酒店《贵宾预订》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:VIP Booking任务 :贵宾预订Code 序号 :RM-RES-D110Objectives ： At the end of this session reservations sales agent will be knowing how to handle the VIP booking.目的 :在课程结束的时候预订部销售文员应懂得如何处理贵宾预订。Standard ：1. VIP designation or amenity requests should be placed in

2、 the Oprea System at least one day prior to arrival.2. In the event of a same day amenity request, the appropriate amenity requirement should be informed to the Guest Service Supervisor/Manager for processing.3. In all cases the amenity codes should be keyed into the guest profile in the Oprea Syste

3、m.标准 :1. 贵宾的特殊接待申请至少在一天前就输入到电脑系统中，2. 对于当天的贵宾申请要立即通知前台的宾客服务经理或主管以使其能立即安排，3. 任何级别的贵宾的特殊要求密码都要输入至电脑的客户档案中。Resources:Flip Chart, Handout, Computer with Oprea terminal培训器材 : 白板，白板纸，培训资料，带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LecturePrologue: As a Reser

4、vations Sales Agent教学式wewillmeettheVIPrequirementMethodTraining StepsTime培训方式培训步骤时间everyday.Prepared on Flip 开场白：作为一名预订部销售文员我Chart们每天都能接到有关贵宾客人的预订。Sotheobjectivesofthissessionis: (Refer to Objectives of thisTAO)今天这堂课的目的是：（参考标准与程序The main content of this course shouldbe:这节课会分为三个部分来讲解：Procedure of han

5、dling VIPbooking.Contents处理贵宾客人预订的程序。内容15 MinutesLecture&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.MethodTraining StepsTime培训方式培训步骤时间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。3 MinutesDemonstration

6、展示Practice - RolePlay练习角色扮演Demonstrate in Oprea how to set up VIPcode in guest profile.在 Oprea 中展示如何在电脑中设置贵宾客人密码。Ask participant to be a guest. Show each step. After demonstration. Refer back toflipchart and review / discuss each step.10 Minutes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

7、practices first as guest, thenas Reservation Sales Agent.每一个学员先作客人， 后作预订部销售MethodTraining StepsTime培训方式培训步骤时间文员 .Case Example案例：A company arranges VIPbookingfortheirpresidentrequiredasuiteandCritiqueflowers and fruits requirement.评估一公司为其总裁安排贵宾预订， 并要求5 Minutes有鲜花和果篮。According the procedure.按照程序。Summary总结Review Key Points: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MethodTraining StepsTime培训方式培训步骤时间2. Summarize critique points applicableTotal38to en