LM Front Office

LM-Front Office Grade 9
K to 12 Basic Education Program
TECHNOLOGY AND LIVELIHOOD EDUCATION
HOME ECONOMICS
LEARNERS MATERIAL
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FRONT OFFICE
Specialization Course for Grade 9
1
Executive Summary
Hospitality management industry has one of the biggest demands of
workforce on the world today. People travel to places every now and then to
relax, explore, be entertained, and shortly escape from their rigid roles in the
everyday work. In order to address the guests needs for comfort, there are
hotel staffs who can give them heartwarming experiences which they may
remember for the rest of their lives.
In this course, you will learn the core competencies that a Front Desk
Officer should experience in order to provide quality services to the clients.
The module is designed to improve your skills in your own pace based on the
TESDA Training Regulations.
The first part of this learning resource will assess your Personal
Entrepreneurial Competencies and Skills (PECS) and let you demonstrate
your understanding of the environment and market in Front Office Services
through developing a product or service, selecting a business, and creating
an identified brand for the product. The next part of the module will then
discuss the core competencies which are subdivided into four chapters. The
Chapter 1focuses on how to accurately receive and process reservations
which describe the procedures on receiving reservation request, recording
and updating details of reservation, and advising others about the reservation
details. As part of the reservation procedure, you will also learn to operate the
computerized reservation system specifically accessing and manipulating
system information, creating reservation, sending and receiving
communications to colleagues using the required features of the system. The
Chapter 2 lets you demonstrate your skills in providing accommodation
reception services which includes preparing for guest arrival, welcoming and
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registering guests, organizing for their departure, and preparing front office
records and reports. The Chapter 3 allows you to monitor financial
transactions and complete routine records and report during the Night Audit,
as well as providing club reception services through processing club
memberships, and monitoring the guests affiliation to the club. Lastly, the
Chapter 4 explains the processes on how to provide porter services upon
arrival and departure of guests, handling their luggage, and respond to
request for concierge services. This will also details the important tasks to be
performed by the cashier such as preparing the guest folio, collecting cash,
and processing the receipts.
Enjoy using this module as your guide in attaining the National

Certificate II (NCII) in Front Office, be employed in the hospitality industry or
establish your business for sustainable source of living.
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Table of Contents
Cover Page
Executive Summary..1
Table of Contents..2
Introduction....4
Content Standard and Performance Standard.5
Learning Objectives..5
Personal Entrepreneurial Competencies (PECS)6
Understanding Business Environment and Business Ideas..13
Diagnostic Assessment...18
QUARTER I
Pre-Test 1..24
Lesson 1: Receiving and Processing Reservations
Lesson 1.1 Receive Reservation Request...27
Lesson 1.2 Record Details of Reservation...38
Lesson 1.3 Update Reservation.48
Lesson 1.4 Advice Others on Reservation Details..53
Lesson 2: Operate Computerized Reservation System (OR)
Lesson 2.1 Access and Manipulate Reservation System..58
Post-Test 1....66
QUARTER II
Pre-Test 2..69
Lesson 1: Provide Accommodation Reception
Lesson 1.1 Prepare for Guest Arrival72
Lesson 1.2 Welcome and Register Guest77
Lesson 1.3 Organize Guest Departure.81
Post-Test 285
QUARTER III
Pre-Test 3.88
Lesson 1: Conduct Night Audit
Lesson 1.1 Monitor Financial Transactions.91
Lesson 1.2 Completing Routine Records and Reports.97
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Table of Contents
Lesson 2: Provide Club Reception Services (CR)
Lesson 2.1 Provide Information on Club Services and Process.102
Membership
Lesson 2.2 Monitor Entry to Club....106
Post-Test 3..109
QUARTER IV
Pre-Test 4....112
Lesson 1: Provide Porter Services (PS)
Lesson 1.1 Handle Guest Arrival and Departure..114
Lesson 1.2 Handle Guest Luggage....119
Lesson 1.3 Respond to Request for Concierge Services....124
Lesson 2: Performing Cashier Task
Lesson 2.1 Prepare Guest Folio..128
Lesson 2.2 Collect Cash, Cash Equivalents or Non-Cash
Transactions131
and Process Receipts and Payments
Post-Test 4..135
Summary Test... 137

Synthesis....144
Glossary..145
Bibliography....148
Key to Correction...149
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Introduction
Technology and Livelihood Education (TLE) is one of the nomenclature
in the implementation of the K to 12 Basic Education Program (BEP)
composed of four components; namely, Agri-Fishery Arts, Home Economics,
Industrial Arts and Information and Communication Technology. In this
module, the focus is on Home Economics course Front Office.
In this course, varied and relevant activities and opportunities are

provided to demonstrate your understanding of concepts and core
competencies as prescribed in TESDA Training Regulation in Front Office
and provide quality services to target clients. This will also be a venue for you
to assess yourself and identify aspects of business that you need to
strengthen and safeguard before you become a part of the workforce.
Today in the world of work, the number of available jobs is scars and
the Department of Education is revitalizing its resources to lead the young
mind and to prepare them skillfully as future Receptionist. It is in honing the
skills that learners can assure to have an edge of surviving the daily needs of
oneself and of others. It seeks to provide students with the knowledge,
attitude, values and skills in the field of Front Office.
This module is specifically crafted to focus on the different activities

that will assess your level in terms of skills and knowledge that you are
expected to demonstrate through this learners materials. Learning
procedures are divided into different sections - What to Know, What to
Process, What to Reflect and Understand, and What to Transfer. Read and
answer with the suggested tasks and accomplish them to practice developing
a sustainable program, prioritizing needs and building vision.
So, explore and experience the K to 12 TLE modules and be a step

closer to a successful Receptionist someday.
After finishing all the activities in this module, expect job

opportunities and experience to set up a business enterprise which
will generate jobs for others.
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Content Standard
The learners demonstrates understanding of the concepts and theories

in Front Office Services
Performance Standards
The learner independently demonstrates competencies in Front Office

Services as prescribed in the TESDA Training Regulation.
Learning Objectives
This module is dedicated for learners who aspire to improve their

understanding and skills in Front Office Services and serve as their guide in
attaining the National Certificate Level II (NCII).
Generally, learners are expected to become proficient in performing

the following competencies at the end of the course:
1. assess their Personal Entrepreneurial Competencies (PECs)

2. establish a business in the locality using the acquired skills and
competencies in Front Office Services
3. observe proper business etiquettes in handling and receiving phone
calls
4. accurately process and record hotel reservations
5. appreciate the importance of giving a courteous and personalized
service with the hotel guests
6. monitor financial transactions and record keeping
Are you ready now to explore and learn the fundamentals

of Front Office Services? You will surely love to complete
the exercises and be engaged in the suggested hands on
activities.
Keep reading and enjoy!
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CONCEPT REVIEW
At the start of your journey in learning Front Office Services the

Personal Entrepreneurial Competencies and entrepreneurial mindsets were
introduced. In this concept review, you will be reminded of these lessons and
you get to assess whether or not you have the competencies found among
entrepreneurs. In addition, a brief lesson on the Business Environment and
Idea Generation is provided to help contextualize how your skills might be
useful for an entrepreneurial venture. Read on to find out!
LEARNING OUTCOME 1:
ASSESS PERSONAL ENTREPRENEURIAL COMPETENCIES
Entrepreneur
An entrepreneur is comprehensively defined by Zimmerer &
Scarborough (2005) as someone who creates a new business in the face of
risk and uncertainty for the purpose of achieving profit and growth by
identifying significant opportunities and assembling the necessary resources
to capitalize on them. They are the ones who act on their business ideas.
Personal Entrepreneurial Competencies

There has been many studies to characterize the entrepreneurial
personality; although there is no isolated set of traits that guarantee success,
there were identified behaviors found common to most successful
entrepreneurs. There is a well-known research on human behavior done by
McClelland and McBer which identified 10 behavioral patterns organized into
three general clusters: the achievement, planning, and power clusters
(SERDEF, 2007; 1998). It was found out that these behaviors were also
typical entrepreneurial behaviors. The entrepreneurial qualities, more known
as the Personal Entrepreneurial Competencies (PECs) are as follows:
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Achievement Cluster
Opportunity seeking Entrepreneurs have a good eye for spotting
business opportunities and acts on these opportunities appropriately.
Persistence - Entrepreneurs do not easily give up in the face of
obstacles. They will take repeated or different actions to overcome the
hurdles of business. This includes making a personal sacrifice or
extraordinary effort to complete a job.
Commitment to work contract - Entrepreneur do their best to satisfy
customers and to deliver what is promised. They accept full
responsibility for problems when completing a job for customers.
Risk-taking - Entrepreneur are known for taking calculated risks and
doing tasks that are moderately challenging.
Demand for efficiency and quality - Entrepreneur see to it that the
business meets or exceeds existing standards of excellence and
exerts efforts to improve past performance and do things better. They
set high but realistic standards.
Planning Cluster
Goal setting - Entrepreneur knows how to set specific, measurable,
attainable, realistic, and time-bound (SMART) goals. It is easy for them
to divide large goals into short-term goals.
Information seeking - Entrepreneur update themselves with new
information about her customers, the market, suppliers, and
competitors. This is rooted to their innate sense of curiosity.
Systematic planning and monitoring - Entrepreneurs develop and use
logical, step-by-step plans to reach their goals. They monitor progress
towards goals and to alter strategies when necessary.
Power Cluster
Persuasion and networking - Entrepreneurs know how to use the right
strategies to influence or persuade other people. They have naturally
established a network of people who they can turn to in order to
achieve their objectives.
Self-confidence - Entrepreneurs have a strong belief in themselves and
their own abilities. They have self-awareness and belief in their own
ability to complete a difficult task or meet a challenge.
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Assess your Personal Entrepreneurial Competencies by answering the

items below.
Personal Entrepreneurial Competencies (PECs) Self-rating Questionnaire
Read each statement carefully and answer honestly based on how well it
describes you. There are five choices as follows:
5 = Always Please write the number you have selected on the space before each
4 = Usually statement. Some statements may be similar but no two are exactly alike.
3 = Sometimes Please go through each statement and
2 = Rarely answer all the items.
1 = Never
Rating
______1.I look for things that need to be done.
______2.When I am faced with a difficult problem, I spend a lot of time trying to find a
solution.
______3.I complete my work on time.
______4.It bothers me when things are not done very well.
______5.I prefer situations in which I can control the outcomes as much as possible.
______6.I like to think about the future.
______7.When starting a new task or project, I gather a great deal of information before
going ahead.
______8.I plan a large project by breaking it down into smaller tasks.
______9.I get others to support my recommendations.
______10.I feel confident that I will succeed at whatever I try to do.
______11.No matter whom Im talking to, Im a good listener.
______12.I do things that need to be done before being asked to by others.
______13.I try several times to get people to do what I would like them to do.
______14.I keep the promises I make.
______15.My own work is better than that of other people work with.
______16.I dont try something new without making sure I will succeed.
______17.Its a waste of time to worry about what to do with your life.
______18.I seek the advice of people who know a lot about the tasks I am working on.
______19.I think about the advantages and disadvantages or different ways of accomplishing
things.
______20.I do not spend much time thinking how to influence others.
______21.I change my mind if others disagree strongly with me.
______22.I feel resentful when I dont get my way.
______23.I like challenges and new opportunities.
______24.When something gets in the way of what Im trying to do, I keep on trying to
accomplish what I want. 10
______25.I am happy to do someone elses work if necessary to get the job done on time.
Rating
______26.It bothers me when my time is wasted.
______27.I weigh my chances of succeeding or failing before I decide to do something.

______28.The more specific I can be about what I want out of life, the more chances I have
to succeed.
______29.I take action without wasting time gathering information.
______30.I try to think of all the problems I may encounter and plan what to do if each
problem occurs.
______31.I get important people to help me accomplish my goals.
______32.When trying something challenging, I feel confident that I will succeed.
______33.In the past, I have had failures.

______34.I prefer activities that I know well and with which I am comfortable.
______35.When faced with major difficulties, I quickly go on to other things.
______36.When I am doing a job for someone, I make a special effort to make sure that
person is happy with my work.
______37.I am never entirely happy with the way things are done; I always think there must
be a better way.
______38.I do things that are risky.
______39.I have a very clear plan for my life.
______40.When working on a project for someone, I ask many questions to be sure I
understand what that person wants.
______41.I deal with problems as they arise, rather than spend time trying to anticipate them.
______42.In order to reach my goals, I think of solutions that benefit.
______43.I do very good work.
______44.There have been occasions when I took advantage of someone.
______45.I try things that are very new and different from what I have done before.
______46.I try several ways to overcome things that get in the way of reaching my goals.
______47.My family and personal life are more important to me than work deadlines I set for
myself.
______48.I find ways to complete tasks faster at work and at home.
______49.I do things that others consider risky.
______50.I am as concerned about meeting my weekly goals as I am for my yearly goals.
______51.I go to several different sources to get information for tasks or projects.
______52.If one approach to a problem does not work, I think of another approach.
______53.I am able to get people who have strong opinions or ideas to change their minds.
______54.I stick with my decisions even if others disagree strongly with me.
______55.When I dont know something, I dont mind admitting it.
Please proceed to the next section where you may determine your
score. The point system will indicate whether you manifest strong tendencies
or weak inclinations towards a particular behavior.
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PECs Scoring Sheet
Please enter your ratings in the PECs scoring sheet. The number in
parenthesis corresponds to the questionnaire item number. Notice that the
item numbers are listed consecutively for each column. Perform the addition
and subtraction as indicated in each row to compute for each PEC.
Rating of Statements Score PECs
+ + - + + 6 = Opportunity
(1) (12) (23) (34) (45) Seeking
+ + - + + 6 = Persistence
(2) (13) (24) (35) (46)
+ + + - + 6 = Commitment to
(3) (14) (25) (36) (47) work contract
+ + + - + 6 = Demand for Efficiency
(4) (15) (26) (37) (48) & Quality
- + + + + 6 = Risk taking
(5) (16) (27) (38) (49)
- + + + + 6 = Goal setting
(6) (17) (28) (39) (50)
+ - + + + 6 = Information seeking
(7) (18) (29) (40) (51)
+ + - + + 6 = Systematic planning
(8) (19) (30) (41) (52) & monitoring
- + + + + 6 = Persuasion &
(9) (20) (31) (42) (53) Networking
- + + + + 6 = Self-confidence
(10) (21) (32) (43) (54)
- - - + + 18 = Correction Factor
(11) (22) (33) (44) (55)
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The PECs Scoring Sheet with Correction Factor
The Correction Factor is used to provide a more accurate assessment

of the PECs of each respondent. If the total score of items 11, 22, 33, 44,
and 55 is 20 or greater, then the total score on the ten PECs must be
corrected. Use the table below to determine the corrected score.
Subtract the following

If the correction
number from each PECs
factor is:
score:
24 or 25 7
22 or 23 5
20 or 21 3
19 or less 0
Correct each PECs score before using the Profile Sheet
Corrected Score Sheet

Origina Correctio Corrected
PECs l n Score
Opportunity seeking - =
Persistence - =
Commitment to work contract - =
Demand for quality & efficiency - =
Risk taking - =
Goal setting - =
Information seeking - =
Systematic planning &
- =
monitoring
Persuasion & networking - =
Self-confidence - =
Corrected Total Score:
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Personal Entrepreneurial Competencies (PECs) Profile Sheet
Transfer the corrected PECs score to the profile sheet by marking an

X at the appropriate point on the horizontal line provided for each PEC
category. After plotting your PECs score, connect all the Xs with a heavy
line.
SAMPLE PECs PROFILE
Opportunity seeking
X
Persistence
X
Commitment to work contract
X
Demand for quality &
efficiency X
Risk taking X
Goal setting X
Information seeking X
Systematic planning &
monitoring X
Persuasion & networking X
Self-confidence X
0 5 10 15
20 25
Interpretation
A lower score means a weak performance and a higher score
translates to a strong performance on a particular competency. A weak
performance should be regarded as a challenge or an opportunity for
improvement rather than a cause for worry. Improving a competency entails
enough determination, correct practice and strategies, and time for
maturation.
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LEARNING OUTCOMES:
UNDERSTAND BUSINESS ENVIRONMENT AND BUSINESS IDEAS
Business Environment and Market
The study of the business environment in a particular location has far-

reaching and long-term effects on a small or micro enterprises viability. In
fact, business ideas and opportunities are partly shaped or determined by the
business location. Unless it is possible to migrate to more favorable
locations, the ideas and opportunities for business will oftentimes be delimited
to the surrounding areas.
The business environment consists of both the tangible and intangible

factors that affect either the external or internal business operations. They
may include the land area available for economic zones, the physical layout
and barriers such as rivers, parks or lakes, and building obstructions as well
as the transportation network; all of which are considered tangible factors.
They also include the demography of clients and suppliers, the competitors in
the locale/area and the available technology for production. The intangible
factors, on the other hand, include the sub-culture, industry trends, economic
and government activity or the political situations in the area.
Natural & Physical Demography

Environment Potential target
Living conditions, client, migration
Facilities, Barriers pattern
Culture
Government
YOUR Sub-culture,
Regulations
BUSINESS Race, Emotional
Policies
environment
Economy
National Technology
International Trend
- Competitors Production
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Natural and Physical Environment. This concerns the physical location

of a business store. The natural environment also pertains to the natural and
man-made structures that may enhance the beauty of the location, such as a
park or a sea front view, or serve as barrier to the location, such as a dump
site or high rise structures that obstruct a view. The living condition in an area
also serves as a standard for the ambience you want to create for your store.
There is also a phenomenon referred to as clustering, where a

particular type of product is offered within the same area. For instance, most
guitar shops are clustered along the intersection of V. Mapa and Aurora
Avenue in Metro Manila; Filipino craft stores crowd the area under the
Quiapobridge;or car accessories are found in Banawe area.
The key word to have in mind when scanning the physical environment
is the visibility of your intended store to the potential clients.
Demography. This pertains to the number of people living in the area,

their age, gender, socio-economic status, family size, religion and even
growth trends. These are invaluable information that can help entrepreneurs
in matching their product to the target market, in deciding for the marketing
strategy, pricing and product packaging among others.
Culture. Culture or sub-culture, being the totality of the way of life,

ideas and customs of a set ofpeople or society, primarily influence the types
of products that are acceptable to a particular locality. For example, the
influence of the Japanese culturegave rise to minimalist designs. A sub-
culture also shapes the emotional environment of an area. For instance, the
feeling of fear for a specific location may serve as a barrier for a business; a
place where one does not feel safe because of the prevalence of crime will
discourage entrepreneurs.
Changes in the lifestyle, which is brought about by changes in the

population demography and the economy, also affect a business. These
lifestyle changes may be the increase of womens participation in the world of
work, change in buying patterns and shift in tastes.
Government Regulations. The laws and policies of the national and

local government units also influence the business operations. Some
examples of policies that directly affect entrepreneurs are the imposition or
removal of taxes for products, the establishment of economic zones and
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assistance in product labeling and packaging of products. In addition,

improvement of facilities and roads improve transportation network that
facilitates transfer of products from one area to another or promotes
accessibility for consumers.
Economy.This pertains to the management of resources and study of

the system of production, distribution, and consumption of goods and
services. A countrys economy influencesboth the entrepreneurs and
consumers as it relates to the financial matters of business like taxes and
interest rates and to the quality of life, cost of utilities and services, among
others.Even small scale entrepreneurs must learn to study economic
indicators to improve business forecasts, such as when to buy certain
materials and supplies, when to open a store or introduce new products
based on consumer spending, or when to hire employees. Some examples
of economic indicators include the (a) Gross Domestic Product (GDP) which
increases when a countrys economy is doing good; (b) Unemployment rate
which indicates thatmore unemployed people usually signal an economy
getting worse; and (c) Price Indexes and Inflation rates which determine the
buying power of consumers.
Technology. Technological changes are inventions based on the

application of science that create new product or process improvements.
Some examples of technological changes are mobile tools that enable online
connection, new business tools for analysis and database, social networks
and modern, digital equipment. These advances in technology result to
efficiency and productivity at a lesser cost. It can be observed that sending
message through e-mail provides a cheaper and faster means compared to
hand-delivered mails (snail mails). An entrepreneur can benefit from
technological changes by identifying the appropriate technological solution
available in the area or locale.
At this point, it must be quite clear why an environment scanning of an

area considered as business site is helpful for the entrepreneur. In fact, the
impact of the factors in the business environment does not only include the
business operation but is even relevant at the start of the venture during the
business idea generation and opportunity identification stage. A concise
guide on how to spot and identify business opportunities are provided in the
following section. Keep reading!
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Spotting and Identifying Business Opportunities
Spotting business opportunities is one of the most essential aspects of

entrepreneurship. An entrepreneur must have a keen eye for identifying
opportunities that can potentially turn into a good product or business venture.
At the same time, an entrepreneur should also know which opportunities to
drop and which ones to develop.
Idea Generation
The first step in identifying a good business opportunity is to look for

many opportunities. This is called the idea generation phase (SERDEF,
2007). The following are good sources of business ideas (Histrich, Peters, &
Shepard, 2008; Looser &Schlapfer, 2001).
1. Personal hobbies and interests

2. Everyday experiences, travel, and adventures
3. Suggestions from family members and friends
4. Problems that need solutions
5. Problems with existing products
6. Books, magazines, news
7. Observing, listening around you
Screening Business Ideas
Once you have generated a number of business opportunities and

ideas, the next step is to select and screen these. Though there can be many
ways to do this, a good way to proceed is to screen your ideas based on 1)
your personality and personal preferences and 2) the characteristics of a
good business (SERDEF, 2007).
Consider the following criteria:

1. Personality and Personal Preferences
a. Personal Preference
b. Education, Skills, and Experience
c. Work Experience
d. Support from family and friends
2. Characteristics of a good business
a. Demand for Product
b. Availability of skills, raw materials, technology, and capital
c. Profitability
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SWOT Analysis
Once you have chosen your business idea, the next step is to conduct
a SWOT analysis in order to determine the Strengths, Weaknesses,
Opportunities and Threats of your potential business. This step will help you
improve your business of choice and prepare for challenges. The table will
help you differentiate among these four features.
Table 1 SWOT Analysis
Positive Negative
Strengths Weaknesses
set of problems,
positive factors that
difficulties or
contribute to the
shortcomings
favorability of a
Controllable encountered by the
business opportunity
Factors business
Examples:
Examples:
Cheap raw materials
Inexperienced owner
Skilled employees
Lack of working
Ease of management
capital
Small capital outlay
Poor location
Opportunities Threats
positive factors that negative factors that
are not within the are beyond the
control of the business. control of the
business
Uncontrollable Examples:
Factors Absence of similar Examples:
products in the market Rising costs
New markets being Raw material
developed shortages
Growing demand for Too many
similar products competitors
Favorable
government policy
Remember to refer back to these guidelines and tools when you are
ready to think of your next business ideas!
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Diagnostic Assessment
A. Multiple Choice
Direction: Read the statements carefully and write the letter of your
best choice in your answer sheet.
1. One of the most important telephone etiquettes that an FO should practice

is showing courteousness to the caller. Which of the following best
exemplifies respect and professionalism in greetings?
a. Yes Mr. Lopez, what can I do for you? This is room reservations.
b. Is it Mr. Lopez? Hi Sir! How are you? This is room reservations.
c. Good morning! This is room reservations, my name is Sarah. What
makes you call?
d. Good Morning! Room Reservations, this is Jenny. How may I help you?
2.How should hotel personnel regards guest complaints?

a. Every complaint should be welcomed as an opportunity to enhance
guest relations
b. Complaints should be viewed as inconvenient interruptions to the work
routine
c. Complaints should be ignored, if possible
d. Guest complaints should not be taken seriously unless the guest is
angry
3. What type of reservation is being described in the statements below?

