A HOTEL

XXX大酒店

TRAINING ACTIVITY OUTLINE

培训活动纲要

Task:Check-In / Check – Out Times, Early Arrival and Late Departure.

任务:登记和结帐时间, 提前抵店和推迟离开。

Code序号:RM-RES-P010, RM-RES-D090, and RM-RES-D100

Objectives:At the end of this session Reservation Sales Agent will be able to

understanding the Standard and Procedure of advise to guests the time that

a guest room can be made available for occupancy and the time that a

guest room should be vacated by the occupant.

目的:在课程结束时预订部销售文员应知道客人登记和结帐

的时间及在那个时候我们可以准备出干净的房间和什么时候酒。

Standard ：

1. Reservation Sales Agents will confirm reservations with clear advice to guests of the hotel’s check-in and checkout time.
2. Reservation Sales associates will secure guarantee from guests who require accommodation immediately upon early arrival. Early arrival means the expected arrival of the guest is much before the normal check-in time of 3:00 p.m.
3. The Reservation Sales associate will not commit availability of an early arrival check-in during high occupancy periods. Where necessary, the Reservation Sales         associate will offer the guest options available such as reserving the room from the night before by applying an additional day’s applicable room charge.
4. Late departure means the expected departure of the guest is after the normal check-out time of 12:00 noon. The Reservation Sales associate will not commit availability of a late departure check-out during high occupancy periods.
5. Where necessary, the Reservation Sales associate will offer the guest options available such as storing luggage at the concierge.

标准:

1. 预订部销售文员在确认预订时应清楚除地告知本酒店的登记入住时间和结帐时间。
2. 预 订 部 销 售 文 员应要求早到的客人担保其预订，当客人到店的

      时间 早于下午15：00 点钟时， 我们称之为早到。

3. 预 订 部 销 售 文 员 不 能 在 高 出 租 率 期 间 确 保 客 人 提 前 抵 店 可 入 住 。 如 果 必 要 的 话 ， 预 订 部 销 售 文 员 将 会 让 客 人 意 识 到 如 果 在 入 住 前 一  天 晚 上 登 记 是 有 选 择 余 地 的 。
4. 推迟离开意味着结帐时间晚于中午12：00点钟，预 订 部 销 售 文 员不 能 在 高 出 租 率 期 间 确 保 客 人 推迟离开。
5. 如果必要的话，预订部销售文员应提供建议请客人将行李存在行李部

Resources:Flip charter, Handout, computer with Oprea terminal.

培训器材:白板，白板纸，培训资料，有Oprea 的电脑终端.