Printed on: 7/21/2018 Page 1 of 2THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店上海瑞吉红塔大酒店 TRAINING ACTIVITY OUTLINE 培训活动纲要培训活动纲要Task:Taking Message 任务任务:电话留言Code 序号序号:RM-RES-A090Objectives： At the end of this session reservations sales agent will be knowing the procedure of taking message. 目的目的:在课程结束的时候预订部销售文员应懂得电话留言的程序。Standard ： In all situations that a caller is unable to have their call connected to his/ her requested destination, Reservation Sales Agent will offer to take a message. All messages will be recorded accurately and delivered within 10 minutes. 标准标准:如来电所找的人不在时，预订部销售文员应准确无误记录来电内 容，并在 10 分钟内将留言单交给相关人员。Resources:Flip Chart, Handout and computer with Oprea terminal. 培训器材培训器材:白板，白板纸，培训资料和有 Oprea 终端的电脑。Method 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间Introduction 介绍 Lecture 教学式Prepared on Flip ChartContents 内容 Brainstorms 集思广益Show “ W.I.F.M” (Objectives) 显示课程目的 Prologue: As a Reservations Sales Agent sometimes we need provide taking message service for the guest. 开场白： 作为一名预订部销售文员我们有时需要向 客人提供留言服务。 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： Procedure of taking message.留言的程序。What information we should record when we taking message?5 Minutes2 MinutesMethod 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间Lecture & Explanation 教学式与讲解Demonstration 展示Practice - Role Play 练习 角色扮演Critique 评估Summary 总结我们留言时应记录那些内容？Show steps on prepared flipchart. Explain 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。1.Demonstrate in Oprea how to leave message在 Oprea 中展示如何留言。 2.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。1.Each trainee practice.每个学员练习。 2.Each trainee 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 案例案例： A guest call to an in house guest who is not in the room at the moment, taking message for the guest. 一位客人打电话給一位住店客，但这个客人目前不在 房间，帮助客人留言。 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： Procedure of taking message.留言的程序。15 Minutes3 Minutes10 Minutes5 MinutesTotal 40 Minutes