Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As a Reservations Sales Agent sometimes we can meet this kind of situation which a booking cannot be accepted due to either the overbooking of the hotel or a particular room type.

开场白： 作为一名预订部销售文员我们会遇到酒店或某种房型超额预订的情形。

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：

• Procedures of handling waiting list guest and recommend other hotel.

       处理等候名单客人和推荐其他酒店的程序

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。

Demonstrate in Oprea how to make reservation for waiting list guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.

在Oprea中作展示如何作等候名单预订，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 in Oprea

每一个学员在Oprea中作练习。

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：

• Try to sell our hotel first, in the situation which we can’t accept booking, after that recommend other hotel.

        先要促销我们的酒店，在我酒店不能再接受

  订房的情形下再推荐其他酒店。