THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task VIP Booking
务 贵宾预订
Code序号 RMRESD110
Objectives： At the end of this session reservations sales agent will be knowing how to handle the VIP booking
目 课程结束时候预订部销售文员应懂处理贵宾预订
Standard ：
1 VIP designation or amenity requests should be placed in the Oprea System at least one day prior to arrival
2 In the event of a same day amenity request the appropriate amenity requirement should be informed to the Guest Service SupervisorManager for processing
3 In all cases the amenity codes should be keyed into the guest profile in the Oprea System
标准
1 贵宾特殊接申请少天前输入电脑系统中
2 天贵宾申请立通知前台宾客服务理立安排
3 级贵宾特殊求密码输入电脑客户档案中
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
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
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 the VIP requirement everyday
开场白： 作名预订部销售文员天接关贵宾客预订
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The main content of this course should be
节课会分三部分讲解：
· Procedure of handling VIP booking
处理贵宾客预订程序
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
Demonstrate in Oprea how to set up VIP code in guest profile
Oprea中展示电脑中设置贵宾客密码
5 Minutes
15 Minutes
3 Minutes
10 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
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
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：
A company arranges VIP booking for their president required a suite and flowers and fruits requirement
公司总裁安排贵宾预订求鲜花果篮
According the procedure
程序
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：
· Procedure of handling VIP booking
5 Minutes
Total 38 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
处理贵宾预订程序
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task VIP Booking
务 贵宾预订
Code序号 RMRESD110
Objectives： At the end of this session reservations sales agent will be knowing how to handle the VIP booking
目 课程结束时候预订部销售文员应懂处理贵宾预订
Standard ：
1 VIP designation or amenity requests should be placed in the Oprea System at least one day prior to arrival
2 In the event of a same day amenity request the appropriate amenity requirement should be informed to the Guest Service SupervisorManager for processing
3 In all cases the amenity codes should be keyed into the guest profile in the Oprea System
标准
1 贵宾特殊接申请少天前输入电脑系统中
2 天贵宾申请立通知前台宾客服务理立安排
3 级贵宾特殊求密码输入电脑客户档案中
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
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
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 the VIP requirement everyday
开场白： 作名预订部销售文员天接关贵宾客预订
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The main content of this course should be
节课会分三部分讲解：
· Procedure of handling VIP booking
处理贵宾客预订程序
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
Demonstrate in Oprea how to set up VIP code in guest profile
Oprea中展示电脑中设置贵宾客密码
5 Minutes
15 Minutes
3 Minutes
10 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
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
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：
A company arranges VIP booking for their president required a suite and flowers and fruits requirement
公司总裁安排贵宾预订求鲜花果篮
According the procedure
程序
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：
· Procedure of handling VIP booking
5 Minutes
Total 38 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
处理贵宾预订程序
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
