超五星級(jí)酒店培訓(xùn)大全上海瑞吉36

1、雙擊頁(yè)眉頁(yè)腳后可刪除，豆丁網(wǎng)友（洪楓）為您奉獻(xiàn)，qq：332985688主頁(yè)the st. regis shanghai上海瑞吉紅塔大酒店培訓(xùn)活動(dòng)綱要task:checking availability 任務(wù):查看可賣(mài)房code序號(hào):rm-res-d020objectives:at the end of this session, reservations sales agent will be understanding how to accepting room reservations according to inventory availability.目的:在課程結(jié)束的時(shí)候，預(yù)訂部

2、銷(xiāo)售文員應(yīng)懂得如何按照酒店的可賣(mài)房情況來(lái)銷(xiāo)售房間。 standard ：1. reservation sales associates will accept room bookings subject to verification of room inventory and availability status.2. reservation sales associates will accurately check the availability for the room type and period of stay requested by the inquirer. when

3、number of rooms or specific room types requested are not available, the reservation sales associate will offer alternatives and options basing on availability to promote the booking.標(biāo)準(zhǔn):1. 預(yù)訂部銷(xiāo)售文員應(yīng)在查看酒店可賣(mài)房之后與客人確認(rèn)預(yù)訂。2. 預(yù)訂部銷(xiāo)售文員應(yīng)按照客人所要求的房間類(lèi)型及入住日期查看是否有此類(lèi)型房間，當(dāng)客人所要求的房型我們已沒(méi)有時(shí)，基于我們的可賣(mài)房向客人推薦其他選擇，并想辦法促銷(xiāo)房間。reso

4、urces:flip chart, handout, and telephone, computer with oprea terminal 培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，有oprea終端的電腦。method 培訓(xùn)方式training steps培訓(xùn)步驟time時(shí)間introduction介紹lecture教學(xué)式prepared on flip chartcontents內(nèi)容buzz group小組討論lecture & explanation教學(xué)式與講解demonstration展示practice 練習(xí) critique評(píng)估summary總結(jié)show “ w.i.f.m” (objec

5、tives)顯示課程目的prologue: as a reservations sales agent, we receive reservation everyday, why we should check availability before we confirm the rate to the guests?開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo)售文員我們每天都要接預(yù)訂，為什么察看可賣(mài)房如此重要呢？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(biāo)準(zhǔn)與程序the main co

6、ntent of this course should be:這節(jié)課的主要內(nèi)容是: the procedure of checking availability 察看可賣(mài)房的程序divided trainees into two groups to discuss the procedure of checking availability.將小組學(xué)員分成兩組討論：察看可賣(mài)房的程序show steps on prepared flipchart. explain reason for each step. ask trainees to comment and question on each

7、 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，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。demonstrate how to check availability using oprea. show each step. after demonstration. refer back to flipchart and review / discuss each step.用oprea 展示如何察看可賣(mài)房，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。each trainee practices. 每一個(gè)學(xué)員練習(xí)用oprea察看可賣(mài)房。accordin

8、g the procedure.按照程序。review key points:回顧要點(diǎn)：1. ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)3. reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)： what information we should ask before check

9、ing availability? 察看可賣(mài)房時(shí)我們應(yīng)當(dāng)掌握那些信息。 how to handle special situation for not available room type. 當(dāng)所需房型沒(méi)有時(shí)，怎樣處理這種情形。5 minutes2 minutes15 minutes3 minutes10 minutes5 minutestotal 40 minutesthe st. regis shanghai上海瑞吉紅塔大酒店training activity outline培訓(xùn)活動(dòng)綱要task:taking reservation / same day reservations任務(wù):作

10、預(yù)訂/ 當(dāng)天預(yù)訂objectives：at the end of this session reservations sales agent will be knowing how to handle daily reservation in correct way.目的:在課程結(jié)束的時(shí)候預(yù)訂部銷(xiāo)售文員應(yīng)懂得如何以正確的方式處理每天的預(yù)訂。standard ：all reservations will be taken and recorded accurately in a friendly and courteous manner. guest inquiries regarding th

11、e hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.標(biāo)準(zhǔn):以謙和，友好的態(tài)度接受所有預(yù)訂，并準(zhǔn)確無(wú)誤地記錄。專(zhuān)業(yè)地回答客人提 出的酒店及房間設(shè)施問(wèn)題。提供客人以幫助，滿(mǎn)足客人需要。resources:flip chart, handout, computer with geac terminal 培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶geac終端的電腦method 培訓(xùn)方式training steps

