【酒店管理培训】酒店《超额人员》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:Extra Persons任务:超额人员Code序号:RM-RES-P020Objectives：At the end of this session, Reservation Sales associates will know how to handle reservations involving more than two persons in a guest room that existing bedding is for a maximum of two.目的:在课程结束的时候, 预 订 部 销 售 文 员应懂得怎样处理一间床型只能住二人的房间内住超过二个以上人的预订.Standard ：All room rates are structured for 1 or 2 persons in one room and using the existing bedding. When reservations require an additional person or an extra bed in a room, the Reservation Sales associate will accurately quote an additional person charge or a rollaway bed charge. 标准:所有房费都会有单人或双人报价。预 订 部 销 售 文 员接到 要 求 一 个 房 间 内 增 加 一 名 人 员 或 一 张 床 时 ， 预订部销售文员 将 准 确 地 报出 增 加 人 员 的 费 用 .Resources:Flip Chart, Handout, Computer with Oprea 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Prepared on Flip ChartContents内容Brainstorms集思广益Lecture & Explanation教学式与讲解Demonstration展示Practice 练习 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 required a extra bed.开场白： 作为一名预订部销售文员我们有时会遇到需要加床的预订。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:这节课的主要内容是： Procedure for handling extra person requirements 处理额外人员预订的程序What should we pay attention when guest need extra person reservations当接到一间房内超过三个人的预订时，我们需要注意些什么？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 how to leave trace to Front office and housekeeping. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.展示怎样在电脑中给前台和客房部留跟踪报表。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每一个学员练习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：l What is the price for extra bed?加床的价格l When quoting extra bed or extra person for package rates inclusive of breakfast or meals, ensure that caller is aware of the number of persons included in t