1、Printed on: 4/13/2019 Page 1 of 5THE ST. REGIS SHANGHAI上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Amendments and Cancellations任务: 更改和取消预订Code 序号: RM-RES-D060 / RM-RES-D070Objectives: At the end of this session, each trainee will be able to handle reservation amendments and cancellations in Oprea
2、Concern the variable situation when handling the amendments bookings.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 ： Reservation Sales agents will handle reservation amendments of guestrooms initiated by the hotel or by the party that initiated the original reservation. All reser
3、vation amendments for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.Reservation Sales agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservati
4、on. All booking cancellations for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information passed to all departments concerned.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: Flip Cha
5、rt, Handout, Computer with Oprea terminal 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Training Steps培训步骤Time时间Introduction介绍Lecture教学式Prepared on Flip ChartContents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: As a Reservations Sales Agent, we will
6、 meet this situation everyday.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。So the objectives of this session is: (Refer to Objectives 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 three parts:这节课会分为三个部分来讲解：1. Procedure of handling amendment处理更改预订的程序2. Procedure of handling cancellation处理取消
7、预订的程序3. How to handle requirement from company can charge back处理来自可挂帐公司的要求Who knows how guest amend and cancel booking?谁知道客人用那些方式进行更改和取消预订。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准备好的白板纸上，逐步作以讲解，在讲5 Minutes2 Min
8、utes15 Minutes3 MinutesMethod 培训方式Training Steps培训步骤Time时间Practice - Role Play练习 角色扮演Critique评估Summary总结解过程中要不时请学员发表建议并提问。1. Demonstrate in Oprea how to cancel and amend booking在电脑中展示如何更改和取消预订2. Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review /
9、discuss each step.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. Each trainee practice in the Oprea每一个学员在电脑中练习2. 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：Guest amend a booking with transportation requirement and restaurant booking.(Key p
10、oint: check availability , double check guests transportation and restaurant requirement and do respect amendment)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）According the procedure.按照程序。10 Minutes5 MinutesMethod 培训方式Training Steps培训步骤Time时间Review Key Points:回顾要点：1. Ask questions and
11、have participant explain the standard and its importance.提问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： Handling amendment booking, check availability first处理更改预订时先查看可卖房 Handling amendment and cancellation booking check other respect requirement.处理更改和取消预订时查看其他相关内容 When received requirement form companies, which can charge back, advise fax/letter authorization is required.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Total 40 MinutesMethod 培训方式Training Steps培训步骤Time时间
