11

Front Office
Services
Quarter 1 – Module 1:
Receive and Process
Reservations
Front Office Services – Grade 11
Alternative Delivery Mode
Quarter 1 – Module 1: Receive and Process Reservations
First Edition, 2020

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Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

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 11

Front Office
Services
Quarter 1 – Module 1:
Receive and Process
Reservations
Introductory Message
For the facilitator:

Welcome to the Front Office Services – Grade 11 Alternative Delivery Mode

(ADM) Module on Receive and Process Reservations!

This module was collaboratively designed, developed and reviewed by educators

both from public and private institutions to assist you, the teacher or facilitator in
helping the learners meet the standards set by the K to 12 Curriculum while
overcoming their personal, social, and economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration
their needs and circumstances.

In addition to the material in the main text, you will also see this box in the body of
the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to
manage their own learning. Furthermore, you are expected to encourage and assist
the learners as they do the tasks included in the module.

2
For the learner:

Welcome to the Front Office Services Alternative Delivery Mode (ADM) Module on
Receive and Process Reservations!

The hand is one of the most symbolized part of the human body. It is often used to
depict skill, action and purpose. Through our hands we may learn, create and
accomplish. Hence, the hand in this learning resource signifies that you as a
learner is capable and empowered to successfully achieve the relevant
competencies and skills at your own pace and time. Your academic success lies in
your own hands!

This module was designed to provide you with fun and meaningful opportunities
for guided and independent learning at your own pace and time. You will be
enabled to process the contents of the learning resource while being an active
learner.

This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of

the lesson. This aims to help you discover
and understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled in to
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 process what you learned from the lesson.

What I Can Do This section provides an activity which will

help you transfer your new knowledge or
skill into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of
the lesson learned. This also tends retention
of learned concepts.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of
the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.

We hope that through this material, you will experience meaningful learning
and gain deep understanding of the relevant competencies. You can do it!

4
 What I Need to Know

This module with the learning competencies discusses and explains effective
telephone standards with appropriate concepts on reservations process for tourism
or hospitality product or services offered for sale through agents or direct to the
clients. It also details the Property Management System (PMS) which compiles the
activities and dealings of guests to the hotel. Telephone verbiage will give learners
the effective understanding in following standards upon taking reservations.

The module is divided into four lessons, namely:

 Lesson 1 – Receive reservation request
 Lesson 2 – Record details of reservation
 Lesson 3 – Update reservations
 Lesson 4 – Advise others on reservation details

After going through this module, you are expected to:

1. Determine for and advise customer of the availability of the reservation
2. Offer alternatives, including waitlist options, if requested booking is not
available
3. Respond to inquiries regarding rates and other product features according
to established procedures
4. Record complete customer details accurately against his/her booking in a
manner that ensures correct interpretation by others who may access the
reservation details.
5. Confirm all booking details with the customer and ensure that s/he
understands and agrees to all items
6. File reservations in a manner that ensures easy access by others and in
accordance with established procedures
7. Prepare and issue documents and other materials to the customer in
accordance with requirements of the specific reservation
8. Update financial status of the reservation accurately
9. Receive, process, and record amendments or cancellations of reservations
in accordance with customer request and established procedures
10. Communicate general and specific customer requirements and
reservation details to appropriate departments and colleagues
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 11. Compile and provide accurate and relevant reservation statistics to
concerned people or departments

What I Know

Choose the letter of the best answer. Write the chosen letter on a separate sheet of
paper.

1. How many rings before you answer the telephone?

a. 2
b. 3
c. 4
d. 5

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, front Office department, Sally Santos speaking

3. 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.

4.What will you say to the person, if you must interrupt the conversation?
a. I’ll be right back
b. Please excuse me, I’ll be right back
c. Please excuse me for a moment, I’ll be right back
d. Excuse me, I’ll be right back
5. 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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 Lesson

1 Receive Reservation Request

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.

What’s In

The Phone is ringing… What should I do?

Imagine yourself being in the office where all people are

busy doing their daily tasks, and then suddenly the
telephone near you rings and someone approach you to
answer the call. What should you do?

Notes to the Teacher

Always remember these in answering calls.
1. The greeting must be clear
2. The telephone must be answered within three rings.
3. State the name of the guest since this will appear in the telephone
console
Example: The accounting department. Good afternoon! This is Sally,
how may I help you Mr. Harold?

