OBEROI HOTELS AND RESORTS

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

F&B SERVICE OPERATIONS FB I 21 PREPARE HOT CHOCOLATE

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. 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

PREPARATION, RESOURCES AND ENVIRONMENTAL PLANNING WORKSHEET

TASK TITLE TRAINING AIM TRAINING OBJECTIVES PRE-REQUISITES
Prepare Hot Chocolate

Know the procedure for preparing hot chocolate

To prepare hot chocolate according to hygiene and organizational standards

Trainee should be familiar with basic Food & Beverage equipment Trainee should know how to operate the milk boiler and hot boiler Trainee should know how to operate the steamer

SPECIAL NOTES ENVIRONMENT FACTORS

Trainee is righthanded

There should be no distractions The trainer and trainee should be in a well lit room The trainer will first act out the whole scene, the trainee will then practice twice

EQUIPMENT
Milk boiler Water boiler Steamer 3 one portion tea pots 3 tea spoons 2 tea napkin 2 Waiters cloth

MATERIALS
Hot Chocolate Milk Water

AUDIO VISUAL AIDS

None

LESSON PLAN Ice breaker Link back

PREPARE HOT CHOCOLATE

A-ATTENTION

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: Do you like hot chocolate? Do you know the standard followed to make hot chocolate?

Objective Need

By the end of this session you will be able to prepare hot chocolate according to hygiene and set standards. The knowledge of the above task will add to your learnings of the various hot beverages dispensed from the pantry, thereby making you more confident in catering to different guest requests and making you more dependable in the department as well.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

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

BBREAKDOWN
TRAINER DEMONSTRATES

1. Select a tea pot

What do we look for By selecting a In order to have while selecting clean tea pot a clean pot teapot? with no residue The guest or scratches (one receives a pot portion tea pot) up to standard By placing the pot under water boiler By turning the tap of the water boiler Why do we pour hot water into the pot?

See a clean tea pot with no residue and no scratches See a non tarnished tea pot

2. Pour some hot water

To warm the pot Feel the pot is so that the hot beverage remains hot for a longer period of time To empty the pot to add milk later We do not want to dilute the hot chocolate See an empty pot Feel the pot is hot

3. Throw out the hot water

By tilting the pot and pouring out the water

Why do we pour out the water?

WHY IS THE STEP DONE THAT WAY? 4. Put hot chocolate Standard What do we put into In order to the pot after Measure of hot measure the throwing out the chocolate right amount hot water? powder and put it required to in the pot make hot chocolate

WHAT IS THE STEP?

HOW IS THE STEP DONE?

BBREAKDOWN

WHEN DO YOU KNOW THE STEP IS CORRECT? See some hot chocolate powder at the bottom of the tea pot See the chocolate powder and milk in the pot See the chocolate powder and milk in the pot

5. Put some milk in the pot

By adding double Why do we add little milk in the pot the amount of first? chocolate powder Why do we stir in By stirring the the chocolate chocolate powder? powder and the milk with a spoon By turning tap of the milk boiler How much milk do we pour into the pot? TRAINEE PRACTICES STEPS 1-7

In order to dissolve the chocolate powder first In order to have no lumps at the end

6. Mix the chocolate

7. Add milk (hot)

In order to mix See a uniform the chocolate color and see concentrate with that the pot is the milk filled almost half an inch from the top.

WHAT IS THE STEP?

HOW IS THE STEP DONE?

BBREAKDOWN
TRAINER DEMONSTRATES Why do we steam the hot chocolate

WHY IS THE STEP DONE THAT WAY? In order to heat it up In order to mix the chocolate into the milk thoroughly.

WHEN DO YOU KNOW THE STEP IS CORRECT? See the chocolate is mixed in the milk uniformly

8. Steam the hot chocolate

By turning the knob of the steamer after it has been immersed in the milk in the pot

9. Wipe the pot

By wiping the pot Why do we wipe the In order to from the outside pot from the present a clean outside with a clean pot to the guest duster TRAINEE PRACTICES STEPS 8-9

See a clean tea pot with no milk on the surface outside

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

PREPARE HOT CHOCOLATE 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 do we add hot water in the pot before making the hot chocolate? How do I prevent lumps forming in the hot chocolate?

PRACTICAL CHECK PRAISE LINK FORWARD

Have the trainee perform the entire task without help and in silence. Ensure only good habits are being practised. Coach if necessary. 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.