接送机和租用车服务培训纲要.docx

TRAINING ACTIVITY OUTLINE
培训活动纲要

Task: Airport Transfer & Limousine Booking
任务: 接送机和租用车服务

Code序号: RM-RES-D120

Objectives: At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer transportation service in an accurate and efficient way.
目的: 在课程结束的时候预 订 部 销 售 文 员 非常了解酒店的接送机和租用车
服务，确并能准确有效的销售和提供这项服务。

Standard ： Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons.
1. Information regarding guest flight arrival/departure time will be recorded accurately, If have special situation, we can trace message set up (-option) to the Concierge department, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest.
2. Guests will be accurately advised of the prices and options available for airport transfers and limousine service.
3. S.T.A.R. will be exercised at all times.
标准: 预订部文员应将酒店的交通安排作为酒店的一项服务提供给客
人及常客
1. 关于抵离航班日期/时间应准确记录，如有特殊情况，可在电脑Options 中给行李部留跟踪报表， 任何关于交通安排的当天的预订，更改和特殊要求要在结束与客人的电话后立即通知行李部。
2. 应准确的通知客人价格和可选择的方法。
3. S.T.A.R 应在整个过程中随时应用。

Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板，白板纸，培训资料，带有Oprea 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
Brainstorm
集思广益

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 should know transportation also is another incremental revenue for the hotel, we have responsibility to promote and offer this service.
开场白： 作为一名预订部销售文员我们应懂得交通服务同样是酒店另一项可增加的服务。我们应当抓住一切机会去促销和提供这项服务。
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 course should be divided into five parts:
这节课会分为五个部分来讲解：
1. Hotel information about transportation.
酒店关于接送机和租用车服务的知识
2. Procedure of handling transportation.
处理接送机和租用车服务的程序
3. Same day requirements.
当天的有关接送机和租用车服务的要求
4. Amendment and cancellation
更改和取消
5. Whole day and half day rental
全天和半天租用服务

What kind information we should get from a guest when guest need Airport Transfer & Limousine Booking service?
当客人需要接送机和租用车服务的时候我们需要询问哪一些问题。

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：
Same day airport pick up service cancellation
(Key point: inform concierge immediately and delete appropriate information in the Oprea)
一个当天的接机要求取消。
（要点：立即通知行李部，取消电脑中相应位置的信息）
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：
l The procedure of handling airport transfer & Limousine booking
处理接送机和租用车服务的程序
l About same day booking what should we pay attention
关于当天接送机和租用车服务我们应注意些什
么
l About amendment and cancellation booking what should we pay attention
关于更改和取消接送机和租用车服务我们应注意什么

5 Minutes

2 Minutes

15 Minutes

3 Minutes

10 Minutes

5 Minutes

Total 40 Minutes