THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
培训活动纲要
Task: Checking Availability
任务: 查看可卖房
Code 序号: RM-RES-D020
Objectives: At the end of this session, Reservations
Sales Agent will be understanding how to
accepting room reservations according to
inventory availability.
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. Reservation Sales associates will accept
room bookings subject to verification of
room inventory and availability status.
2. Reservation Sales associates will accurately
check the availability for the room type and
period of stay requested by the inquirer.
When number of rooms or specific room
types requested are not available, the
Reservation Sales associate will offer
alternatives and options basing on
availability to promote the booking.
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:Flip Chart, Handout, and telephone,
Computer with Oprea terminal
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
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip
Chart
Contents
Show “ ”
(Objectives)
显示课程目的
Prologue: As a
Reservations Sales
Agent, we receive
reservation everyday,
why we should check
availability before we
confirm the rate to the
guests?
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？
So the objectives of this
session is: …(Refer to
5
Minutes
内容
Buzz Group
小组讨论
Lecture &
Explanation
教学式与讲解
Demonstration
展示
Practice
练习
Objectives of this TAO)
今天这堂课的目的是：
（参考标准与程序〕
The main content of
this course should be:
这节课的主要内容是:
The procedure of
checking
availability
察看可卖房
的程序
Divided trainees into
two groups to discuss
the procedure of
checking availability.
将小组学员分成两组
讨论：察看可卖房的程
序
2
Minutes
15
Minutes
3
Minutes
Critique
评估
Summary
总结
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，在讲解过程中要不
时请学员发表建议并
提问。
Demonstrate how to
check availability using
Oprea. Show each step.
After demonstration.
Refer back to flipchart
and review / discuss
each step.
用 Oprea 展示如何察
看可卖房，给其讲解步
10
Minutes
5
Minutes
骤，作展示之后，回顾
白板纸上的内容，并讨
论每一个步骤。
Each trainee practices.
每一个学员练习用
Oprea 察看可卖房。
According the
procedure.
按照程序。
Review Key Points:
回顾要点：
1. Ask questions and
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
Total 40
Minutes
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：
What information
we should ask before
checking
availability?
察看可卖房时
我们应当掌握那些信
息。
How to handle
special situation for
not available room
type.
当所需房型没
有时，怎样处理这种情
形。
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Taking Reservation / Same day Reservations
任务: 作预订/ 当天预订
Objectives： At the end of this session reservations sales agent will be knowing how to
handle daily reservation in correct way.
目的: 在课程结束的时候预订部销售文员应懂得如何以正确的方式处理
每天的预订。
Standard ： All reservations will be taken and recorded accurately in a friendly and courteous
manner. Guest inquiries regarding the hotel and room facilities will be answered
knowledgeably and every assistance will be given to a caller to meet their need.
标准: 以谦和，友好的态度接受所有预订，并准确无误地记录。专业地回答
客人提 出的酒店及房间设施问题。提供客人以帮助，满足客人需要。
Resources: Flip Chart, Handout, Computer with GEAC terminal
培训器材: 白板，白板纸，培训资料，带 GEAC 终端的电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
内容
Buzz Group
小组讨论
Lecture & Explanation
教学式与讲解
Demonstration
展示
Show “ ” (Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent making
reservation is our main working.
开场白： 作为一名预订部销售文员处理预订是我们每
天主要的工作。
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. Phone Reservation
电 话 预 定
2. Fax / Letter Reservation
预 定 传 真 / 预 定 信
3. Same day reservation
同 天 预 定
Divided the trainee into two groups, discuss the
procedure of handling reservation.
将小组成员分成两组讨论处理预订的基本程序。
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，在讲解过程中要不时请学员发表建议
并提问。
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，回顾
白板纸上的内容，并讨论每一个步骤。
Each trainee practices first as guest, then as Reservation
5 Minutes
2 Minutes
15 Minutes
3 Minutes
Method
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
Sales Agent.
每一个学员先作客人，后作预订部销售文员.
Case Example 案例：
A normal reservation(Points: try to cover every step)
一个普通的预订(要点：尝试涵盖所有步骤)
According the procedure.
按照程序。
Review Key Points:
回顾要点：
1. Ask questions and 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：
Fax response must be actioned within 2 hours.
传真的回复必须在 2 小时之内完成。
Same day booking must be actioned immediately
and inform Front Office at the same time.
当天预订应立即完成并立即通知前台。
10 Minutes
5 Minutes
Total 40 Minutes
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Guaranteed Arrival
任务: 担保预定
Code 序号: RM-RES-D040
Objectives： At the end of this session, Reservations Sales associates
will be able to handle reservations with the application of
reservation guarantee effectively and efficiently.
