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 Reservation / Same day Reservations
任务: 作预订/ 当天预订
Objectives: At the end of this session reservations sales agent will be knowing how to
handle daily reservation in correct way.
目的: 在课程结束的时候预订部销售文员应懂得如何以正确的方式处理
每天的预订。
Standard : All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.
标准: 以谦和,友好的态度接受所有预订,并准确无误地记录。专业地回答
客人提出的酒店及房间设施问题。提供客人以帮助,满足客人需要。
Resources: Flip Chart, Handout, Computer with GEAC terminal
培训器材: 白板,白板纸,培训资料,带GEAC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
Show “ ”(Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent making reservation is our main working.
开场白: 作为一名预订部销售文员处理预订是我们每天主要的工作。
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 three parts:
这节课会分为三个部分来讲解:
Phone Reservation
电话预定
Fax / Letter Reservation
预定传真/ 预定信
Same day reservation
同天预定
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
内容
Buzz Group
小组讨论
Lecture & Explanation
教学式与讲解
Demonstration
展示
Practice - Role Play
练习–