(优品)超五星级酒店培训大全上海瑞吉(品质)

超五星级酒店培训大全上

海瑞吉

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。

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

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

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

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。

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

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：

Hotel’s cancellation and no show policy