Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As a Reservations Sales Agent, we will meet the situation required a extra bed.

开场白： 作为一名预订部销售文员我们有时会遇到需要加床的预订。

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：

• Procedure for handling extra person requirements

       处理额外人员预订的程序

What should we pay attention when guest need extra person reservations

当接到一间房内超过三个人的预订时，我们需要注意些什么？

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。

Demonstrate how to leave trace to Front office and housekeeping. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.

展示怎样在电脑中给前台和客房部留跟踪报表。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

每一个学员练习

According the procedure.

按照程序。

Review Key Points:

回顾要点：

1. 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

2. Summarize critique points applicable to entire group

       总结评估过程中对整组有用的要点

3. Reinforce and discuss the point:

       加强并讨论以下要点：

• What is the price for extra bed?

加床的价格

• When quoting extra bed or extra person for package rates inclusive of breakfast or meals, ensure that caller is aware of the number of persons included in the package.

当报价给要求加床要求的客人时，如果是含早餐/餐的包价要让客人知道加床/加人是否一样。