超五星级酒店人资源培训大全35.docVIP

THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Airport Transfer Limousine Booking 任务: 接送机和租用车服务 Code序号: RM-RES-D120 Objectives: At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer transportation service in an accurate and efficient way. 目的: 在课程结束的时候预 订 部 销 售 文 员 非常了解酒店的接送机和租用车 服务，确并能准确有效的销售和提供这项服务。 Standard ： Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons. Information regarding guest flight arrival/departure time will be recorded accurately, If have special situation, we can trace message set up -option to the Concierge department, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest. Guests will be accurately advised of the prices and options available for airport transfers and limousine service. S.T.A.R. will be exercised at all times. 标准: 预订部文员应将酒店的交通安排作为酒店的一项服务提供给客 人及常客 关于抵离航班日期/时间应准确记录，如有特殊情况，可在电脑Options 中给行李部留跟踪报表， 任何关于交通安排的当天的预订，更改和特殊要求要在结束与客人的电话后立即通知行李部。 应准确的通知客人价格和可选择的方法。 S.T.A.R 应在整个过程中随时应用。 Resources: Flip Chart, Handout, Computer with Oprea terminal 培训器材: 白板，白板纸，培训资料，带有Oprea 端的电脑 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 Brainstorm 集思广益 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 Prologue: As a Reservations Sales Agent, we should know transportation also is another incremental revenue for the hotel, we have responsibility to promote and offer this service. 开场白： 作为一名预订部销售文员我们应懂得交通服务同样是酒店另一项可增加的服务。我们应当抓住一切机会去促销和提供这项服务。 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 course should be divided into five parts: 这节课会分为五个部分来讲解： Hotel information abo