PROJECT PLAN
Prepared for: Sleeping Grizzly Lodge Guest Check-In Training for Front Desk Personnel Prepared by: Travel Training Solutions, Inc. Project Manager: Sara Boyce Date: June 12, 2007
Project Plan
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PROJECT PLAN FOR GUEST CHECK-IN TRAINING FOR FRONT DESK PERSONNEL Scope of Work
Statement of Purpose
This project is designed to create training about front desk check-in procedures.
Client
Sleepy Grizzly Lodge
General Focus of Training
The general focus of this training is to provide initial and annual refresher training to incoming and current front desk personnel. The training will detail the proper procedures for checking guests into the Sleeping Grizzly Lodge while maintaining a respectful, professional attitude.
Audience
30 front desk employees
Instructional Goal Statement
Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor.
Begin Date:
June 15, 2007
End Date:
December 15, 2007
Project Plan
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Change management process:
Collaboration and Communication Tools:
Reviews and Audits:
Project Plan
Day for a Day--If the client is one day late in providing resources to the development team, the due date of the deliverables will be extended by one day. Any extensions past the December 15, 2007 due date of the final product, appropriate charges/costs will be calculated by both the client's and the development team's accountants. Client and development team will meet when each milestone/deliverable is completed for discussion, and signoff on that milestone. Any change or addition to the project must be approved by the client and the development team. Face to face meetings will be set up when each milestone/deliverable is due in order to discuss the progress, any questions or concerns and to sign off on each milestone. Client and development team will use telephone call and emails to correspond. Documents will be delivered for review by fax, email or and at face to face meetings. The development team's Project Manager will review and signoff on all materials. The client's Project Manager (Front Desk Manager), Training Manager and lead personnel from the billing department will signoff on all materials.
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Deliverables List of Deliverables:
The final product will be web-based that can accessed from any computer with an internet connection by logging onto the client's employee website. Deliverables include: -
Expectations
Project Plan
Task Analysis Learner's and Context Analysis Performance Objectives Criterion Referenced Test Items Instructional Strategies Instructional Materials Formative Evaluations Final Product 3 Train-the-Trainer Manuals 30 Role Playing Activity Guides All prototypes
The final product will be delivered by the development team on December 15, 2007. The form of delivery will be web-based training accessed through a link on the client's employee website which requires each employee to login with a login name and password. This training can be accessed on any computer with an internet connection. The client will provide the necessary resources needed by the development team on the dates specified by the development team. The client will also provide input to the development team through SMEs and current front desk employees throughout the design and development process. The development team will design the training, create the prototypes, develop the final product, use the input and resources provided by the client and provide all deliverables for each milestone on the stated due dates.
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Specific Conditions
- The Sleeping Grizzly Lodge's logo must be included on all training materials. - All training materials must use a simple color scheme incorporating colors normally indicating an outdoor, wilderness environment, i.e. greens, browns and blacks. - Training must be able to be accessed using any web browser, specifically Firefox, Netscape Navigator and Internet Explorer, on any Operating System, specifically Mac and Windows. - A Learning Management System must be incorporated in the web based training. Client would like to keep track of which employees have completed the training and when each employee has completed the training on an annual basis. - The final product must be completed no later than December 21, 2007. - The training must be no longer than 2 hours including the role playing activities. - Client will own all rights to prototypes, deliverables, and final product materials. - The development team will only produce 30 Role Playing Activity Guides and 3 Train-the-Trainer manuals. Duplicates will be reproduced by the client as needed. - Client's IT Department (or outside IT consultant) is responsible for any server errors or downtime of website.
Resources
The client will provide access to their website to the development team, meeting rooms for the face to face meetings, SMEs (Training Manager and Front Desk Manager), current front desk employees for evaluations and input, current training documents, and current training records of all front desk employees.
Project Plan
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Plan of Work Project Timeline
Milestones
Due Date of Deliverable
Instructional/Task Analysis
July 1, 2007
Learner and Context Analysis
July 25, 2007
Performance Objectives
August 5, 2007
Criterion Referenced Test Items
August 25, 2007
Instructional Strategies
September 5, 2007
Instructional Materials
October 15, 2007
Formative Evaluations
November 15, 2007
Final Product Due Date
December 15, 2007
Staffing
Personnel
Role
Project Manager
Responsible for the planning and execution of the project; Ensures the success of the project by minimizing risk
Instructional Designer
Responsible for the analysis, design, development, implementation, and evaluation of the project
Multimedia Developer
Creates and develops the actual multimedia portion of the project using many different software programs (Flash, Photoshop, Illustrator, Dreamweaver) and images, audio, and video
Programmer
Writes, tests and maintains, computer software (Java, HTML)
Project Plan
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Evaluation Specialist
Conducts field tests and evaluations of the prototypes and final product with the learners on a one-on-one basis or in a group environment
Quality Assurance personnel
Uses standards to assure all procedures are performed correctly and are effective; Assures that the expected quality of the product is reached
Estimated Budget The billable rate for this project will be blended rate of $60 per hour per person over the course of six months. It is projected that a total of 1000 billable hours will be needed to complete this project, for a subtotal of $60,000. This cost will cover the design costs, multimedia production costs, and complete formative evaluations. An additional $2,000 will be billed for the production of 30 Role Playing Activity Guides and three Train-theTrainer Manuals to be made available to Sleeping Grizzly Lodge's front desk employees. The final sum for the delivery of the product will be $62,000. Phase
Cost
Extended Cost
Design Learner Analysis Context Analysis Task Analysis Development Training Objectives Evaluation Items Strategies Multimedia production Programming Formative Evaluation Ongoing review and revisions One-to one evaluations Small group evaluations Field testing Material Production Printed training manuals Total
Project Plan
$5000 $4000 $2500
$11,500
$3000 $4500 $3000 $15,000 $10,000
$35,500
$2500 $2500 $3500 $4500 $2000
$13,000
$2000 $62,000
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Approval Signatures Approved by: Sleeping Grizzly Lodge Business Leader
Approved by: Travel Training Solutions, Inc. Project Leader
Prepared by: Sleeping Grizzly Lodge Project Manager (Front Desk Manager)
Prepared by: Travel Training Solutions Project Manager
Prepared by: Sleeping Grizzly Lodge Training Manager
Reviewed by: Travel Training Solutions Quality Assurance Manager
__________________________________ Reviewed by: Sleeping Grizzly Lodge Billing Department Manager
Project Plan
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Sara Boyce ID Task Analysis June 14, 2007
