【酒店管理培訓(xùn)】酒店《登記和結(jié)帳時(shí)間提前抵店和推遲離開》培訓(xùn)活動(dòng)綱要.doc

此文檔收集于網(wǎng)絡(luò)，如有侵權(quán)，請聯(lián)系網(wǎng)站刪除天馬行空官方博客：/tmxk_docin ；QQ:1318241189；QQ群：175569632A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:Check-In / Check Out Times, Early Arrival and Late Departure.任務(wù):登記和結(jié)帳時(shí)間, 提前抵店和推遲離開。Code序號(hào):RM-RES-P010, RM-RES-D090, and RM-RES-D100Objectives:At the end of this session Reservation Sales Agent will be able tounderstanding the Standard and Procedure of advise to guests the time thata guest room can be made available for occupancy and the time that aguest room should be vacated by the occupant.目的:在課程結(jié)束時(shí)預(yù)訂部銷售文員應(yīng)知道客人登記和結(jié)帳的時(shí)間及在那個(gè)時(shí)候我們可以準(zhǔn)備出干凈的房間和什么時(shí)候酒。 Standard ：1. Reservation Sales Agents will confirm reservations with clear advice to guests of the hotels check-in and checkout time.2. Reservation Sales associates will secure guarantee from guests who require accommodation immediately upon early arrival. Early arrival means the expected arrival of the guest is much before the normal check-in time of 3:00 p.m. 3. The Reservation Sales associate will not commit availability of an early arrival check-in during high occupancy periods. Where necessary, the Reservation Sales associate will offer the guest options available such as reserving the room from the night before by applying an additional days applicable room charge.4. Late departure means the expected departure of the guest is after the normal check-out time of 12:00 noon. The Reservation Sales associate will not commit availability of a late departure check-out during high occupancy periods. 5. Where necessary, the Reservation Sales associate will offer the guest options available such as storing luggage at the concierge.標(biāo)準(zhǔn):1. 預(yù)訂部銷售文員在確認(rèn)預(yù)訂時(shí)應(yīng)清楚除地告知本酒店的登記入住時(shí)間和結(jié)帳時(shí)間。2. 預(yù) 訂 部 銷 售 文 員應(yīng)要求早到的客人擔(dān)保其預(yù)訂，當(dāng)客人到店的 時(shí)間 早于下午15：00 點(diǎn)鐘時(shí)， 我們稱之為早到。3. 預(yù) 訂 部 銷 售 文 員 不 能 在 高 出 租 率 期 間 確 保 客 人 提 前 抵 店 可 入 住 。 如 果 必 要 的 話 ， 預(yù) 訂 部 銷 售 文 員 將 會(huì) 讓 客 人 意 識(shí) 到 如 果 在 入 住 前 一 天 晚 上 登 記 是 有 選 擇 余 地 的 。4. 推遲離開意味著結(jié)帳時(shí)間晚于中午12：00點(diǎn)鐘，預(yù) 訂 部 銷 售 文 員不 能 在 高 出 租 率 期 間 確 保 客 人 推遲離開。5. 如果必要的話，預(yù)訂部銷售文員應(yīng)提供建議請客人將行李存在行李部Resources:Flip charter, Handout, computer with Oprea terminal.培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，有Oprea 的電腦終端.Method 培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹Lecture教學(xué)式Prepared on Flip ChartContents內(nèi)容Questions提問Lecture & Explanation教學(xué)式與講解Demonstration展示Practice - Role Play練習(xí) 角色扮演Critique評估Summary總結(jié)Show “ W.I.F.M” (Objectives)顯示課程目的Prologue: As a Reservations Sales Agent, we will receive booking everyday, lots of the reservations will require early arrival and late departure.開場白： 作為一名預(yù)訂部銷售文員我們每天都要接收預(yù)訂，其中很多預(yù)訂都需要提前抵店和推遲離開。So the objectives of this session is: (Refer to Objectives of this TAO)今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序The course should be divided into three parts:這節(jié)課會(huì)分為三個(gè)部分來講解：1. Check-In / Check-out Times 登記和結(jié)帳時(shí)間 2. Early Arrival 提前抵店3. Late Departure 推遲離開4. SPG Late check out benefits 仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員結(jié)帳時(shí)間。 Who know hotels Check In / Check Out time?有誰知道酒店的登記結(jié)帳時(shí)間？Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 將所有程序的主要內(nèi)容事先寫在準(zhǔn)備好的白板紙上，逐步作以講解，在講解過程中要不時(shí)請學(xué)員發(fā)表建議并提問。Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.請參與者為客人，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。Each trainee practices first as guest, then as Reservation Sales Agent. 每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷售文員.Case Example 案例： Early Check in requirement during low occupancy 低住房率情況下的提前抵店要求 Late departure requirement during high occupancy 高住房率情況下的推遲離開要求 SPG guest late check out requirements仕達(dá)屋優(yōu)先顧客計(jì)劃會(huì)員推遲離店要求According the procedure.按照程序。Review Key Points:回顧要點(diǎn)：1. Ask questions and have participant explain the standard and its importance. 提問并請參與者解釋標(biāo)準(zhǔn)及其重要性2. Summarize critique points applicable to entire group 總結(jié)評估過程中對整組有用的要點(diǎn)3. Reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)： What i