Mr. James, we would like to inform you that we will be holding your room
until 4:00 pm on the date of your arrival. You can still check in after the said
time, but depending on the room availability on that day.
a. Guaranteed reservation
b. Non-guaranteed reservation
c. Partially guaranteed reservation
d. Cancelled reservation
4. There are various ways on how hotel guests pay their bill accounts. What
form of settlement is made when a guest reserved in full payment cash prior
to the date of his arrival?
a. Prepayment
b. Advance deposit
c. Through credit card
d. Send bill arrangements
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5. What will you say to the person, if you must interrupt the conversation?
a. Ill be right back
b. Please excuse me, Ill be right back
c. Please excuse me for a moment, Ill be right back
d. Excuse me, Ill be right back
6. Which of the following is an appropriate action for a hotels in-house

security officer?
a. Asking questions following an incident
b. Use of deadly force
c. Search of a guests room for evidence
d. detaining all suspects involved in an incident
7. What is the reason of the FOs inquiry to the guest in his statements
below?
We dont have any available Executive Room on the 28 th of August, Mr.
Smith. Would you like me to book you to a Superior Room instead?
a. The FO is endorsing the Executive Room as part of their sales
promotion
b. The FO is reserving the Executive Room for the other guest
c. The Executive room is not available to use during the time
d. The Superior Room has even affordable price rate as compared to
Executive Room
8. Janet, the new front office manager at the Crystal Center Hotel, needed an
overview of the recurring problems, issues, and activities at the front desk in
relation to guest services. The general manager suggested that part of her
orientation should be to carefully review the front desks:
a. Reader board
b. Information directory
c. Transaction file
d. Arrival list
9. How many rings does it takes before an FO answer the phone calls?
a. 1 b. 2 c. 3 d. 4
10. What details of reservation is not specified by the guest in his statements
below?
Hello. This is Mr. John Smith. I would like to make a reservation for 2
persons on your Executive Room this coming 13th day of August. Should you
give me discounts if I pay my bills in advance through credit card?
a. Customers name c. Date of arrival
b. Number of nights d. Mode of payment
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11. Which of the following is a primary front office concern during the
occupancy stage of the guest cycle?
a. Security
b. Account settlement
c. Room Assignment
d. Maintaining the guest history record
12. These are things to remember when leaving messages through

telephone, except:
a. Always leave your return telephone number
b. Use broken phrases, slang or idiom
c. Speak clearly and slowly
d. Give all the information needed
13. In the short term, a rooms readiness for sale is determined by its
_______ status.
a. Reservation
b. Housekeeping
c. Registration
d. Preregistration
14. Which of the following should an FO say to courteously end a phone
conversation?
a. Would there be anything else Mr. Black?
b. Would you like me to make a reservation for you Mr. Black?
c. Thank you for choosing Heritage Hotel, Mr. Black. We look forward to
welcoming you on your visit.
d. The rate is inclusive of full buffet, pre-dinner cocktails, complimentary 5
pieces of laundry everyday, round trip airport transfers, and local calls.
15. This classifies if a booking is from a local or international agent or

company, an
individual booking, an SRS booking, a walk-in or from a RSO.
a. Block name
b. Approval Code
c. Reservation Type
d. Source of Business
16. During the registration, what should you do first as the guest arrived?
a. Determine if guest has reservation
b. Provide personal greetings
c. Confirm reservation information
d. Use up selling tactics
22
17. Which should not be done by an FO in case the customer decided to

cancel his reservation?
a. Assign the cancellation number to the caller and provide the caller the
number
b. If the guest is guaranteed, remind to keep the cancellation number as
proof for future claims
c. Clear all traces of customers reservation from the computerized record
system
d. Ask caller for future reservation
18. Which of the following front office computer applications would help
managers track commissions payable to agents for booking business at their
hotels?
a. Reservation module
b. Rooms management module
c. Guests accounting module
d. Financial management module
19. What is the best way to show a personalized service upon welcoming
guests in the hotel?
a. Greet them in a very courteous manner
b. Acknowledge guests by their names consistently in every conversation
c. serve them with appetizing meals
d. Provide them with general hotel information
20. If the customers desired reservation package is not anymore offered by

the hotel, what should an FO say to the client?
a. Sorry Mr. James, but we are not anymore offering the package you
availed last time. We will surely inform you in the future as we offer the
same reservation package again.
b. Mr. James, the package you availed on your last stay is not valid
anymore. However, we are offering you another exciting package.
c. We cannot offer the same reservation package to you, Mr. James. If you
please, we will refer you to the other hotels who can offer the same
inclusive package.
d. None of the above
23
B. Matching Type
Direction: Match the definitions in Column A with its corresponding key
terms in
Column B. Write the letters on your answers sheet.
Column A Column B
1. It determines pre-defined reservations
arrangement as set by the hotel. a. Property Management System
2. It is an agreement where hotel accepts b. Reserved by

prepayment from the guest and holds the room
whether the guest arrives in the hotel or not. c. Registration
d. Arrival
3. It is the databank of collected revenue
generating and non-revenue generating activities e. Guaranteed Reservation
of guest in the hotel.
f. Advance Deposit
4. This is where the name of the caller and his/her
telephone number is written g. Nights
5. This describe how the booking was made such h. Reservation Type
as through, telephone, fax, e-mail, CRS,
Front Office. i. Channel
6. A term used to refer a procedure utilized by a j. No Post

hotel upon the arrival of a guest to confirm his/her
stay at the hotel k. Amount
7.The deposit received is written in this field,

whether cash or credit.
8. This refer to the partial payments made by the

guest for his entire stay
9. It is use if the guest is on cash basis.
10. It indicates the number of nights that the guest

will be staying in the hotel.
24
C. Word Puzzle
Direction: There are 13 hidden words related to the Front Office Services
in this puzzle. Be able to find and mark atleast 10 items then write it on the
space provided below.
A R R I V A L D A T E D H C M
P D E P A R T U R E U R Y H F
K F S M D U P R C H A N N E L
C R E D I T C A R D U K F C R
A F R K S F K V U H G U P K E
N M V M C M P A E D R M B O G
C H A R O D W I K H E F S U I
E W T M U R E L R F E S R T S
L F I D N F P A K D T M F P T
L H O W T U H B F H I P S E R
A Y N M D F E I R K N W B U A
T F S P W P Y L P B G U E S T
I P F U F B R I S W S B R B I
O R D R O O M T Y P E U W P O
N Y P H D W P Y R M H P K E N
Hidden Words
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
25
D. Quick Writes
Direction: Read the FOs communication to the guest regarding the

booked reservation. Complete the sample computerized reservation below
with the details stipulated in the statements.
I would like to repeat the details of your reservation Mr. Baron. You will be
arriving on the 25th day of September via Philippine Airlines flight number 105.
You will be staying for 2 nights in the Superior De Luxe Room # 034 with the
rate of $600.00 exclusive of the service charge and applicable taxes. This
reservation is guaranteed with your $300.00 advanced deposit. Our standard
check-in time is 1:00 pm and check-out time is 12 noon. Your confirmation
number is 9344562.
Computerized Reservation System

1. Arrival Time
2. Departure
3. Night/s
4. Room Type
5. Room Number
6. Price Rate
7. Reservation Type
8. Time
9. Amount
10. Reserved by
26
Lets See What You Know
Pre Test 1
A. MULTPLE CHOICE
Direction: Read the statement carefully and write the letter of your
choice in your answer sheet.
1. How many rings before you answer the telephone?

a. 2 b. 3 c. 4 d. 5
2. What will you do if you respond to a call but you cant hear anything?
a. Repeat your greetings 2 times then tell that you cant hear
anything
b. Repeat your greetings 3 times then tell that you cant hear
anything
c. Repeat your greetings 3 times then apologize explaining that
you cant hear anything
d. Repeat your greetings 2 times then apologize explaining that
3. Which of the following is the best way when you answer the telephone
in the office?
a. Hello, Sally Santos speaking
b. Hello, accounting department, Sally Santos speaking
c. Hello/ Good morning, Sally Santos speaking
d. Hello/ Good morning, accounting department, Sally Santos
speaking
27
5. These are the things to remember when leaving messages through

telephone except
a. Speak clearly and slowly
c. Always leave your return telephone number
d. Give all the information needed.
6. Which of the following does not belong to the group?
a. Always identify yourself at the beginning of all calls.
b. Be sensitive to the tone of your voice
c. Do not allow interruptions to occur during conversations.
d. Build the habit of always turning on your cell phone ringer when
entering a meeting
7. The following question must be ask by the front office staff except
a. May I have your name?
b. May I know your arrival date?
c. How much money do you have?
d. How many rooms would you need?
8. Used only for group bookings
a. Block name c. Room type
b. Rate code d. Channel
9. Indicates the room number of guest
a. Room type c. Room number
b. No. of rooms d. Market code
10. Indicates what room types that was assigned to the guest
a. Number of rooms c. Block name
b. Room type d. Rate code
11. This is where the name of the caller and his/her telephone number is
written
a. Reserved by c. Confirmation
b. Channel d. Reservation type
12. Use for statistics purpose
a. Block name c. Rate code
b. Market code d. Channel
13. This describes how the booking was made such as through telephone,
fax, telex, sales and catering
a. Confirmation c. Channel
b. Block name d. Special
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14. Determines pre-defined reservations arrangement as set by the hotel.

a. Room type c. Rate code
b. Room number d. Reservation type
15. Use if the guest is on cash basis
a. No post c. Check out line
b. Notice field d. Print rate
16. The billing instructions and number of stamp of the guest is written
here.
a. Check out time c. Print rate
b. Notice field d. Payment
17. These are the information on the reservation records, except:
a. Indicate the mailing address and contact number
b. Ask for the arrived and departure date
c. Explain guaranteed or non-guaranteed reservation
d. Enter the rate code.
18. Enter the number of occupants in the room
a. Adult/child c. Rate code
b. Special d. Block name
19. Indicate the number of nights that the guest will be staying in the hotel.
a. Number of rooms c. Room type
b. Nights d. Channel
20. This shows the guests type of membership and number.
a. Type and member no. c. Channel
b. Special d. Confirmation
29
Quarter I Lesson 1
RECEIVE AND PROCESS RESERVATIONS
This resource aims to help you hone your skill in receiving reservations
using competency-based approach. The module is designed to help you
learn the process of reservation using your own pace.
All the activities are designed to be highly interactive and approximate

real reservations environment and computerized reservation system of a hotel
or resort.
Lesson 1.1
Receive Reservation Request
This lesson with the learning competencies discusses and explains

effective telephone standards with appropriate concepts on reservations
process for tourism or hospitality product or services offered for sale through
agents or direct to the clients. It also details the Property Management
System (PMS) which compiles the activities and dealings of guests to the
hotel. Telephone verbiage will give learners the effective understanding in
following standards upon taking reservations.
30
Objectives
At the end of this lesson, you are expected to:
1. determine and advise the availability of the reservation to

the customer
2. offer alternatives, including waitlist options, if requested
booking is not available
3. respond to inquiries regarding rates and other product
features according to established procedures
Hotel Reservation through Phone
The Phone is ringing

What should I do?
Imagine yourself being in the office where all people

are busy doing their daily tasks, and then suddenly
the telephone near you rings and someone approach
you to answer the call. What should you do?
Here are some tips on how you will handle phone call
1. Remember to answer all calls in a clear upbeat tone and within 3 rings.
2. Make sure you answer each call in the correct manner according to
where each call originates.
3. If you respond to a call but you cant hear anything at all, repeat your
greetings 3 times and then apologize explaining that you cant hear
anything. Ask the mystery caller to try calling back on a different line
before hanging up.
4. As a security measure remember to never give out a guests room
number to an outside caller or caller calling on a house phone. Put
callers through and leave it up to the guests themselves to inform
callers of their room numbers.
31
When answering calls ensure that your callers are aware of the
following:
1. That the correct outlet has been called (when appropriate)

2. That the correct property has been called (when
appropriate)
3. Who they are speaking to (when appropriate)
4. That you are professional in your approach
5. That you are willing to provide friendly service
Always remember these in answering Take Note!

calls.
1. The greeting must be clear
2. The telephone must be answered within three rings.
3. State the name of the guest since this will appear in the
telephone console
Example: The accounting department. Good afternoon! This

is Sally, how may I help you Mr. Harold?
Telephone Etiquette
1. Always identify yourself at the beginning of all calls.
A) When in the office, always answer a telephone by saying: Good

Morning, Accounting Department, SyndiSeid speaking. How may I
help you?
B) From a cell phone, state your name, Hello, SyndiSeid here. Do

not answer by using words such as yeah or yes.
C) When placing a call, always state your name along with the name
of the person you are calling. Example: Hello, my name is John Doe
from XYZ Corporation. May I please speak with Ms. Jane Smith?
32
2. Be sensitive to the tone of your voice. Do not sound overly

anxious, aggressive or pushy. It is important your tone conveys
authority and confidence. Do not lean back in your chair when
speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at

home, use a personal tape recorder to privately record your own
conversations. You will then hear how your sound to others.
3. Think through exactly what you plan to say and discuss

BEFORE you place a call.
Tip: Jot down the items you want to discuss and questions you
want answered. In other words, anticipate and expect you will be
placed into a voicemail system; plan your message to be as direct
and specific as possible, asking the person to respond to specific
alternatives or questions. Do not say, Hello, its Syndi, call me
back. At least state the subject about which you want the person
to call you back about.
4. Do not allow interruptions to occur during

conversations. Do not carry on side conversations with other
people around you. The person on the telephone takes
precedence over someone who happens to walk in your office or
passes by while you are on the phone.
Tip: If you must interrupt the conversation, say to the person,

Please excuse me for a moment Ill be right back. And when you
return, say, Thank you for holding.
5. Especially when leaving messages, speak clearly and

slowly. Do not use broken phrases, slang or idioms. Always,
always leave your return telephone number as part of your
message, including the area code . . . and S-L-O-W-L-Y, including
REPEATING your telephone number at the end of your message.
Tip: Practice leaving your number, by saying it aloud to yourself
33
as slow as you have heard an informational operator say it.

6. Always speak into the telephone receiver with an even
and low tone of voice. Especially when speaking on a cell
phone out in public, be sure to monitor how loud you may be.
Tip: Move the phone ear piece just slightly away from your ear
and listen to yourself speaking. Discover whether you are
speaking too loudly or too quietly for the other person to hear
you.
7. Do not allow yourself to be distracted by other activities

while speaking on the telephone, such as rustling papers, chewing
and eating, working on the computer, or speaking with someone
else.
Tip: Always treat every caller with the utmost courtesy and
respect by giving him/her your undivided attention
Sample telephone verbiage for taking reservations:
1. FO staff informs the caller that he/she will be processing the

reservation.
Example: This is room reservations, my name is (reservationists

name) and I will be taking your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
a. Customers name
Example: May I have your name? or
May I have the name of the person you are booking for?
b. Date of arrival
Example: Example: May I have your arrival date Mr. Smith?
c. Number of nights
Example: How many nights would you be staying Mr. Smith?
34
d. Number of room required

Example: How many rooms would you be needing Mr. Smith?
e. Type of room and their respective rates

Example: What type of room would you be needing Mr. Smith?
We offer the Executive De Luxe room at $200.00, while the
Superior De Luxe room is at $300.00 rate.
f. Company affiliation
Example: Do you have any company affiliation Mr. Smith?
Establishing Availability
Here are the steps to be undertaken by the Front Office in ensuring the
availability of hotel properties.
1. Check for Availability - Check availability using reservation system in

your property
2. Checking for availability may include inputting the following:

Arrival Date
Number of nights
Number of adults
Number of room
Rate code
3. FO staff then advises the caller of the availability
Example verbiage:
We do have an Executive De Luxe Room available on the 28 th
of August Mr. Smith for $230 per room per night exclusive of service
charge and taxes.
4. FO staff will advise caller of the inclusions of the rate quoted

Example verbiage:
The rate is inclusive of full buffet breakfast; pre-dinner
cocktails; complimentary 5 pieces of laundry every day, roundtrip
airport transfers, local calls, and the use of the facilities like the gym,
swimming pool and outdoor Jacuzzi.
35
5. Multiple scenarios in availability:
If the caller has no company affiliation but is a returning guest, check

his history in the system. Offer the same package if it is still valid but
upsell to higher room category.
Example:Mr. Smith, the package you availed on your last stay
is still valid but you are very fortunate because we have an
available Superior Deluxe on September 9 and this room is more
spacious and has larger windows and a fantastic view.
If the package is no longer available, offer existing package.

