【服务管理】客人档案管理培训纲要.doc

TRAINING ACTIVITY OUTLINE培训活动纲要Task:Guest History Profiles任务:客人档案管理Code序号:RM-RES-A110Objectives：At the end of this session reservation sales agent will know how to manage guest profile properly.目的:在课程结束的时候预订部销售文员应懂得如何管理客人档案。Standards ：Reservation shift leader will be responsible to keep guest profile database clean and eradicate any duplicated profiles.标准:预订部主管负责客史数据的管理，并去掉重复的和无用的档案。Resources:Flip Chart, Handout and Terminal with Oprea.培训器材:白板，白板纸，培训资料和带有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： Hot to manage guest profile. 如何管理客户档案。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 in Oprea how to check and manage guest profile. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.在电脑中展示如何检查何管理客户档案，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 practice.每个学员练习。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： How to check and manage guest pro