Goal Statement: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. 1. Greet the guest 1.1. Smile 1.2. Engage guest in conversation 1.2.1. Initiate the conversation by asking "How are you" 1.2.2. Initiate the conversation by asking "Where are you from" 1.2.3. Initiate the conversation by asking "Have you ever visited the lodge in the past" 2. Process guest reservation 2.1. Ask guest to provide their last name or reservation number 2.2. Enter guest's last name or reservation number into the computer 2.2.1. Type last name in name box or reservation number in reservation box 2.2.2. Push "enter" key 2.3. Confirm guest's personal information 2.3.1. Verify correct name and spelling of their name 2.3.2. Verify correct address 2.3.3. Verify phone number 2.3.4. Verify correct number of guests in their party 2.4. Assign guest a room 2.4.1. Determine guest room preferences 2.4.1.1. Ask guest what floor they prefer 2.4.1.2. Ask guest what type of bed arrangement they prefer 2.4.2. Choose a room for guest 2.4.2.1. Recall room codes 2.4.2.2. Enter correct room code and room number in guest room box 2.4.2.3. Push "enter" key 2.5. Apply credit card to room for incidental charges 2.5.1. Ask guest for credit card 2.5.2. Explain to guest why a credit card is needed 2.5.3. Slide credit card through credit card machine 2.5.4. Push "enter" key 2.5.5. Return credit card to guest 2.6. Print guest reservation card 2.6.1. Push "printer" icon with your computer mouse 2.6.2. Retrieve guest reservation card from the printer 2.7. Recount reservation information 2.7.1. Give guest the reservation card
2.7.2. Confirm that all information on the card is correct 2.7.3. Tell guest to write their vehicle information on the card 2.7.4. Tell guest to sign and date the card 2.7.5. Retrieve card from the guest 2.8. Place reservation card in file box 2.8.1. Put card in correct file folder 3. Make key cards 3.1. Choose two blank key cards from desk drawer under computer 3.2. Recall guest's room number 3.3. Enter room number in key card machine 3.4. Slide 1st blank key card through key card machine 3.5. Slide 2nd blank key card through key card machine 3.6. Retrieve key card jacket cover from desk drawer under computer 3.7. Place guest's key cards in jacket cover 3.8. Write guest's room number on jacket cover 3.9. Give key cards to guest 4. Direct guest to their room 4.1. Diagram the directions 4.1.1. Retrieve lodge map from desk drawer under computer 4.1.2. Put map on desk counter 4.1.3. Turn map so guest can read it 4.1.4. Identify where front desk is on the map 4.1.4.1. Draw an X at the front desk location 4.1.5. Identify guest's room on the map 4.1.5.1. Circle guest's room 4.1.6. Explain the best route for guest to walk or drive to their room 4.1.6.1. Draw a line between the front desk and the guest's room 4.1.6.2. Verbalize the directions to the guest 4.2. Verify that the guest understands how to get to their room 5. Identify lodge amenities and local attractions 5.1. Outline the basic amenities the lodge offers 5.1.1. Identify the bar, restaurant, pool, and breakfast area 5.1.1.1. Circle the bar, restaurant, pool, and breakfast area 5.1.1.2. Tell the guest the opening and closing times of each amenity 5.1.1.3. Give map to the guest 5.2. Outline local area attractions 5.2.1. Describe your favorite local area attractions 5.2.1.1. Tell guest how far attraction is from the lodge 5.2.1.2. Tell guest the cost of the attraction 5.2.1.3. Tell guest why it's your favorite attraction 5.2.2. Retrieve local attraction pamphlet from desk drawer under computer 5.2.2.1. Give complimentary pamphlet to the guest
6. Thank the guest 6.1. Answer guest’s questions 6.1.1. Inquire about any questions guest may have 6.2. Conclude conversation by verbally saying "Thank You" 6.3. Conclude conversation by ending with a verbal wish ("Have a nice day")
Sara Boyce ID Task Analysis Diagram June 17, 2007
Goal Statement: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor.
1. Greet the Guest
2. Process the Reservation
3. Make the Key Cards
4. Direct Guest to Their Room
5. Identify Lodge Amenities and Local Attractions
6. Thank the Guest
1. Greet the Guest
1.1. Smile as guest approaches the desk
1.2. Engage guest in conversation
1.2.1. Ask guest how they are doing
1.2.2. Ask guest where they are from
1.2.3. Ask guest if they have visited the lodge in the past
2. Process the Reservation
2.1. Ask guest to provide their last name or reservation number
2.2. Enter guest's last name or reservation number into the computer
2.3. Confirm guest's personal information
2.4. Assign guest a room
2.2.2. Push "enter" key
2.3.4. Verify correct number of guests in their party
2.4.2. Choose a room or guest based on guest's preferences
2.2.1. Type last name in name box or reservation number in reservation number box
2.4.2.1. Recall room codes
2.3.3. Verify phone number
2.3.2. Verify correct address
2.3.1. Verify correct name and spelling of their name
2.4.2.2. Enter correct room code and room number in guest room box
2.4.1. Determine guest room preferences
2.4.1.1. Ask guest what floor they prefer
2.4.1.2. Ask guest what type of bed arrangement they prefer
2.4.2.3. Push "enter" key
2. Process the Reservation
2.5. Apply credit card to room for incidental charges
2.5.5. Return credit card to guest
2.5.4. Push "enter" key
2.6. Print guest reservation card
2.6.2. Retrieve guest card from the printer
2.6.1. Push "printer" icon with your computer mouse
2.5.3. Slide credit card through credit card machine
2.5.1. Ask guest for credit card
2.5.2. Explain to guest why credit card is needed
2.7. Recount reservation information with guest
2.7.5. Retrieve card from the guest
2.7.4. Tell guest to sign and date the card
2.7.3. Tell guest to write their vehicle information on the card
2.7.1. Give guest the reservation card
2.7.2. Confirm all information on the card
2.8. Place reservation card in file box 2.7.2.5. Verify last 4 digits of credit card
2.7.2.4. Verify preferred room assignment
2.7.2.3. Verify correct phone number
2.7.2.2. Verify correct address
2.7.2.1 Verify correct name
2.8.3. Put card in correct file folder
2.8.2. Find file folder with the first letter of the guest's last name
2.8.1. Read guest's last name on the card
3. Make the Key Cards
3.1. Choose 2 blank key cards from desk drawer under computer
3.2. Recall guest's room number
3.3. Enter room number in key card machine
3.4. Slide 1st blank key card through key card machine
3.4.1. Hold blank key card so lodge logo faces to the left and black stripe is at the bottom
3.5. Slide 2nd blank key card through key card machine
3.6. Retrieve key card jacket cover from desk drawer under computer
3.7. Place guests' key cards in jacket cover
3.8. Write guest's room number on jacket cover
3.9. Give key cards to guest
4. Direct guest to their room 4.2. Verify that the guest understands how to get to their room
4.1. Use lodge map
4.1.2. Put map on desk counter
4.1.1. Retrieve lodge map from desk drawer under computer
4.1.3. Turn map so guest can read it
4.1.4. Identify where front desk is on the map
4.1.5. Identify where guest's room is on the map
4.1.6. Explain the best route for guest to walk or drive to room
4.1.4.1. Draw an X where the front desk is
4.1.5.1. Circle the guest's room
4.1.6.2. Verbalize the directions to the guest 4.1.6.1. Draw a line between the front desk and the guest's room
5. Identify lodge amenities and local attractions
5.1. Outline the basic amenities the lodge offers
5.2. Outline local area attractions
5.1.1. Use lodge map
5.1.1.1. Identify the bar, restaurant, pool, and breakfast area
5.1.1.1.1. Circle the bar, restaurant, pool, and breakfast area
5.1.1.2. Tell guest the opening and closing times of each amenity
5.1.1.3. Give map to the guest
5.2.1.1. Tell guest how far attraction is from the lodge
5.2.1.2. Tell guest the cost of the attraction if any
5.2.1. Describe 2 or 3 of your favorite local area attractions
5.2.2. Retrieve local attraction pamphlet from desk drawer under computer
5.2.1.3. Tell guest why it's your favorite attraction
5.2.2.1. Give complimentary pamphlet to guest
6. Thank the guest
6.1. Answer guest's questions
6.1.1. Ask guest if they have any questions
6.2. Tell guest thank you
6.3. Tell guest to have a nice day/evening
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor.
Task #
1.
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
Greet the guest condition: in a courteous and professional manner degree:
1.1
Smile condition: as the guest approaches the desk degree:
1.2
Engage guest in conversation condition: degree:
1.2.1.
Initiate the conversation by asking "How are you" condition: degree:
1.2.2.
Initiate the conversation by asking "Where are you from" condition: degree:
1.2.3.
Initiate the conversation by asking "Have you ever visited the lodge in the past" condition: degree:
2.
Process guest reservation condition: using the front desk computer hardware and software degree:
2.1
Ask guest to provide their last name or reservation number
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 1
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
condition: degree: 2.2
Enter guest's last name or reservation number into the computer condition: using the computer keyboard degree:
2.2.1.