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 What’s New

TELEPHONE ETIQUETTE

1. Always identify yourself at the beginning of all calls.

A) When in the office, always answer a telephone by saying:
“Good Morning, Accounting Department, SyndiSeid speaking.
How may I help you?”

B) From a cell phone, state your name, Hello, SyndiSeid here.

Do not answer by using words such as “yeah” or “yes.”

C) When placing a call, always state your name along with the
name of the person you are calling. Example: “Hello, my
name is John Doe from XYZ Corporation. May I please speak
with Ms. Jane Smith?”
2. Be sensitive to the tone of your voice.

A) Do not sound overly anxious, aggressive or pushy. It is

important your tone conveys authority and confidence. Do not
lean back in your chair when speaking on the telephone.

Tip: Sit up in your chair or stand during the conversation.

When at home, use a personal tape recorder to privately
record your own conversations. You will then hear how your
sound to others.

3. Think through exactly what you plan to say and discuss

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

4. Do not allow interruptions to occur during

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

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 Tip: If you must interrupt the conversation, say to the person,
“Please excuse me for a moment I’ll be right back.” And when
you return, say, “Thank you for holding.”
5. Especially when leaving messages, speak clearly and
slowly. Do not use broken phrases, slang or idioms. Always,
always leave your return telephone number as part of your
message, including the area code . . . and S-L-O-W-L-Y,
including REPEATING your telephone number at the end of
your message.
Tip: Practice leaving your number, by saying it aloud to
yourself as slow as you have heard an informational operator
say it.
6. Always speak into the telephone receiver with an even
and low tone of voice. Especially when speaking on a cell
phone out in public, be sure to monitor how loud you may be.
Tip: Move the phone ear piece just slightly away from your
ear and listen to yourself speaking. Discover whether you are
speaking too loudly or too quietly for the other person to hear
you.
7. Do not allow yourself to be distracted by other
activities while speaking on the telephone, such as rustling
papers, chewing and eating, working on the computer, or
speaking with someone else.
Tip: Always treat every caller with the utmost courtesy and
respect by giving him/her your undivided attention

What is It

ESTABLISHING AVAILABILITY
Here are the steps to be undertaken by the Front Office in ensuring the availability
of hotel properties.

1. Check for Availability - Check availability using reservation

system in your property
2. Checking for availability may include inputting the following:
 Arrival Date
 Number of nights
 Number of adults
 Number of rooms
 Rate code
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 3. FO staff then advises the caller of the availability
Example verbiage:
“We do have an Executive De Luxe Room available on
the 28th of August Mr. Smith for $230 per room per
night exclusive of service charge and taxes.”
4. FO staff will advise caller of the inclusions of the rate quoted
Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner
cocktails; complimentary 5 pieces of laundry every day,
roundtrip airport transfers, local calls, and the use of
the facilities like the gym, swimming pool and outdoor
Jacuzzi.”

5. Multiple scenarios in availability:

 If the caller has no company affiliation but is a returning

guest, check his history in the system. Offer the same
package if it is still valid but upsell to higher room category.

Example:“Mr. Smith, the package you availed on your

last stay is still valid but you are very fortunate because
we have an available Superior Deluxe on September 9
and this room is more spacious and has larger windows
and a fantastic view.”
 If the package is no longer available, offer existing
package.
Example:“Mr. Smith, the package you availed on your
last stay is not valid anymore. However, we are offering
you another exciting package.”
 If the first rate offered is not acceptable to the caller, we
should determine their specific needs and or price threshold
and negotiate a rate slightly above the caller’s budget,
ensuring there is availability and the rate sold is within the
guidelines of the Selling Strategy.

Example:“Mr. Smith, may we know what budget are you

looking at for this stay?”
If the room is not available:
 The FO staff must offer an alternative
“I am sorry but we don’t have any available Executive room
on the 28th of August Mr. Smith. Would you like me to book
you to a Superior Room instead?
 The FO staff must offer another room type, another day, or
offer the reservation to be waitlisted.
“Would you like to move your reservation to another date?”
“Would you like me to put your reservation on waitlist Mr.
Smith?
If the room is available:
 Reservation agent offers to make a reservation.

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 “Would you like me to make a reservation for you Mr.
Smith?”

