团队接待

培训活动纲要

Task ： Group Handling 题目： 团队接待

Code 序号： OH-SM-RM-D101

Objectives： At the end of this session, each trainee will be able to

ensure a highly

Focused approach to handle the group and achieve

the market target.

目的： 课程结束后，每个学员将能够学到高度集中接待团队的方法，

确保

目标市场的实现。

Standard：The sales associate will handle and process all group and co-ordinate

with other departments. Group booking will be handled efficiently and

accurately to ensure smooth operation for all departments conceded.

Special benefits are to be considered to be given to the tour guide if

necessary. The sales associate will inform all departments concerned of

revision on group bookings.

标准： 每一位销售部员工将能够处理和协调团队接待，团队的预订必须有效

和准确，以确保各部门接待顺利，如果有必要团队的领队将给予特殊

的关照，关系到团队预订修改问题销售部员工必须及时通知有关部门。

Resources： LCD, Group Booking Form, Head Projector, White Board 培训器材： LCD，团队预订单，幻灯机，白板

Method 培训方式 Ice Break 打破僵局 Introduction Training Steps 培训步骤 Ask one question: 提问 How will we handling the group reservation? 我们如何处理团队预订？ W.I.F.M 我们将获得什么 Time 时间 2 minutes 5 minutes 介绍 Lecture 讲解 Buzz Group 集体讨论 Lecture F/C 1 And explanation 讲解和解释 Lecture 讲解 Role play 角色扮演 Lecture 讲解 Summary 总结 Handouts 学习资料 The correct use of group booking form will result in high efficiency and convenient for group handling. 清楚填写团队预订单，高效快速接待团队。 First, when we received a group reservation fax, what will we do?( ask trainees) 首先，当我们收到一份团队预订单时，我们该如何去做？ ( 提问学员) Divided trainees in several groups to discuss and then critique after discussion: How do we fill out a group reservation form and send confirmation letter to the travel agency ? 将学员分成几组讨论然后评估。 我们如何填写团队预订单并给客人回复预订？ Answer in Flip chart 1 ➢ Group name 团队名称 ➢ Booking travel agency name 预订旅行社名单 ➢ Arrival time and departure time 到达及离店时间 ➢ Type of room required, i.e. single, double or twin. 房间类型要求，单间或双人间 ➢ Arrival/ departure transport with time, i.e. by train, by air, by bus, etc. 到达及离开间(交通工具)，火车，飞机或汽车。 ➢ Meal information 饮食信息 ➢ Company or agent responsible for group arrangement if applicable 公司及团队负责人 ➢ Exchange rate 兑换率 ➢ Payment 付款方式 ➢ Special request 特殊要求 ➢ Attach reservation fax copy附上预订传真 Note: 24小时之内给旅行社回复确认信。 All standard & Procedure be written in the flipchart and showing to trainees: 所有的标准和程序将在白板上写明并展示给学员。 Group Arrival 团队到达 (use whiteboard 1 written key point) 用白板展示要点 What do we do when the group arrival? Special pay attention: group leader/ tour guide 当团队到达时我们该如何去做？特别注意领队和全陪 W.I.F.M 我们能从中获得什么？ When you know that, you can handle the group check in more smoothly. 当你了解这些，你将能够更顺利的帮助客人登记入住 Review key points 回顾要点 Give an example to show what a correct reservation form is。 给学员展示一份填写非常明确的预订单。 15 minutes 10 minutes 6 minutes 5 minutes 5 minutes Total 61 minutes