特殊要求及跟踪服务

1、XXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task：Special Requests & Trace Function任务：特殊要求及跟踪服务Code 序号：RM-RES-D130Objectives： At the end of this session reservations sales agent will know目的：how to handle the special requests and trace function. 在课程结束的时候预订部销售文员应懂得如何处理特殊要求及跟踪服务Standard : All guest reques

2、ts will be entered accurately at the time of the标准：reservation to ensure a smooth munication to the necessary departments Reservations will follow up traces for reservations on the associated dates在预定时客人的所有要求将被正确记录下来以 确保相应的信息被传至所需的部门。在以后相应的 日期预定部将跟 踪这些预定并实行。Resources： Flip Chart, Handout, puter with

3、 Oprea terminal 培训器材：白板，口板纸，培训资料，带Opr*终端的电脑Method 培训方式Training Steps培训步骤Time时间Introductio n介绍Lecture教学式Prepared onFlip ChartContents内容Lecture & Explanation 教学式与讲解Demonstration 展示Show “ W. I. F.(Objectives)显示课程目的Prologue: As a Reservations Sales Agent, we will meet the situation of require specia

4、l request 开场白：作为一名预订部销售文员我们 会遇到有特殊要求的预订。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 course of this session should be:这节课的主要内容是： Procedure of handling special requests and trace function 处理特殊要求的程序和跟踪服务程序。Show steps on prepared flipchart Explain

5、reason for each step. Ask trainees to ment and question on each step 将所有程序的主要内容事先写在准备 好的口板纸上，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 set up special request code in reservation5 Minutes15 Minutes3 MinutesMethod 培训方式Training Steps培训步骤Time时间Practice -Role Play 练习-角色 扮演Critique 评估Summary

6、总结screen and guest profile and how to set up trace. Show each st ep, After demonstration. Refer back to flipchart and review / discuss each step.在Oprea中展示如何设置特殊要求密 码及如何设置跟踪留言，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 每一个学员作练习According the procedure 按照程序。Review Key Points: 回顾要点：1. Ask questions and haveparticipant 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： Set up special request code in the Oprea在Oprea中设置特殊要求