酒店《担保预定》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Guaranteed Arrival任务 :担保预定Code 序号 :RM-RES-D040Objectives ： At the end of this session, Reservations Sales associates will be able to handle reservations with the application of reservation guarantee effectively and efficiently.目的 :在课程结束的时候， 预订部销售文应懂

2、得在作预订时应通过向客人要求担保方式来保护酒店及客人的利益。Standard ：Every caller will be advised at the time of reservations ofthe hotel s guaranteed policies. Reservation Sales Agents will protect the interest of both the client and the Hotel when handling and processing room reservations by demandingreservation guarantee fro

3、m the client/guest.标准:每一位客人来电预订时将被告之有关酒店预订担保的规定，.预订部销售文员应在作预订时通过向客人要求担保方式来保护酒店及客人的利益 。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IntroductionShow “ (Objectives)5 Minutes介绍显示课程目的LectureSothe objectives ofthis session教学式

4、is: (Refer to Objectives of this TAO)今天这堂课的目的是：（参考标准与程Prepared on Flip 序）ChartThe main content of this course shouldbe:MethodTraining StepsTime培训方式培训步骤时间这节课会的主要内容是：1.Guaranteed arrival handlingprocedure担保预定的处理程序Contents2.Cancellation and no show policy内容酒店取消和预订未到的政策2 MinutesQuestions提问Whatisthediffe

5、rencebetweentheguaranteedreservationsandnonguaranteed reservations15 MinutesLecture&担保预订与非担保预订之间的区别：Explanation教学式与讲解Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step.3 Minutes将所有程序的主要内容事先写在准备Demonstration好的白板纸上， 逐步作以讲解， 在讲解MethodTr

6、aining StepsTime培训方式培训步骤时间展示过程中要不时请学员发表建议并提问。1.Demonstrate the Guaranteed type inthe Oprea.展示电脑中的担保类型Practice - Role Play2. Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.10 Minutes练习角色扮请参与者为客人，给其讲解步骤，演作展示之后，回顾白板纸上的内容，并讨论每一个

7、步骤。Each trainee practices first as guest, thenas Reservations Sales Agent.Critique每一个学员先作客人， 后作预订部销售评估文员 .5 MinutesCase Example 案例：Guest need a booking during a highMethodTraining StepsTime培训方式培训步骤时间Summaryoccupancy period RSA explain the hotel总结guaranteed policy to the guest.在住房率很高的一天客人需要预订房间，预 订 部 销 售 文员向客人解释酒店的担保政策。Review Key Points:回顾要点：1. Ask questions and have participantTotal40explain the standard and itsMinutesimportance.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. Rei