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1、 TRAINING ACTIVITY OUTLINE培训活动纲要Task:Airport Transfer Limousine Booking任务:接送机和租用车效劳Code序号:RM-RES-D120Objectives:At the end of this session Reservations Sales Agent will Know how to sell hotel limousine to the guest and Know hotel limousine service price very well. Offer transportation service in an
2、accurate and efficient way.目的:在课程完毕的时候预 订 部 销 售 文 员 特别理解酒店的接送机和租用车效劳，确并能精确有效的销售和提供这项效劳。Standard ：Reservation sales agents will offer/handle transportation arrangements as a service and facility to hotel guests and patrons.1. Information regarding guest flight arrival/departure time will be recorded
3、accurately, If have special situation, we can trace message set up (-option) to the Concierge department, who will arrange airport transfers. Concierge is to be notified by phone on same day requirements immediately after we finish the call with the guest. 2. Guests will be accurately advised of the
4、 prices and options available for airport transfers and limousine service.3. S.T.A.R. will be exercised at all times.标准:预订部文员应将酒店的交通安排作为酒店的一项效劳提供应客人及常客1. 关于抵离航班日期/时间应精确记录，如有特别情况，可在电脑Options 中给行李部留跟踪报表， 任何关于交通安排的当天的预订，更改和特别要求要在完毕与客人的后立即通知行李部。2. 应精确的通知客人价格和可选择的方法。3. S.T.A.R 应在整个过程中随时应用。Resources:Flip
5、Chart, Handout, Computer with Oprea terminal 培训器材:白板，白板纸，培训材料，带有Oprea 端的电脑Method 培训方式Training Steps培训步骤Time时间Introduction介绍Lecture教学式Prepared on Flip ChartContents内容Brainstorm 集思广益Lecture Explanation教学式与讲解Demonstration展示Practice - Role Play练习 角色扮演Critique评估Summary总结Show “ W.I.F.M” (Objectives)显示课程目的
6、Prologue: As a Reservations Sales Agent, we should know transportation also is another incremental revenue for the hotel, we have responsibility to promote and offer this service.开始白： 作为一名预订部销售文员我们应明白得交通效劳同样是酒店另一项可增加的效劳。我们应当抓住一切时机去促销和提供这项效劳。So the objectives of this session is: (Refer to Objectives
7、of this TAO)今天这堂课的目的是：（参考标准与程序The course should be divided into five parts:这节课会分为五个部分来讲解：1. Hotel information about transportation.酒店关于接送机和租用车效劳的知识2. Procedure of handling transportation.处理接送机和租用车效劳的程序3. Same day requirements.当天的有关接送机和租用车效劳的要求4. Amendment and cancellation更改和取消5. Whole day and half d
8、ay rental全天和半天租用效劳What kind information we should get from a guest when guest need Airport Transfer Limousine Booking service?当客人需要接送机和租用车效劳的时候我们需要询咨询哪一些咨询题。Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step. 将所有程序的主要内容事先写在预备好的白板纸上，逐步作以讲
9、解，在讲解过程中要不时请学员发表建议并提咨询。Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.请参与者为客人，给其讲解步骤，作展示之后，回忆白板纸上的内容，并讨论每一个步骤。Each trainee practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员.Case Example 案例：Same d
10、ay airport pick up service cancellation (Key point: inform concierge immediately and delete appropriate information in the Oprea)一个当天的接机要求取消。（要点：立即通知行李部，取消电脑中相应位置的信息）According the procedure.按照程序。Review Key Points:回忆要点：1. Ask questions and have participant explain the standard and its importance. 提咨询
11、并请参与者解释标准及其重要性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：l The procedure of handling airport transfer Limousine booking处理接送机和租用车效劳的程序l About same day booking what should we pay attention关于当天接送机和租用车效劳我们应留意些什 么l About amendment and cancellation booking what should we pay attention关于更改和取消接送机和租用车效劳我们应留意什么5 Minutes2 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 40 Minutes