培訓表匯編269

1、TRAINING ACTIVITY OUTLINE培訓活動綱要Task:Amendments and Cancellations任務:更改和取消預訂Code序號:RM-RES-D060 / RM-RES-D070Objectives:At the end of this session, each traineewill be able to handle reservation amendmentsand cancellations in Oprea Concern the variablesituation when handling the amendments bookings.目的:

2、在 課程結束的時候每個學員都應明白如何在電腦中處理更改和取消預訂，并能在取消預訂的時候考慮到各種變化的 情形。：Reservation Sales agents will handle reservation amendmentsof guestrooms initiated by the hotel or by the party that initiated theoriginal reservation. All reservation amendments for same dayarrivals and arrivals beyond 24 hours will be actione

3、d immediatelywith information passed to all departments concerned.Reservation Sales agents will handle booking cancellations ofguestrooms initiated by the hotel or by the party that initiated theoriginal reservation. All booking cancellations for same day arrivalsand arrivals beyond 242 / 7Standard3

4、 / 7information passed to all departments concerned.標準:預訂部文員應明白得如何處理更改預訂。所有當天或24小時以上的更改預訂應立即給予處理，并立即通知相應的部門。預 訂部文員應明白得如何處理取消預訂。所有當天的或24小時以上的取消預訂應立即給予處理， 并立立即相關信息通知 相應的部門。Resources:Flip Chart, Handout, Computer with Opreaterminal培訓器材:白板，白板紙，培訓資料，帶有Oprea終端的電腦hours willbe actionedimmediately with4 / 7M

5、ethod培訓方式Tra ining Steps培訓步驟Time時刻5 / 7In troductio n 介紹Lecture 教學式Prepared onFlip ChartCon te nts 內容Questi ons 提問Lecture & Explanati on 教學式與講解Dem on strati onShow “ W.I.F.M ” (Objectives) 顯示課程目的Prologue: As a Reservatio ns Sales Agent, we will meet this situatio n everyday.開場白：作為一名預訂部銷售文員我 們每天都

6、會遇到有關預訂更改和取消 的要求。So the objectives of this sessi onis: (Refer to Objectives of this TAO)今天這堂課的目的是：(參考標準與 程序The course should be divided into threeparts:這節(jié)課會分為一個部分來講解：1. Procedure of handlingame ndme nt處理更改預訂的程序2.Procedure of handling can cellati on處理取消預訂的程序3.How to handle requirement fromcompa ny ca

7、n charge back 處理來自可掛帳公司的要求Who knows how guest ame nd and cancel book ing?誰明白客人用那些方式進行更改和取 消預訂。Show steps on prepared flipchart.5 Mi nu tes2 Mi nu tes15 Min utes3 Mi nu tes6 / 7Method培訓方式Tra ining Steps培訓步驟Time時刻展示Expla in reas on for each step. Ask trainees to comme nt and questi on on eachstep.將所有程

8、序的要緊內容事先寫在預備 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。10 Min utesPractice - RolePlay 練習-角色扮演1. Dem on strate in Oprea how to cancel and ame nd book ing 在電腦中展示如何更改和取消預訂2. Ask participant to be a guest. Showeach step. Afterdem on strati on. Refer back toflipchart and review / discuss eachstep.請參與者為客人，給其講解步

9、驟， 作展示之后，回憶白板紙上的內 容，并討論每一個步驟。Critique 評估Summary 總結1. Each trainee practice in the Oprea每一個學員在電腦中練習2. Each trainee practices first as guest,the n as Reservati on Sales Age nt.每一個學員先作客人，后作預訂部 銷售文員.Case Example 案例：Guest ame nd a booki ng with transportati on requireme nt and restaura ntbook ing.(Key po

10、int: check availability ,5 Mi nu tes7 / 7Method培訓方式Tra ining Steps培訓步驟Time時刻double check guest s tran sportati onand restaura nt requireme nt and dorespect ame ndme nt)一位客人打電話來更改一個帶接機和 餐廳預訂的訂房要點：查看可賣房，與客人確認接機 安排和餐廳預訂安排并在電腦中作相 應更改)Accord ing the procedure.按照程序。Review Key Poin ts:回憶要點：1. Ask questions

11、 and have participa ntexpla in thesta ndard and its importa nee.提問并請參與者解釋標準及其 重要性2. Summarize critique points applicableto en tire group總結評估過程中對整組有用的 要點3. Rein force and discuss thepoi nt:加強并討論以下要點：? Handling amendment booking, checkavailability first處理更改預訂時先杳看可賣房? Handling amendment and can cellati onbook ing check other respectrequireme nt.處理更改和取消預訂時查看其Total 40Min utes8 / 7Metho