培訓(xùn)表大全259

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

2、 in an accurate and efficient way.目的: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 和租用車 效勞，確并能準確有效的銷售和提供這項效勞。Standard ：Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons. 1. Information regarding guest flight arrival/departure time will be re

3、corded accurately, If have special situation, we can trace messageset 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. Guests will be accurately advised o

4、f the prices and options available for airport transfers and limousine service.3. S.T.A.R. will be exercised at all times.標準:客預(yù)訂部文員應(yīng)將酒店的交通安排作為酒店的一項效勞提供應(yīng)人及?？?. 關(guān)于抵離航班日期 / 時間應(yīng)準確記錄，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 后立即通知行李部。2. 應(yīng)準確的通知客人價格和可選擇的方法。3. S.T.A.R 應(yīng)在整個過程中隨時應(yīng)用。Res

5、ources: Flip Chart, Handout, Computer with Oprea terminal內(nèi)容為網(wǎng)絡(luò)收集僅供參考培訓(xùn)器材：白板，白板紙，培訓(xùn)資料，帶有 Oprea端的電腦Method培訓(xùn)方式Training Steps 培訓(xùn)步驟Time時間In troductio n 介紹Lecture教學(xué)式Prepared on Flip ChartCon te nts內(nèi)容Brai nstorm集思廣益Show “'(Objectives)顯示課程目的Prologue: As a Reservatio ns Sales Age nt, we should know tra n

6、sportatio n also is ano ther in creme ntal reve nue for the hotel, we have resp on sibility to promote and offer this service.開場白：作為一名預(yù)訂部銷售文員我 們應(yīng)懂得交通效勞同樣是酒店另一項 可增加的效勞。我們應(yīng)當(dāng)抓住一切機 會去促銷和提供這項效勞。So the objectives of this sessi on is:(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

7、 divided into five parts:這節(jié)課會分為五個局部來講解：1. Hotel information abouttran sportati on.酒店關(guān)于接送機和租用車效勞的知 識2. Procedure of handling transportation. 處理接送機和租用車效勞的程序3. Same day requirements.當(dāng)天的有關(guān)接送機和租用車效勞的 要求4. Amendment and cancellation更改和取消5. Whole day and half day rental 全天和半天租用效勞5 Mi nu tes2 Mi nu tes內(nèi)容為網(wǎng)絡(luò)

8、收集僅供參考Method培訓(xùn)方式Training Steps 培訓(xùn)步驟Time時間Lecture &What kind in formatio n we should get15 Min utesExpla nati onfrom a guest whe n guest n eed Airport教學(xué)式與講解Tran sfer & Limous ine Book ing service?當(dāng)客人需要接送機和租用車效勞的時 候我們需要詢問哪一些問題。3 Mi nu tesDem on strati onShow steps on prepared flipchart. Expla

9、in reas on for each step. Ask展示train ees to comme nt and questio n oneach step.將所有程序的主要內(nèi)容事先寫在準備 好的白板紙上，逐步作以講解，在講10 Min utesPractice - Role解過程中要不時請學(xué)員發(fā)表建議并提 問。Play練習(xí)-角色扮 演Ask participa nt to be a guest. Show eachstep. After dem on strati on. Refer back to flipchart and review / discuss each step. 請參與者

10、為客人，給其講解步驟，作 展示之后，回憶白板紙上的內(nèi)容，并 討論每一個步驟。Each trainee practices first as guest, theras Reservati on Sales Age nt.5 Mi nu tesCritique每一個學(xué)員先作客人，后作預(yù)訂部銷評估售文員.SummaryCase Example 案例：Same day airport pick up service can cellati on總結(jié)(Key point: inform con ciergeimmediately and delete appropriate information i

11、n the Oprea) 一個當(dāng)天的接機要求取消。(要點：立即通知行李部，取消電腦內(nèi)容為網(wǎng)絡(luò)收集僅供參考Method培訓(xùn)方式Training Steps 培訓(xùn)步驟Time時間中相應(yīng)位置的信息Accord ing the procedure. 按照程序。Review Key Poin ts:回憶要點：1. Ask questions and have participant expla in the sta 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 applicable to en tire group總結(jié)評估過程中對整組有用的要點八、3. Rein force and discuss the point:加強并討論以下要點：The procedure of han dli ng airport transfer & Limous ine book ing 處理接送機和租用車效勞的程序About same