OBEROI HOTELS AND RESORTS

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

FRONT OFFICE OPERATIONS FO I 13 DELIVER A MESSAGE OR PARCEL TO GUEST ROOMS

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 brandspecific 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 Deliver a message or parcel to guest rooms Know how to receive and deliver packages to guest rooms Decide whether to accept message/parcel or not depending on guest status in Fidelio Deliver message/parcel to guest room according to hotel procedures Trainee should have completed training in using Control F7 key in Fidelio Create 2 dummy parcels for the training session with different specifications The trainee needs to stand side by side to the trainer MATERIALS 2 Pens AUDIO-VISUAL AIDS None

PRE-REQUISITES SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT 1 FIDELIO Terminal 1 Parcel register

LESSON PLAN Ice breaker Link back

DELIVER A MESSAGE OR PARCEL TO GUEST A-ATTENTION ROOMS 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: Have you seen packages, parcels being left for the guest at the front desk? What do you think Front Office does with them? Do we accept all packages?

Objective Need

By the end of todays session, you will be able to receive and deliver packages to guest rooms according to hotel procedures. Making sure guest receive their packages is an important part of bell desk operations. Any delay or failure to do so can displeasure the guest and dishonour the hotel as well. It is therefore important to learn how to handle packages delivered to us. This is a good opportunity for you to wow the guest.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

DELIVER A MESSAGE OR PARCEL TO GUEST ROOMS WHY IS THE STEP DONE THAT WAY? WHEN DO YOU KNOW THE STEP IS CORRECT?

B BREAKDO WN
TRAINER DEMONSTRATE S Why must we check the status of the guest?

1.

Check status of guest

By pressing Ctrl F7 key and entering guest name

To ensure See guest name guest is in-house and status pop up on or expected to screen arrive Inform bearer if guest has already checked out or name does not feature in the system See all columns are completed

2.

Record in By receiving the relevant book package and recording all details in relevant book By entering guest name, room number, time of receipt, small description of package in the book By Assuring delivery to bearer

Why do we keep a record of parcel(s) received?

To eliminate confusion Keep track of package Ensure correct package reaches correct guest

TRAINEE PRACTICES STEPS 1-2 (STAGE 1)

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDO WN

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

TRAINER DEMONSTRATE 3. Ring guest By S Standard room doorbell walking to the guest To let guest Why should we room know who is at announce our pressing the the door department? doorbell once and announcing your What if there is no department in a answer? clear voice

Hear bell ring once

Repeat step if guest does not answer within 10 seconds

4.

Place package in room

Why do we ask By where guest would like package to be wishing guest according to time of kept? day Inquiring where What if the guest is guest wishes parcel not in the room? to be placed

Guest request

See positive guest acknowledgement

TRAINEE PRACTICES STEPS 3-4 (STAGE 2)

Take the package back to bell desk and store it in the guest parcel locker, leave message for guest to contact front desk as parcel waiting.

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDO WN
TRAINER DEMONSTRATES

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

5.

Record

By signing delivered in the book

Why do we update the logbook?

To keep track of all parcels received at the hotel

See sign on book

TRAINEE PRACTICES STEP 6 (STAGE 3)

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

DELIVER A MESSAGE OR PARCEL TO GUEST ROOMS 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): Where do we check for the room number of the guest? Where do we place the package?

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.