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FRONT OFFICE
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LM-Front Office Grade 9
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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LM-Front Office Grade 9
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.
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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
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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.
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.
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Content Standard
Performance Standards
Learning Objectives
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CONCEPT REVIEW
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.
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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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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.
LM-Front Office Grade 9
Rating
______26.It bothers me when my time is wasted.
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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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.
+ + - + + 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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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
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
Culture
Government
YOUR Sub-culture,
Regulations
BUSINESS Race, Emotional
Policies
environment
Economy
National Technology
International Trend
- Competitors Production
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The key word to have in mind when scanning the physical environment
is the visibility of your intended store to the potential clients.
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Idea Generation
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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.
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.
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
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
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.
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
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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
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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
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
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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
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
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D. Quick Writes
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.
10. Reserved by
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Pre Test 1
A. MULTPLE CHOICE
Direction: Read the statement carefully and write the letter of your
choice in your answer sheet.
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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.
Lesson 1.1
Receive Reservation Request
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Objectives
At the end of this lesson, you are expected to:
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.
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When answering calls ensure that your callers are aware of the
following:
Telephone Etiquette
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?
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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.
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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.
Tip: Always treat every caller with the utmost courtesy and
respect by giving him/her your undivided attention
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?
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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.
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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.
2. Advance deposits are partial payments made by the guest for his
entire stay. These usually are estimated first day stay room charges.
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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.
No Show
The "No Show" means that the room is reserved but not in use or the
reservation has been canceled.
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A. MULTIPLE CHOICE
Directions: Read the statement below and choose the letter of the
correct answer. Write your answer on a separate sheet.
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B. TRUE OR FALSE
Direction: Write True if the statement about proper telephone
etiquettes is correct, else write False if it is wrong.
2. Jot down the items you want to discuss and questions you want
answer during the telephone inquiry.
5. Build the habit of always turning off your cell phone ringer when
entering a meeting.
7. Think through exactly what you plan to say and discuss after you place
a call.
9. Always treat every caller with utmost courtesy and respect by giving
him/her your undivided attention.
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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
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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.
Initial of Teacher
PERFORMANCE CRITERIA
Yes No
Acknowledge customer making a reservation using
property standards
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Lesson 1.2
Record Details of Reservation
Objectives
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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.
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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?
7. Company affiliation
Do you have any company affiliation Mr. Smith?
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.
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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?
Input callers details in the reservation system which includes the mode
and process of payment for product and services.
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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 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.
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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.
Processing a Reservation
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19. Type and This shows the guests type of membership and
Member No. number.
25. Arrival and The arrival and departure flight details are inputted
Departure Flight here.
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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
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.
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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.
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?
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Lesson 1.3
Update Reservation
Objectives
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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.
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3. Provide a copy to the travel agent and file the copy for statistics and
archive purpose.
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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.
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.
LEVEL OF PERFORMANCE
DID YOU: NA NO PARTIAL FULL
Payments of the reservation is accurately
recorded or updated in accordance with property
standards.
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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
D. ACTUAL DEMONSTRATION
Teacher initials
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PERFORMANCE CRITERIA
Yes No N/A
1. Payments of the reservation is accurately recorded
or updated in accordance with property standards?
Lesson 1.4
Advice Others on Reservation Details
Objectives
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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.
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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: I am alone
_____________________________________________________________
Guest: On November 6
______________________________________________________________
Guest: 5 nights
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(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)
______________________________________________________________
______________________________________________________________
Agent: (Asking for the expected time of arrival on the requested date)
______________________________________________________________
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
______________________________________________________________
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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.
LEVEL OF PERFORMANCE
DID YOU NA NO PARTIAL FULL
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
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D. ACTUAL DEMONSTRATION
Teacher initials
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Quarter I - Lesson 2
OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)
Lesson 2.1
Access and Manipulate Reservation System
Objectives
Here are the step by step procedures on how to use the reservation system
Establishing availability:
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.
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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:
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.
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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.
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.
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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. ________________________________________________
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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
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?
D. ACTUAL DEMONSTRATION
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.
4 - Can perform parts of this skill
satisfactorily, but requires considerable
assistance and/or supervision.
Teacher initials
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Post Test I
A. Multiple Choice
Direction: Read the statement carefully and write the letter of
your choice in your answer sheet.
