酒店《酒店設(shè)施》培訓(xùn)活動(dòng)綱要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:Product Knowledge任務(wù) :酒店設(shè)施Code 序號(hào) : RM-RES-P060Objectives ：At the end of this session Reservation Sales associates will have the ability to introduce the Hotel and its facilities descriptively to telephone inquiries.目的 :在課程結(jié)束的時(shí)候預(yù)訂部銷售文員應(yīng)能夠向詢問者介紹有關(guān)酒店設(shè)施

2、和服務(wù)的信息。Standard ： Reservation Sales associates will promote the Hotel and its facilities by introducing the Hotel and its facilities over the telephone and professionally describe hotel facilities to telephone inquires.標(biāo)準(zhǔn) :預(yù)訂部銷售文員須在接到關(guān)于酒店設(shè)施的咨詢時(shí)能夠?qū)I(yè)的描述酒店設(shè)施。Resources: Flip Chart, Handout, Computer wit

3、h Oprea terminal培訓(xùn)器材 :白板，白板紙，培訓(xùn)資料，帶Oprea 終端的電腦MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間Suggest divided these sessions into two parts, one is forhotel profile explanation, the second is for terminologyexplanation.建議將這課分成兩次作，一次作酒店檔案解釋，另一次作專業(yè)術(shù)語解釋。IntroductionShow “ (Objectives)5 MinutesMethodTraining StepsTim

4、e培訓(xùn)方式培訓(xùn)步驟時(shí)間介紹Lecture教學(xué)式Prepared on ChartContents內(nèi)容LectureExplanation教學(xué)式與講解Summary總結(jié)顯示課程目的Prologue: As a Reservations Sales Agent learning the product knowledge is also a very important things for us to be professional.Flip開場(chǎng)白： 作為一名預(yù)訂部銷售文員學(xué)習(xí)酒店知識(shí)對(duì)于我們的專業(yè)服務(wù)同樣是非常重要一環(huán)。Sothe objectivesofthissession is: (Re

5、fer toObjectives of this TAO)今天這堂課的目的是： （參考標(biāo)準(zhǔn)與程序The course should be divided into two parts:這節(jié)課會(huì)分為二個(gè)部分來講解：1. Hotel Inspection (around 45 Minutes)酒店參觀45 Minutes2. Hotel Profile酒店檔案夾子3. Terminology and Standard Phraseology酒店專門術(shù)語Show steps on prepared flipchart. Explain reason foreach step. Ask trainee

6、s to comment and question on45 Minutes for hotel& each file將所有程序的主要內(nèi)容事先寫在準(zhǔn)備好的白板紙30 Minutes for上，逐步作以講解，在講解過程中要不時(shí)請(qǐng)學(xué)員發(fā)terminology表建議并提問。Review Key Points:5 Minutes回顧要點(diǎn)：1. Ask questions and have participant explain the standard and its importance.提問并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. Summarize critique points applicable to entire groupMethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)間總結(jié)評(píng)估過程中對(duì)整組有用的要點(diǎn)3. Reinforce and discuss