Type last name in name box or reservation number in reservation box condition: using the computer keyboard degree:
2.2.2.
Push "enter" key condition: using the computer keyboard degree:
2.3
Confirm guest's personal information condition: based on guest's verification degree:
2.3.1.
Verify name and spelling of their name condition: degree:
2.3.2.
Verify address condition: degree:
2.3.3.
Verify phone number condition: degree:
2.3.4.
Verify number of guests in their party condition: degree:
2.4.
Assign guest a room condition: based upon current room availability
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 2
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
degree: 2.4.1.
Determine guest room preferences condition: based on floor and bed type degree:
2.4.1.1.
Ask guest what floor they prefer condition: giving the guest a choice of 1, 2, 3, 4, or 5 degree:
2.4.1.2.
Ask guest what type of bed arrangement they prefer condition: giving the guest a choice of King, Queen, Double, Single, 2 Doubles, 2 Singles, or 2 Queens degree:
2.4.2.
Choose a room for guest condition: based upon guest's preferences degree: from rooms currently available
2.4.2.1.
Recall room codes condition: from memory degree:
2.4.2.2.
Enter room code and room number in guest room box condition: using the computer keyboard degree:
2.4.2.3.
Push "enter" key condition: using the computer keyboard degree:
2.5.
Apply credit card to room for incidental charges condition: based upon hotel regulations degree:
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 3
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
2.5.1.
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
Ask guest for credit card condition: accepting only MC, VISA, DISCOVER, and AMERICAN EXPRESS degree:
2.5.2.
Explain to guest why a credit card is needed condition: based upon hotel regulations previously learned degree:
2.5.3.
Slide credit card through credit card machine condition: with credit card logo facing right and black stripe down degree:
2.5.4.
Push "enter" key condition: using the computer keyboard degree:
2.5.5.
Return credit card to guest condition: degree:
2.6.
Print guest reservation card condition: using the front desk printer degree:
2.6.1.
Push "printer" icon on computer screen condition: using the left button on the computer mouse degree:
2.6.2.
Retrieve guest reservation card from the printer condition: degree:
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 4
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
2.7.
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
Recount reservation information condition: based upon guest's verification degree:
2.7.1.
Give guest the reservation card condition: degree:
2.7.2.
Confirm that all information on the card is correct condition: based upon guest's verification degree:
2.7.3.
Tell guest to write their vehicle information on the card condition: if they have a vehicle with them degree:
2.7.4.
Tell guest to sign and date the card condition: with a ball-point pen degree:
2.7.5.
Retrieve card from the guest condition: degree:
2.8.
Place reservation card in file box condition: degree:
2.8.1.
Put card in file folder condition: alphabetically by guest's last name degree:
3.
Make key cards condition: using the key card machine degree:
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 5
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
3.1.
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
Choose two blank key cards from desk drawer under computer condition: degree:
3.2.
Recall guest's room number condition: from memory or reservation card degree:
3.3.
Enter room number in key card machine condition: using keypad degree:
3.4.
Slide 1st blank key card through key card machine condition: with logo facing left and black stripe down degree: with a maximum of 3 attempts
3.5.
Slide 2nd blank key card through key card machine condition: with logo facing left and black stripe down degree: with a maximum of 3 attempts
3.6.
Retrieve key card jacket cover from desk drawer under computer condition: degree:
3.7.
Place guest's key cards in jacket cover condition: degree:
3.8.
Write guest's room number on jacket cover condition: with a red marker degree:
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 6
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
3.9.
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
Give key cards to guest condition: degree:
4.
Direct guest to their room condition: using the lodge map degree:
4.1.
Diagram the directions condition: using the lodge map degree:
4.1.1.
Retrieve lodge map from desk drawer under computer condition: degree:
4.1.2.
Put map on desk counter condition: degree:
4.1.3.
Turn map so guest can read it condition: degree:
4.1.4.
Identify the front desk condition: using the lodge map degree:
4.1.4.1.
Draw an X at the front desk location condition: on the map with a red marker degree:
4.1.5.
Identify guest's room condition: using the lodge map degree:
4.1.5.1.
Circle guest's room condition: on the map with a red marker
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 7
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
degree: 4.1.6.
Explain the best route for guest to walk or drive to their room condition: using the lodge map degree:
4.1.6.1.
Draw a line between the front desk and the guest's room condition: on the map with a red marker degree:
4.1.6.2.
Verbalize the directions to the guest condition: using the lodge map degree:
4.2.
Verify that the guest understands how to get to their room condition: by repeating directions if necessary degree:
5.
Identify lodge amenities and local attractions condition: using the lodge map degree:
5.1.
Outline the basic amenities the lodge offers condition: using the lodge map degree:
5.1.1.
Identify the bar, restaurant, pool, and breakfast area condition: using the lodge map degree:
5.1.1.1.
Circle the bar, restaurant, pool, and
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 8
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
breakfast area condition: on the map with a red marker degree: 5.1.1.2.
Tell the guest the opening and closing times of each amenity condition: degree:
5.1.1.3.
Give map to the guest condition: degree:
5.2.
Outline local area attractions condition: from your own experiences degree:
5.2.1.
Describe your favorite local area attractions condition: noting at least 2 or 3 attractions degree:
5.2.1.1.
Tell guest how far attraction is from the lodge condition: in miles or minutes degree: within 2 minutes or 1 mile
5.2.1.2.
Tell guest the cost of the attraction condition: if there is a fee degree:
5.2.1.3.
Tell guest why it's your favorite attraction condition: degree:
5.2.2.
Retrieve local attraction pamphlet from desk drawer under computer condition: ensuring it is a current edition
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 9
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives
Assessment Item(s)
Assessment Item(s)
Audience: New front desk employees will...
Embedded Practice Item
Posttest
degree: 5.2.2.1.
Give complimentary pamphlet to the guest condition: degree:
6.
Thank the guest condition: in a courteous and professional manner degree:
6.1.
Answer guest’s questions condition: in a courteous and professional manner degree: as accurately as possible
6.1.1.
Inquire about any questions guest may have condition: in a courteous and professional manner degree:
6.2.
Conclude conversation by verbally saying "Thank you" condition: in a courteous and professional manner degree:
6.3.