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
you cant hear anything
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
3. 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
4. These are the things to remember when leaving messages through
telephone except
a. Speak clearly and slowly
b. Use broken phrases, slang or idiom
c. Always leave your return telephone number
d. Give all the information needed.
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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?
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
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
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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
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
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
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6. 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
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.
d. All of the above statements are correct.
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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
a. Guest reservation c. Departure
b. Arrival d. Future reservation
13. When does front office staff confirm reservation information and
provide general hotel information
a. Reservation c. Arrival
b. Registration 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
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
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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
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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
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Here are some of the ways on how you can serve customers
better as a Front Desk officer.
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8. Keep your work station clean and Throw away useless papers and
tidy check for the functionality of your
equipment.
10. Print arrival list At the end of the day, print arrival
list due on the following day.
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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
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.
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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
B. ACTUAL DEMONSTRATION
Lesson 1.2
Welcome and Register Guest
Objectives
At the end of this lesson, you are expected to:
Hello..Good
morning Sir!
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Registration
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.
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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.
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.
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.
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Check-In Procedure
Upon arrival of guest in the hotel, the Front Desk Officer must do the
following:
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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
Escorting a Guest
Bellman explains room features Bellman leaves the guest room and
and inquires about any guest bids guest goodbye.
needs
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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
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
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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.
LEVEL OF PERFORMANCE
DID YOU: NA NO PARTIAL FULL
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?
C. ACTUAL DEMONSTRATION
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Lesson 1.3
Organize Guest Departure
Objectives
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A. SEQUENCING
Direction: Arrange the following procedures on organizing guest
departure. Write the corresponding number on your answer sheet.
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.
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C. ACTUAL DEMONSTRATION
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Post Test 2
B. 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
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6. 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
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.
d. All of the above statements are correct.
11. When does desk clerk files folio related documents for night audit?
a. Guest reservation c. Departure
b. Arrival d. Future reservation
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12. When does front office staff checks for availability using reservation
system
a. Guest reservation c. Departure
b. Arrival d. Future reservation
13. When does front office staff confirm reservation information and
provide general hotel information
a. Reservation c. Arrival
b. Registration 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
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
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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
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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?
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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
9. 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.
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
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
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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.
Lesson 1.1
Monitor Financial Transactions
Objectives
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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 role or job description of a night auditor would be likened to this answer:
Preapares a daily summary of cash, check, credit card, debit card, gift
certificate, and other activities that occured at the front desk.
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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.
3.5 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.
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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.
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.
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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.
A. QUICK WRITES
Direction: On your own understanding, briefly explain
the following questions on your answer sheet.
3. How do you think the night audit will affect the operating
procedures of the hotel?
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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.
LEVEL OF PERFORMANCE
DID YOU: NA NO PARTIAL FULL
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
C. ACTUAL DEMONSTRATION
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Lesson 1.2
Completing Routine Records and Reports
Objectives
Operating Modes:
1. Non-automated system: under this very system, 4 forms are widely used,
which are:
2. Semi-automated system:
3. Fully-automated system:
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.
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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
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3. Night Audit -
________________________________________________________
________________________________________________________
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 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
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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.
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
D. ACTUAL DEMONSTRATION
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Lesson 2.1
Provide Information on Club Services
and Process Memberships
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Objectives
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
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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.
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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
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
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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.
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
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D. ACTUAL DEMONSTRATION
Lesson 2.2
Monitor Entry to Club
Objectives:
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Here are some of the ways on how to satisfactorily offer and monitor club
reception services in the hotel:
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.
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The required skills and knowledge that a front desk officer should
possess in order to facilitate these responsibilities are:
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.
__________ __________
__ __
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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.
C. ACTUAL DEMONSTRATION
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Post - Test 3
A. MULTPLE CHOICE
Directions. Read the statement carefully and write the letter of
your choice in your answer sheet.
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
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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
9. 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.
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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
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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.
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.
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.
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B. SEQUENCING
Direction: Arrange the following steps on how to escort
guests to his room. Write the corresponding sequence number on the space
provided.
________ 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.
________ 5. Take the guest to the elevator and explain how to access the guest
room floor.
________ 9. Escort the guest from the guest room floor to their room.
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Quarter IV Lesson 1
PROVIDE PORTER SERVICES (PS)
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
Handle Guest Arrivals and Departure
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Objectives
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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.
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A. ENUMERATION
Direction: List down the important steps to be
undertaken upon welcoming guest in the hotel.
