006酒店人力資源tao-rm res

1、THE ST. REGIS SHANGHAI瑞吉紅塔大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:任務(wù):Overbooking超額預(yù)訂Code 序號(hào):RM-RES-D170Objectives：Atof these sesize roomReservations Sales assoteswill be able toinventory to meet with demandby accepting reservationsthe Hos capacity given thecalculated factors of no-show and late cance

2、llations.目的:超在課程結(jié)束的時(shí)候預(yù)訂部銷(xiāo)售文員將能夠根據(jù)歷史數(shù)據(jù)通過(guò)賣(mài)房間來(lái)使酒店獲得最大收益。Standard ：1.Toize horoom revenue, the Hoaccepts bookingswhere total number of roomexceeds the total inventoryto allow no-shows, late cancellation and unexpected early departures2.The permissible number of rooms to allow overbooking will be dependa

3、nt on historical factors in no-shows, late cancellation and unexpected early departures. This guideline will bedeterminedjolybytheFrontOfficeManager andtheReservation Sales Manager.3.Only Shift Leaders are permitted to override the reservation system to overbook with prior approval from the Reservat

4、ion Sales Manager.es標(biāo)準(zhǔn):為了使飯店利潤(rùn)最大化，基于存在 預(yù)訂未到， 取消和提早離開(kāi)的情形，酒店會(huì)在“無(wú) 保 證 預(yù) 訂 ”的條件下允許已經(jīng)超過(guò)酒店基本房數(shù)的預(yù)訂。超預(yù)訂的房數(shù)量將根據(jù)預(yù)訂未到，取消和不可預(yù)計(jì)的提前離開(kāi)等數(shù)據(jù)并由前廳經(jīng)理和預(yù)訂部經(jīng)理聯(lián)合決定。只有預(yù)訂部主管在得到預(yù)訂部經(jīng)理同意的前提下才能超賣(mài)房間。3.Resour:Flip Chart, Handout, Computer with Oprea terminal白板，白板紙，培訓(xùn)資料，帶 Oprea 終端的電腦培訓(xùn)器材:MethodTraining StepsTime時(shí)間roduction 介紹 Lectur

5、e教學(xué)式Prepared on Flip ChartContents 內(nèi)容 Lecture & Explanation教學(xué)式與講解Show “ W.I.F.M” (Objectives)顯示課程目的Prologue: As a Reservations Sales Agent, we will meet the situation of overbooking, how can we handle this situation?開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo)售文員我們有時(shí)會(huì)遇到超賣(mài)房的情形， 應(yīng)當(dāng)怎樣處理呢？So the objectives of this sesis: (Refer to Ob

6、jectives 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 o three parts:這節(jié)課會(huì)分為三個(gè)部分來(lái)講解：Procedure of handlinerbooking處理超額預(yù)訂的程序Room type which cant be overbooked哪些房間賣(mài)If further overbooking is not permissible offer alternatives如果超額預(yù)訂已經(jīng)到了不再允許的地步，為客人提供其他選擇5 Minutes15 MinutesMethodTraining StepsT

7、ime時(shí)間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(xiě)在準(zhǔn)備好的白板紙上，逐步作以講解，在講3 MinutesDemonstration展示10 Minutes解過(guò)程中要不時(shí)請(qǐng)學(xué)員問(wèn)。建議并提Practice - Role Play練習(xí) 角色扮演Ask participant to be a guest. Show each step. After demonstration. Refe

8、r back to flipchart and review / discuss each step.請(qǐng)參與者為客人，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并每一個(gè)步驟。Each trainee practias guest, then5 Minutesas Reservation Sales Agent.Critique評(píng)估每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷(xiāo)售文員.Case Exle 案例：Summary總結(jié)During superior room type overbooking periods, handle a reservation (suggest we upsell exe

9、cutive floor and suite.)在標(biāo)準(zhǔn)間超額預(yù)訂的情形下，客人要求訂一間房。(建議促銷(xiāo)到行政樓層和套房)According the procedure.按照程序。Review Key Po回顧要點(diǎn)：s:1. Ask questions and have participantexplahe standard and itsTotal 38inutesMethodTraining StepsTime時(shí)間importance.提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性Summarize critique pos applicable to entire group總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)Reinforce and discuss the po:加強(qiáng)并以下要點(diǎn)：Suites and apartment will not be overbooked at