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: Toll Free Number & International equerries
任务: 免费电话和国际长途电话
Code序号: RM-RES-S020
Objectives: At the end of this session Reservation Sales Agent should be know how to handle international enquirer and offer guest toll free number in suitable situation properly.
目的: 在课程结束的时候预订部销售文员应懂得如何处理国际长途
电话及在必要的时候提供给客人免费电话。
Standard : The toll free reservation number will be offered to International callers making reservation inquires. Reservations will be handled quickly and accurately if the call is identified as international inquiry.
标准: 免费预订电话号码是用以提供给国际线路上电话预订或咨询者, 如果发现电话是国际长途,要尽可能准确、快速地处理预订
Resources: Flip Chart, Handout.
培训器材: 白板,白板纸,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
Show “ ”(Objectives)
显示课程目的
Prologue: Toll free number is another service provided to the guest to making booking method more convenient.
开场白: 为了使客人订房更为方便, 免费电话是我集团提供给客人的另一种服务。
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 course should be divided into two parts:
这节课会分为二个部分来讲解:
Procedure of handling international enquirer
处理国际长途电话的程序
Offer toll free number
提供客人免费电话
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
内容
Group discussion
小组讨论
Lecture & Explanation
教学式与讲解
D