【服务管理】打印报告培训纲要TRAINING ACTIVITY OUTLINE培训活动纲要Task:Reporting任务:打印报告Code 序号:RM-RES-A060Objectives： At the end of this session reservations sales agent will know the procedure and method of printing various reports. 目的:在课程终止的时候预订部销售文员应明白得打印各种报表的方法和程序。Standard ： All reservations information will be maintained and kept up to date on a daily basis to reflect accurately the current and future status of the hotel at all times. Reservations Sales Agents will responsibly prepare necessary reports as required by management标准:不管何时所有的预定信息在每日基础上都要不断更新以正确反映现在的和 测的酒店状态。预订部销售文员应根据治理层的要求准备所需的报表。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时刻Introduction介绍Lecture教学式Prepared on Flip ChartContents内容Lecture & ExplanationShow “ W.I.F.M” (Objectives)显示课程目的Prologue: As a Reservations Sales Agent prints various reports is one of our important works.开场白： 作为一名预订部销售文员打印各种报表是我们必作的工作之一。So the objectives of this session is: …(Refer to Objectives of this S&P)今日这堂课的目的是：（参考标准与程序〕The main content of this course should be: 这节课的要紧内容是：Reports Function in Oprea.Oprea 中打印各种报表的功能。Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的要紧内容事先写在预备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议5 Minutes15 MinutesMethod 培训方式Training Steps培训步骤Time时刻教学式与讲解Demonstration展现Practice 练习 Critique评估Summary总结并提问。Demonstrate in Oprea how to print various reports. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.在电脑中展现并讲解步骤，作展现之后，回忆白板纸上的内容，并讨论每一个步骤。Each trainee practice. 每个学员练习。According the procedure.根据程序。Review Key Points:回忆要点：1.Ask questions and have participant explain the standard and its importance. 提问并请参加者说明标准及其重要性2.Summarize critique points applicable to entire group 总结评估过程中对整组有用的要点3.Reinforce and discuss the point: 加强并讨论以下要点：Reports Function in OpreaOprea 中打印各种报表的功能。3 Minutes10 Minutes5 MinutesTotal 38 Minutes
