THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Guest Name
务 客名字
Code序号 RMRESA100
Objectives： At the end of this session Reservations Sales associates will be able know the proper way in recording the names of guests accurately to avoid confusion and error that would inconvenience clients
目 课程结束时候预 订 部 销 售 文 员应懂电脑中记录客名
字避免找预订客造成必麻烦
Standard ： A standard format will be used for entering reservation names into Oprea to avoid duplicate bookings that creates confusion and delay at checkin By using the correct terminology and format delays in locating the booking for amendment will be reduceds
标准 避免重复预订客登记入住造成便减少寻找预订
时间标准格式输入客姓 名
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
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Show WIFM (Objectives)
显示课程目
Prologue Sometimes we often make unnecessary trouble for the wrongly name record in computer
开场白： 常会名字输入正确造成必麻烦
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 on recording guest name correctly
记录客名字正确程序
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
容
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
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
Demonstrate how to record guest name in Oprea in Computer
展示电脑中正确记录客名字
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：
Ask for guest name
样问客名字
According the procedure
程序
Practice how to record guest name correctly in computer
练电脑中正确记录客名字
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
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Total 43 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
加强讨点：
l The function of language code
语言密码处
l Procedure on how to record guest name
记录客名字程序
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Guest Name
务 客名字
Code序号 RMRESA100
Objectives： At the end of this session Reservations Sales associates will be able know the proper way in recording the names of guests accurately to avoid confusion and error that would inconvenience clients
目 课程结束时候预 订 部 销 售 文 员应懂电脑中记录客名
字避免找预订客造成必麻烦
Standard ： A standard format will be used for entering reservation names into Oprea to avoid duplicate bookings that creates confusion and delay at checkin By using the correct terminology and format delays in locating the booking for amendment will be reduceds
标准 避免重复预订客登记入住造成便减少寻找预订
时间标准格式输入客姓 名
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
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Show WIFM (Objectives)
显示课程目
Prologue Sometimes we often make unnecessary trouble for the wrongly name record in computer
开场白： 常会名字输入正确造成必麻烦
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 on recording guest name correctly
记录客名字正确程序
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
容
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
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
Demonstrate how to record guest name in Oprea in Computer
展示电脑中正确记录客名字
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：
Ask for guest name
样问客名字
According the procedure
程序
Practice how to record guest name correctly in computer
练电脑中正确记录客名字
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
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Total 43 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
加强讨点：
l The function of language code
语言密码处
l Procedure on how to record guest name
记录客名字程序
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