Conclude conversation by ending with a verbal wish ("Have a nice day/evening") condition: in a courteous and professional manner degree:
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 10
Sara Boyce ID June 24, 2007
LEARNER CHARACTERISTICS A sample group of 20 new front desk employees at Sleeping Grizzly Lodge were contacted and provided the information in this summary of learner characteristics. This audience is representative of the target population for whom the training will be developed. GENERAL INFORMATION Characteristics
Data Collected
Resources Used
Age
Ages range from 18-46. The mean age is 27. 1 employee is 46 years old. 1 employee is 40. 3 employees are 35. 2 employees are 32. 1 employee is 28. 1 employee is 27. 2 employees are 25. 2 employees are 23. 2 employees are 21. 2 employees are 19. 3 employees are 18. 75% - women 25% - men None noted
• • •
Surveys Hotel reports Interviews
• •
Surveys Lodge reports
18 employees are Caucasian (non-Hispanic). 2 employees are African American. 100% - English as a first language
• • • • •
Surveys Lodge reports Surveys Lodge reports Interviews
• • • • •
Observations Interviews Interviews Surveys Interviews
•
Interviews
Gender Health or Special Needs Ethnic/Cultural Background Language
PERSONAL/SOCIAL CHARACTERISTICS Maturity level
Adult maturity
Motivation Level
Medium/High
Expectations
Management goals, more experience, comfortable with customer service Growth within the company, promotions, progression to another company
Vocational aspirations
Learner and Context Characteristics
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Special Talents / Interests Mechanical dexterity Previous or current employment
Ability to work under various environmental conditions Interests
Photography, bird-watching, Habitat-for-Humanity volunteers, YMCA volunteers, digital scrapbooking All use computer and keyboard without trouble; acute mechanical dexterity The full time occupations vary considerably, and include: Teacher's Aide Retail Store Associate Military Student Bartender/Server Front Desk Clerk Bellman Cashier/Grocery Clerk Tour Guide/Hiking Guide Machinist Most employees are able to work under a fast-paced and stressful environment. Excessive noise and distractions affect 90% of employees' ability to work with 100% accuracy. Hiking, traveling, spending time with family, volunteering, photography, digital scrapbooking
•
Interviews
• • • • •
Interviews Observations Interviews Surveys Personnel Profiles
•
Interviews
•
Interviews
• •
Lodge reports Surveys
• •
Interviews Surveys
• •
Interviews Surveys
•
Lodge reports
ACADEMIC INFORMATION Education completed
Training level completed
Special courses completed
Previous performance levels Standardized test scores GPA
20 employees earned a high school diploma 10 employees earned an associate degree 5 employees earned an undergraduate degree 1 employee has completed previous front desk training 15 employees have completed some type of customer service training 2 employees have completed a Microsoft Office training course 15 employees have completed an Introduction to Computers course 20 employees have a satisfactory or above performance level from previous employment, education and/or experience Not applicable Not applicable
Learner and Context Characteristics
-2-
SPECIFIC ENTRY CHARACTERISTICS Prerequisite skills Previous or current experience with topic
Reading Levels Attention Span
Attitudes Towards Work
Possess basic computer skills, familiar with basic customer service skills, have pleasant demeanors 1 employee has previous experience with front desk work 17 employees have some customer service experience 20 employees have previous experience using a computer and other types of computer hardware Ranges from 7th-12th grade reading level 100% report they have an attention span of more than 20 minutes 75% of employees report they have an attention span longer than 30 minutes. National statistics show that the average attention span for people in this strata range from 20 to 30 minutes. Mid-range to Positive
•
Interviews
• • •
Interviews Surveys Lodge reports
• • • •
Observation Lodge reports Surveys National Research
• •
Interviews Surveys
LEARNING STYLES Visual / auditory preference
Perception of Information Visual - 100% responded as being highly visual regarding the perception of information. Auditory - 45% also reported auditory (i.e. through words and sounds) as a tool in the perception of information.
• •
Surveys Interviews
Sensory / intuitive
Types of Information Preferentially Perceived Sensory (external) - 70% responded as preferring sensory information. Intuitive (internal) - 30% responded as preferring internal information perception (i.e. through hunches and insights - the "aha" effect).
• •
Surveys Interviews
Inductive / deductive
How information is Organized Inductive - 85% responded they use inductive reasoning. Deductive - 15% responded they use deductive reasoning.
• •
Surveys Interviews
Actively / reflectively
How Information is Processed Actively - 90% preferred processing information through physical engagement/discussion. Reflectively - 10% preferred to ponder/reflect as a means of processing information.
• •
Surveys Interviews
Learner and Context Characteristics
-3-
Sequentially / globally
How progress towards understanding takes place Sequentially - 100% preferred to take a series of related steps in progressing towards understanding. Globally - preferred by none
• •
Surveys Interviews
INSTRUCTIONAL ENVIRONMENT Policies
Students may complete training during their work day at the lodge or during off time at their convenience
•
Lodge reports
• • •
Lodge reports Surveys Interviews
•
Lodge reports
Students must complete the training within 2 weeks of hire date Students may complete training alone or with one or more students.
Technology Hardware Software
Resources
Students are required to complete role playing activities with one or more students. Mac and PC computers, desktop and laptops 512 MB-2 GB memory 10 GB-30GB hard drive IE 6.0 and 7.0, Firefox 2.0, Safari 2.0, Netscape 6.0, 7.0, 8.0, and 9.0 Dial up internet connection, DSL internet connection, cable internet connection, WI-FI access Microsoft Office Lodge's Computer Reservation System (CRS) Printers Key card machines Credit card machines Students will have on-the-job training before, during and after on-line training. Students will be given role-playing activity guides.
Learner and Context Characteristics
-4-
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor.
Task #
Tasks / Objectives Audience: New front desk employees will...
1.
Greet the guest condition: in a courteous and professional manner degree:
1.1
Smile condition: as the guest approaches the desk degree:
1.2
Engage guest in conversation condition: degree:
1.2.1.
Initiate the conversation by asking "How are you"
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest
Q: True or False: When a guest walks into the hotel lobby, you should greet the guest in a professional manner? A: True
Greet the guest
Q: Fill in the Blank: You should _______ as the guest approaches the desk. A: Smile Q: What are the 3 questions you should ask the guest when engaging the guest in a conversation? A: 1. How are you? 2. Where are you from? 3. Have you ever visited the lodge in the past? N/A
Smile
condition: degree: 1.2.2.
N/A
Initiate the conversation by asking "Where are you from"
Smiled as the guest approached the desk: Y or N
Engage guest in conversation Engaged the guest in conversation: Y or N
Initiate the conversation by asking "How are you" Initiate the conversation by asking "Where are you from" Initiated the conversation by asking "Where you are from": Y or N
N/A
Initiate the conversation by asking "Have you ever visited the lodge in the past" condition:
Initiate the conversation by asking "Have you ever visited the lodge in the past" Initiated the conversation by
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Initiated the conversation by asking "How are you": Y or N
condition: degree: 1.2.3.
Greeted the guest in a courteous professional manner: Excellent/Good/Fair/Unacceptable
Sara Boyce
page 1
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... degree:
2.
Embedded Practice Item
Posttest
Q: List, in order, the 8 main steps to correctly process a guest reservation. A: 1.Ask guest to provide last name or reservation number 2. Enter guest's last name or reservation number in reservation box 3. Confirm guest's personal information 4. Assign guest a room 5. Apply credit card to room for incidental charges 6. Print guest reservation card 7. Recount reservation information 8. Place reservation card in file box Q: Fill in the Blank: The first step in the reservation process is to ask the guest to provide their ______ ______ or _______ _______. A: last name; reservation number Q: Where should you enter the guest's last name? A: In the reservation box
Process guest reservation
Ask guest to provide their last name or reservation number condition: degree:
2.2
Assessment Item(s)
asking "Have you ever visited the lodge in the past": Y or N
condition: using the front desk computer hardware and software degree:
2.1
Assessment Item(s)
Enter guest's last name or reservation number in reservation box condition: using the computer keyboard
Process guest reservation Processed guest reservation using the front desk computer hardware and software: Excellent/Good/Fair/Unacceptable
Ask guest to provide their last name or reservation number Asked guest for their last name or reservation number: Y or N
Enter guest's last name or reservation number in reservation box
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 2
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... degree:
2.2.1.
Embedded Practice Item
Posttest
Q: Which key on the computer keyboard do you push after typing in the guest's last name or reservation number? A. Enter B. Esc C. Spacebar D. Tab A: A (Enter) Q: List the 4 types of personal information that you would confirm with the guest after finding their reservation on the computer. A: 1. Verify name and spelling of their name 2. Verify address 3. Verify phone number 4. Verify number of guests in their party N/A
Push "enter" key
Confirm guest's personal information condition: based on guest's verification degree:
2.3.1.
Assessment Item(s)
Entered guest's last name or reservation number in reservation box: Y or N
condition: using the computer keyboard degree:
2.3
Assessment Item(s)
Verify name and spelling of their name condition: degree:
2.3.2.
Pushed "enter" key: Y or N
Confirm guest's personal information Confirmed guest's personal information: Y or N
Verify name and spelling of their name Verified name and spelling of their name: Y or N
N/A
Verify address condition: degree:
2.3.3.
Push "enter" key
Verify address Verified address: Y or N
N/A
Verify phone number condition:
Verify phone number Verified phone number: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 3
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... degree:
2.3.4.
