【正文】 處理貴賓預訂的程序。5 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 38 MinutesTask: Airport Transfer amp。 Limousine Booking任務: 接送機和租用車服務 Code序號: RMRESD120Objectives: 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 in an accurate and efficient way.目的: 在課程結束的時候預 訂 部 銷 售 文 員 非常了解酒店的接送機和租用車服務，確并能準確有效的銷售和提供這項服務。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 recorded accurately, If have special situation, we can trace message set 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 of the prices and options available for airport transfers and limousine service.3. . will be exercised at all times.標準: 預訂部文員應將酒店的交通安排作為酒店的一項服務提供給客人及?？?. 關于抵離航班日期/時間應準確記錄，如有特殊情況，可在電腦Options 中給行李部留跟蹤報表， 任何關于交通安排的當天的預訂，更改和特殊要求要在結束與客人的電話后立即通知行李部。2. 應準確的通知客人價格和可選擇的方法。3. 應在整個過程中隨時應用。Resources: Flip Chart, Handout, Computer with Oprea terminal 培訓器材: 白板，白板紙，培訓資料，帶有Oprea 端的電腦Method 培訓方式Training Steps培訓步驟Time時間Introduction介紹Lecture教學式Prepared on Flip ChartContents內容Brainstorm 集思廣益Lecture amp。 Explanation教學式與講解Demonstration展示Practice Role Play練習 – 角色扮演Critique評估Summary總結Show “ ” (Objectives)顯示課程目的Prologue: As a Reservations Sales Agent, we should know transportation also is another incremental revenue for the hotel, we have responsibility to promote and offer this service.開場白： 作為一名預訂部銷售文員我們應懂得交通服務同樣是酒店另一項可增加的服務。我們應當抓住一切機會去促銷和提供這項服務。So the objectives of this session is: …(Refer to Objectives of this TAO)今天這堂課的目的是：（參考標準與程序〕The course should be divided into five parts:這節(jié)課會分為五個部分來講解：1. Hotel information about transportation.酒店關于接送機和租用車服務的知識2. Procedure of handling transportation.處理接送機和租用車服務的程序3. Same day requirements.當天的有關接送機和租用車服務的要求4. Amendment and cancellation更改和取消5. Whole day and half day rental全天和半天租用服務What kind information we should get from a guest when guest need Airport Transfer amp。 Limousine Booking service?當客人需要接送機和租用車服務的時候我們需要詢問哪一些問題。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容事先寫在準備好的白板紙上，逐步作以講解，在講解過程中要不時請學員發(fā)表建議并提問。Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.請參與者為客人，給其講解步驟，作展示之后，回顧白板紙上的內容，并討論每一個步驟。Each trainee practices first as guest, then as Reservation Sales Agent. 每一個學員先作客人，后作預訂部銷售文員.Case Example 案例：Same day airport pick up service cancellation (Key point: inform concierge immediately and delete appropriate information in the Oprea)一個當天的接機要求取消。（要點：立即通知行李部，取消電腦中相應位置的信息）According the procedure.按照程序。Review Key Points:回顧要點：1. Ask questions and have participant explain the standard and its importance. 提問并請參與者解釋標準及其重要性2. Summarize critique points applicable to entire group 總結評估過程中對整組有用的要點3. Reinforce and discuss the point: 加強并討論以下要點：l The procedure of handling airport transfer amp。 Limousine booking處理接送機和租用車服務的程序l About same day booking what should we pay attention關于當天接送機和租用車服務我們應注意些什 么l About amendment and cancellation booking what should we pay attention關于更改和取消接送機和租用車服務我們應注意什么5 Minutes2 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 40 Minutes44 /