酒店《队接待》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task ：Group Handling题目：团队接待Code 序号： OH-SM-RM-D101Objectives ： At the end of this session, each trainee will be able to ensure a highly Focused approach to handle the group and achieve the markettarget.目的：确保课程结束后，每个学员将能够学到高度集中接待团队的方法，目标市场的实现。Standard ： Th

2、e sales associate will handle and process all group and co-ordinate with other departments. Group booking will be handled efficientlyandaccurately toensure smooth operation foralldepartmentsconceded.Special benefits are to be considered to be given to the tour guide if necessary. The sales associate

3、 will inform all departmentsconcerned ofrevision on group bookings.标准：有效每一位销售部员工将能够处理和协调团队接待，团队的预订必须和准确，以确保各部门接待顺利， 如果有必要团队的领队将给予特殊的关照，关系到团队预订修改问题销售部员工必须及时通知有关部门。Resources：LCD, Group Booking Form, Head Projector, White Board培训器材：LCD ，团队预订单，幻灯机，白板Method培训方式Ice Break打破僵局Introduction介绍Lecture讲解Buzz Gro

4、up集体讨论Lecture F/C 1And explanation讲解和解释Training StepsTime培训步骤时间Ask one question:提问2 minutesHow will we handling the group reservation我们如何处理团队预订我们将获得什么5 minutesThe correct use of group booking form will result in high efficiency and convenient for group handling.清楚填写团队预订单，高效快速接待团队。First, when we rece

5、ived a group reservation fax, whatwill we do( ask trainees)15 minutes首先，当我们收到一份团队预订单时，我们该如何去做 ( 提问学员 )Divided trainees in several groups to discuss and then critique after discussion:How do we fill out a group reservation form and send confirmation letter to the travel agency将学员分成几组讨论然后评估。我们如何填写团队预订

6、单并给客人回复预订Answer in Flip chart 1Group name 团队名称Booking travel agency name 预订旅行社名单Arrival time and departure time到达及离店时间Type of room required, . single, double or twin.房间类型要求，单间或双人间Arrival/ departure transport with time, . by train, by air, by bus, etc.到达及离开间 (交通工具 )，火车，飞机或汽车。Meal information饮食信息Compa

7、ny or agent responsible for grouparrangement if applicable 公司及团队负责人 Exchange rate 兑换率Payment 付款方式Special request 特殊要求Attach reservation fax copy 附上预订传真Note:Lecture24 小时之内给旅行社回复确认信。讲解10 minutesAll standard & Procedure bewritten in theflipchartand showingto trainees:所有的标准和程序将在白板上写明并展示给学员。Role play角色扮演

8、Lecture讲解Summary总结Handouts学习资料Group Arrival团队到达(use whiteboard 1 written key point)用白板展示要点What do we do when the group arrival6 minutesSpecial pay attention: group leader/ tour guide 当团队到达时我们该如何去做特别注意领队和全陪我们能从中获得什么5 minutesWhen you know that, you can handle the group check inmore smoothly.当你了解这些，你将能够更顺利的帮助客人登