THE ST REGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Group Reservation
务 团队预订
Code序号 RMRESD150
Objectives At the end of this session Reservations Sales associate will be understanding the proper way in handling and processing group reservations
目 课程结束时候预 订 部 销 售 文 员 懂正确处理团队预订程序
Standard ：
1 Group reservations and tour bookings will be handled efficiently and accurately to ensure smooth operation for all concerned
2 Consideration is to be given to group room assignment to avoid unnecessary inconvenience to other guests The Shift Leader will handle all group bookings
3 Group rates will be kept confidential and not revealed to irrelevant parties
标准
1 团 体 预 定 必 须 效 正 确 处 理 保 证 酒 店 收 益 化 散 客 长 住 客 便 减 化
2 团 体 预 定 预 定 处 理
3 团 体 价 格 泄 露相关
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
Prepared on Flip Chart
(For trainer – try to do this training after Oprea knowledge training)
Show WIFM (Objectives)
显示课程目
Prologue As to Reservations Sales Agent handling group is one of the most important work
开场白： 作名预订部销售文员处理团队预订天重工作
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序）
The course should be divided into six parts
节课会分六部分讲解：
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
容
Brainstorms
集思广益
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
1 The procedure of quotation for group requirements based on availability
基卖房基础予团队报价程序
2 The group handling procedure when booking is accepted
预订接受时团队处理程序
3 Preparation before group arrival
团队前准备工作报告
4 Large group handling procedure
团处理程序
5 Distribution Procedure
团队通知程序
6 Late amendments handling procedure
日更改处理程序
What kind of information we need to get when making a group booking
客作团队预订时需问什样信息
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
Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Group booking from CITS from Dec121512 peoples 1 tour guide
中国国际旅行社团队12月1215日121全陪
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：
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
l The group handling procedure when booking is accepted
预订接受时团队处理程序
l Preparation before group arrival
团队前准备工作报告
l Large group handling procedure
团处理程序
* Opreapractice will be done in the Oprea knowledge training*
Total 40 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Group Reservation
务 团队预订
Code序号 RMRESD150
Objectives At the end of this session Reservations Sales associate will be understanding the proper way in handling and processing group reservations
目 课程结束时候预 订 部 销 售 文 员 懂正确处理团队预订程序
Standard ：
1 Group reservations and tour bookings will be handled efficiently and accurately to ensure smooth operation for all concerned
2 Consideration is to be given to group room assignment to avoid unnecessary inconvenience to other guests The Shift Leader will handle all group bookings
3 Group rates will be kept confidential and not revealed to irrelevant parties
标准
1 团 体 预 定 必 须 效 正 确 处 理 保 证 酒 店 收 益 化 散 客 长 住 客 便 减 化
2 团 体 预 定 预 定 处 理
3 团 体 价 格 泄 露相关
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
Prepared on Flip Chart
(For trainer – try to do this training after Oprea knowledge training)
Show WIFM (Objectives)
显示课程目
Prologue As to Reservations Sales Agent handling group is one of the most important work
开场白： 作名预订部销售文员处理团队预订天重工作
So the objectives of this session is …(Refer to Objectives of this TAO)
天堂课目：（参考标准程序）
The course should be divided into six parts
节课会分六部分讲解：
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
容
Brainstorms
集思广益
Lecture & Explanation
教学式讲解
Demonstration
展示
Practice Role Play
练 – 角色扮演
Critique
评估
Summary
总结
1 The procedure of quotation for group requirements based on availability
基卖房基础予团队报价程序
2 The group handling procedure when booking is accepted
预订接受时团队处理程序
3 Preparation before group arrival
团队前准备工作报告
4 Large group handling procedure
团处理程序
5 Distribution Procedure
团队通知程序
6 Late amendments handling procedure
日更改处理程序
What kind of information we need to get when making a group booking
客作团队预订时需问什样信息
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
Ask participant to be a guest Show each step After demonstration Refer back to flipchart and review discuss each step
请参者客讲解步骤作展示回顾白板纸容讨步骤
Each trainee practices first as guest then as Reservation Sales Agent
学员先作客作预订部销售文员
Case Example 案例：
Group booking from CITS from Dec121512 peoples 1 tour guide
中国国际旅行社团队12月1215日121全陪
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：
2 Minutes
15 Minutes
3 Minutes
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
l The group handling procedure when booking is accepted
预订接受时团队处理程序
l Preparation before group arrival
团队前准备工作报告
l Large group handling procedure
团处理程序
* Opreapractice will be done in the Oprea knowledge training*
Total 40 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
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
