【酒店管理培訓(xùn)】酒店《確認(rèn)信》培訓(xùn)活動(dòng)綱要

1、.天馬行空官方博客： ；QQ:1318241189；QQ群：175569632A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:Booking Confirmation任務(wù):確認(rèn)信Code序號(hào):RM-RES-A050Objectives：At the end of this session Reservation Sales Agent will be able to confirmReservations to the party concerned in writing by letter or fax.目的:在本課程結(jié)束的時(shí)候預(yù)訂部銷(xiāo)售文員

2、將能夠向所需要的對(duì)象作傳真確認(rèn)或書(shū)信確認(rèn)。Standard ：When a booking confirmation is requested, a confirmation letter will be generated and sent to the booker within 2 hours by letter, fax or via e-mail. All booking requests made by fax must be responded to fax within 2 hours.標(biāo)準(zhǔn):當(dāng)客人確 認(rèn) 預(yù) 訂時(shí)，預(yù)訂部銷(xiāo)售文員 須在 接 到 預(yù) 訂 后 的 2小 時(shí) 之 內(nèi)

3、 以傳真，信件和Email的形式回復(fù)確 認(rèn) 。 通 過(guò) 傳 真 做 的 預(yù) 訂 必 須 在2小時(shí)內(nèi) 以 傳 真 回 復(fù) 確 認(rèn) 。Resources:Flip Chart, Handout, Computer withOprea terminal.培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶有Oprea終端的電腦。Method 培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹Lecture教學(xué)式F/C1 (P)Contents內(nèi)容Questions提問(wèn)Lecture & Explanation教學(xué)式與講解OHP(P) Demonstration展示Pract

4、ice 練習(xí) Critique評(píng)估Summary總結(jié)Delivery Handout 分發(fā)資料Show “ W.I.F.M” (Objectives)顯示課程目的Prologue: To be leading five star hotels, respond guest confirmation letter efficiently and professionally can present our hotels high quality service. 開(kāi)場(chǎng)白： 作為一個(gè)領(lǐng)先的五星級(jí)飯店，高效專(zhuān)業(yè)的為客人回復(fù)傳真能展現(xiàn)我酒店高質(zhì)量的服務(wù)。So the objectives of thi

5、s session is: (Refer to Objectives of this S&P)今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序The main content of this course will be:這節(jié)課的主要內(nèi)容是：Procedure of handling confirmation letter?；貜?fù)確認(rèn)信的標(biāo)準(zhǔn)。Who know hotels standards of responding confirmation letter?有誰(shuí)知道酒店回復(fù)確認(rèn)信的標(biāo)準(zhǔn)？All of the confirmation should be responded within 2 ho

6、urs.所有的傳真確認(rèn)需在2小時(shí)內(nèi)回復(fù)。Show steps on prepared OHP. Explain reason for each step. Ask trainees to comment and question on each step. 將所有程序的主要內(nèi)容事先寫(xiě)在準(zhǔn)備好的透明膠片上，逐步作以講解，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。Demonstrate in Oprea how to print different type of confirmation letter for the guest. Refer back to flipchart and revie

7、w / discuss each step.在有Oprea終端的電腦中向客人展示怎樣打印各種類(lèi)型的確認(rèn)信，給其講解步驟，作展示之后，回顧白板紙上的內(nèi)容，并討論每一個(gè)步驟。Each trainee practices.每一個(gè)學(xué)員作練習(xí)。According the procedure.按照程序。Review Key Points:回顧要點(diǎn)：1. Reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)：· Ensure negotiated contract rates of Travel Agent are suppressed when requesting a confirmation in Oprea 一定注意回復(fù)確認(rèn)信的時(shí)候旅行社的 價(jià)格要隱藏。· When key in the telephone No and fax No in Fidelio Tel/Fax No. Screen, it will automatically appear on the confirmation