酒店《超額人員》培訓(xùn)活動(dòng)綱要

AHOTELXXX大酒店TRAININGACTIVITYOUTLINE培訓(xùn)活動(dòng)綱要Task:ExtraPersons任務(wù)：超額人員Code序號(hào)：RM-RES-P020Objectives：Attheendofthissession,ReservationSalesassociateswillknowhowtohandlereservationsinvolvingmorethantwopersonsinaguestroomthatexistingbeddingisforamaximumoftwo.目的：在課程結(jié)束的時(shí)候，預(yù)部銷(xiāo)文應(yīng)懂得怎樣處理一間床型只能住二人的房間內(nèi)住超過(guò)二個(gè)以卜人的預(yù)訂.Standard:Allroomratesarestructuredfor1or2personsinoneroomandusingtheexistingbedding.Whenreservationsrequireanadditionalpersonoranextrabedinaroom,theReservationSalesassociatewillaccuratelyquoteanadditionalpersonchargeorarollawaybed標(biāo)準(zhǔn)：所有房費(fèi)都會(huì)有單人或雙人報(bào)價(jià)。預(yù)訂部銷(xiāo)售文員接到要求一個(gè)房間內(nèi)增加一名人員或一張床時(shí)，預(yù)訂部銷(xiāo)售文員將準(zhǔn)確地報(bào)出增加人員的費(fèi)用.Resources:FlipChart,Handout,ComputerwithOpreaterminal戰(zhàn)訓(xùn)器材：白柘，白柘紙，培訓(xùn)密料，帶有Onraa”端的由靦。Method培訓(xùn)方式TrainingSteps培訓(xùn)步驟Time時(shí)間Introduction介紹Lecture教學(xué)式Show"(Objectives)顯示課程目的Prologue:AsaReservationsSalesAgent,wew川meetthesituationrequiredaextrabed.5Minutes

Method培訓(xùn)方式TrainingSteps培訓(xùn)步驟Time時(shí)間PreparedonFlipChartContents內(nèi)容Brainstorms集思廣益Lecture&Explanation教學(xué)式與講解DemonstrationPractice練習(xí)Critique評(píng)估開(kāi)場(chǎng)白：作為一名預(yù)訂部銷(xiāo)售文員我們有時(shí)會(huì)遇到需要加床的預(yù)訂。Sotheobjectivesofthissessionis:??[RefertoObjectivesofthisTAO）今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序）Themaincontentofthiscourseshouldbe:這節(jié)課的主要內(nèi)容是：Procedureforhandlingextrapersonrequirements處理額外人員預(yù)訂的程序Whatshouldwepayattentionwhenguestneedextrapersonreservations當(dāng)接到一間房?jī)?nèi)超過(guò)三個(gè)人的預(yù)訂時(shí)，我們需要注意些什么Showstepsonpreparedflipchart.Explainreasonforeachstep.Asktraineestocommentandquestiononeachstep.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)表建議并提向0DemonstratehowtoleavetracetoFrontofficeandhousekeeping.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.展示怎樣在電腦中給前臺(tái)和客房部留跟蹤報(bào)表。講解步驟，作展不之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。Eachtraineepractices每一個(gè)學(xué)員練習(xí)Accordingtheprocedure.工仔口77工口Minutes15MinutesMinutes10Minutes5MinutesMethod培訓(xùn)方式TrainingSteps培訓(xùn)步驟Time時(shí)間Summary總結(jié)Summary總結(jié)Askquestionsandhaveparticipantexplainthestandardanditsimportanee.提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性Summarizecritiquepointsapplicabletoentiregroup總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)Reinforceanddiscussthepoint:加強(qiáng)并討論以下要點(diǎn)：Whatisthepriceforextrabed加床的價(jià)格Whenquotingextrabedorextrapersonforpackageratesinelusiveofbreakfastormeals,ensurethatcal