作预订、当天预订培训纲要

TRAININGACTIVITYOUTLINE培训活动纲要Task:TakingReservation/SamedayReservations任务:作预订/当天预订Objectives：Attheendofthissessionreservationssalesagentwillbeknowinghowtohandledailyreservationincorrectway.目的:在课程结束的时候预订部销售文员应懂得如何以正确的方式处理每天的预订。Standard：Allreservationswillbetakenandrecordedaccuratelyinafriendlyandcourteousmanner.Guestinquiriesregardingthehotelandroomfacilitieswillbeansweredknowledgeablyandeveryassistancewillbegiventoacallertomeettheirneed.标准:以谦和，友好的态度接受所有预订，并准确无误地记录。专业地回答客人提出的酒店及房间设施问题。提供客人以帮助，满足客人需要。Resources:FlipChart,Handout,ComputerwithGEACterminal培训器材:白板，白板纸，培训资料，带GEAC终端的电脑Method培训方式TrainingSteps培训步骤Time时间Introduction介绍Lecture教学式PreparedonFlipChartContents内容BuzzGroup小组讨论Lecture&Explanation教学式与讲解Demonstration展示Practice-RolePlay练习–角色扮演Critique评估Summary总结Show“W.I.F.M”(Objectives)显示课程目的Prologue:AsaReservationsSalesAgentmakingreservationisourmainworking.开场白：作为一名预订部销售文员处理预订是我们每天主要的工作。Sotheobjectivesofthissessionis:…(RefertoObjectivesofthisTAO)今天这堂课的目的是：（参考标准与程序〕Thecourseshouldbedividedintothreeparts:这节课会分为三个部分来讲解：1.PhoneReservation电话预定2.Fax/LetterReservation预定传真/预定信3.Samedayreservation同天预定Dividedthetraineeintotwogroups,discusstheprocedureofhandlingreservation.将小组成员分成两组讨论处理预订的基本程序。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问。Askparticipanttobeaguest.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.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。Eachtraineepracticesfirstasguest,thenasReservationSalesAgent.每一个学员先作客人，后作预订部销售文员.CaseExample案例：Anormalreservation(Points:trytocovereverystep)一个普通的预订(要点：尝试涵盖所有步骤)Accordingtheprocedure.按照程序。ReviewKeyPoints:回顾要点：1.Askquestionsandhaveparticipantexplainthestandardanditsimportance.提问并请参与者解释标准及其重要性5Minutes2Minutes15Minutes3Minutes10Minutes5MinutesMethod培训方式TrainingSteps培训步骤Time时间2.Summarizecritiquepointsapplicabletoentiregroup总结评估过程中对整组有用的要点3.Reinforceanddiscussthepoint:加强并讨论以下要点：Faxresponsemustbeactionedwithin2hours.传真的回复必须在2小时之内完成。SamedaybookingmustbeactionedimmediatelyandinformFrontOfficeatthesametime.当天预订应立即完成并立即通知前台。Total40Minutes