【酒店管理培训】酒店《登记和结帐时间，提前抵店和推迟离开》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:Check-In / Check Out Times, Early Arrival and Late Departure.任务:登记和结帐时间, 提前抵店和推迟离开。Code序号:RM-RES-P010, RM-RES-D090, and RM-RES-D100Objectives:At the end of this session Reservation Sales Agent will be able tounderstanding the Standard and Procedure of advise to guests the time thata guest room can be made available for occupancy and the time that aguest room should be vacated by the occupant.目的:在课程结束时预订部销售文员应知道客人登记和结帐的时间及在那个时候我们可以准备出干净的房间和什么时候酒。 Standard ：1. Reservation Sales Agents will confirm reservations with clear advice to guests of the hotels check-in and checkout time.2. Reservation Sales associates will secure guarantee from guests who require accommodation immediately upon early arrival. Early arrival means the expected arrival of the guest is much before the normal check-in time of 3:00 p.m. 3. The Reservation Sales associate will not commit availability of an early arrival check-in during high occupancy periods. Where necessary, the Reservation Sales associate will offer the guest options available such as reserving the room from the night before by applying an additional days applicable room charge.4. Late departure means the expected departure of the guest is after the normal check-out time of 12:00 noon. The Reservation Sales associate will not commit availability of a late departure check-out during high occupancy periods. 5. Where necessary, the Reservation Sales associate will offer the guest options available such as storing luggage at the concierge.标准:1. 预订部销售文员在确认预订时应清楚除地告知本酒店的登记入住时间和结帐时间。2. 预 订 部 销 售 文 员应要求早到的客人担保其预订，当客人到店的 时间 早于下午15：00 点钟时， 我们称之为早到。3. 预 订 部 销 售 文 员 不 能 在 高 出 租 率 期 间 确 保 客 人 提 前 抵 店 可 入 住 。 如 果 必 要 的 话 ， 预 订 部 销 售 文 员 将 会 让 客 人 意 识 到 如 果 在 入 住 前 一 天 晚 上 登 记 是 有 选 择 余 地 的 。4. 推迟离开意味着结帐时间晚于中午12：00点钟，预 订 部 销 售 文 员不 能 在 高 出 租 率 期 间 确 保 客 人 推迟离开。5. 如果必要的话，预订部销售文员应提供建议请客人将行李存在行李部Resources:Flip charter, Handout, computer with Oprea terminal.培训器材:白板，白板纸，培训资料，有Oprea 的电脑终端.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Questions提问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 receive booking everyday, lots of the reservations will require early arrival and late departure.开场白： 作为一名预订部销售文员我们每天都要接收预订，其中很多预订都需要提前抵店和推迟离开。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. Check-In / Check-out Times 登记和结帐时间 2. Early Arrival 提前抵店3. Late Departure 推迟离开4. SPG Late check out benefits 仕达屋优先顾客计划会员结帐时间。 Who know hotels Check In / Check Out time?有谁知道酒店的登记结帐时间？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： Early Check in requirement during low occupancy 低住房率情况下的提前抵店要求 Late departure requirement during high occupancy 高住房率情况下的推迟离开要求 SPG guest late check out requirements仕达屋优先顾客计划会员推迟离店要求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