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THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
培训活动纲要
Task: Checking Availability
任务: 查看可卖房
Code序号: RM-RES-D020
Objectives: At the end of this session, Reservations Sales Agent will be understanding how to accepting room reservations according to inventory availability.
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 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:
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: 白板，白板纸，培训资料，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 Chart
Contents
内容
Buzz Group
小组讨论
Lecture & Explanation
教学式与讲解
Demonstration
展示
Practice
练习
Critique
评估
Summary
总结
Show “ W.I.F.M” (Objectives)
显示课程目的
Prologue: As a Reservations Sales 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 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
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 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 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：
· 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。
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Total 40 Minutes
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Taking Reservation / Same day Reservations
任务: 作预订/ 当天预订
Objectives： At the end of this session reservations sales agent will be knowing how to
handle daily reservation in correct way.
目的: 在课程结束的时候预订部销售文员应懂得如何以正确的方式处理
每天的预订。
Standard ： All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.
标准: 以谦和，友好的态度接受所有预订，并准确无误地记录。专业地回答
客人提 出的酒店及房间设施问题。提供客人以帮助，满足客人需要。
Resources: Flip Chart, Handout, Computer with GEAC terminal
培训器材: 白板，白板纸，培训资料，带GEAC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 Chart
Contents
内容
Buzz Group
小组讨论
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: As a Reservations Sales Agent making reservation is our main working.
开场白： 作为一名预订部销售文员处理预订是我们每天主要的工作。
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 course should be divided into three parts:
这节课会分为三个部分来讲解：
1. Phone Reservation
电 话 预 定
2. Fax / Letter Reservation
预 定 传 真 / 预 定 信
3. Same day reservation
同 天 预 定
Divided the trainee into two groups, discuss the procedure of handling reservation.
将小组成员分成两组讨论处理预订的基本程序。
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。
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：
A normal reservation(Points: try to cover every step)
一个普通的预订(要点：尝试涵盖所有步骤)
According the 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：
· Fax response must be actioned within 2 hours.
传真的回复必须在2小时之内完成。
· Same day booking must be actioned immediately and inform Front Office at the same time.
当天预订应立即完成并立即通知前台。
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Total 40 Minutes
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-D040
Objectives： 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 hotel’s 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 Chart
Contents
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 Hotel’s cancellation and no show policy
取消政策和预订未到政策
5 Minutes
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Total 40 Minutes
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: No Show
任务: 预订未到
Code序号: RM-RES-D050
Objectives： At the end of this session Reservations Sales associates will be able to know the proper procedure in applying no-show charges to guests or party responsible for the reservation in the event of not showing up on the day of arrival as booked
目的: 在课程结束的时候预订部销售文员应懂得在客人预订未到的情况
下，如何收取客人预订未到费用。
Standard ：
1. One night’s accommodation charge at the rate confirmed, including service charge and tax will be charged to the guaranteed booking that does not arrive on the specified date.
2. All reservation details will be thoroughly checked before applying a no-show charge. The Director of Sales & Marketing will authorize no-show charges.
标准:
1. 按 照 预 订 标 准 的 一 个 晚 上 的 住 宿 费 用 ， 包 括 服 务 费 和 税 费， 将 被 当 作 如 不 在 指 定 日 期 到 达 的 预 订 保 证 金 。
2. 在 计 算 预 订 却 未 到 的 费 用 前 ， 应 彻 底 检 查 所 有 的 预 订 细 节。 所 有 的 无 住 宿 费 用 将 首 先 由 销 售 总 监 审 定 。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板，白板纸，培训资料，带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 Chart
Contents
内容
Lecture & Explanation
教学式与讲解
Summary
总结
Show “ W.I.F.M” (Objectives)
显示课程目的
Prologue: For sure every day we will meet the situation of no show, how we handle it is a little bit confused things for lots of person
开场白：
每天我们都有客人预订未到，怎样处理这件事情是比较让人困惑的事情。
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 handling no show
处理预订未到客人的程序
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。
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 charge no show
预订未到收费的程序
· Procedure of handling no show from top accounts
如果预订未到隶属于酒店的大客户，我们应
怎样处理
5 Minutes
15 Minutes
5 Minutes
Total 25 Minutes
Task: Amendments and Cancellations
任务: 更改和取消预订
Code序号: RM-RES-D060 / RM-RES-D070
Objectives: At the end of this session, each trainee will be able to handle reservation amendments and cancellations in Oprea Concern the variable situation when handling the amendments bookings.
目的: 在课程结束的时候每个学员都应知道如何在电脑中处理更改
和取消预订，并能在取消预订的时候考虑到各种变化的情形。
Standard ： Reservation Sales agents will handle reservation amendments of guestrooms initiated by the hotel or by the party that initiated the original reservation. All reservation amendments for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.
Reservation Sales agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservation. All booking cancellations for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.
标准: 预订部文员应懂得如何处理更改预订。所有当天或24小时以上的
更改预订应立即给予处理，并立即通知相应的部门。预订部文员
应懂得如何处理取消预订。所有当天的或24小时以上的取消预订应立即给予处理，并立即将相关信息通知相应的部门。
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 Chart
Contents
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
Prologue: As a Reservations Sales Agent, we will meet this situation everyday.
开场白： 作为一名预订部销售文员我们每天都会遇到有关预订更改和取消的要求。
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 course should be divided into three parts:
这节课会分为三个部分来讲解：
1. Procedure of handling amendment
处理更改预订的程序
2. Procedure of handling cancellation
处理取消预订的程序
3. How to handle requirement from company can charge back
处理来自可挂帐公司的要求
Who knows how guest amend and cancel booking?
谁知道客人用那些方式进行更改和取消预订。
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 in Oprea how to cancel and amend booking
在电脑中展示如何更改和取消预订
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。
1. Each trainee practice in the Oprea
每一个学员在电脑中练习
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：
Guest amend a booking with transportation requirement and restaurant booking.
(Key point: check availability , double check guest’s transportation and restaurant requirement and do respect amendment)
一位客人打电话来更改一个带接机和餐厅预订的订房
要点：查看可卖房
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