酒店《酒店設施》培訓活動綱要

1、A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培訓活動綱要Task:Product Kno wledge任務：酒店設施Code 序號：RM-RES-P060Objectives:At the end of this session Reservation Sales associates will have the ability to in troduce the Hotel and its facilities descriptively to teleph one inq uiries.目的：在課程結束的時候預訂部銷售文員應能夠向詢問者介紹有關酒店 設施和服

2、務的信息。Standard :Reservation Sales associates will promote the Hotel and its facilities by in troduci ng the Hotel and its facilities over the teleph one and professi on ally describe hotel facilities to telepho ne inqu ires.標準：預訂部銷售文員須在接到關于酒店設施的咨詢時能夠專業(yè)的描述酒 店設施。Resources: Flip Chart, Han dout. Compute

3、r with Oprea term inal 培訓器材：白板，白板紙，培訓資料，帶 Oprea終端的電腦Method培訓方式Training Steps培訓步驟Time時間In troducti onSuggest divided these sessi ons into two parts, one is for hotel profile explanation, the second is for terminology expla nati on.建議將這課分成兩次作，一次作酒店檔案解釋，另一次作專業(yè)術語解釋。Show “ (Objectives)5 Mi nu tesMethod培訓

4、方式Training Steps培訓步驟Time時間介紹Lecture教學式Prepared on Flip ChartCon te nts內容Lecture&Expla nati on教學式與講解Summary總結顯示課程目的Prologue: As a Reservati ons Sales Age nt lear ning the product kno wledge is also a very importa nt things for us to be professi on al.開場白：作為一名預訂部銷售文員學習酒店知識對 于我們的專業(yè)服務冋樣是非常重要一環(huán)。So the ob

5、jectives of this session 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 divided into two parts:這節(jié)課會分為二個部分來講解：Hotel In spect ion (aro und 45 Minu tes)酒店參觀Hotel Profile酒店檔案夾子Termino logy and Stan dard Phraseology酒店專門術語Show steps on prepared flipchart. Explain reason for eac

6、h step. Ask trainees to comment and question on each step.將所有程序的主要內容事先寫在準備好的白板紙 上，逐步作以講解，在講解過程中要不時請學員發(fā) 表建議并提冋。Review Key Poi nts:回顧要點：Ask questi ons and have participa nt 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Summarize critique points applicable to entiregroup45 Min utes45 Mi nutes for hotel profile30Minu tesforterm ino logy5 Mi nu tesMethod培訓方式Training Steps培訓步驟Time時間總結評估過程中對整組有用的要點3. Rein force and discuss