OBEROI HOTELS AND RESORTS

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

HOUSEKEEPING OPERATIONS HK I 26 REGISTER LOST AND FOUND ITEMS

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 JANUARY 2006

PREPARATION, RESOURCES AND ENVIRONMENTAL PLANNING WORKSHEET

TASK TITLE Register lost and found items

TRAINING AIM

Know the procedure for handling lost and found items in the hotel

TRAINING OBJECTIVES

Register lost and found items as per the hotel policy on lost and found.

SPECIAL NOTES

Trainee should know how to check for lost and found items in any area

ENVIRONMENT FACTORS EQUIPMENT 2 articles Lost and found register

Trainer and trainee should stand side by side (check left or right handed) MATERIALS 2 sets lost and found slips 2 poly bags 2 pens AUDIO VISUAL AIDS None

LESSON PLAN REGISTER LOST AND FOUND ITEMS 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 Objective

Show the trainee an article left by a guest in a departure room. Ask what he would like to do with the item? By the end of todays session, trainee will be able to register a lost and found item. By correctly registering lost and found items You can ensure safety of guest belongings and create guest wow You can maintain yours and hotels reputation

Need

TASK ANALYSIS WORKSHEET WHAT IS THE STEP?

NAME OF THE TASK HOW IS THE STEP DONE?

REGISTER LOST AND FOUND ITEMS WHY IS THE STEP DONE THAT WAY? WHEN DO YOU KNOW THE STEP IS CORRECT? See the area is clear

B BREAKDOWN
TRAINER DEMONSTRATES Why do we search for guest articles?

1. Check for lost and found items in any area

By thoroughly checking the entire area

Ensure guest articles are not misplaced Security measures Proper handling of articles left behind

2. Inform front office

By giving details like description of article, area and time when it was found

Why should front office be informed?

Deliver the article See that the to the guest if he following is around information is communicated Area Description of article Time

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT? See that the article has been properly packed and deposited at desk

3. Bring the article to the desk

By properly packing the guest article in a plastic transparent bag

TRAINEE PRACTICES STEPS 1-3 (STAGE 1)

Ensures the item is properly stored

TRAINER 4. Determine value of item By classifying item as very valuable (jewellery, currency, expensive items) Valuable (Clothes, shoes, keys, film, diary etc.) Non-valuable (old shoes, magazines, discarded items etc.) DEMONSTRATES Why do we need to determine the value of the article? Ensures proper record, storage and disposal of item See that the items meet the criteria necessary

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN
What is the purpose of filling in these slips?

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT? See that all four copies of the same serial number on the slip have been filled

5. Fill the Lost and found

By filling in details Date when found Description of article Name of the finder Location

Maintain complete record Proper disposal Easy Identification when stored

6. Seal the item

By placing the item and the first copy in transparent plastic bag Staple the bag properly

Why should item be packed and sealed? TRAINEE PRACTICES STEPS 3-6 (stage 2)

Proper storage See that the of items packet is properly stapled Proper identification of items See that the slip is facing outside

7. Record details in the lost and found register

By filling up all the details mentioned in the register

TRAINER DEMONSTRATES Why is it necessary to record details twice?

Ensures tracking of the article Safety and security measures

See that all columns in the register are filled properly

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN

WHY IS THE STEP DONE THAT WAY?

WHEN DO YOU KNOW THE STEP IS CORRECT?

8. Store the item

Why should items be stored in separate By storing the cupboards date wise? items in different cupboards according to different months Why is front office given a copy?

Ease of locating the items Ease of disposal

See that the items have been stored in the designated cupboards / slots

9. Send a copy of the slip to front office

By sending the second copy to front office

Information of in case of enquiry Feeding details in the guest history

TRAINEE PRACTICES STEPS 7-9 (STAGE 3)

See that the receiver in front office signs the copy

10.Give a copy to the finder

By giving the third copy to the finder

TRAINER DEMONSTRATES Why is the finder given a copy?

For presentation at the time of disposal by the finder

See that third copy is removed from the book and is with the finder WHEN DO YOU KNOW THE STEP IS CORRECT?

WHAT IS THE STEP?

HOW IS THE STEP DONE?

B BREAKDOWN
Why is the last copy retained?

WHY IS THE STEP DONE THAT WAY?

11. Retain a copy

By retaining the fourth copy in the lost and found slip book

To maintain proper record Proper reconciliation

TRAINEE PRACTICES STEPS 10-11 (STAGE 4)

When the last copy of the same serial number is in the book

LESSON PLAN ANY QUESTIONS? VERBAL CHECK INVESTIGATE

REGISTER LOST AND FOUND ITEMS 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): What details are recorded in the lost and found? How is the value of an item determined?

PRACTICAL CHECK PRAISE ANY QUESTIONS

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.