培訓(xùn)表大全(DOC 374個(gè))280.doc

1、 培訓(xùn)活動(dòng)綱要Task:Checking Availability 任務(wù):查看可賣房Code序號(hào):RM-RES-D020Objectives:At the end of this session, Reservations Sales Agent will be understanding how to accepting room reservations according to inventory availability.目的:在課程結(jié)束的時(shí)候，預(yù)訂部銷售文員應(yīng)懂得如何按照酒店的可賣房情況來銷售房間。 Standard ：1. Reservation Sales associates

2、will accept room bookings subject to verification of room inventory and availability status.2. Reservation Sales associates will accurately check the availability for the room type and period of stay requested by the inquirer. When number of rooms or specific room types requested are not available,

3、the Reservation Sales associate will offer alternatives and options basing on availability to promote the booking.標(biāo)準(zhǔn):1. 預(yù)訂部銷售文員應(yīng)在查看酒店可賣房之后與客人確認(rèn)預(yù)訂。2. 預(yù)訂部銷售文員應(yīng)按照客人所要求的房間類型及入住日期查看是否有此類型房間，當(dāng)客人所要求的房型我們已沒有時(shí)，基于我們的可賣房向客人推薦其他選擇，并想辦法促銷房間。Resources:Flip Chart, Handout, and telephone, Computer with Oprea termin

4、al 培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，有Oprea終端的電腦。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Buzz Group小組討論Lecture & Explanation教學(xué)式與講解Demonstration展示Practice 練習(xí) Critique評(píng)估Summary總結(jié)Show “ W.I.F.M” (Objectives)顯示課程目的Prologue: As a Reservations Sales Agent, we receive rese

5、rvation everyday, why we should check availability before we confirm the rate to the guests?開場(chǎng)白： 作為一名預(yù)訂部銷售文員我們每天都要接預(yù)訂，為什么察看可賣房如此重要呢？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 main content of this course should be:這節(jié)課的主要內(nèi)容是: The procedure of checking

6、availability 察看可賣房的程序Divided trainees into two groups to discuss the procedure of checking availability.將小組學(xué)員分成兩組討論：察看可賣房的程序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(qǐng)學(xué)員發(fā)表建議并提問。Demonstrate

7、 how to check availability using Oprea. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.用Oprea 展示如何察看可賣房，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. 每一個(gè)學(xué)員練習(xí)用Oprea察看可賣房。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(qǐng)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(píng)估過程中對(duì)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 information we should ask before checking availability? 察看可賣房時(shí)我們應(yīng)當(dāng)掌握那些信息。 How to handle special situ