酒店《更改和取消预订》培训活动纲要

1、A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Amendments and Cancellations任务 :更改和取消预订Code序号:RM-RES-D060 / RM-RES-D070Objectives:At the end of this sessi on, each trainee will be able to han dle reservati on ame ndme nts and can cellati ons in Oprea Concern the variable situation when handling th

2、e ame ndme nts book in gs.目的：在课程结束的时候每个学员都应知道如何在电脑中处理更改和取消预订，并能在取消预订的时候考虑到各种变化 的情形。Reservati on Sales age nts will han dle reservati onStandard :ame ndme nts of guestrooms in itiated by the hotel orby the party that initiated the original reservation.All reservati on ame ndme ntsf or samed ay arriva

3、ls and arrivalsbeyond 24 hours will be actioned immediately with informationpassed to alldepartments concerned.Reservation Sales agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservation. All booking cancellations for same d

4、ay arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.标准: 预订部文员应懂得如何处理更改预订。所有当天或 24 小时 以上的更改预订应立即给予处理， 并立即通知相应的部门。 预订 部 文员应懂得如何处理取消预订。所有当天的或 24 小时以上的 取 消预订应立即给予处理， 并立即将相关信息通知相应的 部门。Resources: Flip Chart, Handout, Computer with Opre

5、a 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 onFlip ChartShow “ (Objec tives)显示课程目的Prologue: As a Reservati ons Sales Agent, we will meet this situati on everyday.开场白：作为一名预订部销售文员我们 每天都会遇到有关预订更改和取消的要求。So the objectives of this sessi o

6、n 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 threeparts:这节课会分为三个局部来讲解：1. Procedure of han dli ng ame ndme nt处理更改预订的程序5 Mi nu tesMethod培训Training Steps 培训步骤Time时间方式Contents 内容Questions 提问Lecture &Explanation 教学式与讲解Dem on strati on 展示2. Procedure of han

7、 dli ng can cellati on处理取消预订的程序3. How to han dle requireme nt fromcompa ny can charge back 处理来自 可挂帐公司的要求Whok nows how guest ame nda nd can cel booking谁知道客人用那些方式进行更改 和取消预订。Show steps on prepared flipchart. Expla in reas on for each step. Ask train ees to comme nta nd questi on on each step. 将所 有程序的主要

8、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。2 Mi nu tes15 Min utes3 Mi nu tesMethod培训方式Training Steps 培训步骤Time时间Practice - RolePlay练习-角色扮演1. Dem on strate in Oprea how to can celand ame nd book ing 在电脑中展示女口 何更改和取消预订2. Ask participa nt to be a guest.Show each step. After dem on strati on. Refer back t

9、o flipchart and review / discuss each step.请参与者为客人，给其讲解步骤，作 展示之后，回忆白板纸上的内容，并讨论每一个步骤。1. Each trainee practice in theOprea每一个学员在电脑中练习2. Each trainee practices first as guest,the n as Reservati on Sales Age nt.10 Min utesMethod培训方式Training Steps 培训步骤Time时间每一个学员先作客人，后作预订部5 Mi nu tesCritique销售文员评估Case Ex

10、ample 案例：Guest ame nd a book ing withSummarytran sportati on requireme nt and(Key point: check availability , double checkguest stran sportati on and restaura nt requireme nt and do respect ame ndme nt)位客人打 来更改一个带接机和餐厅预订的订房要点：查看可卖房，与客人确认接机安排和餐厅预订安排并在电脑中作相应 更改)Accord ing the procedure.按照程序。Method培训方式

11、Training Steps 培训步骤Time时间Review Key Poi nts:回忆要点：1. Ask questi ons and have participa ntexpla in the sta ndard and itsimporta nee.提冋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. Rei nforce and discuss the point:力口强并讨论以下要点：Han dli ng ame ndme ntbook ing, check availability first 处理更改 预订时先查看可卖房Han dli ng ame ndme nt andcan cellati on book ing check otherrespect requireme nt.Total 40Mi nutesMethod培训方式Training Steps 培训步骤Time时间处理更改和取消预订时查看其 他相关