酒店《作预订当天预订》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:任务 :Taking Reservation / Same day Reservations 作预订 / 当天预订Objectives ： At the end of this session reservations sales agent will be knowing how tohandle daily reservation in correct way.目的 :在课程结束的时候预订部销售文员应懂得如何以正确的方式处理每天的预订。Standard ：All reservations

2、will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.标准 :以谦和，友好的态度接受所有预订，并准确无误地记录。专业地回答客人提 出的酒店及房间设施问题。提供客人以帮助，满足客人需要。Resource

3、s: Flip Chart, Handout, Computer with GEAC terminal培训器材 :白板，白板纸，培训资料，带GEAC 终端的电脑MethodTraining StepsTime培训方式培训步骤时间IntroductionShow “ (Obje ctives)5 Minutes介绍显示课程目的LecturePrologue: As a Reservations Sales Agentmaking教学式reservation is our main working.开场白： 作为一名预订部销售文员处理预订是我们MethodTraining StepsTime培训方

4、式培训步骤时间PreparedonFlip每天主要的工作。ChartSothe objectivesofthissession is: (Refer toObjectives 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 three parts:这节课会分为三个部分来讲解：1. Phone Reservation电话预定2. Fax / Letter Reservation预定传真/预定信3.Same day reservation同天预定Contents内容Buzz Group小组讨论LectureExpla

5、nation教学式与讲解Demonstration展示Practice - Role Play 练习 角色扮演Divided the trainee into two groups, discuss the 2 Minutes procedure of handling reservation.将小组成员分成两组讨论处理预订的基本程序。Show steps on prepared flipchart. Explain reason foreach step. Ask trainees to comment and question on15 Minutes& each step.将所有

6、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. After 3 Minutes demonstration. Refer back to flipchart and review / discuss each step.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 Agen

7、t.每一个学员先作客人，后作预订部销售文员.Case Example案例：A normal reservation(Points: try to cover every step)MethodTraining StepsTime培训方式培训步骤时间Critique评估Summary总结一个普通的预订(要点：尝试涵盖所有步骤)According the procedure.按照程序。Review Key Points:5 Minutes回顾要点：1. 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：Fax response must be actioned within 2 hours.传真的回复必须在2 小时之内完成