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OBEROI HOTELS AND RESORTS

T-ASK

TRAINING in ATTITUDE, SKILLSand KNOWLEDGE

STANDARD LESSON PLAN

F&B SERVICE OPERATIONS

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DUST SURFACESIMPORTANT

Certified Departmental Trainers are requested to return this document to OCLD if any amendments are made to theLesson 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 willthen 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 occurbecause 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


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PREPARATION, RESOURCES AND ENVIRONMENTAL PLANNING WORKSHEET

TASK TITLE Dust surfaces

TRAINING AIM Know the procedures for dusting any surface

TRAINING OBJECTIVES Dust any surface using standard operating procedures

PRE-REQUISITES Trainee should have the knowledge about which surfaces can be dusted

SPECIAL NOTES Trainee is right handed

ENVIRONMENT FACTORS Trainer and trainee to stand side by side (check left or right handed)

EQUIPMENT MATERIALS AUDIO VISUAL AIDS

2 feather dusters4 cotton dusters (lint-free)

None


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TASK ANALYSISWORKSHEET

NAME OF THE TASK DUST SURFACES

WHAT IS THESTEP?

HOW IS THE STEPDONE?

B BREAKDOW

N

WHY IS THE STEPDONE THAT WAY?

WHEN DO YOUKNOW THE

STEP ISCORRECT?

1.Take a featherbrush

By checkingquality

TRAINERDEMONSTRATES

What do you lookfor when selecting afeather duster?

Ensure correctquality standard.

Seeappearance

2.Dust a surfacenot within reach

By holding thefeather brush inone hand andtaking it to thetop of thesurface

By moving ithorizontally on

the verticalsurface from oneend to the other

By forming afigure of 8

Why should we startfrom top and movedownwards whiledusting?

TRAINEEPRACTICES STEPS

1-2 (STAGE 1)

Standards See thesurface clean


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WHAT IS THESTEP?


B BREAKDOW

N

WHY IS THE STEPDONE THAT

WAY?

WHEN DO YOUKNOW THE STEP

IS CORRECT?

3.Take duster By selecting a

100% cotton (lintfree), clean anddry duster

Why should we not

use a towellingduster?

Ease of

operation

See clean, check

appearance, feeltexture

4.Fold the duster By making a foldfrom the centre,

By rotating theduster lengthwise and repeatthe previous stepto make anotherfold

What is thesignificance offolding the duster?


3-4 (STAGE 2)

Standard

Appearance

Can unfold andfold again to getthe cleanersurface of thecloth to dustlater

See duster isproperly folded


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WHAT IS THESTEP?


B BREAKDOW

N


WAY?


IS CORRECT?

5.Dust surfaceswithin reach

By holding theduster in onehand and taking itto the end

By moving ithorizontally onthe surface

By cleaning thegrooves byputting the fingerin the fold andmoving it alongthe grooves andcorners

By moving fromback to front for

horizontalsurfaces.

TRAINER

DEMONSTRATES

Why should we payspecial attention toclean the groovesand corners?

Standards

Hygiene

See the surface isclean

See/feel no dust inthe grooves


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WHAT IS THESTEP?


B BREAKDOW

N


WAY?


IS CORRECT?

6.Dust door

handle

By gripping the

knob/handlewhilst holding thecloth and turningthe hand along itssurface

No dust on

handle/ knob

See the handle/

Knob edges andsurface are dustfree

7.Dust reverse

side and edge

By repeating the

above steps forthe reverse sideand the edge


57 (STAGE 3)

To ensure the

reverse side andthe edges aredusted

See no dust on

the reverse sideand edge


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LESSON PLAN DUST SURFACES C - CHECK

ANY QUESTIONS? Ask the trainee if he/she has any questions

VERBAL CHECK Have the trainee run through the steps and stages verbally

INVESTIGATEQuestions on any detail not mentioned during the Verbal Check(eg):

What is the principle of dusting?

When should we change the duster?

PRACTICAL CHECK Have the trainee perform the entire task unaided and in silence.Observe the standards, but only interrupt if there are errors.

PRAISE Congratulate and recognize his or her success.

LINK FORWARDAsk questions to direct trainees attention to either:

The task to be covered in the next session AND/ORA 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.

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