超五星级酒店人力资源培训大全30.doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-THE ST. REGIS SHANGHAI上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:Guest Name任务:客人名字Code序号:RM-RES-A100Objectives：At the end of this session, Reservations Sales associates will be able know the proper way in recording the names of guests accurately to avoid confusion and error that would inconvenience clients.目的:在课程结束的时候预 订 部 销 售 文 员应懂得如何在电脑中记录客人的名字以避免因为找不到预订而给客人造成不必要的麻烦。 Standard ：A standard format will be used for entering reservation names into Oprea to avoid duplicate bookings that creates confusion and delay at check-in. By using the correct terminology and format, delays in locating the booking for amendment will be reduced.s 标准:为避免重复预订在客人登记入住造成不便，可减少寻找预订的时间，要使用标准格式输入客人姓 名。 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Prologue: Sometimes we often make unnecessary trouble for the wrongly name record in computer.开场白： 我们经常会由于名字输入不正确而造成不必要的麻烦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 on recording guest name correctly记录客人名字的正确程序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。Demonstrate how to record guest name in Oprea in Computer.展示如何在电脑中正确记录客人的名字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 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：Ask for guest name怎样问客人名字According the procedure.按照程序。Practice how to record guest name correctly in computer练习如何在电脑中正确记录客人的名字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 The function of language code.语言密码的用处l Procedure on how to record guest name记录客人名字的程序 5 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 43 Minutes-精品 文档-