Jetblue Reservation Attendants Training Plan

Webster University

George Herbert Walker School of Business and Technology

Flying the Friendlier Skies – JetBlue

By

Tammy Basson

Instructor: Jeffrey Atwood, Ed.D.

HRDV-5000—Introduction to HRD

22 January, 2016

Running Head: DEVELOPING A DETAILED LESSON PLAN                                                  1

     A lesson plan is a trainers detailed guide to convey the training content from step one to the final task. Creating a lesson plan will assist a trainer in presenting the content in an organized and timely manner. Lesson plans have details that specify exactly what topics will be covered, the sequence of events/activities, selection of training media, time hacks and planning of individual activities and methods of instruction.

     This task is for developing a lesson plan for JetBlue Airlines for 30 newly hired airline reservation agents. Training will be conducted and held over a 3-day period. The program objective is to provide the new agents with the appropriate customer service skills, reservation agent computer program skills, and JetBlue organizational knowledge to complete their jobs in a timely fashion.

Detailed Lesson Plan

Program Title: JetBlue Airline Reservation Agents Training Seminar

Objectives of this lesson: At the end of the 3-day seminar trainees should be able to obtain flight schedules, prices, itineraries, be able to complete, update, modify or cancel reservations. Handle all situations with proper customer service and care and be familiar with Corporate Responsibility and JetBlue Bill of Rights. JetBlue Airways is dedicated to bringing humanity back to air travel. We strive to make every part of your experience as simple and as pleasant as possible.

Preparation Required:

Physical environment: The JetBlue lodge, Orlando Support Center and Training Facility. Reservation Agent training room 101

Equipment and materials: 31 computers loaded with the JetBlue reservation agent program, with trainee projection capability. 31 headphones, JetBlue training manual, pens, paper.

Instructor:  Ms J. Blu

Trainees: 30 newly hired reservation agents

Running Head: DEVELOPING A DETAILED LESSON PLAN                                                  2

Time    _                Activity ________________         ________Instructor/Trainer Activity__

Monday                  Meet and Greet with continental breakfast

0730-0800_____________________________________________________________________

0800-0815               Introduction of trainer, Mrs J. Blu. Classroom policies,

                                emergency exits, Bathrooms, contact information    

                                and class schedule

______________________________________________________________________________

0815 – 0900           Icebreaker questions. What makes JetBlue special?          Class discussion

______________________________________________________________________________

0900-1030              Introductions to JetBlue Airways, About us,                       Powerpoint

                               Organizational Profile summary                              

______________________________________________________________________________

1030-1045              BREAK

______________________________________________________________________________

1045 – 1200           Where we Jet, upcoming new routes, getaways,                 Powerpoint

                               flight services & perks, deals & True Blue

______________________________________________________________________________

1200-1300             BREAK/CATERED LUNCH                                               Social/Break

______________________________________________________________________________

1300 – 1400          Intro to Reservation Agent computer program       Computer/projection/notes

                              intro knowledge, logging in, where to start,            Participation/questions

                              routes

______________________________________________________________________________

1400 – 1530         Reservation process Part I. 1-way, Round-trip,        Computer/projection/notes                  

                             and multi-stop flights                                                 Participation/questions

______________________________________________________________________________  

1530 – 1545        BREAK

______________________________________________________________________________

1545 – 1630         Making reservation Exercise – Schedule all 4 flights      Handout

                             using shortest flight time and price                             Participation/questions

______________________________________________________________________________                                                

1630-1700           Room/terminals open for practice/questions                     Practice time

                                                                                                                       Participation/questions

             ------------------------------------------------------------------------------------------                            

TUESDAY

0730 – 0800          Bagels and coffee

______________________________________________________________________________

0800-1000            Customer Service skills, patience, understanding, clear         Powerpoint/notes

                          communication, knowledge and empathy, telephone etiquette.  Video

Running Head: DEVELOPING A DETAILED LESSON PLAN                                                  3