培訓(xùn)表大全(DOC 374個(gè))50.doc

1、 TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task:End of Shift Procedures / Morning Shift Procedure 任務(wù):下班程序 / 早班程序Code序號(hào):RM-RES-A010 / RM-RES-A020Objectives：At the end of this session, Reservation Sales associates will be able to ensure proper procedures will be followed during the end of each shift and morning

2、shift目的:在課程結(jié)束的時(shí)候，預(yù)訂部銷售文員應(yīng)清除的知道上班，下班正確的程序 Standard ：Reservation Sales associates will be responsible to ensure all reports are prepared by 8:30am and all same day booking/trace are processed at the beginning of shift.Reservation Sales associates will complete all his/her daily duties and tasks before

3、 the end of each shift. All reservations received during the day and all expected arrivals for the following day should be properly processed in Oprea before the shift ends.標(biāo)準(zhǔn):所有預(yù)訂部銷售文員上早班時(shí)要確保在早上8：30之前將所有所需報(bào)表打印完畢，并及時(shí)處理當(dāng)日預(yù)訂和跟蹤報(bào)表。預(yù)訂部銷售文員有責(zé)任在下班前將所有工作已完成。將當(dāng)日與以后抵達(dá)的預(yù)訂輸入Oprea 中。Resources:Flip Chart and Han

4、dout, Computer with Oprea terminal 培訓(xùn)器材:白板，白板紙和培訓(xùn)資料，帶有Oprea終端的電腦Method 培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹Lecture教學(xué)式F/P1 (P)Contents內(nèi)容Lecture & Explanation教學(xué)式與講解OHP(P)Let everybody have chance to speak.讓每人都有講話的機(jī)會(huì)Test 測(cè)驗(yàn)Summary總結(jié)Deliver Handout (P)分發(fā)資料Show “ W.I.F.M” (Objectives)顯示課程目的Prologue

5、: As a Reservations Sales Agent how to present our professional style and efficiency, we should have same procedure to follow up. 開(kāi)場(chǎng)白： 作為一名預(yù)訂部銷售文員我們?cè)鯓诱故疚覀兊膶I(yè)風(fēng)范和高效率，我們應(yīng)該有統(tǒng)一的標(biāo)準(zhǔn)遵循。So the objectives of this session is: (Refer to Objectives of this S&P)今天這堂課的目的是：（參考標(biāo)準(zhǔn)與程序The course should be divided into

6、Two parts:這節(jié)課會(huì)分為二個(gè)部分來(lái)講解： The end of shift procedure 下班的程序 The morning shift procedure 早班的程序Show steps on prepared OHP. Explain reason for each step. Ask trainees to comment and question on each step. 將所有程序的主要內(nèi)容事先寫在準(zhǔn)備好的透明膠片上，逐步作以講解，在講解過(guò)程中要不時(shí)請(qǐng)學(xué)員發(fā)表建議并提問(wèn)。What the main job in morning shift?早班的主要工作是什么？ No

7、 show / trace report check for morning shift. 早班要察看預(yù)訂未到和跟蹤報(bào)表What the main job in end shift?晚班的主要工作是什么？ Pass correspondence to Front office in end shift . 晚班要在下班前將所有與前臺(tái)有關(guān)的資料送 至前臺(tái)Review Key Points:回顧要點(diǎn)：Reinforce and discuss the point: 加強(qiáng)并討論以下要點(diǎn)： No show / trace report check for morning shift. 早班要察看預(yù)訂未到和跟蹤報(bào)表 Pass co