上海五星瑞吉紅塔酒店培訓教材—TAO-RM-RES-A100GuestName

1、THE ST. REGIS SHANGHAI 上海瑞吉紅塔大酒店 TRAINING ACTIVITY OUTLINE 培訓活動綱要Task:Guest Name任務(wù)：客人名字Code序號：RM-RES-A100Objectives：At the end of this session. Reservations Sales associates will be able know the proper way in recording the names of guests accurately to avoid confusion and error that would inconveni

2、ence clients.目的：在課程結(jié)束的時候預訂部銷售文員應(yīng)懂得如何在電腦中記錄客人的名 字以避免因為找不到預訂而給客人造成不必要的麻煩。Standard :A standard format will be used for entering reservation names into Oprea to avoid duplicate bookings that creates confusion and delay at check-in. By using the correct terminology and format, delays in locating the book

3、ing for amendment will be reduced.s標準：為避免重復預訂在客人登記入住造成不便，可減少尋找預訂的 時間，要使用標準格式輸入客人姓名。Resources:Flip Chart, Handout, Computer with Oprea terminal培訓器材：白板，tl板紙，培訓資料，帶有Oprea終端的電腦Method 培訓方式Training Steps 培訓步驟Time 時間Introduction 介紹 Lecture 教學式Prepared on Flip ChartShow “ W.I.F.M" (Objectives) 顯示課程目的Pr

4、ologue: Sometimes we often make unnecessary trouble for Hie wrongly name record in computer.開場口：我們經(jīng)常會山于名字輸入不正確而 造成不必要的麻煩So the objectives of this session is: .(Refer to Objectives of this TAO)今天這堂課的目的是：(參考標準與程序)The main content of this course should be: 這節(jié)課的主要內(nèi)容是：Procedure on recording guest name co

5、rrectly 記錄客人名字的正確程序5 MinutesMethod培訓方式Training Steps 培訓步驟Time 時間Contents 內(nèi)容 Lecture & Explanation 教學式與講解Demonstration 展示Practice - Role Play 練習-角色扮演Critique 評估Suinmarv總結(jié)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

6、備好的白 板紙上，逐步作以講解，在講解過程中要不 時請學員發(fā)表建議并提問。Demonstrate how to record guest name in Oprea in Computer.展示如何在電腦中正確記錄客人的名字 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，回顧口板紙上的內(nèi)容，并討論每一個步 驟。Each trainee practices f

7、irst as guest, then as Reservation Sales Agent.每一個學員先作客人，后作預訂部銷售文員. Case Example 案例：Ask for guest name 怎樣問客人名字According the procedure 按照程序。Practice how to record guest name correctly in computer練習如何在電腦中正確記錄客人的名字Review Key Points: 回顧要點：1 Ask questions and have participant explain the standard and its importance 提問并請參與者解釋標準及其重要性2. Summarize critique points applicable to entire group總結(jié)評估過程中對整組有用的要點3. Reinforce and discuss the point:15 Minutes3 Minutes10 Minutes5 MinutesTotal 43 MinutesMethod培訓方式Tr