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest
N/A
Verify number of guests in their party condition: degree:
2.4.
Verified number of guests in their party: Y or N
Assign guest a room condition: based upon current room availability degree:
2.4.1.
Determine guest room preferences condition: based on floor and bed type degree:
2.4.1.1.
Ask guest what floor they prefer condition: giving the guest a choice of 1, 2, 3, 4, or 5 degree:
2.4.1.2.
Verify number of guests in their party
Ask guest what type of bed arrangement they prefer condition: giving the guest a choice of King, Queen, Double, Single, 2 Doubles, 2 Singles, or 2 Queens degree:
Q: The 2 main steps in assigning the guest a room are: 1. _________________ 2. _________________ A: 1. Determine guest room preferences 2. Choose a room for the guest Q: Based on what two conditions should you determine the guest room preferences? A: floor and bed type Q: True or False: Never ask the guest which floor they prefer. A: False
Assign guest a room
Q: What are the types of bed arrangements you may ask the guest that they prefer? A. King, Queen, and Double B. King, Queen, Single, 2 Doubles, 2 Singles and 2 Queens C. King, Queen, 2 Singles, and 2 Doubles D. King, Queen and Single
Ask guest what type of bed arrangement they prefer
Assigned guest a room: Y or N
Determine guest room preferences Determined guest room preferences: Y or N
Ask guest what floor they prefer Asked guest what floor they prefer: Y or N
Asked guest what type of bed arrangement they prefer: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 4
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
2.4.2.
Recall room codes condition: from memory degree:
2.4.2.2.
Assessment Item(s)
Embedded Practice Item
Posttest
A: B Q: Fill in the Blank: You should choose a room for a guest based upon _______ ________ and from rooms currently available. A: guest's preferences Q: A guest has a King bed in room 322 in building 6, on the 5th floor. What is the room code? A: K65322
Choose a room for guest condition: based upon guest's preferences degree: from rooms currently available
2.4.2.1.
Assessment Item(s)
Q: Where should you enter the room code and room number? A: in guest room box
Enter room code in guest room box condition: using the computer keyboard degree:
Choose a room for guest Chose a room for guest: Y or N
Recall room codes Q: List and explain all of the room codes used at the lodge. A: K1-10,1-5xxx = King bed, building #1-10, floor #1-5, room #(xxx); DD1-10,1-5xxx = 2 Double beds, building #1-10, floor #1-5, room # (xxx); Q1-10,1-5xxx = Queen bed, building #1-10, floor #1-5, room # (xxx); SS1-10,1-5xxx = 2 Single beds, building #1-10, floor #1-5, room # (xxx); S1-10,1-5xxx = Single bed, building #1-10, floor #1-5, room # (xxx) QQ1-10,1-5xxx = 2 Queen beds, building #1-10, floor #1-5, room # (xxx)
Enter room code in guest room box Entered room code in guest room box: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 5
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... 2.4.2.3.
Push "enter" key condition: using the computer keyboard degree:
2.5.
Apply credit card to room for incidental charges condition: based upon hotel regulations degree:
2.5.1.
Ask guest for credit card condition: accepting only MC, VISA, DISCOVER, and AMERICAN EXPRESS degree:
2.5.2.
Explain to guest why a credit card is needed condition: based upon hotel regulations previously learned degree:
2.5.3.
Slide credit card through credit card machine condition: with credit card logo facing right and black stripe down degree:
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest
Q: Which key on the computer keyboard do you push after entering the room code and room number? A. Tab B. Ctrl + R C. Spacebar D. Enter A: D (Enter) Q: Why do you need to apply a credit card to the guest's room? A: for incidental charges
Push "enter" key
Q: True or False: When asking a guest for a credit card, you should tell them the lodge accepts Diner's Club Card. A: False Q: True or False: The guest doesn't need to know why a credit card is needed. A: False
Ask guest for credit card
Q: You should slide the credit card through the credit card machine with: A. the logo facing the right and black stripe up B. the logo facing the right and black stripe down C. the logo facing right and black stripe up
Slide credit card through credit card machine
Pushed "enter" key: Y or N
Apply credit card to room for incidental charges Applied credit card to room for incidental charges: Y or N Asked guest for credit card: Y or N
Explain to guest why a credit card is needed Explained to guest why a credit card is needed: Y or N
Slid credit card through credit card machine with logo facing right and black stripe down: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 6
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
2.5.4.
Push "enter" key
Return credit card to guest condition: degree:
2.6.
Print guest reservation card condition: using the front desk printer degree:
2.6.1.
Click "printer" icon on computer screen condition: using the left mouse button degree:
2.6.2.
Retrieve guest reservation card from the front desk printer condition: degree:
2.7.
Assessment Item(s)
Embedded Practice Item
Posttest
D. the logo facing down and black stripe facing right A: B Q: Which key on the computer keyboard do you push after sliding credit card through credit card machine? A. Shift + C B. Backspace C. Enter D. Spacebar A: C (Enter) Q: True or False: You should keep the credit card at the front desk in case the guest needs to charge a movie to their room. A: False Q: True or False: You don't need to print the guest reservation card. A: False Q: Which icon do you need to click with your left mouse button in order to print the reservation card? A: printer Q: Where will you retrieve the guest reservation card? A: from the front desk printer
condition: using the computer keyboard degree:
2.5.5.
Assessment Item(s)
Q: What are the 3 steps in
Recount reservation information
Push "enter" key Pushed "enter" key: Y or N
Return credit card to guest Returned credit card to guest: Y or N
Print guest reservation card Printed guest reservation card: Y or N
Click "printer" icon on computer screen Clicked "printer" icon on computer screen: Y or N
Retrieve guest reservation card from the front desk printer Retrieved guest reservation card from the front desk printer: Y or N
Recount reservation information
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 7
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... condition: based upon guest's verification degree:
2.7.1.
Confirm that all information on the card is correct condition: based upon guest's verification degree:
2.7.2.
Tell guest to write their vehicle information on the card condition: if they have a vehicle with them degree:
2.7.3.
Tell guest to sign and date the card condition: with a ball-point pen degree:
2.8.
Place reservation card in file box condition: degree:
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest
recounting the reservation information? A: 1. Confirm that all information on the card is correct 2. Tell guest to write their vehicle information on the card 3. Tell guest to sign and date the card Q: True or False: It is important to confirm that all information on the card is correct based upon guest's verification. A: True Q: Fill in the Blank: Tell guest to write their _________ information on the card, if necessary. A: Vehicle Q: True or False: You, as the front desk employee, need to sign and date the reservation card. A: False Q: After the guest signs and dates the reservation card you should put the card: A. under the computer in the desk drawer B. in the trash can C. on the manager's desk D. in the file box
Recounted reservation information based upon guest's verification: Y or N
Confirm that all information on the card is correct Confirmed that all information on the card was correct based upon guest's verification: Y or N
Tell guest to write their vehicle information on the card Told guest to write their vehicle information on the card: Y or N
Tell guest to sign and date the card Told guest to sign and date the card with a ball-point pen: Y or N
Place reservation card in file box Placed reservation card in file box: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 8
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
2.8.1.
Assessment Item(s)
Embedded Practice Item
Posttest
A: D Q: If a guest's last name is Jones-Walters, in which file folder would you put their reservation card? A: the "J" file folder
Put card in file folder condition: alphabetically by guest's last name degree:
3.
Assessment Item(s)
Q: Rearrange the following steps for making key cards so that they are in proper order: 1. Slide 2nd blank key card through key card machine 2. Recall guest's room number 3. Choose two blank key cards from desk drawer under computer 4. Place guest's key cards in jacket cover 5. Slide 1st blank key card through key card machine 6. Give key cards to guest 7. Enter room number in key card machine 8. Retrieve key card jacket cover from desk drawer under computer 9. Write guest's room number on jacket cover A: 3, 2, 7, 5, 1, 8, 4, 9, 6
Make key cards condition: using the key card machine degree:
Put card in file folder Put card in file folder alphabetically by guest's last name: Y or N
Make key cards Made key cards using key card machine: Excellent/Good/Fair/Unacceptable
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 9
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
3.1.