1. _____________________________________________________
2. _____________________________________________________
3. _____________________________________________________
4. _____________________________________________________
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. Take the guest to the elevator and explain how to access the guest
room floor.
________ 2. Greet the guest when the front desk introduces you.
________ 6. Enter guest room and show him how to use their key cards and
locks.
________ 10. Escort the guest from the guest room floor to their room.
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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
D. 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 with
the following initiative and adaptability to problem situations.
critical task and 3 - Can perform this skill satisfactorily without
performance assistance or supervision.
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.
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PERFORMANCE CRITERIA
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
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Materials needed
Property Management System
Luggage
Birdcage/trolley
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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.
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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.
2. Handle luggage and other articles safely with care.
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
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
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
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C. ACTUAL DEMONSTRATION
OVERALL EVALUATION
Directions: Level
Achieved PERFORMANCE LEVELS
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
critical task and 3 - Can perform this skill satisfactorily without
performance assistance or supervision.
criteria below
2 - Can perform this skill satisfactorily but
requires some assistance and/or supervision.
PERFORMANCE CRITERIA
Yes No N/A
Can the Candidate do the following:
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Lesson 1.3
Respond to Request for Concierge Services
Objectives
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Concierge
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.
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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.
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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
C. ACTUAL DEMONTRATION
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Quarter IV - Lesson 2
PERFORMING CASHIER TASK
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 2.1
Prepare Guest Folio
Objectives
At the end of the lesson, you are expected to:
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
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LEVEL OF PERFORMANCE
DID YOU: NA NO PARTIAL FULL
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?
B. ACTUAL DEMONSTRATION
OVERALL EVALUATION
Directions: Level
Achieved PERFORMANCE LEVELS
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.
1 - Can perform parts of this skill satisfactorily, but
You will be rated requires considerable assistance and/or
based on the overall supervision.
evaluation on the
right side. Instructor will initial level achieved.
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Lesson 2.2
Collect Cash, Cash Equivalents or Non-Cash
Transactions and Process Receipts and Payments
Objectives
At the end of the lesson, you are expected to:
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.
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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.
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.
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A. 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
1. Performed balancing of cash transactions against
cashier journal
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B. ACTUAL DEMONSTRATION
PERFORMANCE CRITERIA
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
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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.
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.
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.
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B. SEQUENCING
Direction: Arrange the following steps on how to escort
guests to his room. Write the corresponding sequence number on the space
provided.
________ 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.
________ 5. Take the guest to the elevator and explain how to access the guest
room floor.
________ 9. Escort the guest from the guest room floor to their room.
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Summative Test
MULTIPLE CHOICE
Directions: Read the statement below and choose the letter of
the correct answer. Write your answer on a separate sheet.
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
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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
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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
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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.
b. information directory.
c. transaction file.
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.
b. information directory.
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.
b. information directory.
c. log book.
d. group rsum book.
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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.
b. information directory.
c. transaction file.
d. arrival list.
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
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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.
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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
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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
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
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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.
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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.
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.
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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.
Local Tax pertains to surcharge added to the customers bill that is given to
the hotel employee during payroll.
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.
Overbooking means accepting more reservations than the hotel can fill.
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Reader board enlists all the events and activities occurring in the hotel for
guests information and convenience.
Room discrepancy report enlist all room statuses that are inconsistent
with housekeeping status and front office status.
Value Added Tax (VAT) refers to the 12% tax imposed by the national
government.
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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.
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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
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Key to Correction
Diagnostic Assessment
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
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D. Quick Writes
Quarter I
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Lesson 1.4
Agent: Thank you for calling Grand Delights Hotel. This is the Reservation
Section, Jun
Vasquez speaking.
Agent: How many are you in your party? (or other similar answer)
Guest: I am alone
Guest: On November 6
Guest: 5 nights
(The agent check the control book on computer file, a corner suite room is
available.)
Agent: May I have the spelling of your first and last name, your phone number
and home
address?
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Agent: What time do you expect to arrive on the 6th of November, Mr.
Tamayo?
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
Lesson 2.2
A. Multiple Choice
1. a
2. c
3. b
4. d
5. b
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Quarter II
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
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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
Lesson 1.3
A. Classification
Door Greeter Concierge Bellman
C A B
E F D
H G I
L J K
N M
O
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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
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LM-Front Office Grade 9
richardrrr.blogspot.com
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