超五星級(jí)酒店培訓(xùn)大全上海瑞吉36-資料下載頁(yè)
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【正文】 處理貴賓預(yù)訂的程序。5 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 38 MinutesTask: Airport Transfer amp。 Limousine Booking任務(wù): 接送機(jī)和租用車(chē)服務(wù) Code序號(hào): 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(jié)束的時(shí)候預(yù) 訂 部 銷(xiāo) 售 文 員 非常了解酒店的接送機(jī)和租用車(chē)服務(wù)，確并能準(zhǔn)確有效的銷(xiāo)售和提供這項(xiàng)服務(wù)。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(biāo)準(zhǔn): 預(yù)訂部文員應(yīng)將酒店的交通安排作為酒店的一項(xiàng)服務(wù)提供給客人及?？?. 關(guān)于抵離航班日期/時(shí)間應(yīng)準(zhǔn)確記錄，如有特殊情況，可在電腦Options 中給行李部留跟蹤報(bào)表， 任何關(guān)于交通安排的當(dāng)天的預(yù)訂，更改和特殊要求要在結(jié)束與客人的電話(huà)后立即通知行李部。2. 應(yīng)準(zhǔn)確的通知客人價(jià)格和可選擇的方法。3. 應(yīng)在整個(gè)過(guò)程中隨時(shí)應(yīng)用。Resources: Flip Chart, Handout, Computer with Oprea terminal 培訓(xùn)器材: 白板，白板紙，培訓(xùn)資料，帶有Oprea 端的電腦Method 培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹Lecture教學(xué)式Prepared on Flip ChartContents內(nèi)容Brainstorm 集思廣益Lecture amp。 Explanation教學(xué)式與講解Demonstration展示Practice Role Play練習(xí) – 角色扮演Critique評(píng)估Summary總結(jié)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(kāi)場(chǎng)白： 作為一名預(yù)訂部銷(xiāo)售文員我們應(yīng)懂得交通服務(wù)同樣是酒店另一項(xiàng)可增加的服務(wù)。我們應(yīng)當(dāng)抓住一切機(jī)會(huì)去促銷(xiāo)和提供這項(xiàng)服務(wù)。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 course should be divided into five parts:這節(jié)課會(huì)分為五個(gè)部分來(lái)講解：1. Hotel information about transportation.酒店關(guān)于接送機(jī)和租用車(chē)服務(wù)的知識(shí)2. Procedure of handling transportation.處理接送機(jī)和租用車(chē)服務(wù)的程序3. Same day requirements.當(dāng)天的有關(guān)接送機(jī)和租用車(chē)服務(wù)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(wù)What kind information we should get from a guest when guest need Airport Transfer amp。 Limousine Booking service?當(dāng)客人需要接送機(jī)和租用車(chē)服務(wù)的時(shí)候我們需要詢(xún)問(wèn)哪一些問(wèn)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(nèi)容事先寫(xiě)在準(zhǔn)備好的白板紙上，逐步作以講解，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.請(qǐng)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(nèi)容，并討論每一個(gè)步驟。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(xiāo)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(gè)當(dāng)天的接機(jī)要求取消。（要點(diǎn)：立即通知行李部，取消電腦中相應(yīng)位置的信息）According the procedure.按照程序。Review Key Points:回顧要點(diǎn)：1. Ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性2. Summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn)3. Reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)：l The procedure of handling airport transfer amp。 Limousine booking處理接送機(jī)和租用車(chē)服務(wù)的程序l About same day booking what should we pay attention關(guān)于當(dāng)天接送機(jī)和租用車(chē)服務(wù)我們應(yīng)注意些什 么l About amendment and cancellation booking what should we pay attention關(guān)于更改和取消接送機(jī)和租用車(chē)服務(wù)我們應(yīng)注意什么5 Minutes2 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 40 Minutes44 /
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