酒店《檢查第二天預抵客人報表》培訓活動綱要

1、A HOTELXXX 大酒店TRAINING ACTIVITY OUTLINE培訓活動綱要Task:Next Arrival Report Checking任務 :檢查第二天預抵客人報表Code 序號 : RM-RES-D140Objectives ： At the end of this session reservations sales agent will be knowing how to check reservations and outstanding details prior to the day of arrival.目的 : 在課程結束的時候預訂部銷售文員應懂得在客人到

2、達之前如何查看第二天的預抵和未解決的問題。Standard ： Reservation information will be checked and outstanding details will be confirmed prior to the day of arrival to ensure a smooth and professional check-in for the guest登記手續(xù)Resources:Flip Chart, Han dout, Computer with Oprea termi nal培訓器材:白板，白板紙，培訓資料，帶Oprea終端的電腦Method培

3、訓方式Training Steps培訓步驟Time時間In troductio n介紹Lecture教學式Prepared on FlipChartShow “ W.I.F.M ” (Objectives)顯示課程目的The objectivesof thissessi onis: (Refer to Objectives of this TAO今天這堂課的目的是：(參考標準與程序The main content of this course shouldbe:這節(jié)課的主要內容是：嚶 Next arrival report check ing5 Mi nu tesMethod培訓方式Tra i

4、ning Steps培訓步驟廠"Time時間procedure.檢查第一天預抵客人報表Con te nts內容15 Min utesLecture&Expla nati onShow steps on prepared flipchart.教學式與講解Explain reason for each step. Asktrainees to comment and question on each step.將所有程序的主要內容事先與在準備3 Mi nutesDem on strati on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。展示Dem o

5、n strate in Oprea how to check detailed information. Show each step.After dem on stratio n. Refer back to 10 Mi nute冶Practiceflipchart and review / discuss each step.請參與者為客人，給其講解步驟，作展Method培訓方式Training Steps培訓步驟Time時間練習Critique評估Summary總結示之后，回顧白板紙上的內容，并討論每一個步驟。Each trainee practices每一個學員作練習。Accord i

6、ng the procedure.按照程序。Review Key Poi nts:回顧要點：1. Ask questions and have participant expla in the sta ndard and its importa nee.提冋并請參與者解釋標準及其 重要性2. Summarize critique points applicableto en tire group總結評估過程中對整組有用的5 Mi nutesMethod培訓方式Training Steps培訓步驟Time時間要點3. Rein force and discuss the point:加強并討論以下要點： Rout ing in structi ons match billi ng authorizati on轉帳指示與付費方式相符。 Fax/Letter of authorizati