【服务管理】下班程序、早班程序培训纲要.pdfVIP

【服务管理】下班程序、早班程 序培训纲要 TRAINING ACTIVITY OUTLINE 培训活动纲要 Task: End of Shift Procedures / Morning Shift Procedure 任务 : 下班程序 / 早班程序 Code 序号 : RM-RES-A010 / RM-RES-A020 Objectives ： At the end of this session, Reservation Sales associates will be able to ensure proper procedures will be followed during the end of each shift and morning shift 目的: 在课程结束的时候，预订部销售文员应清除的知道上班，下班 正确的程序 Standard ： Reservation Sales associates will be responsible to ensure all reports are prepared by 8:30am and all same day booking/trace are processed at the beginning of shift. Reservation Sales associates will complete all his/her daily duties and tasks before the end of each shift. All reservations received during the day and all expected arrivals for the following day should be properly processed in Oprea before the shift ends. 标准 : 所有预订部销售文员上早班时要确保在早上 8：30 之前将所有所需 报表打印完毕，并及时处理当日预订和跟踪报表。预订部销售文员有 责任在下班前将所有工作已完成。将当日与以后抵达的预订输入 Oprea 中。 Resources: Flip Chart and Handout, Computer with Oprea terminal 培训器材 : 白板，白板纸和培训资料，带有 Oprea 终端的电脑 Method Training Steps Time 培训方式 培训步骤 时间 Introduction Show “ W.I.F.M ” (Objectives) 5 Minutes 介绍 显示课程目的 Lecture Prologue: As a Reservations Sales Agent how to 教学式 present our professional style and efficiency, we should have same procedure to follow up. 开场白： 作为一名预订部销售文员我们怎样展示我们 的专业风范和高效率，我们应该有统一的标准遵循。 So the objectives of this session is: …(Refer t