超五星级酒店人力资源培训大全33.docVIP

THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: Amendments and Cancellations 任务: 更改和取消预订 Code序号: RM-RES-D060 / RM-RES-D070 Objectives: At the end of this session, each trainee will be able to handle reservation amendments and cancellations in Oprea Concern the variable situation when handling the amendments bookings. 目的: 在课程结束的时候每个学员都应知道如何在电脑中处理更改 和取消预订，并能在取消预订的时候考虑到各种变化的情形。 Standard ： Reservation Sales agents will handle reservation amendments of guestrooms initiated by the hotel or by the party that initiated the original reservation. All reservation amendments for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned. Reservation Sales agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservation. All booking cancellations for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned. 标准: 预订部文员应懂得如何处理更改预订。所有当天或24小时以上的 更改预订应立即给予处理，并立即通知相应的部门。预订部文员 应懂得如何处理取消预订。所有当天的或24小时以上的取消预订应立即给予处理，并立即将相关信息通知相应的部门。 Resources: Flip Chart, Handout, Computer with Oprea terminal 培训器材: 白板，白板纸，培训资料，带有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 Questions 提问 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 this situation everyday. 开场白： 作为一名预订部销售文员我们每天都会遇到有关预订更改和取消的要求。 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 amendment 处理更改预订的程序 Procedure of handling cancellation 处理取消预订的程序 How to handle requirement from company can charge bac