酒店《更改和取消预订》培训活动纲要

1、A HOTELXXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Amendments and Cancellations任务 :更改和取消预订Code 序号： RM-RES-D060 / RM-RES-D070Objectives: At the end of this session, each trainee will be able to handle reservation amendments and cancellations in Oprea Concern the variable situation when handling the am

2、endments bookings.目的 ： 在课程结束的时候每个学员都应知道如何在电脑中处 理更改 和取消预订，并能在取消预订的时候考虑到各种变化的情 形。Standard ： Reservation Sales agents will handle reservation amendmentsof guestrooms initiated by the hotel or by the party that initiated the original reservation. All reservation amendmentsfor same day arrivals and arriv

3、als beyond 24 hours will be actioned immediately with information passed to all departments concerned.Reservation Sales agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservation. All booking cancellations for same day arriva

4、ls and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.标准:预订部文员应懂得如何处理更改预订。 所有当天或 24 小时以上的更改预订应立即给予处理， 并立即通知相应的部门。 预订 部文员应懂得如何处理取消预订。所有当天的或 24 小时以上的 取消预订应立即给予处理， 并立即将相关信息通知相应的 部门。Resources: Flip Chart, Handout, Computer with Oprea terminal培训

5、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Prepared on FlipChartShow “ W.I.F.M ” (Objectives)显示课程目的Prologue: As a Reservati ons Sales Age n we will meet this situation everyday.开场白：作为一名预订部销售文员我 们每天都会遇到有关预订更改和取消 的要求。So the objectives of this session is: (Ref

6、er 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 three parts:这节课会分为一个部分来讲解：1. Procedure of handling amendment处理更改预订的程序2. Procedure of handling cancellation处理取消预订的程序5 Mi nu test,Method培训方式Training Steps培训步骤Time时间Contents内容Questi ons提问Lecture&Expla nati on教学式与讲解De

7、m on strati on展示3. How to handle requirement from compa ny can charge back处理来自可挂帐公司的要求Who knows how guest ame nd and cance book ing?谁知道客人用那些方式进行更改和取 消预订。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

8、 过程中要不时请学员发表建议并提问。1. Dem on strate in Oprea how to can cel and ame nd booki ng2 Mi nu tesl 15 Min utes3 Mi nu tesMethod培训方式Training Steps培训步骤Time时间Practice - RolePlay练习-角色扮演在电脑中展示如何更改和取消预订2. Ask participant to be a guest. Show each step. After dem on stratio n. Refei back to flipchart and review / d

9、iscuss each step.请参与者为客人，给其讲解步骤， 作展示之后，回顾白板纸上的内容， 并讨论每一个步骤。1. Each trainee practice in the Oprea每一个学员在电脑中练习2. Each trainee practices first as guest, the n as Reservati on Sales Age nt.每一个学员先作客人，后作预订部销售文员.Case Example 案例：Guest ame nd a book ing with tran sportatio n requireme nt and restauran book in

10、g.10 Min utes tMethod培训方式Training Steps培训步骤Time时间Critique评估Summary总结(Key point: check availability , double check guest ' stransportation and restaura nt requireme nt and do respect ame ndme nt)一位客人打电话来更改一个带接机和餐厅预订的订房要点：查看可卖房，与客人确认接机安 排和餐厅预订安排并在电脑中作相应 更改)Accord ing the procedure.按照程序。Review Key

11、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 重要性5 Mi nu tesMethod培训方式Training Steps培训步骤Time时间2. Summarize critique points applicable to en tire group总结评估过程中对整组有用的 要点3. Rein force and discuss the point:加强并讨论以下要点： Han dli ng ame ndme nt booki ng, check availability first处理更改预订时先杳看可卖房 Handling amendment andcan cellati on book ing check other respect requireme nt.处理更改和取消预订时查看其 他相关内容 When received requireme nt form compa ni es,