酒店《接送機和租用車服務》培訓活動綱要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓活動綱要Task:Airport Transfer & Limousine Booking任務 :接送機和租用車服務Code 序號 :RM-RES-D120Objectives:At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer transp

2、ortation service in an accurate and efficient way.目的 :在課程結(jié)束的時候預訂部銷售文員非常了解酒店的接送機和租用車服務，確并能準確有效的銷售和提供這項服務。Standard ：Reservation sales agents will offer/handle transportationarrangements as a service and facility to hotel guests andpatrons.1.Information regarding guest flight arrival/departure time wil

3、l be recorded accurately, If have special situation, we can trace message set up (-option) to the Conciergedepartment, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest.2. Guests will be accurately ad

4、vised of the prices and options available for airport transfers and limousine service.3. will be exercised at all times.標準 :預訂部文員應將酒店的交通安排作為酒店的一項人及?？?. 關于抵離航班日期 /時間應準確記錄，如有特殊情況，可在電腦 Options 中給行李部留跟蹤報表， 任何關于交通安排的當天的預訂，更改和特殊要求要在結(jié)束與客人的電話后立即通知行李部。2. 應準確的通知客人價格和可選擇的方法。3. 應在整個過程中隨時應用。Resources:Flip Chart,

5、 Handout, Computer with Oprea terminal培訓器材 : 白板，白板紙，培訓資料，帶有Oprea 端的電腦MethodTraining StepsTime培訓方式培訓步驟時間IntroductionShow“ (Objectives)5 Minutes介紹顯示課程目的LecturePrologue: As a Reservations Sales Agent,教學式we should know transportation also isanother incremental revenue for the hotel,Prepared on Flip we h

6、ave responsibility to promote andChartoffer this service.開場白：作為一名預訂部銷售文員我們應懂得交通服務同樣是酒店另一項可增加的服務。我們應當抓住一切機會去促銷和提供這項服務。Sotheobjectivesofthissessionis: (Refer to Objectives of this TAO)今天這堂課的目的是：（參考標準與程序The course should be divided into fiveparts:Method培訓方式Contents內(nèi)容BrainstormTraining StepsTime培訓步驟時間這節(jié)

7、課會分為五個部分來講解：1. Hotel information about transportation.酒店關于接送機和租用車服務的知識2.Procedure of handling transportation.處理接送機和租用車服務的程序3.Same day requirements.當天的有關接送機和租用車服務的要求4.Amendment and cancellation更改和取消2 Minutes集思廣益5.Whole day and half day rental全天和半天租用服務What kind informationwe should get 15 MinutesLectu

8、re&from a guest when guest need AirportMethodTraining StepsTime培訓方式培訓步驟時間ExplanationTransfer & Limousine Booking service教學式與講解當客人需要接送機和租用車服務的時候我們需要詢問哪一些問題。Show steps on prepared flipchart. Explain 3 Minutes reason for each step. Ask trainees toDemonstrationcomment and question on each step.展

9、示將所有程序的主要內(nèi)容事先寫在準備好的白板紙上， 逐步作以講解， 在講解過程中要不時請學員發(fā)表建議并提問。Ask participant to be a guest. Show each 10 MinutesPractice - Rolestep. After demonstration. Refer back toPlayflipchart and review / discuss each step.練習角色扮請參與者為客人， 給其講解步驟，作展演示之后，回顧白板紙上的內(nèi)容， 并討論每一個步驟。Each trainee practices first as guest, thenMetho

10、dTraining StepsTime培訓方式培訓步驟時間as Reservation Sales Agent.每一個學員先作客人， 后作預訂部銷售文員 .Case Example 案例：Same day airport pick up serviceCritiquecancellation5 Minutes評估(Keypoint:informconciergeimmediately anddeleteappropriateinformation in the Oprea)Summary一個當天的接機要求取消?？偨Y(jié)（要點：立即通知行李部， 取消電腦中相應位置的信息）According the

11、procedure.按照程序。Review Key Points:回顧要點：1. Ask questions and have participantMethodTraining StepsTime培訓方式培訓步驟時間explain the standard and itsimportance.提問并請參與者解釋標準及其重要性2. Summarize critique points applicableto entire group總結(jié)評估過程中對整組有用的要點3. Reinforce and discuss the point:Total40加強并討論以下要點：MinutesThe procedure of handling airporttransfer & Limousine booking處理接送機和租用車服務的程序About same day boo