Training Steps

培训步骤

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As a Reservations Sales Agent making reservation is our main working.

开场白： 作为一名预订部销售文员处理预订是我们每天主要的工作。

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. Phone Reservation

             电 话 预 定

2. Fax / Letter Reservation

       预 定 传 真 / 预 定 信

3. Same day reservation

       同 天 预 定

Divided the trainee into two groups, discuss the procedure of handling reservation.

将小组成员分成两组讨论处理预订的基本程序。

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 normal reservation(Points: try to cover every step)

一个普通的预订(要点：尝试涵盖所有步骤)

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：

• Fax response must be actioned within 2 hours.

       传真的回复必须在2小时之内完成。

• Same day booking must be actioned immediately and inform Front Office at the same time.

        当天预订应立即完成并立即通知前台。