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OBEROI HOTELS AND RESORTS

T-ASK

TRAINING in ATTITUDE, SKILLSand KNOWLEDGE

STANDARD LESSON PLAN

F&B SERVICE OPERATIONS

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POLISH CUTLERY

IMPORTANT

Certified Departmental Trainers are requested to return this document to OCLD if any amendments are made to theLesson 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 occurbecause 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


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PREPARATION, RESOURCES AND ENVIRONMENTAL PLANNING WORKSHEET

TASK TITLE Polish cutlery

TRAINING AIM Know how to dry and polish washed cutlery

TRAINING OBJECTIVES Clean and polish cutlery according to standards and stack appropriately.

PRE-REQUISITES The trainee should be able to identify different cutlery and know their uses. By default assume right hand trainee-check

SPECIAL NOTES Trainee is right handed

ENVIRONMENT FACTORS Trainer and trainee to stand beside each other.

EQUIPMENT MATERIALS AUDIO VISUAL AIDS

30 Mixed Cutlery

5 Waiters cloth1Continental tray with tray mat

EXHIBIT 1.1


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LESSON PLAN POLISH CUTLERY A - ATTENTION

Ice breaker Questions about what has been happening to the trainee and how hisorientation has been. Check comfort level with the pace of learning.

Link back Ask if the trainee has any questions or problems with the last session,

Test the trainees recall of the attitudes, skills and knowledge requiredfor any task that is an importantpre-requisite for this particular task.

Attention By asking questions: Would you like to eat with a spoon that has water spots, finger print marks or

food stains?

Do you think hygiene has any thing to do with the way we hold and handleour equipment?

Objective By the end of todays session you will be able to polish cutlery bymaintaining hygiene standards.

Need They should be in a presentable and hygienic state before being used byguests.


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TASK ANALYSISWORKSHEET

NAME OF THE TASK POLISH CUTLERY

WHAT IS THE

STEP?

HOW IS THE STEP

DONE?

B

BREAKDOWN

WHY IS THE STEP

DONE THAT WAY?

WHEN DO YOU

KNOW THE STEPIS CORRECT?

1. Remove cutleryrack from thedishwasher

By lifting thecutlery rack fromthe dishwasher

By placing it on a

table in the backarea

TRAINERDEMONSTRATES

What precautionsto take?

Hygienestandards

Standard

procedure

See cutlery rackplaced on thetable

2. Collect cutlery tobe polished

By holding thewaiters cloth inleft hand andleaving one endfree.

By arranging abunch of similarcutlery with allheads of thecutlery facingaway from yourbody.

Should we mix-updifferent types ofcutlery in ourhands and the

direction they arefacing?

How much is abunch?

Ease of polishing

Hygienestandards

See the bunch ofcutlery arrangedon the waiters

cloth in your lefthand.


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WHAT IS THESTEP?

HOW IS THE STEPDONE?

B BREAKDOWN

WHY IS THE STEPDONE THAT WAY?

WHEN DO YOUKNOW THE STEP

IS CORRECT?

3. Wipe and polishcutlery

By vigorouslywiping eachcutlery with thefree end of thewaiters cloth

TRAINERDEMONSTRATES

Should our handstouch the cutlery?

What do we do ifthe waiters clothbecomes wet?

Hygienestandards

Change the waiterscloth

See the cutlerybeing polished inthe mannerspecified.

4. Stack the cutlery o By checking

the entire lotof cutlery ispolishedand stackedseparatelyon thecontinentaltray

TRAINEEPRACTICESSTEP(1- 3 )

Easy ofoperations

Time saving

See well polishedcutlery

See properlystacked cutleryon the tray


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LESSON PLAN POLISH CUTLERY C - CHECK

ANY QUESTIONS? Ask if trainee has any questions

VERBAL CHECK Have the trainee recite the steps verbally

INVESTIGATEQuestions on any detail not mentioned during the Verbal Check (eg):

Why do we immerse cutlery in hot water?

What does lemon do?

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 Recognise and appreciate his or her success.

LINK FORWARD

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 apre-requisite

Reconfirm the venue, day and time of the next session.

Encourage and ensure practice on-the-job to develop skills.

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