酒店《酒店设施》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Product Knowledge任务 :酒店设施Code 序号 : RM-RES-P060Objectives ：At the end of this session Reservation Sales associates will have the ability to introduce the Hotel and its facilities descriptively to telephone inquiries.目的 :在课程结束的时候预订部销售文员应能够向询问者介绍有关酒店设施

2、和服务的信息。Standard ： Reservation Sales associates will promote the Hotel and its facilities by introducing the Hotel and its facilities over the telephone and professionally describe hotel facilities to telephone inquires.标准 :预订部销售文员须在接到关于酒店设施的咨询时能够专业的描述酒店设施。Resources: Flip Chart, Handout, Computer wit

3、h 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Suggest divided these sessions into two parts, one is forhotel profile explanation, the second is for terminologyexplanation.建议将这课分成两次作，一次作酒店档案解释，另一次作专业术语解释。IntroductionShow “ (Objectives)5 MinutesMethodTraining StepsTim

4、e培训方式培训步骤时间介绍Lecture教学式Prepared on ChartContents内容LectureExplanation教学式与讲解Summary总结显示课程目的Prologue: As a Reservations Sales Agent learning the product knowledge is also a very important things for us to be professional.Flip开场白： 作为一名预订部销售文员学习酒店知识对于我们的专业服务同样是非常重要一环。Sothe objectivesofthissession is: (Re

5、fer 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 two parts:这节课会分为二个部分来讲解：1. Hotel Inspection (around 45 Minutes)酒店参观45 Minutes2. Hotel Profile酒店档案夹子3. Terminology and Standard Phraseology酒店专门术语Show steps on prepared flipchart. Explain reason foreach step. Ask trainee

6、s to comment and question on45 Minutes for hotel& each file将所有程序的主要内容事先写在准备好的白板纸30 Minutes for上，逐步作以讲解，在讲解过程中要不时请学员发terminology表建议并提问。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 groupMethodTraining StepsTime培训方式培训步骤时间总结评估过程中对整组有用的要点3. Reinforce and discuss