Introduction

介绍

Lecture

教学式

Prepared on Flip Chart

Contents

内容

Brainstorms

集思广益

Lecture & Explanation

教学式与讲解

Demonstration

展示

Practice - Role Play

练习 – 角色扮演

Critique

评估

Summary

总结

(For trainer – try to do this training after Oprea knowledge training)

Show “ W.I.F.M” (Objectives)

显示课程目的

Prologue: As to Reservations Sales Agent handling group is one of the most important work.

开场白： 作为一名预订部销售文员处理团队预订是我们每天的重要工作之一。

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 six parts:

这节课会分为六个部分来讲解：

1.          The procedure of quotation for group requirements based on availability.

基于可卖房基础给予团队报价的程序

2.          The group handling procedure when booking is accepted

当预订接受时团队的处理程序

3.          Preparation before group arrival

团队到来之前的准备工作报告

4.          Large group handling procedure

大团的处理程序

5.          Distribution Procedure

团队的通知程序

6.          Late amendments handling procedure

当日更改的处理程序

What kind of information we need to get when making a group booking?

当客人作团队预订时我们需要问什么样的信息

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：

Group booking from CITS, from Dec12-15,12 peoples, 1 tour guide.

中国国际旅行社的团队12月12-15日，12人，1全陪。

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：

l         The group handling procedure when booking is accepted

当预订接受时团队的处理程序

l         Preparation before group arrival

团队到来之前的准备工作报告

l         Large group handling procedure

大团的处理程序

* Opreapractice will be done in the Oprea knowledge training*

5 Minutes

2 Minutes

15 Minutes

3 Minutes

10 Minutes

5 Minutes

Total 40 Minutes