培训表汇编269

1、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 traineewill be able to handle reservation amendmentsand cancellations in Oprea Concern the variablesituation when handling the amendments bookings.目的:

2、在 课程结束的时候每个学员都应明白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。：Reservation Sales agents will handle reservation amendmentsof guestrooms initiated by the hotel or by the party that initiated theoriginal reservation. All reservation amendments for same dayarrivals and arrivals beyond 24 hours will be actione

3、d immediatelywith information passed to all departments concerned.Reservation Sales agents will handle booking cancellations ofguestrooms initiated by the hotel or by the party that initiated theoriginal reservation. All booking cancellations for same day arrivalsand arrivals beyond 242 / 7Standard3

4、 / 7information passed to all departments concerned.标准:预订部文员应明白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 订部文员应明白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， 并立立即相关信息通知 相应的部门。Resources:Flip Chart, Handout, Computer with Opreaterminal培训器材:白板，白板纸，培训资料，带有Oprea终端的电脑hours willbe actionedimmediately with4 / 7M

5、ethod培训方式Tra ining Steps培训步骤Time时刻5 / 7In troductio n 介绍Lecture 教学式Prepared onFlip ChartCon te nts 内容Questi ons 提问Lecture & Explanati on 教学式与讲解Dem on strati onShow “ W.I.F.M ” (Objectives) 显示课程目的Prologue: As a Reservatio ns Sales Agent, we will meet this situatio n everyday.开场白：作为一名预订部销售文员我 们每天都

6、会遇到有关预订更改和取消 的要求。So the objectives of this sessi onis: (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 threeparts:这节课会分为一个部分来讲解：1. Procedure of handlingame ndme nt处理更改预订的程序2.Procedure of handling can cellati on处理取消预订的程序3.How to handle requirement fromcompa ny ca

7、n charge back 处理来自可挂帐公司的要求Who knows how guest ame nd and cancel book ing?谁明白客人用那些方式进行更改和取 消预订。Show steps on prepared flipchart.5 Mi nu tes2 Mi nu tes15 Min utes3 Mi nu tes6 / 7Method培训方式Tra ining Steps培训步骤Time时刻展示Expla in reas on for each step. Ask trainees to comme nt and questi on on eachstep.将所有程

8、序的要紧内容事先写在预备 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。10 Min utesPractice - RolePlay 练习-角色扮演1. Dem on strate in Oprea how to cancel and ame nd book ing 在电脑中展示如何更改和取消预订2. Ask participant to be a guest. Showeach step. Afterdem on strati on. Refer back toflipchart and review / discuss eachstep.请参与者为客人，给其讲解步

9、骤， 作展示之后，回忆白板纸上的内 容，并讨论每一个步骤。Critique 评估Summary 总结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 booki ng with transportati on requireme nt and restaura ntbook ing.(Key po

10、int: check availability ,5 Mi nu tes7 / 7Method培训方式Tra ining Steps培训步骤Time时刻double check guest s tran sportati onand restaura nt requireme nt and dorespect 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 Poin ts:回忆要点：1. Ask questions

11、 and have participa ntexpla in thesta 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 applicableto en tire group总结评估过程中对整组有用的 要点3. Rein force and discuss thepoi nt:加强并讨论以下要点：? Handling amendment booking, checkavailability first处理更改预订时先杳看可卖房? Handling amendment and can cellati onbook ing check other respectrequireme nt.处理更改和取消预订时查看其Total 40Min utes8 / 7Metho