【酒店管理培训】酒店《登记和结帐时间，提前抵店和推迟离开》培训活动纲要

《【酒店管理培训】酒店《登记和结帐时间，提前抵店和推迟离开》培训活动纲要》由会员上传分享，免费在线阅读，更多相关内容在工程资料-天天文库。

1、天马行空官方博客：http://t.qq.com/tmxk_docin；QQ:1318241189；QQ群：175569632AHOTELXXX大酒店TRAININGACTIVITYOUTLINE培训活动纲要Task:Check-In/Check–OutTimes,EarlyArrivalandLateDeparture.任务:登记和结帐时间,提前抵店和推迟离开。Code序号:RM-RES-P010,RM-RES-D090,andRM-RES-D100Objectives:AttheendofthissessionReservationSalesAgentwillbeablet

2、ounderstandingtheStandardandProcedureofadvisetogueststhetimethataguestroomcanbemadeavailableforoccupancyandthetimethataguestroomshouldbevacatedbytheoccupant.目的:在课程结束时预订部销售文员应知道客人登记和结帐的时间及在那个时候我们可以准备出干净的房间和什么时候酒。Standard：1.ReservationSalesAgentswillconfirmreservationswithclearadvicetoguestsof

3、thehotel’scheck-inandcheckouttime.2.ReservationSalesassociateswillsecureguaranteefromguestswhorequireaccommodationimmediatelyuponearlyarrival.Earlyarrivalmeanstheexpectedarrivaloftheguestismuchbeforethenormalcheck-intimeof3:00p.m.3.TheReservationSalesassociatewillnotcommitavailabilityofanear

4、lyarrivalcheck-induringhighoccupancyperiods.Wherenecessary,theReservationSalesassociatewilloffertheguestoptionsavailablesuchasreservingtheroomfromthenightbeforebyapplyinganadditionalday’sapplicableroomcharge.4.Latedeparturemeanstheexpecteddepartureoftheguestisafterthenormalcheck-outtimeof12:

5、00noon.TheReservationSalesassociatewillnotcommitavailabilityofalatedeparturecheck-outduringhighoccupancyperiods.5.Wherenecessary,theReservationSalesassociatewilloffertheguestoptionsavailablesuchasstoringluggageattheconcierge.标准:1.预订部销售文员在确认预订时应清楚除地告知本酒店的登记入住时间和结帐时间。1.预订部销售文员应要求早到的客人担保其预订，当客人

6、到店的时间早于下午15：00点钟时，我们称之为早到。2.预订部销售文员不能在高出租率期间确保客人提前抵店可入住。如果必要的话，预订部销售文员将会让客人意识到如果在入住前一天晚上登记是有选择余地的。3.推迟离开意味着结帐时间晚于中午12：00点钟，预订部销售文员不能在高出租率期间确保客人推迟离开。4.如果必要的话，预订部销售文员应提供建议请客人将行李存在行李部Resources:Flipcharter,Handout,computerwithOpreaterminal.培训器材:白板，白板纸，培训资料，有Oprea的电脑终端.Method培训方式TrainingSteps培训步骤

7、Time时间Introduction介绍Lecture教学式PreparedonFlipChartShow“W.I.F.M”(Objectives)显示课程目的Prologue:AsaReservationsSalesAgent,wewillreceivebookingeveryday,lotsofthereservationswillrequireearlyarrivalandlatedeparture.开场白：作为一名预订部销售文员我们每天都要接收预订，其中很多预订都需要提前抵店和推迟离