酒店《贵宾预订》培训活动纲要

1、A HOTELXXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: VIP Booking任务 : 贵宾预订Code 序号: RM-RES-D110Objectives： At the end of this session reservations sales agent will be knowing how to handle the VIP booking.目的 : 在课程结束的时候预订部销售文员应懂得如何处理贵宾预 订。Standard ：1. VIP designation or amenity requests should be placed

2、in the Oprea System at least one day prior to arrival.2. In the event of a same day amenity request, the appropriate amenity requirement should be informed to the Guest Service Supervisor/Manager for processing.3. In all cases the amenity codes should be keyed into the guest profile in the Oprea Sys

3、tem.标准：1. 贵宾的特殊接待申请至少在一天前就输入到电脑系统 中，2. 对于当天的贵宾申请要立即通知前台的宾客服务经理 或主管以使其能立即安排，3. 任何级别的贵宾的特殊要求密码都要输入至电脑的客 户档案中。Resources: Flip Chart, Han dout, Computer with Oprea termi nal培训器材：白板，白板纸，培训资料，带 Oprea终端的电脑MethodTraining StepsTime培训方式培训步骤时间IntroductionShow “ W.I.F.M ” (Objectives)5 Mi nu tes介绍显示课程目的LectureP

4、rologue: As a Reservati ons Sales Age nt教学式we will meet the VIP requirementMethod培训方式Training Steps培训步骤Time时间Prepared on Flip ChartContents内容Lecture&Expla nati on教学式与讲解everyday.开场白：作为一名预订部销售文员我 们每天都能接到有关贵宾客人的预订。So the objectives of this session is: (Refer to Objectives this TAO) 今天这堂课的目的是：(参考标准与程 序T

5、he main content of this course shouldbe:这节课会分为一个部分来讲解： Procedure of han dli ng VIPbooki ng.处理贵宾客人预订的程序。Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on15 Min utesMethod培训方式Training Steps培训步骤Time时间Dem on strati on展示Practice - RolePlay练习-角色扮演each

6、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。Dem on strate in Oprea how to set up VIP code in guest profile.在Oprea中展示如何在电脑中设置贵 宾客人密码。Ask participa nt to be a guest. Show each step. After dem on strati on. Refer back to flipchart and review / discuss each step. 请参与者为客人，给其讲解步骤，作展 示之后，回顾白板纸

7、上的内容，并讨论 每一个步骤。Each trainee practices first as guest, ther as Reservati on Sales Age nt.3 Mi nu tes10 Min utesMethod培训方式Training Steps培训步骤Time时间Critique评估Summary总结每一个学员先作客人，后作预订部销售 文员.Case Example 案例：A company arranges VIP booking for their preside nt required a suite and flowers and fruits requireme nt.一公司为其总裁安排贵宾预订，并要求 有鲜花和果篮。Accord ing the procedure.按照程序。Review Key Poin ts:回顾要点：1. Ask questions and have participant expla in the sta ndard and its importa nee.提问并请参与者解释标准及其5 Mi nu tesMethod培训方式Training Steps培训步骤Time时间重要性2. Summarize critique points applicableto en tire grou