TAO-RM-RES-D170 Overbooking.doc

THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Overbooking 任务: 超额预订 Code序号: RM-RES-D170 Objectives： At the end of these session Reservations Sales associates will be able to maximize room inventory to meet with demand by accepting reservations beyond the Hotel’s capacity given the calculated factors of no-show and late cancellations. 目的: 在课程结束的时候预订部销售文员将能够根据历史数据通过超 卖房间来使酒店获得最大收益。 Standard ：the Hotel accepts bookings where total number of room reserved exceeds the total inventory to allow no-shows, late cancellation and unexpected early departures The permissible number of rooms to allow overbooking will be dependant on historical factors in no-shows, late cancellation and unexpected early departures. This guideline will be determined jointly by the Front Office Manager and the Reservation Sales Manager. Only Shift Leaders are permitted to override the reservation system to overbook with prior approval from the Reservation Sales Manager.es 标准: Resources: Flip Chart, Handout, Computer with Oprea terminal 培训器材: 白板，白板纸，培训资料，带Oprea终端的电脑 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 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 will meet the situation of overbooking, how can we handle this situation? 开场白： 作为一名预订部销售文员我们有时会遇到超卖房的情形，我们应当怎样处理呢？ 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 three parts: 这节课会分为三个部分来讲解： Procedure of handling overbooking 处理超额预订的程序 Room type which can’t be overbooked 哪些房间不能超卖 If further overbooking is not permissible offer alternatives 如果超额预订已经到了不再允许的地步， 为客人提供其他选择 Show steps on prepared flipchart. Explain reason for each step. Ask trainees to c