Here's a suggested Moodle course layout for the "Assistant Reservation Manager Onboarding

Program". The course is structured into sections to guide new hires through different aspects of their
role, blending both technical and soft skills, along with company-specific knowledge.

Course Overview

 Course Title: Assistant Reservation Manager Onboarding Program

 Duration: 4 weeks

 Format: Self-paced with interactive assignments and assessments

 Objectives:

o Understand the role and responsibilities of an Assistant Reservation Manager

o Learn to navigate reservation systems effectively

o Develop customer service and communication skills

o Gain knowledge of company policies, procedures, and compliance standards

Course Sections

1. Welcome & Orientation

 Introduction to the Company

o Company History

o Mission & Values

o Key departments and stakeholders

 Course Objectives & Expectations

o Course timeline

o How to navigate the course in Moodle

o Assessment and certification details

 Meet Your Team

o Video introductions from key team members

  Interactive Quiz: Getting to know your workplace

2. Role of an Assistant Reservation Manager

 Introduction to the Role

o Job responsibilities and expectations

 Daily Tasks

o Monitoring reservations, room availability, and rates

o Handling special requests, cancellations, and overbookings

 Key Skills

o Time management

o Multitasking and prioritization

 Interactive Assignment: Scenario-based activity on managing daily tasks

3. Reservation System Training

 Introduction to the Reservation System (e.g., Opera, Amadeus)

o System interface and navigation

o Creating, modifying, and canceling reservations

 Rate and Availability Management

o Setting and adjusting room rates

o Managing room inventory

 Reports and Analytics

o Daily, weekly, and monthly reservation reports

 Video Tutorial: System walkthrough

 Practical Exercise: Practice managing reservations in a sandbox environment

4. Customer Service & Communication Skills

 Introduction to Hospitality Communication

o Professional and empathetic communication with guests

 Handling Difficult Guests

 o Conflict resolution techniques

o De-escalation strategies

 Telephone & Email Etiquette

o Best practices for handling guest inquiries

 Role Play Activity: Handling difficult guest scenarios (video submission)

 Interactive Quiz: Customer service communication skills

5. Policies, Procedures, and Compliance

 Company Policies & Procedures

o Reservation policies (e.g., cancellation, modification)

o Guest privacy and confidentiality

 Compliance Standards

o GDPR and data protection laws

o Accessibility standards

 Interactive Assignment: Case study on handling policy violations

6. Problem Solving & Decision Making

 Common Reservation Challenges

o Overbookings, system errors, and last-minute cancellations

 Decision-Making Frameworks

o Steps to assess situations and make informed decisions

 Interactive Scenario: Handling an overbooked hotel situation

 Assessment: Problem-solving exercise with peer review

7. Team Collaboration & Leadership

 Working with the Front Desk, Sales, and Housekeeping Teams

o How to coordinate with different departments

 Leadership Skills

o Developing leadership qualities as an assistant manager

  Assignment: Group collaboration exercise on solving a complex reservation issue

 Interactive Forum: Share experiences and challenges

8. Final Assessment & Certification

 Final Exam: Comprehensive multiple-choice and scenario-based exam covering all sections

 Certification: Downloadable certificate upon successful completion

 Feedback: Course feedback survey

Additional Resources

 Reading Materials: Company handbook, industry articles

 Video Library: Tutorials and webinars

 Discussion Forum: Open Q&A with instructors

This structure provides a well-rounded onboarding experience with both hands-on practice and
theoretical learning, setting the new Assistant Reservation Manager up for success.

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Here’s a detailed Moodle course breakdown for the "Assistant Reservation Manager Onboarding
Program", outlining the contents and activities for each section.

1. Welcome & Orientation

 Course Introduction (Page)

o Overview of the course, objectives, and timeline.

 Welcome Video (Embedded Video)

o Short introduction from the company’s CEO or HR manager.

 Company Overview (Page/Video)

o History, values, and mission of the company.

 Meet Your Team (Forum)

o Short bios or videos of key team members and departments.

  Interactive Quiz: "Getting to Know the Workplace" (Quiz)

o A short, fun quiz about the company’s history, values, and important locations.

2. Role of an Assistant Reservation Manager

 Role Overview (Page)

o Detailed explanation of job responsibilities and expectations.

