酒店《信用要求》培训活动纲要

1、a hotelxxx大酒店training activity outline培训活动纲要task:credit procedures 任务:信用要求code序号:rm-res-p050objectives：at the end of this session, reservation sales associates will be able to know the proper way in executing credit procedures and processing billing instructions.目的:在课程结束的时候，预订部销售文员应知道处理信贷程序和付款方式的正确方

2、式。standard ：reservation sales associates will process billing instructions as approved from the reservation sales function and handle reservations with credit facility in place according to the hotels credit policy and procedures.1. when accepting a reservation, the reservation sales associate will

3、identify and determine the method of payment.2. the reservation sales associate will advise the caller/guest of the hotels payment terms and conditions.3. if the intended method of payment by the guest is other than by cash or a valid credit card, the reservation sales associate will advise the call

4、er/guest of the hotels credit policy.标准:当 接 到 预 订 时 ， 预 订 部 销 售 文 员 应按照酒店的信用政策处理由销售部决定的付账方式。1. 当接到预订时， 预 订 部 销 售 文 员 应与客人确认付账方式。2. 预 订 部 销 售 文 员 在给客人作预订时应通知客人酒店的 信贷政策。3. 如果客人不用信用卡或现金付费，应通知客人酒店的信贷政策。resources:flip chart, handout, computer with oprea terminal 培训器材:白板，白板纸，培训资料，带有oprea终端的电脑method 培训方式tr

5、aining steps培训步骤time时间introduction介绍lecture教学式prepared on flip chartcontents内容questions提问lecture & explanation教学式与讲解demonstration展示practice 练习 critique评估summary总结show “ w.i.f.m” (objectives)显示课程目的prologue: as a reservations sales agent, we should know our hotels credit procedure.开场白： 作为一名预订部销售文员

6、我们应该了解酒店的信贷政策。so the objectives of this session is: (refer to objectives of this tao)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 payment method of our hotel. 我酒店付款方式的种类· the handling procedure of this different payment. 处理这些付款方式的程how many payment metho

7、d do our hotel have?有谁知道酒店付款方式的种类？show steps on prepared flipchart. explain reason for each step. ask trainees to comment and question on each 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。demonstrate how to do routing instruction in opreashow each step. after demonstration. refer back to

8、flipchart and review / discuss each step.在oprea中展示如何作付帐指示，讲解步骤，回顾白板纸上的内容，并讨论每一个步骤。each trainee practices。每一个学员分别作练习case example 案例：· all charge will be paid by company 所有费用由公司付费· room only will be paid by company, miscellaneous fee will be on guest account. 房费公司付，杂费自理according the procedur

9、e.按照程序。review key points:回顾要点：1. ask questions and have participant explain the standard and its importance. 提问并请参与者解释标准及其重要性2. summarize critique points applicable to entire group 总结评估过程中对整组有用的要点3. reinforce and discuss the point: 加强并讨论以下要点：· how to handle booking requirement which company is in charge back 怎样处理挂帐公司的预订。·