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: CI & M Inquiry
任务: 会议及宴会预订需要
Code序号: RM-RES-D190
Objectives: At the end of this session, Reservations Sales associates will be able to handle CI & M business inquiries only as the first point of contact when such inquiries are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over.
目的: 在课程结束的时候,所有预订部销售文员接听到客人有关于会议及
宴会的预订需要的电话时,预订部销售文员在接到电话的第一接触点处理客人的要求,剩余步骤应交由销售部来处理。
Standard : Reservation Sales associates will handle CI & M business inquiries only at the first point of contact when such inquiries are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over. During the course of call transfer, the caller is not to be inconvenienced in any way.
标准: 在预订部办公室中当接听到客人有关于会议及宴会的预订需要的电话
时,预订部销售文员只在接到电话的初步接触中处理客人的要求,剩余步骤应交由销售部来处理,在转接过程中不要给客人造成任何不便。
Resources: Flip Chart and Handout
培训器材: 白板,白板纸和培训资料
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
Lecture & Explanation
教学式与讲解
Demonstration
Show “ ”(Objectives)
显示课程目的
Prologue: Sometimes we will meet the situation required conference and meeting.
开场白:有时我们会遇到需要会议的要求。
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 t