OBEROI HOTELS AND RESORTS

T-ASK
TRAINING in ATTITUDES, SKILLS and KNOWLEDGE STANDARD LESSON PLAN HOUSEKEEPING OPERATIONS HK I 01 TAKE OVER A SHIFT
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 JANUARY 2006

PREPARATION, RESOURCES AND ENVIRONMENTAL PLANNING WORKSHEET

TASK TITLE TRAINING AIM TRAINING OBJECTIVES PRE-REQUISITES Trainee should know/have prior knowledge about various shifts in the department SPECIAL NOTES ENVIRONMENT FACTORS Trainee is assumed to be righthanded Trainer and trainee to stand side-by-side at the housekeeping desk with the desk attendant MATERIALS Log Book - format AUDIO VISUAL AIDS
None

Take over a shift Know the procedure for taking over the shift Take over the current shift from the previous shift as per the standard hotel procedure

EQUIPMENT Keys Pagers Coffer

LESSON PLAN Ice breaker

TAKE OVER A SHIFT

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.

Link back

Attention

Question the trainee as to how he would react to a particular situation without having complete information on it? By the end of todays class, you will be able to take over a shift from the previous shift as per the departments standards

Objective

Need

You will be able to take responsibility of items like keys, pagers etc. You will be able to create guest wow and have your name on guest questionnaire by following up on guest requests/important messages

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

TAKE OVER A SHIFT WHY IS THE STEP DONE THAT WAY? WHEN DO YOU KNOW THE STEP IS CORRECT?

B BREAKDOW N

1. Count the keys

By counting all keys in the coffer By checking the key register

TRAINER DEMONSTRAT ES Proper control on keys Why is checking of Ensure safety keys done? and security Records are maintained Proper pager handling Pagers are not misplaced

See that section keys are hanging on corresponding slots See key register is filled-in See that the counted number tally with the actual number See the register is duly filled-in

2. Count the pagers

By counting all the pagers and ensuring that all are in working condition By tallying the counted numbers with the actual numbers

TRAINEE PRACTICES STEPS 1-2 (STAGE 1)

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOW N
TRAINER DEMONSTRATES

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

3. Read the log messages

By reading log book By reading white board What is the importance of logbook?

Better communication Quick follow ups done Meet guest preferences

See all important messages have been taken down See that the message has been signed by the receiver See all the details have been read properly See that the message has been signed by the receiver

4. Read the section book

By reading the section book for maintenances

Take action/follow-up regarding guest messages Take action/follow-up regarding maintenances

TRAINEE PRACTICES STEPS 3-4 (STAGE 2)

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

TAKE OVER A SHIFT 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 checking of keys done? Why is pantry/trolley checked?

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.