酒店《残疾人设施》培训活动纲要

1、A HOTELXXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Physically Challenged Facilities任务:残疾人设施Code 序号: RM-RES-P070Objectives:At the end of this session Reservation Sales associates will be able to know how to handle reservations and inquiries that require Physically Challenged Facilities.目的:在课程结束的时候预订部销

2、售文员将懂得如何处理有关残障设施，要求的预订。Standard ：1. Reservation Sales associates will handle reservations and inquiries for the physically challenged with good product knowledge in regards to such issues.2. Every assistance and courtesy will be given to reservation requests that require physically challenged accomm

3、odation. Reservation Sales associates will be familiar with the specialized facilities of those rooms and other facilities in the Hotel that are designed for the physically challenged.标准 :1. 每 一个有 关 酒 店 残 疾 人 使 用 设 施 的询 问 将应被 正确回答。2. 预 订 部 员 工 将 熟 悉 残 疾 人 用 房 中 的 特 定 设 施 ， 并 能 在 电 话 上 向 打 电 话 者礼貌地提供

4、帮助。Resources:Flip Chart, Handout, Computer with Oprea terminal培训器材 :白板，白板纸，培训资料，带 Oprea 终端的电脑Method培训方式Training Steps培训步骤Time时间In troducti on介绍Lecture教学式Prepared on Flip ChartCon te nts内容Lecture&Expla nati on教学式与讲解Summary总结Show “ W.I.F.M ” (Objectives)显示课程目的So the objectives of this session is:(

5、Refer to Objectives of this TAO)今天这堂课的目的是：(参考标准与程序The course should be divided into two parts:这节课会分为二个部分来讲解：? Hotel in specti on (n eed about 45 Minu tes)酒店参观(大约需要45分钟)? Procedure of han dli ng physically challe nged facilities requireme nts.处理残障设施要求预订的程序Show steps on prepared flipchart. Explain rea

6、son for each step. Ask trainees to comment and question on each step.将所有程序的主要内容事先写在准备好的白板纸 上，逐步作以讲解，在讲解过程中要不时请学员发 表建议并提冋。Review Key Poi nts:回顾要点：1. Ask questi ons and have participa nt expla in the sta ndard and its importa nee.提问并请参与者解释标准及其重要性2. Summarize critique points applicable to entire group总结评估过程中对整组有用的要点3. Rein force and discuss the point:加强并讨论以下要点：? What kind of physically challe nged facilities do ourhotel have and what are the features of these facilities?5 Mi nu tes45