酒店《下班程序／早班程序》培训活动纲要

1、Task:任务 :Code 序号Objectives目的 :Standard标准 :Resources: 培训器材 :A HOTELXXX 大酒店TRAINING ACTIVITY OUTLINE培训活动纲要End of Shift Procedures/ Morning Shift Procedure 下班程序 / 早班程序: RM-RES-A010 / RM-RES-A020： At the end of this session, Reservation Sales associates will be able to ensure proper procedures will be f

2、ollowed during the end of each shift and morning shift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 hi

3、s/her daily duties 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.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

4、输入 Oprea 中。Flip Chart and Handout, Computer with Oprea terminal 白板，白板纸和培训资料，带有 Oprea 终端的电脑Method培训方式Tra ining Steps培训步骤Time时间In troductio n 介绍Lecture 教学式F/P1 (P)Con te nts内容Lecture&Expla nati on 教学式与讲解OHP(P)Let everybody have cha nee to speak.让每人都有讲话的机 会Test 测验Show “ W.I.F.M ” (Objectives)显示课程目的

5、Prologue: As a Reservati ons Sales Agent how toprese nt our professi onal style and efficie ncy,weshould have same procedure to follow up.开场白：作为一名预订部销售文贝我们怎样展示我 们的专业风范和高效率，我们应该有统 的标准遵 循。So the objectives of this sessi on 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 di

6、vided 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Show steps on prepared OHP. Explain reason for each 15 Min step. Ask train ees to comme nt and questi on 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。What the mai n job in morni

7、ng shift?早班的主要工作是什么？ No show / trace report check for morni ng 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 correso ondence to Front office in end shift .5 Mi nutes utes5 Mi nutesMethod培训方式Training Steps培训步骤Time时间Summary总结Deliver Ha ndout (P)分发资料晚班要在下班前将所有与前台有关的资料送 至前台Review Key Poin ts:回顾要点：Rein force and discuss the point:加强并讨论以下要点： No show / trace report check for morni