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Document No.
Date Developed: Issued by:
October 2019
Front Office Page i of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
Sample Data Gathering Instrument for Trainee’s
Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 2 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
Characteristics of learners
b. Female
Age Your age: 23 y/o
Physical ability 1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
a. Certificate of Training
Previous
experience with Please specify: _________________________
the topic
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 4 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
FORM 1.1 SELF-ASSESSMENT CHECK
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 5 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
COMMON COMPETENCIES
CAN I…? YE NO
S
1. Develop and update industry knowledge
1.1 Seek information on the industry
1.2 Update industry knowledge
1.3 Develop and update local knowledge
1.4 Promote products and services to customers
2. Observe workplace hygiene procedures
2.1 Follow hygiene procedures
2.2 Identify and prevent hygiene risks
3. Perform computer operations
3.1 Plan and prepare for task to be undertaken
3.2 Input data into computer
3.3 Access information using computer
3.4 Produce/output data using computer system
3.5 Maintain computer equipment and systems
4. Perform workplace and safety practices
4.1 Follow workplace procedures for health, safety
and security practices
4.2 Perform child protection duties relevant to the
tourism industry
4.3 Observe and monitor people
4.4 Deal with emergency situations
4.5 Maintain safe personal presentation standards
4.6 Maintain a safe and secure workplace
5. Provide effective customer service
5.1 Greet customer
5.2 Identify customer need
5.3 Deliver service to customer
5.4 Handle queries through use of common business
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 6 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
COMMON COMPETENCIES
CAN I…? YE NO
S
tools and technology
5.5 Handle complaints/conflict situations,
evaluation and recommendations
CORE COMPETENCIES
CAN I…? YE NO
S
1. Receive and process reservations
1.1 Receive reservation request
1.2 Record details of reservation
1.3 Update reservations
1.4 Advise others on reservation details
2. Operate computerized reservations system
2.1 Computerize reservation system is operated
based on property standards.
2.2 Create and process reservations
2.3 Send and receive reservation communications
3. Provide accommodation reception services
3.1 Prepare reception area for guest arrival
3.2 Welcome and register guests
3.3 Computerize reservation system is operated
3.4 Perform “During Stay” functions
3.5 Organize guest departure
3.6 Prepare front office records and reports
4. Conduct night audit
4.1 Process internal financial transactions
4.2 Complete routine records and reports
5. Provide club reception services
5.1 Provide information on club services and process
memberships
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 7 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
CORE COMPETENCIES
CAN I…? YE NO
S
5.2 Monitor entry to club
6. Provide concierge and bell services
6.1 Handle guest arrivals and departures
6.2 Handle guest luggage
6.3 Respond to request for concierge services
6.3 Manage intoxicated persons
7. Provide cashiering services
7.1 Prepare guest folio
7.2 Collect cash, cash equivalents or noncash
transactions
7.3 Process receipts and payments
7.4 Reconcile financial transactions at the end of the
shift.
Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 8 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
Evidences/Proof of Current Competencies (Sample)
Current
Proof/Evidence Means of validating
competencies
BASIC COMPETENCIES
1.Participate in workplace communication
1.1 Obtain and
convey workplace
information
1.2 Speak English
at a basic
operational level
1.3 Participate in
workplace
meetings and
discussions
1.4 Complete
relevant work
related documents
2.
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 9 of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
Document No.
Date Developed: Issued by:
October 2019
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Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Document No.
Date Developed: Issued by:
October 2019
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Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Document No.
Date Developed: Issued by:
October 2019
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Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Document No.
Date Developed: Issued by:
October 2019
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Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 14 of
Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 15 of
Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Identifying Training Gaps
3.
4.
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 16 of
Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
2.
3.
4.
5.
Document No.
Date Developed: Issued by:
October 2019
Front Office Page 17 of
Services NC II Developed by: vii
Latifah L. Emam
Revision # 01
In template form, the session plan will look like this.
SESSION PLAN
Sector :
Qualification Title :
Unit of Competency :
Module Title :
Learning Outcomes:
A. INTRODUCTION
B. LEARNING ACTIVITIES
LO 1:
Learning Content Methods Presentation Practice Feedback Resources Time
LO 2:
C. ASSESSMENT PLAN
Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
References/Further Reading
Self Check
Information Sheet
Learning Experiences
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
In our efforts to standardize CBLM,
the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.
List of Competencies
1.
2.
3.
4.
5.
6.
UNIT OF COMPETENCY
MODULE TITLE
MODULE DESCRIPTOR:
NOMINAL DURATION:
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1.
2.
3.
4.
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.
Contents:
1.
2.
3.
4.
5.
Assessment Criteria
1.
2.
3.
4.
Conditions
1.
2.
3.
Assessment Method:
1.
2.
3.
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1.
2.
(Introductory Paragraph)
(Body)
1.
2.
3.
4.
Supplies/Materials :
Equipment :
Steps/Procedure:
1.
2.
3.
4.
Assessment Method:
CRITERIA
YES NO
Did you….
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Supplies/Materials :
Equipment :
Steps/Procedure:
5.
6.
7.
8.
Assessment Method:
CRITERIA
YES NO
Did you….
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Competency
standard:
Unit of
competency:
Ways in which evidence will be collected:
Portfolio
Written
The evidence must show that the trainee…
NOTE: *Critical aspects of competency
# of
Objectives/Content
Knowledge Comprehension Application items/
area/Topics
% of test
TOTAL
Qualification
Unit of Competency
General Instruction:
Specific Instruction:
Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.