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: Taking Message
任务: 电话留言
Code序号: RM-RES-A090
Objectives: At the end of this session reservations sales agent will be knowing the procedure of taking message.
目的: 在课程结束的时候预订部销售文员应懂得电话留言的程序。
Standard : In all situations that a caller is unable to have their call connected to his/ her requested destination, Reservation Sales Agent will offer to take a message. All messages will be recorded accurately and delivered within 10 minutes.
标准: 如来电所找的人不在时,预订部销售文员应准确无误记录来电内
容,并在 10分钟内将留言单交给相关人员。
Resources: Flip Chart, Handout puter with Oprea terminal.
培训器材: 白板,白板纸,培训资料和有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
Prepared on Flip Chart
Contents
内容
Brainstorms
集思广益
Show “ ”(Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent sometimes we need provide taking message service for the guest.
开场白: 作为一名预订部销售文员我们有时需要向客人提供留言服务。
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 main content of this course should be:
这节课的主要内容是:
Procedure of taking message.
留言的程序。
What information we should record when we taking message?
5 Minutes
2 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Lecture & Explanation
教学式与讲解
Demonstration
展示
Practice - Role Play
练习–角色扮演
Critique
评估
Summary