Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As a Reservations Sales Agent if we meet the restaurant requirement how we handle it?

开场白： 作为一名预订部销售文员如果接到有餐厅的预订要求我们怎样处理？

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 handling restaurant booking.

        处理餐厅预订的程序。

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：

A guest book a accommodation with requirement for restaurant .

客人预订房间同时要订一个餐厅。

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：

• Information we should request when guest need a restaurant booking.

       当客人需要预订餐厅时我们需要询问哪方面的

       问题。