酒店《工作区域维护》培训活动纲要

1、A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Worki ng Area Mai ntai ning任务：工作区域维护Code序号：RM-RES-A030ObjectivesAt the end of this sessi on reservatio n sales age nt will be knowing the procedure of worki ng area mai ntai ning.目的：在课程结束的时候预订部销售文员应懂得工作区域维护的程序。Standard : Reservati on Sales Agents are

2、pers on ally resp on sible to keep the working area tidy and clean to maintain a quiet and healthy working en vir onment and to enhance customer satisfacti on. En sure adequate supply of stationary is available in the Reservations Office at all times.标准：预 订部销 售文员 应对自 己工作区域的干净和整齐负责，以便为大家提供安静健康的工作环境并提

3、咼客 人对服务的满意度。并确保预订部办公室随时保证有充 足的办公室用品。Resources: Flip Chart, Han dout. 培训器材：白板，白板纸，培训资料Method培训方式Training Steps培训步骤Time时间IntroductionShow “ W.I.F.M ” (Objectives)5 Mi nu tes介绍显示课程目的LectureThe objectives of this session is:(Refer to教学式Objectives of this TAO)今天这堂课的目的是：(参考标准与程序Method培训方式Training Steps培训步

4、骤Time时间F/P(P)Contents内容Lecture&Expla nati on教学式与讲解OHP(P)Summary总结The main content of this course should be:这节课的主要内容是：* Worki ng area mai ntai ning.工作区域维护。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，在讲解过程中要不时请学员发 表建议并提冋。Review Key Poi nts:回顾要点：1. Ask questi ons and have participa nt expla in the sta ndard and its importa nee.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. Rein force and discuss the point:加强并讨论以下要点：Worki ng area mai ntai ning.工作