酒店《餐厅预订》培训活动纲要

1、a hotelxxx大酒店training activity outline培训活动纲要task:restaurant booking任务:餐厅预订code序号:rm-res-d200objectives：at the end of this session reservations sales agent will be knowing how to handle restaurant booking requirements.目的:在课程结束的时候预订部销售文员应懂得如何处理有餐饮要求的预订。standard ：when required the reservation sales age

2、nt will make a restaurant booking for the guest while booking rooms for the guests. all details will be recorded accurately, and relayed promptly to the outlet.标准:餐 厅 预 订 应 在 客 人 预 订 时 同 时 进 行。 所 有 的 细 节 将 被 准 确 地 记 录 下 来 ， 并 信息迅 速 转 到相应的餐厅。培训器材:白板，白板纸，培训资料。resources:flip chart, handout.method 培训方式t

3、raining 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 - 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 if we meet the restaurant requirement how we handle it?

4、开场白： 作为一名预订部销售文员如果接到有餐厅的预订要求我们怎样处理？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 of handling restaurant booking. 处理餐厅预订的程序。show steps on prepared flipchart. explain reason for each step. a

5、sk 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

6、, 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 guest book a accommodation with requirement for restaurant .客人预订房间同时要订一个餐厅。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：· information we should request when guest need a rest