Instructional Module/Training Plan Template
AET/520 Version 3
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University of Phoenix Material
Instructional Module/Training Plan Template
Part I: Vital Information
Author
Juanita C. Clare
Instructional Topic
Central Reservation System (CRS) Training
Instructional Module/Training Plan
Title
Central Reservation System (CRS) for Baderman Island Resorts
Employees
Learning Setting
The course will be delivered in a Web-Enhanced Hybrid or what
is also referred to as Blended Classes. The opportunity to make
use of both online and traditional techniques in a joint effort to
increase learning is what will make this hybrid lesson a
successful learning development. The Web-Enhanced Hybrid
environments will extend tools that help in supporting
understanding. The hybrids will better train students for life after
instruction, and generate lessons that appeal to a variety of
learning styles.
New and existing employees of Baderman Island Resort.
Audience
Delivery Modality (online, hybrid,
face-to-face, and so forth)
Total Time Allotment
Hybrid, both ground and online settings. 2 parts will be
conducted on a training site and the remaining 2 sections will be
delivered online.
4 total hours
Instructional Module/Training Plan
Goal
Generate an enhanced understanding amongst employees of
the Central Reservations Systems implemented and used by
Baderman Island Resort.
Two Performance-Based Objectives
1.
Summative Assessment Description
Assessment 1: Pre-Evaluation
Assessment 2: End of Chapter Quiz
Assessment 3: Post-Evaluation
Employees will be awarded with a certificate establishing
their ability to effectively use the CSR software and
hardware in online, mobile, call center, and centralized
environments.
2.
Staff members will be knowledgeable of reservation
customer service relation’s practices in both call center and
face-to-face atmospheres.
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Part II: Development
Attention Getter
The course will begin on campus and students will
participate in an icebreaker shortly after introductions to
ease any potential awkwardness or tension. The
introduction along with the icebreaker should take about 2030 minutes.
Introduction: Name, Location, years with the company, and
positions held. If no previous positions held within the
company, participants can elect to discuss pervious
employment.
Icebreaker Activity: Autograph Activity- Pre-printed sheets of
paper labeled with work-based traits, company information,
or experiences written on them. Items such as:
 Knows the name of the CEO of Baderman Island
Resorts.
 Knows the names of 2 buildings on Baderman Island
Resorts.
 Has worked with computer programs.
 Has experience working in call centers.
 Can type without looking at the keyboard.
 Speaks more than one language.
 Has taken a hybrid course before.
 Participated in collaborative lessons.
Detailed Input of Content
Each individual will be responsible for finding 2 people that
have encountered the experience, knows the answer, or
has that trait. When found the person must sign next to the
corresponding line.
Lesson 1: Roles and Operations of CRS Staff. Within this
portion participants will be introduced to work descriptions,
company rules, regulations, and company resources that
they can use throughout the duration of the lesson in
addition to while performing their job.
 Employees will understand what their duties are
within the workplace and the expectations.
 Over the course of operations rules are established to
provide fair and just working environments.
Companies are required to perform according to
industry standards and being knowledgeable of
regulations ensures staff adheres to policies used to
protect both customers and clients. Repercussions
and consequences relating to subject will be
discussed.
 Company Resources will help employees navigate
through the company website to locate materials
related to job performance. Resources will also
provide items that extend user benefits.
Lesson 2: CRS Software. This section will permit for
participants to become familiar with and engage in the 3
systems of Baderman Island Resorts.
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• Booking Engine
• Sabre Hotel RFP
• Global Distribution System
Lesson 3: Hardware.
• Headset
Assembly and Use
• Phone Operation
1. Incoming and Outbound calls
2. Transferring Call
3. Extensions
4. Greetings
• Computer Application
General Functions
Lesson 4: Customer Relations. Participants will be
rehearsed in customer service and items needed to satisfy
client needs.