Forms of settlement of guest

1. Prepayment is payments made in advance through mail; walk-in and other
methods that guest can pay in advance or prior to their stay.
2. Advance deposits are partial payments made by the guest for his entire stay.
These usually are estimated first day stay room charges.
3. Credit Card is a pre-authorized payment enabling the hotel to block a certain
amount in the credit card to be used as payment of guest. This can also be a direct
sale in the credit card.
4. Send Bill arrangements, where all the bills are settled by:

 Travel agencies makes the deposit as guest is a third

party in the agreement.
 Corporate accounts are arrangements between the
company and the hotel. The hotel upon evaluation
grants a credit line that can be used by the company.
Company guest are billed through their company
account and sent by the hotel for billing purpose. Under
this arrangement, special rates are being given by the hotel
to entice companies to book in the hotel.
Room Rates
Some of special room rates offered in the hotel are:
1. Commercial rate or Corporate rate
2. Complimentary rate for business promotion
3. Group rate for predetermined number of affiliated group
4. Family rate for parents and children sharing the same room
5. Day rate for less than an overnight stay
6. Package plan rate for guestroom sold in a package that includes special events
or activities.

What’s More

Activity 1.1 Understanding Front Office Words

There are two ways you can understand science words better. One way is by
defining the word in context. The way the word is used gives you a clue as to its
meaning. Another way is by looking at the parts that make up the word. Each word
part can give you a clue as to the meaning of the whole word.

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Learning the Skill: Defining Words in Context
1. First, read to see if the word is defined directly in the sentence.
2. If possible, define the word based on your own past knowledge. You may
have learned the word in an earlier grade, or you may be familiar with it
because you hear it everyday.
3. Figure out the meaning of the word by how it is used in the sentence and by
the sentences around it.
4. Find the definitions of the italicized words.
1. Property Management System (PMS) is a hotel computer system that networks
the software and hardware used in reservation and registration databases, point-of-
sale systems, accounting systems, and other office software.
2. Guaranteed Reservation means that 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 another guest who may want to
book in the hotel.
3. Non-guaranteed Reservations means that the 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.
5. The "No Show" means that the room is reserved but not in use or the reservation
has been canceled.

What I Have
Learned

Fill in the Blanks. Complete and Practice the sample telephone verbiage for taking
reservations.
1. FO staff informs the caller that he/she will be processing the reservation.
Example: “This is room reservations, my name is _________________ and I
will be taking your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
a. Customer’s name
Example: “May I have your _________?” or “May I have the name of the
person you are booking for?”
b. Date of arrival
Example: Example: “May I have your arrival _________ Mr. Smith?”
c. Number of nights
Example: “How many ___________ would you be staying Mr. Smith?

12
d. Number of room required
Example: “How many _______________ would you be needing Mr. Smith?”
e. Type of room and their respective rates
Example: “What _______________ would you be needing Mr. Smith? We offer
the Executive De Luxe room at $200.00, while the Superior De Luxe room is at
$300.00 rate.”
f. Company affiliation
Example: “Do you have any ________________ Mr. Smith?”

What I Can Do

TRUE OR FALSE
Direction: Write True if the statement about proper telephone etiquettes is correct,
else write False if it is wrong.
1. When in the office, always answer a telephone by saying: “Yes Sir, how may I
help you?”
2. Jot down the items you want to discuss and questions you want answer during
the telephone inquiry.
3. Always speak into the telephone receiver with an aggressive and overly anxious
voice.
4. Do not allow interruptions to occur during conversations.
5. Build the habit of always turning off your cell phone ringer when entering a
meeting.
6. For security reasons, do not identify yourself at the beginning of all calls.
7. Think through exactly what you plan to say and discuss after you place a call.
8. Do not use broken phrases, slang or idioms when leaving a message.
9. Always treat every caller with utmost courtesy and respect by giving him/her
your undivided attention.
10. During phone conversation, it is important that your tone conveys authority
and confidence.

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 Assessment

Multiple Choice. Encircle the letter of the best answer.

