上海五星瑞吉红塔酒店培训教材—taormresd130specialrequest

1、1 / 3精品文档，值得拥有THE ST. REGIS SHANGHAI上海瑞吉红塔大酒店TRAINING ACTIVIT Y OUTLINE培训活动纲要Task:Special Requests & Trace Fun cti on任务：特殊要求及跟踪服务Code 序号：RM-RES-D130Objectives :At the end of this sessi on reservati ons sales age nt willknow how to han dle the special requests and trace fun cti on.目的：在课程结束的时候预订部销

2、售文员应懂得如何处理特殊要求及跟踪服务Standard :All guest requests will be entered accurately at the time ofthe reservatio n to en sure a smooth com muni cati on to thenecessary departments. Reservations will follow up traces forreservatio ns on the associated dates.标准：在预定时客人的所有要求将被正确记录 下来以确保相应的信息被传至所需的部 门。在以后相应的日期预定部

3、将跟踪这些预 定并实行。Resources: Flip Chart, Han dout, Computer with Oprea termi nal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 troductio n 介绍Lecture教学式Show “W.I.F.M (Objectives) 显示课程目的Prologue: As a Reservatio ns Sales Agent, we will meet the situati on of5 Mi nu tes2 / 3精品文档，值得拥有Meth

4、od培训方式Training Steps 培训步骤Time时间Prepared on Fliprequire special request.开场白：作为一名预订部销售文员我Chart们会遇到有特殊要求的预订。Con te ntsSo the objectives of this sessi onis:(Refer to Objectives of this TAO) 今天这堂课的目的是：(参考标准与 程序The main course of this sessi on shouldbe:这节课的主要内容是：? Procedure of handling special requestsand

5、 trace fun cti on内容处理特殊要求的程序和跟踪服务15 Min utesLecture &程序。Expla nati on 教学式与讲解Show steps on prepared flipchart. Explain reas on for each step. Ask train ees tocomme nt and questio n on3 Mi nu tesDem on strati oneach step.将所有程序的主要内容事先写在准备展示好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提 问。Dem on strate in Oprea h

6、ow to set upspecial request code in reservatio n screen10 Mi nutesand guest profile and how to set up tracePractice - RoleShow each step, After dem on strati on.Refer back to flipchart and review /Playdiscuss each step.练习-角色扮在 Oprea 中展示如何设置特殊要求密5 Mi nu tes演码及如何设置跟踪留言，讲解步骤，Critique作展示之后，回顾白板纸上的内容，评估并

7、讨论每一个步骤。3 / 3精品文档，值得拥有Method培训方式Training Steps 培训步骤Time时间Summary 总结Each trainee practices 每一个学员作练习Accord ing the procedure. 按照程序。Review Key Poin ts:回顾要点：1. Ask questions and have participantexpla in the sta ndard and its importanee.提问并请参与者解释标准及其重 要性2. Summarize critique points applicableto en tire group总结评估过程中对整组有用的要点八、3. Rein force and discuss the point:加强并讨论以下