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1、Printed on: 7/21/2018 Page 1 of 2THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要培训活动纲要Task:Taking Message 任务任务:电话留言Code 序号序号:RM-RES-A090Objectives： At the end of this session reservations sales agent will be knowing the procedure of taking message. 目的目的:在课程结束的时候预订部销售文员应懂得电
2、话留言的程序。Standard ： In all situations that a caller is unable to have their call connected to his/ her requested destination, Reservation Sales Agent will offer to take a message. All messages will be recorded accurately and delivered within 10 minutes. 标准标准:如来电所找的人不在时，预订部销售文员应准确无误记录来电内 容，并在 10 分钟内将留言
3、单交给相关人员。Resources:Flip Chart, Handout and computer with Oprea terminal. 培训器材培训器材:白板，白板纸，培训资料和有 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Introduction 介绍 Lecture 教学式Prepared on Flip ChartContents 内容 Brainstorms 集思广益Show “ W.I.F.M” (Objectives) 显示课程目的 Prologue: As a Reservations Sales
4、 Agent sometimes we need provide taking message service for the guest. 开场白： 作为一名预订部销售文员我们有时需要向 客人提供留言服务。 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:这节课的主要内容是： Procedure of taking message.留言的程序。What information
5、we should record when we taking message?5 Minutes2 MinutesMethod 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间Lecture & Explanation 教学式与讲解Demonstration 展示Practice - Role Play 练习 角色扮演Critique 评估Summary 总结我们留言时应记录那些内容？Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment a
6、nd 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 in Oprea how to leave message在 Oprea 中展示如何留言。 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
7、步骤。1.Each trainee practice.每个学员练习。 2.Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员. Case Example 案例案例： A guest call to an in house guest who is not in the room at the moment, taking message for the guest. 一位客人打电话給一位住店客，但这个客人目前不在 房间，帮助客人留言。 According the
8、procedure. 按照程序。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： Procedure of taking message.留言的程序。15 Minutes3 Minutes10 Minutes5 MinutesTotal 40 Minutes
