TRAINING PLAN

CRC COASTAL BOOKING TEAMS

Malle Rajangu
 Week I, Day 1 – Intro & Overview
Day Topic Responsible Materials & methods

1 Signing contracts & corporate rules; HR department -

getting keycards; office tour
1 Introduction to training (training Market trainer Presentation, Q&A
process overview, duration, times
and rules)
1 Overview of Hurtigruten Market trainer Presentation
organisation (AS, markets, local
offices, CRC)
1 Overview of Hurtigruten products & Market trainer Presentation, films,
concepts presenting catalogues,
discussion
1 Hurtigruten history Market trainer Presentation, film,
discussion
1 About Norway Market trainer Presentation

1 Norway and Norwegian Nature Market trainer Presentation,

(fjords, Midnight Sun, Northern tables in the catalogue
Lights)
1 Recap & feedback Market trainer Q&A, discussion
Trainees
 Week I, Day 2 –Product knowledge
Day Topic Responsible Materials & methods
2 Port of calls Market trainer Explanation/handouts, ball game

2 timetable in 4 seasons Market trainer Explanation/handouts, questions

2 Life on board/procedures: Market trainer Working with:
Terminal/Safety meeting
Catalgoue, Voyage handbook,
embarkation/disembarkation handling
who is who on board
Trainees Q&A
board language
Meals on board

1-12 Day by day program: Market trainer, Presentation, working with

Itinerary trainees catalogue
Highlights Onboard programs
Q&A and discussions in groups

2 Seasonal onboard programs Market trainer Presentation, films, menus,

Seasonal selling point hand outs

2 Exercise on voyage planning Trainees Individual or group work

(dream voyage/FAM trip)

2 Recap & feedback Market trainer Q&A, discussion

Trainees
 Week I, Day 3 –Product knowledge
Day Topic Responsible Materials & methods

3 Repetition of previous days Market trainer Q&A and discussion in group

Sadamate icebreaker
ALIAS (laevad, kajutid,
discounts, sadamad)
3 Introduction to excursions: Market trainer Explanation of order forms
Codes, difficulty levels, order forms Showing web + web
booking conditions for prebooking and functionalities
booking on board
Min/max number of participants
Duration, Meals during excursion
3 Excursions day by day Trainees Presentations by trainees with
Market trainer added explanations by trainer
Films on vimeo + selling points
Working with excursion
handbook

3 Exercise: adding excursion to dream Trainees Individual or group work

voyage/FAM trip Selecting Top 5 excursions

3 Recap & feedback Market trainer Q&A, discussion

Trainees
 Week I, Day 4 –Product knowledge
Day Topic Responsible Materials & methods
4 Our ships:Codes, on board facilities Market trainer Reading deck plans in catalogue
ship segmentation overview, Ship selling points Trainees Q&A sheets
4 Cabin categories & features Market trainer Presentation
portside/seaside
Working with:
accessible cabins, bunk beds, pet cabins
Descriptions in catalogue
Cabins for baby crib
360° panorama videos in web
Workfile all ships
Cabin categorisation concept
Trainees Q&A sheets
4 Coastal Kitchen Market trainer Seasonal menus
A la Carte dining Trainees Bar and wine menus
Wine, water, beer packages
4 Voyage prices Market trainer Working with price lists in
Flexible pricing model, cabin no surcharge catalogue
EBD conditions
¾ prices, CHD, AMB
Payment terms
4 1893 Ambassador program Market trainer Working with catalogue, web,
(conditions, Journal) Ambassador journals

4 Recap & feedback Market trainer Q&A, discussion

 Week I, Day 5 –Product knowledge
Day Topic Responsible Materials & methods

5 Customer segmentation Market trainer Presentation

Selling excursions per customer segments Q&A sheets on excursions
5 Ship segmentation Market trainer Presentation
LO – classic ship
NN, NL, NK – Coastal expedition ships

5 Presenting individual/team work Trainees Presentation by trainees

(dream voyage/FAM trip)
5 Short voyage, local transport Market trainer Explanation
Conditions, prices, discounts Working with ruteplan/booking
protocoll
5 Overview of Explorer products Films in vimeo

5 Repetition questions regarding all what has Market trainer Repetition questions as team work
been handled so far Q&A and discussion
Preparing for product test

5 Knowledge assessment: PRODUCT TEST Market trainer 30 questions with free answers.
Carried out on Day 5 Pass mark 90%
or 1st day of booking system training
 System training
What is/are... ?
Responsible Market trainer
System training NO market 1-1,5 weeks
duration UK market 2,5-3 weeks
DE market 2,5-3 weeks
Systems covered Booking system (PG); CRM (Salesforce), Outlook, info.hurtigruten, Intranet, WEB
Training content System training is mixed with extensive product explanations, especially for
products, which were not covered during Product knowledge week:
Arrival & departure packages: Flights, Hotels, Transfers, Rail, Ferry (DE only)
Tours (DE, UK), Pre&Post, Special offers, Insurance (DE only)
Sales skills and handling of call flow is integrated into training content.
Workflow within CRC, booking handling flow (from reservation to documents)

Training method for 1. Trainer explaines and shows in PG

booking training 2. Trainer and trainees exercise/book together step by step
3. Trainees book on their own, trainer assists
Training files/ Booking steps manual, Booking protocolls (market specific),
Handouts Booking tasks
Further resources Catalogues, info.hurtigruten, websites of HR & suppliers, films, presentations
Training Result Trainees are able to:
book all products on sale (from catalogue and special offers)
understand handling workflows
modify and cancel existing bookings
Knowledge Certification test consists of booking tasks and questions. Pass mark 90%
assessment
 Nesting
Responsible Reservation team leaders & Market trainer
Duration of Nesting 1 week
Systems covered Apect (phone system), sheduling system
Nesting Activities Listening to the calls
Individual training/coaching
Handling e-mails and taking outbound calls based on the e-mail
Taking brochure request calls
Start taking live calls next to the experienced agents
Training approach Sales & telephone skill training
Assigned mentors for new agents
Recap with Q & A at the end of each day
Training Result During the nesting period agents will settle into their roles as sales agents,
prepare their work stations, get first experience in taking calls

Knowledge assessment Test call made by experienced colleague. Pass mark 80%
1st call coaching done by trainer/team leader
 Continuos training after going online
Activity Responsible
Call coaching Reservation team leader
Value training CEO
most often presented already during newhire training
period

Follow Up Training Sessions to cover advanced Market Trainer

topics and handle questions
Team update trainings Market Trainer

Work shadowing in other departments: WFM to shedule in

Respective Team leader to host
Documentation team (Tickets, Rail team, Hotel)
Airteam
Emergency Handling team