Printed on: 10/18/2022 Page 1 of 2
THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: End of Shift Procedures / Morning Shift Procedure
任务: 下班程序 / 早班程序
Code序号: RM-RES-A010 / RM-RES-A020
Objectives： At the end of this session, Reservation Sales associates will be able to
ensure proper procedures will be followed during the end of each shift and
morning shift
目的: 在课程结束的时候，预订部销售文员应清除的知道上班，下班
正确的程序
Standard ： Reservation Sales associates will be responsible to ensure all reports are
prepared by 8:30am and all same day booking/trace are processed at the
beginning of shift.
Reservation Sales associates will complete all his/her daily duties and tasks
before the end of each shift. All reservations received during the day and
all expected arrivals for the following day should be properly processed in
Oprea before the shift ends.
标准: 所有预订部销售文员上早班时要确保在早上8：30之前将所有所需
报表打印完毕，并及时处理当日预订和跟踪报表。预订部销售文员有
责任在下班前将所有工作已完成。将当日与以后抵达的预订输入
Oprea 中。
Resources: Flip Chart and Handout, Computer with Oprea terminal
培训器材: 白板，白板纸和培训资料，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
Show “ ” (Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent how to present
our professional style and efficiency, we should have
same procedure to follow up.
开场白：
作为一名预订部销售文员我们怎样展示我们的专业风
5 Minutes
Printed on: 10/18/22 Page 2 of 2
Method
培训方式
Training Steps
培训步骤
Time
时间
F/P1 (P)
Contents
内容
Lecture & Explanation
教学式与讲解
OHP(P)
Let everybody have
chance to speak.
让每人都有讲话的机
会
Test
测验
Summary
总结
Deliver Handout (P)
分发资料
范和高效率，我们应该有统一的标准遵循。
So the objectives of this session is: …(Refer to
Objectives of this S&P)
今天这堂课的目的是：（参考标准与程序〕
The course should be divided into Two parts:
这节课会分为二个部分来讲解：
The end of shift procedure
下班的程序
The morning shift procedure
早班的程序
Show steps on prepared OHP. 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透明胶片上
，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。
What the main job in morning shift?
早班的主要工作是什么？
No show / trace report check for morning shift.
早班要察看预订未到和跟踪报表
What the main job in end shift?
晚班的主要工作是什么？
Pass correspondence to Front office in end shift .
晚班要在下班前将所有与前台有关的资料送
至前台
Review Key Points:
回顾要点：
Reinforce and discuss the point:
加强并讨论以下要点：
No show / trace report check for morning shift.
早班要察看预订未到和跟踪报表
Pass correspondence to Front office in end shift .
晚班要在下班前将所有与前台有关的资料送
至前台
15 Minutes
5 Minutes
Total 25 Minutes
