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: Special Requests & Trace Function
任务: 特殊要求及跟踪服务
Code序号: RM-RES-D130
Objectives: At the end of this session reservations sales agent will know how to handle the special requests and trace function.
目的: 在课程结束的时候预订部销售文员应懂得如何处理特殊要求及跟踪
服务
Standard : All guest requests will be entered accurately at the time of the reservation to ensure a munication to the necessary departments. Reservations will follow up traces for reservations on the associated dates.
标准: 在预定时客人的所有要求将被正确记录下来以确保相应的信息被传至所需的部门。在以后相应的日期预定部将跟踪这些预定并实行。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板,白板纸,培训资料,带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
Show “ ”(Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent, we will meet the situation of require special request.
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Prepared on Flip Chart
Contents
内容
Lecture & Explanation
教学式与讲解
Demonstration
展示
Practice - Role Play
练习–角色扮演
Critique
评估
Summary
开场白: 作为一名预订部销售文员我们会遇到有特殊要求的预订。
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 course of this session should be:
这节课的主要内容是:
Procedure of handling special requests and trace function
处理特殊要求的程序和跟踪服务程序。
Show steps on prepared flipch