酒店《会议及宴会预订需要》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:CI & M Inquiry任务 :会议及宴会预订需要Code 序号 : RM-RES-D190Objectives:At the end of this session, Reservations Sales associates will be able to handle CI & M business inquiries only as the first point of contact when such inquiries are received at the

2、Reservation Sales office. Next step is to refer to the Sales Department to take over.目的 :在课程结束的时候，所有预订部销售文员接听到客人有关于会议及宴会的预订需要的电话时，预订部销售文员在接到电话的第一接触点处理客人的要求，剩余步骤应交由销售部来处理。Standard：Reservation Sales associates will handle CI & Mbusiness inquiries only at the first point of contact when such inquir

3、ies are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over. During the course of call transfer, the caller is not to be inconvenienced in any way.标准 :在预订部办公室中当接听到客人有关于会议及宴会的预订需要的电话时，预订部销售文员只在接到电话的初步接触中处理客人的要求，剩余步骤应交由销售部来处理，在转接过程中不要给客人造成任何不便。Resources

4、:Flip Chart and Handout培训器材 :白板，白板纸和培训资料MethodTraining StepsTime培训方式培训步骤时间MethodTraining StepsTime培训方式培训步骤时间IntroductionShow “ (Objectives)5 Minutes介绍显示课程目的LecturePrologue: Sometimes we will meet教学式the situation requiredconferenceand meeting.Prepared on开场白：有时我们会遇到需要会议Flip Chart的要求。So the objectives

5、ofthis sessionis: (Refer to Objectives of thisTAO)今天这堂课的目的是： （参考标准与程序The main content ofthiscourseshould be:Contents这节课的主要内容是：内容CI&M Inquiry handling15 MinutesLecture&procedureMethodTraining StepsTime培训方式培训步骤时间Explanation有会议要求预订的处理教学式与讲程序解3 MinutesDemonstratio nShow steps on prepared flipcha

6、rt. Explain reason for each step. Ask trainees to comment and question on each step.展示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10 Minutes解，在讲解过程中要不时请学员发表建议并提问。Practice - Role Ask participant to be a guest. ShowPlay练习扮演 角色each step. After demonstration. Refer back to flipchart and review / discuss each step.请参与者为

7、客人，给其讲解步骤，MethodTraining StepsTime培训方式培训步骤时间作展示之后，回顾白板纸上的内5 Minutes容，并讨论每一个步骤。CritiqueEach trainee practices first as guest,评估then as Reservation Sales Agent.每一个学员先作客人， 后作预订部Summary销售文员 .总结Case Example案例：A reservationrequired meetingfacility以个有会议要求的预订According the procedure.按照程序。Review Key Points:Total38回顾要点：Minutes1. Ask questions and have participant explain the standard and its importance.MethodTraining StepsTime培训方式培训步骤时间提问并请参与者解释标准及其重要性2. Summarize critique pointsapplicable