团队预订.docx

XXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要 Task:Group Reservation任务:团队预订Code序号:RM-RES-D150 Objectives:At the end of this session Reservations Sales associate will be understanding the proper way in handling and processing group reservations. 目的:在课程结束的时候预订部销售文员将懂得正确处理团队预订的程序。 Standard ：1.    Group reservations and tour bookings will be handled efficiently and accurately to ensure smooth operation for all concerned. 2.    Consideration is to be given to group room assignment to avoid unnecessary inconvenience to other guests. The Shift Leader will handle all group bookings. 3.    Group rates will be kept confidential and not revealed to irrelevant parties. 标准:1. 团 体 预 定 必 须 被 有 效 和 正 确地 处 理 以 保 证 酒 店 收 益 最 大化， 并 使 散 客 和 长 住 客 的 不 便 减 到 最 小 化 。2. 所 有 团 体 预 定 将 由 预 定 主 管处 理 。3. 团 体 价 格 不 可 以 泄 露给任何不相关的人。 Resources:Flip Chart, Handout, Computer with Oprea 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 Prepared on Flip Chart                      Contents内容Brainstorms集思广益  Lecture & Explanation教学式与讲解    Demonstration展示    Practice - Role Play练习 角色扮演Critique评估     Summary总结            (For trainer try to do this training after Oprea knowledge training) Show “ W.I.F.M” (Objectives)显示课程目的Prologue: As to Reservations Sales Agent handling group is one of the most important work.开场白： 作为一名预订部销售文员处理团队预订是我们每天的重要工作之一。So the objectives of this session 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 divided into six parts:这节课会分为六个部分来讲解：1.          The procedure of quotation for group requirements based on availability.基于可卖房基础给予团队报价的程序2.          The group handling procedure when booking is accepted当预订接受时团队的处理程序3.          Preparation before group arrival团队到来之前的准备工作报告4.          Large group handling procedure大团的处理程序5.          Distribution Procedure团队的通知程序6.          Late amendments handling procedure当日更改的处理程序   What kind of information we need to get when making a group booking?当客人作团队预订时我们需要问什么样的信息 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，在讲解过程中要不时请学员发表建议并提问。 Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss 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。 Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员.Case Example 案例：Group booking from CITS, from Dec12-15,12 peoples, 1 tour guide.中国国际旅行社的团队12月12-15日，12人，1全陪。 Review Key Points:回顾要点：1.        Ask questions and have participant explain the standard and its importance. 提问并请参与者解释标准及其重要性2.        Summarize critique points applicable to entire group 总结评估过程中对整组有用的要点3.        Reinforce and discuss the point: 加强并讨论以下要点：l         The group handling procedure when booking is accepted当预订接受时团队的处理程序l         Preparation before group arrival团队到来之前的准备工作报告l         Large group handling procedure大团的处理程序 * Opreapractice will be done in the Oprea knowledge training*     5 Minutes                             2 Minutes   15 Minutes     3 Minutes     10 Minutes         5 Minutes                   Total 40 Minutes