《上海五星瑞吉红塔酒店培训教材—TAO-RM-RES-D020CheckingAvailability》由会员分享，可在线阅读，更多相关《上海五星瑞吉红塔酒店培训教材—TAO-RM-RES-D020CheckingAvailability（5页珍藏版）》请在金锄头文库上搜索。
1、Printed on: 7/21/2018 Page 1 of 5THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店上海瑞吉红塔大酒店 培训活动纲要培训活动纲要Task:Checking Availability 任务任务:查看可卖房Code 序号序号:RM-RES-D020Objectives:At the end of this session, Reservations Sales Agent will be understanding how to accepting room reservations according to inventory availabilit
2、y. 目的目的:在课程结束的时候，预订部销售文员应懂 得如何按照酒店的可卖房情况来销售房间。 Standard ： 1. Reservation Sales associates will accept room bookings subject to verification of room inventory and availability status. 2. Reservation Sales associates will accurately check the availability for the room type and period of stay requested
3、 by the inquirer. When number of rooms or specific room types requested are not available, the Reservation Sales associate will offer alternatives and options basing on availability to promote the booking. 标准标准: 1.预订部销售文员应在查看酒店可卖房之后与 客人确认预订。2.预订部销售文员应按照客人所要求的房间类 型及入住日期查看是否有此类型房间，当客 人所要求的房型我们已没有时，基于我
4、们的 可卖房向客人推荐其他选择，并想办法促销 房间。Resources:Flip Chart, Handout, and telephone, Computer with Oprea terminal 培训器材培训器材:白板，白板纸，培训资料，有 Oprea 终端的 电脑。Method 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间Introductio n 介绍 Lecture 教学式Prepared on Flip ChartShow “ W.I.F.M” (Objectives) 显示课程目的 Prologue: As a Reservations Sa
5、les Agent, we receive reservation everyday, why we should check availability before we confirm the rate to the guests? 开场白： 作为一名预订部销 售文员我们每天都要接预订， 为什么察看可卖房如此重要 呢？ So the objectives of this session 5 MinutesMethod 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间Contents 内容 Buzz Group 小组讨论Lecture & Explanatio
6、n 教学式与讲 解Demonstrati on 展示Practice 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: 这节课的主要内容是: The procedure of checking availability察看可卖房的程序Divided trainees into two groups to discuss the procedure of checking availability. 将小组学员分成两组讨论： 察看可卖房的程序Sh
7、ow 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2 Minutes15 Minutes3 Minutes10 Minutes5 MinutesMethod 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间练习 Critique 评估Summary 总结要不时请学员发表建议并提 问。Demonstrate how
8、to check availability using Oprea. Show each step. After demonstration. Refer back to flipchart and review / discuss each step. 用 Oprea 展示如何察看可卖 房，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. 每一个学员练习用 Oprea 察 看可卖房。 According the procedure. 按照程序。Review Key Points: 回顾要点： 1. Ask questions
9、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 Total 40 MinutesMethod 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间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： What information we should ask before checking availability?察看可卖房时我们应当 掌握那些信息。 How to handle special situation for not available room type.当所需房型没有时，怎样 处理这种情形。
