上海五星瑞吉红塔酒店培训教材—TAO-RM-RES-D060 Amendments

THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲

Task Amendments and Cancellations
务 更改取消预订

Code序号 RMRESD060 RMRESD070

Objectives At the end of this session each trainee will be able to handle reservation amendments and cancellations in Oprea Concern the variable situation when handling the amendments bookings
目 课程结束时候学员应知道电脑中处理更改
取消预订取消预订时候考虑种变化情形

Standard ： Reservation Sales agents will handle reservation amendments of guestrooms initiated by the hotel or by the party that initiated the original reservation All reservation amendments for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned
Reservation Sales agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservation All booking cancellations for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned
标准 预订部文员应懂处理更改预订天24时
更改预订应立予处理立通知相应部门预订部文员
应懂处理取消预订天24时取消预订应立予处理立相关信息通知相应部门

Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea终端电脑

Method
培训方式

Training Steps
培训步骤
Time
时间

Introduction
介绍
Lecture
教学式

Prepared on Flip Chart













Contents
容
Questions
提问
Lecture & Explanation
教学式讲解




Demonstration
展示



Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we will meet this situation everyday
开场白： 作名预订部销售文员天会遇关预订更改取消求
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The course should be divided into three parts
节课会分三部分讲解：
1 Procedure of handling amendment
处理更改预订程序
2 Procedure of handling cancellation
处理取消预订程序
3 How to handle requirement from company can charge back
处理挂帐公司求


Who knows how guest amend and cancel booking
谁知道客方式进行更改取消预订
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问

5 Minutes




















2 Minutes

15 Minutes





3 Minutes







Method
培训方式

Training Steps
培训步骤
Time
时间





Practice Role Play
练 – 角色扮演













Critique
评估

Summary
总结











1 Demonstrate in Oprea how to cancel and amend booking
电脑中展示更改取消预订
2 Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示回顾白板纸容讨步骤

1 Each trainee practice in the Oprea
学员电脑中练
2 Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Guest amend a booking with transportation requirement and restaurant booking
(Key point check availability double check guest’s transportation and restaurant requirement and do respect amendment)
位客电话更改带接机餐厅预订订房
点：查卖房客确认接机安排餐厅预订安排电脑中作相应更改）
According the procedure
程序



10 Minutes

















5 Minutes


















Method
培训方式

Training Steps
培训步骤
Time
时间


Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
· Handling amendment booking check availability first
处理更改预订时先查卖房
· Handling amendment and cancellation booking check other respect requirement
处理更改取消预订时查相关容
· When received requirement form companies which can charge back advise faxletter authorization is required
收挂帐公司求时通知客
需带授权信件传真



Total 40 Minutes


































Method
培训方式

Training Steps
培训步骤
Time
时间






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