OBEROI HOTELS AND RESORTS

T-ASK
TRAINING in ATTITUDES, SKILLS and KNOWLEDGE
STANDARD LESSON PLAN

FRONT OFFICE OPERATIONS FO I 14 USE SHIFT F7 KEY

IMPORTANT
Certified Departmental Trainers are requested to return this document to OCLD if any amendments are made to the Lesson Plan or PREP-sheet, either to improve its delivery or to reflect a particular unit-based operating procedure that may differ from the overall standard. Any such amendment will be evaluated and, if appropriate, incorporated into the original at OCLD. A revised version will then be sent to each hotel so that it can update its library of lesson plans. In some cases a second version of the lesson plan may be required in cases where major differences in approach occur because of the application of a task in a particular brand. CDTs are requested to send brand-specific amendments to OCLD for publication throughout that brand. Your co-operation is requested to ensure true standardisation of quality training across the company.

VERSION: 1 JUNE 2006

PREPARATION, RESOURCES AND ENVIRONMENTAL PLANNING WORKSHEET TASK TITLE TRAINING AIM TRAINING OBJECTIVES PRE-REQUISITES SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT 1 Fidelio terminal None Use Shift F7 key Know how to use Shift F7 key in Fidelio Use Shift F7 key in Fidelio to retrieve Concierge related information Trainee should know how to log into Fidelio Assume trainee is right handed - check Trainer and trainee to have access to Fidelio and stand side by side MATERIALS AUDIO-VISUAL AIDS Sample: Local city guide book

LESSON PLAN Ice breaker Link back

USE SHIFT F7 KEY A ATTENTION Questions about what has been happening to the trainee since last time. Check comfort level with the pace of learning. Ask if the trainee has any questions or problems with the last session, even if that task is not a pre-requisite for the task in this session. Test the trainees recall of the attitudes, skills and knowledge required for any task that is an important pre-requisite for this particular task.

Attention

By asking questions: What is the number of the Oberoi hotels Corporate office in Delhi? How can we make sure that all these numbers are available to us on our fingertips?

Objective Need

By the end of today's session, you will be able to use Shift F7 option of Fidelio to access such information quickly. Shift F7 key has pertinent telephone numbers, information about people and places, registers of DVD inventory etc. Once you become familiar with this key, a whole lot of data will be available to you with which you can work more efficiently to help our guests.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP? 1.Login

NAME OF THE TASK HOW IS THE STEP DONE? By typing your ID and password in the login screen

USE SHIFT F7 KEY WHY IS THE STEP DONE THAT WAY? To access the menu options in Fidelio WHEN DO YOU KNOW THE STEP IS CORRECT? See your ID on the Fidelio screen

B BREAKDOWN
TRAINER DEMONSTRATES Why do we login?

2.Give command

How do you use a By pressing Shift key Shift function key? System procedure See Telephone by the thumb and F7 Book appear on key by one finger screen simultaneously In this case, assume By pressing Enter and you are looking for a To narrow search scrolling using DOWN guide down arrow key Why is information categorized like this? Which category will we select for this information? TRAINEE PRACTICES STEPS 1-3 (STAGE 1) See categories show in subwindow See selected category highlighted by cursor

3.Select relevant category

WHAT IS THE STEP? HOW IS THE STEP DONE?

B BREAKDOWN
TRAINER DEMONSTRATES

WHY IS THE STEP WHEN DO YOU DONE THAT WAY? KNOW THE STEP IS CORRECT?

4. Read information

By navigating To use information See information How can we read the through the appear complete sections on the screen and scrolling information up or down Using information for desired purpose Why should you log off from your ID Privacy Accountability

5.Logoff

By pressing the F8 Key

See the Login screen appear

TRAINEE PRACTICES STEPS 4-5 (STAGE 2)

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

USE SHIFT F7 KEY Ask if trainee has any questions Have the trainee recite the steps verbally

C - CHECK

Questions on any detail not mentioned during the Verbal Check (eg): Why do we have to log on? How do we select categories in Shift F-7? Why do we have to log off?

PRACTICAL CHECK Have the trainee perform the entire task without help and in silence. Ensure only good habits are being practised. Coach if necessary. PRAISE Recognise and appreciate his or her success.

LINK FORWARD

Ask questions to direct trainees attention to either: The task to be covered in the next session AND/OR A task later in the checklist for which todays task is a pre-requisite Reconfirm the venue, day and time of the next session. Encourage and ensure practice on-the-job to develop skills.