Example:Mr. Smith, the package you availed on your last stay
is not valid anymore. However, we are offering you another
exciting package.
If the first rate offered is not acceptable to the caller, we should

determine their specific needs and or price threshold and negotiate a
rate slightly above the callers budget, ensuring there is availability
and the rate sold is within the guidelines of the Selling Strategy.
Example:Mr. Smith, may we know what budget are you
looking at for this stay?
If the room is not available:

The FO staff must offer an alternative
I am sorry but we dont have any available Executive room on
the 28th of August Mr. Smith. Would you like me to book you to
a Superior Room instead?
The FO staff must offer another room type, another day, or offer
the reservation to be waitlisted.
Would you like to move your reservation to another date?
Would you like me to put your reservation on waitlist Mr.
Smith?
If the room is available

Reservation agent offers to make a reservation.
Would you like me to make a reservation for you Mr. Smith?
36
Property Management System
Property Management System (PMS) is a hotel computer system that

networks the software and hardware used in reservation and registration
databases, point-of-sale systems, accounting systems, and other office
software. It is the databank of collected revenue generating and non-revenue
generating activities of guest in the hotel. One major component of the
Property Management System is the Front Office Computer System, which
manages reservations data, the movement of rooms usage, determines
revenue whether daily, weekly, monthly or on an annual basis and maintains
all records and accounts of the hotel.
Guaranteed and Non-Guaranteed Reservations
There are two types of reservations done in the hotel; they are the
guaranteed reservations and the non-guaranteed reservations (Education
Institute American Hotel and Motel Association)
1. Guaranteed Reservations
Hotel accepts prepayment from the guest and holds the room
whether the guest arrives in the hotel or not. Cancellation depends on
the hotel policy and as agreed upon by guest and hotel.
2. Non-guaranteed Reservations
The hotel holds the room until a specified time. The hotel has an
option to sell the room to another guest after the release. This is to
ensure that opportunities are given to other guest who may want to
book in the hotel. For some hotels with a very high guaranteed deposit,
they do not accept non-guaranteed reservation.
Forms of settlement of guest

1. Prepayment is payments made in advance through mail; walk-in and
other methods that guest can pay in advance or prior to their stay.
2. Advance deposits are partial payments made by the guest for his
entire stay. These usually are estimated first day stay room charges.
37
3. Credit Card is a pre-authorized payment enabling the hotel to block a

certain amount in the credit card to be used as payment of guest.
This can also be a direct sale in the credit card.
4. Send Bill arrangements, where all the bills are settled by:
Travel agencies makes the deposit as guest is a third party in the
agreement.
Corporate accounts are arrangements between the company and the
hotel. The hotel upon evaluation grants a credit line that can be
used by the company. Company guest are billed through their
company account and sent by the hotel for billing purpose. Under
this arrangement, special rates are being given by the hotel to entice
companies to book in the hotel.
Room Rates
Some of special room rates offered in the hotel are:
1. Commercial rate or Corporate rate
2. Complimentary rate for business promotion
3. Group rate for predetermined number of affiliated group
4. Family rate for parents and children sharing the same room
5. Day rate for less than an overnight stay
6. Package plan rate for guestroom sold in a package that includes
special events or activities.
Overbooking
It means accepting more reservations than the hotel can fill.
Availability board
It is a convenient visual guide for controlling overbooking. It reflects
the true picture of the room availability status for a six-month period.
Foreign Individual Tourist Traveller

The guest is alone and he/she does not join other groups.
No Show
The "No Show" means that the room is reserved but not in use or the
reservation has been canceled.
38
Review of Lesson 1.1
A. MULTIPLE CHOICE
Directions: Read the statement below and choose the letter of the
correct answer. Write your answer on a separate sheet.
1. How many rings before you answer phone calls?

a. 2
b. 3
c. 4
d. 5
2. In answering phone call, what should be avoided?
a. Hello, Good morning, Accounting Department, Mercy
speaking.
b. Hello, my name is John Paul from ABC Corporation, may I
know your name?
c. Good Afternoon, this is Susie, how may I help you?
d. Yes, this is Syndi, how may I help you?
3. In order, what questions a Front Office Staff must ask for record
purposes?
a. Customers name, number of nights, company affiliation
b. Customers name, date of arrival, company affiliation
c. Customers name, date of arrival, no. of nights, no. of room,
no. of room required, company affiliation
d. Date of arrival, customers name, company affiliation, no. of
nights
4. Following are forms of settlement of guest, except:
a. Pre-payment
b. Credit card
c. Send agreement
d. Property management system
5. This kind of settlement is between the company and the hotel. The
hotel grants a credit line that can be used by the company.
a. Pre-payment
b. Credit card
c. Send bill agreement
d. Property management system
39
B. TRUE OR FALSE
Direction: Write True if the statement about proper telephone
etiquettes is correct, else write False if it is wrong.
1. When in the office, always answer a telephone by saying: Yes Sir,

how may I help you?
2. Jot down the items you want to discuss and questions you want
answer during the telephone inquiry.
3. Always speak into the telephone receiver with an aggressive and

overly anxious voice.
4. Do not allow interruptions to occur during conversations.
5. Build the habit of always turning off your cell phone ringer when
entering a meeting.
6. For security reasons, do not identify yourself at the beginning of all

calls.
7. Think through exactly what you plan to say and discuss after you place
a call.
8. Do not use broken phrases, slang or idioms when leaving a message.
9. Always treat every caller with utmost courtesy and respect by giving
him/her your undivided attention.
10. During phone conversation, it is important that your tone conveys

authority and confidence.
40
C. CHECKLIST
Direction: Evaluate yourself by completing the self-check. After each
item, place an X in the box that best describes your accomplishment.
If a performance element was not applicable, or impossible to
accomplish, place an X in the N/A box.
LEVEL OF PERFORMANCE
DID YOU? NA NO PARTIAL FULL
Acknowledge customer making a reservation
using property standards.
Determine the availability of the reservation
and advises customer properly
Offer alternatives, including waitlist options, if
requested booking is not available
Handle inquiries regarding rates and other
product features are responded to
D.. ROLE PLAYING

Direction: Let the students practice appropriate telephone verbiage for
taking reservations. Scoring rubrics below will be guide for your performance.
Dimensions Fair Good- Very Good Your

(5 points) (10 points) (15 points) Score
Students were able Students were able Students were able
to illustrate limited to illustrate few to illustrate all the
Knowledge and ideas on the topic ideas on the topic appropriate practices
Understanding regarding telephone regarding telephone on telephone
etiquette in receiving etiquette in receiving etiquette in receiving
reservation. reservation reservation
Work was organized Work was organized Work was organized
and planned with and planned with and planned with
little effectiveness in some effectiveness considerable
Accuracy
practicing in practicing effectiveness in
appropriate appropriate practicing appropriate
telephone verbiage. telephone verbiage. telephone verbiage.
Students put little or Students put some
Students put full
Effort no effort into his effort into this
effort into this activity
activity activity.
41
E. ACTUAL DEMONSTRATION
Directions:
OVERALL EVALUATION
Ask the teacher Level
to assess your Achieved PERFORMANCE LEVELS
performance in 4 - Can perform this skill without supervision and
the following with initiative and adaptability to problem
critical task and situations
performance
criteria below 3 - Can perform this skill satisfactorily without
assistance or supervision.
2 - Can perform this skill satisfactorily but requires

some assistance and/or supervision.
1 - Can perform parts of this skill satisfactorily, but

requires considerable
assistance and/or supervision.
Initial of Teacher
PERFORMANCE CRITERIA
Yes No
Acknowledge customer making a reservation using
property standards
Determine the availability of the reservation and advises

customer properly
Offer alternatives, including waitlist options, if

requested booking is not available
Handle inquiries regarding rates and other product

features are responded to
42
Lesson 1.2
Record Details of Reservation
This lesson with the learning competencies give learners effective

standard on the use of a guest history system with the process of reservation
record and provide an actual performance which are highly interactive and
approximate real reservations environment and computerized reservation
system of a hotel or resort.
Objectives
At the end of this lesson, you are expected to do:
1. record complete customer details accurately against his/her

booking in a manner which ensures correct interpretation by
others who may access the reservation details
2. check customer profile or history, if available, and use the
information to assist in making the reservation to improve
customer service
3. Record special requests clearly in accordance with established
requirements
4. File reservations in a manner which ensures easy access by
others and is accordance with established procedures.
5. Prepare and issue documents and other materials to the
customer in accordance with the requirements of the specific
reservation
43
Taking Reservation Details

The task of the Front Office to take and record the
reservation details of customers is somewhat similar to a
cashier who takes customer orders in a fast food chain. It
starts from knowing the customers demand, then
preparing for the product to be served.
General steps on how to use the guest history system
1. Access the guest history system on the computer when taking

reservations.
1.1 Ask the caller if he has previously stayed in your hotel.
1.2 If the caller is a returning guest, retrieve the guest history file in the
propertys computerized system.
1.3 Double check the guest record by asking the callers information
stated in his guest history
2. Use guest history to personalize service

2.1 Mention the last room used by the caller.
2.2 Ask if the caller prefers his last arrangement. Otherwise upsell
and offer other rooms and features.
3. Always exercise caution in using guest profile.

3.1 Do not give out all information about the caller.
3.2 Use the information to up sell
Processing Reservation Records
1. Input the reservation information on the reservation record.

1.1 Ask for and enter the guests last name, first name and middle
initial.
1.2 If the guest has title, enter it in the system
1.3 Indicate the mailing address and contact number.
1.4 Ask if the caller is making the reservation for another person.
1.5 Ask for the contact number of the person who should be contacted
for the reservation
1.6 Ask for the arrival and departure date
1.7 Enter the number of people sharing the room
1.8 Confirm the room type, room rate and any special request
1.9 Enter the rate code
44
2. Guarantee the reservation

2.1 Ask the caller which credit card he would like to guarantee the
reservation.
2.2 Explain guaranteed or non-guaranteed reservation
2.3 Explain the cancellation policy of the hotel
3. Confirm and enter the method of the guarantee

3.1 Inform callers that their credit card or direct billing account will be
billed if they fail to show up during the time of check in
3.2 Input in the system the reservation guarantee.
3.3 Enter the reservation is non-guaranteed so that the system can
release the reservation given the standard time set by the property.
4. Repeat the details of the reservation

Repeat the reservation details to verify what is inputted in the system
5. Give confirmation number

In a computerized reservation environment, this is automatically
generated by the system.
6. Enter the reservationist

Some hotels, there is a specific field in the reservation field that
reservationist input their names for proper trace.
7. Thank the guest

Do not hang up the phone first as the guest may have additional
requirements. Let the caller hang up the phone first.
Sample telephone verbiage for taking reservations:
1. FO staff informs the caller that he/she will be doing the reservation
process of the caller.
This is room reservations, my name is (reservationists name) and I will
be taking your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
45
3. Customers name
May I have your name? or May I have the name of the person you are
booking for?
4. Date of arrival
May I have your arrival date Mr. Smith?
5. Number of nights
How many nights would you be staying Mr. Smith?
6. Number of room required

How many rooms would you be needing Mr. Smith?
7. Company affiliation
Do you have any company affiliation Mr. Smith?
8. Check for Availability

Check availability using reservation system in your property
9. Checking for availability may include inputting

Arrival date / Departure date
Number of nights
Number of adults
Number of rooms
Type of rooms
Scratch name
Scratch company
Scratch agent
Rate code
10. FO staff then advises the caller of the availability

Example verbiage:
We do have an Executive De Luxe Room available on the 28 th of August
Mr. Smith for $230 exclusive of service charge and taxes.
11. FO staff will advise caller of the inclusions of the rate quoted
Example verbiage:
The rate is inclusive of full buffet breakfast; pre-dinner cocktails;
complimentary 5 pieces of laundry every day, roundtrip airport transfers,
local calls, and the use of the facilities like the gym, swimming pool and
outdoor jacuzzi.
46
12. Multiple scenarios in availability:

If the caller has no company affiliation but is a returning guest, check his
history in the system. Offer the same package if it is still valid but upsell
to higher room category.
Mr. Smith, the package you availed is still valid but you are very
fortunate because we have an available Superior De Luxe on
September 9 and this room is more spacious and has larger windows
and a fantastic view.
If the package is no longer available, offer existing package.

Mr. Smith, the package you availed on your last stay is not valid
anymore. However, we are offering you another exciting package.
If the first rate offered is not acceptable to the caller, we should

determine their specific needs and or price threshold and negotiate a rate
slightly above the callers budget, ensuring there is availability and the
rate sold is within the guidelines of the Selling Strategy.
Mr. Smith, may we know what budget are you looking at for this
stay?
If the room is not available:

The FO staff must offer an alternative
We dont have any available Executive room on the 28 th of August
Mr. Smith. Would you like me to book you to a Superior Room
instead?
The FO staff must offer another room type, another day, or offer the
reservation to be waitlisted.
Would you like to move your reservation to another date?
Would you like me to put your reservation on waitlist Mr. Smith?

FO staff offers to make a reservation.
Sample verbiage:
Would you like me to make a reservation for you Mr. Smith?
Input callers details in the reservation system which includes the mode
and process of payment for product and services.
47
13. Obtain other reservation details including:
Smoking or non-smoking room

Mr. Smith would this be smoking or non-smoking room?
Type of room
Mr. Smith would this be a king size or twin size bed?
Time of arrival
Mr. Smith may I know your estimated time of arrival?
Mode of payment
How would you like to guarantee your reservation?
If credit card, get number and expiration date

May I have your credit card number and expiration date?
If cash, advice the caller that a deposit of one night room charge is
required. (rate of room agreed upon by both parties) and, that if on the day
of the arrival and no deposit has been obtained, the reservation could be
released after 4:00 PM.
Mr. Smith, may we ask for a deposit of one night room charge to
guarantee your room.
If guest does not want to give deposit

Mr. Smith, we would like to inform you that we will be holding your
room until 4:00 pm on the date of your arrival. You can still check in after
the said time, but depending on the room availability on that day.
Flight details and transportation requirements of the guest.

May I have your flight details Mr. Smith? Do you wish to arrange for a
Limousine pickup from the airport?
Ask the caller if he/she would need anything else

Would there be anything else Mr. Smith?
48
14. Recap the details of the reservation back to the caller

Review the details of the reservation to the guest including the
confirmation number.
I would just like to repeat the details of your reservation Mr. Smith. You
will be arriving on the 28th of August via Philippine Airlines flight number 101.
You will be staying for 1 night in the Executive De Luxe room with the rate of
$230.00 exclusive of service charge and applicable taxes. Our standard
check-in time is at 2:00 PM and check-out time is at 12 noon. Your
confirmation number is 9344562. Mr. Smith, if there is any amendment or
cancellation, kindly inform us 24 hours prior to your arrival. Thank you for
patronizing West Side Hotel. This is Leah of Reservation Section.
15. Offer to send a faxed confirmation letter to guest.

Would you like me to fax a confirmation letter to you Mr. Smith?
16. Close and thank the caller

Thank you for choosing the (hotel name), Mr. Smith. We look forward to
welcoming you on your visit.
Processing a Reservation
The reservation system varies from one system to another. Thus, we

focus on typical fields that maybe found in a computerized reservation system
environment. Note, that fields can be tailor made depending on the needs of
the property, thus, one property maybe different from another though they
may have the same system.
Below are typical fields in the system:
TYPICAL FIELDS REMARKS

1. Arrival
The FO staff indicates in this field the expected
arrival date of guest.
Automatic if FO staff entered the number of nights
2. Departure correctly. In some system, if FO staff change the
departure date, the number of nights changes
accordingly
49
This field will indicate the number of nights that the

3. Nights guest will be staying in the hotel.
4. Adult/Child Enter the number of occupants in the room.
5. Number of The field indicates the total number of rooms that

rooms was requested by guest.
Indicates what room type that was assigned to the
6. Room Type
guest.
7. Room Number Indicates the room number of guest.
Some system will automatically produce the rate
8. Rate Code
code if their company is on the database.
9. Reservation Determines predefined reservations arrangement as
Type set by the hotel.
If the guest tells you his probable arrival time, you
10. Time
should enter it here.
11. Block Name Used only for group bookings.
This is a market code that is also use for statistics
12. Market Code purpose.
Classifies if a booking is from a local or international
13. Source of agent or company, an individual booking, an SRS
Business booking, a walk-in or from an RSO.
This specifies the type of confirmation letter
14. Confirmation depending on the source of the booking.
This describes how the booking was made such as
through telephone, fax, SRS, e-mail, internet, CRS,
15. Channel Front Office, Sales, Telex, Sales and Catering,
Letter, TV, etc.
16. Discount in $ or If the rate needs to be discounted.
in %
If the rate is discounted, the reason for the discount
17. Discount Reason is inputted in this field.
This is where the name of the caller and his/her
18. Reserved By telephone number is written.
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19. Type and This shows the guests type of membership and
Member No. number.
20. Specials Specials field is where the inclusions are written.
If the guest has a frequent flyer card, the number is

21. FFP Type inputted here.
The type of credit card or type of settlement is

22. Payment inputted here.
If the mode of payment is through a credit card, the
23. Approval Code approval number is written here.
The amount of deposit is written in this field,
24. Amount whether cash of credit card.
25. Arrival and The arrival and departure flight details are inputted
Departure Flight here.
The arrival time and departure time of the flight of

26. Time the guest is inputted here
27. Transportation If the guest needs transfers, the type of car is

In/Out inputted here.
Used if the rate is confidential and is not to be
28. Print Rate printed on the registration card. This is useful for
Travel agency accounts.
29. No Post Used if the guest is on cash basis.

The actual check-out time from the hotel is inputted
30. Check out time here.
The billing instructions and number of stays of the
guest is written here. The billing should indicate the
31. Notice Field type of charges that will be assumed by the
company or agent and the dates included and the
charges on personal account as well.
32. Confirmation/Sh It shows the confirmation number and share

are number number, which is computer generated.
51
A. MATCHING TYPE
Direction: Match the following computerized reservation fields
in Column A to its corresponding meanings in Column B. Write your
answer on the answer sheet.
Column A Column B
1. It classifies if a booking is from a local or
a. Adult/Child
International agent or company, an individual
booking, an SRS booking, or a walk-in. b. FFP Type
2. This describes how the booking was made c. Amount
such as through
d. Source of Business
3. It enters the number of occupants in the
room. e. Nights
4. It is used if the rate is confidential and is f. Print Rate

not to be printed on the registration card.
g. Specials
5. If the guest has a frequent flyer card,
the number is inputted here. h. Channel
i. Payment
6. If the mode of payment is through
credit card, the number is written here. j. No Post
7. The initial deposit is written in this field, k. Approval Code
Whether cash or credit card.
8. The type of credit card or type of settlement

is inputted here.
9. This field will indicate the number of nights

that the guest will be staying in hotel.
10. It is used if the guest is on cash basis
52
B. QUICK WRITE
Direction: Read the statement below about the details of the
reservation, and then put it in a sample computerized reservation system
then complete the details that are being asked.
I would just like to repeat the details of your reservation Mr. Smith.
You will be arriving on the 28thof August via Philippine Airlines flight number
101. You will be staying for 1 night in the Executive De Luxe room with the
rate of $230.00 exclusive of the service charge and applicable taxes. Our
standard check in time is 2:00 p.m. and check out time is at 12 noon. Your
confirmation number is 9344562. Mr. Smith, if there is any amendment or
cancellations; kindly inform us 24 hours prior to your arrival.
Typical needs Remarks

1. Arrival
2. Departure
3. Night
4. Room type
5. Room number
6. Price Rate
7. Reservation type
8. Amount
9. Time
10. Reserved by
C. ACTUAL DEMONSTRATION
PERFORMANCE CRITERIA YES NO
1. Records clients details against booking in manner, which
ensures correct interpretation
2. Checks and uses guest profile / history information in making
the reservation and to enhance clients service?
3. Records special request?
4. Completes explains and confirms reservation details to
customer?
5. Files reservations according to property standards?
53
Lesson 1.3
Update Reservation
This resource aims to help you hone your skill in receiving

reservations using competency-based approach. The module is designed
to help you learn the process of reservation using your own pace. All the
activities are designed to be highly interactive and approximate real
reservations environment and computerized reservation system of a hotel
or resort.
Objectives
1. Receive amendments or cancellation of reservations
2. Recognize and communicate the effects of the reservation changes

to the guest.
3. Update details of reservation in the computerized record.
54
Process reservations changes and cancellations
General Steps Detailed steps
1. Find out the guest name
2. Bring out the reservation in Every property may have different

the computerized system. approaches in retrieving reservation
records. You must coordinate with the
supervisor to learn about the accepted
standards of your property.
3. Ask the guest on the If the caller changes departure date,

changes of the reservation. make sure that the desired date of
change is still available. Otherwise advise
the guest/caller of the non-availability of
rooms on that date.
4. Effect the change Change may include the following but not
limited to:
o Arrival or departure dates
o Number of people in the room
o Room type
o Non-guaranteed to guaranteed
reservations
o Other items that deems necessary
correction by the guest.
5. Repeat the reservation

changes to the guest.
6. Provide the guest a new Optional

confirmation number for the
changed reservation.
55
7. Update the reservation Enter the changes in the computer.

record Type your name (Reservation agent) that
effected the change.
8. Cancel reservations Assign the cancellation number to the

caller and provide the caller the number.
If the guest reservation is guaranteed,
remind the guest to keep the cancellation
number as proof of cancellation for future
claims.
Ask the caller of future reservations
Encode the cancellation number.
9. Thank the caller and invite

the caller to call your
property again.
10. File the reservation record.
Process Travel agents no-show and cancellation forms
1. Check if cancelled reservation is booked by a travel agent.
2. Fill out a travel agent/ cancellation form

The following details may include but not limited to:
a. Guest name
b. Original arrival date
c. Departure date
d. Confirmation number
e. Name of property
f. Reservationist name
g. Reasons why the guest cancelled the reservations
3. Provide a copy to the travel agent and file the copy for statistics and
archive purpose.
56
A. SEQUENCING
Direction: Arrange the proper order of the steps on how to process
reservations changes and cancellations. Write your answer on the
answer sheet.
______1. Ask the guest on the changes of the reservation

