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酒店《会议及宴会预订需要》培训活动纲要

来源：微智科技网

A HOTEL

XXX大酒店

TRAINING ACTIVITY OUTLINE

培训活动纲要

Task:CI & M Inquiry

任务:会议及宴会预订需要

Code序号:RM-RES-D190

Objectives:At the end of this session, Reservations Sales associates will be able to handle CI & M business inquiries only as the first point of contact when such inquiries are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over.

目的:在课程结束的时候，所有预订部销售文员接听到客人有关于会议及

宴会的预订需要的电话时，预订部销售文员在接到电话的第一接触点处理客人的要求，剩余步骤应交由销售部来处理。

Standard ：Reservation Sales associates will handle CI & M business inquiries only at the first point of contact when such inquiries are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over. During the course of call transfer, the caller is not to be inconvenienced in any way.

标准:在预订部办公室中当接听到客人有关于会议及宴会的预订需要的电话

时，预订部销售文员只在接到电话的初步接触中处理客人的要求，剩余步骤应交由销售部来处理，在转接过程中不要给客人造成任何不便。

Resources:Flip Chart and Handout

培训器材:白板，白板纸和培训资料

Method

培训方式

Training Steps

培训步骤

Time

时间

Introduction

介绍

Lecture

教学式

Prepared on Flip Chart

内容

Lecture & Explanation

教学式与讲解

Demonstration

展示

Practice - Role Play

练习 – 角色扮演

Critique

评估

Summary

总结

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: Sometimes we will meet the situation required conference and meeting.

开场白：有时我们会遇到需要会议的要求。

So the objectives of this session is: …(Refer to Objectives of this TAO)

今天这堂课的目的是：（参考标准与程序〕

The main content of this course should be:

这节课的主要内容是：

CI&M Inquiry handling procedure

有会议要求预订的处理程序

Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step.

将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。

Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.

请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。

Each trainee practices first as guest, then as Reservation Sales Agent.

每一个学员先作客人，后作预订部销售文员.

Case Example 案例：

A reservation required meeting facility

以个有会议要求的预订

According the procedure.

按照程序。

Review Key Points:

回顾要点：

Ask questions and have participant explain the standard and its importance.

提问并请参与者解释标准及其重要性

Summarize critique points applicable to entire group

总结评估过程中对整组有用的要点

Reinforce and discuss the point:

加强并讨论以下要点：

How do we handle CI&M inquiry ?

怎样处理由会议要求的预订？

5 Minutes

15 Minutes

3 Minutes

10 Minutes