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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 培訓活動綱要 Task: Overbooking 任務: 超額預訂 Code序號: 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

2、 accepting reservations beyond the Hotel’s capacity given the calculated factors of no-show and late cancellations. 目的: 在課程結束的時候預訂部銷售文員將能夠根據(jù)歷史數(shù)據(jù)通過超 賣房間來使酒店獲得最大收益。 Standard ： 1. To maximize hotel room revenue, the Hotel accepts bookings where total number of room reserved exceeds the total inven

3、tory to allow no-shows, late cancellation and unexpected early departures 2. 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 Man

4、ager and the Reservation Sales Manager. 3. Only Shift Leaders are permitted to override the reservation system to overbook with prior approval from the Reservation Sales Manager.es 標準: 1. 為了使飯店利潤最大化，基于存在 預訂未到， 取消和提早離開的 情形，酒店會在“無 保 證 預 訂 ”的條件下允許已經(jīng)超過酒店基本 房數(shù)的預訂。 2. 超預訂的房數(shù)量將根據(jù)預訂未到，取消

5、和不可預計的提前離開等 數(shù)據(jù)并由前廳經(jīng)理和預訂部經(jīng)理聯(lián)合決定。 3. 只有預訂部主管在得到預訂部經(jīng)理同意的前提下才能超賣房間。 Resources: Flip Chart, Handout, Computer with Oprea terminal 培訓器材:白板，白板紙，培訓資料，帶Oprea終端的電腦 Method 培訓方式 Training Steps 培訓步驟 Time 時間 Introduction 介紹 Lecture 教學式 Prepared on Flip Chart

6、 Contents 內容 Lecture & Explanation 教學式與講解 Demonstration 展示 Practice - Role Play 練習 – 角色扮演 Critique 評估 Summary 總結 Show “ W.I.F.M” (Objectives) 顯示課程目的 Prologue: As a Reservations Sales Agent, we will meet the situation of overb

7、ooking, how can we handle this situation? 開場白： 作為一名預訂部銷售文員我們有時會遇到超賣房的情形，我們應當怎樣處理呢？ So the objectives of this session is: …(Refer to Objectives of this TAO) 今天這堂課的目的是：（參考標準與程序〕 The course should be divided into three parts: 這節(jié)課會分為三個部分來講解： 1. Procedure of handling overbooking 處理超額預訂的程序

8、 2. Room type which can’t be overbooked 哪些房間不能超賣 3. If further overbooking is not permissible offer alternatives 如果超額預訂已經(jīng)到了不再允許的地步， 為客人提供其他選擇 Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 將所有程序的主要

9、內容事先寫在準備好的白板紙上，逐步作以講解，在講解過程中要不時請學員發(fā)表建議并提問。 Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step. 請參與者為客人，給其講解步驟，作展示之后，回顧白板紙上的內容，并討論每一個步驟。 Each trainee practices first as guest, then as Reservation Sales Agent. 每一個學員先作客人，后

10、作預訂部銷售文員. Case Example 案例： During superior room type overbooking periods, handle a reservation (suggest we upsell executive floor and suite.) 在標準間超額預訂的情形下，客人要求訂一間房。(建議促銷到行政樓層和套房) According the procedure. 按照程序。 Review Key Points: 回顧要點： 1. Ask questions and have participant explain the stan

11、dard and its importance. 提問并請參與者解釋標準及其重要性 2. Summarize critique points applicable to entire group 總結評估過程中對整組有用的要點 3. Reinforce and discuss the point: 加強并討論以下要點： · Suites and apartment will not be overbooked at any time 套房和公寓在任何時候都不能超額預訂 · If further overbooking is

12、not permissible offer alternatives of other room type or waitlist. 如果超額預訂不再允許時提供客人 其他選擇如, 其他房型或等候名單。 5 Minutes 15 Minutes 3 Minutes 10 Minutes 5 Minutes Total 38inutes