酒店《团队预订》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Group Reservation任务 :团队预订Code 序号 :RM-RES-D150Objectives:At the end of this session Reservations Sales associate will be understanding the proper way in handling and processing group reservations.目的 :在课程结束的时候预订部销售文员将懂得正确处理团队预订的程序Standard ：1. Group re

2、servations and tour bookings will be handled efficiently and accurately to ensure smooth operation for all concerned.2. Consideration is to be given to group room assignment to avoid unnecessary inconvenience to other guests. The Shift Leader will handle all group bookings.3. Group rates will be kep

3、t confidential and not revealed to irrelevant parties.标准 :1. 团体预定必须被有效和正确地处理以保证酒店收益最大化，并使散客和长住客的不便减到最小化。2. 所有团体预定将由预定主管处理。3.团体价格不可以泄露给任何不相关的人。Resources: Flip Chart, Handout, Computer with Oprea terminal培训器材 :白板，白板纸，培训资料，带有Oprea 终端的电脑MethodTraining StepsTime培训方式培训步骤时间MethodTraining StepsTime培训方式培训步骤时

4、间(Fortrainer tryto do this trainingafter Opreaknowledge training)IntroductionShow “ (Objectives)5 Minutes介绍显示课程目的LecturePrologue: As to Reservations Sales Agent handling教学式group is one of the most important work.开场白： 作为一名预订部销售文员处理团队预订是Prepared onFlip 我们每天的重要工作之一。ChartSo the objectives of this sessio

5、n is: (RefertoObjectives 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 six parts:这节课会分为六个部分来讲解：1. The procedure of quotation for group requirementsbased on availability.基于可卖房基础给予团队报价的程序2. The group handling procedure when booking is acceptedContents内容Brainstorms集思广益当预订接受时团队的处理程序3

6、. Preparation before group arrival团队到来之前的准备工作报告4. Large group handling procedure大团的处理程序5. Distribution Procedure团队的通知程序6. Late amendments handling procedure当日更改的处理程序What kind of information we need to get when makinga group booking2 Minutes当客人作团队预订时我们需要问什么样的信息Show steps on prepared flipchart. Explai

7、n reason foreach step. Ask trainees to comment and question on15 MinutesMethodTraining StepsTime培训方式培训步骤时间LectureExplanation教学式与讲解& 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。Ask participant to be a guest. Show each step. After3 Minutesdemonstration. Refer back to flipchartand r

8、eview /Demonstrationdiscuss each step.展示请参与者为客人，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。Each trainee practices first as guest, then as Reservation 10 Minutes Sales Agent.Practice - Role Play 练习 角色扮演Critique评估Summary总结每一个学员先作客人，后作预订部销售文员.Case Example案例：Group booking from CITS, from Dec12-15,12 peoples, 1 tou

9、r guide.中国国际旅行社的团队 12 月 12-15 日， 12 人， 1 全陪。Review Key Points:回顾要点：5 Minutes1. 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：The group handling procedure when bookingis accepted当预订接受时团队的处理程序Preparation before group arrival团队到来之前的准备工作报告Large group handling procedure大团