12、培訓(xùn)步驟time時(shí)間introduction介紹lecture教學(xué)式prepared on flip chartcontents內(nèi)容buzz group小組討論lecture & explanation教學(xué)式與講解demonstration展示practice - role play練習(xí) 角色扮演critique評(píng)估summary總結(jié)show “ w.i.f.m” (objectives)顯示課程目的prologue: as a reservations sales agent making reservation is our main working.開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo)售文員處理預(yù)

13、訂是我們每天主要的工作。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(biāo)準(zhǔn)與程序the course should be divided into three parts:這節(jié)課會(huì)分為三個(gè)部分來(lái)講解：1. phone reservation 電 話(huà) 預(yù) 定2. fax / letter reservation 預(yù) 定 傳 真 / 預(yù) 定 信3. same day reservation 同 天 預(yù) 定divided the trainee into two groups,

14、discuss the procedure of handling reservation.將小組成員分成兩組討論處理預(yù)訂的基本程序。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，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。ask participant to be a guest. show each step. after demonstration.

15、refer 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，并討論每一個(gè)步驟。each trainee practices first as guest, then as reservation sales agent. 每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷(xiāo)售文員.case example 案例：a normal reservation(points: try to cover every step)一個(gè)普通的預(yù)訂(要點(diǎn)：嘗試涵蓋所有步驟)according the procedure.

16、按照程序。review key points:回顧要點(diǎn)：1. ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)3. reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)： fax response must be actioned within 2 hours. 傳真的回復(fù)必須在2小時(shí)之內(nèi)

17、完成。 same day booking must be actioned immediately and inform front office at the same time. 當(dāng)天預(yù)訂應(yīng)立即完成并立即通知前臺(tái)。5 minutes2 minutes15 minutes3 minutes10 minutes5 minutestotal 40 minutesthe st. regis shanghai上海瑞吉紅塔大酒店training activity outline培訓(xùn)活動(dòng)綱要task:guaranteed arrival 任務(wù):擔(dān)保預(yù)定code序號(hào):rm-res-d040objectiv

18、es：at the end of this session, reservations sales associates will be able to handle reservations with the application of reservation guarantee effectively and efficiently.目的:在課程結(jié)束的時(shí)候， 預(yù)訂部銷(xiāo)售文應(yīng)懂得在作預(yù)訂時(shí)應(yīng)通過(guò)向客人要求擔(dān)保方式來(lái)保護(hù)酒店及客人的利益。standard ：every caller will be advised at the time of reservations of the hote

19、ls guaranteed policies. reservation sales agents will protect the interest of both the client and the hotel when handling and processing room reservations by demanding reservation guarantee from the client/guest.標(biāo)準(zhǔn):每一位客人 來(lái) 電 預(yù) 訂 時(shí) 將 被 告 之 有 關(guān) 酒 店 預(yù) 訂 擔(dān) 保 的 規(guī) 定，.預(yù) 訂 部 銷(xiāo) 售 文 員應(yīng)在作預(yù)訂時(shí)通過(guò)向客人要求擔(dān)保方式來(lái)保護(hù)酒店及客人

20、的利益。 resources:flip chart, handout, computer with oprea terminal 培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶有oprea 終端的電腦method 培訓(xùn)方式training steps培訓(xùn)步驟time時(shí)間introduction介紹lecture教學(xué)式prepared on flip chartcontents內(nèi)容questions提問(wèn)lecture & explanation教學(xué)式與講解demonstration展示practice - role play練習(xí) 角色扮演critique評(píng)估summary總結(jié)show “ w.i.f.m”

21、 (objectives)顯示課程目的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(biāo)準(zhǔn)與程序）the main content of this course should be:這節(jié)課會(huì)的主要內(nèi)容是：1. guaranteed arrival handling procedure擔(dān)保預(yù)定的處理程序2. cancellation and no show policy酒店取消和預(yù)訂未到的政策what is the difference between the guarante

22、ed reservations and non guaranteed reservations？擔(dān)保預(yù)訂與非擔(dān)保預(yù)訂之間的區(qū)別：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，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。1. demonstrate the guaranteed type in the oprea. 展示電腦中的擔(dān)保類(lèi)型2. ask parti

23、cipant to be a guest. show each step. after demonstration. refer 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，并討論每一個(gè)步驟。each trainee practices first as guest, then as reservations sales agent. 每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷(xiāo)售文員.case example 案例：guest need a booking during a high oc

24、cupancy period rsa explain the hotel guaranteed policy to the guest.在住房率很高的一天客人需要預(yù)訂房間， 預(yù) 訂 部 銷(xiāo) 售 文 員 向客人解釋酒店的擔(dān)保政策。 review key points:回顧要點(diǎn)：1. ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有

