酒店《下班程序／早班程序》培訓(xùn)活動(dòng)綱要

1、A HOTEL XXX 大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:End of Shift Procedures/ Morning Shift Procedure任務(wù) :下班程序/ 早班程序Code 序號(hào) : 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(jié)束的時(shí)候，預(yù)訂部銷售文員應(yīng)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(biāo)準(zhǔn) :所有預(yù)訂部銷售文員上早班時(shí)要確保在早上 8：30 之前將所有所需報(bào)表打印完畢， 并及時(shí)處理當(dāng)日預(yù)訂和跟蹤報(bào)表。 預(yù)訂部銷售文員有責(zé)任在下班前將所有工作已完成。 將當(dāng)日與以后抵達(dá)的預(yù)訂輸入 Oprea 中。Resou

4、rces: Flip Chart and Handout, Computer with Oprea terminal培訓(xùn)器材 :白板，白板紙和培訓(xùn)資料，帶有Oprea終端的電腦MethodTraining StepsTime培訓(xùn)方式培訓(xùn)步驟時(shí)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(xué)式present our professional style and efficiency,weshould have same

5、 procedure to follow up.開場(chǎng)白： 作為一名預(yù)訂部銷售文員我們?cè)鯓诱故疚覀兊膶I(yè)風(fēng)范和高效率，我們應(yīng)該有統(tǒng)一的標(biāo)準(zhǔn)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(biāo)準(zhǔn)與程序The course should be divided into Two parts:這節(jié)課會(huì)分為二個(gè)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(nèi)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(xué)式與講解OHP(P)Let everybody have chance to speak.讓每人都有講話的機(jī)會(huì)Test測(cè)驗(yàn)將所有程序的主要內(nèi)容事先寫在準(zhǔn)備好的透明膠片上，逐步作以講解，在講解過程中要不時(shí)請(qǐng)學(xué)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(yù)訂未到和跟蹤報(bào)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(xùn)方式培訓(xùn)步驟時(shí)間晚班要在下班前將所有與前臺(tái)有關(guān)的資料送至前臺(tái)SummaryReview Key Points:總結(jié)回顧要點(diǎn)：Reinforce and discuss the point:加強(qiáng)并討論以下要點(diǎn)：No show / trace report check for morning shift.早班要察看預(yù)訂未到和跟蹤報(bào)