【正文】 s with the application of reservation guarantee effectively and efficiently.5 Minutes Reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)：Each trainee practices first as guest, then as Reservation Sales Agent. 每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷售文員.Case Example 案例：A normal reservation(Points: try to cover every step)一個(gè)普通的預(yù)訂(要點(diǎn)：嘗試涵蓋所有步驟)According the procedure.按照程序。Show steps on prepared flipchart. Explain reason for each step. Ask trainees to ment and question on each step. 將所有程序的主要內(nèi)容事先寫在準(zhǔn)備好的白板紙上，逐步作以講解，在講解過程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問。 Fax / Letter Reservation 預(yù) 定 傳 真 / 預(yù) 定 信3.Summary總結(jié)Introduction介紹Lecture教學(xué)式Resources: Flip Chart, Handout, Computer with GEAC terminal 培訓(xùn)器材: 白板，白板紙，培訓(xùn)資料，帶GEAC終端的電腦Standard ： All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.標(biāo)準(zhǔn): 以謙和，友好的態(tài)度接受所有預(yù)訂，并準(zhǔn)確無誤地記錄。 Reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)： Ask questions and have participant explain the standard and its importance. 提問并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2.According the procedure.按照程序。Show “ ” (Objectives)顯示課程目的Prologue: As a Reservations Sales Agent, we receive reservation everyday, why we should check availability before we confirm the rate to the guests?開場(chǎng)白： 作為一名預(yù)訂部銷售文員我們每天都要接預(yù)訂，為什么察看可賣房如此重要呢？So the objectives of this session is: …(Refer to Objectives of this TAO)今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序〕The main content of this course should be:這節(jié)課的主要內(nèi)容是: Explanation教學(xué)式與講解Method 培訓(xùn)方式 預(yù)訂部銷售文員應(yīng)在查看酒店可賣房之后與客人確認(rèn)預(yù)訂。Task: Checking Availability 任務(wù): 查看可賣房 Code序號(hào): RMRESD020Objectives: At the end of this session, Reservations Sales Agent will be understanding how to accepting room reservations according to inventory availability.目的: 在課程結(jié)束的時(shí)候，預(yù)訂部銷售文員應(yīng)懂得如何按照酒店的可賣房情況來銷售房間。 Reservation Sales associates will accept room bookings subject to verification of room inventory and availability status.2.2.Resources: Flip Chart, Handout, and telephone, Computer with Oprea terminal 培訓(xùn)器材: 白板，白板紙，培訓(xùn)資料，有Oprea終端的電腦。Training Steps培訓(xùn)步驟Time時(shí)間Contents內(nèi)容Buzz Group小組討論Demonstration展示Demonstrate how to check availability using Oprea. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.用Oprea 展示如何察看可賣房，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。5 Minutes15 Minutes10 MinutesTHE ST. REGIS SHANGHAI上海瑞吉紅塔大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要專業(yè)地回答客人提 出的酒店及房間設(shè)施問題。Prepared on Flip ChartLecture amp。Show “ ” (Objectives)顯示課程目的Prologue: As a Reservations Sales Agent making reservation is our main working.開場(chǎng)白： 作為一名預(yù)訂部銷售文員處理預(yù)訂是我們每天主要的工作。 Phone Reservation 電 話 預(yù) 定2. Summarize critique points applicable to entire group 總結(jié)評(píng)估過程中對(duì)整組有用的要點(diǎn)3. Fax response must be actioned within 2 hours. 傳真的回復(fù)必須在2小時(shí)之內(nèi)完成。5 Minutes2 Minutes15 Minutes目的: 在課程結(jié)束的時(shí)候， 預(yù)訂部銷售文應(yīng)懂得在作預(yù)訂時(shí)應(yīng)通過向客人要求擔(dān)保方式來保護(hù)酒店及客人的利益。 Introduction介紹Lecture教學(xué)式Practice Role Play練習(xí) – 角色扮演Critique評(píng)估Show “ ” (Objectives)顯示課程目的So the objectives of this session is: …(Refer to Objectives of this TAO)今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序）The main content of this course should be:這節(jié)課會(huì)的主要內(nèi)容是：1. Cancellation and no show policy酒店取消和預(yù)訂未到的政策Show steps on prepared flipchart. Explain reason for each step. Ask trainees to ment and question on each step. 將所有程序的主要內(nèi)容事先寫在準(zhǔn)備好的白板紙上，逐步作以講解，在講解過程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問。 Demonstrate the Guaranteed type in the Oprea. 展示電腦中的擔(dān)保類型2.Each trainee practices first as guest, then as Reservations Sales Agent. 每一個(gè)學(xué)員先作客人，后作預(yù)訂部銷售文員.Case Example 案例：Guest need a booking during a high occupancy period RSA explain the hotel guaranteed policy to the guest.在住房率很高的一天客人需要預(yù)訂房間， 預(yù) 訂 部 銷 售 文 員 向客人解釋酒店的擔(dān)保政策。5 MinutesObjectives： At the end of this session Reservations Sales associates will be able to know the proper procedure in applying noshow charges to guests or party responsible for the reservation in the event of not showing up on