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1、天馬行空官方博客： ://t.qq /tmxk_docin；QQ:1318241189；QQ群：175569632 A HOTEL XXX大酒店 TRAINING ACTIVITY OUTLINE 培訓(xùn)活動(dòng)綱要 Task: Product Knowledge 任務(wù): 酒店設(shè)施 Code序號(hào): RM-RES-P060 Objectives：At the end of this session Reservation Sales associates will have the ability to introduce the Hotel and its facil

2、ities descriptively to telephone inquiries. 目的: 在課程結(jié)束的時(shí)候預(yù)訂部銷售文員應(yīng)能夠向詢問(wèn)者介紹有關(guān)酒店 設(shè)施和服務(wù)的信息。 Standard ：Reservation Sales associates will promote the Hotel and its facilities by introducing the Hotel and its facilities over the telephone and professionally describe hotel facilities to telephone inquire

3、s. 標(biāo)準(zhǔn): 預(yù)訂部銷售文員須在接到關(guān)于酒店設(shè)施的咨詢時(shí)能夠?qū)I(yè)的描述酒 店設(shè)施。 Resources: Flip Chart, Handout, Computer with Oprea terminal 培訓(xùn)器材:白板，白板紙，培訓(xùn)資料，帶Oprea終端的電腦 Method 培訓(xùn)方式 Training Steps 培訓(xùn)步驟 Time 時(shí)間 Introduction 介紹 Lecture 教學(xué)式 Prepared on Flip Chart Contents 內(nèi)

4、容 Lecture & Explanation 教學(xué)式與講解 Summary 總結(jié) Suggest divided these sessions into two parts, one is for hotel profile explanation, the second is for terminology explanation. 建議將這課分成兩次作， 一次作酒店檔案解釋， 另一次作專業(yè)術(shù)語(yǔ)解釋。 Show “ W.I.F.M” (Objectives) 顯示課程目的 Prologue: As

5、 a Reservations Sales Agent learning the product knowledge is also a very important things for us to be professional. 開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷售文員學(xué)習(xí)酒店知識(shí)對(duì)于我們的專業(yè)服務(wù)同樣是非常重要一環(huán)。 So the objectives of this session is: …(Refer to Objectives of this TAO) 今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序〕 The course should be divided into two part

6、s: 這節(jié)課會(huì)分為二個(gè)部分來(lái)講解： 1. Hotel Inspection (around 45 Minutes) 酒店參觀 2. Hotel Profile 酒店檔案夾子 3. Terminology and Standard Phraseology 酒店專門(mén)術(shù)語(yǔ) Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 將所有程序

7、的主要內(nèi)容事先寫(xiě)在準(zhǔn)備好的白板紙上，逐步作以講解，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。 Review Key Points: 回顧要點(diǎn)： 1. Ask questions and have participant explain the standard and its importance. 提問(wèn)并請(qǐng)參與者解釋標(biāo)準(zhǔn)及其重要性 2. Summarize critique points applicable to entire group 總結(jié)評(píng)估過(guò)程中對(duì)整組有用的要點(diǎn) 3. Reinforce and discuss the point:

8、 加強(qiáng)并討論以下要點(diǎn)： · Hotel Profile 酒店檔案夾子 · Terminology and Standard Phraseology 酒店專門(mén)術(shù)語(yǔ) 5 Minutes 45 Minutes 45 Minutes for hotel profile 30 Minutes for terminology 5 Minutes Total 130 Minutes