【酒店管理培训】酒店《贵宾预订》培训活动纲要.doc

天马行空官方博客：/tmxk_docin ；QQ:1318241189；QQ群：175569632A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:VIP Booking 任务:贵宾预订Code序号:RM-RES-D110Objectives：At the end of this session reservations sales agent will be knowing how to handle the VIP booking.目的:在课程结束的时候预订部销售文员应懂得如何处理贵宾预订。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 Supervisor/Manager for processing. 3. In all cases the amenity codes should be keyed into the guest profile in the Oprea System. 标准:1. 贵宾的特殊接待申请至少在一天前就输入到电脑系统中，2. 对于当天的贵宾申请要立即通知前台的宾客服务经理或主管以使其能立即安排，3. 任何级别的贵宾的特殊要求密码都要输入至电脑的客户档案中。Resources:Flip Chart, Handout, Computer with Oprea terminal 培训器材:白板，白板纸，培训资料，带Oprea终端的电脑Method 培训方式Training Steps培训步骤Time时间Introduction介绍Lecture教学式Prepared on Flip ChartContents内容Lecture & Explanation教学式与讲解Demonstration展示Practice - Role Play练习 角色扮演Critique评估Summary总结Show “ W.I.F.M” (Objectives)显示课程目的Prologue: As a Reservations Sales Agent we will meet the VIP requirement everyday.开场白： 作为一名预订部销售文员我们每天都能接到有关贵宾客人的预订。So the objectives of this session is: (Refer to Objectives of this TAO)今天这堂课的目的是：（参考标准与程序The main content of this course should be:这节课会分为三个部分来讲解： Procedure of handling VIP booking. 处理贵宾客人预订的程序。Show steps on prepared flipchart. Explain reason 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问。Demonstrate in Oprea how to set up VIP code in guest profile.在Oprea中展示如何在电脑中设置贵宾客人密码。Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员.Case Example 案例：A company arranges VIP booking for their president required a suite and flowers and fruits requirement.一公司为其总裁安排贵宾预订，并要求有鲜花和果篮。According the procedure.按照程序。Review Key Points:回顾要点：1. Ask questions and have participant explain the standard and its importance. 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. Reinforce and discuss the point: