超五星级酒店人力资源培训大全30.doc

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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-A100

Objectives： 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 Chart

Contents
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 Minutes

15 Minutes

3 Minutes

10 Minutes

5 Minutes

Total 43 Minutes

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