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酒店《锁房》培训活动纲要

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A HOTEL

XXX大酒店

TRAINING ACTIVITY OUTLINE

培训活动纲要

Task:Room Blocking

任务:锁房

Code序号:RM-RES-D160

Objectives：At the end of this session reservations sales agent will be knowing how to block room in the Oprea

目的:在课程结束的时候预订部销售文员应懂得怎样在电脑中锁房

Standard ：Certain reservations will be pre-blocked at the point of reservation. Specific room requests by a caller will be entertained according to availability. Suites will be pre-blocked at the point of reservation. Rooms that have been pre-blocked by reservations will be noted in the remarks field and will only be changed by the shift leader or Guest Service Manager.

标准:某些特殊房间应提前由预订部锁房。客人要求的特殊房号将根据可能性来考虑。被预订部提前锁住的房间将在备注栏内注明并只能由主管或大堂副理作修改。

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

Method

培训方式

Training Steps

培训步骤

Time

时间

Introduction

介绍

Prepared on Flip Chart

内容

Lecture & Explanation

教学式与讲解

Demonstration

展示

Practice

练习

Critique

评估

Summary

总结

Show “ W.I.F.M” (Objectives)

显示课程目的

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：

Room Blocking

锁房

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 in Oprea how to block room, Show each step. After demonstration. Refer back to flipchart and review / discuss each step.

在Oprea中展示如何锁房，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

每一个学员练习

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：

All suite and apartment booking will be pre-blocked at the point of reservation.

所有套房和公寓房要在预订时排房。

5 Minutes

15 Minutes

3 Minutes

10 Minutes