HK I 26 Register Lost and Found Items
HK I 26 Register Lost and Found Items
HK I 26 Register Lost and Found Items
T-ASK
TRAINING in ATTITUDES, SKILLS and KNOWLEDGE
STANDARD LESSON PLAN
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
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
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?
Ensure guest articles are not misplaced Security measures Proper handling of articles left behind
By giving details like description of article, area and time when it was found
Deliver the article See that the to the guest if he following is around information is communicated Area Description of article Time
B BREAKDOWN
WHEN DO YOU KNOW THE STEP IS CORRECT? See that the article has been properly packed and deposited at desk
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
B BREAKDOWN
What is the purpose of filling in these slips?
WHEN DO YOU KNOW THE STEP IS CORRECT? See that all four copies of the same serial number on the slip have been filled
By filling in details Date when found Description of article Name of the finder Location
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
B BREAKDOWN
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?
See that the items have been stored in the designated cupboards / slots
See that third copy is removed from the book and is with the finder WHEN DO YOU KNOW THE STEP IS CORRECT?
B BREAKDOWN
Why is the last copy retained?
By retaining the fourth copy in the lost and found slip book
When the last copy of the same serial number is in the book
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?
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.