______ 2. Cancel reservation
______ 3. File the reservation record
______ 4. Repeat the reservation changes to the guest.
______ 5. Effect the change
______ 6. Find out the guest name
______ 7. Provide the guest a new confirmation number for the
changed reservation.
______ 8. Bring out the reservation in the computerized system.
______ 9. Update the reservation record
______ 10. Thank the caller and invite the caller to call your property
again.
B. CHECKLIST
Direction:Evaluate yourself by completing the self-check. After
each item, place an X in the box that best describes your accomplishment. If
a performance element was not applicable, or impossible to accomplish,
place an X in the N/A box.
DID YOU: NA NO PARTIAL FULL
Payments of the reservation is accurately
recorded or updated in accordance with property
standards.
Amendments or cancellations of reservations

are received, processed and recorded in
accordance with customer request and property
standards.
57
C. ROLE PLAY
Direction:
Make a short skit applying the appropriate process on
how to handle no-show or cancellation of reservations. Follow
the general steps in doing the task. Scoring rubrics below will be
guide for your assessment.
Rubrics
Students accurately followed all the steps in

15 processing cancellation of reservations
Students followed few steps in processing

10 cancellation of reservations
Students need further guidance in applying proper

5 cancellation and reservations.
D. ACTUAL DEMONSTRATION
Directions: OVERALL EVALUATION

Level
Ask the teacher Achieved PERFORMANCE LEVELS
to assess your
performance in 4 - Can perform this skill without
the following supervision and with initiative and
critical task and adaptability to problem situations.
performance 2 - Can perform this skill satisfactorily
criteria below without assistance or supervision.
3 - Can perform this skill satisfactorily
but requires some assistance and/or
supervision.
1 - Can perform parts of this skill
satisfactorily, but requires considerable
Teacher initials
58
Yes No N/A
1. Payments of the reservation is accurately recorded
or updated in accordance with property standards?
2. Amendments or cancellations of reservations are

received, processed and recorded in accordance
with customer request and property standards?
Lesson 1.4
Advice Others on Reservation Details
This lesson with the learning competencies Advice others on

reservation details gives learners clear understanding on reservation details
and provide appropriate activity that gives proper procedures on giving
reservation details to clients.
Objectives
1. communicate general and specific customer requirements and

reservation details to appropriate departments and colleagues
2. compile and provide accurate and relevant reservation statistics

to concerned people or departments
59
General steps on reservation details
1. Ask guest on special request during his stay
2. Determine if request is possible and explain if there would be additional

charges
3. Using the reservation system, detail the special request to various

departments
Most system would allow the reservation agent to send messages to other
departments.
Reservation agent create reservation record based on interaction of a

guest only after determining request for reservation can be met.
Reservation agent will collect and coordinate the following information:

1. Guest Name/Group Name
2. Home address/ billing address
3. Telephone number including the area code
4. Name, address, telephone number of the guests company
5. Name and pertinent information about the person making the
reservation, not the guest
6. Number of people in the party, perhaps the ages of the children
7. Arrival date and time
8. Number of nights, or expected departure
9. Reservation type
Fulfilling Special Request

Part of registration process is making sure that any special request made
by the guest during the reservation process are acted upon, such as guest may
have requested a connecting room, specified room location, bed type, or other
amenities.
Reservation Report
Popular daily reservation management report includes:
1. Reservation Transaction Report
This report summarizes daily reservation activity in terms of creation,
modification, and cancellation of reservation record.
2. Commission Agent Record

Agent with contractual agreement to the hotel may be owed commission
for business booking.
60
3. Turn away Report

This report track the number of reservation request refused because
room were not available for the requested date.
4. Revenue for Cart Report

This report project future revenue by multiplying predicted occupancies
by room rate
A. QUICK WRITES
Direction: Below is a telephone conversation between the front
desk officer and a client requesting for hotel reservation. Be able to supply
the necessary questions to be asked by a reservation agent to the guest.
Agent: Thank you for calling Grand Delights Hotel. This is the Reservation
Section, Jun Vasquez speaking.
Guest: This is Johnny Tamayo of Rosario, Northern Samar. I am going to

Manila and I need a room at your hotel.
Agent: (Asking the total number of guests to be served)
_____________________________________________________________
Guest: I am alone
Agent: Are you part of business group?
Guest: No. But I have a flyer discount
Agent: (Asking the date of arrival)
_____________________________________________________________
Guest: On November 6
Agent: (Asking for the number of nights to stay)
______________________________________________________________
Guest: 5 nights
61
(The agent check the control book on computer file, a corner suite room is
available.)
Agent: (Asking if the guest agrees with the available room during the
requested date)
______________________________________________________________
Guest: Yes, I think I would like that.
Agent: (Asking for the spelling of the guests full name, phone number and
address)
______________________________________________________________
Guest: J-O-H-N-N-YT-A-M-A-Y-O. My phone number is 046-66-79, area

code 466.
Address is Rosario, Northern Samar
Agent: (Asking for the flyer discount certificate number)
______________________________________________________________
Guest: Thats B13744
Agent: (Asking for the expected time of arrival on the requested date)
______________________________________________________________
Guest: I expect to be there at 11 pm.
Agent: (Asking the guest to make a guarantee for his reservation through
credit card)
______________________________________________________________
This will ensures that your room will be held after our 6 pm cancellation
hour. You may arrive any time that evening and room will be waiting for you.
Guest: Yes
Agent: (Asking guest for some special request in his reservation)
______________________________________________________________
Guest: I think that will be all.
62
B. CHECKLIST
Direction: Evaluate yourself by completing the self-check. After
each item, place an X in the box that best describes your accomplishment.
If a performance element was not applicable, or impossible to accomplish,
place an X in the N/A box.
DID YOU NA NO PARTIAL FULL
1. Communicated general and specific

customer requirements and reservation
details to appropriate departments and
colleagues?
2. Coordinated special request of guest
C. ROLE PLAY
Direction: Make a short skit applying the appropriate process
on how to communicate general and specific customer requirements
and reservation details to appropriate departments and colleagues.
Follow the general steps in doing the task. Scoring rubrics below will
be guide for your assessment.
Rubrics
15 Students accurately followed all the steps in

processing cancellation of reservations
10 Students followed few steps in processing

cancellation of reservations
5 Students need further guidance in applying proper

cancellation and reservations.
63

Level
Ask the teacher to assess Achieved PERFORMANCE LEVELS
your performance in the
following critical task and 4 - Can perform this skill without
performance criteria below supervision and with initiative and
adaptability to problem situations.
without assistance or supervision.
8 - Can perform this skill satisfactorily but
requires some assistance and/or
supervision.
10- Can perform parts of this skill
Teacher initials
64
Quarter I - Lesson 2
OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)
This resource aims to help you hone your skill in operating a

computerized reservation system in the hotel using competency-based
approach. The module is designed to help you learn the processes on how to
access and manipulate the reservation system and communicate the details
of reservation to the designated staffs.
All the activities are designed to be highly interactive at your own pace
to prepare you for performing the real tasks in the hotel or resort as Front
Desk Officer.
Lesson 2.1
Access and Manipulate Reservation System
Objectives
1. access and interpret reservation system accurately

2. use all system features to access a range of information
3. create and process reservations
65
Accessing Reservation System
Here are the step by step procedures on how to use the reservation system
1. Ask your supervisor or trainer to show you how the reservation

system works.
2. Access the reservation system using your password
Type your password. The MIS office usually provides
password.
Make sure that your access and password is held in
confidentiality.
A breach in password may result to transactions posted
under your name without your knowledge.
Each FO staff is provided a password for tracing of all

transactions in the department.
3. Familiarize yourself with the main menu of the system.

Most of the systems would have manuals for you to refer
and study
Establishing availability:
Check availability using reservation system in your

1. Check for Availability
property
Arrival Date
Number of nights
Number of adults
2. Checking for
Number of rooms
availability may
Scratch name
include inputting
Scratch company
Scratch agent
Rate code
Example verbiage:
We do have an Executive De Luxe Room available on
3. FO staff then advises
the caller of the the 28th of August Mr. Smith for $230 exclusive of
availability service charge and taxes.
66
Example verbiage:
The rate is inclusive of full buffet breakfast; pre-dinner
4. FO staff will advise cocktails; complimentary 5 pieces of laundry every day,
caller of the
inclusions of the rate roundtrip airport transfers, local calls, and the use of the
quoted facilities like the gym, swimming pool and outdoor
jacuzzi.
5. Multiple scenarios in
availability:
a.) If the caller has no

company affiliation but is
a returning guest Mr. Smith, the package you availed is still valid but you
Check his history in the are very fortunate because we have an available
system. Offer the same Superior De Luxe on September 9 and this room is more
package if it is still valid spacious and has larger windows and a fantastic view.
but upsell to higher room
category.
b.) If the package is no Mr. Smith, the package you availed on your last stay is
longer available, offer not valid anymore. However, we are offering you another
existing package. exciting package.
c.) If the first rate offered

is not acceptable to the
caller, we should
determine their specific
needs and or price
threshold and negotiate
a rate slightly above the
callers budget, ensuring Mr. Smith, may we know what budget are you looking at
there is availability and for this stay?
the rate sold is within the
guidelines of the Selling
Strategy.
67
d.) If the room is not The FO staff must offer an alternative

available:
We dont have any available Executive room on the
28th of August Mr. Smith. Would you like me to book
you to a Superior Room instead?
The FO staff must offer another room type, another

day, or offer the reservation to be waitlisted.
Would you like to move your reservation to another

date?
Would you like me to put your reservation on

waitlist Mr. Smith?

Sample verbiage:
1. FO staff offers to
Would you like me to make a reservation for you Mr.
make a reservation.
Smith?
Sample verbiage:
FO Staff will obtain other reservation details including:

Smoking or non-smoking room
Mr. Smith would this be smoking or non-smoking
room?
Input callers details in
Type of room
the reservation system,
Mr. Smith would this be a king size or twin size
which includes the mode
bed?
and process of payment
Time of arrival
for product and services.
Mr. Smith may I know your estimated time of
arrival?
Mode of payment:
How would you like to guarantee your reservation?
If credit card, get number and expiration date
May I have your credit card number and expiration
date?
68
If guest does not want to give deposit

Mr. Smith, we would like to inform you that we will
be holding your room until 4:00 pm on the date of
your arrival. You can still check in after the said time,
but depending on the room availability on that day.
FO staff will get the flight details and transportation
requirements of the guest.
May I have your flight details Mr. Smith? Do you

wish to arrange for a Limousine pickup from the
airport?
Procedures on Processing Reservations Record

Ask for and enter the guests last
1. Input reservation record name, first name and middle initial.
Input guests title
Ask for and enter guests complete
mailing address. Double-check the
spelling of streets and cities.
Ask the name of the caller or the
name of the person being reserved if
the caller is doing it for someone.
Ask for TA (Travel agency) name if
being booked by TA.
Ask for the contact details of the
person who should be contacted
about the reservation
Enter the arrival and departure dates
Confirm the number of people
sharing the room and their names
Confirm the availed room type, room
rate and special request
Enter the rate code
69
2. Guarantee the reservation Ask the caller which credit card he

or she would like to guarantee the
reservation with.
Explain what a guaranteed
reservation standards in your
property.
Tell the guest that they can do the
following to guarantee reservations:
- Provide the number and
expiration of the credit card
- Guarantee the arrival to an
approved direct billing account
- Mail in advance deposit of at
least the charges for one
nights room and tax
3. Confirm and enter the method Enter the type of method used for
of guarantee guaranteed payment.
Explain your propertys policy on
billing if they did not show up on the
said reservation date.
4. If the caller does not want to Explain propertys policy on non-

guarantee guaranteed reservations
5. Repeat details of reservation Be sure to note any special request:

non-smoking room, king size bed,
quiet room, etc.
Tell caller on propertys check in and
check out policies.
6. Give a confirmation number Propertys system would

automatically generate confirmation
number.
7. Enter todays date and initials Let them hang up first as they may
and thank the caller and let have additional request.
them hang up the phone first.
70
A. FILL IN THE BLANK

Direction: Complete the statement appropriately.
1. The Front Office Staff advises the caller the availability of the
reservation, he says
______________________________________________________
2. If the package does no longer exist, the Front Office Staff will say
______________________________________________________
3. If the room is not available you will say
______________________________________________________
4. If the caller guarantees the reservation, you will say
______________________________________________________
5. The Front Office Staff offers to make a reservation, he says
______________________________________________________
B. ENUMERATION.
Direction: Enumerate what is being asked.
Enumerate the procedure in using Reservation System
1. ________________________________________________
2. ________________________________________________
3. ________________________________________________
Steps on how to Access the reservation system using your passwords

1. ________________________________________________
2. ________________________________________________
3. ________________________________________________
Procedures in processing reservations records

1._________________________________________________
2._________________________________________________
3._________________________________________________
4._________________________________________________
5._________________________________________________
6._________________________________________________
7._________________________________________________
71
C. CHECKLIST
each item, place an X in the box that best describes your accomplishment. If
a performance element was not applicable, or impossible to accomplish, place
an X in the N/A box.
Use the propertys reservation system by
accessing it
Use the menu of the propertys reservation
system
Understand the features of your propertys
reservation system
Check availability of the required booking
accordance with the system functions and
requirements?
Encode new reservations using the format
required by the computerized system?
OVERALL EVALUATION
Directions: Level
Achieved PERFORMANCE LEVELS
Ask the teacher
to assess your 10 - Can perform this skill without
performance in supervision and with initiative and
the following adaptability to problem situations.
critical task and 8 - Can perform this skill satisfactorily
performance without assistance or supervision.
criteria below 6 - Can perform this skill satisfactorily but
requires some assistance and/or
supervision.
Teacher initials
72
Post Test I
A. Multiple Choice
Direction: Read the statement carefully and write the letter of
your choice in your answer sheet.
1. How many rings before you answer the telephone?
a. 2 b. 3 c. 4 d. 5
2. What will you do if you respond to a call but you cant hear anything?
a. Repeat your greetings 2 times then tell that you cant hear
anything
b. Repeat your greetings 3 times then tell that you cant hear
anything
c. Repeat your greetings 3 times then apologize explaining that
d. Repeat your greetings 2 times then apologize explaining that
2. Which of the following is the best way when you answer the telephone
in the office?
a. Hello, Sally Santos speaking
b. Hello, accounting department, Sally Santos speaking
c. Hello/ Good morning, Sally Santos speaking
d. Hello/ Good morning, accounting department, Sally Santos
speaking
4. These are the things to remember when leaving messages through
telephone except
a. Speak clearly and slowly
c. Always leave your return telephone number
d. Give all the information needed.
73
5. Which of the following does not belong to the group?

a. Always identify yourself at the beginning of all calls.
b. Be sensitive to the tone of your voice
c. Do not allow interruptions to occur during conversations.
d. Build the habit of always turning on your cell phone ringer when
entering a meeting
6. The following question must be ask by the front office staff except
a. May I have your name?
b. May I know your arrival date?
c. How much money do you have?
d. How many rooms would you need?
7. Used only for group bookings

a. Block name b. Rate code c. Room type d. Channel
8. Indicates the room number of guest

a. Room type c. Room number
b. No of rooms d. Market code
9. Indicates what room types that was assigned to the guest

a. Number of rooms b. Block name
b. Room type d. Rate code
10. This is where the name of the caller and his/her telephone number is
written
a. Reserved by c. Confirmation
b. Channel d. Reservation type
11. Use for statistics purpose

a. Block name c. Rate code
b. Market code d. Channel
12. This describes how the booking was made such as through telephone,
fax, telex, sales and catering
a. Confirmation c. Channel
b. Block name d. Special
74
13. Determines pre-defined reservations arrangement as set by the hotel.

a. Room type c. Rate code
b. Room number d. Reservation type
14. Use if the guest is on cash basis

a. No post c. Check out line
b. Notice field d. Print rate
15. The billing instructions and number of stamp of the guest is written
here.
a. Check out time c. Print rate
b. Notice field d. Payment
16. These are the information on the reservation records, except:

a. Indicate the mailing address and contact number
b. Ask for the arrived and departure date
c. Explain guaranteed or non-guaranteed reservation
d. Enter the rate code.
17. Enter the number of occupants in the room

a. Adult/child c. Rate code
b. Special d. Block name
18. Indicate the number of nights that the guest will be staying in the hotel.
a. Number of rooms c. Room type
b. Nights d. Channel
19. This shows the guests type of membership and number.

a. Type and member no. c. Channel
b. Special d. Confirmation
20. The type of credit card or type of settlement is inputted here.

a. Mode of payment c. Amount
b. Payment d. Channel
How much have you learned from this quarter?
A lot! Not that much Im not sure None at all

75
(Please mark one)
Pre Test 2
A. MULTPLE CHOICE
Direction: Read the statement carefully and write the
letter of your choice in your answer sheet.
1. Upon checking for availability, Front office staff may include the
following except:
a. Arrival date c. Work background
b. No. of nights d. Rate code
2. Which of the following is the most courteous way of advising the guest
that a package is no longer available?
a. Mr. Smith, the package is no longer available
b. Mr. Smith, you can check other available packages
c. Im sorry Mr. Smith, but the package you want to avail is not
valid anymore.
d. Im sorry Mr. Smith, but there is no such package here.
3. If the caller does not want to guarantee a reservation, what will you
say?
a. Explain your propertys policy on billing
b. Explain propertys policy on non guaranteed reservation
c. Tell caller on propertys check in and checkout policies
d. Let the caller hang up first
4. As a front office staff, we do the following preparations upon the arrival

of guests except:
a. Keep your work station clean and tidy
b. File as you work
c. Maintain a par stock of supplies
d. Organize guests departure
76
5. A term used to refer a procedure utilized by a hotel upon the arrival of

a guest to confirm his/her stay at the hotel.
a. Reservation c. Arrival
b. Registration d. Departure
7. Why do you have to follow through on special requests of the guests if

any?
a. To insure total satisfaction of the guest during his stay
b. To encourage him to stay for a while
c. To show him your courtesy
d. To show that customers are always right
8. Why is it important to update the guest information directory?

a. The guests will be informed of the latest events, happenings
and place of visits
b. The guests will praise your good work
c. The management will be satisfied with your work performance
d. You, personally, will be updated of the latest happenings,
events and place of visits
9. A guest information directory should include the following except:

a. Information of name and location
b. Telephone no. and hours of operation of an establishment
c. Directions of the property, type of establishment and dress code
d. All of the above statements are correct.
10. During the guest check out, you should do the following except:
a. Inquire about additional reservation
b. Bid the guest farewell
c. Process future reservation or alert the reservation clerk to these
requests.
77
11. When does desk clerk files folio related documents for night audit?
a. Guest reservation c. Departure
b. Arrival d. Future reservation
12. When does front office staff checks for availability using reservation
system
13. When does front office staff confirm reservation information and
provide general hotel information
14. When does desk clerk communicates guest departure to housekeeping

and other departments in hotel if necessary
a. Registration c. During stay
b. Arrival d. Departure
15. What is the best way to offer a personalized service to the guest?
a. Consistently address the guest by his name upon every
conversation.
b. Provide guest with accurate hotel information
c. Answer all guest inquiry
d. Either b or c
16. Front desk office enters system password when:

a. Accessing reservation system information
b. Familiarizing reservation system information
c. Using reservation system information
d. All of the above
17. This resource aims to help you hone your skill in receiving reservation
using competency based approach
a. Access directory system information
b. Access inventory system information
c. Access reservation system information
d. Access marketing system information
78
18. The following details of the directory should be coordinated with the
guest except:
a. Name and location c. Type of establishment
b. Dress code d. Work background of staff
19. It means that the room is reserved but not in use or the reservation has
been cancelled.
a. Double occupancy c. Walk-in
b. No show d. Blocked room
20. What do you call to a guest who arrived at the hotel before the
designated time?
a. Walk-in c. Early arrival
b. Preregistration d. Late arrival
79
Quarter II - Lesson 1
PROVIDE ACCOMMODATION RECEPTION
This resource aims to help you hone your skills in welcoming and
registering guests. All the activities are designed to be highly interactive to
improve every learners confidence and interpersonal skills as Front Desk
Officer in order to provide personalized service to the guests of the hotel.
Lesson 1.1
Prepare for Guest Arrival
Objectives
1. prepare reception area for service and check all necessary

equipment prior to use
2. check and review daily arrival details prior to guests arrival
3. allocate rooms in accordance with guest requirements and
establishment policy
4. follow up uncertain arrivals or reservations
5. compile and distribute accurate arrival lists to relevant
personnel/department
6. inform colleagues and other departments of special situations
or requests in a timely manner
80
Giving a courteous and personalized service to

guests is the most fulfilling responsibility that tourism
personnel can offer. Aside from this, it is the best
promotional strategy that can progressively drive the hotel
industries.
Here are some of the ways on how you can serve customers
better as a Front Desk officer.
Preparing the reception area for guest arrivals

1. File as you work Always file paperwork before you
begin another activity in your work
area.
Filing important papers will enable
you to not lose important data
which the property will need in
transacting with guest.
Check if the arrival list and other
pertinent documents are filed
properly in your work area
2. Keep your work station clean and Throw away useless papers and
tidy check for the functionality of your
equipment.
3. Maintain a par stock of supplies
4. Print arrival list At the end of the day, print arrival
list due on the following day.
Review VIP arrivals and Group
arrivals to anticipate workload the
following day.
File the arrival list and other
documents as per your property
standards.
5. For VIP guest, double check if all
guests arriving have rooms
according to their request or
needs.
81
6. Input special request on the Endorse to apt departments

system special request in the property
management system
7. File as you work Always file paperwork before you
begin another activity in your work
area.
Filing important papers will enable

you to not lose important data
which the property will need in
transacting with guest.
Check if the arrival list and other

pertinent documents are filed
properly in your work area
8. Keep your work station clean and Throw away useless papers and
tidy check for the functionality of your
equipment.
9. Maintain a par stock of supplies
10. Print arrival list At the end of the day, print arrival
list due on the following day.
Review VIP arrivals and Group

arrivals to anticipate workload the
following day.
File the arrival list and other

documents as per your property
standards.
11. For VIP guest, double check if all

guests arriving have rooms
according to their request or
needs.
12. Input special request on the Endorse to apt departments

system special request in the property
management system
82
A. ENUMERATION
Direction: Enumerate what is being asked.
General steps on how to prepare the reception area for guest arrival
1. _____________________________________________
2. _____________________________________________
3. _____________________________________________
4. _____________________________________________
5. _____________________________________________
6. _____________________________________________
7. _____________________________________________
8. _____________________________________________
9. _____________________________________________
10._____________________________________________
B. CHECKLIST
each item, place an X in the box that best describes your
accomplishment. If a performance element was not applicable, or
impossible to accomplish, place an X in the N/A box.
DID YOU: LEVEL OF PERFORMANCE

NA NO PARTIAL FULL
Prepared and checked functionality of reception area
and all necessary equipment?
Checked and reviewed daily arrival details prior to
guests arrival?
Allocated rooms in accordance with guest
requirements?
Followed up uncertain arrivals or reservations in
accordance with property standards?
Compiled and distributes arrival list to relevant
personnel?
Informed colleagues on special situations in a timely
manner?
83
C. ROLE PLAY
Direction: Perform a short role play/ skit that show how
to prepare for guest arrival. Rubrics below will be guide to assess your
performance.
Rubrics
15 Students accurately followed all the steps in

preparing for guest arrival
10 Students followed few steps in preparing for guest

arrival
5 Students need further guidance in preparing for

guest arrival
B. ACTUAL DEMONSTRATION
Directions: OVER ALL EVALUATION
Ask the teacher to assess Level

your performance in the Achieved PERFORMANCE LEVELS
following critical task and
performance criteria below 4 - Can perform this skill without
supervision and with initiative and


but requires some assistance
and/or supervision.

satisfactorily, but requires
considerable assistance and/or
supervision.
Instructor will initial level achieved.

