酒店《接送機(jī)和租用車服務(wù)》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:Airport Transfer & Limousine Booking任務(wù) :接送機(jī)和租用車服務(wù)Code 序號(hào) :RM-RES-D120Objectives:At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer transp

2、ortation service in an accurate and efficient way.目的 :在課程結(jié)束的時(shí)候預(yù)訂部銷售文員非常了解酒店的接送機(jī)和租用車服務(wù)，確并能準(zhǔn)確有效的銷售和提供這項(xiàng)服務(wù)。Standard ：Reservation sales agents will offer/handle transportationarrangements as a service and facility to hotel guests andpatrons.1.Information regarding guest flight arrival/departure time wil

3、l be recorded accurately, If have special situation, we can trace message set up (-option) to the Conciergedepartment, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest.2. Guests will be accurately ad

4、vised of the prices and options available for airport transfers and limousine service.3. will be exercised at all times.標(biāo)準(zhǔn) :預(yù)訂部文員應(yīng)將酒店的交通安排作為酒店的一項(xiàng)人及常客1. 關(guān)于抵離航班日期 /時(shí)間應(yīng)準(zhǔn)確記錄，如有特殊情況，可在電腦 Options 中給行李部留跟蹤報(bào)表， 任何關(guān)于交通安排的當(dāng)天的預(yù)訂，更改和特殊要求要在結(jié)束與客人的電話后立即通知行李部。2. 應(yīng)準(zhǔn)確的通知客人價(jià)格和可選擇的方法。3. 應(yīng)在整個(gè)過程中隨時(shí)應(yīng)用。Resources:Flip Chart,

5、 Handout, Computer with Oprea terminal培訓(xùn)器材 : 白板，白板紙，培訓(xùn)資料，帶有Oprea 端的電腦MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間IntroductionShow“ (Objectives)5 Minutes介紹顯示課程目的LecturePrologue: As a Reservations Sales Agent,教學(xué)式we should know transportation also isanother incremental revenue for the hotel,Prepared on Flip we h

6、ave responsibility to promote andChartoffer this service.開場(chǎng)白：作為一名預(yù)訂部銷售文員我們應(yīng)懂得交通服務(wù)同樣是酒店另一項(xiàng)可增加的服務(wù)。我們應(yīng)當(dāng)抓住一切機(jī)會(huì)去促銷和提供這項(xiàng)服務(wù)。Sotheobjectivesofthissessionis: (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 fiveparts:Method培訓(xùn)方式Contents內(nèi)容BrainstormTraining StepsTime培訓(xùn)步驟時(shí)間這節(jié)

7、課會(huì)分為五個(gè)部分來講解：1. Hotel information about transportation.酒店關(guān)于接送機(jī)和租用車服務(wù)的知識(shí)2.Procedure of handling transportation.處理接送機(jī)和租用車服務(wù)的程序3.Same day requirements.當(dāng)天的有關(guān)接送機(jī)和租用車服務(wù)的要求4.Amendment and cancellation更改和取消2 Minutes集思廣益5.Whole day and half day rental全天和半天租用服務(wù)What kind informationwe should get 15 MinutesLectu

8、re&from a guest when guest need AirportMethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間ExplanationTransfer & Limousine Booking service教學(xué)式與講解當(dāng)客人需要接送機(jī)和租用車服務(wù)的時(shí)候我們需要詢問哪一些問題。Show steps on prepared flipchart. Explain 3 Minutes reason for each step. Ask trainees toDemonstrationcomment and question on each step.展

9、示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。Ask participant to be a guest. Show each 10 MinutesPractice - Rolestep. After demonstration. Refer back toPlayflipchart and review / discuss each step.練習(xí)角色扮請(qǐng)參與者為客人， 給其講解步驟，作展演示之后，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, thenMetho

10、dTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間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：Same day airport pick up serviceCritiquecancellation5 Minutes評(píng)估(Keypoint:informconciergeimmediately anddeleteappropriateinformation in the Oprea)Summary一個(gè)當(dāng)天的接機(jī)要求取消?？偨Y(jié)（要點(diǎn)：立即通知行李部， 取消電腦中相應(yīng)位置的信息）According the

11、procedure.按照程序。Review Key Points:回顧要點(diǎn)：1. Ask questions and have participantMethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間explain the standard and itsimportance.提問并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. Summarize critique points applicableto 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:Total40加強(qiáng)并討論以下要點(diǎn)：MinutesThe procedure of handling airporttransfer & Limousine booking處理接送機(jī)和租用車服務(wù)的程序About same day boo