酒店《貴賓預(yù)訂》培訓(xùn)活動(dòng)綱要

1、A HOTEL XXX 大酒店 TRAINING ACTIVITY OUTLINE 培訓(xùn)活動(dòng)綱要Task: VIP Booking任務(wù) : 貴賓預(yù)訂Code 序號(hào): RM-RES-D110Objectives ： At the end of this session reservations sales agent will be knowing how to handle the VIP booking.目的 : 在課程結(jié)束的時(shí)候預(yù)訂部銷售文員應(yīng)懂得如何處理貴賓預(yù) 訂。Standard ：1. VIP designation or amenity requests should be pla

2、ced in the Oprea System at least one day prior to arrival.2. In the event of a same day amenity request, the appropriate amenity requirement should be informed to the Guest Service Supervisor/Manager for processing.3. In all cases the amenity codes should be keyed into the guest profile in the Oprea

3、 System.標(biāo)準(zhǔn)：1. 貴賓的特殊接待申請至少在一天前就輸入到電腦系統(tǒng) 中，2. 對(duì)于當(dāng)天的貴賓申請要立即通知前臺(tái)的賓客服務(wù)經(jīng)理 或主管以使其能立即安排，3. 任何級(jí)別的貴賓的特殊要求密碼都要輸入至電腦的客 戶檔案中。Resources:Flip Chart, Han dout, Computer with Oprea termi nal培訓(xùn)器材：白板，白板紙，培訓(xùn)資料，帶 Oprea終端的電腦MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間In troductio nShow “ (Objectives)5 Mi nu tes介紹顯示課程目的LectureProlog

4、ue: As a Reservati ons Sales Age nt教學(xué)式we will meet the VIP requirementMethod培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Prepared on Flip ChartCon te nts內(nèi)容Lecture&Expla nati on教學(xué)式與講解everyday.開場白：作為一名預(yù)訂部銷售文員我 們每天都能接到有關(guān)貴賓客人的預(yù)訂。So the objectives of this session is: (Refer to Objectives of thTAO) 今天這堂課的目的是：(參考標(biāo)準(zhǔn)與程 序The

5、main content of this course shouldbe:這節(jié)課會(huì)分為一個(gè)部分來講解：Procedure of han dli ng VIPbooki ng.處理貴賓客人預(yù)訂的程序。Show steps on prepared flipchart. Explaii reason for each step. Ask trainees to comme nt and questi on on each step.15 Min utes1Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Dem on strati on展示Practice - RolePlay練習(xí)

6、-角色扮演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。Dem on strate in Oprea how to set up VIP code in guest profile.在Oprea中展示如何在電腦中設(shè)置貴 賓客人密碼。Ask participa nt to be a guest. Show each step. After dem on strati on. 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

7、上的內(nèi)容，并討論 每一個(gè)步驟。Each trainee practices first as guest, ther as Reservati on Sales Age nt.每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷售3 Mi nu tes10 Min utesMethod培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Critique評(píng)估Summary總結(jié)文員.Case Example 案例：A company arranges VIP booking for their preside nt required a suite and flowers and fruits requireme nt.一公司為其總裁安排貴賓預(yù)訂，并要求 有鮮花和果籃。Accord ing the procedure.按照程序。Review Key Poin ts:回顧要點(diǎn)：1. Ask questions and have participant expla in the sta ndard and its importa nee.提問并請參與者解釋標(biāo)準(zhǔn)及其 重要性5 Mi nu tesMethod培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間2. Summarize critique points applicableto en tire gro