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: Knowledge of Telephone Contact Number / Local Information
任务: 电话交流知识/ 当地旅游信息
Code序号: RM-RES-S010 / RM-RES-P080
Objectives: At the end of this session, Reservation Sales associates will be able to know how to keep useful contact telephone and fax numbers handy and to respond to inquiries accurately and promptly. Be able to transfer or forward ing calls to other departments or associates efficiently.
目的: 在课程结束的时候, 预订部销售文员要在手边准备可用的联系
电话和传真号码,并及时,准确的回答有关问讯,能及时将电话转接到客人所要求的部门和人。
Standard :
Reservation Sales associates will provide caller with telephone and fax numbers of other Sheraton and other Starwood hotels worldwide, and be able to transfer calls immediately to other departments or associates if required. Onward bookings will be offered and made for guests at Sheraton and Starwood hotels throughout the world.
Reservation Sales associates will be able to advise guests accurately about well-known local attractions including means of transportation, prices and opening time.
The Reservation Sales associate will take personal responsibility to find out information requested by the guest inform them as soon as possible.
标准:
预订部销售文员将为电话询问者提供其他喜来登和仕达屋饭店的联系电话和传真号码, 并能立即转接所需的饭店消费场所的电话。为客人提供在世界喜各地的来登和仕达屋酒店作预订的服务。
预订部销售文员须能够准确地向客人提供当地旅游名胜的信息在哪里, 价格以及开放的时间。
预订部销售文员有负责为客人找到所需的信息, 并尽快告诉他。
Resources: Fl