THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Processing Busy Line
务 电话占线处理程序
Code序号 RMRESA080
Objectives： At the end of this session reservation sales agent will know the procedure of processing busy line
目 课程结束时候预订部销售文员应懂处理占线电话程序
Standard ： When an extension is engaged or busy the Reservation Sales Agent will advise the caller accordingly The caller will always be offered the options of waiting for the extension to become available or leaving a message
标准 情况 某 分 机占 线 时 预 订 部 销 售 文 员 应 告 诉 方 时 提 供 致 电 者 选 择 分 线 等 留 言 权 利
Resources Flip Chart Handout Telephone
培训器材 白板白板纸培训资料电话
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
Lecture & Explanation
教学式讲解
Show WIFM (Objectives)
显示课程目
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 processing busy line
处理占线电话程序
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
5 Minutes
15 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
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
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 in the room at the moment but when you transfer telephone you find the line is busy
位客电话給位住店客部电话占线
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 processing busy line
处理占线电话程序
3 Minutes
10 Minutes
5 Minutes
Total 38 Minutes
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Processing Busy Line
务 电话占线处理程序
Code序号 RMRESA080
Objectives： At the end of this session reservation sales agent will know the procedure of processing busy line
目 课程结束时候预订部销售文员应懂处理占线电话程序
Standard ： When an extension is engaged or busy the Reservation Sales Agent will advise the caller accordingly The caller will always be offered the options of waiting for the extension to become available or leaving a message
标准 情况 某 分 机占 线 时 预 订 部 销 售 文 员 应 告 诉 方 时 提 供 致 电 者 选 择 分 线 等 留 言 权 利
Resources Flip Chart Handout Telephone
培训器材 白板白板纸培训资料电话
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
Lecture & Explanation
教学式讲解
Show WIFM (Objectives)
显示课程目
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 processing busy line
处理占线电话程序
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
5 Minutes
15 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
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
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 in the room at the moment but when you transfer telephone you find the line is busy
位客电话給位住店客部电话占线
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 processing busy line
处理占线电话程序
3 Minutes
10 Minutes
5 Minutes
Total 38 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