酒店《锁房》培训活动纲要

1、a hotelxxx大酒店training activity outline培训活动纲要task:room blocking任务:锁房code序号:rm-res-d160objectives：at the end of this session reservations sales agent will be knowing how to block room in the oprea目的:在课程结束的时候预订部销售文员应懂得怎样在电脑中锁房standard ：certain reservations will be pre-blocked at the point of reservatio

2、n. specific room requests by a caller will be entertained according to availability. suites will be pre-blocked at the point of reservation. rooms that have been pre-blocked by reservations will be noted in the remarks field and will only be changed by the shift leader or guest service manager.标准:某些

3、特殊房间应提前由预订部锁房。客人要求 的特殊房号将 根 据 可 能 性 来 考 虑 。 被 预 订 部 提 前 锁 住 的 房 间 将 在 备 注 栏 内 注 明 并 只 能 由 主 管 或 大 堂 副 理 作 修 改。resources:flip chart, handout, computer with oprea terminal 培训器材:白板，白板纸，培训资料，带oprea终端的电脑method 培训方式training steps培训步骤time时间introduction介绍prepared on flip chartcontents内容lecture & explana

4、tion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：· room blocking 锁房show steps on prepared flipchart. explain rea

5、son 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 block room, show each step. after demonstration. refer back to flipchart and review / discuss each step.在oprea中展示如何锁房，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。ea

6、ch trainee practices 每一个学员练习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：· all suite and apartment booking will be pre-blocked at the poin