OBEROI HOTELS AND RESORTS

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

FRONT OFFICE OPERATIONS FO I 18 OFFER USE OF HOTEL ITEMS EG: WHEELCHAIR, HOTEL UMBRELLAS
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 Offer use of hotel items eg: wheelchair, hotel umbrellas Know how to offer use of hotel items such as wheel chairs and umbrellas to guests Check availability of item Handover item to guest Recording the issues in the logbook and Fidelio Receive items back from guests Update logbook and Fidelio

TRAINING OBJECTIVES

PRE-REQUISITES SPECIAL NOTES ENVIRONMENTAL FACTORS EQUIPMENT

The trainee should have attended class on basic Fidelio operations None Seating arrangement for two, side by side MATERIALS AUDIO-VISUAL AID None

2 Computer terminals with Fidelio None 1 Logbook/errand sheet

LESSON PLAN Ice breaker Link back

OFFER USE OF HOTEL ITEMS EG: WHEELCHAIR, A- ATTENTION HOTEL UMBRELLAS 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: Have you seen hotel umbrellas? Why are they kept here? Who can use them? How do we keep a control on such items?

Objective Need

By the end of todays session you will be able to issue and record items such as wheelchairs and umbrellas. These items are kept in the hotel to take care of any needs that the guest may have in this location. It is therefore, important for you to be aware of what all we can offer, and how should it be issued to the guest. Learning this task will ensure that you can keep a control over these items so that they are available when they are required.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP? 1. Ascertain availability

NAME OF THE TASK

OFFER USE OF HOTEL ITEMS EG: WHEELCHAIR, HOTEL UMBRELLAS WHY IS THE STEP DONE THAT WAY? WHEN DO YOU KNOW THE STEP IS CORRECT? See requested items in store

HOW IS THE STEP DONE? On receiving the request By checking in bell desk storage area

B BREAKDOWN
TRAINER DEMONSTRATES Where are the umbrellas and wheelchair stored? What should we do if the requested item in not available? Why do we record these details?

To make sure the requested items are available.

If not available, apologise to guest. Inform expected time of availability. To maintain record in logbook/Fidelio at shift end See guest room number and name match in Fidelio

2. Ascertain guest details

By Asking the guest his name and the room number and the items required Recording in the hotline/errand sheet

TRAINEE PRACTICES STEPS 1-2 (STAGE 1)

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN
TRAINER DEMONSTRATES

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT? See guest acknowledgement

3. Issue to guest By Counting item in front of the guest, if applicable By handing over to the guest 4. Record in the logbook By writing details in logbook eg: Guest name Room number Time taken/ expected back Any other relevant information By Accessing the reservation screen of the guest Writing the items issued in the special message field

Why should we count items in front of the guests?

To double check the quantity and item offered

What information should be recorded in the logbook?

To keep record of the issues To communicate the issue to other shifts

See correct details filled in the logbook as recorded in the hotline/errand sheet

5. Record on Fidelio

Why is this information fed in this field in Fidelio?

To ensure the items are collected before the guest checks out

See information appear on Fidelio

TRAINEE PRACTICES STEPS 3-5 (STAGE 2)

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

WHEN ITEM IS RECEIVED BACK FROM GUEST TRAINER DEMONSTRATES 6. Receive issued item back By Checking the condition. Asking for guest room number Verifying against the logbook or Fidelio Storing at the appropriate place Why do we ask for the guest room number? To ensure every thing has been returned in the right condition See no damage See same number of items as written in the logbook In case there is any discrepancy, bring to guest notice subtly. Inform shift incharge. To communicate receipt to other shifts See the correct name and the room number in the logbook.

What will you do if the item has been damaged?

7. Make entry in register

By writing received in the logbook and signing against it.

Why do we record receipt in the logbook?

WHAT IS THE STEP? 8. Delete from Fidelio

HOW IS THE STEP DONE? By Accessing the reservation screen of the guest Deleting the information from special message fields.

B BREAKDOWN

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT? See appropriate information deleted form the special message field

Why is it important to delete this To ensure that information from this guest is not asked field? about the items at checkout To avoid embarrassment and confusion at checkout TRAINEE PRACTICES STEPS 6-8 (STAGE 3)

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

OFFER USE OF HOTEL ITEMS Eg: WHEELCHAIR, HOTEL UMBRELLAS 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 is it important to write the details in the special messages field?

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 LINK FORWARD Recognise and appreciate his or her success. 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.