THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Taking Reservation Same day Reservations
务 作预订 天预订
Objectives： At the end of this session reservations sales agent will be knowing how to
handle daily reservation in correct way
目 课程结束时候预订部销售文员应懂正确方式处理
天预订
Standard ： All reservations will be taken and recorded accurately in a friendly and courteous manner Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need
标准 谦友态度接受预订准确误记录专业回答
客提 出酒店房间设施问题提供客帮助满足客需
Resources Flip Chart Handout Computer with GEAC terminal
培训器材 白板白板纸培训资料带GEAC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
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent making reservation is our main working
开场白： 作名预订部销售文员处理预订天工作
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 Phone Reservation
电 话 预 定
2 Fax Letter Reservation
预 定 传 真 预 定 信
3 Same day reservation
天 预 定
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
容
Buzz Group
组讨
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
Divided the trainee into two groups discuss the procedure of handling reservation
组成员分成两组讨处理预订基程序
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
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 normal reservation(Points try to cover every step)
普通预订(点：尝试涵盖步骤)
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：
· Fax response must be actioned within 2 hours
传真回复必须2时完成
· Same day booking must be actioned immediately and inform Front Office at the same time
天预订应立完成立通知前台
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Total 40 Minutes
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Taking Reservation Same day Reservations
务 作预订 天预订
Objectives： At the end of this session reservations sales agent will be knowing how to
handle daily reservation in correct way
目 课程结束时候预订部销售文员应懂正确方式处理
天预订
Standard ： All reservations will be taken and recorded accurately in a friendly and courteous manner Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need
标准 谦友态度接受预订准确误记录专业回答
客提 出酒店房间设施问题提供客帮助满足客需
Resources Flip Chart Handout Computer with GEAC terminal
培训器材 白板白板纸培训资料带GEAC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
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent making reservation is our main working
开场白： 作名预订部销售文员处理预订天工作
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 Phone Reservation
电 话 预 定
2 Fax Letter Reservation
预 定 传 真 预 定 信
3 Same day reservation
天 预 定
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
容
Buzz Group
组讨
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
Divided the trainee into two groups discuss the procedure of handling reservation
组成员分成两组讨处理预订基程序
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
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 normal reservation(Points try to cover every step)
普通预订(点：尝试涵盖步骤)
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：
· Fax response must be actioned within 2 hours
传真回复必须2时完成
· Same day booking must be actioned immediately and inform Front Office at the same time
天预订应立完成立通知前台
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
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
