OBEROI HOTELS AND RESORTS

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

F&B SERVICE OPERATIONS FB I 14 DUST SURFACES

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 SPECIAL NOTES ENVIRONMENT FACTORS EQUIPMENT
2 feather dusters 4 cotton dusters (lint-free) Dust surfaces Know the procedures for dusting any surface

Dust any surface using standard operating procedures

Trainee should have the knowledge about which surfaces can be dusted

Trainee is right handed

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

MATERIALS

AUDIO VISUAL AIDS

None

LESSON PLAN DUST SURFACES Ice breaker Link back

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

Rub your hand over a dirty surface and show the dust. Emphasize the importance of providing a clean and hygienic environment to the guests. By the end of todays session you will be able to dust surfaces using standard operating procedures. The knowledge of the above skill will help you maintain hygiene standards and dust surfaces effectively.

Objective

Need

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

DUST SURFACES WHY IS THE STEP DONE THAT WAY? WHEN DO YOU KNOW THE STEP IS CORRECT? See appearance

B BREAKDOW N
TRAINER DEMONSTRATES

1.Take a feather brush 2.Dust a surface not within reach

By checking quality By holding the feather brush in one hand and taking it to the top of the surface By moving it horizontally on the vertical surface from one end to the other By forming a figure of 8

What do you look Ensure correct for when selecting a quality standard. feather duster? Why should we start from top and move downwards while dusting? Standards

See the surface clean

TRAINEE PRACTICES STEPS 1-2 (STAGE 1)

WHAT IS THE STEP? 3.Take duster

HOW IS THE STEP DONE? By selecting a 100% cotton (lint free), clean and dry duster

B BREAKDOW N
Why should we not use a towelling duster? What is the significance of folding the duster?

WHY IS THE STEP DONE THAT WAY? Ease of operation

WHEN DO YOU KNOW THE STEP IS CORRECT? See clean, check appearance, feel texture See duster is properly folded

4.Fold the duster

By making a fold from the centre, By rotating the duster length wise and repeat the previous step to make another fold

Standard Appearance Can unfold and fold again to get the cleaner surface of the cloth to dust later

TRAINEE PRACTICES STEPS 3-4 (STAGE 2)

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOW N
TRAINER DEMONSTRATES

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

5.Dust surfaces within reach

By holding the duster in one hand and taking it to the end By moving it horizontally on the surface By cleaning the grooves by putting the finger in the fold and moving it along the grooves and corners By moving from back to front for horizontal surfaces.

Standards

Hygiene Why should we pay special attention to clean the grooves and corners?

See the surface is clean

See/feel no dust in the grooves

WHAT IS THE STEP? 6.Dust door handle

HOW IS THE STEP DONE? By gripping the knob/handle whilst holding the cloth and turning the hand along its surface

B BREAKDOW N

WHY IS THE STEP DONE THAT WAY? No dust on handle/ knob

WHEN DO YOU KNOW THE STEP IS CORRECT? See the handle/ Knob edges and surface are dust free

7.Dust reverse side and edge

By repeating the above steps for the reverse side and the edge TRAINEE PRACTICES STEPS 57 (STAGE 3)

To ensure the reverse side and the edges are dusted

See no dust on the reverse side and edge

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

DUST SURFACES Ask the trainee if he/she has any questions

C - CHECK

Have the trainee run through the steps and stages verbally Questions 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 LINK FORWARD Congratulate and recognize 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.