Choose two blank key cards from desk drawer under computer condition: degree:
3.2.
Recall guest's room number condition: from memory or reservation card degree:
3.3.
Enter room number in key card machine condition: using keypad degree:
3.4.
Slide 1st blank key card through key card machine condition: with logo facing left and black stripe down degree: with a maximum of 3 attempts
3.5.
Slide 2nd blank key card through key
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest
Q: How many blank key cards should you choose from the desk drawer under the computer: A. 3 B. 1 C. 2 A: C (2) Q: If you can't recall a guest's room number, where can you look to find it? A: on the guest's reservation card Q: Fill in the Blank: Enter the guest's ______ ________ in key card machine using the keypad. A: room number Q: You should slide the key card through the key card machine with: A. the logo facing the left and black stripe down B. the logo facing the right and black stripe down C. the logo facing right and black stripe up D. the logo facing down and black stripe facing right A: A Q: True or False: You only need
Choose two blank key cards from desk drawer under computer Chose two blank key cards from desk drawer under computer: Y or N
Recall guest's room number Recalled guest's room number from memory or reservation card: Y or N
Enter room number in key card machine Entered room number in key card machine using keypad: Y or N
Slide 1st blank key card through key card machine Slid 1st blank key card through key card machine with logo facing left and black stripe down by the 3rd attempt: Y or N
Slide 2nd blank key card
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 10
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... condition: with logo facing left and black stripe down degree: with a maximum of 3 attempts
3.7.
through key card machine Slid 2nd blank key card through key card machine with logo facing left and black stripe down by the 3rd attempt: Y or N
Retrieve key card jacket cover from desk drawer under computer
A: desk drawer under computer
Place guest's key cards in jacket cover
Q: True or False: Before giving the key cards to the guest, place the key cards in the jacket cover. A: True Q: Fill in the Blank: Write the guest's room number on the _______ ________ with a red marker. A: jacket cover Q: True or False: Keep the key cards at the desk for the guest to pick up when they need to get into their room. A: False
Place guest's key cards in jacket cover
Q: True or False: After giving the guest their key cards, you should direct the guest to their room. A: True
Direct guest to their room
Retrieved key card jacket cover from desk drawer under computer: Y or N
Write guest's room number on jacket cover
Give key cards to guest condition: degree:
4.
Posttest
condition: degree:
condition: with a red marker degree: 3.9.
Embedded Practice Item
Retrieve key card jacket cover from desk Q: Where are the key card jacket covers located? drawer under computer
condition: degree: 3.8.
Assessment Item(s)
to slide the 1st key card through the key card machine. A: False
card machine
3.6.
Assessment Item(s)
Direct guest to their room condition: using the lodge map degree:
Placed guest's key cards in jacket cover: Y or N
Write guest's room number on jacket cover Wrote guest's room number on jacket cover with a red marker: Y or N
Give key cards to guest Gave key cards to guest: Y or N
Directed guest to their room: Excellent/Good/Fair/Unacceptable
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 11
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
4.1.
Retrieve lodge map from desk drawer under computer and put on desk counter condition: degree:
4.1.2.
Posttest
Q: True or False: You should turn the map so that the guest can read it. A: True Q: What is the first location on the lodge map you should identify for the guest: A. the front desk B. the pool C. the breakfast area D. their room A: A Q: What symbol should you draw at the front desk location on the map? A. @
Turn map so guest can read it
Identify the front desk condition: using the lodge map degree:
4.1.3.1.
Embedded Practice Item
Diagram the directions Diagrammed the directions using the lodge map: Y or N
Retrieve lodge map from desk drawer under computer and put on desk counter Retrieved lodge map from desk drawer under computer: Y or N
condition: degree: 4.1.3.
Assessment Item(s)
Q: List the 5 steps you would do to diagram the directions for directing the guest to their room. A: 1. Retrieve lodge map 2. Turn map so guest can read it 3. Identify the front desk 4. Identify guest's room 5. Explain the best route for guest to walk or drive to their room Q: Where are the lodge maps located? A: desk drawer under computer
Diagram the directions condition: using the lodge map degree:
4.1.1.
Assessment Item(s)
Draw an X at the front desk location condition: on the map with a red marker degree:
Turn map so guest can read it Turned map so guest could read it: Y or N
Identify the front desk Identified the front desk using the lodge map: Y or N
Draw an X at the front desk location Drew an X at the front desk location on the map with a red
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 12
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
4.1.4.
Identify guest's room
Circle guest's room condition: on the map with a red marker degree:
4.1.5.
Explain the best route for guest to walk or drive to their room condition: using the lodge map degree:
4.1.5.1.
Assessment Item(s)
Embedded Practice Item
Posttest
B. X C. O D. A: B Q: What is the first location on the lodge map you should identify for the guest: A. the pool B. the front desk C. their room D. the bathrooms A: C Q: True or False: You should circle the guest's room on the map with a red marker. A: True Q: Using the lodge map, explain the best route for a guest leaving the front desk and walking to room 63122. A: Walk out the front door of the lobby, make a right on the sidewalk, pass three buildings on your right, the 4th building is building #6, proceed up the first 2 flights of stairs, or take the elevator to the 3rd floor, make a left from the stairs or the elevator and room 122 is just down the hall. Q: Fill in the Blank: You should draw a line on the map between
condition: using the lodge map degree:
4.1.4.1.
Assessment Item(s)
Draw a line between the front desk and the guest's room
marker: Y or N
Identify guest's room Identified guest's room using the lodge map: Y or N
Circle guest's room Circled guest's room on the map with a red marker: Y or N
Explain the best route for guest to walk or drive to their room Explained the best route for guest to walk or drive to their room using the lodge map: Y or N
Draw a line between the front desk and the guest's room
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 13
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... condition: on the map with a red marker degree: 4.1.5.2.
Verbalize the directions to the guest
Verify that the guest understands how to get to their room condition: by repeating directions if necessary degree:
5.
Assessment Item(s)
Embedded Practice Item
Posttest
the guest's room and the ________ ________. A: front desk Q: True or False: You should give the map to the guest without verbalizing the directions. A: False Q: If the guest does not understand how to get to their room, what should you do? A: repeat the directions
condition: using the lodge map degree: 4.2.
Assessment Item(s)
Identify lodge amenities and local attractions condition: using the lodge map degree:
Drew a line between the front desk and the guest's room on the map with a red marker: Y or N
Verbalize the directions to the guest Verbalized the directions to the guest using the lodge map: Y or N
Verify that the guest understands how to get to their room Verified that the guest understood how to get to their room: Y or N
Q: After directing the guest to their room, use the lodge map to _________ ___________ _________ and local attractions. A: Identify lodge amenities
Identify lodge amenities and local attractions
Q: List the 4 steps for outlining the basic amenities the lodge offers to the guest. A: 1. Identify bar, restaurant, pool, and breakfast area 2. Circle bar, restaurant, pool and breakfast area 3. Tell guest the opening and closing time of each amenity
Outline the basic amenities the lodge offers
Identified lodge amenities and local attractions using the lodge map: Excellent/Good/Fair/Unacceptable
5.1.
Outline the basic amenities the lodge offers condition: using the lodge map degree:
Outlined the basic amenities the lodge offers using the lodge map: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 14
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
5.1.1.
Circle the bar, restaurant, pool, and breakfast area condition: on the map with a red marker degree:
5.1.1.2.
Tell the guest the opening and closing times of each amenity condition: degree:
5.1.1.3.
