下班程序、早班程序培训纲要

TRAININGACTIVITYOUTLINE培训活动纲要Task:EndofShiftProcedures/MorningShiftProcedure任务:下班程序/早班程序Code序号:RM-RES-A010/RM-RES-A020Objectives：Attheendofthissession,ReservationSalesassociateswillbeabletoensureproperprocedureswillbefollowedduringtheendofeachshiftandmorningshift目的:在课程结束的时候，预订部销售文员应清除的知道上班，下班正确的程序Standard：ReservationSalesassociateswillberesponsibletoensureallreportsarepreparedby8:30amandallsamedaybooking/traceareprocessedatthebeginningofshift.ReservationSalesassociateswillcompleteallhis/herdailydutiesandtasksbeforetheendofeachshift.AllreservationsreceivedduringthedayandallexpectedarrivalsforthefollowingdayshouldbeproperlyprocessedinOpreabeforetheshiftends.标准:所有预订部销售文员上早班时要确保在早上8：30之前将所有所需报表打印完毕，并及时处理当日预订和跟踪报表。预订部销售文员有责任在下班前将所有工作已完成。将当日与以后抵达的预订输入Oprea中。Resources:FlipChartandHandout,ComputerwithOpreaterminal培训器材:白板，白板纸和培训资料，带有Oprea终端的电脑Method培训方式TrainingSteps培训步骤Time时间Introduction介绍Lecture教学式F/P1(P)Contents内容Lecture&Explanation教学式与讲解OHP(P)Leteverybodyhavechancetospeak.让每人都有讲话的机会TestShow“W.I.F.M”(Objectives)显示课程目的Prologue:AsaReservationsSalesAgenthowtopresentourprofessionalstyleandefficiency,weshouldhavesameproceduretofollowup.开场白：作为一名预订部销售文员我们怎样展示我们的专业风范和高效率，我们应该有统一的标准遵循。Sotheobjectivesofthissessionis:…(RefertoObjectivesofthisS&P)今天这堂课的目的是：（参考标准与程序〕ThecourseshouldbedividedintoTwoparts:这节课会分为二个部分来讲解：Theendofshiftprocedure下班的程序Themorningshiftprocedure早班的程序ShowstepsonpreparedOHP.Explainreasonforeachstep.Asktraineestocommentandquestiononeachstep.将所有程序的主要内容事先写在准备好的透明胶片上，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。5Minutes15Minutes5MinutesMethod培训方式TrainingSteps培训步骤Time时间测验Summary总结DeliverHandout(P)分发资料Whatthemainjobinmorningshift?早班的主要工作是什么？Noshow/tracereportcheckformorningshift.早班要察看预订未到和跟踪报表Whatthemainjobinendshift?晚班的主要工作是什么？PasscorrespondencetoFrontofficeinendshift.晚班要在下班前将所有与前台有关的资料送至前台ReviewKeyPoints:回顾要点：Reinforceanddiscussthepoint:加强并讨论以下要点：Noshow/tracereportcheckformorningshift.早班要察看预订未到和跟踪报表PasscorrespondencetoFrontofficeinendshift.晚班要在下班前将所有与前台有关的资料送至前台Total25Minutes