超五星级酒店培训大全.doc

THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店 培训活动纲要 ? Task: Checking Availability 任务: 查看可卖房 Code序号: RM-RES-D020 ? Objectives: At the end of this session, Reservations Sales Agent will be understanding how to accepting room reservations according to inventory availability. 目的: 在课程结束的时候，预订部销售文员应懂得如何按照酒店的可卖房情况来销售房间。 ? Standard ： 1.?? Reservation Sales associates will accept room bookings subject to verification of room inventory and availability status. 2.?? Reservation Sales associates will accurately check the availability for the room type and period of stay requested by the inquirer. When number of rooms or specific room types requested are not available, the Reservation Sales associate will offer alternatives and options basing on availability to promote the booking. 标准: 1.????????? 预订部销售文员应在查看酒店可卖房之后与客人确认预订。 2.????????? 预订部销售文员应按照客人所要求的房间类型及入住日期查看是否有此类型房间，当客人所要求的房型我们已没有时，基于我们的可卖房向客人推荐其他选择，并想办法促销房间。 ? ? Resources: Flip Chart, Handout, and telephone, Computer with Oprea terminal 培训器材: 白板，白板纸，培训资料，有Oprea终端的电脑。 ? ? Method 培训方式 ? Training Steps 培训步骤 Time 时间 ? Introduction 介绍 Lecture 教学式 ? Prepared on Flip Chart ? ? ? ? ? ? ? ? ? ? Contents 内容 Buzz Group 小组讨论 ? ? Lecture & Explanation 教学式与讲解 ? ? ? ? ? Demonstration 展示 ? ? ? ? ? Practice 练习 Critique 评估 ? Summary 总结 ? ? ? ? ? ? ? ? ? ? ? ? ? Show “ W.I.F.M” (Objectives) 显示课程目的 Prologue: As a Reservations Sales Agent, we receive reservation everyday, why we should check availability before we confirm the rate to the guests? 开场白： 作为一名预订部销售文员我们每天都要接预订，为什么察看可卖房如此重要呢？ So the objectives of this session is: …(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 should be: 这节课的主要内容是: ??????? The procedure of checking availability 察看可卖房的程序 ? ? ? Divided trainees into two groups to discuss the procedure of checking availability. 将小组学员分成两组讨论：察看可卖房的程序 ? Show 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