25、用的要點(diǎn)3. reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)：l hotels cancellation and no show policy取消政策和預(yù)訂未到政策 5 minutes2 minutes15 minutes3 minutes10 minutes5 minutestotal 40 minutesthe st. regis shanghai上海瑞吉紅塔大酒店training activity outline培訓(xùn)活動(dòng)綱要task:no show任務(wù):預(yù)訂未到code序號(hào):rm-res-d050objectives：at the end of th

26、is session reservations sales associates will be able to know the proper procedure in applying no-show charges to guests or party responsible for the reservation in the event of not showing up on the day of arrival as booked目的:在課程結(jié)束的時(shí)候預(yù)訂部銷(xiāo)售文員應(yīng)懂得在客人預(yù)訂未到的情況下，如何收取客人預(yù)訂未到費(fèi)用。 standard ：1. one nights accom

27、modation charge at the rate confirmed, including service charge and tax will be charged to the guaranteed booking that does not arrive on the specified date. 2. all reservation details will be thoroughly checked before applying a no-show charge. the director of sales & marketing will authorize no-sh

28、ow charges.標(biāo)準(zhǔn):1. 按 照 預(yù) 訂 標(biāo) 準(zhǔn) 的 一 個(gè) 晚 上 的 住 宿 費(fèi) 用 ， 包 括 服 務(wù) 費(fèi) 和 稅 費(fèi)， 將 被 當(dāng) 作 如 不 在 指 定 日 期 到 達(dá) 的 預(yù) 訂 保 證 金 。2. 在 計(jì) 算 預(yù) 訂 卻 未 到 的 費(fèi) 用 前 ， 應(yīng) 徹 底 檢 查 所 有 的 預(yù) 訂 細(xì) 節(jié)。 所 有 的 無(wú) 住 宿 費(fèi) 用 將 首 先 由 銷(xiāo) 售 總 監(jiān) 審 定 。resources:flip chart, handout, computer with oprea terminal 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tra

29、ining steps培訓(xùn)步驟time時(shí)間introduction介紹lecture教學(xué)式prepared on flip chartcontents內(nèi)容lecture & explanation教學(xué)式與講解summary總結(jié)show “ w.i.f.m” (objectives)顯示課程目的prologue: for sure every day we will meet the situation of no show, how we handle it is a little bit confused things for lots of person開(kāi)場(chǎng)白： 每天我們都有客人預(yù)訂未到，

30、怎樣處理這件事情是比較讓人困惑的事情。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(biāo)準(zhǔn)與程序the main content of this course should be: 這節(jié)課的主要內(nèi)容是： procedure of handling no show 處理預(yù)訂未到客人的程序show steps on prepared flipchart. explain reason for each step. ask trainees to comment and quest

31、ion 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，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。review key points:回顧要點(diǎn)：1. ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)3. reinforce and discuss the point: 加強(qiáng)并討論以下

32、要點(diǎn)： procedure of charge no show 預(yù)訂未到收費(fèi)的程序 procedure of handling no show from top accounts 如果預(yù)訂未到隸屬于酒店的大客戶(hù)，我們應(yīng) 怎樣處理5 minutes15 minutes5 minutestotal 25 minutestask:amendments and cancellations任務(wù):更改和取消預(yù)訂code序號(hào):rm-res-d060 / rm-res-d070objectives:at the end of this session, each trainee will be able to

33、 handle reservation amendments and cancellations in oprea concern the variable situation when handling the amendments bookings.目的:在課程結(jié)束的時(shí)候每個(gè)學(xué)員都應(yīng)知道如何在電腦中處理更改和取消預(yù)訂，并能在取消預(yù)訂的時(shí)候考慮到各種變化的情形。 standard ：reservation sales agents will handle reservation amendments of guestrooms initiated by the hotel or by the

34、 party that initiated the original reservation. all reservation amendments for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.reservation sales agents will handle booking cancellations of guestrooms initiated by the ho

35、tel or by the party that initiated the original reservation. all booking cancellations for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.標(biāo)準(zhǔn):預(yù)訂部文員應(yīng)懂得如何處理更改預(yù)訂。所有當(dāng)天或24小時(shí)以上的更改預(yù)訂應(yīng)立即給予處理，并立即通知相應(yīng)的部門(mén)。預(yù)訂部文員應(yīng)懂得如何處理取消預(yù)訂。所有當(dāng)天的或24

36、小時(shí)以上的取消預(yù)訂應(yīng)立即給予處理，并立即將相關(guān)信息通知相應(yīng)的部門(mén)。resources:flip chart, handout, computer with oprea terminal 培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶有oprea終端的電腦method 培訓(xùn)方式training steps培訓(xùn)步驟time時(shí)間introduction介紹lecture教學(xué)式prepared on flip chartcontents內(nèi)容questions提問(wèn)lecture & explanation教學(xué)式與講解demonstration展示practice - role play練習(xí) 角色扮演critiqu

