培訓(xùn)表匯編269

1、TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task: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 traineewill be able to handle reservation amendmentsand cancellations in Oprea Concern the variablesituation when handling the amendments bookings.目的:

2、在 課程結(jié)束的時(shí)候每個(gè)學(xué)員都應(yīng)明白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。：Reservation Sales agents will handle reservation amendmentsof guestrooms initiated by the hotel or by the party that initiated theoriginal reservation. All reservation amendments for same dayarrivals and arrivals beyond 24 hours will be actione

3、d immediatelywith information passed to all departments concerned.Reservation Sales agents will handle booking cancellations ofguestrooms initiated by the hotel or by the party that initiated theoriginal reservation. All booking cancellations for same day arrivalsand arrivals beyond 242 / 7Standard3

4、 / 7information passed to all departments concerned.標(biāo)準(zhǔn):預(yù)訂部文員應(yīng)明白得如何處理更改預(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)明白得如何處理取消預(yù)訂。所有當(dāng)天的或24小時(shí)以上的取消預(yù)訂應(yīng)立即給予處理， 并立立即相關(guān)信息通知 相應(yīng)的部門(mén)。Resources:Flip Chart, Handout, Computer with Opreaterminal培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶有Oprea終端的電腦hours willbe actionedimmediately with4 / 7M

5、ethod培訓(xùn)方式Tra ining Steps培訓(xùn)步驟Time時(shí)刻5 / 7In troductio n 介紹Lecture 教學(xué)式Prepared onFlip ChartCon te nts 內(nèi)容Questi ons 提問(wèn)Lecture & Explanati on 教學(xué)式與講解Dem on strati onShow “ W.I.F.M ” (Objectives) 顯示課程目的Prologue: As a Reservatio ns Sales Agent, we will meet this situatio n everyday.開(kāi)場(chǎng)白：作為一名預(yù)訂部銷(xiāo)售文員我 們每天都

6、會(huì)遇到有關(guān)預(yù)訂更改和取消 的要求。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 threeparts:這節(jié)課會(huì)分為一個(gè)部分來(lái)講解：1. Procedure of handlingame ndme nt處理更改預(yù)訂的程序2.Procedure of handling can cellati on處理取消預(yù)訂的程序3.How to handle requirement fromcompa ny ca

7、n charge back 處理來(lái)自可掛帳公司的要求Who knows how guest ame nd and cancel book ing?誰(shuí)明白客人用那些方式進(jìn)行更改和取 消預(yù)訂。Show steps on prepared flipchart.5 Mi nu tes2 Mi nu tes15 Min utes3 Mi nu tes6 / 7Method培訓(xùn)方式Tra ining Steps培訓(xùn)步驟Time時(shí)刻展示Expla in reas on for each step. Ask trainees to comme nt and questi on on eachstep.將所有程

8、序的要緊內(nèi)容事先寫(xiě)在預(yù)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)。10 Min utesPractice - RolePlay 練習(xí)-角色扮演1. Dem on strate in Oprea how to cancel and ame nd book ing 在電腦中展示如何更改和取消預(yù)訂2. Ask participant to be a guest. Showeach step. Afterdem on strati on. Refer back toflipchart and review / discuss eachstep.請(qǐng)參與者為客人，給其講解步

9、驟， 作展示之后，回憶白板紙上的內(nèi) 容，并討論每一個(gè)步驟。Critique 評(píng)估Summary 總結(jié)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,the n as Reservati on Sales Age nt.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 ame nd a booki ng with transportati on requireme nt and restaura ntbook ing.(Key po

10、int: check availability ,5 Mi nu tes7 / 7Method培訓(xùn)方式Tra ining Steps培訓(xùn)步驟Time時(shí)刻double check guest s tran sportati onand restaura nt requireme nt and dorespect ame ndme nt)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)Accord ing the procedure.按照程序。Review Key Poin ts:回憶要點(diǎn)：1. Ask questions

11、 and have participa ntexpla in thesta ndard and its importa nee.提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其 重要性2. Summarize critique points applicableto en tire group總結(jié)評(píng)估過(guò)程中對(duì)整組有用的 要點(diǎn)3. Rein force and discuss thepoi nt:加強(qiáng)并討論以下要點(diǎn)：? Handling amendment booking, checkavailability first處理更改預(yù)訂時(shí)先杳看可賣(mài)房? Handling amendment and can cellati onbook ing check other respectrequireme nt.處理更改和取消預(yù)訂時(shí)查看其Total 40Min utes8 / 7Metho