fb i 20 guide a guests to a specific hotel area

7/29/2019 FB I 20 Guide a Guests to a Specific Hotel Area

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OBEROI HOTELS AND RESORTS

T-ASK

TRAINING in ATTITUDE, SKILLSand 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 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 Guide a guest to a specific hotel area

TRAINING AIM Know the correct procedure for guiding guests to hotel areas

TRAINING OBJECTIVES Greet guest in the standard manner Acknowledge guest request promptly

Accompanying guests to areas

PRE-REQUISITES The trainee should be well versed with hotel areasThe trainee should be confident in interacting with guests

SPECIAL NOTES

ENVIRONMENT FACTORS

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.

EQUIPMENT MATERIALS AUDIO VISUAL AIDS

1 desk2 chairs

None None


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LESSON PLAN GUIDE A GUESTS TO A SPECIFIC HOTEL AREA A ATTENTION

Ice breaker Questions about what has been happening to the trainee since last time.Check comfort level with the pace of learning.

Link back 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 forany task that is an importantpre-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

By the end of this session, you will be able to guide guests to any hotelarea in the standard way

Need 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 givehim directions since the guest is not aware of the reference points that weuse. Hence it is important for you to know the correct procedure for thistask.


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TASK ANALYSISWORK SHEET

NAME OF THE TASK GUIDE A GUESTS TO A SPECIFICHOTEL AREA

WHAT IS THESTEP?

HOW IS THESTEP DONE?

B BREAKDOW

N

WHY IS THE STEPDONE THAT WAY?

WHEN DO YOUKNOW THE STEP IS

CORRECT?

1. Greet the guest By using standardphrase: Good(time of day), mayI assist you?

TRAINERDEMONSTRATES

What is the standardphrase we use togreet guests?

Hotelstandard

Courtesy

Hear positiveguest response

Hear guestrequest

2. Offer toaccompany

By saying Allowme to accompanyyou Mr/s (guestname) to the(place

requested)

Why do we offer toaccompany theguest?

What if the guest

declines offer toaccompany?

TRAINEEPRACTICES STEPS

1-2 (STAGE 1)

Courtesy andpoliteness

See positiveguest reaction

Give directions in a

clear and crispmanner usingreference points thatguest has seen.


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WHAT IS THESTEP?

HOW IS THE STEPDONE?

B BREAKDOWN WHY IS THE STEPDONE THAT WAY?

WHEN DO YOUKNOW THE STEP

IS CORRECT?

3. Lead the way Allowing guests topass through anydoors on the waywhile you keepthem open

Walking at a pace

that is easy forguest to match

TRAINERDEMONSTRATES

Why do we lead the way? The guest does notknow the way

See guestfollowing you

4. Interact withguest

By talking aboutguests stay in thehotel and the city

Why do we need to talkwith the guest at thistime?

What should you do withthe feedback receivedfrom the guest?

TRAINEE PRACTICESSTEPS 3-4 (STAGE 2)

To avoidawkward silencebetween guest andyou

Gives

opportunity to getfeedback that canbe corrected

Hear theguestrespondingpositively.

Inform shiftincharge fornecessary action


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LESSON PLAN GUIDE A GUESTS TO A SPECIFIC HOTEL AREA C CHECK

ANY QUESTIONS? Ask if trainee has any questions

VERBAL CHECK Have the trainee recite the steps verbally

INVESTIGATEQuestions 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.

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/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.

fb i 20 guide a guests to a specific hotel area

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