OBEROI HOTELS AND RESORTS

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

FRONT OFFICE OPERATIONS FO I 12 IDENTIFY GUEST ROOM NUMBER USING CONTROL 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-REQUISITE SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT 1 Fidelio terminal Identify guest room number using Control F7 key Know how to identify guest room using Control F7 key on Fidelio Identify guest room if name is known using Control F7 None None Trainer and trainee to be side by side MATERIALS None AUDIO-VISUAL AIDS None

LESSON PLAN Ice breaker Link back

IDENTIFY GUEST ROOM NUMBER USING A ATTENTION CONTROL F7 KEY 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

Discuss situations in which a guest may not remember his room number since s/he travels so much.

Objective

By the end of todays class, you will be able to identify guest name using Control F7 key on Fidelio Many times there are situations when we have to ascertain the guest room number when we only know his name, eg: while transferring calls to his room, delivering packages etc. Many times, guests want to know the room number of the friends that they are traveling with. Learning how to use this key will enable you to do answer such queries.

Need

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

B BREAKDOWN
TRAINER DEMONSTRATES

IDENTIFY GUEST ROOM NUMBER USING CONTROL F7 KEY WHY IS THE STEP WHEN DO YOU DONE THAT WAY? KNOW THE STEP IS CORRECT? To recall screen See right screen pop-up

1. Press Control + F7

By pressing Control key and press F7 key Why is it to be simultaneously done?

2. Search guest name

Why do we feed in By punching first 3-4 only a few letters of To obtain a list of letters of guest name the guest name? guests in-house in first line with similar name from which the What can we do if right guest can be the search does not chosen throw any names up?

See list of guests with similar last names pop up on screen Try to put the first few alphabets in the Partial Search option on the pop-up screen and search again

TRAINEE PRACTICES STEPS 1-2 (STAGE 1)

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?

3. Read guests room no.

By making selection from the list based on the correct spelling of the guest name matching first name looking at left hand side of the screen

How do you select To get correct the right guest from room number the list?

See details match

What can be done if the name does not match completely and there is still some doubt in our mind?

Obtain other qualifying information like company/ travel agent affiliation, if name does not match conclusively

TRAINEE PRACTICES STEP 3 (STGE 2)

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

IDENTIFY GUEST ROOM NUMBER USING CONTROL 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): Which part of the guest name do you feed in the key to check for guest room number? What will you do if the name does not match completely with any name in Fidelio?

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.