Give map to the guest condition: degree:
5.2.
Outline local area attractions condition: from your own experiences degree:
5.2.1.
Assessment Item(s)
Embedded Practice Item
Posttest
4. Give map to the guest Q: List the 4 lodge amenities you should identify for the guest. A: bar, restaurant, pool, breakfast area Q: True or False: You should just point out the lodge amenities on the lodge map for the guest. A: False Q: True or False: The guest knows what time pool opens and closes every day during their stay. A: False Q: When you are done describing the amenities you should do what with the map? A. Throw it away B. Give it to the guest C. Put it in a desk drawer D. Keep it to identify the amenities for the next guest A: B Q: Fill in the Blank: Always outline local area attractions from your own ____________. A: experiences Q: Name 2 or 3 of your favorite area attractions.
Identify the bar, restaurant, pool, and breakfast area condition: using the lodge map degree:
5.1.1.1.
Assessment Item(s)
Describe favorite local area attractions
Identify the bar, restaurant, pool, and breakfast area Identified the bar, restaurant, pool, and breakfast area using the lodge map: Y or N
Circle the bar, restaurant, pool, and breakfast area Circled the bar, restaurant, pool, and breakfast area on the map with a red marker: Y or N
Tell the guest the opening and closing times of each amenity Told the guest the opening and closing times of each amenity: Y or N
Give map to the guest Gave map to the guest: Y or N
Outline local area attractions Outlined local area attractions: Y or N
Describe favorite local area
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 15
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... condition: noting at least 2 or 3 attractions degree:
5.2.1.1.
Tell guest how far attraction is from the lodge
Tell guest the cost of the attraction condition: if there is a fee degree:
5.2.1.3.
Tell guest why it's a favorite attraction condition: degree:
5.2.2.
Assessment Item(s)
Embedded Practice Item
Posttest
A: 1. Nature hike at Yellowstone National Park 2. Skydiving 3. Taking photos at the Overlook Q: How far is each of your favorite area attractions from the lodge? A: 10 miles, 25 miles, 20 minute drive Q: How much does each of your favorite area attractions cost? A: Entrance to the park is $50 per person, Skydiving is $150 per person, taking photos is free at the Overlook Q: Why is each of the area attractions you chose your favorite? A: I love being outdoors and hiking, I love the thrill of extreme sports, and taking photos is a hobby of mine and this part of the country is a great area for getting some beautiful outdoor shots Q: Where are the current editions of the local attraction pamphlets located? A: desk drawer under computer
condition: in miles or minutes degree: within 2 minutes or 1 mile 5.2.1.2.
Assessment Item(s)
Retrieve local attraction pamphlet from desk drawer under computer condition: ensuring it is a current edition degree:
attractions Described favorite local area attraction: Y or N
Tell guest how far attraction is from the lodge Told guest how far attraction is from the lodge: Y or N
Tell guest the cost of the attraction Told guest the cost of the attraction: Y or N
Tell guest why it's a favorite attraction Told guest why it's a favorite attraction: Y or N
Retrieve local attraction pamphlet from desk drawer under computer Retrieved local attraction pamphlet from desk drawer under computer ensuring it was a current edition: Y
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 16
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will...
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest or N
5.2.2.1.
Q: True or False: You should give the pamphlet to the guest and charge them a fee for it. A: False
Give complimentary pamphlet to the guest condition: degree:
6.
Thank the guest condition: in a courteous and professional manner degree:
6.1.
Answer guest’s questions condition: in a courteous and professional manner degree: as accurately as possible
6.1.1.
Inquire about any questions guest may have condition: in a courteous and professional manner degree:
6.2.
Conclude conversation by verbally saying "Thank you" condition: in a courteous and professional manner degree:
6.3.
Conclude conversation by ending with a verbal wish ("Have a nice day/evening") condition: in a courteous and professional
Give complimentary pamphlet to the guest Gave complimentary pamphlet to the guest: Y or N
Q: Describe how you would thank the guest and conclude the conversation. A: Answer all of their questions after asking if they have any, verbally say thank you and tell them to have a great day Q: True or False: If a guest has a question, you should tell them that you don't know the answer. A: False Q: True or False: Don't ask the guest if they have any questions; they can find someone else in the lodge to ask. A: False Q: True or False: You should end the conversation by verbally saying "Thank you" to the guest A: True
Thank the guest
Q: True or False: Tell the guest to have a nice day or evening before they leave the front desk. A: True
Conclude conversation by ending with a verbal wish ("Have a nice day/evening")
Thanked the guest in a courteous and professional manner: Excellent/Good/Fair/Unacceptable
Answer guest’s questions Answered guest's questions: Y or N
Inquire about any questions guest may have Inquired about any questions guest may have: Y or N
Conclude conversation by verbally saying "Thank you" Concluded conversation by verbally saying "Thank you": Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 17
Instructional Goal: Front desk employees will demonstrate proper check-in procedures with a professional and courteous demeanor. Task #
Tasks / Objectives Audience: New front desk employees will... manner degree:
Assessment Item(s)
Assessment Item(s)
Embedded Practice Item
Posttest Concluded conversation by ending with a verbal wish: Y or N
*Unless otherwise noted, all objectives will be measured at 100% accuracy
Task/Objectives/Evaluation
Sara Boyce
page 18
TRAINEE RESOURCE MANUAL FOR
SLEEPING GRIZZLY LODGE FRONT DESK TRAINING PROPER CHECK-IN PROCEDURES
LESSON MANUAL Goal and Objectives This training module is composed of three lessons designed for new front desk employees working at the Sleeping Grizzly Lodge. This training will assist you in performing proper check-in procedures and maintaining a professional and courteous attitude while assisting guests. The lessons included in this training are: • Greeting guests as they arrive at the Lodge • Directing guests to their rooms after processing their reservation • Thanking the guest and concluding the conversation
Content Outline 1. Greet the guest 1.1. Smile as the guest approaches the front desk 1.2. Engage the guest in a conversation 2. Direct the guest to their room 2.1. Diagram the directions using the lodge map 2.2. Verify that the guest understands how to get to their room 3. Thank the guest 3.1. Answer the guest's questions 3.2. Tell the guest thank you 3.3. Tell the guest to have a nice day/evening Print Resources 1. Kline, Sheryl F., and William Sullivan. Hotel Front Office Simulation Workbook with CD-ROM. Wiley, Johns, and Sons, Inc., 2002. ISBN: 0471203319 2. Baker, Sue, Pam Bradley, and Jeremy Huyton. Principles of Hotel Front Office Operations. 2nd ed. Thomson Learning EMEA, Limited, 2001. ISBN:1844800903 3. Ismail, Ahmed. Front Office Operations and Management. 1st ed. Thomson Delmar Learning, 2002. ISBN: 0766823431
4. Tisch, Jonathan M., and Karl Weber. Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience. 1st ed. Wiley, John & Sons, Incorporated, 2007. ISBN: 0470043555
Media Resources U.S. Department of Labor Bureau of Labor Statistics Occupational Outlook Handbook for Hotel, Motel, and Resort Desk Clerks. 28 June 2007 <http://www.bls.gov/oco/ocos132.htm>. American Hotel and Lodging Association. 28 June 2007 <http://www.ahla.com>. Hospitality Net. 28 June 2007 <http://www.hospitalitynet.org/index.html>. News about the hospitality industry, events, training, links to alliances within the industry, and community forums Hotel Schools. 28 June 2007 <http://www.hotelschools.com/choose.html>. Resources for current /prospective hospitality students, university finder, and hotel industry information
Materials Required for Training The materials required for this training include: • Internet Access for accessing the training • Login and Password for accessing the Lodge's employee website where the training is located • Worksheet for video segment within the training • Lodge Map for use within the training Time Requirements for the Training Training should take between 30 - 60 minutes
PERFORMANCE CHECKLIST:
1. Greeted the guest in a courteous professional manner 1.1. Smiled as the guest approached the desk 1.2. Engaged the guest in conversation 1.2.1. Initiated the conversation by asking "How are you?" 1.2.2. Initiated the conversation by asking "Where are you from?" 1.2.3. Initiated the conversation by asking "Have you ever visited the lodge in the past?" 2. Directed guest to their room
2.1. Diagrammed the directions using the lodge map 2.1.1. Retrieved lodge map from desk drawer under computer and put it on the desk counter 2.1.2. Turned the map so the guest could read it 2.1.3. Identified the front desk using the map 2.1.3.1. Drew an X at the front desk location on the map with a red marker 2.1.4. Identified guest's room using the lodge map 2.1.4.1. Circled guest's room on the map with a red marker 2.1.5. Explained the best route for the guest to walk or drive to their room using the lodge map 2.1.5.1. Drew a line between the front desk and the guest's room on the map with a red marker 2.1.5.2. Verbalized the directions to the guest using the lodge map 2.2. Verified that the guest understood how to get to their room
| Excellent | Good | Fair | Unacceptable | Yes
No
Yes Yes
No No
Yes
No
Yes
No
| Excellent | Good | Fair | Unacceptable | Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
3. Thanked the guest in a courteous and professional manner 3.1. Answered the guest's questions 3.1.1. Inquired about any questions guest may have 3.2. Concluded the conversation by verbally saying "Thank you" 3.3. Concluded the conversation by end with a verbal wish such as "Have a nice day/evening"
JOB AIDS: Attached Job Aids: • Sleeping Grizzly Lodge Map • Video segment worksheet
| Excellent | Good | Fair | Unacceptable | Yes Yes
No No
Yes
No
Yes
No
VIDEO SEGMENT WORKSHEET Write down some errors you saw in the video: "How Not to Check-In a Guest." You should be able to come up with at least 5 errors the front desk employee made while checking in the hotel guest. Replay the video if needed.
