酒店查看可賣(mài)房培訓(xùn)活動(dòng)綱要

1、A HOTELXXX 大酒店培訓(xùn)活動(dòng)綱要Task: Checking Availability任務(wù) :查看可賣(mài)房Code序號(hào) : RM-RES-D020Objectives: At the end of this session, ReservationsSales 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(xiāo)售文員應(yīng)懂得如何按照酒店的可賣(mài)房情況來(lái)銷(xiāo)售房間。Standard ：1. Reservation S

2、ales associates will accept room bookings subject to verification of room inventory and availability status.2. Reservation Sales associatesw ill 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

3、 not available, 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(xiāo)售文員應(yīng)在查看酒店可賣(mài)房之后 與客人確認(rèn)預(yù)訂。2. 預(yù)訂部銷(xiāo)售文員應(yīng)按照客人所要求的房間 類(lèi)型及入住日期查看是否有此類(lèi)型房間， 當(dāng)客人所要求的房型我們已沒(méi)有時(shí)，基于 我們的可賣(mài)房向客人推薦其他選擇，并想 辦法促銷(xiāo)房間。ResourcesF: lip Chart, Handout, and telephone,Compu

4、ter with Oprea terminal培訓(xùn)器材 : 白板， 白板紙， 培訓(xùn)資料， 有 Oprea 終端的 電腦。MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間IntroductioShow “ W.I.F.M ” (Objective5s) Minutesn顯示課程目的介紹Prologue: As a ReservationsLectureSales Agent, we receive教學(xué)式reservation everyday, why weshould check availability beforePrepared onwe confirm the ra

5、te to theFlip Chartguests?開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo) 售文員我們每天都要接預(yù)訂， 為什么察看可賣(mài)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 courseMethod 培訓(xùn)方式Training Steps 培訓(xùn)步驟Time 時(shí)間Contents 內(nèi)容Buzz Group 小組討論Lecture & Explanation 教學(xué)式與講 解Demonstrati on 展

6、示should be: 這節(jié)課的主要內(nèi)容是 :The procedure of checking availability察看可賣(mài)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(mài)房的程序Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each2 Minutes15 Minut

7、es3 Minutes10 MinutesMethod 培訓(xùn)方式Training Steps 培訓(xùn)步驟Time 時(shí)間Practice 練習(xí) Critique 評(píng)估Summary 總結(jié)step. 將所有程序的主要內(nèi)容事先 寫(xiě)在準(zhǔn)備好的白板紙上，逐步 作以講解，在講解過(guò)程中要不 時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。Demonstrate how to check availability using Oprea. Show each step. After demonstration. Refer back to flipchart and review / discuss each step. 用 Opre

8、a 展示如何察看可賣(mài) 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(mài)房。5 MinutesMethod 培訓(xùn)方式Training Steps 培訓(xùn)步驟Time 時(shí)間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(wèn)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(guò)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 shouldTotal 40MinutesMethod 培訓(xùn)方式Training Steps 培訓(xùn)步驟Ti