酒店《下班程序／早班程序》培训活动纲要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:End of Shift Procedures/ Morning Shift Procedure任务 :下班程序/ 早班程序Code 序号 : RM-RES-A010 / RM-RES-A020Objectives： At the end of this session, Reservation Sales associates will be able to ensure proper procedures will be followed during the end of each sh

2、ift and morning shift目的 :在课程结束的时候，预订部销售文员应清除的知道上班，下班正确的程序Standard ： Reservation Sales associateswill be responsible to ensure all reports are prepared by 8:30am and all same day booking/trace are processed at the beginning of shift.Reservation Sales associates will complete all his/her daily duties

3、and tasks before the end of each shift. All reservations received during the day and all expected arrivals for the following day should be properly processed in Oprea before the shift ends.标准 :所有预订部销售文员上早班时要确保在早上 8：30 之前将所有所需报表打印完毕， 并及时处理当日预订和跟踪报表。 预订部销售文员有责任在下班前将所有工作已完成。 将当日与以后抵达的预订输入 Oprea 中。Resou

4、rces: Flip Chart and Handout, Computer with Oprea terminal培训器材 :白板，白板纸和培训资料，带有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 Minutes介绍显示课程目的LecturePrologue: As a Reservations Sales Agent how to教学式present our professional style and efficiency,weshould have same

5、 procedure to follow up.开场白： 作为一名预订部销售文员我们怎样展示我们的专业风范和高效率，我们应该有统一的标准遵循。F/P1 (P)So the objectives of this session is:(RefertoObjectives of this S&P)今天这堂课的目的是： （参考标准与程序The course should be divided into Two parts:这节课会分为二个部分来讲解：The end of shift procedure下班的程序The morning shift procedure早班的程序Contents内容Lec

6、tureShow steps on prepared OHP. Explain reason for each 15 Minutes step. Ask trainees to comment and question on each& step.Explanation教学式与讲解OHP(P)Let everybody have chance to speak.让每人都有讲话的机会Test测验将所有程序的主要内容事先写在准备好的透明胶片上，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。5 MinutesWhat the main job in morning shift?早班的主要工作

7、是什么？No show / trace report check for morning shift.早班要察看预订未到和跟踪报表What the main job in end shift?晚班的主要工作是什么？Pass correspondence to Front office in end shift .MethodTraining StepsTime培训方式培训步骤时间晚班要在下班前将所有与前台有关的资料送至前台SummaryReview Key Points:总结回顾要点：Reinforce and discuss the point:加强并讨论以下要点：No show / trace report check for morning shift.早班要察看预订未到和跟踪报