酒店《酒店設(shè)施》培訓(xùn)活動(dòng)綱要

1、A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:Product Kno wledge任務(wù)：酒店設(shè)施Code 序號(hào)：RM-RES-P060Objectives:At the end of this session Reservation Sales associates will have the ability to in troduce the Hotel and its facilities descriptively to teleph one inq uiries.目的：在課程結(jié)束的時(shí)候預(yù)訂部銷售文員應(yīng)能夠向詢問者介紹有關(guān)酒店 設(shè)施和服

2、務(wù)的信息。Standard :Reservation Sales associates will promote the Hotel and its facilities by in troduci ng the Hotel and its facilities over the teleph one and professi on ally describe hotel facilities to telepho ne inqu ires.標(biāo)準(zhǔn)：預(yù)訂部銷售文員須在接到關(guān)于酒店設(shè)施的咨詢時(shí)能夠?qū)I(yè)的描述酒 店設(shè)施。Resources: Flip Chart, Han dout. Compute

3、r with Oprea term inal 培訓(xùn)器材：白板，白板紙，培訓(xùn)資料，帶 Oprea終端的電腦Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間In troducti onSuggest divided these sessi ons into two parts, one is for hotel profile explanation, the second is for terminology expla nati on.建議將這課分成兩次作，一次作酒店檔案解釋，另一次作專業(yè)術(shù)語解釋。Show “ (Objectives)5 Mi nu tesMethod培訓(xùn)

4、方式Training Steps培訓(xùn)步驟Time時(shí)間介紹Lecture教學(xué)式Prepared on Flip ChartCon te nts內(nèi)容Lecture&Expla nati on教學(xué)式與講解Summary總結(jié)顯示課程目的Prologue: As a Reservati ons Sales Age nt lear ning the product kno wledge is also a very importa nt things for us to be professi on al.開場(chǎng)白：作為一名預(yù)訂部銷售文員學(xué)習(xí)酒店知識(shí)對(duì) 于我們的專業(yè)服務(wù)冋樣是非常重要一環(huán)。So the ob

5、jectives 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 course should be divided into two parts:這節(jié)課會(huì)分為二個(gè)部分來講解：Hotel In spect ion (aro und 45 Minu tes)酒店參觀Hotel Profile酒店檔案夾子Termino logy and Stan dard Phraseology酒店專門術(shù)語Show steps on prepared flipchart. Explain reason for eac

6、h 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(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) 表建議并提冋。Review Key Poi nts:回顧要點(diǎn)：Ask questi ons and have participa nt expla in the sta ndard and its importa nee.提問并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性Summarize critique points applicable to entiregroup45 Min utes45 Mi nutes for hotel profile30Minu tesforterm ino logy5 Mi nu tesMethod培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間總結(jié)評(píng)估過程中對(duì)整組有用的要點(diǎn)3. Rein force and discuss