Conduct Training with ABC action plan

Attention

Training Session Date Trainer Trainee Preparation	How to handle special request properly March 24, 2011 I Putu Arya Wari Gunawan Housekeeping Staff Training room, Housekeeping log book, pencil, Guest history list
What Interest Need/Benefits	Today, I’m going to train you how to handle special request properly Show example by  explanation the module At the end of this training, you will be able How to handle special request according to the standard.

Breakdown

Step	Questions	Standard
Check guest history list Received Special request   Practice Stage 3.     Handle special request	What should you check? How do you do? How should you do?	For repeater guest, asked to Front desk any special request of guest in past stayed. Make sure the request must be provided in room before guest check in. Check and ensure guest request history on system and must be provided in room before guest check in. Listen carefully what guest request   Write down all guest request on housekeeping logbook, such as : room no, time of request, description items, call receiver, and follow up by ) Repeated all guest requests to make sure his/her request correctly. Informed Housekeeping Supervisor to delivered guest request to room in 10-15 minutes. After you received guest request from guest or front office, directly informed to person who delivered that request in 10-15 minutes. Ensure the guest request correctly and delivered to right guest. Ensure and check guest request history on system or front desk before guest arriving in hotel and provide them in room. Housekeeping Supervisor to check and ensure that guest request handles properly and reported to front office if that request delivered already. Check and ensure stock of item is available in Housekeeping store.

Check

Verbal Check	What should you prepare? How do you do? How should you do? How should you do that? How do you service the guest?
Practical Check	Observed
Link Forward	tomorrow, we will conduct training session about Loan item