酒店《登记和结帐时间,提前抵店和推迟离开》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Check-In / Check Out Times, Early Arrival and Late Departure.任务 :登记和结帐时间 , 提前抵店和推迟离开。Code 序号 : RM-RES-P010, RM-RES-D090, and RM-RES-D100Objectives: At the end of this session Reservation Sales Agent will be able to understanding the Standard and Pro

2、cedure of advise to guests the timethata guest room can be made available for occupancy and the time that a guest room should be vacated by the occupant.目的 :在课程结束时预订部销售文员应知道客人登记和结帐的时间及在那个时候我们可以准备出干净的房间和什么时候酒。Standard ：1.Reservation Sales Agents will confirm reservations with clear advice to guests o

3、f the hotel -inandscheckout time.2. Reservation Sales associates will secure guarantee from guests who require accommodation immediately upon early arrival. Early arrival means the expected arrival of the guest is much before the normal check-in time of 3:00 .3. The Reservation Sales associate will

4、not commit availability of an early arrival check-in during high occupancy periods. Wherenecessary,the Reservation Salesassociate willoffer theguest options available such as reserving the room from the nightbefore by applying an additional day s applicable room charge.4. Late departure means the ex

5、pected departure of the guest is after the normal check-out time of 12:00 noon. The Reservation Sales associate will not commit availability of a late departure check-out during high occupancy periods.5. Where necessary, the Reservation Sales associate will offer the guest options available such as

6、storing luggage at the concierge.标准 :1. 预订部销售文员在确认预订时应清楚除地告知本酒店的登记入住时间和结帐时间。2. 预 订 部 销 售 文 员应要求早到的客人担保其预订， 当客人到店的时间 早于下午 15： 00 点钟时， 我们称之为早到。3. 预订部销售文员不能在高出租率期间确保客人提前抵店可入住。如果必要的话，预订部销售文员将会让客人意识到如果在入住前一天晚上登记是有选择余地的。4. 推迟离开意味着结帐时间晚于中午 12：00 点钟，预 订 部 销 售文员不能在高出租率期间确保客人推迟离开。5. 如果必要的话，预订部销售文员应提供建议请客人将行李存

7、在行李部Resources: Flip charter, Handout, computer with Oprea terminal.培训器材 :白板，白板纸，培训资料，有Oprea 的电脑终端 .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Lecture教学式Prologue: As a Reservations Sales Agent, we will receive booking everyday, lots of the reservations will requ

8、ire early arrival and late departure.PreparedChartonFlip开场白： 作为一名预订部销售文员我们每天都要接收预订，其中很多预订都需要提前抵店和推迟离开。Sothe 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. Check-In / Check-out Times登记和结帐时间2. Early Arrival提

9、前抵店3. Late Departure推迟离开4. SPG Late check out benefitsMethodTraining StepsTime培训方式培训步骤时间仕达屋优先顾客计划会员结帐时间。ContentsWho know hotel s CheckIn / CheckOut time内容有谁知道酒店的登记结帐时间2 MinutesQuestions提问LectureExplanation教学式与讲解Demonstration展示Show steps on prepared flipchart. Explain reason foreach step. Ask trainee

10、s to comment and question on15 Minutes& 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 f

11、irst as guest, then as Reservation 10 Minutes Sales Agent.Practice - Role Play每一个学员先作客人，后作预订部销售文员.练习 角色扮演Case Example 案例：Critique评估Summary总结Early Check in requirement during low occupancy低住房率情况下的提前抵店要求Late departure requirement during high occupancy高住房率情况下的推迟离开要求SPG guest late check out requirements仕达屋优先顾客计划会员推迟离店要求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.MethodTraining StepsTime培训方式培训步骤时间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