酒店《接送機(jī)和租用車服務(wù)》培訓(xùn)活動綱要

1、A HOTELXXX 大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task:Airport Transfer & Limousine Booking任務(wù) :接送機(jī)和租用車服務(wù)Code 序號 : RM-RES-D120Objectives: At the end of this session Reservations Sales Agent will目的 :Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer tr

2、ansportation service in an accurate and efficient way.在課程結(jié)束的時候預(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服務(wù)。Standard： Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons.標(biāo)準(zhǔn) :Resources: 培訓(xùn)器材 :1. Information regarding guest flight

3、arrival/departure time will be recorded accurately, If have special situation, we can trace message set up (-option) to the Concierge department, 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. G

4、uests will be accurately advised of the prices and options available for airport transfers and limousine service.3. S.T.A.R. will be exercised at all times. 預(yù)訂部文員應(yīng)將酒店的交通安排作為酒店的一項 人及?？?. 關(guān)于抵離航班日期 / 時間應(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)確的通知客人價格和可選擇的

5、方法。3. S.T.A.R 應(yīng)在整個過程中隨時應(yīng)用。Flip Chart, Handout, Computer with Oprea terminal 白板，白板紙，培訓(xùn)資料，帶有 Oprea 端的電腦Method培訓(xùn)方式Trai ning Steps培訓(xùn)步驟Time時間In troductio n介紹Lecture教學(xué)式Prepared on Flip hChartShow “ W.I.F.M ” (Objectives)顯示課程目的Prologue: As a Reservati ons Sales Agent, we should know tran sportati on also i

6、s ano ther in creme ntal reve nue fortheotel, we have resp on sibility to promoteand offer this service.開場白：作為一名預(yù)訂部銷售文員我 們應(yīng)懂得交通服務(wù)冋樣是酒店另項 可增加的服務(wù)。我們應(yīng)當(dāng)抓住一切機(jī)會 去促銷和提供這項服務(wù)。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(biāo)準(zhǔn)與程 序The course should be divided into five5 Mi nu

7、 tesMethod培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間parts:這節(jié)課會分為五個部分來講解：1. Hotel in formati on abouttran sportati on.2.酒店關(guān)于接送機(jī)和租用車服務(wù)的知 識Procedure of han dli ng tran sportati on.處理接送機(jī)和租用車服務(wù)的程序3. Same day requirements.Con te nts內(nèi)容Brai nstorm集思廣益當(dāng)天的有關(guān)接送機(jī)和租用車服務(wù)的 要求4. Amen dme nt and can cellatio n2 Mi nutes更改和取消5. Wh

8、ole day and half day ren tal全天和半天租用服務(wù)What kind in formati onwe should get 15 MinutesMethodTrai ning StepsTime培訓(xùn)方式培訓(xùn)步驟時間Lecture&from a guest whe n guest n eed AirportExpla nati onTran sfer & Limous ine Book ing 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)的時候我們需要詢問哪一些問題。Show steps on prepared flipchart.3 Mi n

9、u tesExplain reason for each step. AskDem on strati ontrain ees to comme nt and questio n on展示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請學(xué)員發(fā)表建議并提問。10 Min utesPractice -RoleAsk participa nt to be a guest. Show eachPlaystep. After dem on strati on. Refer back to練習(xí)-角色扮flipchart and review / di

10、scuss each step.演請參與者為客人， 給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個步驟。MethodTrai ning StepsTime培訓(xùn)方式培訓(xùn)步驟時間Each trainee practices first as guest, the nas Reservati on Sales Agent.每一個學(xué)員先作客人，后作預(yù)訂部銷售文員Case Example 案例：CritiqueSame day airport pickup service5 Mi nu tes評估can cellati on(Keypoint:informcon ciergeimmediat

11、ely and deleteappropriateSummaryinformation in the Oprea)總結(jié)一個當(dāng)天的接機(jī)要求取消。（要點：立即通知行李部，取消電腦中相應(yīng)位置的信息）Accord ing the procedure.按照程序。Review Key Poi nts:Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間回顧要點：1. Ask questions and have participant expla in the sta ndard and its importa nee.提冋并請參與者解釋標(biāo)準(zhǔn)及其 重要性2. Summarize critique points applicable to en tire group總結(jié)評估過程中對整組有用的 要點3. Rein force and discuss the point:加強(qiáng)并討論以下要點：The procedure of han dli ng airport tran sfer & Limous ine book ing 處理接送機(jī)和租用車服務(wù)的程序About same day book ing what should we p