OBEROI HOTELS AND RESORTS

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

F&B SERVICE OPERATIONS FB I 20 GUIDE A GUEST TO A SPECIFIC HOTEL AREA

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. CDT s are requested to send brand specific amendments to OCLD for publication throughout the 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
Guide a guest to a specific hotel area Know the correct procedure for guiding guests to hotel areas

Greet guest in the standard manner Acknowledge guest request promptly Accompanying guests to areas

PRE-REQUISITES

The trainee should be well versed with hotel areas The trainee should be confident in interacting with guests

SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT

1 desk 2 chairs The trainer and trainee should be seated at a desk opposite each other An actor will be required for any role plays that the trainer has planned.

MATERIALS
None

AUDIO VISUAL AIDS

None

LESSON PLAN Ice breaker Link back

GUIDE A GUESTS TO A SPECIFIC HOTEL AREA

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: How do you feel when you have to find your way in a new place? Dont you wish that somebody were there to show you the way?

Objective Need

By the end of this session, you will be able to guide guests to any hotel area in the standard way Guests are not as familiar with the different areas of the hotel as we are. Therefore, when a guest asks for directions, it does not suffice to just give him directions since the guest is not aware of the reference points that we use. Hence it is important for you to know the correct procedure for this task.

TASK ANALYSIS WORK SHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

B BREAKDOW N
TRAINER DEMONSTRATES

GUIDE A GUESTS TO A SPECIFIC HOTEL AREA WHY IS THE STEP WHEN DO YOU DONE THAT WAY? KNOW THE STEP IS CORRECT?

1. Greet the guest

By using standard phrase: Good (time of day), may I assist you?

What is the standard phrase we use to greet guests?

Hotel standard Courtesy

Hear positive guest response Hear guest request

2. Offer to accompany

By saying Allow me to accompany you Mr/s (guest name) to the (place requested)

Why do we offer to accompany the guest? What if the guest declines offer to accompany?

Courtesy and politeness

See positive guest reaction

Give directions in a clear and crisp manner using reference points that guest has seen.

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?

3. Lead the way

Allowing guests to pass through any doors on the way while you keep them open Walking at a pace that is easy for guest to match By talking about guests stay in the hotel and the city

Why do we lead the way?

The guest does not know the way

See guest following you

4. Interact with guest

Why do we need to talk with the guest at this time?

What should you do with the feedback received from the guest? TRAINEE PRACTICES STEPS 3-4 (STAGE 2)

To avoid awkward silence between guest and you Gives opportunity to get feedback that can be corrected

Hear the guest responding positively.

Inform shift incharge for necessary action

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

GUIDE A GUESTS TO A SPECIFIC HOTEL AREA 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 escort guests instead of giving directions? What should we talk about when accompanying the guest to the desired area?

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. 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.

PRAISE LINK FORWARD