1. How many rings before you answer phone calls?
a. 2
b. 3
c. 4
d. 5
2. In answering phone call, what should be avoided?
a. “Hello,Good morning, Accounting Department, Mercy
speaking.”
b. “Hello, my name is John Paul from ABC Corporation, may I know your
name?”
c. Good Afternoon, this is Susie, how may I help you?
d. Yes, this is Syndi, how may I help you?
3. In order, what questions a Front Office Staff must ask for record purposes?
a. Customer’s name, number of nights, company affiliation
b. Customer’s name, date of arrival, company affiliation
c. Customer’s name, date of arrival, no. of nights, no. of room, no. of room
required, company affiliation
d. Date of arrival, customer’s name, company affiliation, no. of nights
4. Following are forms of settlement of guest, except:
a. Pre-payment
b. Credit card
c. Send agreement
d. Property management system
5. This kind of settlement is between the company and the hotel. The hotel grants a
credit line that can be used by the company.
a. Pre-payment
b. Credit card
c. Send bill agreement
d. Property management system

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 Additional Activities

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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 Answer Key

Assessment What's More What I Know

1. B 1. Property 1. B
2. A Management 2. D
3. D System 3. B
4. D 2. Guaranteed 4. C
5. C Reservation 5. C
3. Non-
guaranteed
Reservations
4. No Show

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References

This module is downloaded from (richardrrr.blogspot.com)

For inquiries or feedback, please write or call:

Department of Education - Bureau of Learning Resources (DepEd-BLR)

Ground Floor, Bonifacio Bldg., DepEd Complex

Meralco Avenue, Pasig City, Philippines 1600

Telefax: (632) 8634-1072; 8634-1054; 8631-4985

Email Address: blr.lrqad@deped.gov.ph * blr.lrpd@deped.gov.ph

17
Lesson

2 Record Details of Reservation

This lesson with the learning competencies give learners effective standard
on the use of a guest history system with the process of reservation record and
provide an actual performance which are highly interactive and approximate real
reservations environment and computerized reservation system of a hotel or resort.

What’s In

Hidden Words A R R I V A L D A T E D H C F
P C D E E R U T R A P E D F F
There are hidden K F H M D U P R C H A N O F L
words related to the
C R E A I T C A R D U T P C R
Front Office Services
in this puzzle. Be A F R K N F K V U H G T P K E
able to find and B L O C K N N A M E Y M B O G
define items then
A H A R O D E I K P E F S U I
write it on the space
provided below. M W T M U R E L E F E S R T S
O F E D O C L A V O R P P A T
U H O W T S H B F H I P S E R
N Y N M T F E E R K N W B U A
T F S H W P Y M P B G U E S T
I P G U F B R I S W S B R B I
O I D R O O M T Y P E U W P O
N Y S P E C I A L S H P K E N

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 What’s New

Taking Reservation Details

The task of the Front Office to take and record the
reservation details of customers is somewhat similar to a cashier who
takes customer orders in a fast food chain. It starts from knowing the
customer’s demand, then preparing for the product to be served.2. Be
sensitive to the tone of your voice.

General steps on how to use the guest history system

1. Access the guest history system on the computer when taking reservations.
1.1 Ask the caller if he has previously stayed in your hotel.
1.2 If the caller is a returning guest, retrieve the guest history file in the
property’s computerized system.
1.3 Double check the guest record by asking the caller’s information
stated in his guest history

2. Use guest history to personalize service

2.1 Mention the last room used by the caller.
2.2 Ask if the caller prefers his last arrangement. Otherwise upsell and
offer other rooms and features.
3. Always exercise caution in using guest profile.
3.1 Do not give out all information about the caller.
3.2 Use the information to up sell

What is It

Processing a Reservation Records

1. Input the reservation information on the reservation record.

1.1 Ask for and enter the guest’s last
name, first name and middle initial.
1.2 If the guest has title, enter it in the system
1.3 Indicate the mailing address and contact number.
1.4 Ask if the caller is making the reservation for another
person.
1.5 Ask for the contact number of the person
who should be contacted for the

3
 reservation
1.6 Ask for the arrival and departure date
1.7 Enter the number of people sharing the room
1.8 Confirm the room type, room rate and any special
request
1.9 Enter the rate code
2. Guarantee the reservation
2.1 Ask the caller which credit card he
would like to guarantee the
reservation.
2.2 Explain guaranteed or non-guaranteed reservation
2.3 Explain the cancellation policy of the hotel
3. Confirm and enter the method of the guarantee
3.1 Inform callers that their credit card or
direct billing account will be billed if
they fail to show up during the time of
check in
3.2 Input in the system the reservation guarantee.
3.3 Enter the reservation is non-guaranteed
so that the system can release the
reservation given the standard time set by
the property.
4. Repeat the details of the reservation
Repeat the reservation details to verify what is inputted in
the system
5. Give confirmation number
In a computerized reservation environment,
this is automatically generated by the system.
6. Enter the reservationist
Some hotels, there is a specific field in the
reservation field that reservationist input their
names for proper trace.
7. Thank the guest
Do not hang up the phone first as the guest
may have additional requirements. Let the caller
hang up the phone first.

