上海五星瑞吉红塔酒店培训教材—TAO-RM-RES-D060Amendments

1、THE ST. REGIS SHANGHAI上海瑞吉红塔大酒店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 session, each trainee will be able to handle reservation amendments and cancellations in Oprea Concern the variable situation when

2、handling the amendments bookings 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。Standard :Reservation Sales agents will handle reservationamendments of guestrooms initiated by the hotel or by the party that initiated the original reservatio n. All reservation amendments for same day arriva

3、ls and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concernedReservation 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

4、 day 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 Oprea termina

5、l 培训器材：口板，口板纸，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 on FlipChartContents内容Questions 提问Lecture &Explanation 教学式与讲解Demonstration展示Show “ W.I.FM' (Objectives) 显示课程目的Prologue: As a Reservations Sales Agent, we will meet this situation everyda y.开

6、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 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. Procedure of handling amendment 处理更改预订的程序2. Procedure of handling cancellation 处理取消预订的程序3. How to handle re

7、quirement from company can charge back 处理来自可挂帐公司的要求Who knows how guest amend and cancel 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. 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5 Minutes2 Minutes15 Minutes3 Minutes

8、Method 培训方式Training Steps 培训步骤Time 时间解过程中要不时请学员发表建议并提 问。1 Demonstrate in Oprea how to cancel and amend booking10 MinutesPractice - Role在电脑中展示如何更改和取消预订Play 练习-角色扮2. Ask participant to be a guest. Showeach step. After demonstration. Refer演back to flipchart and review / discuss each step请参与者为客人，给其讲解步骤，

9、 作展示之后，回顾口板纸上的内 容，并讨论每一个步骤。1 Each trainee practice in the Oprea 每一个学员在电脑中练习2. 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：5 MinutesCritiqueGuest amend a booking with评估transportation requirement and restaurant booking Summary(Key point: c

10、heck availability , double总结check giiesfs transportation and restaurant requirement and do respect amendment)一位客人打电话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)According the procedure. 按照程序。Method 培训方式Training Steps 培训步骤Time 时间Review Key Points:回顾要点：1. Ask questions and have participant e

11、xplain 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： Handling amendment booking, check availability first处理更改预订时先查看可卖房 Handling amendment and cancellation booking check other respect requirement.处理更改和取消预订时查看其他 相关内容 When received requir