【酒店管理培训】酒店《队接待》培训活动纲要

《【酒店管理培训】酒店《队接待》培训活动纲要》由会员上传分享，免费在线阅读，更多相关内容在应用文档-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：GroupHandling题目：团队接待Code序号：OH-SM-RM-D101Objectives：Attheendofthissession,eachtraineewillbeabletoensureahighlyFocusedapproachtohandlethegroupandachievethem

2、arkettarget.目的：课程结束后，每个学员将能够学到高度集中接待团队的方法，确保目标市场的实现。Standard：Thesalesassociatewillhandleandprocessallgroupandco-ordinatewithotherdepartments.Groupbookingwillbehandledefficientlyandaccuratelytoensuresmoothoperationforalldepartmentsconceded.Specialbenefitsaretobeco

3、nsideredtobegiventothetourguideifnecessary.Thesalesassociatewillinformalldepartmentsconcernedofrevisionongroupbookings.标准：每一位销售部员工将能够处理和协调团队接待，团队的预订必须有效和准确，以确保各部门接待顺利，如果有必要团队的领队将给予特殊的关照，关系到团队预订修改问题销售部员工必须及时通知有关部门。Resources：LCD,GroupBookingForm,HeadProjector,White

4、Board培训器材：LCD，团队预订单，幻灯机，白板Method培训方式TrainingSteps培训步骤Time时间IceBreak打破僵局Introduction介绍Lecture讲解BuzzGroup集体讨论LectureF/C1Andexplanation讲解和解释Askonequestion:提问Howwillwehandlingthegroupreservation?我们如何处理团队预订？W.I.F.M我们将获得什么Thecorrectuseofgroupbookingformwillresultinhigh

5、efficiencyandconvenientforgrouphandling.清楚填写团队预订单，高效快速接待团队。First,whenwereceivedagroupreservationfax,whatwillwedo?(asktrainees)首先，当我们收到一份团队预订单时，我们该如何去做？(提问学员)Dividedtraineesinseveralgroupstodiscussandthencritiqueafterdiscussion:Howdowefilloutagroupreservationforma

6、ndsendconfirmationlettertothetravelagency?将学员分成几组讨论然后评估。我们如何填写团队预订单并给客人回复预订？AnswerinFlipchart1ØGroupname团队名称ØBookingtravelagencyname预订旅行社名单ØArrivaltimeanddeparturetime到达及离店时间ØTypeofroomrequired,i.e.single,doubleortwin.房间类型要求，单间或双人间ØArrival/departuretransportwitht

7、ime,i.e.bytrain,byair,bybus,etc.到达及离开间(交通工具)，火车，飞机或汽车。ØMealinformation饮食信息ØCompanyoragentresponsibleforgrouparrangementifapplicable公司及团队负责人ØExchangerate兑换率ØPayment付款方式ØSpecialrequest特殊要求ØAttachreservationfaxcopy附上预订传真Note:2minutes5minutes15minutesLecture讲解Rolepla

8、y角色扮演Lecture讲解Summary总结Handouts学习资料24小时之内给旅行社回复确认信。Allstandard&Procedurebewrittenintheflipchartandshowingtotrainees:所有的标准和程序将在白板上写明并展示给学员。GroupArrival团队到达(usew