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1、.天马行空官方博客： ；QQ:1318241189；QQ群：175569632A HOTELXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task:CI & M Inquiry任务:会议及宴会预订需要Code序号:RM-RES-D190Objectives:At the end of this session, Reservations Sales associates will be able to handle CI & M business inquiries only as the first point of contact when such inqui
2、ries are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over.目的:在课程结束的时候，所有预订部销售文员接听到客人有关于会议及宴会的预订需要的电话时，预订部销售文员在接到电话的第一接触点处理客人的要求，剩余步骤应交由销售部来处理。Standard ：Reservation Sales associates will handle CI & M business inquiries only at the first point of co
3、ntact when such inquiries are received at the Reservation Sales office. Next step is to refer to the Sales Department to take over. During the course of call transfer, the caller is not to be inconvenienced in any way.标准:在预订部办公室中当接听到客人有关于会议及宴会的预订需要的电话时，预订部销售文员只在接到电话的初步接触中处理客人的要求，剩余步骤应交由销售部来处理，在转接过程中
4、不要给客人造成任何不便。 Resources:Flip Chart and Handout 培训器材:白板，白板纸和培训资料Method 培训方式Training Steps培训步骤Time时间Introduction介绍Lecture教学式Prepared on Flip ChartContents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: Sometimes we wi
5、ll meet the situation required conference and meeting.开场白：有时我们会遇到需要会议的要求。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:这节课的主要内容是： CI&M Inquiry handling procedure 有会议要求预订的处理程序Show steps on prepared flipchart. Explain
6、 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。Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.请参与者为客人，给其讲解步骤，作展示之后，回顾白板纸上的内容，并讨论每一个步骤。Each trainee
7、practices first as guest, then as Reservation Sales Agent. 每一个学员先作客人，后作预订部销售文员.Case Example 案例：A reservation required meeting facility以个有会议要求的预订 According the procedure.按照程序。Review Key Points:回顾要点：1. Ask questions and have participant explain the standard and its importance. 提问并请参与者解释标准及其重要性2. Summarize critique points applicable to entire group 总结评估过程中对整组有用的要点3. Reinforce and discuss the point: 加强并讨论以下要点： How do we handle CI&M inquiry ? 怎样处理由会议要求的预订？5 Minutes15 Minutes3 Minutes10 Minutes5 MinutesTotal 38 Minutes*;