查看可卖房培训纲要

培训活动纲要Task:CheckingAvailability任务:查看可卖房Code序号:RM-RES-D020Objectives:Attheendofthissession,ReservationsSalesAgentwillbeunderstandinghowtoacceptingroomreservationsaccordingtoinventoryavailability.目的:在课程结束的时候，预订部销售文员应懂得如何按照酒店的可卖房情况来销售房间。Standard：1.ReservationSalesassociateswillacceptroombookingssubjecttoverificationofroominventoryandavailabilitystatus.2.ReservationSalesassociateswillaccuratelychecktheavailabilityfortheroomtypeandperiodofstayrequestedbytheinquirer.Whennumberofroomsorspecificroomtypesrequestedarenotavailable,theReservationSalesassociatewillofferalternativesandoptionsbasingonavailabilitytopromotethebooking.标准:1.预订部销售文员应在查看酒店可卖房之后与客人确认预订。2.预订部销售文员应按照客人所要求的房间类型及入住日期查看是否有此类型房间，当客人所要求的房型我们已没有时，基于我们的可卖房向客人推荐其他选择，并想办法促销房间。Resources:FlipChart,Handout,andtelephone,ComputerwithOpreaterminal培训器材:白板，白板纸，培训资料，有Oprea终端的电脑。Method培训方式TrainingSteps培训步骤Time时间Introduction介绍LectureShow“W.I.F.M”(Objectives)显示课程目的Prologue:AsaReservationsSalesAgent,wereceive5MinutesMethod培训方式TrainingSteps培训步骤Time时间教学式PreparedonFlipChartContents内容BuzzGroup小组讨论Lecture&Explanation教学式与讲解reservationeveryday,whyweshouldcheckavailabilitybeforeweconfirmtheratetotheguests?开场白：作为一名预订部销售文员我们每天都要接预订，为什么察看可卖房如此重要呢？Sotheobjectivesofthissessionis:…(RefertoObjectivesofthisTAO)今天这堂课的目的是：（参考标准与程序〕Themaincontentofthiscourseshouldbe:这节课的主要内容是:Theprocedureofcheckingavailability察看可卖房的程序Dividedtraineesintotwogroupstodiscusstheprocedureofcheckingavailability.将小组学员分成两组讨论：察看可卖房的程序Showstepsonprepared2Minutes15Minutes3MinutesMethod培训方式TrainingSteps培训步骤Time时间Demonstration展示Practice练习Critique评估Summary总结flipchart.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。DemonstratehowtocheckavailabilityusingOprea.Showeachstep.Afterdemonstration.Referbacktoflipchartandreview/discusseachstep.用Oprea展示如何察看可卖房，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。Eachtraineepractices.每一个学员练习用Oprea察看可卖房。Accordingtheprocedure.按照程序。ReviewKeyPoints:回顾要点：10Minutes5MinutesTotal40MinutesMethod培训方式TrainingSteps培训步骤Time时间1.Askquestionsandhaveparticipantexplainthestandardanditsimportance.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：Whatinformationweshouldaskbeforecheckingavailability?察看可卖房时我们应当掌握那些信息。Howtohandlespecialsituationfornotavailableroomtype.当所需房型没有时，怎样处理这种情形。