【服務(wù)管理】查看可賣房培訓(xùn)綱要培訓(xùn)活動(dòng)綱要Task: CheckingAvailability任務(wù): 查看可賣房 Code序號(hào): RM-RES-D020Objectives: Attheendofthissession,ReservationsSalesAgentwillbeunderstandinghowtoacceptingroomreservationsaccordingtoinventoryavailability.目的: 在課程終止的時(shí)候，預(yù)訂部銷售文員應(yīng)明白得如何按照酒店的可賣房情形來銷售房間。Standard： ReservationSalesassociateswillacceptroombookingssubjecttoverificationofroominventoryandavailabilitystatus.ReservationSalesassociateswillaccuratelychecktheavailabilityfortheroomtypeandperiodofstayrequestedbytheinquirer.Whennumberofroomsorspecificroomtypesrequestedarenotavailable,theReservationSalesassociatewillofferalternativesandoptionsbasingonavailabilitytopromotethebooking.標(biāo)準(zhǔn): 預(yù)訂部銷售文員應(yīng)在查看酒店可賣房之后與客人確認(rèn)預(yù)訂。預(yù)訂部銷售文員應(yīng)按照客人所要求的房間類型及入住日期查看是否有此類型房間，當(dāng)客人所要求的房型我們已沒有時(shí)，基于我們的可賣房向客人舉薦其他選擇，并想方法促銷房間。Resources: FlipChart,Handout,andtelephone,ComputerwithOpreaterminal培訓(xùn)器材: 白板，白板紙，培訓(xùn)資料，有Oprea終端的電腦。Method培訓(xùn)方式TrainingSteps培訓(xùn)步驟Time時(shí)刻Introduction介紹Lecture教學(xué)式PreparedonFlipChartContents內(nèi)容BuzzGroup小組討論Lecture&Explanation教學(xué)式與講解Demonstration展現(xiàn)Practice練習(xí)Critique評(píng)估Summary總結(jié)Show“W.I.F.M”(Objectives)顯示課程目的Prologue:AsaReservationsSalesAgent,wereceivereservationeveryday,whyweshouldcheckavailabilitybeforeweconfirmtheratetotheguests?開場(chǎng)白：作為一名預(yù)訂部銷售文員我們每天都要接預(yù)訂，什么緣故觀看可賣房如此重要呢？Sotheobjectivesofthissessionis:…(RefertoObjectivesofthisTAO)今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序〕Themaincontentofthiscourseshouldbe:這節(jié)課的要緊內(nèi)容是:Theprocedureofcheckingavailability觀看可賣房的程序Dividedtraineesintotwogroupstodiscusstheprocedureofcheckingavailability.將小組學(xué)員分成兩組討論：觀看可賣房的程序Showstepsonpreparedflipchart.Explainreasonforeachstep.Asktraineestocommentandquestiononeachstep.將所有程序的要緊內(nèi)容事先寫在預(yù)備好的白板紙上，逐步作以講解，在講解過程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問。DemonstratehowtocheckavailabilityusingOprea.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.用Oprea展現(xiàn)如何觀看可賣房，給其講解步驟，作展現(xiàn)之后，回憶白板紙上的內(nèi)容，并討論每一個(gè)步驟。Eachtraineepractices.每一個(gè)學(xué)員練習(xí)用Oprea觀看可賣房。Accordingtheprocedure.按照程序。ReviewKeyPoints:回憶要點(diǎn)：Askquestionsandhaveparticipantexplainthestandardanditsimportance.提問并請(qǐng)參與者說明標(biāo)準(zhǔn)及其重要性Summarizecritiquepointsapplicabletoentiregroup總結(jié)評(píng)估過程中對(duì)整組有用的要點(diǎn)Reinforceanddiscussthepoint:加強(qiáng)并討論以下要點(diǎn)：Whatinformationweshouldaskbeforecheckingavailability?觀看可賣房時(shí)我們應(yīng)當(dāng)把握那些信息。Howtohandlespecialsituatio