目的: 在课程结束的时候， 预订部销售文应懂得在作预订时
应通过
向客人要求担保方式来保护酒店及客人的利益。
Standard ： Every caller will be advised at the time of reservations of
the hotel’s guaranteed policies. Reservation Sales Agents
will protect the interest of both the client and the Hotel when
handling and processing room reservations by demanding
reservation guarantee from the client/guest.
标准: 每一位客人 来 电 预 订 时 将 被 告 之 有 关 酒
店 预 订 担 保 的 规 定，.预 订 部 销 售 文 员应在
作预订时通过向客人要求担保
方式来保护酒店及客人的利益。
Resources: Flip Chart, 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
Chart
Show “ ” (Objectives)
显示课程目的
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 main content of this course should
be:
这节课会的主要内容是：
1. Guaranteed arrival handling
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
内容
Questions
提问
Lecture &
Explanation
教学式与讲解
Demonstration
展示
procedure
担保预定的处理程序
2. Cancellation and no show policy
酒店取消和预订未到的政策
What is the difference between the
guaranteed reservations and non
guaranteed reservations？
担保预订与非担保预订之间的区别：
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，在讲解
过程中要不时请学员发表建议并提问。
2 Minutes
15 Minutes
3 Minutes
Method
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
1. Demonstrate the Guaranteed type in
the Oprea.
展示电脑中的担保类型
2. 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，回顾白板纸上的内容，
并讨论每一个步骤。
Each trainee practices first as guest, then
as Reservations 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 need a booking during a high
occupancy period RSA explain the hotel
10 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
guaranteed policy to the guest.
在住房率很高的一天客人需要预订房
间， 预 订 部 销 售 文 员 向客人解释
酒店的担保政策。
Review Key Points:
回顾要点：
1. Ask questions and 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：
Total 40
Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Hotel’s cancellation and no
show policy
取消政策和预订未到政策
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: No Show
任务: 预订未到
Code 序号: RM-RES-D050
Objectives： At the end of this session Reservations Sales associates
will be able to know the proper procedure in applying
no-show charges to guests or party responsible for the
reservation in the event of not showing up on the day of
arrival as booked
目的: 在课程结束的时候预订部销售文员应懂得在客人预订未到
的情况
下，如何收取客人预订未到费用。
Standard ：
1. One night’s accommodation charge at the rate confirmed, including
service charge and tax will be charged to the guaranteed booking that
does not arrive on the specified date.
2. All reservation details will be thoroughly checked before applying a
no-show charge. The Director of Sales & Marketing will authorize
no-show charges.
标准:
1. 按 照 预 订 标 准 的 一 个 晚 上 的 住 宿 费 用 ， 包 括
服 务 费 和 税 费， 将 被 当 作 如 不 在 指 定 日 期 到
达 的 预 订 保 证 金 。
2. 在 计 算 预 订 却 未 到 的 费 用 前 ， 应 彻 底 检 查
所 有 的 预 订 细 节。 所 有 的 无 住 宿 费 用 将 首 先
由 销 售 总 监 审 定 。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板，白板纸，培训资料，带 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
Chart
Show “ ” (Objectives)
显示课程目的
Prologue: For sure every day we will
meet the situation of no show, how we
handle it is a little bit confused things for
lots of person
开场白：
每天我们都有客人预订未到，怎样处理
这件事情是比较让人困惑的事情。
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 main content of this course should
be:
这节课的主要内容是：
Procedure of handling no show
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
内容
Lecture &
Explanation
教学式与讲解
Summary
总结
处理预订未到客人的程序
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，在讲解
过程中要不时请学员发表建议并提问。
Review Key Points:
回顾要点：
1. Ask questions and have participant
explain the standard and its
importance.
提问并请参与者解释标准及其
15 Minutes
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
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：
Procedure of charge no show
预订未到收费的程序
Procedure of handling no show from
top accounts
如果预订未到隶属于酒店的大
客户，我们应
怎样处理
Total 25
Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Task: Amendments and Cancellations
任务: 更改和取消预订
Code 序号: RM-RES-D060 / RM-RES-D070
Objectives: At the end of this session, each trainee will be able to handle
reservation amendments and cancellations in Oprea 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
reservation 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 reservation. 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 Chart, 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
Chart
Show “ ” (Objectives)
显示课程目的
Prologue: As a Reservations Sales
Agent, we will 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:
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
内容
Questions
提问
Lecture &
Explanation
教学式与讲解
Demonstration
展示
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
2 Minutes
15 Minutes
3 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Practice - Role
Play
练习 – 角色扮
演
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。
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 / 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
10 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Critique
评估
Summary
总结
销售文员.
Case Example 案例：
Guest amend a booking with
transportation requirement and restaurant
booking.
