OBEROI HOTELS AND RESORTS

T-ASK
TRAINING in ATTITUDES, SKILLS and KNOWLEDGE STANDARD LESSON PLAN HOUSEKEEPING OPERATIONS HK I 02 HAND 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 SPECIAL NOTES Hand over a shift Know the procedure of handing over shifts Hand over the current shift to the next shift as per the standard hotel procedure Trainee should have completed training in taking over a shift

Trainer and trainee should visit the following areas ENVIRONMENTAL FACTORS

Trolley (section) Section pantry

Housekeeping desk the trainer and trainee stand side by side at the manned desk EQUIPMENT Trolley Keys Pager Coffer MATERIALS Section Book Log Book AUDIO VISUAL AIDS None

LESSON PLAN HAND OVER A SHIFT Ice breaker Link back

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

Ask the trainee what might happen if a particular shift employee forgets to deposit his master keys or forgets to pass on a guest request? By the end of the class, you will be able to hand over the current shift to the next shift as per the departments procedure You will be able to release your responsibility from shift by handing over the same to the next person You will be able to ensure that you are able to provide service to your guests without being personally present for the same

Objective Need

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

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

B BREAKDOW N
TRAINER DEMONSTRATES

1. Deposit the section keys

By placing the keys in the respective slots of the coffer By filling and signing the key register By informing the desk person

Control key handling Proper storage Updated records Security

See that the section keys are hanging in respective slots See all columns in the key register are duly filled See that desk person is informed

What is the importance of depositing the keys?

2. Deposit the pagers

By placing the pagers in the allotted slots By filling and signing the register By informing the desk person

What is the need for depositing the pagers?

Control on pagers Proper storage Records

See that the pager is kept in the allocated slot on the coffer See all columns in the register are filled See desk person is informed WHEN DO YOU KNOW THE STEP IS CORRECT? See that all the important messages are written with proper date, time and shift See that the messages have been signed by the employee

TRAINEE PRACTICES STEPS 1-2 (STAGE1) WHY IS THE STEP B DONE THAT BREAKDOWN WAY? TRAINER DEMONSTRATES Why do we need to write log messages?

WHAT IS THE STEP?

HOW IS THE STEP DONE?

3. Log down important messages

By writing important messages for next shift in the log book

Ensure proper communication Ensure guest requests/prefere nce are met

4. Communicate information

By verbally communicating very important information to the next shift

What is the importance of communicating to front office?

Guest preferences Guest complaints Any other information

See that all details are informed to the right person

TRAINEE PRACTICES STEPS 3-4 (STAGE 2)

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

HAND 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 it important to handover section book? What is purpose of maintaining a logbook?

PRACTICAL CHECK

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

PRAISE

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.