【酒店管理培训】酒店《超额预订》培训活动纲要.docVIP

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:Overbooking任务:超额预订Code序号:RM-RES-D170Objectives：At the end of these session Reservations Sales associates will be able to maximize room inventory to meet with demand by accepting reservations beyond the Hotels capacity given the calculated factors of no-show and late cancellations.目的:在课程结束的时候预订部销售文员将能够根据历史数据通过超卖房间来使酒店获得最大收益。Standard ：1. To maximize hotel room revenue, the Hotel accepts bookings where total number of room reserved exceeds the total inventory to allow no-shows, late cancellation and unexpected early departures2. The permissible number of rooms to allow overbooking will be dependant on historical factors in no-shows, late cancellation and unexpected early departures. This guideline will be determined jointly by the Front Office Manager and the Reservation Sales Manager. 3. Only Shift Leaders are permitted to override the reservation system to overbook with prior approval from the Reservation Sales Manager.es 标准:1. 为了使饭店利润最大化，基于存在 预订未到， 取消和提早离开的 情形，酒店会在“无 保 证 预 订 ”的条件下允许已经超过酒店基本 房数的预订。2. 超预订的房数量将根据预订未到，取消和不可预计的提前离开等 数据并由前厅经理和预订部经理联合决定。3. 只有预订部主管在得到预订部经理同意的前提下才能超卖房间。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 situation of overbooking, how can we handle this situation? 开场白： 作为一名预订部销售文员我们有时会遇到超卖房的情形，我们应当怎样处理呢？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 course should be divided into three parts:这节课会分为三个部分来讲解：1. Procedure of handling overbooking 处理超额预订的程序2. Room type which cant be overbooked 哪些房间不能超卖3. If further overbooking is not permissible offer alternatives 如果超额预订已经到了不再允许的地步， 为客人提供其他选择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。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：During superior room type overbooking periods, handle a reservation (suggest we upsell executive floor and suite.)在标准间超额预订的情形下，客人要求订一间房。(建议促销到行政楼层和套房) 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: 加强并讨论以下要点： Suites and apartment will not be overbooked at any time 套房和公寓在任何时候都不能超额预订 If further overbooking is not pe