THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task:Product Knowledge
任务:酒店设施
Code序号: RM-RES-P060
Objectives： At the end of this session Reservation Sales associates will have the ability to introduce the Hotel and its facilities descriptively to telephone inquiries.
目的:在课程结束的时候预订部销售文员应能够向询问者介绍有关酒店
设施和服务的信息。
Standard ： Reservation Sales associates will promote the Hotel and its facilities by introducing the Hotel and its facilities over the telephone and professionally describe hotel facilities to telephone inquires.
标准:预订部销售文员须在接到关于酒店设施的咨询时能够专业的描述酒
店设施。
Resources: Flip Chart, Handout, Computer with Oprea terminal
培训器材: 白板，白板纸，培训欧亿·体育（中国）有限公司，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
Contents
内容
Lecture & Explanation
教学式与讲解
Summary
总结
Suggest divided these sessions into two parts, one is for hotel profile explanation, the second is for terminology explanation.
建议将这课分成两次作， 一次作酒店档案解释， 另一次作专业术语解释。
Show “ W.I.F.M” (Objectives)
显示课程目的
Prologue: As a Reservations Sales Agent learning the product knowledge is also a very important things for us to be professional.
开场白： 作为一名预订部销售文员学习酒店知识对于我们的专业服务同样是非常重要一环。
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 two parts:
这节课会分为二个部分来讲解：
Hotel Inspection (around 45 Minutes)
酒店参观
Hotel Profile
酒店档案夹子
Terminology and Standard Phraseology
酒店专门术语
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