酒店《下班程序／早班程序》培訓活動綱要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓活動綱要Task:End of Shift Procedures/ Morning Shift Procedure任務 :下班程序/ 早班程序Code 序號 : RM-RES-A010 / RM-RES-A020Objectives： At the end of this session, Reservation Sales associates will be able to ensure proper procedures will be followed during the end of each sh

2、ift and morning shift目的 :在課程結束的時候，預訂部銷售文員應清除的知道上班，下班正確的程序Standard ： Reservation Sales associateswill be responsible to ensure all reports are prepared by 8:30am and all same day booking/trace are processed at the beginning of shift.Reservation Sales associates will complete all his/her daily duties

3、and tasks before the end of each shift. All reservations received during the day and all expected arrivals for the following day should be properly processed in Oprea before the shift ends.標準 :所有預訂部銷售文員上早班時要確保在早上 8：30 之前將所有所需報表打印完畢， 并及時處理當日預訂和跟蹤報表。 預訂部銷售文員有責任在下班前將所有工作已完成。 將當日與以后抵達的預訂輸入 Oprea 中。Resou

4、rces: Flip Chart and Handout, Computer with Oprea terminal培訓器材 :白板，白板紙和培訓資料，帶有Oprea終端的電腦MethodTraining StepsTime培訓方式培訓步驟時間IntroductionShow “ W.I.F.M ” (Objectives)5 Minutes介紹顯示課程目的LecturePrologue: As a Reservations Sales Agent how to教學式present our professional style and efficiency,weshould have same

5、 procedure to follow up.開場白： 作為一名預訂部銷售文員我們怎樣展示我們的專業(yè)風范和高效率，我們應該有統(tǒng)一的標準遵循。F/P1 (P)So the objectives of this session is:(RefertoObjectives of this S&P)今天這堂課的目的是： （參考標準與程序The course should be divided into Two parts:這節(jié)課會分為二個部分來講解：The end of shift procedure下班的程序The morning shift procedure早班的程序Contents內容Lec

6、tureShow steps on prepared OHP. Explain reason for each 15 Minutes step. Ask trainees to comment and question on each& step.Explanation教學式與講解OHP(P)Let everybody have chance to speak.讓每人都有講話的機會Test測驗將所有程序的主要內容事先寫在準備好的透明膠片上，逐步作以講解，在講解過程中要不時請學員發(fā)表建議并提問。5 MinutesWhat the main job in morning shift?早班的主要工作

7、是什么？No show / trace report check for morning shift.早班要察看預訂未到和跟蹤報表What the main job in end shift?晚班的主要工作是什么？Pass correspondence to Front office in end shift .MethodTraining StepsTime培訓方式培訓步驟時間晚班要在下班前將所有與前臺有關的資料送至前臺SummaryReview Key Points:總結回顧要點：Reinforce and discuss the point:加強并討論以下要點：No show / trace report check for morning shift.早班要察看預訂未到和跟蹤報