【服务管理】查看可卖房培训纲要.doc

培训活动纲要Task:Checking Availability 任务:查看可卖房Code序号:RM-RES-D020Objectives:At the end of this session, Reservations Sales Agent will be understanding how to accepting room reservations according to inventory availability.目的:在课程结束的时候，预订部销售文员应懂得如何按照酒店的可卖房情况来销售房间。 Standard ：1. Reservation Sales associates will accept room bookings subject to verification of room inventory and availability status.2. Reservation Sales associates will accurately check the availability for the room type and period of stay requested by the inquirer. When number of rooms or specific room types requested are not available, the Reservation Sales associate will offer alternatives and options basing on availability to promote the booking.标准:1. 预订部销售文员应在查看酒店可卖房之后与客人确认预订。2. 预订部销售文员应按照客人所要求的房间类型及入住日期查看是否有此类型房间，当客人所要求的房型我们已没有时，基于我们的可卖房向客人推荐其他选择，并想办法促销房间。Resources:Flip Chart, Handout, and telephone, Computer with Oprea terminal 培训器材:白板，白板纸，培训资料，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Buzz Group小组讨论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 receive reservation everyday, why we should check availability before we confirm the rate to the guests?开场白： 作为一名预订部销售文员我们每天都要接预订，为什么察看可卖房如此重要呢？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 main content of this course should be:这节课的主要内容是: The procedure of checking availability 察看可卖房的程序Divided trainees into two groups to discuss the procedure of checking availability.将小组学员分成两组讨论：察看可卖房的程序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 check availability using Oprea. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.用Oprea 展示如何察看可卖房，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. 每一个学员练习用Oprea察看可卖房。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： What information we should ask before checking availability? 察看可卖房时我们应当掌握那些信息。 How to handle special situ