THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Taking Message
务 电话留言
Code序号 RMRESA090
Objectives： At the end of this session reservations sales agent will be knowing the procedure of taking message
目 课程结束时候预订部销售文员应懂电话留言程序
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 电找时预订部销售文员应准确误记录电
容 10分钟留言单交相关员
Resources Flip Chart Handout and computer with Oprea terminal
培训器材 白板白板纸培训资料Oprea终端电脑
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
容
Brainstorms
集思广益
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent sometimes we need provide taking message service for the guest
开场白： 作名预订部销售文员时需客提供留言服务
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
节课容：
· Procedure of taking message
留言程序
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
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
留言时应记录容？
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 in Oprea how to leave message
Oprea中展示留言
2 Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示
回顾白板纸容讨步骤
1 Each trainee practice
学员练
2 Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
A guest call to an in house guest who is not in the room at the moment taking message for the guest
位客电话給位住店客客目前房间帮助客留言
According the procedure
程序
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：
· Procedure of taking message
留言程序
15 Minutes
3 Minutes
10 Minutes
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 Taking Message
务 电话留言
Code序号 RMRESA090
Objectives： At the end of this session reservations sales agent will be knowing the procedure of taking message
目 课程结束时候预订部销售文员应懂电话留言程序
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 电找时预订部销售文员应准确误记录电
容 10分钟留言单交相关员
Resources Flip Chart Handout and computer with Oprea terminal
培训器材 白板白板纸培训资料Oprea终端电脑
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
容
Brainstorms
集思广益
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent sometimes we need provide taking message service for the guest
开场白： 作名预订部销售文员时需客提供留言服务
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
节课容：
· Procedure of taking message
留言程序
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
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
留言时应记录容？
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 in Oprea how to leave message
Oprea中展示留言
2 Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示
回顾白板纸容讨步骤
1 Each trainee practice
学员练
2 Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
A guest call to an in house guest who is not in the room at the moment taking message for the guest
位客电话給位住店客客目前房间帮助客留言
According the procedure
程序
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：
· Procedure of taking message
留言程序
15 Minutes
3 Minutes
10 Minutes
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