Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: Toll free number is another service provided to the guest to making booking method more convenient.

开场白： 为了使客人订房更为方便， 免费电话是我集团提供给客人的另一种服务。

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 course should be divided into two parts:

这节课会分为二个部分来讲解：

1. Procedure of handling international enquirer

处理国际长途电话的程序

2. Offer toll free number

提供客人免费电话

Divided trainee into two group

将学员分成两组

Discuss how to handle international enquirer

讨论如何处理国际长途电话来电

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：

Guest want to book other sister hotel, but want to know some information firstly, then we offer this guest our group’s toll free number.

一位客人想订其他姊妹酒店，但想自己先了解一些情况，我们提供给客人免费电话。

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 handling international enquirer

处理国际长途电话的程序

• Offer toll free number

提供客人免费电话