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OBEROI HOTELS AND RESORTS

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

FRONT OFFICE OPERATIONS FO I 08 PAGE HOTEL PERSONNEL USING A TELEPHONE


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
Page hotel personnel using telephone

Know the procedure of paging the concern person using telephones

Check who is to be paged Page using telephones

PRE-REQUISITES

Trainee has knowledge of the telephone handling and pager number of important personnel like GM, DM etc Give the Pager list a day before the training session

SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT


1Telephone with speakerphone 1 Pager 2 chairs

Trainer and trainee should sit together side by side

MATERIALS
None

AUDIO VISUAL AIDS


None

LESSON PLAN Ice breaker Link back

PAGE HOTEL PERSONNEL USING TELEPHONE 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: Why we need to page people? Do you know how to page people through the Fidelio terminal? Can you think of locations where there are no Fidelio terminals but still paging has to be done? How will we page from there?

Objective Need

By the end of todays session you would be able to page from any location in the hotel, provided a telephone is available in that area. Learning this task will enable you to get people to come to your assistance if required. This will also result in prompt communication with all.

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

B BREAKDOWN
TRAINER DEMONSTRATES

PAGE HOTEL PERSONNEL USING TELEPHONE WHY IS THE STEP WHEN DO YOU DONE THAT WAY? KNOW THE STEP IS CORRECT? To page the right person See number against name

1. Identify the pager number

By going through the pager number list and matching number against the name of the desired person

What do we check in the pager list?

2. Dial paging line

By Putting on the speaker phone Gently pressing the extensio n of paging line after dial tone. The number is.

What is the paging line number in our hotel? What if the announcement does not come?

To reach the automatic paging service

Listen the announcement on the phone Enter pager number If engaged tone is heard, dial again.

TRAINEE PRACTICES STEPS 1-2 (STAGE 1)

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? Hear Enter message Repeat from Step 2, if time out error occurs.

3. Enter number to be paged

By punching number identified in Step 1

Procedure

What can go wrong here? 4. Enter your extension number By punching in the extension number of your telephone followed by # sign Why do we dial our telephone number? Why do we suffix it with #? To let the person know where s/he has to call

Hear for ending message

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

PAGE HOTEL PERSONNEL USING TELEPHONE 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 will you find the list of all pager numbers? What will you do if the paging line is busy?

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.