酒店《预订未到》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:No Show任务 :预订未到Code 序号 :RM-RES-D050Objectives ： At the end of this session Reservations Sales associates will be able to know the proper procedure in applying no-show charges to guests or party responsible for the reservation in the event of not sho

2、wing up on the day of arrival as booked目的 :在课程结束的时候预订部销售文员应懂得在客人预订未到的情况下，如何收取客人预订未到费用。Standard ：1. One night s accommodation charge at the rate confirmed, including service charge and tax will be charged to theguaranteed booking that does not arrive on the specified date.2. All reservation details w

3、ill be thoroughly checked before applying a no-show charge. The Director of Sales & Marketing will authorize no-show charges.标准 :1. 按照预订标准的一个晚上的住宿费用，包括服务费和税费，将被当作如不在指定日期到达的预订保证金。2. 在计算预订却未到的费用前，应彻底检查所有的预订细节。所有的无住宿费用将首先由销售总监审定。Resources:Flip Chart, Handout, Computer with Oprea terminal培训器材 : 白板，白板纸，培

4、训资料，带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间IntroductionShow “ (Objectives)5 Minutes介绍显示课程目的LecturePrologue: For sure every day we will教学式meet the situation of no show, how wehandle it is a little bit confused things forPrepared on Flip lots of personChart开场白：每

5、天我们都有客人预订未到， 怎样处理这件事情是比较让人困惑的事情。Sothe objectives ofthis sessionis: (Refer to Objectives of this TAO)今天这堂课的目的是：（参考标准与程序The main content of this course shouldbe:这节课的主要内容是：Procedure of handling no showContents处理预订未到客人的程序MethodTraining StepsTime培训方式培训步骤时间内容15 MinutesLecture&Explanation教学式与讲解Summary总结Sho

6、w steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on 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5 Minutes过程中要不时请学员发表建议并提问。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2. Summarize critique points applicableMethodTraining StepsTime培训方式培训步骤时间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：Total25Procedure of charge no showMinutes预订未到收费的程