 Daily Tasks Breakdown (Checklist)

o Checklist of typical daily tasks: managing reservations, handling cancellations, etc.

 Skills Required for the Role (Page)

o Detailed list of time management, multitasking, and customer service skills.

 Scenario-Based Assignment: "Managing Daily Tasks" (Assignment)

o Upload a written or video response to a real-life scenario where tasks need

prioritization.

 Discussion Forum: "Share Your First Impressions" (Forum)

o Participants discuss what they expect to be the most challenging part of their new role.

3. Reservation System Training

 System Introduction (e.g., Opera, Amadeus) (Page/Video)

o Video walkthrough of the system’s interface and main functionalities.

 Interactive System Tutorial (SCORM Package or Interactive Lesson)

o Guided steps on how to create, modify, and cancel reservations.

 Managing Room Rates and Availability (Page/Video)

o Tutorial on how to adjust rates and manage room inventory.

 Reservation Reports & Analytics (Page)

o Explanation of how to pull daily, weekly, and monthly reports.

 Practical Exercise: "Reservation Management Simulation" (Assignment)

o Practice activity where learners manage reservations in a sandbox environment.

 Interactive Quiz: "Reservation System Mastery" (Quiz)

o Short quiz to assess proficiency in navigating and using the reservation system.
4. Customer Service & Communication Skills

 Introduction to Hospitality Communication (Page)

o Overview of effective communication skills for hospitality.

 Handling Difficult Guests (Interactive Lesson/Video)

o Video lesson or role-play scenarios on conflict resolution and de-escalation strategies.

 Email & Telephone Etiquette (Page)

o Guidelines and best practices for professional guest communication.

 Role Play Submission: "Handling a Difficult Guest" (Assignment)

o Learners submit a video or written response handling a difficult guest situation.

 Interactive Quiz: "Effective Communication Techniques" (Quiz)

o Scenario-based quiz on proper communication and conflict resolution strategies.

5. Policies, Procedures, and Compliance

 Company Policies & Procedures (Page)

o Detailed breakdown of reservation, cancellation, and privacy policies.

 Compliance Overview (Page/Video)

o Explanation of GDPR, data protection, and accessibility standards.

 Case Study Assignment: "Policy Violation Handling" (Assignment)

o Interactive assignment where learners deal with a policy violation scenario.

 Interactive Quiz: "Compliance and Policy Knowledge" (Quiz)

o Quiz covering essential policies and compliance regulations.

6. Problem Solving & Decision Making

 Common Challenges in Reservation Management (Page)

o Explanation of typical challenges like overbookings and system errors.

 Decision-Making Framework (Page/Video)

o Introduction to decision-making techniques (e.g., STAR method).

 Interactive Scenario: "Handling an Overbooked Hotel" (Assignment)

 o Scenario where learners must make decisions on handling overbookings.

 Peer Review Activity: "Problem-Solving Exercise" (Workshop)

o Learners solve a problem and provide peer feedback on solutions.

7. Team Collaboration & Leadership

 Cross-Department Collaboration (Page)

o Breakdown of how to coordinate with the Front Desk, Sales, and Housekeeping.

 Leadership Skills Development (Page)

o Tips on developing leadership qualities as an assistant manager.

 Group Project Assignment: "Collaborative Reservation Issue" (Assignment/Workshop)

o Group activity to solve a complex reservation issue and submit a team report.

 Interactive Forum: "Teamwork Challenges" (Forum)

o Discussion forum for learners to share their experiences working with teams.

8. Final Assessment & Certification

 Final Exam: Comprehensive Exam (Quiz)

o Multiple-choice and scenario-based exam covering all course sections.

 Course Feedback Survey (Feedback)

o Anonymous course feedback form.

 Certificate of Completion (Certificate)

o Downloadable certificate for successful learners.

Additional Resources

 Reading Materials (Folder)

o Collection of company handbooks, industry articles, and helpful resources.

 Video Library (Page)

o A selection of relevant tutorials and webinars.

 Open Discussion Forum (Forum)

o General forum for Q&A, allowing learners to engage with instructors and peers.
This Moodle course breakdown organizes content effectively, using a blend of multimedia, interactive
assignments, and assessments. It ensures that learners gain both the knowledge and hands-on
experience needed to excel as an Assistant Reservation Manager.

