A HOTEL

XXX大酒店

TRAINING ACTIVITY OUTLINE

培训活动纲要

Task:Physically Challenged Facilities

任务:残疾人设施

Code序号:RM-RES-P070

Objectives:At the end of this session Reservation Sales associates will be able to know how to handle reservations and inquiries that require Physically Challenged Facilities.

目的:在课程结束的时候预订部销售文员将懂得如何处理有关残障

设施，要求的预订。

Standard ：

1. Reservation Sales associates will handle reservations and inquiries for the physically challenged with good product knowledge in regards to such issues.
2. Every assistance and courtesy will be given to reservation requests that require physically challenged accommodation. Reservation Sales associates will be familiar with the specialized facilities of those rooms and other facilities in the Hotel that are designed for the physically challenged.

标准:

1. 每 一个有 关 酒 店 残 疾 人 使 用 设 施 的询 问 将应被正确回答。
2. 预 订 部 员 工 将 熟 悉 残 疾 人 用 房 中 的 特 定 设 施 ， 并 能 在 电 话 上 向 打 电 话 者礼貌地提供帮助。

Resources:Flip Chart, Handout, Computer with Oprea terminal

培训器材:白板，白板纸，培训资料，带Oprea 终端的电脑