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酒店《预订截止日期》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:Closed out periods

任务:预订截止日期

Code序号:RM-RES-P030

Objectives：At the end of this session, Reservation Sales Agent will understanding how to handle room reservations during dates or periods when the hotel is booked to capacity or when certain room type or rate category is closed for further acceptance of reservation.

目的:在课程结束的时候，预订部销售文员应该知道在以下情形不再接

收预订：房间截止，房型截止和某种价格截止

Standard ：Reservation Sales associates will not accept reservations in the event of:

Closed out periods
Room type closed
Rate category closed

Reservation Sales agents will be aware of, and constantly monitor the closed out periods of the hotel. Closed out dates will be updated regularly by the Reservation Manager to maximize opportunities in incremental revenue. When the hotel is closed out for any date, room type or rate category, the Reservation Sales associate will recommend alternative accommodation, and where possible waitlist the booking in case of cancellations.

标准:预订部销售文员在以下情形不再接收预订：

房间截止
房型截止
某种价格截止

预订部销售文员将注意并时刻关注饭店预订截止日，该日期将由预订经理定期更新以减少饭店收入损失。当饭店任何一天或某种房型停止接受预订，预订员将向客人推荐其他住宿选择，可能的话把该预订放入等待名单。这样，如果有其他预订取消，即可接受该预订。

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

Questions

提问

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: As a Reservations Sales Agent, we will meet the situation – closed out.

开场白：我们会遇到预订截止的情形。

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 of Handling Closed out periods.

房间截止日期的处理程序。

What type of closed out do we have?

房间截止日期的情形分几种？

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：

Guest require a superior room, but during this periods our hotel only have suite, try to explain it to the guest.

客人需要一间标准间，但我们只有套房，应该怎样向客人解释。

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：

What type of close-out do we have?

房间截止日期的情形分几种？

Who can override in this situation?

谁有权越权去卖已经停卖的房间？

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