超五星级酒店人力资源培训大全28.docVIP

THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Processing Busy Line 任务: 电话占线的处理程序 Code序号: RM-RES-A080 Objectives： At the end of this session reservation sales agent will know the procedure of processing busy line. 目的: 在课程结束的时候预订部销售文员应懂得处理占线电话的程序。 Standard ： extension is engaged or busy, the Reservation Sales Agent will advise the caller accordingly. The caller will always be offered the options of waiting for the extension to become available or leaving a message. 标准: Resources: Flip Chart, Handout Telephone. 培训器材: 白板，白板纸，培训资料，电话。 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 Contents 内容 Lecture Explanation 教学式与讲解 Demonstration 展示 Practice - Role Play 练习 – 角色扮演 Critique 评估 Summary 总结 Show “ W.I.F.M” (Objectives) 显示课程目的 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： Procedure of processing busy line. 处理占线电话的程序。 Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。 Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step. 请参与者为客人，给其讲解步骤，作展示之后， 回顾白板纸上的内容，并讨论每一个步骤。 Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员. Case Example 案例： A guest call to an in house guest who is in the room at the moment, but when you transfer telephone, you find the line is busy. 一位客人打电话給一位住店客，但这部电话占线。 According the procedure. 按照程序。 Review Key Points: 回顾要点： 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 Summarize critique points applicable to entire group 总结评估过程中对整组有用的要点 Reinforce and discuss the point: 加强并讨论以下要点： Procedure of processing busy line. 处理占线电话的程序。 5 Minutes 15 Minutes 3 Minutes 10 Minutes 5 Minut