THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
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.
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.
Guests will be accurately advised of the prices and options available for airport transfers and limousine service.
S.T.A.R. 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
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。
应准确的通知客人价格和可选择的方法。
S.T.A.R 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
Prepared on Flip Chart
Contents
内容
Brainstorm
集思广益
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 s