Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As a Reservations Sales Agent, we will meet the situation of overbooking, how can we handle this situation?

开场白： 作为一名预订部销售文员我们有时会遇到超卖房的情形，我们应当怎样处理呢？

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 course should be divided into three parts:

这节课会分为三个部分来讲解：

1. Procedure of handling overbooking

       处理超额预订的程序

2. Room type which can’t be overbooked

       哪些房间不能超卖

3. If further overbooking is not permissible offer alternatives

       如果超额预订已经到了不再允许的地步，

        为客人提供其他选择

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。

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 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：

During superior room type overbooking periods, handle a reservation (suggest we upsell executive floor and suite.)

在标准间超额预订的情形下，客人要求订一间房。(建议促销到行政楼层和套房)

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：

• Suites and apartment will not be overbooked at any time

      套房和公寓在任何时候都不能超额预订

• If further overbooking is not permissible offer alternatives of other room type or waitlist.

       如果超额预订不再允许时提供客人

      其他选择如, 其他房型或等候名单。