84
Lesson 1.2
Welcome and Register Guest
Objectives
1. welcome guests warmly and courteously

2. confirm reservation details with guests
3. register guests with or without reservations
4. follow correct accounting procedures
5. explain clearly the relevant details such as room
key/electronic
Hello..Good
morning Sir!
o Personalized service is greeting and acknowledging guests by their

name.
o By using their name consistently, we are personalizing the service

delivery and demonstrating genuine care.
o In general, people appreciate you using their name, so make your

guests feel special by using their name in every conversation you
have with them.
o Every known guest must be addressed by name and title upon

arrival and during the service experience at the establishment
85
Here are some of important etiquettes to be observed upon addressing

guest names.
For most of guests from different nationalities such as Chinese or European,

it would be better to address them by their last name.
o Example: Lee Ming Sy, would be addressed as Mr. Sy
John Smith, would be called as Mr. Smith
For Malay and Indian, address them by their first name
o Example: Hamid Ramasamy, would be Mr. Hamid
For Japanese, address them with their last name followed by the word
sama.
o Example: Yamato Nagasaki, would be Nagasaki-sama
Registration
It is a procedure utilized by a hotel upon arrival of a guest to

confirm his or her stay at the hotel.
A front desk officer should also be familiar with different terms

used in guest reservation.
Double Occupancy
It means that two people stay and share in a reserved room without
incurring extra charges.
Guaranteed No Show
It pertains to a guest who guaranteed his reservation but did not register in
the hotel
Late Arrival
It describes a guest with reservation who expect to arrive after the hotels
designated time.
Early Arrival
It means that a guest arrives at the hotel before the date of his reservation.
86
No show
It describes a situation where the guest did not register in the hotel, the room
is not in use or the reservation has been cancelled.
Blocked room/Number out

It refers to room which was set aside for the incoming guests as agreed by
the hotel and guest company.
Walk in
This is a guest who registers to the hotel without reservation.
Pre-registration
It involves producing registration card in advance of guest arrival, room and
rate assignment, creating guest folio and other functions.
Creating Registration Record

It facilitates the registration process in non automated hotel. The
registration card requires the guest to provide his name, address, telephone
number and other personal data.
Room Assignment
It is an important part of the registration process. Room assignment
involves identifying and allocating an available room in a specific room category
to a guest.
Issuing the Room Key

By issuing a room key, the front desk agent completes the registration
process. For security reason, the front desk agent or reception should never
announce the room number when handling a guestroom key to a guest; encircle
the room number instead to the registration card.
87
Check-In Procedure
Upon arrival of guest in the hotel, the Front Desk Officer must do the
following:
1. Provide personal greetings

Good Morning Mr. Smith, Welcome to Makati Shangrila
2. Determine if guest has reservations.

Do you have a reservation booked directly to us or through
a travel agency? May I have your confirmation letter please?
3. Confirm reservation information. Confirm for room rates.

Sir/Maam. I believe your reservation is for (number of nights) in a
(smoking/non-smoking room) with a rate of ______________.
4. Use up selling tactics (if applicable)
5. Check for messages and packages

Sir /Madam, we have received a package on your behalf.
6. Determine method of payment

How do you wish to guarantee for your room and incidental
charges?
7. Provide general hotel information

Please be guided that complimentary breakfast is served in the
lobby between 7 and 10 am Mr. Smith. The dining room is on the
main floor at the end of the hall.
The swimming pool is located at the 4th floor of the hotel.
8. Assess whether assistance is needed

Is there anything else I can assist you with?
9. Ask to sign his/her registration card
88
10. Present room key. (do not say out loud the name of the guest his/her
room number)
I will give you two room keys
11. Call for bell services assistance

Sir/Madam our Bellman will assist you to your room; we hope you
enjoy your stay.
12. Provide parking information and explain guestroom information

The easiest way to reach the hotels parking area is by walking
through the left side of the main hall. Your family hopefully enjoys
all amenities of your room. If you may need extra towels or
pillows, please call the Front Office for assistance.
13. Follow through on special request if any

; Should you have any other special request Mr. James?
14. Place follow-up call to guest room
Escorting a Guest
Front Office introduce bellman to Bellman handles and carries luggage

the guest according to safety standards
Bellman opens door, unloads Bellman escorts and familiarizes guest

luggage and checks room on hotel's facilities and services
condition and functionality
Bellman explains room features Bellman leaves the guest room and
and inquires about any guest bids guest goodbye.
needs
89
A. WORD PUZZLE
Direction: There are thirteen (13) key terms about hotel
reservation in this puzzle. Be able to mark atleast 10 items then write it
on your answer sheet.
R C Z K P C L E N C T S P W Y
W E S T Z V A T H W I U R E C
H M G Z M H T Y R S Y V E T N
N C N I J Y E K O Z P H R I A
I E I V S Z A V O C E P E Y P
S M T Z K T R P M W T H G F U
C B E P E J R H R H A J I A C
I H E U H O I A A V R K S M C
E C R L O Y V S T N P T T I O
T N G M L C A P E I U N R L E
A Y K K J M L W H C O Z A Y L
R E M H P U A K V S R N T R B
Y I W K S T J N H H G T I A U
A U H C M Z H O I T M C O T O
D S Y I T C W A L K I N N E D
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
90
B. CHECKLIST
Direction: Evaluate yourself by completing the self-check. After each
item, place an X in the box that best describes your accomplishment. If a
performance element was not applicable, or impossible to accomplish, place
an X in the N/A box.
Welcomed guests?
Confirmed reservation details with guest?
Registered guests with or without reservations
according to establishment systems and procedures?
Applied correct accounting procedures
Issued room key/electronic cards, guest mail and
messages to guest?
Followed procedures where rooms are not
immediately available or overbooking has occurred
Monitors and reports discrepancies in guest arrivals?
Monitored and reported guest arrivals and
discrepancies between actual and expected arrivals
are reported in accordance with property standards?

Level PERFORMANCE LEVELS
Ask the teacher Achieved
to assess your
4 - Can perform this skill without supervision and with
performance in
initiative and adaptability to problem situations.
the following
critical task and 3 - Can perform this skill satisfactorily without
performance assistance or supervision.
criteria below 2 - Can perform this skill satisfactorily but requires
requires considerable assistance and/or supervision.
Teachers initials
91
Lesson 1.3
Organize Guest Departure
Objectives
1. review and check departure lists for accuracy

2. generate and process guest account for accuracy
3. seek information in a timely manner to facilitate the
preparation of account.
4. explain and process guest accounts clearly, courteously and
accurately to the guest
5. recover and process keys/electronic cards from guests
6. Process express checkout
Maintain guest information directory
1. Be familiar with guest Know how the guest information

information directory of your directory is organized. Use labels and
property tabs to easily browse through the
directory
Know how to attain the information in
a computerized system set-up.
92
2. Update and complete the Collect information about latest

directory events, happenings and place of
visits.
Input all these items in the directory
Update contact numbers of

restaurants and tourism attraction
from time to time.
The directory should include the

following:
o Special events
o Restaurants
o Art and cultural attractions
o Theaters
o Nightclubs
o Malls
o Lounge
o Recreation and hobby
activities/ sports facilities
o Transportation
o Medical services
o Personal services
o Church
o Hospitals
Make sure that the directory includes

the following information:
o Name and location
o Directions of the property
o Telephone number
o Hours of operation
o Type of establishment
o Dress code
o If reservations are needed
o Name of owner
93
Guest Departure or Checkout Procedure

The stage of the guest departure process involves:
1. Guest requests check out
2. Desk clerk inquires about the guests hotel stay experience
How was your stay Mr. Smith?
4. Checking for safe deposit box in room
5. Posting outstanding charges
6. Verifying account information
7. Asking about additional charges
Do you have any last minute consumption from the mini bar?
8. Giving the folio to the guest
Kindly double check your bill and affix your signature if everything is
correct.
9. Asking method of payment
How would you like to settle your account Mr. Smith, through credit
card or cash?
10. Processing the account payment
11. Securing the room key
12. Updating the room status
13. Desk clerk inquires about additional reservation
Should you decide to have additional reservations in the future?
14. Bid the guest farewell
Thank you Mr. Smith. See you again on your next visit.
15. Report to the shift supervisor any negative comments from the guest
concerning his or her stay.
16. Process future reservation or alert the reservation clerk to these requests.
17. Desk clerk files folio related documents for night audit
18. Desk clerk communicates guest departure to housekeeping and other
departments in hotel if necessary.
94
A. SEQUENCING
Direction: Arrange the following procedures on organizing guest
departure. Write the corresponding number on your answer sheet.
_____ 1. Securing the room key

_____ 2. Desk clerk files folio related documents for night audit
_____ 3. Bid the guest farewell
_____ 4. Desk clerk communicates guest departure to housekeeping
and other departments in hotel if necessary.
_____ 5. Checking for safe deposit box in room safe keys
_____ 6. Process future reservation or alert the reservation clerk to
these requests.
_____ 7. Verifying account information
_____ 8. Guest request check out
_____ 9. Posting outstanding charges
_____10. Desk clerk inquires about additional reservation
B. CHECKLIST
Direction: Evaluate yourself by completing the
self-check. After each item, place an X in the box that best
describes your accomplishment. If a performance element was
not applicable, or impossible to accomplish, place an X in the
N/A box.
DID YOU: LEVEL OF

PERFORMANCE
NA NO PARTIA FUL
L L
Addressed all guest requests during in-stay
according to property standards
Maintain information directory of guest
Responded promptly to inquiries to guests
satisfaction
Follow the standards guest checkout procedures
95

Level
Ask the Achieved PERFORMANCE LEVELS
teacher to
4 - Can perform this skill without supervision and
assess your
with initiative and adaptability to problem situations.
performance in
the following 3 - Can perform this skill satisfactorily without
critical task assistance or supervision.
and 2 - Can perform this skill satisfactorily but requires
performance some assistance and/or supervision.
criteria below
requires considerable assistance and/or
supervision.
96
Post Test 2
B. MULTPLE CHOICE
Direction: Read the statement carefully and write the letter of
1. Upon checking for availability, Front office staff may include the
following except:
a. Arrival date c. Work background
b. No. of nights d. Rate code
2. Which of the following is the most courteous way of advising the guest
that a package is no longer available?
a. Mr. Smith, the package is no longer available
b. Mr. Smith, you can check other available packages
c. Im sorry Mr. Smith, but the package you want to avail is not
valid anymore.
d. Im sorry Mr. Smith, but there is no such package here.
3. If the caller does not want to guarantee a reservation, what will you
say?
a. Explain your propertys policy on billing
b. Explain propertys policy on non guaranteed reservation
c. Tell caller on propertys check in and checkout policies
d. Let the caller hang up first
4. As a front office staff, we do the following preparations upon the arrival

of guests except:
a. Keep your work station clean and tidy
b. File as you work
c. Maintain a par stock of supplies
d. Organize guests departure
5. A term used to refer a procedure utilized by a hotel upon the arrival of

a guest to confirm his/her stay at the hotel.
97
7. Why do you have to follow through on special requests of the guests if

any?
a. To ensure total satisfaction of the guest during his stay
b. To encourage him to stay for a while
c. To show him your courtesy
d. To show that customers are always right
8. Why is it important to update the guest information directory?

a. The guests will be informed of the latest events, happenings
and place of visits
b. The guests will praise your good work
c. The management will be satisfied with your work performance
d. You, personally, will be updated of the latest happenings,
events and place of visits
9. A guest information directory should include the following except:

a. Information of name and location
b. Telephone no. and hours of operation of an establishment
c. Directions of the property, type of establishment and dress code
10. During the guest check out, you should do the following except:
a. Inquire about additional reservation
b. Bid the guest farewell
c. Process future reservation or alert the reservation clerk to these
requests.
11. When does desk clerk files folio related documents for night audit?
98
12. When does front office staff checks for availability using reservation
system
13. When does front office staff confirm reservation information and
provide general hotel information
14. When does desk clerk communicates guest departure to housekeeping

and other departments in hotel if necessary
a. Registration c. During stay
b. Arrival d. Departure
15. What is the best way to offer a personalized service to the guest?
a. Consistently address the guest by his name upon every
conversation.
b. Provide guest with accurate hotel information
c. Answer all guest inquiry
d. Either b or c
16. Front desk office enters system password when:

a. Accessing reservation system information
b. Familiarizing reservation system information
c. Using reservation system information
d. All of the above
17. This resource aim to help you hone your skill in receiving reservation
using competency based approach
a. Access directory system information
b. Access inventory system information
c. Access reservation system information
d. Access marketing system information
99
18. The following details of the directory should be coordinated with the
guest except:
a. Name and location
b. Dress code
c. Type of establishment
d. Family background of staff
19. It means that the room is reserved but not in use or the reservation has
been cancelled.
a. Double occupancy
b. No show
c. Walk-in
d. Blocked room
20. What do you call do a guest who arrived at the hotel before the
designated time?
a. Walk-in
b. Preregistration
c. Early arrival
d. Late arrival

(Please mark one)
100
Pre-Test 3
A. MULTPLE CHOICE
Directions. Read the statement carefully and write the
letter of your choice in your answer sheet.

a. security
b. account settlement
c. room assignment
d. maintaining the guest history record
2. Sylvia Pennypincher checks into room 207 for a one-night stay. Early the
next morning, Pennypincher leaves the hotel without paying her bill. When
checking the 4 P.M. housekeeping report, the front desk finds room 207 listed
as vacant and ready for sale and realizes that the guest was a:
a. due out.
b. sleeper.
c. skipper.
d. sleep out.
3. Which of the following front office forms typically contains personal guest
data, the length of stay, and the method of settlement?
a. room rack slip

b. registration card
c. information rack slip
d. credit card voucher
4. Which is a function of conducting night audit?

a. balance all front office accounts
b. monitor guest credit limit
c. resolve room status and rate discrepancies
d. all of the above
101
5. If a guestrooms status is blocked, which of the following is true?

a. The guestroom has been set aside for use by a group and may be
reserved only by a member of that group.
b. The guestroom has been reserved by a member of a group that has
a contract with the hotel for a number of rooms.
c. The guestroom is among a number of rooms that cannot be
reserved or assigned until all other rooms outside the block are sold.
d. The guestroom is an out-of-order room.
6. The report that indicates which rooms are occupied and which guests are
expected to check out the following day is called the:
a. registration record
b. occupancy report
c. housekeeping status report
d. room status discrepancy report
7. To avoid room status discrepancies, the housekeeping status report should

be compared with the ___________ report
a. housekeeping
b. occupancy
c. room status discrepancy
d. Registration
8. Who is the most important person in the hospitality business?

a. security
b. bellman
c. front desk officer
d. guest
overview of the recurring problems, issues, and activities at the front desk
in relation to guest services. The general manager suggested that part of
her orientation should be to carefully review the front desks:
a. reader board.
b. information directory.
c. transaction file.
d. arrival list.
10. A hotels practice of extending credit to guests by agreeing to bill the

guest or the guests company for charges is called:
a. direct billing
b. account billing
c. transfer settlement
d. pre-authorized settlement
102
B. WORD PUZZLE
Direction: Be able to find and mark 10 key terms about Front
Desk Services in this lesson then list down your answers on the
spaces provided below.
D F A W Y D C J A K
C L U B S E F H C F
O H D R D K A C C O
M D I E W C D E O L
P F T C G H Y H U I
L E O O U K A D N O
A W R R E P O R T S
I D F D S H D F S H
N I G H T A U D I T
T D B I L L I N G S
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
103
Quarter III Lesson 1

CONDUCT NIGHT AUDIT
using competency-based approach. The module is designed to help you
learn the process of reservation using your own pace.
All the activities are designed to be highly interactive in conducting

night audit and performing internal financial transactions.
Lesson 1.1
Monitor Financial Transactions
Objectives
At the end of this lesson, you are expected to do the following:
1. determine the Night Audit process

2. check transactions to ensure that they have been carried
out in accordance with establishment procedures
3. identify and resolve financial and system discrepancies
according to the level of responsibility
4. monitor system and provide feedback
104
Night Audit Process
The major functions of the night audit is to:
a) Verify posted entries to guest and non-guest accounts

b) Balance all front office accounts
c) Resolve room status and rate discrepancies
d) Monitor guest credit limits
e) Produce operational and managerial reports
Role of the night audit:
1. The night audit requires attention to accounting detail, procedural controls,

and guest credit restrictions. In this sense, the night auditor shall track
room revenues, occupancy percentages, and other standard operating
statistics. He/she shall, also, prepare a daily summary of cash, check, and
credit card activities that occurred in the front office department on a daily
basis.
2. In night auditing, end of the business day is a vital time for the auditor. As
far as the closing of business day is concerned, management shall
determine the end of day, which is the time after which the night audit can
prepare his/her daily Reports. This end of day is usually the time where
the majority of outlets close or no more have frequent activity.
3. The night auditor shall always compare the data conveyed in different
folios against points of sales outlets daily reports, housekeeping room
status report. This is called cross-referencing, and is a vital procedure in
the internal control.
105
4. After comparing, the night auditor should come up with the guest, non-
guest, and departmental accounts. This total should match the daily POS
totals (i.e. in balance). If not, then the auditor is said to be out-of-balance,
and the night auditor shall substantially review all account statements,
vouchers, support documents, and departmental source of documentation
in order to bring the audit to balance.
5. The night audit shall compare all credit limits of guests and non-guests
accounts with credit card floor limits, hotel's house limit, guest's status and
reputation. If high balance accounts (i.e. balances for which the guest or
non-guest limits are very near to an established limit) are detected, the
night auditor shall note and report this to management the following day.
6. Under the manual, a daily transcript and a supplementary transcript are
used to track daily transactions of guest and non-guest accounts
respectively. Hotels operating under semi-automated systems use D-
Cards for the same purpose.
The night audit process focuses on two areas:
1. Discovery and correction of front office accounting errors ensured through

the cross-referencing process.
2. Creation of accounting and managerial reports including audit balance,
average rate, occupancy percentage, usage of package plans and other
marketing programs, and the number of group rooms and complementary
rooms occupied.
The role or job description of a night auditor would be likened to this answer:
Tracks room revenues, occupancy percentages, and other standard hotel

operating statistics.
Preapares a daily summary of cash, check, credit card, debit card, gift
certificate, and other activities that occured at the front desk.
Summarizes and reports the results of operations to front office

management.
106
The following steps are common to the sequence of a night audit:
1. Complete outstanding postings

The auditor verifies that all voucher posting for revenue center
transactions have been completed. The night auditor may also need to record
the not posted front office transactions.
2. Reconcile the room status discrepancies

