培训表大全259

1、TRAINING ACTIVITY OUTLINE 培训活动纲要Task:Airport Transfer & Limousine Booking任务:接送机和租用车效劳Code 序号:RM-RES-D120Objectives:At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer transportation service

2、 in an accurate and efficient way.目的:在课程结束的时候预 订 部销 售 文员非常了解酒店的接送机 和租用车 效劳，确并能准确有效的销售和提供这项效劳。Standard ：Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons. 1. Information regarding guest flight arrival/departure time will be re

3、corded accurately, If have special situation, we can trace messageset up (-option) to the Concierge department, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest.2. Guests will be accurately advised o

4、f the prices and options available for airport transfers and limousine service.3. S.T.A.R. will be exercised at all times.标准:客预订部文员应将酒店的交通安排作为酒店的一项效劳提供应人及常客1. 关于抵离航班日期 / 时间应准确记录，如有特殊情况， 可在电脑 Options 中给行李部留跟踪报表， 任何关于 交通安排的当天的预订，更改和特殊要求要在结束与客 人的 后立即通知行李部。2. 应准确的通知客人价格和可选择的方法。3. S.T.A.R 应在整个过程中随时应用。Res

5、ources: Flip Chart, Handout, Computer with Oprea terminal内容为网络收集仅供参考培训器材：白板，白板纸，培训资料，带有 Oprea端的电脑Method培训方式Training Steps 培训步骤Time时间In troductio n 介绍Lecture教学式Prepared on Flip ChartCon te nts内容Brai nstorm集思广益Show “'(Objectives)显示课程目的Prologue: As a Reservatio ns Sales Age nt, we should know tra n

6、sportatio n also is ano ther in creme ntal reve nue for the hotel, we have resp on sibility to promote and offer this service.开场白：作为一名预订部销售文员我 们应懂得交通效劳同样是酒店另一项 可增加的效劳。我们应当抓住一切机 会去促销和提供这项效劳。So the objectives of this sessi on 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

7、 divided into five parts:这节课会分为五个局部来讲解：1. Hotel information abouttran sportati on.酒店关于接送机和租用车效劳的知 识2. Procedure of handling transportation. 处理接送机和租用车效劳的程序3. Same day requirements.当天的有关接送机和租用车效劳的 要求4. Amendment and cancellation更改和取消5. Whole day and half day rental 全天和半天租用效劳5 Mi nu tes2 Mi nu tes内容为网络

8、收集仅供参考Method培训方式Training Steps 培训步骤Time时间Lecture &What kind in formatio n we should get15 Min utesExpla nati onfrom a guest whe n guest n eed Airport教学式与讲解Tran sfer & Limous ine Book ing service?当客人需要接送机和租用车效劳的时 候我们需要询问哪一些问题。3 Mi nu tesDem on strati onShow steps on prepared flipchart. Expla

9、in reas on for each step. Ask展示train ees to comme nt and questio n oneach 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10 Min utesPractice - Role解过程中要不时请学员发表建议并提 问。Play练习-角色扮 演Ask participa nt to be a guest. Show eachstep. After dem on strati on. Refer back to flipchart and review / discuss each step. 请参与者

10、为客人，给其讲解步骤，作 展示之后，回忆白板纸上的内容，并 讨论每一个步骤。Each trainee practices first as guest, theras Reservati on Sales Age nt.5 Mi nu tesCritique每一个学员先作客人，后作预订部销评估售文员.SummaryCase Example 案例：Same day airport pick up service can cellati on总结(Key point: inform con ciergeimmediately and delete appropriate information i

11、n the Oprea) 一个当天的接机要求取消。(要点：立即通知行李部，取消电脑内容为网络收集仅供参考Method培训方式Training Steps 培训步骤Time时间中相应位置的信息Accord ing the procedure. 按照程序。Review Key Poin ts:回忆要点：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2. Summarize critique points applicable to en tire group总结评估过程中对整组有用的要点八、3. Rein force and discuss the point:加强并讨论以下要点：The procedure of han dli ng airport transfer & Limous ine book ing 处理接送机和租用车效劳的程序About same