【酒店管理培训】酒店《确认信》培训活动纲要

1、.天马行空官方博客： ；QQ:1318241189；QQ群：175569632A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Booking Confirmation任务:确认信Code序号:RM-RES-A050Objectives：At the end of this session Reservation Sales Agent will be able to confirmReservations to the party concerned in writing by letter or fax.目的:在本课程结束的时候预订部销售文员

2、将能够向所需要的对象作传真确认或书信确认。Standard ：When a booking confirmation is requested, a confirmation letter will be generated and sent to the booker within 2 hours by letter, fax or via e-mail. All booking requests made by fax must be responded to fax within 2 hours.标准:当客人确 认 预 订时，预订部销售文员 须在 接 到 预 订 后 的 2小 时 之 内

3、 以传真，信件和Email的形式回复确 认 。 通 过 传 真 做 的 预 订 必 须 在2小时内 以 传 真 回 复 确 认 。Resources:Flip Chart, Handout, Computer withOprea 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Training Steps培训步骤Time时间Introduction介绍Lecture教学式F/C1 (P)Contents内容Questions提问Lecture & Explanation教学式与讲解OHP(P) Demonstration展示Pract

4、ice 练习 Critique评估Summary总结Delivery Handout 分发资料Show “ W.I.F.M” (Objectives)显示课程目的Prologue: To be leading five star hotels, respond guest confirmation letter efficiently and professionally can present our hotels high quality service. 开场白： 作为一个领先的五星级饭店，高效专业的为客人回复传真能展现我酒店高质量的服务。So the objectives of thi

5、s session is: (Refer to Objectives of this S&P)今天这堂课的目的是：（参考标准与程序The main content of this course will be:这节课的主要内容是：Procedure of handling confirmation letter。回复确认信的标准。Who know hotels standards of responding confirmation letter?有谁知道酒店回复确认信的标准？All of the confirmation should be responded within 2 ho

6、urs.所有的传真确认需在2小时内回复。Show steps on prepared OHP. 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。Demonstrate in Oprea how to print different type of confirmation letter for the guest. Refer back to flipchart and revie

7、w / discuss each step.在有Oprea终端的电脑中向客人展示怎样打印各种类型的确认信，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。Each trainee practices.每一个学员作练习。According the procedure.按照程序。Review Key Points:回顾要点：1. Reinforce and discuss the point: 加强并讨论以下要点：· Ensure negotiated contract rates of Travel Agent are suppressed when requesting a confirmation in Oprea 一定注意回复确认信的时候旅行社的 价格要隐藏。· When key in the telephone No and fax No in Fidelio Tel/Fax No. Screen, it will automatically appear on the confirmation