THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Guaranteed Arrival
务 担保预定
Code序号 RMRESD040
Objectives： At the end of this session Reservations Sales associates will be able to handle reservations with the application of reservation guarantee effectively and efficiently
目 课程结束时候 预订部销售文应懂作预订时应通
客求担保方式保护酒店客利益
Standard ： Every caller will be advised at the time of reservations of the hotel’s guaranteed policies Reservation Sales Agents will protect the interest of both the client and the Hotel when handling and processing room reservations by demanding reservation guarantee from the clientguest
标准 位客 电 预 订 时 告 关 酒 店 预 订 担 保 规 定预 订 部 销 售 文 员应作预订时通客求担保
方式保护酒店客利益
Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea 终端电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
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
容
Questions
提问
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
Show WIFM (Objectives)
显示课程目
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序）
The main content of this course should be
节课会容：
1 Guaranteed arrival handling procedure
担保预定处理程序
2 Cancellation and no show policy
酒店取消预订未政策
What is the difference between the guaranteed reservations and non guaranteed reservations？
担保预订非担保预订间区：
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问
1 Demonstrate the Guaranteed type in the Oprea
展示电脑中担保类型
2 Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
练 – 角色扮演
Critique
评估
Summary
总结
请参者客讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices first as guest then as Reservations Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Guest need a booking during a high occupancy period RSA explain the hotel guaranteed policy to the guest
住房率高天客需预订房间 预 订 部 销 售 文 员 客解释酒店担保政策
Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
l Hotel’s cancellation and no show policy
取消政策预订未政策
5 Minutes
Total 40 Minutes
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Guaranteed Arrival
务 担保预定
Code序号 RMRESD040
Objectives： At the end of this session Reservations Sales associates will be able to handle reservations with the application of reservation guarantee effectively and efficiently
目 课程结束时候 预订部销售文应懂作预订时应通
客求担保方式保护酒店客利益
Standard ： Every caller will be advised at the time of reservations of the hotel’s guaranteed policies Reservation Sales Agents will protect the interest of both the client and the Hotel when handling and processing room reservations by demanding reservation guarantee from the clientguest
标准 位客 电 预 订 时 告 关 酒 店 预 订 担 保 规 定预 订 部 销 售 文 员应作预订时通客求担保
方式保护酒店客利益
Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea 终端电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
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
容
Questions
提问
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
Show WIFM (Objectives)
显示课程目
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序）
The main content of this course should be
节课会容：
1 Guaranteed arrival handling procedure
担保预定处理程序
2 Cancellation and no show policy
酒店取消预订未政策
What is the difference between the guaranteed reservations and non guaranteed reservations？
担保预订非担保预订间区：
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问
1 Demonstrate the Guaranteed type in the Oprea
展示电脑中担保类型
2 Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
练 – 角色扮演
Critique
评估
Summary
总结
请参者客讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices first as guest then as Reservations Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Guest need a booking during a high occupancy period RSA explain the hotel guaranteed policy to the guest
住房率高天客需预订房间 预 订 部 销 售 文 员 客解释酒店担保政策
Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
l Hotel’s cancellation and no show policy
取消政策预订未政策
5 Minutes
Total 40 Minutes
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档