THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
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 ：
VIP designation or amenity requests should be placed in the Oprea System at least one day prior to arrival.
In the event of a same day amenity request, the appropriate amenity requirement should be informed to the Guest Service Supervisor/Manager for processing.
In all cases the amenity codes should be keyed into the guest profile in the Oprea System.
标准:
贵宾的特殊接待申请至少在一天前就输入到电脑系统中，
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，
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
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
内容
Lecture & Explanation
教学式与讲解
Demonstration
展示
Practice - Role Play
练习 – 角色扮演
Critique
评估
Summary
总结
Show “ W.I.F.M” (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。
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