OBEROI HOTELS AND RESORTS

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

F&B SERVICE OPERATIONS FB I 10 ENTER AND EXIT FROM A GUEST ROOM (GUEST PRESENT)
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. 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-REQUISITES SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT
2 Salver 2 Tray cloth 2 High ball glasses 2 Coaster 2 Tea napkins 2 Glass cover Enter and exit from a guest room (guest present).

To know how to enter and exit of a guest room in the presence of a guest.

Ring the bell, excuse and enter the room, without any noise.
The trainee must be familiar with the location of the rooms.

Check for assistance and walk back in a professional manner according to standards

Trainee is right handed

Trainer and trainee in front of a vacant room. By default assume right hand traineecheck

MATERIALS
2 portion fruit juice

AUDIO VISUAL AIDS

LESSON PLAN Ice breaker Link back

ENTER AND EXIT FROM A GUEST ROOM (GUEST A - ATTENTION PRESENT) 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: Test location of various rooms in the hotel. Have you ever entered a guest room? How many times would you ring a doorbell before entering the guest room?

Objective Need

At the end of todays session you will know the procedure to enter and exit a guest room in the presence of a guest. Privacy is most essential to a guest in his room, hence one need to be aware of the correct procedures to follow when entering a guest room. The above knowledge will further assist you in your training in this department.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

B BREAKDOWN
TRAINER DEMONSTRATES

ENTER AND EXIT FROM A GUEST ROOM (GUEST PRESENT) WHY IS THE STEP WHEN DO YOU DONE THAT WAY? KNOW THE STEP IS CORRECT? Hotel standards Aids guest to peep in through the see through hole. If guest does not open door after the first ring? Hear for bell ring in room. Hear guest acknowledge presence. Repeat the same process twice after a minutes interval between every ring.

1. Ring the door bell.

By pressing the bell switch. By announcing your department (reason for you being there) By standing in front of the door a foot away.

Why do we need to inform the guest? Why should you stand a foot away from the door?

TRAINEE PRACTICES STEP 1 (STAGE 1)

If guest does not open door even after Call up the guest the third ring? from the nearest telephone console and inform the guest that you are waiting outside the room with the order.

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN

WHY IS THE STEP WHEN DO YOU DONE THAT WAY? KNOW THE STEP IS CORRECT?

TRAINER DEMONSTRATES 2. Enter the guest room By wishing him according to time of the day. By seeking permission from guest to enter. By walking in a calm, quite and professional manner. By closing the door behind using door belt without any unwanted noise. By seeking guest preference for placing the order By placing glass on the desired area HOW IS THE STEP DONE? Why should you inform the purpose of you being there? Hotel standards To ensure privacy of guest. See, hear guest responding back with a warm smile. Hear guest agree/disagree for the same. See guests are undisturbed. Give the glass of juice to the guest, thank them and close the door gently without any noise. Hear guest sugges ting a place for the glass.

Why should you close the door gently?

If guest blocks the entrance to room, indicating he/she may not like you to enter the room?

3. Place the order

Why should you ask the guest where to place the order? TRAINEE PRACTICES STEP 2-3(STAGE 2)

Hotel standards Guest request.

WHAT IS THE STEP?

B BREAKDOWN

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

TRAINER DEMONSTRATES 4. Check for further assistance. By using the standard phrase may I be of any further assistance for you? Why is it important to confirm/check with guest for any further assistance? Hotel standards If guest has any request listen carefully, assure that the request will be completed immediately and thank the guest To make guest feel welcome. Privacy and to make sure that the guest is undisturbed. Hear guest replying back. Action the request immediately

5. Exit from the room.

By requesting for What precautions to take while tray clearance. shutting the door? By thanking and wishing the guest enjoy your meal and walking out of the room. By shutting the door behind gently TRAINEE PRACTICES STEP 4-5(STAGE 3)

Hear and see positive guest acknowledgement Hear no noise.

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

ENTER AND EXIT FROM A GUEST ROOM (GUEST PRESENT) 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 should we ring the doorbell of the guestroom? Where should you place the guest order?

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.