酒店《超额人员》培训活动纲要

AHOTELXXX大酒店TRAININGACTIVITYOUTLINE培训活动纲要Task:ExtraPersons任务：超额人员Code序号：RM-RES-P020Objectives：Attheendofthissession,ReservationSalesassociateswillknowhowtohandlereservationsinvolvingmorethantwopersonsinaguestroomthatexistingbeddingisforamaximumoftwo.目的：在课程结束的时候，预部销文应懂得怎样处理一间床型只能住二人的房间内住超过二个以卜人的预订.Standard:Allroomratesarestructuredfor1or2personsinoneroomandusingtheexistingbedding.Whenreservationsrequireanadditionalpersonoranextrabedinaroom,theReservationSalesassociatewillaccuratelyquoteanadditionalpersonchargeorarollawaybed标准：所有房费都会有单人或双人报价。预订部销售文员接到要求一个房间内增加一名人员或一张床时，预订部销售文员将准确地报出增加人员的费用.Resources:FlipChart,Handout,ComputerwithOpreaterminal战训器材：白柘，白柘纸，培训密料，带有Onraa”端的由腼。Method培训方式TrainingSteps培训步骤Time时间Introduction介绍Lecture教学式Show"(Objectives)显示课程目的Prologue:AsaReservationsSalesAgent,wew川meetthesituationrequiredaextrabed.5Minutes

Method培训方式TrainingSteps培训步骤Time时间PreparedonFlipChartContents内容Brainstorms集思广益Lecture&Explanation教学式与讲解DemonstrationPractice练习Critique评估开场白：作为一名预订部销售文员我们有时会遇到需要加床的预订。Sotheobjectivesofthissessionis:・・[RefertoObjectivesofthisTAO）今天这堂课的目的是：（参考标准与程序）Themaincontentofthiscourseshouldbe:这节课的主要内容是：Procedureforhandlingextrapersonrequirements处理额外人员预订的程序Whatshouldwepayattentionwhenguestneedextrapersonreservations当接到一间房内超过三个人的预订时，我们需要注意些什么Showstepsonpreparedflipchart.Explainreasonforeachstep.Asktraineestocommentandquestiononeachstep.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向0DemonstratehowtoleavetracetoFrontofficeandhousekeeping.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.展示怎样在电脑中给前台和客房部留跟踪报表。讲解步骤，作展不之后，回顾白板纸上的内容，并讨论每一个步骤。Eachtraineepractices每一个学员练习Accordingtheprocedure.工仔口77工口Minutes15MinutesMinutes10Minutes5MinutesMethod培训方式TrainingSteps培训步骤Time时间Summary总结Summary总结Askquestionsandhaveparticipantexplainthestandardanditsimportanee.提问并请参与者解释标准及其重要性Summarizecritiquepointsapplicabletoentiregroup总结评估过程中对整组有用的要点Reinforceanddiscussthepoint:加强并讨论以下要点：Whatisthepriceforextrabed加床的价格Whenquotingextrabedorextrapersonforpackageratesinelusiveofbreakfastormeals,ensurethatcal