The night auditor is responsible for ensuring that discrepancies between
the daily housekeepers report and the front office room status system are
reconciled before the end of the day.
3. Balance all departments

The posting s to guest and non-guest accounts must equal the amount
charged at revenue outlets for the front office accounting system to be
considered in balance.
Departmental Balancing Sequence

3.1 Sort the voucher according to their departments
3.2 Consider each departments voucher

a.) Separate the correction voucher according to the departments
they are to be applied.
b.) Total the correction for each department
3.3 After verifying each of the correction with the departments affected,
total the correction voucher on an adding machine. The corrections
tape must coincide with the correction figures on the shift report.
3.4 Consider the voucher again

a.) Run adding machine tapes on the rest of the voucher
b.) While running tapes on the voucher, check the written figure at
the bottom of the voucher against the printed figure on the
department detail report, as well as against the validated figure of the
hotel uses a validating printer.
3.5 The vouchers should agree with the correcting figure of the
departments. If the tapes do not agree with either figure, check to find
the error before proceeding.
a.) Check to see that the date on the voucher is the current days
date.
107
b.) Check off each individual posting against the voucher until the
error is found.
c.) Post any correction or adjustment.
3.6 Print revised individual shift reports after the correction and
adjustments have been made. In any operations made, all back up
data should be packed for the accounting office.
4. Verify room rate

The report shows the rack rate for each room and the actual rate at
which the room was sold, providing an opportunity to analyze room revenue. If a
rooms rack and actual rates do not agree, there are several factors for the
auditor to consider:
a. If the room is occupied by a member of a group or by a corporate rate
customer is discounted rate correct?
b. If there is only one guest in a room and the actual rate is
approximately half the rack rate, is the guest part of the reservation? If
he is, did the second guest registered?
5. Verify no-show reservation

It is the responsibility of the night auditor to clear the reservation rack file
and post charges to n0-show account. In posting no-show charges, it must be
verified that the reservation was guaranteed and the guest never arrived.
6. Post room rate and tax
The posting of room rates and tax to all guest folios is typically begun at
the end of the day. Direct posting of room rate and tax at any time is one of the
great advantage of a computerized system.
7. Prepare reports
The auditor is typically responsible for preparation of reports which
indicates the status of front office activities, such reports include:
a.) Final Department Detail and Summary Report are produced and
filed with the source document for the accounting department.
b.) Daily Report of Operation summarizes the days business and
provides insight into revenue, receivables, operating statistics and
cash transaction related to the front office.
c.) High Balance Report It identifies guests who are approaching an
accounts credit limit. In a computerized system, the computer may be
programmed to produce a high balance report upon demand.
108
8. Deposit Cash
Often the night auditor is responsible for preparing cash deposit as a part
of the audit process. Since account and departmental balancing often involves
cash transaction, cash depositing may depend on a successful audit. If front
office cash receipt have not yet been deposited, the auditor compares the
posting with cash payment and paid out (net cash receipts) with actual cash on
hand.
9. Backup the system

This step applies only to computerized front office system. Since
computer system eliminates the need for a room rack, reservation card and a
variety of other traditional front office forms and devices, the front office
becomes very dependent on the proper functions with the computer system.
Back-up reports must be run in a timely manner to enable smooth operation of
the hotel in the event of computer system failure.
10. Distribute report

Due to the sensitive nature of front office transactions, the night auditor
must take care to deliver appropriate report in a meaningful format and a timely
manner. The distribution of reports is the final step in the audit routine.
A. QUICK WRITES
Direction: On your own understanding, briefly explain
the following questions on your answer sheet.
1. What is the purpose of conducting a night audit?
2. What are the responsibilities of a night auditor?
3. How do you think the night audit will affect the operating
procedures of the hotel?
109
B. CHECKLIST
Direction: Evaluate yourself by completing the self-
check. After each item, place an X in the box that best describes
your accomplishment. If a performance element was not
applicable, or impossible to accomplish, place an X in the N/A
box.
Check transactions to ensure that they have
been carried out in accordance with
establishment procedures
Check balances prepared by others to ensure
tat they are accurate
Resolve financial discrepancies according to
level of responsibility
Monitor systems and provide feedback

to assess your
4 - Can perform this skill without supervision and with
performance in initiative and adaptability to problem situations.
the following
performance

110
Lesson 1.2
Completing Routine Records and Reports
Objectives
1. complete routine records and reports accurately within

designated timelines
2.forward reports promptly to the appropriate person/department
3. conduct research on successful record keeping
End of the Day

The term End of the Day pertains to the hotels agreed
operating policy on cut-off time; wherein all points of sales of the hotel will be
stopped to give way for the closing routine standards including the night audit.
If this is not possible, atleast the End of Day is the time with minimal
transacting activities.
Main steps in the night audit process:

Complete outstanding posting
Reconcile room status discrepancies
Verify room rates
Balance all departmental accounts
Verify no-show reservations
Post room rates and taxes
Prepare required reports
Prepare cash receipts for deposit
Clear or back up the system
Distribute reports
111
Operating Modes:
1. Non-automated system: under this very system, 4 forms are widely used,
which are:
a) Daily and supplementary transcripts

b) Guest and non-Guest folios
c) Front office cash sheets
d) Audit recapitulation sheets
2. Semi-automated system:
The audit of guest and non-guest accounts is ensured mostly through

mechanical or electronic posting machines. The most important form
obtained under this very system is the D Card.
3. Fully-automated system:
This very system is the best compared to manual and semi-automated

systems. In fact, this system can be interfaced with point of sale terminals,
call accounting systems, and other revenue centers for quick, accurate
and automatic postings to electronic guest and non-guest account folios.
This very fact enables the night auditor to concentrate more on auditing
transactions and analyzing front office activities.
Prepare Reports
The Night Auditor shall prepare reports that indicate the status of front
office activities and operations. Some of the reports prepared by Night Auditor
are:
The Final Department Detail and Summary Reports help prove that all
transactions were properly posted and accounted for.
The Daily Operations Report summarizes the days business and

provides insights into revenues, receivables, operating statistics, and cash
transactions related to front office.
112
The High Balance Report identifies guests whose charges are

approaching an account credit limit designated by the hotel (the house
limit).
Specialty Reports (Ex. Group Sales Report dispatched by each group,

showing number of rooms occupied by each group, and revenue generated
by each group), (Ex. Report that lists guests who stay frequently and
guests who are VIPs).
The Night Auditor should prepare a Cash Deposit Voucher as part of

the Audit Process. If cash Receipts have not yet been deposited in the bank,
the Night Auditor should compare the postings of Cash Payments and Paid-
outs with Actual Cash on hand. In some hotels, Front Desk Cashiers might be
called to deposit cash at the end of their shifts without knowing how much in
cash receipts that the system has recorded for them. This process is called
Blind Drop. Under this practice, Night Auditors shall compare system totals
per cashier with the actual cashier drop document.
Due to the sensitive and confidential nature of front office information,

the Night Auditor must promptly deliver appropriate reports to authorized
individuals.
Verifying the Night Audit:
Most of the errors encountered in the night audit process stem from the
fact that the hotel is not operating under fully automated system.
The widely occurring errors in the night audit process can have the form of:
o Pickup errors
o Transposition errors
o Missing folios
The major functions of the night audit are to:

Verify posted entries to guest and non-guest accounts
Balance all front office accounts
Resolve room status and rate discrepancies
Monitor guest credit limits
113

A. QUICK WRITES
Direction: Explain your understanding about the
following key terms.
1. High Balance Report -

________________________________________________________
________________________________________________________
2. Fully Automated System -

________________________________________________________
________________________________________________________
3. Night Audit -
________________________________________________________
________________________________________________________
4. End of the Day -

________________________________________________________
________________________________________________________
5. Final Department Detail and Summary Report -

________________________________________________________
________________________________________________________
B. CHECKLIST
NA NO PARTIAL FULL
Complete routine records and reports
accurately within designated timelines
Follow reports promptly to the
appropriate person/department
Conduct research on successful record
keeping
114
C. INTERVIEW
Direction: Ask learners to talk with hotel personnel who
had experienced to conduct night audit in his workplace. Let
them compile the evidences of the activity in a portfolio.
The following questions will be asked in the interview.
1. As experienced, what was your most crucial task as a night auditor?

2. In case of unexpected discrepancies of the audit, what actions should be
undertaken in order to address the problem?
3. What are some of the advice that you can give to help the beginners in this
field?
Rubrics
Students satisfactorily perform the activity and submit a
15 complete file of evidence
Students satisfactorily perform the activity but submitted
10 incomplete file of evidence
Students perform few steps of the activity and submitted
5 incomplete evidences

to assess your 4 - Can perform this skill without supervision and
performance in with initiative and adaptability to problem situations.
the following
115
Quarter III Lesson 2

Provide Club Reception Services (CR)
This lesson with the learning competencies Provide Club Reception

Services deals with the information on club services and process membership
of clients. It discuss Code for Guest services and provides standard on how to
talk to clients and handles complains.
This part also deals with the skills and knowledge required to check
and reconcile daily financial transactions and records, and produce reports
relating to establishment operations and revenue.
Lesson 2.1
Provide Information on Club Services
and Process Memberships
116
Objectives
1. provide accurate advise and information on club services

and facilities to customers and club members as required
2. explain and fill up membership application forms clearly and
completely
3. check and maintain membership records
In some hotels and resorts, club reception is being provided to the

guest. It is best that the basics in guest interaction is practiced and provided
to guest staff for continued guest satisfaction.
This module deals with the skills and knowledge required to offer
reception services within a licensed club environment.
Club services and facilities may include:
Allied member clubs and association Prize nights and special events
Community courses and training program Raffles
Computer rooms and internet facilities Restaurants and Caf
Current food, beverage and gaming promotions Shows and attractions
Customer loyalty programs Membership badge production
Games and sporting facilities Membership database
Health facilities telephones
Membership benefits
Internal public address system
Code for Guest Service

1. The Guest is the most important person in our business.
2. The Guest is not dependent on us we are dependent on him.
3. The Guest is not an interruption of our work he is the purpose of it.
4. The Guest does us a favor when he dines at our restaurant we are
not doing him a favor by serving him.
5. The Guest is not an outsider to our work he is part of it.
6. The Guest is not a cold statistic he is a human being with feelings
and emotions, with prejudices and biases, like our own.
7. The Guest is not someone to argue or match wits with.
8. The Guest is one who brings us his needs it is our job to fill those
needs.
9. The Guest is deserving of the most courteous and attentive treatment
we can give him.
10. The Guest is the lifeblood of every food establishment.
117
How to Listen and Talk to Clients
1. Try to understand the words you hear the way they are intended to be
understood.
2. Recognize the variety of tasks that certain words must perform. Words
mean different things to different people.
3. Find out what the customer really means.
4. Understand what is being said from the customers point of view.
5. Make it a habit to restate accurately in your mind or repeat, if
necessary in your own words, the ideas and feelings of the customer
speaking.
6. Be specific. Spell out what you mean in concrete terms.
7. Consider/observe how the customer says things, his facial
expressions, the use he makes of his hands, voice, etc.
8. Encourage the customer to talk. Stop talking but occasionally talk to
maintain rapport and the channels open.
Handling Guest Complaints
1. Listen attentively to guests complaints. Isolate the guest so that other

guest would not hear.
2. Secure guest name and room number.
3. Determine the nature of the complaint. Stay calm do not argue with the
guest. If you win with argument, you lost your business.
4. Act on the complaint. Show to the guest your personal intent to the
problem.
5. Give the guest your undivided attention. Do not blame others nor insult
the guest. Inform the guest that the matter will be relayed to the duty
manager.
6. Tell the guest what can be done. Do not promise the impossible.
7. Set an appropriate completion of corrective action and monitor the
progress.
8. Follow up. Even if the complaint was resolve by someone else, contact
the guest to ensure that the problem was resolved satisfactorily.
9. Thank the guest sincerely.
118
Review of the Lesson 2.1
A. QUICK WRITE
Direction: As a client or guest to any establishment, we have
demands and special special requests that business personnel try to address
to ensure continuous patronage. Write some of your special demands during
your visit to the following business establishments:
1. Restaurant
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. Hotel
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3. Bouttique
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4. Mall
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. Cinema
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
119
B. CHECKLIST

NA NO PARTIAL FULL
Listened to guest attentively on their request?
Explained clearly club membership and rules?

Explained clearly the club rules on proper dress
codes?
Handled guest complaints well?
C. ROLE PLAY
Direction: Perform a short role play/ skit that shows
courteous accommodation with hotel guest. Rubrics below will be
guide to assess your performance.
Rubrics
Students accurately followed all the steps in

15 processing cancellation of reservations
Students followed few steps in processing

10 cancellation of reservations
Students need further guidance in applying proper

5 cancellation and reservations.
120

Level
Ask the teacher Achieved PERFORMANCE LEVELS
to assess your 4 - Can perform this skill without supervision and
performance in with initiative and adaptability to problem
the following situations.
criteria below 2 - Can perform this skill satisfactorily but
requires some assistance and/or supervision.
1 - Can perform parts of this skill satisfactorily,
but requires considerable assistance and/or
supervision.
Lesson 2.2
Monitor Entry to Club
Objectives:
At the end of the lesson, you are expected to:
1. check membership badges/cards upon entry

2. assist guest to sign
3. check members and guests to comply with dress and age
regulations
4. refer disputes over entry to club to the security, supervisor or
other relevant person
121
Guests membership to the hotel services and associations is a good

promotional strategy to the hospitality industries because as clients continuously
patronize their services, it would also mean assurance of profit and stability of
business linkages.
Here are some of the ways on how to satisfactorily offer and monitor club
reception services in the hotel:
1. Provide advice and information on club services and facilities to

customers and club members as required.
2. Explain club membership and club rules clearly, correctly and

politely to the public and to members.
3. Clearly explain membership application forms to applicants and

assist them to complete forms if required.
4. Issue correct membership badges or cards
5. Check membership records to verify membership.
6. Use club reception technology to assist with the provision of

services to members.
7. Check membership badges or cards upon entry to the club.
8. Assist guests to sign in according to government and organization

requirements.
9. Check that members and guests comply with dress and age
regulations, according to organization policy.
10. In a polite manner, inform members and guests who do not comply
with dress regulations that entry is not permitted.
11. Refer disputes over club entry to security, supervisor or other

relevant person according to organization policy.
122
The required skills and knowledge that a front desk officer should
possess in order to facilitate these responsibilities are:
1. High-level communication and customer service skills

2. Literacy skills to read documents such as club membership cards,
membership database records, ID cards, proof of age cards and
driver's licenses
3. Writing skills to assist customers to complete membership
application forms, temporary and guest membership forms and to
issue membership badges
4. Numeracy skills to calculate and explain membership costs.
Review of the Lesson 2.2
A. QUICK WRITES
Direction: Complete the diagram below that enumerates the good
characteristics of a front desk which helps encourage the guests to avail
membership on hotel club services.
1.
__________
__
5. 2.
________ Good
__________
Characteristics __
of Front Office
4. 3.
__________ __________
__ __
123
B. CHECKLIST

NA NO PARTIAL FULL
Check membership badges/cards upon entry
Assist guest to sign
Check members and guests to comply with dress
and guest to comply with dress and age regulations
Refer disputes over entry to club to the security
supervisor or other relevant

Level
4 - Can perform this skill without
following critical task and
supervision and with initiative and
performance criteria below
but requires some assistance and/or
supervision.
considerable assistance and/or
supervision.
124
Post - Test 3
A. MULTPLE CHOICE
Directions. Read the statement carefully and write the letter of

a. security
c. room assignment
2. Sylvia Pennypincher checks into room 207 for a one-night stay. Early the
next morning, Pennypincher leaves the hotel without paying her bill. When
checking the 4 P.M. housekeeping report, the front desk finds room 207 listed
as vacant and ready for sale and realizes that the guest was a:
a. due out.
b. sleeper.
c. skipper.
d. sleep out.
3. Which of the following front office forms typically contains personal guest
data, the length of stay, and the method of settlement?
a. room rack slip
b. registration card
c. information rack slip
d. credit card voucher
4. Which is not a function of conducting night audit?

a. balance all front office accounts
b. monitor guest credit limit
c. resolve room status and rate discrepancies
d. all of the above

a. The guestroom has been set aside for use by a group and may be
reserved only by a member of that group.
b. The guestroom has been reserved by a member of a group that has
a contract with the hotel for a number of rooms.
reserved or assigned until all other rooms outside the block are sold.
125
6. The report that indicates which rooms are occupied and which guests are
expected to check out the following day is called the:
a. registration record
b. occupancy report
c. housekeeping status report
d. room status discrepancy report
7. To avoid room status discrepancies, the housekeeping status report should

be compared with the ___________ report
a. housekeeping
b. occupancy
c. room status discrepancy
d. Registration
8. Who is the most important person in the hospitality business

a. security
b. bellman
c. front desk officer
d. guest
overview of the recurring problems, issues, and activities at the front desk
in relation to guest services. The general manager suggested that part of
her orientation should be to carefully review the front desks:
a. reader board.
d. arrival list.
10. A hotels practice of extending credit to guests by agreeing to bill the

guest or the guests company for charges is called:
a. direct billing
b. account billing
c. transfer settlement
d. pre-authorized settlement
126
C. WORD PUZZLE
Direction: Be able to find and mark 10 key terms about Front
Desk Services in this lesson then list down your answers on the
spaces provided below.
D F A W Y D C J A K
C L U B S E F H C F
O H D R D K A C C O
M D I E W C D E O L
P F T C G H Y H U I
L E O O U K A D N O
A W R R E P O R T S
I D F D S H D F S H
N I G H T A U D I T
T D B I L L I N G S

(Please mark one)
127
Pre - Test 4
A. TRUE OR FALSE
Direction: Draw on your answer sheet if the given
statement about handling guest arrival and departure is correct;
otherwise, draw if it is not appropriate.
1. As front desk, the very first thing to do upon arrival of guests is to lift his
luggage to the trolley.
2. Point the different facilities of the hotel to the guest as you walk with him to
the elevator.
3. Make your voice loud enough to say the room number of the newly arrived
client to all the hotel personnel and guests for recognition.
4. To avoid confusion, attach a luggage claim check to each piece of luggage.
5. Handle luggage and other articles safely with care.
6. It is alright to address all the guests special requests upon dinning in at the
hotel restaurant.
7. Any personnel can argue with the guests to explain his personal
sentiments.
8. The best way to give personalized service to the guest is by consistently

addressing his name during every conversation.
9. Prepayment are partial payments made by the guests for his entire stay.
These usually are estimated first day stay room charges.
10. Before issuing a receipt, the front desk should accurately tally all cash
transactions incurred by the guest during his stay in the hotel.
128
B. SEQUENCING
Direction: Arrange the following steps on how to escort
guests to his room. Write the corresponding sequence number on the space
provided.
________ 1. Assist guest with their luggage.
________ 2. Enter guest room and show him how to use their key cards and
locks.
________ 3. Greet the guest when the front desk introduces you.
________ 4. Offer unpacking service of luggage if possible.
________ 5. Take the guest to the elevator and explain how to access the guest
room floor.
________ 6. Show the guest the room features.
________ 7. Hold the door open to let guest enter.
________ 8. Thank the guest and politely leave the room.
________ 9. Escort the guest from the guest room floor to their room.
________ 10. Load luggage to the cart.
129
Quarter IV Lesson 1
PROVIDE PORTER SERVICES (PS)
using competency-based approach. The module is designed to help you learn
the process of reservation using your own pace. All the activities are designed
to be highly interactive and approximate real reservations environment and
computerized reservation system of a hotel or resort.
Lesson 1.1
Handle Guest Arrivals and Departure
130
Objectives
At the end of this lesson, learners are expected to:

1. review and plan expected daily arrivals, departure and
requests for major guest
2. welcome and direct guests promptly on arrival to the
appropriate area for registration
3. assist guests with luggage
4. escort guests to rooms and show/explain courteously the
establishment/room feature
Welcome and escort guest to front desk

1. Make guest feel welcome
Smile
Make eye contact
Greet the guest
Open the door for the guest
Always greet the guest first. A very enthusiastic greeting
can mean a good impression.
Ask, How may I Help you? (If they need help)
2. Open the door for arriving vehicle

Assist every person who comes out of the vehicle and
greet him or her according to your propertys standard.
3. Unload luggage for checking in guest.

Lift luggage using safe lifting and bending techniques
Handle luggage with utmost care
Load luggage to the trolley properly.
4. Escort or direct the guest to the front desk.