The reservation system varies from one system to another. Thus,

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

4
 Below are typical fields in the system:

TYPICAL FIELDS REMARKS

1. Arrival The FO staff indicates in this field the expected arrival date of
guest.

2. Departure Automatic if FO staff entered the number of nights correctly. In

some system, if FO staff change the departure date, the
number of nights changes
Accordingly
This field will indicate the number of nights that the guest will
3. Nights be staying in the hotel.

4. Adult/Child Enter the number of occupants in the room.

5. Number of rooms The field indicates the total number of rooms that was
requested by guest.
6. Room Type Indicates what room type that was assigned to the guest.

7. Room Number Indicates the room number of guest.

8. Rate Code Some system will automatically produce the rate code if their
company is on the database.
9. Reservation Type Determines predefined reservations arrangement as set by the
hotel.

10. Time If the guest tells you his probable arrival time, you should
enter it here.
11. Block Name Used only for group bookings.
This is a market code that is also use for statistics purpose.
12. Market Code

Classifies if a booking is from a local or international agent or

13. Source of company, an individual booking, an SRS booking, a walk-in or
Business from an RSO.

This specifies the type of confirmation letter depending on the

14. Confirmation source of the booking.

This describes how the booking was made such as through

telephone, fax, SRS, e-mail, internet, CRS, Front Office, Sales,
15. Channel Telex, Sales and Catering, Letter, TV, etc.

16. Discount in $ or If the rate needs to be discounted.

in %
If the rate is discounted, the reason for the discount is inputted
17. Discount in this field.

5
Reason
This is where the name of the caller and his/her telephone
18. Reserved By number is written.

19. Type and This shows the guest’s type of membership and number.
Member No.

20. Specials Specials field is where the inclusions are written.

If the guest has a frequent flyer card, the number is inputted
21. FFP Type here.

The type of credit card or type of settlement is inputted here.

22. Payment
If the mode of payment is through a credit card, the approval
23. Approval Code number is written here.

The amount of deposit is written in this field, whether cash of

24. Amount credit card.
25. Arrival and The arrival and departure flight details are inputted here.
Departure Flight
The arrival time and departure time of the flight of the guest is
26. Time inputted here
27. Transportation If the guest needs transfers, the type of car is inputted here.
In/Out
Used if the rate is confidential and is not to be printed on the
28. Print Rate registration card. This is useful for Travel agency accounts.

29. No Post Used if the guest is on cash basis.

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

32. It shows the confirmation number and share number, which is

Confirmation/Sh computer generated.
are number

6
 What’s More

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
1. It classifies if a booking is from a Column B
local or International agent or
company, an individual booking, an
SRS booking, or a walk-in. a. Adult/Child
2.This describes how the booking was
made such as through
b. FFP Type

3.It enters the number of occupants c. Amount

in the room.
d. Source of Business
4.It is used if the rate is confidential
and is not to be printed on the e. Nights
registration card.
5. If the guest has a frequent flyer f. Print Rate
card, the number is inputted here.
6. If the mode of payment is through
g. Specials
credit card, the number is written
h. Channel
here.
7. The initial deposit is written in this i. Payment
field, Whether cash or credit card.
j. No Post
8. The type of credit card or type of
settlement is inputted here. k. Approval Code
9. This field will indicate the number
of nights that the guest will be staying
in hotel.
10.It is used if the guest is on cash
basis.

7
 What I Have Learned

Quick Writes. Direction: Read the FO’s communication to the guest regarding the
booked reservation. Complete the sample computerized reservation below with the
details stipulated in the statements.

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

Computerized Reservation System

1. Arrival Time

2. Departure

3. Night/s

4. Room Type

5. Room Number

6. Price Rate

7. Reservation Type
8. Time

9. Amount

10. Reserved by

8
 What I Can Do

Arrange the General steps on how to use the guest history system on the provided
blank.
1. Access the guest history system on the computer when taking reservations.
1.1 Double check the guest record by asking the caller’s information
stated in his guest history
1.2 If the caller is a returning guest, retrieve the guest history file in the
property’s computerized system.
1.3 Ask the caller if he has previously stayed in your hotel.
2. Always exercise caution in using guest profile.
3.1 Do not give out all information about the caller.
3.2 Use the information to up sell
3. Use guest history to personalize service
2.1 Mention the last room used by the caller.
2.2 Ask if the caller prefers his last arrangement. Otherwise upsell and
offer other rooms and features.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2
 Assessment

Identification. Complete the table.

