OBEROI HOTELS AND RESORTS

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

FRONT OFFICE OPERATIONS FO I 03 OPERATE A GUEST ELEVATOR

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 brand-specific 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 Operate a guest elevator Know how to operate a guest elevator in a proper way Call elevator to own floor Select appropriate floor from elevator panel and reach desired floor Carry out these elevator functions in a safe manner Raise alarm in case of emergency

PRE-REQUISITES

Trainee should know about the various rooms on each floor so he can escort the guest correctly Trainee should know where the Guest elevator is on each of the floors Assume trainee is right handed - check

SPECIAL NOTES

ENVIRONMENT FACTORS

Trainer and trainee to stand side by side Assigned place should be free from traffic during training

EQUIPMENT Elevators

MATERIALS

AUDIO VISUAL AIDS None

LESSON PLAN Ice breaker Link back

OPERATE A GUEST ELEVATOR

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: Have you ever used an elevator? How did you feel the first time? Why do you think you are being taught how to operate the guest elevators in this hotel? Do you know the names of the two guest elevators?

Objective

By the end of todays session, you will be able to call the elevator to your floor and then operate it to reach desired destination.

Need

Once you learn how to operate a guest elevator safely, the department will feel confident to use them for running errands, escorting guests etc. You will not need to tire yourself using the stairs. You will feel confident while escorting guests, as you will understand the functions of all the keys in the elevator.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP

NAME OF THE TASK HOW IS THE STEP DONE

OPERATE A GUEST ELEVATOR WHY IS THE STEP DONE THAT WAY? WHEN DO YOU KNOW THE STEP IS CORRECT?

B BREAKDOWN
TRAINER DEMONSTRATES

1. Locate the

elevator

By checking on which floor the elevator is By reading the floor number on the black screen of the elevator

Which button and screen is for which elevator?

So that we See floor number choose the UP on elevator screen or DOWN arrow on top button to call the elevator to our floor

2. Press the arrow button

By applying gentle pressure to UP or DOWN arrow key with your forefinger

When do we know the lift is working? How do we know that the correct button is pressed?

To call lift to your floor

See light come on after pressing arrow key See the moving floor number the shows how far the elevator car has reached

TRAINEE PRACTICES STAGE 1 (STEPS 12)

WHAT IS THE STEP

HOW IS THE STEP DONE

B BREAKDOWN
TRAINER DEMONSTRATES

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

3. Enter the elevator car

By Displaying the basic courtesy and letting any waiting guests enter first keeping the lighted arrow key pressed while the guests are entering

Why do we let the guest enter first? Why do we keep the lighted arrow button pressed? What do you think can go wrong here?

Courtesy See all guests So that the have entered elevator does not close while guests are entering

If too many guests are there, call another elevator, and let one batch go. When second elevator arrives, request waiting guests to move to it.

WHAT IS THE STEP

HOW IS THE STEP DONE

B BREAKDOWN
TRAINER DEMONSTRATES

WHY IS THE STEP DONE THAT WAY? To instruct elevator to move to desired floor(s) Elevator may not move

WHEN DO YOU KNOW THE STEP IS CORRECT? See the pressed button light up

4. Select the floor number

By asking any traveling guests the floors that they desire to go to pressing relevant floor number or alphabetical symbol on the panel with your forefinger

Why do we select a button on entering the elevator? What do you think can go wrong here? What is the function of the speaker for emergency? TRAINER DEMONSTRATES

Press emergency button with bell symbol to raise alarm Speak to someone by pressing the button with the receiver symbol

5. Step out of the elevator car

By checking the floor on the display screen on Why should the top and stepping guests step out out when the first? elevator opens TRAINEE By allowing PRACTICES the STAGE 2 accompanying (STEPS 3-5) guests to step out first

To proceed to desired destination Guest convenience and basic courtesy

See desired destination

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

OPERATE A GUEST ELEVATOR 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 keep the lighted arrow button pressed while guest are entering? What will you do if there is an emergency in the elevator?

PRACTICAL CHECK Have the trainee perform the entire task without help and in silence. Ensure only good habits are being practiced. 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.