How does the hotel room sales manager train employees?

First, train employees' professional skills and service level, then train employees' comprehensive quality and hotel etiquette. The following is the reference 1. /Store/Video/Hotel /2. /Internal Training/Ye Hang/9: 00/Basic Etiquette of Hotel Service 1. Reception etiquette 1. Master the airport pick-up etiquette (1). (2) Pay attention to etiquette when picking up the station. Guests coming from afar should take the initiative to meet at stations, docks and airports. Generally, it needs to arrive 15 minutes before the arrival of flights, trains and ships, so that guests who have traveled long distances to reach their destinations will not be unhappy because of waiting. (3) Clothing requirements should take into account the habit of acceptable clothing colors when receiving guests from different countries. The receptionist should be familiar with people's preferences for colors all over the world. 2. Reception etiquette at the store (1) Welcome greetings. The receptionist should be smiling, and the order of welcome speech should be the first guest of honor, then the suite, the first female guest, and then the male guest. (2) Give the room allocation card to the guest in time, open the elevator door for the guest, invite the guest to enter the elevator with gestures, and take the initiative to help the guest who is inconvenient to move into the elevator. (3) Queue to welcome important guests or teams, and organize waiters to queue up at the door to welcome them. Clothes should be neat and full of energy. When the guests arrive, they should applaud. When necessary, the general manager and relevant leaders should come forward to meet. The team shall not be disbanded until all the guests enter the store or all the vehicles leave. 2. Fujian etiquette 1. The specifications of the farewell party are roughly the same as those of the reception. It's just that the order of host and guest is just the opposite of welcome. Greeting guests means that the welcoming staff is in front and the guests are in the back; Seeing the guests off is the first, and the welcoming staff is the last. 2. For the matters needing attention in the hotel, we should pay attention to the following points in the etiquette of seeing guests off: (1) Make preparations for checking out before guests leave the hotel, including checking the use of drinks in the mini-bar, and never ask guests to make up for "missing accounts" after they leave. The luggage is ready. The waiter or waiter should deliver the guest's luggage or heavy items to the door. (3) Hotel staff should help guests open the door. When opening the door, they should hang on the top of the car door with their right hand and get on the bus by themselves in the order of first guest, then suite, first female guest, then male guest, or host and guest. 3. Say goodbye to the guests. Say goodbye to the guests, wish them a pleasant journey and see them off as a sign of respect. 4. If you want to accompany the car to the station, airport, dock, etc. Wave when cars and boats are moving, and don't leave until they are far away. Three. Specific affairs in welcoming guests 1. Prepare for high-ranking guests in advance, arrange VIP lounges at airports, stations and docks in advance, and prepare drinks. Send someone to the airport to wait for the guests, instead of going through the relevant formalities and picking up the luggage. Play elegant music after arriving at the hotel to eliminate the fatigue of the guests. In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained, so as to leave a pleasant first impression on the guests. 2. Assist in the work. Designate a special person to assist in handling air tickets, cars, boat tickets, baggage claim or consignment procedures and other related procedures and matters. Important delegations, with a large number of people and luggage, should take out the luggage of the main guests first, and it is best to ask the other party to send someone to cooperate and deliver it to the residence in time so as to change clothes. 3. During the reception, we must strictly implement the hotel reception system and other relevant regulations, and consciously safeguard the reputation of the hotel. 4. After staying in the hotel, master the room occupancy, make various reports about the room occupancy, provide accurate information for the hotel management, and transmit the relevant information of the guests to various departments through various ways and means such as computers, telephones, documents and reports. Pay attention to the reception at the entrance of the hotel, don't write the word "welcome" exactly the same, and change the language at any time according to the arrival of people of different nationalities. If you put up an electric rotating placard and keep rotating to show the languages of various countries, it will make guests feel at home. In the guest's room, a small flag of the host country will be hung, and a newspaper printed with the language of the country will be placed on the table. I believe that the emotional distance between the hotel and the guests will be significantly reduced. Reception etiquette requirements 1. When guests arrive, they should greet them warmly and actively. This can be said to be the first step of polite service. Use polite salutations such as "sir" and "miss" when greeting, and use greetings such as "hello", "good morning" and "good evening". When waiting for the guests, you should concentrate and keep eye contact with them. Treat guests equally, whether white or black, poor or rich, domestic compatriots or foreign tourists. 4. When serving guests, we should follow the principle of "master first, then time, woman first, then man". 5. When seeing the guests off, you should take the initiative to ask their opinions about the hotel and extend some polite expressions, such as "Please forgive my shortcomings", "Welcome to visit again" and "Goodbye".