1、Latest Updated: 4/13/19 Page 1 of 2THE ST.REGIS SHANGHAI上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task 任务：Communication 沟通与合作Code 序号： OH-SM-CS-D004Objectives 目的： At the end of this session, each trainee will be able to在课程结束后，每位受训者应能：1. Know what kind of situation that we need communicate.了解什么情况下需要沟通。2
2、. Know how to communicate with the other departments.了解如何与其它部门沟通。3. Know how to communicate between hotel and clients.了解如何为客人与饭店部门之间沟通。Standard 标准： Refer to S&P参照标准与程序Resources 培训器材：Flip Chart 白板, Handout 培训资料.Method培训方式Training Steps培训步骤Time时间Introduction介绍Discuss 讨论Prepare on Flip Chart准备白板Content
3、s课程Explain讲解Show “W.I.F.M.”(objective)表明从此课所能学到的内容(目标)Why communicate is so important for us.沟通为什么很重要。The course should be divided into three parts: 课程可分为三部份：1. Internal communication.饭店内部沟通。2. How to up date information 如何通过沟通增加信息。3. The communication between hotel and client. 饭店与客人之间的沟通。1. Explain
4、 what is communication and hot to do it. (Refer to S&P). 讲解什么是沟通，并如何运用 (根据标准与程序上所提到的项目)。10min50minExample举例Summary总结Effective communication and coordinate can help us get the correct information and serve the client property.有效的沟通与协调可以帮助我们获取最准备信息，以便充分为客人服务。2. Explain each steps of communicate, and p
5、resent some demonstration during the explaining. 讲解有关沟通的每一步骤，并做相关演式。1.update what kind of concerned department information.Eg: group information, concierge information, F&B promotion, accommodation promotion etc.在沟通时注意收集什么类形的相关信息。如：团队信息、礼宾部情况、餐饮推广活动、酒店房价销售等。2.How to be a coordinator between hotel and client.Refer to S&P procedure 3-5如何作好饭店与客人之间的联络员。参照标准与程序中程序部份第 3-5 条。1. Ask question and have participant explain.提问，并请回答者解讲其内容。2. Summarize the point of this session.总结此次课程要点。10minTotal: 60min
