SHERATON SHENYANG LIDO HOTEL
沈阳丽喜登饭店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task ： Group Handling
题目： 团队接
Code 序号： OHSMRMD101
Objectives： At the end of this session each trainee will be able to ensure a highly
Focused approach to handle the group and achieve the market target
目： 课程结束学员够学高度集中接团队方法确保
目标市场实现
Standard：The sales associate will handle and process all group and coordinate
with other departments Group booking will be handled efficiently and
accurately to ensure smooth operation for all departments conceded
Special benefits are to be considered to be given to the tour guide if
necessary The sales associate will inform all departments concerned of
revision on group bookings
标准： 位销售部员工够处理协调团队接团队预订必须效
准确确保部门接利果必团队领队予特殊
关关系团队预订修改问题销售部员工必须时通知关部门
Resources： LCD Group Booking Form Head Projector White Board
培训器材： LCD团队预订单幻灯机白板
Method
培训方式
Training Steps
培训步骤
Time
时间
Ice Break
破僵局
Introduction
介绍
Lecture
讲解
Ask one question 提问
How will we handling the group reservation
处理团队预订？
WIFM 获什
The correct use of group booking form will result in high efficiency and convenient for group handling
清楚填写团队预订单高效快速接团队
First when we received a group reservation fax what will we do( ask trainees)
首先收份团队预订单时该做？ ( 提问学员)
2 minutes
5 minutes
15 minutes
Buzz Group
集体讨
Lecture FC 1
And explanation
讲解解释
Lecture
讲解
Role play
角色扮演
Lecture
讲解
Summary
总结
Handouts
学资料
Divided trainees in several groups to discuss and then critique after discussion
How do we fill out a group reservation form and send confirmation letter to the travel agency
学员分成组讨然评估
填写团队预订单客回复预订？
Answer in Flip chart 1
Ø Group name 团队名称
Ø Booking travel agency name 预订旅行社名单
Ø Arrival time and departure time 达离店时间
Ø Type of room required ie single double or twin
房间类型求单间双间
Ø Arrival departure transport with time ie by train by air by bus etc
达离开间(交通工具)火车飞机汽车
Ø Meal information 饮食信息
Ø Company or agent responsible for group arrangement if applicable 公司团队负责
Ø Exchange rate 兑换率
Ø Payment 付款方式
Ø Special request 特殊求
Ø Attach reservation fax copy附预订传真
Note
24时旅行社回复确认信
All standard & Procedure be written in the flipchart and showing to trainees
标准程序白板写明展示学员
Group Arrival 团队达
(use whiteboard 1 written key point)
白板展示点
What do we do when the group arrival
Special pay attention group leader tour guide
团队达时该做？特注意领队全陪
WIFM 中获什？
When you know that you can handle the group check in more smoothly
解够更利帮助客登记入住
Review key points 回顾点
Give an example to show what a correct reservation form is
学员展示份填写非常明确预订单
10 minutes
6 minutes
5 minutes
5 minutes
Total 61 minutes
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沈阳丽喜登饭店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task ： Group Handling
题目： 团队接
Code 序号： OHSMRMD101
Objectives： At the end of this session each trainee will be able to ensure a highly
Focused approach to handle the group and achieve the market target
目： 课程结束学员够学高度集中接团队方法确保
目标市场实现
Standard：The sales associate will handle and process all group and coordinate
with other departments Group booking will be handled efficiently and
accurately to ensure smooth operation for all departments conceded
Special benefits are to be considered to be given to the tour guide if
necessary The sales associate will inform all departments concerned of
revision on group bookings
标准： 位销售部员工够处理协调团队接团队预订必须效
准确确保部门接利果必团队领队予特殊
关关系团队预订修改问题销售部员工必须时通知关部门
Resources： LCD Group Booking Form Head Projector White Board
培训器材： LCD团队预订单幻灯机白板
Method
培训方式
Training Steps
培训步骤
Time
时间
Ice Break
破僵局
Introduction
介绍
Lecture
讲解
Ask one question 提问
How will we handling the group reservation
处理团队预订？
WIFM 获什
The correct use of group booking form will result in high efficiency and convenient for group handling
清楚填写团队预订单高效快速接团队
First when we received a group reservation fax what will we do( ask trainees)
首先收份团队预订单时该做？ ( 提问学员)
2 minutes
5 minutes
15 minutes
Buzz Group
集体讨
Lecture FC 1
And explanation
讲解解释
Lecture
讲解
Role play
角色扮演
Lecture
讲解
Summary
总结
Handouts
学资料
Divided trainees in several groups to discuss and then critique after discussion
How do we fill out a group reservation form and send confirmation letter to the travel agency
学员分成组讨然评估
填写团队预订单客回复预订？
Answer in Flip chart 1
Ø Group name 团队名称
Ø Booking travel agency name 预订旅行社名单
Ø Arrival time and departure time 达离店时间
Ø Type of room required ie single double or twin
房间类型求单间双间
Ø Arrival departure transport with time ie by train by air by bus etc
达离开间(交通工具)火车飞机汽车
Ø Meal information 饮食信息
Ø Company or agent responsible for group arrangement if applicable 公司团队负责
Ø Exchange rate 兑换率
Ø Payment 付款方式
Ø Special request 特殊求
Ø Attach reservation fax copy附预订传真
Note
24时旅行社回复确认信
All standard & Procedure be written in the flipchart and showing to trainees
标准程序白板写明展示学员
Group Arrival 团队达
(use whiteboard 1 written key point)
白板展示点
What do we do when the group arrival
Special pay attention group leader tour guide
团队达时该做？特注意领队全陪
WIFM 中获什？
When you know that you can handle the group check in more smoothly
解够更利帮助客登记入住
Review key points 回顾点
Give an example to show what a correct reservation form is
学员展示份填写非常明确预订单
10 minutes
6 minutes
5 minutes
5 minutes
Total 61 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