Assist guest in their luggage towards front desk. If they
refuse, direct the guest to the front desk
131
Escort and assist guest to his room
1. Greet the guest when the front desk employee introduces you and gives
you a guest room key
Greet the guest using propertys standard of greeting guest.
Use the last names with courtesy titles
2. For confidentiality and safety and security of the guest, do not say aloud
the room number of the guest.
3. Assist guest with their luggage
4. Load luggage to the cart
5. Direct guest to the elevator
Walk with the guest to the elevator. While walking with them,
you can point to the different facilities of the hotel that you may
pass by (For first time guest)
6. Start the elevator
Explain to the guest how to access the guest floor. Your
property might have elevator security features. If the elevator is full,
give the key to the guest and ask them to go ahead
7. Take the next elevator to the guest room floor.
8. Escort the guest from the guest room floor to their room
Point out emergency exits and other facilities in the guestroom floor.
9. Enter guest rooms
Show the guest how to use their key cards and locks
Enter the guestroom ahead of the guest
Turn on the light and make sure the room is ready and not
occupied by someone else
10. Hold the door open to let guest enter.
11. Place the luggage properly
12. Offer unpacking service if possible
13. Check for functionality of the room
Check for busted lights, mini bar refrigerator and TV.
Check for thermostat setting of air-conditioning unit.
14. Notify the appropriate department for any busted appliance
15. Show the guest the room features
16. Thank the guest and politely leave the room
Let the guest know how to call for any assistance during his
stay.
132
A. ENUMERATION
Direction: List down the important steps to be
undertaken upon welcoming guest in the hotel.
1. _____________________________________________________
2. _____________________________________________________
3. _____________________________________________________
4. _____________________________________________________
B. SEQUENCING
guests to his room. Write the corresponding sequence number on
the space provided.
room floor.
locks.
133
C. CHECKLIST
Direction: Evaluate yourself by completing the self-
check. After each item, place an X in the box that best describes your
accomplishment. If a performance element was not applicable, or impossible
to accomplish, place an X in the N/A box

NA NO PARTIAL FULL
Reviewed expected daily arrivals and departures?
Welcomed guest promptly on arrival and directed to

the appropriate area for registration?
Assisted guest with luggage in accordance with

established procedures and safety requirements?
Escorted guest to room?
Directions:
OVERALL EVALUATION
performance in 4 - Can perform this skill without supervision and with
the following initiative and adaptability to problem situations.
requires considerable assistance and/or
supervision.
134
Yes No N/A
Can the Candidate do the following:
1. Review expected daily arrivals and departures?
2. Welcome guest promptly on arrival and directed to the
appropriate area for registration?
3. Assist guest with luggage in accordance with established
procedures and safety requirements?
4. Escort guest to room?
Lesson 1.2
Handle Guest Luggage
Objective
1. transport and deliver guest luggage safely top the correct

location within appropriate time frame
2. operate luggage storage system correctly and in accordance
with established procedures and security requirements
3. mark and store luggage accurately to allow for easy retrieval
following the establishment procedure
4. place luggage correctly within the storage system
135
Handling Guest Luggage

1. Check in Luggage
Attached a luggage claim check to each piece of luggage
Tear off claim check stubs and present them to guest. Explain to
guest how to pick up checked luggage
If valuable items are being checked, note where you stored item
on your part of the claim check stub
Store luggage in the designated closet
When you store luggage in an overflow area, mark it on the
claim check stub
2. Return checked luggage to guest

Ask guest for the claim stub
If the guest has lost their claim stub, follow the propertys
standard in claiming baggage with lost claim stub.
3. Maintain the luggage closet

Straighten all items
Make sure all luggage are group accordingly
Maintain the cleanliness of the storage.
Ensure that luggage do not obstruct entrance and exit areas.
4. Lost luggage/ Unclaimed luggage

Follow propertys procedure in lost luggage and unclaimed
luggage.
Materials needed
Luggage
Birdcage/trolley
Load and Transport Luggage and other Articles
1. Handle luggage and other articles safely with care

2. Put heavier or larger items on the bottom of the luggage cart, car trunk
or courtesy van
When lifting items, bend at the knees
Keep you back straight
Use your leg muscles, keeping the item close to your body
Set the item down carefully
136
Lift luggage, stand alongside of it and bend at the knees. Try to

limit bending at the waist. Lift the luggage with your leg muscles.
Grasp the handle and straighten up. Once you lift the luggage,
hold it close to your body.
Do not twist when lifting and carrying luggage. Point your toes in
the direction you are headed and turn your entire body in that
direction.
3. Hang soft garment bags from luggage cart bars or place them on top of
other luggage.
4. Secure fragile items between bags; do not put other items on top of
fragile items.
5. Push heavy luggage carts instead of pulling them.
6. Move slowly, especially around corners, so items don't shift and fall off
short.
137
A. TRUE OR FALSE
Direction: Write True if the statement about handling
guest luggage is correct, else write False if it is wrong.
1. When holding the guest luggage, lift it with your toe muscles then
grasp the handle and straighten up.
3. Secure fragile items between bags; do not put other items on top of
fragile items.
4. Pull heavy luggage carts instead of pushing them.
5. If the guest has lost their claim stub, follow the propertys standard in
claiming baggage with lost claim stub.
6. When you store luggage in an overflow area, mix the luggage
together with the other luggage without the claim stub
7. Put heavier or larger items on the top of the luggage cart.
8. Ensure that luggage do not obstruct entrance and exit areas.
9. Do not twist when lifting and carrying luggage. Point your toes in the
direction you are headed and turn your entire body in that direction.
10. Place the soft garment bags at the bottom of other luggage.
B. CHECKLIST
Transported and delivered guest luggage to the
correct location within appropriate timeframes
Operated luggage storage system correctly and in
accordance with established procedures and
security requirements
Stored luggage to allow for easy retrieval following
the established procedures
Placed luggage correctly within the storage system
138
OVERALL EVALUATION
Directions: Level
Ask the teacher 4 - Can perform this skill without supervision and
to assess your with initiative and adaptability to problem
performance in situations.
the following
criteria below
2 - Can perform this skill satisfactorily but
requires some assistance and/or supervision.
1 - Can perform parts of this skill satisfactorily,

but requires considerable assistance and/or
supervision.
Yes No N/A
1. Transport and deliver guest luggage to the correct

location within appropriate timeframes
2. Operate luggage storage system correctly and in

accordance with established procedures and security
requirements
3. Store luggage to allow for easy retrieval following the

established procedures
4. Place luggage correctly within the storage system
139
Lesson 1.3
Respond to Request for Concierge Services
Objectives

1. Provide bell desk services promptly
2. Determine the responsibilities of hotel personnel in giving
personalized service to the guest
3. Coordinate with colleagues and other departments to ensure
effective response to bell desk request
As the most important persons in the hotel, guests deserve an outmost

service that will satisfy their needs for leisure, relaxation, and entertainment.
This will be possible through the help of the different hotel attendants that will
assist every guest during their stay in the hotel.
Door Greeter
1. Opens hotel entrance doors for guest.
2. Assists guests in and out their vehicles.
3. Helps guests load and unload their luggage.
4. Escorts guests to hotel registration area.
5. Hails taxis for guest in need.
6. Performs light cleaning in vehicles entry area.
7. Monitors the lobby of suspicious looking characters.
140
Concierge
Demonstrate strong product knowledge of the hotels facilities and

services and of the surrounding community.
Provide guests with directions to attractions, facilities, services, and
activities in or outside the property.
Arrange for guest reservations with other establishments.
Perform secretarial and other services.
Coordinate guest request for special services or equipment with the
appropriate department.
Check-in with roomed guests periodically to ascertain any special
needs.
Work closely with the front office in carrying out all guest requests.
Bellman
Welcomes guest to the hotel

Handles all luggage of guest
Escorts guests to and from their rooms.
Delivers arriving baggage and remove departing baggage promptly,
per guest.
Provides safe place to store luggage
Familiarizes the guests with the guestroom and amenities.
Monitors the lobby of suspicious looking characters.
The main function of the hotel concierge is to offer superb services that
can every experience by the guests for them to treasure. They see to it that
they satisfy all their guests needs during their stay. The concierge often stays
at the lobby area to be visible with anyone who seeks for assistance.
Some of the typical guest requests may include:

Getting restaurant reservations
Booking theater or concert tickets
Scheduling sightseeing tours and shopping excursions
Giving directions to local attractions
Hiring a car/limo for sightseeing or to get to the airport
Making complete travel arrangements, from confirming flights and seat
assignments to securing visas
Replacing a toothbrush, toothpaste or other personal items that a
traveler left at home
Storing luggage until a guest checks in or out
Helping to plan a corporate meeting, party or wedding at the hotel
Arranging for an interpreter to assist a foreign guest
141
A. CLASSIFICATION
Direction: Sort the following tasks according to
the designated hotel staffs responsible for accomplishing them. Write
only the letter that corresponds to the task on its appropriate column.
Door Greeter Concierge Bellman
A. Coordinate guest request for special services or equipment with the

appropriate department.
B. Delivers arriving baggage and remove departing baggage promptly.
C. Performs light cleaning in vehicles entry area.
D. Escorts guests to and from their rooms.
E. Monitors the lobby of suspicious looking characters.
F. Arrange for guest reservations with other establishments.
G. Work closely with the front office in carrying out all guest requests.
H. Assists guests in and out their vehicles.
I. Provides safe place to store luggage
J. Check-in with roomed guests periodically to ascertain any special
needs.
K. Welcomes guest to the hotel
L. Opens hotel entrance doors for guest.
M. Perform secretarial and other services.
N. Hails taxis for guest in need.
O. Provide guests with directions to attractions, facilities, services, and
activities in or outside the property.
142
B. CHECKLIST
Direction: Evaluate yourself by completing the self-check.
After each item, place an X in the box that best describes your
impossible to accomplish, place an X in the N/A

NA NO PARTIAL FULL
Provided concierge services promptly and in accordance
with establishments security and safety requirements?
Liaised colleagues and other departments to ensure

effective response to concierge service requests?
C. ACTUAL DEMONTRATION

performance in 4 - Can perform this skill without supervision and
the following with initiative and adaptability to problem
critical task and situations.
performance 3 - Can perform this skill satisfactorily without
criteria below assistance or supervision.
2 - Can perform this skill satisfactorily but requires
You will be rated some assistance and/or supervision.
based on the 1 - Can perform parts of this skill satisfactorily, but
overall evaluation requires considerable assistance and/or
on the right side. supervision.
PERFORMANCE CRITERIA Yes No N/A
1. Provide concierge services promptly and in accordance

with establishments security and safety requirements
2. Liaise colleagues and other departments to ensure
effective response to concierge service requests
143
Quarter IV - Lesson 2
PERFORMING CASHIER TASK
using competency-based approach. The module is designed to help you learn
the process of reservation using your own pace. All the activities are designed
to be highly interactive and approximate real reservations environment and
computerized reservation system of a hotel or resort.
Lesson 2.1
Prepare Guest Folio
Objectives
1. Prepare a guest folio
2. Take and examine the details of the guest arrival and
departure
3. Recognize all important notation and special request stated
by the guest
144
How to prepare a guest folio?

1. Post unposted charges
2. Pull out guests folio together with the registration form
from the folio rack.
3. Review the guests bill before presenting it tothe guest.
4. Present the bill to the guest.
Take Note:
Guests can check-out anytime as he is ready to settle his bill.
Check-out time is set at 12:00 noon. However, if the guest

wants to extend his stay up to 3:00 p.m., he should be
charged an additional 50% (or the required deposit).
After 6:00 p.m., a 100% fee will be charged.
Since many guests make a telephone call or order a meal,

particularly breakfast or immediately before checking out,
these two items should be looked into or asked of the client.
Address the guest by name for good guest relations and

more importantly, to prevent the guest from settling the wrong account.
As he checks out, his room key is retrieved.
Materials you might need in accomplishing this information sheet are:

Luggage
Birdcage/trolley
145

A. CHECKLIST
Checked with other departments of any unposted or late charges
Printed guest folio to be presented to guest
Presented the guest folio for review and approval to guest?
OVERALL EVALUATION
Directions: Level
Ask the teacher to 4 - Can perform this skill without supervision and with
assess your initiative and adaptability to problem situations.
performance in the 3 - Can perform this skill satisfactorily without
following critical task assistance or supervision.
and performance 2 - Can perform this skill satisfactorily but requires
criteria below some assistance and/or supervision.
You will be rated requires considerable assistance and/or
based on the overall supervision.
evaluation on the
right side. Instructor will initial level achieved.
PERFORMANCE CRITERIA Yes No N/A

1. Check with other departments of any unposted or late charges
2. Print guest folio to be presented to guest
3. Present the guest folio for review and approval to guest
146
Lesson 2.2
Collect Cash, Cash Equivalents or Non-Cash
Transactions and Process Receipts and Payments
Objectives
1. identify the different forms of settlement
2. accurately declare the amount that will be charged to the
guest
3. receive payments from customers and issue receipt
Forms of Settlement
1. Prepayments are payments made in advance through mail; walk-in and
other methods (prior to their stay).
2. Advance deposits are partial payments made by the guest for his entire
stay. These usually are estimated first day stay room charges.
3. Credit card is a pre-authorized payment enabling the hotel to block a

certain amount in the credit card to be used as payment of guest.
4. Send Bill Arrangements:

Travel agencies makes the deposit as guest is a third party in
the agreement.
Corporate accounts are arrangements between the company
and the hotel.
147
5. Debit cards are banking institution issued cards that are similar to
credit cards. Charges incurred through buy the holder are directly
debited to the funds of the owner in the guests bank account.
6. Cash can either be local and foreign currency bills. The hotel transacts
all foreign currencies.
7. Travelers checks are prepaid checks issued by a bank or financial

organization, which is processed like cash.
Breakdown of Guest Charges
Often times we see the plus plus + + sign after the guest rate. This
typically constitutes the following:
o Value Added Tax (VAT) (12%). This is the tax imposed by the
national government.
o Local tax is a surcharge added to the customers bill that is

given to the hotel employee during payroll.
Process Receipt and Payments

1. Tally cash transaction
Tally the total amount of all official receipt against the machine
reading.
Make a finalprint out of the reportand attach it togetherwith all your offi
cial receipt.
If the result is not tally, find out the discrepancy.
Prepare your remittance together with your foreign
currency transaction
2.Tally credit card transaction

Tally all credit cards transactions based on credit card type against
the machine
reading.
If tally, make a final print out the report and attach it together with
each credit card
type.
If not tally, find out thediscrepancy.
148
3. Balance and close cashier account in the system.

Prepare envelope to be used for remittance.
4. Remit the cash transactions in the drop box vault

Fill in the envelope withnecessary information.
Place all the foreign and local currency together with copies
official receipt inside the envelope.
Drop the envelope inside the vault.
A. CHECKLIST
1. Performed balancing of cash transactions against
cashier journal
2. Performed balancing of credit card transactions

against cashier journal
3. Reconciled balances between computerized

system and sum of cash and non-cash
transactions against cashiers journal
4. Processed transactions according to property

standards
5. Closed cashiers account based on property

standards?
6. Remitted cash transactions and filed source

documents
149

Level
following critical task and 4 - Can perform this skill without
performance criteria below supervision and with initiative
and adaptability to problem
You will be rated based on situations.
the overall evaluation on
the right side. 3 - Can perform this skill
satisfactorily without
2 - Can perform this skill

satisfactorily but requires
some assistance and/or
supervision.

considerable assistance
and/or supervision.
Yes No N/A
1. Perform balancing of cash transactions against
cashier journal
2. Perform balancing of credit card transactions against
cashier journal
3. Reconcile balances between computerized system
and sum of cash and non-cash transactions against
cashiers journal
4. Process transactions according to property standard
5. Close cashiers account based on property
standards
6. Remit cash transactions and filed source documents
150
Post - Test 4
A. TRUE OR FALSE
Direction: Draw on your answer sheet if the given
statement about handling guest arrival and departure is correct;
otherwise, draw if it is not appropriate.
1. As front desk, the very first thing to do upon arrival of guests is to lift his
luggage to the trolley.
2. Point the different facilities of the hotel to the guest as you walk with him to
the elevator.
3. Make your voice loud enough to say the room number of the newly arrived
client to all the hotel personnel and guests for recognition.
4. To avoid confusion, attach a luggage claim check to each piece of luggage.
6. It is alright to address all the guests special requests upon dinning in at the
hotel restaurant.
7. Any personnel can argue with the guests to explain his personal
sentiments.
8. The best way to give personalized service to the guest is by consistently

addressing his name during every conversation.
9. Prepayment are partial payments made by the guests for his entire stay.
These usually are estimated first day stay room charges.
10. Before issuing a receipt, the front desk should accurately tally all cash
transactions incurred by the guest during his stay in the hotel.
151
B. SEQUENCING
guests to his room. Write the corresponding sequence number on the space
provided.
locks.
room floor.

(Please mark one)
152
Summative Test
MULTIPLE CHOICE
Directions: Read the statement below and choose the letter of
the correct answer. Write your answer on a separate sheet.

a. security
c. room assignment
2. Uniformed service functions are primary activities in which of the following

stages of the guest cycle?
a. pre-arrival and arrival
b. arrival and occupancy
c. occupancy and departure
d. arrival and departure
3. Sylvia Vasquez checks into room 207 for a one-night stay. Early the next
morning, Vasquez leaves the hotel without paying her bill. When checking the
4 P.M. housekeeping report, the front desk finds room 207 listed as vacant
and ready for sale and realizes that the guest was a:
a. due out.
b. sleeper.
c. skipper.
d. sleep out.
4. On March 1, a guest checks into room 233 and reserves the room for the
next three nights. On March 2, the occupancy report from the front desk
would list the status of room 233 as:
a. DNCO (did not check out)
b. a late check-out
c. a sleeper
d. a stay over
153
5. The average length of stay of guests at the Ultra Resort is six days. To
avoid losing revenue from no shows during peak season, the resort
requires guests to pay room charges in full before their day of arrival. This
type of reservation is best described as:
a. advance deposit.
b. prepayment
c. MCO
d. corporate
6. Mr. Barnes made a reservation at the Metro Hotel. He arrived at 9 P.M.

only to find that the hotel was full. The room held for him was released for
sale at 6 P.M. Based on this information, which of the following types of
reservations did Mr. Barnes probably make?
a. non-guaranteed reservation
b. credit card guaranteed reservation
c. travel agent guaranteed reservation
d. corporate guaranteed reservation

a. The guestroom has been set aside for use by a group and may
be reserved only by a member of that group.
b. The guestroom has been reserved by a member of a group that
has a contract with the hotel for a number of rooms.
reserved or assigned until all other rooms outside the block are
sold.
8. The status of a groups reservation changes from blocked to booked as:

a. the cut-off date approaches.
b. the cut-off date passes.
c. group members reserve rooms.
d. group members cancel rooms.
9. Which of the following is the greatest advantage of a computerized

reservation system?
a. creation of waiting lists for high demand periods
b. generation of daily expected arrivals lists
c. generation of a report summarizing reservations by room type
d. improved accuracy of room availability information
154
10. The Always-Booked Hotel sent Ms. Garcia a no-show bill for room and tax
charges. Upon receiving the bill, she called the hotel and was able to have
the bill rescinded because she had a:
a. confirmation number.
b. credit card guaranteed reservation.
c. travel agent guaranteed reservation.
d. non-guaranteed reservation.
11. Which of the following reservation system reports would help managers
assess the volume of reservations activity on a daily basis?
a. an expected arrivals and departures report
b. a rooms availability report
c. a regret and denial report
d. a reservations transaction report
12. Which of the following front office computer applications would help
managers track commissions payable to agents for booking business at
their hotels?
a. reservations module
b. rooms management module
c. guest accounting module
d. financial management module
13. Guests are likely to have a no-post status in the hotels sales outlets when
their method of payment at check-in is:
a. cash in advance.
b. VISA.
c. MasterCard.
d. American Express. .
14. In the short term, a rooms readiness for sale is determined by its
__________ status.
a. reservation
b. housekeeping
c. registration
d. preregistration
15. If an arriving guest would like the assistance of a bellperson, after

assigning the guestroom the front desk agent should:
a. hand the guestroom key to the guest, introduce the
bellperson, and tell the bellperson the room number.
b. introduce the bellperson, hand the key to the bellperson, and
tell the guest the room number.
155
c. introduce the bellperson and hand the key to the guest without
stating the room number.
d. introduce the bellperson and hand the key to the bellperson without
stating the room number.
16. Which of the following is the preferred way to handle telephone messages
for guests?
a. Place the message slip in the guests mail and message rack slot
until the guest requests it.
b. Slide the message slip under the door of the guests room.
c. Time-stamp the message slip, place it in an envelope, and deliver it
to the guests room as soon as possible.
d. Time-stamp the message slip, place it in the guests mail and
message rack slot, and switch on any in-room message indicators.
17. After checking in to room 208 shortly before 2 P.M., Ms. Roberts reported
to the front desk an annoying faucet leak in her room. At 8 P.M. that
evening, Julia, one of the front desk agents, called Ms. Roberts to confirm
that the faucet was fixed and to ask if there was anything else the hotel
could do to make her stay more comfortable. The call to Ms. Roberts was
prompted by Julias review of the front desks:
a. reader board.
d. arrival list.
18. At check-in, Mr. Stubbs asked for directions to the nearest automatic teller
machine. To help Mr. Stubbs, the front desk agent would refer to the front
desks:
a. reader board.
c. log book.
d. group rsum book.
19. The City Center Hotel is hosting the regional conference of a mechanical
engineers association. Several late arrivals attending the conference
inquired at the front desk about that evenings off-site entertainment
function. Front desk agents would find the information recorded in the:
a. reader board.
c. log book.
d. group rsum book.
156
20. Janet, the new front office manager at the Crystal Center Hotel, needed
an overview of the recurring problems, issues, and activities at the front
desk in relation to guest services. The general manager suggested that
part of her orientation should be to carefully review the front desks:
a. reader board.
d. arrival list.
21. Joe Gontram, the sales manager of a mid-service suburban hotel,

regularly visits competing hotels in the area to discover which groups they
are hosting and what functions are being held at them. Joe would be able
to unobtrusively gather this information from each hotels:
a. reader board.
b. information directory
c. log book.
d. group rsum book.
22. Which of the following is a recommended procedure for handling a guest

complaint?
a. Give the guest your undivided attention.
b. Tell the guest what can be done, offering choices for resolution.
c. Suggest that the problem is not as serious as the guest believes.
d. a and b
23. Adele called the front desk to complain that the air conditioning in her
guestroom was not working. This is an example of a(n) __________
complaint.
a. service-related
b. attitudinal
c. mechanical
d. unusual
24. How should hotel personnel regard guest complaints?

