THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Special Requests & Trace Function
务 特殊求踪服务
Code序号 RMRESD130
Objectives： At the end of this session reservations sales agent will know how to handle the special requests and trace function
目 课程结束时候预订部销售文员应懂处理特殊求踪
服务
Standard ： All guest requests will be entered accurately at the time of the reservation to ensure a smooth communication to the necessary departments Reservations will follow up traces for reservations on the associated dates
标准 预 定 时 客 求 正 确 记 录 确 保 相应 信 息 传 需 部 门 相应 日期预 定 部 踪 预 定 实 行
Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea终端电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we will meet the situation of require special request
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Prepared on Flip Chart
Contents
容
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
开场白： 作名预订部销售文员会遇特殊求预订
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The main course of this session should be
节课容：
· Procedure of handling special requests and trace function
处理特殊求程序踪服务程序
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问
Demonstrate in Oprea how to set up special request code in reservation screen and guest profile and how to set up trace Show each step After demonstration Refer back to flipchart and review discuss each step
Oprea中展示设置特殊求密码设置踪留言讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
总结
学员作练
According the procedure
程序
Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
· Set up special request code in the Oprea
Oprea 中设置特殊求密码
· Set up trace in the Oprea
电脑中设置留言
Total 38 Minutes
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Special Requests & Trace Function
务 特殊求踪服务
Code序号 RMRESD130
Objectives： At the end of this session reservations sales agent will know how to handle the special requests and trace function
目 课程结束时候预订部销售文员应懂处理特殊求踪
服务
Standard ： All guest requests will be entered accurately at the time of the reservation to ensure a smooth communication to the necessary departments Reservations will follow up traces for reservations on the associated dates
标准 预 定 时 客 求 正 确 记 录 确 保 相应 信 息 传 需 部 门 相应 日期预 定 部 踪 预 定 实 行
Resources Flip Chart Handout Computer with Oprea terminal
培训器材 白板白板纸培训资料带Oprea终端电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Show WIFM (Objectives)
显示课程目
Prologue As a Reservations Sales Agent we will meet the situation of require special request
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Prepared on Flip Chart
Contents
容
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
开场白： 作名预订部销售文员会遇特殊求预订
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序〕
The main course of this session should be
节课容：
· Procedure of handling special requests and trace function
处理特殊求程序踪服务程序
Show steps on prepared flipchart Explain reason for each step Ask trainees to comment and question on each step
程序容事先写准备白板纸逐步作讲解讲解程中时请学员发表建议提问
Demonstrate in Oprea how to set up special request code in reservation screen and guest profile and how to set up trace Show each step After demonstration Refer back to flipchart and review discuss each step
Oprea中展示设置特殊求密码设置踪留言讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
总结
学员作练
According the procedure
程序
Review Key Points
回顾点：
1 Ask questions and have participant explain the standard and its importance
提问请参者解释标准重性
2 Summarize critique points applicable to entire group
总结评估程中整组点
3 Reinforce and discuss the point
加强讨点：
· Set up special request code in the Oprea
Oprea 中设置特殊求密码
· Set up trace in the Oprea
电脑中设置留言
Total 38 Minutes
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
