THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task:Overbooking
任务:超额预订
Code序号: RM-RES-D170
Objectives： At the end of these session Reservations Sales associates will be able to maximize room inventory to meet with demand by accepting reservations beyond the Hotel’s capacity given the calculated factors of no-show and late cancellations.
目的:在课程结束的时候预订部销售文员将能够根据历史数据通过超
卖房间来使酒店获得最大收益。
Standard ：
To maximize hotel room revenue, the Hotel accepts bookings where total number of room reserved exceeds the total inventory to allow no-shows, late cancellation and unexpected early departures
The permissible number of rooms to allow overbooking will be dependant on historical factors in no-shows, late cancellation and unexpected early departures. This guideline will be determined jointly by the Front Office Manager and the Reservation Sales Manager.
Only Shift Leaders are permitted to override the reservation system to overbook with prior approval from the Reservation Sales Manager.es
标准:
为了使饭店利润最大化，基于存在 预订未到， 取消和提早离开的
情形，酒店会在“无 保 证 预 订 ”的条件下允许已经超过酒店基本
房数的预订。
超预订的房数量将根据预订未到，取消和不可预计的提前离开等
数据并由前厅经理和预订部经理联合决定。
只有预订部主管在得到预订部经理同意的前提下才能超卖房间。
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 situation of overbooking, how can we handle this situation?