Training Outline
- 格式:xls
- 大小:19.00 KB
- 文档页数:4
Section - Reception
Name of Staff 员工姓名: ___________________________
Tasks
Scheduled training安排培训
任务
Date and Time日期和时间
1. General information一般信息
- Location of hotel酒店位置
- Hotel facilities and outlets酒店设施和网点
2. Basic knowledge基础知识
- a. Room type房态
- b. Rate structure 房价体系
- c. Phonetic alphabets
- d. Common forms of forenames 常用房型名称
- e. Source code and rate plan 酒店的价格以及对应的系统代码
3. Computer knowledge - Computer System
计算机知识-计算机系统
- a. Operation menu操作菜单
- b. Guest History (Frequent Stay)客使
- c. Travel Agent Account 旅行社账户
- d. Group Master Account 团队主账账户
4. Operation knowledge操作知识
A. Reservation
预定
- Type of reservation预定类型
- Create reservation创建预定
- Cancel reservation取消预定
- Amend reservation修改预定
- No show reservation预定未到
- Checking room availability 确认可用房情况
- Rate offering 确认房价信息
B. Reception
接待
1. FIT check in 散客办理入住
- a. Walk in 无预定散客
- b. Self booking个人预定
- c. Travel agent booking旅行社预定
- d. STPC
Traning Outline record - Front Office前厅部培训大纲记录
- e. VIP guestVIP客人
- f. Day use 半天用房
2. Group(Preparation / Check in/ Follow up)
团队(操作/入住/跟进)
- a. Travel agent group 旅行团队
- b. Layover 短暂停留
- c. Airlines crew 航空公司
- d. MICE 会议,展览活动
3. Methods of payment 付款方式
- a. Obtain pre-auth code 获得预授权代码
- b. Declined card handling 卡片拒绝交易
4. Modifying folio 客人资料录入
5. Escorting guest and rooming guest 护送客人和住宿客人
- a. VIP guest VIP客人
- b. guest 客人
6. Upselling 销售
- a.Room Type 房型
- b. Breakfast 早餐
7. Room change handling 换房处理
8. Fax handling 传真处理
9. Key issuing procedure 分发钥匙程序
10. Mail handling 邮件处理
11. Morning call handling 叫醒处理
12. Room cut handling 房间钥匙切断
Departmental Trainer : _______________________________________________________________
部门培训师
(Signature)签名
Staff : _______________________________________________________________
员工
(Signature)签名
Concerned department head : _________________________________________________________
部门主管
(Signature)签名
Date of Training completed : __________________________________________________________
培训完成日期
Date日期 : ______________
Sign off when completed
完成签字
(Trainer and staff)
前厅部培训大纲记录
(Printed name)
(Printed name)
(Printed name)