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: Booking Confirmation
任务: 确认信
Code序号: RM-RES-A050
Objectives: At the end of this session Reservation Sales Agent will be able to confirm
Reservations to the party concerned in writing by letter or fax.
目的: 在本课程结束的时候预订部销售文员将能够向所需要的对象作
传真确认或书信确认。
Standard : When a booking confirmation is requested, a confirmation letter will be generated and sent to the booker within 2 hours by letter, fax or via e-mail. All booking requests made by fax must be responded to fax within 2 hours.
标准: 当客人确认预订时,预订部销售文员须在接到预订后的 2小时之内以传真,信件和Email的形式回复确认。通过传真做的预订必须在2小时内以传真回复确认。
Resources: Flip Chart, Handout, Computer withOprea 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
Introduction
介绍
Lecture
教学式
F/C1 (P)
Contents
内容
Show “ ”(Objectives)
显示课程目的
Prologue: To be leading five star hotels, respond guest confirmation letter efficiently and professionally can present our hotel’s high quality service.
开场白: 作为一个领先的五星级饭店,高效专业的为客人回复传真能展现我酒店高质量的服务。
So the objectives of this session is: …(Refer to Objectives of this S&P)
今天这堂课的目的是:(参考标准与程序〕
The main content of this course will be:
这节课的主要内容是:
Procedure of handling confirmation letter。
回复确认信的标准。
Who know hotel’s standards of responding confirmation letter?
5 Minutes
2 Minutes
Method
培训方式
Training Steps
培训步