37、e評(píng)估summary總結(jié)show “ w.i.f.m” (objectives)顯示課程目的prologue: as a reservations sales agent, we will meet this situation everyday.開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo)售文員我們每天都會(huì)遇到有關(guān)預(yù)訂更改和取消的要求。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(biāo)準(zhǔn)與程序the course should be divided into three parts:這節(jié)課會(huì)

38、分為三個(gè)部分來(lái)講解：1. procedure of handling amendment處理更改預(yù)訂的程序2. procedure of handling cancellation處理取消預(yù)訂的程序3. how to handle requirement from company can charge back處理來(lái)自可掛帳公司的要求who knows how guest amend and cancel booking?誰(shuí)知道客人用那些方式進(jìn)行更改和取消預(yù)訂。show steps on prepared flipchart. explain reason for each step. ask

39、 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，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。1. demonstrate in oprea how to cancel and amend booking在電腦中展示如何更改和取消預(yù)訂2. ask participant to be a guest. show each step. after demonstration. refer back to flipchart and review / discuss each step.請(qǐng)參與者為客

40、人，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。1. each trainee practice in the oprea每一個(gè)學(xué)員在電腦中練習(xí)2. each trainee practices first as guest, then as reservation sales agent. 每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷(xiāo)售文員.case example 案例：guest amend a booking with transportation requirement and restaurant booking.(key point: check availability

41、 , double check guests transportation and restaurant requirement and do respect amendment)一位客人打電話(huà)來(lái)更改一個(gè)帶接機(jī)和餐廳預(yù)訂的訂房要點(diǎn)：查看可賣(mài)房，與客人確認(rèn)接機(jī)安排和餐廳預(yù)訂安排并在電腦中作相應(yīng)更改） according the procedure.按照程序。review key points:回顧要點(diǎn)：1. ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2.

42、summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)3. reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)： handling amendment booking, check availability first 處理更改預(yù)訂時(shí)先查看可賣(mài)房 handling amendment and cancellation booking check other respect requirement. 處理更改和取消預(yù)訂時(shí)查看其他相關(guān)內(nèi)容 when received requirem

43、ent form companies, which can charge back, advise fax/letter authorization is required. 當(dāng)收到可以?huà)鞄さ墓镜囊髸r(shí)，通知客人 我們需要帶有授權(quán)的信件或傳真5 minutes2 minutes15 minutes3 minutes10 minutes5 minutestotal 40 minutestask:vip booking 任務(wù):貴賓預(yù)訂code序號(hào):rm-res-d110objectives：at the end of this session reservations sales agent w

44、ill be knowing how to handle the vip booking.目的:在課程結(jié)束的時(shí)候預(yù)訂部銷(xiāo)售文員應(yīng)懂得如何處理貴賓預(yù)訂。standard ：1. vip designation or amenity requests should be placed in the oprea system at least one day prior to arrival. 2. in the event of a same day amenity request, the appropriate amenity requirement should be informed to

45、 the guest service supervisor/manager for processing. 3. in all cases the amenity codes should be keyed into the guest profile in the oprea system. 標(biāo)準(zhǔn):1. 貴賓的特殊接待申請(qǐng)至少在一天前就輸入到電腦系統(tǒng)中，2. 對(duì)于當(dāng)天的貴賓申請(qǐng)要立即通知前臺(tái)的賓客服務(wù)經(jīng)理或主管以使其能立即安排，3. 任何級(jí)別的貴賓的特殊要求密碼都要輸入至電腦的客戶(hù)檔案中。resources:flip chart, handout, computer with oprea t

46、erminal 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introduction介紹lecture教學(xué)式prepared on flip chartcontents內(nèi)容lecture & explanation教學(xué)式與講解demonstration展示practice - role play練習(xí) 角色扮演critique評(píng)估summary總結(jié)show “ w.i.f.m” (objectives)顯示課程目的prologue: as a reservations sales agent we will mee

47、t the vip requirement everyday.開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo)售文員我們每天都能接到有關(guān)貴賓客人的預(yù)訂。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(biāo)準(zhǔn)與程序the main content of this course should be:這節(jié)課會(huì)分為三個(gè)部分來(lái)講解： procedure of handling vip booking. 處理貴賓客人預(yù)訂的程序。show steps on prepared flipchart. explain

48、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，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。demonstrate in oprea how to set up vip code in guest profile.在oprea中展示如何在電腦中設(shè)置貴賓客人密碼。ask participant to be a guest. show each step. after demonstration. refer back to flipchart and review /