THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Airport Transfer & Limousine Booking
务 接送机租车服务
Code序号 RMRESD120
Objectives At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well Offer transportation service in an accurate and efficient way
目 课程结束时候预 订 部 销 售 文 员 非常解酒店接送机租车
服务确准确效销售提供项服务
Standard ： Reservation sales agents will offerhandle transportation arrangements as a service and facility to hotel guests and patrons
1 Information regarding guest flight arrivaldeparture time will be recorded accurately If have special situation we can trace message set up (option) to the Concierge department who will arrange airport transfers Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest
2 Guests will be accurately advised of the prices and options available for airport transfers and limousine service
3 STAR will be exercised at all times
标准 预订部文员应酒店交通安排作酒店项服务提供客
常客
1 关抵离航班日期时间应准确记录特殊情况电脑Options 中行李部留踪报表 关交通安排天预订更改特殊求结束客电话立通知行李部
2 应准确通知客价格选择方法
3 STAR 应整程中时应
Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea 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
Brainstorm
集思广益
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we should know transportation also is another incremental revenue for the hotel we have responsibility to promote and offer this service
开场白： 作名预订部销售文员应懂交通服务样酒店项增加服务应抓住切机会促销提供项服务
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 five parts
节课会分五部分讲解：
1 Hotel information about transportation
酒店关接送机租车服务知识
2 Procedure of handling transportation
处理接送机租车服务程序
3 Same day requirements
天关接送机租车服务求
4 Amendment and cancellation
更改取消
5 Whole day and half day rental
全天半天租服务
5 Minutes
2 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
What kind information we should get from a guest when guest need Airport Transfer & Limousine Booking service
客需接送机租车服务时候需询问问题
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
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：
Same day airport pick up service cancellation
(Key point inform concierge immediately and delete appropriate information in the Oprea)
天接机求取消
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
（点：立通知行李部取消电脑中相应位置信息）
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：
l The procedure of handling airport transfer & Limousine booking
处理接送机租车服务程序
l About same day booking what should we pay attention
关天接送机租车服务应注意什
l About amendment and cancellation booking what should we pay attention
关更改取消接送机租车服务应注意什
Total 40 Minutes
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Airport Transfer & Limousine Booking
务 接送机租车服务
Code序号 RMRESD120
Objectives At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well Offer transportation service in an accurate and efficient way
目 课程结束时候预 订 部 销 售 文 员 非常解酒店接送机租车
服务确准确效销售提供项服务
Standard ： Reservation sales agents will offerhandle transportation arrangements as a service and facility to hotel guests and patrons
1 Information regarding guest flight arrivaldeparture time will be recorded accurately If have special situation we can trace message set up (option) to the Concierge department who will arrange airport transfers Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest
2 Guests will be accurately advised of the prices and options available for airport transfers and limousine service
3 STAR will be exercised at all times
标准 预订部文员应酒店交通安排作酒店项服务提供客
常客
1 关抵离航班日期时间应准确记录特殊情况电脑Options 中行李部留踪报表 关交通安排天预订更改特殊求结束客电话立通知行李部
2 应准确通知客价格选择方法
3 STAR 应整程中时应
Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea 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
Brainstorm
集思广益
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we should know transportation also is another incremental revenue for the hotel we have responsibility to promote and offer this service
开场白： 作名预订部销售文员应懂交通服务样酒店项增加服务应抓住切机会促销提供项服务
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 five parts
节课会分五部分讲解：
1 Hotel information about transportation
酒店关接送机租车服务知识
2 Procedure of handling transportation
处理接送机租车服务程序
3 Same day requirements
天关接送机租车服务求
4 Amendment and cancellation
更改取消
5 Whole day and half day rental
全天半天租服务
5 Minutes
2 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
What kind information we should get from a guest when guest need Airport Transfer & Limousine Booking service
客需接送机租车服务时候需询问问题
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
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：
Same day airport pick up service cancellation
(Key point inform concierge immediately and delete appropriate information in the Oprea)
天接机求取消
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
（点：立通知行李部取消电脑中相应位置信息）
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：
l The procedure of handling airport transfer & Limousine booking
处理接送机租车服务程序
l About same day booking what should we pay attention
关天接送机租车服务应注意什
l About amendment and cancellation booking what should we pay attention
关更改取消接送机租车服务应注意什
Total 40 Minutes
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
