THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
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
Contents
内容
Questions
提问
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 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