酒店 TAO-RM-RES-D040 Guaranteed Arrival

THE ST. REGIS SHANGHAI上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Guaranteed Arrival 任务:担保预定Code序号:RM-RES-D040Objectives：At the end of this session, Reservations Sales associates will be able to handle reservations with the application of reservation guarantee effectively and efficiently.目的:在课程结束的时候， 预订部销售文应懂得在作预订时应通过向客人要求担保方式来保护酒店及客人的利益。Standard ：Every caller will be advised at the time of reservations of the hotels guaranteed policies. Reservation Sales Agents will protect the interest of both the client and the Hotel when handling and processing room reservations by demanding reservation guarantee from the client/guest.标准:每一位客 人 来 电 预 订 时 将 被 告 之 有 关 酒 店 预 订 担 保 的 规 定，.预 订 部 销 售 文 员应在作预订时通过向客人要求担保方式来保护酒店及客人的利益。 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 ChartContents内容Questions提问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Show “ W.I.F.M” (Objectives)显示课程目的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 main content of this course should be:这节课会的主要内容是：1. Guaranteed arrival handling procedure担保预定的处理程序2. Cancellation and no show policy酒店取消和预订未到的政策What is the difference between the guaranteed reservations and non guaranteed reservations？担保预订与非担保预订之间的区别：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。1. Demonstrate the Guaranteed type in the Oprea. 展示电脑中的担保类型2. 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 Reservations Sales Agent. 每一个学员先作客人，后作预订部销售文员.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预订房间， 预 订 部 销 售 文 员 向客人解释酒店的担保政策。 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 Hotels cancellation and no show policy取消政策和预订未到政策 5 Minutes2 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 40 MinutesPrinted on: 10/19/2019Page 4 of 4