【酒店管理培训】酒店《酒店设施》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:Product Knowledge任务:酒店设施Code序号:RM-RES-P060Objectives：At the end of this session Reservation Sales associates will have the ability to introduce the Hotel and its facilities descriptively to telephone inquiries.目的:在课程结束的时候预订部销售文员应能够向询问者介绍有关酒店设施和服务的信息。Standard ：Reservation Sales associates will promote the Hotel and its facilities by introducing the Hotel and its facilities over the telephone and professionally describe hotel facilities to telephone inquires.标准:预订部销售文员须在接到关于酒店设施的咨询时能够专业的描述酒店设施。 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Summary总结Suggest divided these sessions into two parts, one is for hotel profile explanation, the second is for terminology explanation.建议将这课分成两次作， 一次作酒店档案解释， 另一次作专业术语解释。Show “ W.I.F.M” (Objectives)显示课程目的Prologue: As a Reservations Sales Agent learning the product knowledge is also a very important things for us to be professional. 开场白： 作为一名预订部销售文员学习酒店知识对于我们的专业服务同样是非常重要一环。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 two parts:这节课会分为二个部分来讲解：1. Hotel Inspection (around 45 Minutes) 酒店参观2. Hotel Profile 酒店档案夹子3. Terminology and Standard Phraseology 酒店专门术语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。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： Hotel Profile 酒店档案夹子 Terminology and Standard Phraseology 酒店专门术