(Key point: check availability , double
check guest’s 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。
Review Key Points:
回顾要点：
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
1. Ask questions and 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
Total 40
Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
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
Method
培训方式
Training Steps
培训步骤
Time
时间
Task: VIP Booking
任务: 贵宾预订
Code 序号: RM-RES-D110
Objectives： At the end of this session reservations sales agent will be
knowing how to handle the VIP booking.
目的: 在课程结束的时候预订部销售文员应懂得如何处理贵宾预
订。
Standard ：
1. VIP designation or amenity requests should be placed in
the Oprea System at least one day prior to arrival.
2. In the event of a same day amenity request, the appropriate
amenity requirement should be informed to the Guest
Service Supervisor/Manager for processing.
3. In all cases the amenity codes should be keyed into the
guest profile in the Oprea System.
标准:
1. 贵宾的特殊接待申请至少在一天前就输入到电脑系统
中，
2. 对于当天的贵宾申请要立即通知前台的宾客服务经理
或主管以使其能立即安排，
3. 任何级别的贵宾的特殊要求密码都要输入至电脑的客户
档案中。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板，白板纸，培训资料，带 Oprea 终端的电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip
Chart
Contents
内容
Show “ ” (Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent
we will meet the VIP requirement
everyday.
开场白： 作为一名预订部销售文员我
们每天都能接到有关贵宾客人的预订。
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 main content of this course should
be:
这节课会分为三个部分来讲解：
Procedure of handling VIP
booking.
处理贵宾客人预订的程序。
5 Minutes
15 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Lecture &
Explanation
教学式与讲解
Demonstration
展示
Practice - Role
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，在讲解
过程中要不时请学员发表建议并提问。
Demonstrate in Oprea how to set up VIP
code in guest profile.
在 Oprea 中展示如何在电脑中设置贵
宾客人密码。
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
3 Minutes
10 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Play
练习 – 角色扮
演
Critique
评估
Summary
总结
示之后，回顾白板纸上的内容，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：
A company arranges VIP booking for
their president required a suite and
flowers and fruits requirement.
一公司为其总裁安排贵宾预订，并要求
有鲜花和果篮。
According the procedure.
按照程序。
Review Key Points:
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
回顾要点：
1. Ask questions and 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：
Procedure of handling VIP booking.
处理贵宾预订的程序。
Total 38
Minutes
Task: Airport Transfer & Limousine Booking
任务: 接送机和租用车服务
Code 序号: RM-RES-D120
Objectives: 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 accurate and efficient way.
目的: 在课程结束的时候预 订 部 销 售 文 员 非常了解酒店的接送机
和租用车
服务，确并能准确有效的销售和提供这项服务。
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 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 prices and options
available for airport transfers and limousine service.
3. . 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服务提供
给客
人及常客
1. 关于抵离航班日期/时间应准确记录，如有特殊情况，
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，更改和特殊要求要在结束与
客人的电话后立即通知行李部。
2. 应准确的通知客人价格和可选择的方法。
3. 应在整个过程中随时应用。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板，白板纸，培训资料，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
Show “ ” (Objectives)
显示课程目的
Prologue: As a Reservations Sales
Agent, we should know transportation
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Prepared on Flip
Chart
also is another incremental revenue for
the hotel, we have responsibility to
promote and offer this service.
开场白： 作为一名预订部销售文员我
们应懂得交通服务同样是酒店另一项
可增加的服务。我们应当抓住一切机会
去促销和提供这项服务。
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 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服务的知
识
Method
培训方式
Training Steps
培训步骤
Time
时间
Contents
内容
Brainstorm
集思广益
Lecture &
Explanation
教学式与讲解
2. Procedure of handling transportation.
处理接送机和租用车服务的程序
3. Same day requirements.
当天的有关接送机和租用车服务的
要求
4. Amendment and cancellation
更改和取消
5. Whole day and half day rental
全天和半天租用服务
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服务的时
候我们需要询问哪一些问题。
Show steps on prepared flipchart.
2 Minutes
15 Minutes
3 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Demonstration
展示
Practice - Role
Play
练习 – 角色扮
演
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，在讲解
过程中要不时请学员发表建议并提问。
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，回顾白板纸上的内容，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：
10 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
Critique
评估
Summary
总结
Same day 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:
回顾要点：
1. Ask questions and have participant
explain the standard and its
importance.
提问并请参与者解释标准及其
重要性
5 Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
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：
The procedure of handling airport
transfer & Limousine booking
处理接送机和租用车服务的程序
About same day booking what
should we pay attention
关于当天接送机和租用车服务我们
应注意些什
么
About amendment and cancellation
booking what should we pay
attention
关于更改和取消接送机和租用车服
务我们应注意什么
Total 40
Minutes
Method
培训方式
Training Steps
培训步骤
Time
时间
