团队接待

精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料TRAININGACTIVITYOUTLINE培训活动纲要Task：GroupHandling题目：团队接待Code序号：OH-SM-RM-D101Objectives：Attheendofthissession,eachtraineewillbeabletoensureahighlyFocusedapproachtohandlethegroupandachievethemarkettarget.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：Thesalesassociatewillhandleandprocessallgroupandco-ordinatewithotherdepartments.Groupbookingwillbehandledefficientlyandaccuratelytoensuresmoothoperationforalldepartmentsconceded.Specialbenefitsaretobeconsideredtobegiventothetourguideifnecessary.Thesalesassociatewillinformalldepartmentsconcernedofrevisionongroupbookings.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,GroupBookingForm,HeadProjector,WhiteBoard培训器材：LCD，团队预订单，幻灯机，白板Method培训方式TrainingSteps培训步骤Time时间IceBreak打破僵局Introduction介绍Lecture讲解BuzzGroup集体讨论Askonequestion:提问Howwillwehandlingthegroupreservation?我们如何处理团队预订？W.I.F.M我们将获得什么Thecorrectuseofgroupbookingformwillresultinhighefficiencyandconvenientforgrouphandling.清楚填写团队预订单，高效快速接待团队。First,whenwereceivedagroupreservationfax,whatwillwedo?(asktrainees)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)Dividedtraineesinseveralgroupstodiscussandthencritiqueafterdiscussion:Howdowefilloutagroupreservationformandsendconfirmationlettertothetravelagency?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？2minutes5minutes15minutesLectureF/C1Andexplanation讲解和解释Lecture讲解Roleplay角色扮演Lecture讲解Summary总结Handouts学习资料AnswerinFlipchart1Groupname团队名称Bookingtravelagencyname预订旅行社名单Arrivaltimeanddeparturetime到达及离店时间Typeofroomrequired,i.e.single,doubleortwin.房间类型要求，单间或双人间Arrival/departuretransportwithtime,i.e.bytrain,byair,bybus,etc.到达及离开间(交通工具)，火车，飞机或汽车。Mealinformation饮食信息Companyoragentresponsibleforgrouparrangementifapplicable公司及团队负责人Exchangerate兑换率Payment付款方式Specialrequest特殊要求Attachreservationfaxcopy附上预订传真Note:24小时之内给旅行社回复确认信。Allstandard&Procedurebewrittenintheflipchartandshowingtotrainees:所有的标准和程序将在白板上写明并展示给学员。GroupArrival团队到达(usewhiteboard1writtenkeypoint)用白板展示要点Whatdowedowhenthegrouparrival?Specialpayattention:groupleader/tourguide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？Whenyouknowthat,youcanhandlethegroupcheckinmoresmoothly.当你了解这些，你将能够更顺利的帮助客人登记入住Reviewkeypoints回顾要点Giveanexampletoshowwhatacorrectreservationformis。给学员展示一份填写非常明确的预订单。10minutes6minutes5minutes5minutesTotal61minutes