• Building Rapport- As the face and voice of
Baderman Island resorts it is important to instill
values and comfort with new and existing
customers. Building rapport will provide tips and
tricks to ensure that customers are welcomed and
feel comfortable with addressing CRS members.
1. Know the Customer
2. Know the Product
3. Be Informative
4. Be Honest
5. Be Helpful
6. Be Available
• Ask for Feedback- To find a way to service
customers better.
Part III: Implementation
Instructional Strategies
Segment 1: CENTRAL RESERVATION ROLES AND
RESPONSIBILITIES
Indirect- Case studies
An indirect method would serve best within this section
where case studies can reflect cause and effect. Students
are taught legalities and made to use their knowledge to
resolve issues.
Segment 2: SOFTWARE and Segment 3: HARDWARE
Direct- Lecture
Direct practices work within these situations to clearly
illustrate how to properly use required software and
hardware. Having an experienced individual available,
participants can ask questions, ensure items are correctly
operated, and receive instant access to professionals.
Segment 4: CUSTOMER RELATIONS
Indirect- Case studies and problem solving.
Lessons can be developed in an electronic format to
discuss how CRS individuals should conduct themselves.
Interactive- Roleplaying and discussions.
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Formative Assessment
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Provides an opportunity for participants to become more
familiar with interactions and customer service.
Collaborative learning processes extend an ability for
people to view alternate ways to problem solve.
Each of the four segments will contain the following
assessment strategies:
Assessment A: Pre-Evaluation- Making use of Socrative
students will long onto the website and take part in a brief
quiz to determine present knowledge of the subject.
Segment 1: CENTRAL RESERVATION ROLES AND
RESPONSIBILITIES
Support links for CRS can be found by accessing the CRS
______ tab found on the internal company website.
Segment 2: SOFTWARE
It is the responsibility of CRS to connect guest to services
outside of the Baderman Island Resort.
T/F
Segment 3: HARDWARE
CRS personal login Identification Numbers should be kept
confidential.
T/F
Segment 4: CUSTOMER RELATIONS
Instilling value in products and services reduces the trust
between CRS and customers.
T/F
Assessment B: Collaborative End of Chapter Quiz- At the
closing of each chapter students will breakoff into evenly
divided teams where they will participate in a Jeopardy
game based assessment. Questions will be ranked in
values of $100, $200, $300, $400, and $500 according to
difficulty. Making use of this formative assessment will
provide students with a fun method of reviewing and
learning important information while gaging if students have
digested the content. Allowing students to be assessed in
this format creates an environment where they are able to
work together and eliminate some tension prior to the final
exam.
Assessment C: Post-Evaluation- A traditional test will be
given comprised of multiple choice, true or false, fill in the
blank, and short answer items.
Segment 1: CENTRAL RESERVATION ROLES AND
RESPONSIBILITIES
CRS stands for:
a.
b.
c.
d.
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Central Resource Service
Chief Reservation Source
Central Reservation Service
Central Reservation System
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Segment 2: SOFTWARE
Sabre RFP joins buyers with hotels and services for
competitive pricing.
T/F
Segment 3: HARDWARE
The headset must be plugged into the ________ prong of
the telephone device.
Segment 4: CUSTOMER RELATIONS
In a few sentences explain: Why is it important to build
rapport with customers?
Closure
Materials and Resources
Discuss the three sections and how each portion is
connected to job performance. Review the CRS process
and how participants will be selected for positions.
 Complete Syllabus with topics, listed reading
materials, assignments, timeframes, point values,
and grading rubric.
 Prepared PowerPoints based on classroom content.
 Training Manual reflective of course progression.
 Pre-printed sheets of paper labeled with work-based
traits, company information, or experiences written
on them.
 Access to Padlet website so students are able to ask
questions.
 Computer with internet access so that students are
able to follow along with lessons, generated
Socrative quiz, and created Jeopardy game.
 Paper exam with writing materials that permits for test
grading.
 Projector, CD, Telephone, and Headset hardware.
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