How does a hotel room sales manager train employees?

Employees should be trained on their professional skills and service levels first, and then on their overall quality and hotel etiquette. The following are reference materials 1. /Shop/Video/hotel/ 2. /Neixun/hangye/ jiudian/ Basic hotel service etiquette 1. Reception etiquette 1. Pick-up etiquette (1) Master the arrival time. The pick-up and drop-off personnel must accurately grasp the arrival time of the guest's plane, train, or ship. If there is any change, they should notify them in time. (2) Pay attention to the etiquette when picking up from the station. For guests who have made reservations in advance and come from afar, you should take the initiative to greet them at the station, pier, or airport. Generally, you should arrive 15 minutes before the flight, train, or ship arrives, so that guests who have traveled a long distance to reach their destination will not be unhappy due to waiting. (3) Clothing requirements When receiving guests from different countries, the clothing color habits they can accept should be taken into consideration. Reception staff should be familiar with the color preferences of people from different countries. 2. Reception etiquette when arriving at the store (1) Welcome and greeting The reception staff should greet the guest with a smile, first the main guest and then the attendant, first the female guest and then the male guest. (2) Issuance of room allocation cards: Give room allocation cards to guests in a timely manner, open the elevator door for guests, use gestures to invite guests to enter the elevator, and take the initiative to help guests with limited mobility into the elevator. (3) Queue to welcome important guests or groups when they arrive, organize waiters to queue up at the door to welcome them. The clothing must be neat and tidy, and the spirit must be high. When guests arrive, they must applaud. If necessary, the general manager and relevant leaders must come forward to greet them. The team cannot be dismissed until all guests have entered the store or all vehicles have driven away. 2. See-off etiquette 1. Specifications The specifications of farewell are roughly the same as those of reception. Only the order of guest and guest is exactly opposite to that of welcome. When greeting guests, the greeting staff comes first and the guests come last; when seeing off guests, the guests come first and greeting guests. Personnel behind. 2. Things to note: For hotels, the following points should be noted in the farewell etiquette: (1) Be ready for checkout in time. Be ready for checkout before guests leave the hotel, including checking the usage of drinks in the mini bar. Do not pay after the guests leave. , and then rush forward to ask the guest to make up for the "missing account". (2) Luggage is ready. The waiter or waiter should deliver the guest's luggage or heavier items to the door. (3) When opening the door, the hotel staff should help the guests open the door. When opening the door, hang the right hand on the top of the door, and board the car by themselves in the order of first the host and guest, then the attendant, first the female guest and then the male guest, or the host and the guests. 3. Farewell When sending guests off, you should say goodbye to them, wish them a happy journey, and watch them leave to show respect. 4. Deliver the car. If you want to accompany the car to the station, airport, pier, etc., wave when the car or ship is moving and wait until it is far away before leaving. 3. Specific matters in greeting and seeing off work 1. Preparation in advance. To greet and see off high-status guests, arrange VIP lounges at the airport, station, and dock in advance and prepare drinks. Send someone to the airport to wait for guests and handle relevant procedures and collect luggage on their behalf. After arriving at the hotel, play elegant music to relieve guests from travel fatigue. In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained to leave a good and pleasant first impression on guests. 2. Assistance work: assign dedicated personnel to assist with relevant procedures and matters such as air tickets, car and boat tickets, baggage pickup or check-in procedures. For an important delegation with a large number of people and a lot of luggage, the luggage of the main guests should be taken out first. It is best to ask the other party to send someone to cooperate and send it to the residence in time for changing clothes. 3. During the reception process, the hotel reception work system and other relevant regulations must be strictly implemented, and the hotel's reputation must be consciously maintained. 4. After staying in the hotel, keep track of the guest room occupancy status, prepare various reports on the guest room occupancy status, provide accurate information for the hotel's operation and management, and collect relevant guest information through computers, phone calls, receipts, reports, etc. Passed to various departments. 5. Pay attention to separate reception. At the hotel door, do not write the word "Welcome" uniformly, but change the language at any time according to the arrival of people of different nationalities. If you install an electric rotating large-character placard that continuously rotates to show the languages ????of various countries, it will give guests a warm and welcoming feeling.

Hang a small national flag of the host country in the guest's room, and place newspapers and periodicals in that country's language on the table. I believe the emotional distance between the hotel and the guest will be significantly reduced. Reception etiquette requirements 1. When guests arrive, greet them warmly and proactively. This can be said to be the first step in polite service. When greeting, use polite titles such as "Sir" and "Miss", and use greetings such as "Hello", "Good morning" and "Good evening". 2. When waiting for guests, pay full attention and maintain eye contact with the guests. 3. Treat guests equally without discrimination. Whether they are white or black, poor or rich, domestic compatriots or foreign tourists, they should be treated equally. 4. When serving guests, the principle of serving guests first, women first, and men first, should be followed. 5. When bidding farewell to guests, you should actively solicit their opinions on the hotel and use polite words such as "Sorry for the shortcomings", "Welcome to visit again", "Goodbye" and so on.