4o

Here's the course content breakdown for the "Assistant Reservation Manager Onboarding Program".
This breakdown categorizes the course into its specific learning components, detailing what content will
be covered in each section. It focuses on the key concepts, learning activities, and types of assessments.

1. Welcome & Orientation

 Content:

o Overview of the company: mission, values, and departments.

o Orientation video: Introduction to the team and company culture.

o Course objectives, timeline, and expectations.

 Activities:

o Forum introduction: Learners introduce themselves.

o Interactive quiz: Basic questions on company history and values.

 Assessment:

o Completion of the orientation quiz and forum post.

2. Role of an Assistant Reservation Manager

 Content:

o Detailed breakdown of job responsibilities (managing reservations, coordinating with

departments).

o Overview of day-to-day tasks: Checking reservations, handling cancellations, and rate

management.

o Required skills: Time management, communication, and multitasking.

 Activities:

o Scenario-based assignment: Prioritize daily tasks (role-playing different challenges).

o Forum discussion: Share anticipated challenges of the role.

  Assessment:

o Assignment submission with feedback from course instructors.

3. Reservation System Training

 Content:

o Introduction to the reservation system software (e.g., Opera, Amadeus).

o Navigating the system: Creating, modifying, and canceling reservations.

o Managing room rates, availability, and inventory.

o Generating reservation reports and analytics.

 Activities:

o Interactive tutorials: Step-by-step guided lessons on system usage.

o Practical exercise: Using the sandbox environment to practice managing reservations.

o Video tutorial: Managing complex reservations and system troubleshooting.

 Assessment:

o System proficiency quiz.

o Hands-on practical exercise submission.

4. Customer Service & Communication Skills

 Content:

o Best practices for guest communication: Empathy, active listening, and professionalism.

o Techniques for handling difficult guests and managing complaints.

o Email and telephone etiquette in a hospitality setting.

 Activities:

o Role-play activity: Learners handle a guest complaint via video or written submission.

o Discussion forum: Share insights on good and bad customer service experiences.

 Assessment:

o Role-play video submission: Assessed on communication skills and professionalism.

o Interactive quiz on customer service techniques.

5. Policies, Procedures, and Compliance

 Content:

o Company-specific policies: Reservation, cancellation, and modification procedures.

o Compliance standards: GDPR (data privacy), accessibility, and confidentiality.

o Handling policy violations: Examples and case studies.

 Activities:

o Case study: Learners solve a scenario involving policy violations.

o Reading materials: Company handbook on policies and compliance standards.

 Assessment:

o Case study assignment submission: Review by peers or instructors.

o Compliance and policy quiz.

6. Problem Solving & Decision Making

 Content:

o Common challenges faced by Assistant Reservation Managers: Overbookings, system

errors, etc.

o Problem-solving frameworks: STAR method for handling guest issues.

o Decision-making in high-pressure situations.

 Activities:

o Scenario-based activity: Learners are presented with a hotel overbooking situation and
must make decisions.

o Peer review: Learners provide feedback on each other's decisions.

 Assessment:

o Submission of problem-solving exercise: Reviewed by peers and instructors.

7. Team Collaboration & Leadership

 Content:

o Working with cross-functional teams: Coordination with front desk, housekeeping, and
sales teams.

o Leadership skills: How to lead a team and make decisions as an assistant manager.
  Activities:

o Group project: Collaborative exercise to resolve a complex reservation issue

(coordination between teams).

o Forum discussion: Learners discuss teamwork challenges.

 Assessment:

o Group project submission: Graded on collaboration and problem-solving.

o Peer evaluation of teamwork.

8. Final Assessment & Certification

 Content:

o Comprehensive review of course content, covering reservation systems, customer

service, compliance, and problem-solving.

 Activities:

o Final exam: A combination of multiple-choice questions and scenario-based

assessments.

 Assessment:

o Final exam results: Certification awarded upon successful completion.

o Feedback survey for course improvement.

Additional Resources

 Content:

o Company handbook and industry articles on hospitality management.

o Video tutorials on advanced reservation system features and industry trends.

 Activities:

o Open discussion forum for ongoing learner interaction and Q&A.

o Suggested readings for deeper learning and industry best practices.

This breakdown provides a detailed view of the course content and learning activities for the "Assistant
Reservation Manager Onboarding Program," ensuring that learners gain essential knowledge and
practical experience for their role.