作预订、当天预订培训纲要.doc

TRAINING ACTIVITY OUTLINE培训活动纲要Task:Taking Reservation / Same day Reservations任务:作预订/ 当天预订Objectives：At the end of this session reservations sales agent will be knowing how to handle daily reservation in correct way.目的:在课程结束的时候预订部销售文员应懂得如何以正确的方式处理每天的预订。Standard ：All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.标准:以谦和，友好的态度接受所有预订，并准确无误地记录。专业地回答客人提 出的酒店及房间设施问题。提供客人以帮助，满足客人需要。Resources:Flip Chart, Handout, Computer with GEAC terminal 培训器材:白板，白板纸，培训资料，带GEAC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 - 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 making reservation is our main working.开场白： 作为一名预订部销售文员处理预订是我们每天主要的工作。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. Phone Reservation 电 话 预 定2. Fax / Letter Reservation 预 定 传 真 / 预 定 信3. Same day reservation 同 天 预 定Divided the trainee into two groups, discuss the procedure of handling reservation.将小组成员分成两组讨论处理预订的基本程序。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。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：A normal reservation(Points: try to cover every step)一个普通的预订(要点：尝试涵盖所有步骤)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： Fax response must be actioned within 2 hours. 传真的回复必须在2小时之内完成。 Same day booking must be actioned immediately and inform Fr