文档介绍：THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Guaranteed Arrival
任务: 担保预定
Code序号: RM-RES-D040
Objectives: At the end of this session, Reservations Sales associates will be able to handle reservations with the application of reservation guarantee effectively and efficiently.
目的: 在课程结束的时候, 预订部销售文应懂得在作预订时应通过
向客人要求担保方式来保护酒店及客人的利益。
Standard : Every caller will be advised at the time of reservations of the hotel’s guaranteed policies. Reservation Sales Agents will protect the interest of both the client and the Hotel when handling and processing room reservations by demanding reservation guarantee from the client/guest.
标准: 每一位客人来电预订时将被告之有关酒店预订担保的规定,.预订部销售文员应在作预订时通过向客人要求担保
方式来保护酒店及客人的利益。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板,白板纸,培训资料,带有Oprea 终端的电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
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
Questions
提问
Lecture & Explanation
教学式与讲解
Demonstration
展示
Practice - Role Play
Show “ ”(Objectives)
显示课程目的
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:
这节课会的主要内容是:
Guaranteed arrival handling procedure
担保预定的处理程序
Cancellation and no show policy
酒店取消和预订未到的政策
What is the difference between t