1.
2.
3.
4.
5.
Notes:
TRAINING ONE-TO-ONE EVALUATION WORKSHEET Evaluation Information Lynn Dugan, the store manager at Bath and Body Works at the Columbia Mall in Bloomsburg, PA, evaluated the Front Desk-Proper Check-In Procedures training module prototype and final evaluation performance checklist. The evaluation took place on June 30, 2007 between 5:30pm and 6:05pm at the Bath and Body Works store. Most of the evaluation session was held in the back room at the store. Ms. Dugan gave appropriate, constructive, positive and negative feedback. Overall, the evaluation session was a success. Only slight modifications to the training module prototype will need to be looked at further. Course Information Course / Module Name Course / Module Revision Training Format/Medium Course Reference Number Representative Developer / Proctor of Evaluation Evaluator Evaluator Name Evaluator Title / Job Description Evaluatorâ&#x20AC;&#x2122;s Previous Experience with training content Evaluator Demographics (relevant items only) Evaluation Parameters Date of Evaluation Beginning Time End Time Location / Evaluation Setting (in detail)
What was Reviewed
Training One-to-One Evaluation Worksheet
Front Desk Training--Proper Check-In Procedures 1 Computer Based Training/Web Based Training N/A Sara Boyce
Lynn Dugan Store Manager/Duties include managing human resources, training, inventory and overall store functions at Bath and Body Works Evaluator has been in the customer service industry for 15-20 years Adult learner, age 40, has previous customer service experience, English is first language June 30, 2007 5:30pm 6:05pm Back room and register area of Bath and Body Works store at the mall; music playing in the background; 2-3 short interruptions from customers and other employees; evaluator and proctor sat at a desk when going over training prototype and stood behind the register counter when filling out the survey Training Prototype and Performance Checklist
Page 1 of 6
Feedback on Training Content and Delivery Section / Lesson Introduction
Evaluation Aspect Positives / “+’s”
Comments
Negative Items / “-‘s”
Typographical / content errors / visual or image errors 1.Greet the guest
Positives / “+’s”
Negative Items / “-‘s”
Typographical / content errors
2. Direct the guest to their room -Identify front desk using the map
Positives / “+’s”
Negative Items / “-‘s”
-Identify guest's room using the map Typographical / content errors
2. Direct the guest to their room -Explain the best route from the front desk to the guest's room
Positives / “+’s”
Negative Items / “-‘s”
Typographical / content errors
Training One-to-One Evaluation Worksheet
Page 2 of 6
3. Thank the guest
Positives / “+’s”
Negative Items / “-‘s”
Typographical / content errors
Conclusion
Positives / “+’s”
Negative Items / “-‘s”
Typographical / content errors
Training One-to-One Evaluation Worksheet
Page 3 of 6
Feedback on Assessment Items Assessment: Practice Questions for Front Desk Training--Proper Check-In Procedures Assessment Type: Grading Scale: Passing Grade: Assessment Embedded Item / Practice (if applicable): Rubric # of Attempts used to answer question/perform task correctly (“1” = correct on first attempt)
1. pg 9 2. pg 10 3. pg 11 4. pg 21 5. pg 22 6. pg 23 7. pg 24 8. pg 25 9. pg 26 10. pg 27 11. pg 28 12. pg 29 13. pg 30 14. pg 31 15. pg 32 16. pg 36 17. pg 37 18. pg 38 19. pg 39 20. pg 40
Pre-Test Grade: Post-Test Grade:
Multiple Choice, True/False, Fill-in-the-Blank, Short Answer No grades given; Student will see immediate feedback No passing/failing grades given
Post-Test (if applicable): # of Attempts used to answer question/perform task correctly (“1” = correct on first attempt)
Typographical Errors / Content Inconsistencies (if any)
Comments:
N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A
Training One-to-One Evaluation Worksheet
Pass or Fail? Pass or Fail?
N/A N/A
Page 4 of 6
Exit Survey Statement
Strongly Disagree
Mildly Disagree
Neither Agree nor Disagree
Mildly Agree
Strongly Agree
The training text was clear and understandable. The training was organized in a way that made it easier to learn the material. The training content was relevant and complete, with respect to [my] / [potential trainees’] needs. The training difficulty level was appropriate for [me] / [potential trainees]. The embedded examples, multimedia and exercises enhanced my retention of the material. The final assessment questions accurately represented the training material and goals. Statement
Too Short – Not Enough Content in this Module / Lesson / Course
Just Right
Too Long – Content should be split over multiple Modules / Lessons / Courses
How do you feel about the overall length of this module / lesson / course? Was the lesson too short (not enough content to be valuable), too long (too much content delivered at once), or just right? Additional Comments about the Overall Training
Comments about the Evaluation Session, Procedures and Feedback Form
Evaluator’s Signature: _______________________________________
Date: ________________
Proctor’s Signature: _________________________________________
Date: ________________
Training One-to-One Evaluation Worksheet
Page 5 of 6
Summary and Red Flags: The one-to-one evaluation of the training prototype and performance checklist was a great experience and it was interesting to get the point-of-view from someone as the "trainee". The evaluator viewed the training differently than I did as the designer. She pointed out events in the training that she did not understand but had an idea of how to make that portion of the training more understandable to a novice front desk employee. Her experience in customer service was a very valuable asset to this evaluation session. There are three "red flags" that came out of this evaluation session that I would look at more carefully if I were to continue the design process and record more evaluation sessions. 1. The evaluator noted some very simple ideas within the training that seemed more common sense than something that should be taught. I may need to take out some training events or replace with more difficult material. 2. There are too many practice items right in a row at the end of one of the training sections. I may look into dividing that section into two or more sections with the embedded practice questions split up. 3. The maps may be too small for the trainee to learn from and practice with on the computer screen. I would have to address that with the training developer.
Training One-to-One Evaluation Worksheet
Page 6 of 6