a. Every complaint should be welcomed as an opportunity to enhance
guest relations.
b. Complaints should be viewed as inconvenient interruptions to the
work routine.
c. Complaints should be ignored, if possible.
d. Guest complaints should not be taken seriously unless the guest is
angry.
157
25. At the Safe Way Hotel, each room attendant is issued one electronic key
that is coded to provide access to the rooms he/she is assigned to clean for
that day. These keys are called:
a. floor keys.
b. section masters.
c. building masters.
d. E-keys.
26. The general manager of a large, mid-market hotel wants to hire off-duty
police officers as part-time security staff. Which of the following statements
about off-duty police officers is false?
a. They may be better able to identify known criminals.
b. They are oriented more toward crime prevention than the
apprehension of criminals.
c. They may have superior training in dealing with emergencies
d. They might be fatigued after already working a full duty shift.
27. A hotels contract security company should be responsible for supervising:

a. the hotels in-house security team.
b. the hotels security director.
c. contract security employees.
d. off-duty police officers working as security officers for the hotel.
28. Which of the following is an appropriate action for a hotels in-house

security officer?
a. asking questions following an incident
b. use of deadly force
c. search of a guests room for evidence
d. detaining all suspects involved in an incident
29. Which should not be done by an FO in case the customer decided to
cancel his reservation?
a. Assign the cancellation number to the caller and provide the caller
the number
b. If the guest is guaranteed, remind to keep the cancellation number
as proof for future claims
c. Clear all traces of customers reservation from the computerized
record system
d. Ask caller for future reservation
c. Excuse me, Ill be right back
d. Please excuse me for a moment, Ill be right back
158
B. Matching Type
Direction: Match the definitions in Column A with its corresponding key
terms in Column B. Write the letters on your answers sheet.
Column A Column B
1. It determines pre-defined reservations
arrangement as set by the hotel. a. Property Management
System (PMS)
2. It is an agreement where hotel accepts
prepayment from the guest and holds the room b. Reserved by
whether the guest arrives in the hotel or not.
c. Registration
3. It is the databank of collected revenue
d. Arrival
generating and non-revenue generating activities
of guest in the hotel. e. Guaranteed Reservation
4. This is where the name of the caller and his/her f. Advance Deposit
telephone number is written
g. Nights
5. This describe how the booking was made such
as through, telephone, fax, e-mail, CRS, Front Office. h. Reservation Type
6. A term used to refer a procedure utilized by a i. Channel

hotel upon the arrival of a guest to confirm his/her
stay at the hotel j. No Post
7.The deposit received is written in this field, k. Amount

whether cash or credit.
8. This refer to the partial payments made by the

guest for his entire stay
9. It is use if the guest is on cash basis.
10. It indicates the number of nights that the guest

will be staying in the hotel.
159
C. Word Puzzle
Direction: There are 13 hidden words related to the Front Office Services
in this puzzle. Be able to find and mark atleast 10 items then write it on the
space provided below.
A R R I V A L D A T E D H C M
P D E P A R T U R E U R Y H F
K F S M D U P R C H A N N E L
C R E D I T C A R D U K F C R
A F R K S F K V U H G U P K E
N M V M C M P A E D R M B O G
C H A R O D W I K H E F S U I
E W T M U R E L R F E S R T S
L F I D N F P A K D T M F P T
L H O W T U H B F H I P S E R
A Y N M D F E I R K N W B U A
T F S P W P Y L P B G U E S T
I P F U F B R I S W S B R B I
O R D R O O M T Y P E U W P O
N Y P H D W P Y R M H P K E N
Hidden Words
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
160
Synthesis
Courteous assistance and personalized accommodation is the most
rewarding service that hotel staffs can offer to their clients. Filipinos are
naturedly hospitable and cheerful. It is in our culture to always extent helps to
elderly and in need. For this reason, it is easy for many of us to incorporate
the acquired kindness in the everyday responsibilities at the workplace.
The goal of the hospitality industry is more than providing quality service,
but to create positive impact on the lives of the clients by means of teaching
them about the proper gestures and etiquettes upon entering establishments
and events, appreciating the wonderful experiences that they may remember
as they grow old, recognize and respect people that they encounter in every
endeavor, inspire others about the remarkable engagement and invite them to
feel the same experiences in the hotel.
The task of a front desk officer is to create good hotel impression to the
guests. Therefore, big expectation lies in his hand to motivate guest for
continuous patronage or else break the clients trust to the business
establishment. The guests are the most important persons in the hotel since
the hospitability industry exist because of them. They should receive the
highest regards in terms of greetings and accommodations. Addressing
demands of guests with all the courteousness and respect is required in this
profession. Front desk should be sensitive to the needs of clients whether
being asked or not for as long as the necessity arise. Some unpredictable
situations may be encountered from time to time. During these incidents, the
front desk should know how to answer guests inquiries and manage
complaints. In terms of administrative functions, every task of the front office
should be planned and perform according to hotel standards with all the
accuracy and transparency. Appropriate reports and records should be duly
updated and accomplished in the computerized system. It is an important skill
for front desk officer to know the difference and use of each file of documents
for accuracy in inputting information and preparation of financial reports
especially during the night audit.
As a whole, we should give credit to all the hotel staffs that dedicatedly
perform their responsibilities in order to provide quality service to the guests.
Behind the luxurious amenities and prestigious events of the hotel, are the
people who create good reputation for the industry.
161
GLOSSARY
Account billing means that there is another party involve to finance your
hotel billings such as the credit card company as opposed to the billing
accounts.
Advance deposit refers to partial payment made by the guest for his entire
stay. These usually are estimated first day stay room charges.
Availability means that the room is ready for sell that the guests have the
right to buy it at hotels contracted terms and prices.
Availability board pertains to visual guide for controlling overbooking. It

reflects the true picture of the room availability status for a six-month period.
Cancellation describes the guest action to discontinue his/her reservation.
Concierge services provide guests with directions to attractions, facilities,

services, and activities in or outside the hotel property.
Credit card refers to pre-authorized payment enabling the hotel to block a

certain amount in the credit card as payment of guest.
Daily operations report summarizes the business transactions and

provides insights in revenues, receivables, operating statistics, and cash
transactions.
Direct billing involves generating invoices directly to the guest and not
through credit card company.
Door greeter opens hotel entrance doors for guests, assist in and out their
vehicle and escort at the registration area.
Double occupancy means that two people stay and share in a reserved
room without incurring extra charges.
End of the day pertains to the hotels agreed operating policy on cut-off
time to give way for the night audit.
162
Front desk officer refers to the person in-charge of administering front

desk operations such as concierge services and guest relations.
Guaranteed reservations accept prepayment from the guest and hold the
room whether the guest arrives in the hotel or not.
Guest folio describes the guest ledger where all accounts receivable of the
registered guest is accounted.
High balance report identifies guests whose charges are approaching an

account credit limit.
Housekeeping describes the management of duties and chores that should

be maintained in every hotel room.
Local Tax pertains to surcharge added to the customers bill that is given to
the hotel employee during payroll.
Logbook compiles all important dealings by the hotel management to

promote clear and complete communication among them.
Night audit involves process of reviewing all front office records of the hotel
for accuracy and completeness during late night time or early morning hours.
No show describes a room that is reserved but not in use or the reservation
has been cancelled.
Non-guaranteed reservation holds the room until a specified time. The

hotel has an option to sell the room to another guest after the release.
Occupancy report (night auditors report) contains a summary of hotels

financial activities during the 24 hour period. It also includes room statistics
and occupancy ratio, and observations from the accounting staff.
Overbooking means accepting more reservations than the hotel can fill.
Password pertains to a set of hidden strings of character (in numbers,

letters, or combination) assigned by the computer user to protect his account
from unauthorized user.
Point-of-sale describes a place where all hotel transactions are completed;

wherein the guest at this point, pays his bills for the goods and services
incurred.
163
Prepayment describes a payment made in advance prior to the guest stay.
Property Management System (PMS) refers to a hotel computer system

used in reservation and registration database. It is the databank of collected
revenue generating and non-revenue generating activities of guest in the
hotel.
Reader board enlists all the events and activities occurring in the hotel for
guests information and convenience.
Receipt shows the printed evidence of the customers transaction and

charges from the business establishment.
Registration describes a procedure utilized by a hotel upon arrival of the

guests to confirm their stay.
Reservation refers to the arrangement to secure or record hotel

accommodations in advance.
Room discrepancy report enlist all room statuses that are inconsistent
with housekeeping status and front office status.
Send bill arrangement pertains to bills settlement by a third party involved

in the agreement such as the travel agencies and the guests company.
Value Added Tax (VAT) refers to the 12% tax imposed by the national
government.
Walk-in means that the client processed his reservation in physical

presence.
164
Bibliography
Books
1. Liberal, AE. E. (2007). Appraising and Developing Yourself for an
Entrepreneurial Career. (Eds.) Maghirnf, T., Librando, P., Esguerra,
D., &Recio, D.In Introduction to Entrepreneurship. Quezon City: Small
Enterprises Research and Development Foundation, Inc. in
cooperation with UP-ISSI. pp: 41-46.
2. Michael I. Kasavana and Richard M. Brooks (2009). Managing Front
Office Operation. American Hotel and Lodging Association,
Educational Institute; 8th Edition.
3. Chucky Y. Gee (1996). Resort Development and Management.

Educational Institute of the American Hotel and Motel Association; 2 nd
Edition.
4. Sue Baker, Pam Bradley and Jeremy Huyton (2001). Principle of

Hotel Front Office Operations. Cengage Learning EMEA; 2nd Edition.
5. Ahmed Ismail (2001). Front Office Operations and Management.
Cengage Learning; 1st edition
6. Rocco M. Angelo and Andrew N. Vladimir (1991). Hospitality Today.

Educational Institute of the American Hotel and Motel Association.
7. Robert H. Wood (2008). Professional Front Office Management.
Pearson Education.
8. Caitlin Mowbray(2006). Provide Accommodation Reception

Services. South Australia: ESP Production House.
9. Gary K. Vallen and Jerome J. Vallen (2012).Check-in, Check-out:

Managing Hotel Operation. Pearson Education.
10. Peter O. Connor (2004). Using Computers in Hospitality. Cengage

Learning EMEA; 3rd Edition.
11. William Angliss College (2004). Front Office Operations: Receiving

and Processing Reservations. William Angliss Institute of TAFE.
12. Amelia Samsom Roldan (1999).Operating and Managing a Hotel

and Restaurant Business. Paranaque, Metro Manila: AR Skills
Development and Management Services. ISBN 9719213701
165
Electronic Resources:
1. www.tourism.bilkent.edu.tr/~jamel/Foo/52148-Chapter%209.doc
About the Night Audit
2. http://training.gov.au/TrainingComponentFiles/SIT12/SITXCCS302_R1
.pdf
Club Membership
3. http://training.gov.au/Training/Details/SITXCCS004A
Club Monitoring
4. http://people.howstuffworks.com/concierge.htm
Concierge Service
5. https://encryptedtbn0.gstatic.com/images?q=tbn:ANd9GcQAiX7kfmw5
BlKZlPMcuGTUwBl9FDriV6ZwDEp6d3_oLdpPFIbpMw
Trolley/Hand Cart
166
Key to Correction
Diagnostic Assessment
A. Multiple Choice B. Matching Type

1. d 11. c 1. h
2. a 12. a 2. e
3. b 13. a 3. a
4. a 14. c 4. b
5. c 15. d 5. i
6. a 16. b 6. c
7. c 17. c 7. k
8. c 18. d 8. f
9. c 19. b 9. j
10. b 20. b 10. G
C. Word Puzzle
A R R I V A L D A T E C
D E P A R T U R E H
S D C H A N N E L
C R E D I T C A R D C R
A R S V G K E
N V C A R O G
C A O I E U I
E T U L E T S
L I N A T T
L O T B I R
A N I N A
T L G U E S T
I I S I
O R O O M T Y P E O
N Y N
167
D. Quick Writes

1. Arrival Time September 25
2. Departure September 27
3. Night/s 2
4. Room Type Superior De Luxe Room
5. Room Number 034
6. Price Rate $600.00
7. Reservation Type Guaranteed
8. Time 1:00 12:00 noon
9. Amount $300.00
10. Reserved by Mr. Baron
Quarter I
Pre-Test/Post-Test 1 Lesson 1.1 Lesson 1.2 Lesson 1.3

A. Multiple Choice A. Multiple Choice A. Multiple Choice A. Sequencing
1. b 11. a 1. b 1. d 1. 3
2. c 12. b 2. d 2. h 2. 8
3. d 13. c 3. c 3. a 3. 10
4. c 14. d 4. d 4. f 4. 5
5. b 15. a 5. c 5. b 5. 4
6. d 16. b 6. k 6. 1
7. c 17. d B. True or False 7. c 7. 6
8. a 18. a 1. false 8. i 8. 2
9. c 19. b 2. true 9. e 9. 7
10. b 20. a 3. false 10. j 10. 9
4. true
5. true
6. false
7. false
8. true
9. true
10. true
168
Lesson 1.4
Agent: Thank you for calling Grand Delights Hotel. This is the Reservation
Section, Jun
Vasquez speaking.
Guest:: This is Johnny Tamayo of Rosario, Northern Samar. I am going to

Manila and I
need a room at your hotel.
Agent: How many are you in your party? (or other similar answer)
Guest: I am alone
Agent: Are you part of business group?
Guest: No. But I have a flyer discount
Agent: What date will you be arriving Mr. Tamayo?
Guest: On November 6
Agent: How many nights do you plan to stay?
Guest: 5 nights
(The agent check the control book on computer file, a corner suite room is
available.)
Agent: Would you care to reserve corner suite Mr. Tamayo?
Guest: Yes, I think I would like that.
Agent: May I have the spelling of your first and last name, your phone number
and home
address?
Guest: J-O-H-N-N-YT-A-M-A-Y-O. My phone number is 046-66-79, area

code 466.
Address is Rosario, Northern Samar
Agent: May I have your flyer discount certificate number?
Guest: Thats B13744
169
Agent: What time do you expect to arrive on the 6th of November, Mr.
Tamayo?
Guest: I expect to be there at 11 pm.
Agent: Would you like to make a guarantee to your reservation, Mr. Tamayo?
This will ensures that your room will be held after our 6 pm cancellation
hour.
You may arrive any time that evening and room will be waiting for you.
Guest: Yes
Agent: Do you have any question or special request?
Guest: I think that will be all.
Lesson 2.2
A. Multiple Choice
1. a
2. c
3. b
4. d
5. b
170
Quarter II
Pre-Test/Post-Test 2 Lesson 1.2

A. Multiple Choice A. Word Puzzle
1. c 11.
c R L P Y
2. c 12. E S A R C
a G T R E N
3. b 13.
c N I E O R A
4. d 14. I S A O E E P
C T T R M T G F U
5. b 15. B E R R A I A C
a
6. b 16. E O I A A R S M C
d E R L O V T P T I O
7. a 17. T G M L A E I U N R L E
c A K M L O A Y L
8. a 18.
d R E A S R N T R B
9. d 19. Y N H G I A U
b A O O T O
10. d 20. D W A L K I N N E D
c
Lesson 1.3
A. Sequencing
1. 5
2. 9
3. 7
4. 10
5. 2
6. 8
7. 4
8. 1
9. 3
10. 6
171
Quarter III
Pre-Test 3
A. Multiple Choice B. Word Puzzle
1. d
A A
2. c
3. c C L U B S C F
4. d O D R C O
5. b M I E O L
6. b
P T C G U I
7. c
8. d L O O U N O
9. c A R R E P O R T S
10. b I D S S
N I G H T A U D I T
T B I L L I N G S
Quarter IV
Pre-Test 4 Lesson 1.1 Lesson 1.2

A. True or False B. Sequencing B. Sequencing A. True or False
1. 2 1. 4 1. false
1. 6. 2. 6 2. 1 2. true
3. 1 3. 10 3. true
2. 7. 4. 8 4. 7 4. false
5. 4 5. 2 5. true
3. 8. 6. 9 6. 6 6. false
7. 7 7. 3 7. false
4. 9. 8. 10 8. 8 8. true
9. 5 9. 9 9. true
5. 10. 10. 3 10. 5 10. false
Lesson 1.3
A. Classification
Door Greeter Concierge Bellman
C A B
E F D
H G I
L J K
N M
O
172
Summative Test
A. Multiple Choice
1. d 11. d 21. a
2. b 12. d 22. d
3. c 13. a 23. c
4. a 14. a 24. a
5. b 15. b 25. d
6. a 16. c 26. d
7. b 17. c 27. a
8. c 18. b 28. a
9. d 19. a 29. c
10. d 20. c 30. d
B. Matching Type
1. h
2. e
3. a
4. b
5. i
6. c
7. k
8. f
9. j
10. g
C. Word Puzzle
A R R I V A L D A T E C
D E P A R T U R E H
S D C H A N N E L
C R E D I T C A R D C R
A R S V G K E
N V C A R O G
C A O I E U I
E T U L E T S
L I N A T T
L O T B I R
A N I N A
T L G U E S T
I I S I
O R O O M T Y P E O
N Y N
173
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LM-Front Office Grade 9

K to 12 Basic Education Program

TECHNOLOGY AND LIVELIHOOD EDUCATION

Specialization Course for Grade 9

Enjoy using this module as your guide in attaining the National

Summary Test... 137

In this course, varied and relevant activities and opportunities are

This module is specifically crafted to focus on the different activities

So, explore and experience the K to 12 TLE modules and be a step

After finishing all the activities in this module, expect job

The learners demonstrates understanding of the concepts and theories

The learner independently demonstrates competencies in Front Office

This module is dedicated for learners who aspire to improve their

Generally, learners are expected to become proficient in performing

1. assess their Personal Entrepreneurial Competencies (PECs)

Are you ready now to explore and learn the fundamentals

Keep reading and enjoy!

At the start of your journey in learning Front Office Services the

Personal Entrepreneurial Competencies

Assess your Personal Entrepreneurial Competencies by answering the

Personal Entrepreneurial Competencies (PECs) Self-rating Questionnaire

______27.I weigh my chances of succeeding or failing before I decide to do something.

______33.In the past, I have had failures.

PECs Scoring Sheet

Rating of Statements Score PECs

The PECs Scoring Sheet with Correction Factor

The Correction Factor is used to provide a more accurate assessment

Subtract the following

Correct each PECs score before using the Profile Sheet

Corrected Score Sheet

Personal Entrepreneurial Competencies (PECs) Profile Sheet

Transfer the corrected PECs score to the profile sheet by marking an

SAMPLE PECs PROFILE

Persuasion & networking X

Business Environment and Market

The study of the business environment in a particular location has far-

The business environment consists of both the tangible and intangible

Natural & Physical Demography

Natural and Physical Environment. This concerns the physical location

There is also a phenomenon referred to as clustering, where a

Demography. This pertains to the number of people living in the area,

Culture. Culture or sub-culture, being the totality of the way of life,

Changes in the lifestyle, which is brought about by changes in the

Government Regulations. The laws and policies of the national and

assistance in product labeling and packaging of products. In addition,

Economy.This pertains to the management of resources and study of

Technology. Technological changes are inventions based on the

At this point, it must be quite clear why an environment scanning of an

Spotting and Identifying Business Opportunities

Spotting business opportunities is one of the most essential aspects of

The first step in identifying a good business opportunity is to look for

1. Personal hobbies and interests

Once you have generated a number of business opportunities and

Consider the following criteria:

Table 1 SWOT Analysis

1. One of the most important telephone etiquettes that an FO should practice

2.How should hotel personnel regards guest complaints?

3. What type of reservation is being described in the statements below?

6. Which of the following is an appropriate action for a hotels in-house

12. These are things to remember when leaving messages through

15. This classifies if a booking is from a local or international agent or

17. Which should not be done by an FO in case the customer decided to