更改和取消预订培训纲要VIP免费

TRAININGACTIVITYOUTLINE培训活动纲要Task:AmendmentsandCancellations任务:更改和取消预订Code序号:RM-RES-D060/RM-RES-D070Objectives:Attheendofthissession,eachtraineewillbeabletohandlereservationamendmentsandcancellationsinOpreaConcernthevariablesituationwhenhandlingtheamendmentsbookings.目的:在课程结束的时候每个学员都应知道如何在电脑中处理更改和取消预订，并能在取消预订的时候考虑到各种变化的情形。Standard：ReservationSalesagentswillhandlereservationamendmentsofguestroomsinitiatedbythehotelorbythepartythatinitiatedtheoriginalreservation.Allreservationamendmentsforsamedayarrivalsandarrivalsbeyond24hourswillbeactionedimmediatelywithinformationpassedtoalldepartmentsconcerned.ReservationSalesagentswillhandlebookingcancellationsofguestroomsinitiatedbythehotelorbythepartythatinitiatedtheoriginalreservation.Allbookingcancellationsforsamedayarrivalsandarrivalsbeyond24hourswillbeactionedimmediatelywithinformationpassedtoalldepartmentsconcerned.标准:预订部文员应懂得如何处理更改预订。所有当天或24小时以上的更改预订应立即给予处理，并立即通知相应的部门。预订部文员应懂得如何处理取消预订。所有当天的或24小时以上的取消预订应立即给予处理，并立即将相关信息通知相应的部门。Resources:FlipChart,Handout,ComputerwithOpreaterminal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TrainingSteps培训步骤Time时间Introduction介绍Lecture教学式PreparedonFlipChartContents内容Questions提问Lecture&Explanation教学式与讲解Demonstration展示Show“W.I.F.M”(Objectives)显示课程目的Prologue:AsaReservationsSalesAgent,wewillmeetthissituationeveryday.开场白：作为一名预订部销售文员我们每天都会遇到有关预订更改和取消的要求。Sotheobjectivesofthissessionis:…(RefertoObjectivesofthisTAO)今天这堂课的目的是：（参考标准与程序〕Thecourseshouldbedividedintothreeparts:这节课会分为三个部分来讲解：1.Procedureofhandlingamendment处理更改预订的程序2.Procedureofhandlingcancellation处理取消预订的程序3.Howtohandlerequirementfromcompanycanchargeback处理来自可挂帐公司的要求Whoknowshowguestamendandcancelbooking?谁知道客人用那些方式进行更改和取消预订。Showstepsonpreparedflipchart.Explainreasonforeachstep.Asktraineestocommentandquestiononeachstep.将所有程序的主要内容事先写在准备好的白板纸上，逐步作以讲解，在讲解过程中要不时请学员发表建议并提问。5Minutes2Minutes15Minutes3MinutesMethod培训方式TrainingSteps培训步骤Time时间Practice-RolePlay练习–角色扮演Critique评估Summary总结1.DemonstrateinOpreahowtocancelandamendbooking在电脑中展示如何更改和取消预订2.Askparticipanttobeaguest.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。1.EachtraineepracticeintheOprea每一个学员在电脑中练习2.Eachtraineepracticesfirstasguest,thenasReservationSalesAgent.每一个学员先作客人，后作预订部销售文员.CaseExample案例：Guestamendabookingwithtransportationrequirementandrestaurantbooking.(Keypoint:checkavailability,doublecheckguest’stransportationandrestaurantrequirementanddorespectamendment)一位客人打电话来更改一个带接机和餐厅预订的订房要点：查看可卖房，与客人确认接机安排和餐厅预订安排并在电脑中作相应更改）Accordingtheprocedure.按照程序。ReviewKeyPoints:回顾要点：1.Askquestionsandhaveparticipantexplainthestandardanditsimportance.10Minutes5MinutesMethod培训方式TrainingSteps培训步骤Time时间提问并请参与者解释标准及其重要性2.Summarizecritiquepointsapplicabletoentiregroup总结评估过程中对整组有用的要点3.Reinforceanddiscussthepoint:加强并讨论以下要点：Handlingamendmentbooking,checkavailabilityfirst处理更改预订时先查看可卖房Handlingamendmentandcancellationbookingcheckotherrespectrequirement.处理更改和取消预订时查看其他相关内容Whenreceivedrequirementformcompanies,whichcanchargeback,advisefax/letterauthorizationisrequired.当收到可以挂帐的公司的要求时，通知客人我们需要带有授权的信件或传真Total40MinutesMethod培训方式TrainingSteps培训步骤Time时间