【酒店管理培训】酒店《确认信》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:Booking Confirmation任务:确认信Code序号:RM-RES-A050Objectives：At the end of this session Reservation Sales Agent will be able to confirmReservations to the party concerned in writing by letter or fax.目的:在本课程结束的时候预订部销售文员将能够向所需要的对象作传真确认或书信确认。Standard ：When a booking confirmation is requested, a confirmation letter will be generated and sent to the booker within 2 hours by letter, fax or via e-mail. All booking requests made by fax must be responded to fax within 2 hours.标准:当客人确 认 预 订时，预订部销售文员 须在 接 到 预 订 后 的 2小 时 之 内 以传真，信件和Email的形式回复确 认 。 通 过 传 真 做 的 预 订 必 须 在2小时内 以 传 真 回 复 确 认 。Resources:Flip Chart, Handout, Computer withOprea terminal.培训器材:白板，白板纸，培训资料，带有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F/C1 (P)Contents内容Questions提问Lecture & Explanation教学式与讲解OHP(P) Demonstration展示Practice 练习 Critique评估Summary总结Delivery Handout 分发资料Show “ W.I.F.M” (Objectives)显示课程目的Prologue: To be leading five star hotels, respond guest confirmation letter efficiently and professionally can present our hotels high quality service. 开场白： 作为一个领先的五星级饭店，高效专业的为客人回复传真能展现我酒店高质量的服务。So the objectives of this session is: (Refer to Objectives of this S&P)今天这堂课的目的是：（参考标准与程序The main content of this course will be:这节课的主要内容是：Procedure of handling confirmation letter。回复确认信的标准。Who know hotels standards of responding confirmation letter?有谁知道酒店回复确认信的标准？All of the confirmation should be responded within 2 hours.所有的传真确认需在2小时内回复。Show steps on prepared OHP. 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透明胶片上，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 print different type of confirmation letter for the guest. Refer back to flipchart and review / discuss each step.在有Oprea终端的电脑中向客人展示怎样打印各种类型的确认信，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.每一个学员作练习。According the procedure.按照程序。Review Key Points:回顾要点：1. Reinforce and discuss the point: 加强并讨论以下要点： Ensure negotiated contract rates of Travel Agent are suppressed when requesting a confirmation in Oprea 一定注意回复确认信的时候旅行社的 价格要隐藏。 When key in the telephone No and fax No in Fidelio Tel/Fax No. Screen, it will automatically appear on the confirmati