1. Payment

2. Used if the guest is on cash basis.

3. Block Name

4. Reserved By
This field will indicate the number of nights that the
5. guest will be staying in the hotel.

Additional Activities

Practice the sample telephone verbiage for taking reservations:

1.FO staff informs the caller that he/she will be doing the reservation process
of the caller.
“This is room reservations, my name is (reservationist’s name) and I will be taking
your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
3. Customer’s name
“May I have your name?” or “May I have the name of the person you are booking
for?”
4.Date of arrival
“May I have your arrival date Mr. Smith?”
5. Number of nights
“How many nights would you be staying Mr. Smith?
6. Number of room required
“How many rooms would you be needing Mr. Smith?”
7.Company affiliation
“Do you have any company affiliation Mr. Smith?”
8.Check for Availability
Check availability using reservation system in your property
9.Checking for availability may include inputting
•Arrival date / Departure date

3
 •Number of nights
•Number of adults
•Number of rooms
•Type of rooms
•Scratch name
•Scratch company
•Scratch agent
•Rate code
10.FO staff then advises the caller of the availability Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of August Mr. Smith
for $230 exclusive of service charge and taxes.”

11. FO staff will advise caller of the inclusions of the rate quoted Example
verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5
pieces of laundry every day, roundtrip airport transfers, local calls, and the use of
the facilities like the gym, swimming pool and outdoor jacuzzi.”

12. Multiple scenarios in availability:

 If the caller has no company affiliation but is a returning guest, check
his history in the system. Offer the same package if it is still valid but
upsell to higher room category.
“Mr. Smith, the package you availed is still valid but you are very fortunate because
we have an available Superior De Luxe on September 9 and this room is more
spacious and has larger windows and a fantastic view.”
 If the package is no longer available, offer existing package.
“Mr. Smith, the package you availed on your last stay is not valid anymore.
However, we are offering you another exciting package.”
 If the first rate offered is not acceptable to the caller, we should
determine their specific needs and or price threshold and negotiate a
rate slightly above the callers budget, ensuring there is availability
and the rate sold is within the guidelines of the Selling Strategy.
“Mr. Smith, may we know what budget are you looking at for this stay?”
13. Obtain other reservation details including:
• Smoking or non-smoking room
“Mr. Smith would this be smoking or non-smoking room?”
• Type of room
“Mr. Smith would this be a king size or twin size bed?”
•Time of arrival
“Mr. Smith may I know your estimated time of arrival?”
•Mode of payment
“How would you like to guarantee your reservation?
If credit card, get number and expiration date
“May I have your credit card number and expiration date?”

4
 If cash, advice the caller that a deposit of one night room charge is required.
(rate of room agreed upon by both parties) and, that if on the day of the arrival and
no deposit has been obtained, the reservation could be released after 4:00 PM.
“Mr. Smith, may we ask for a deposit of one night room charge to guarantee your
room.”
•If guest does not want to give deposit
“Mr. Smith, we would like to inform you that we will be holding your room until
4:00 pm on the date of your arrival. You can still check in after the said time, but
depending on the room availability on that day.”
•Flight details and transportation requirements of the guest.
“May I have your flight details Mr. Smith? Do you wish to arrange for a Limousine
pickup from the airport?”
•Ask the caller if he/she would need anything else “Would there be anything else Mr.
Smith?”

Answer Key

Assessment What's More

1. The type of 1. D
credit card or 2. H
type of 3. A
settlement is 4. F
inputted here. 5. B
2. No post 6. K
3. Used only for 7. C
group bookings. 8. I
4. This is where 9. E
the name of the 10. J
caller
and his/her
telephone
number is
written.
5. Nights

5
References

This module is downloaded from (richardrrr.blogspot

For inquiries or feedback, please write or call:

Department of Education - Bureau of Learning Resources (DepEd-BLR)

Ground Floor, Bonifacio Bldg., DepEd Complex

Meralco Avenue, Pasig City, Philippines 1600

Telefax: (632) 8634-1072; 8634-1054; 8631-4985

Email Address: blr.lrqad@deped.gov.ph * blr.lrpd@deped.gov.ph

6
Lesson

3 Update reservations

This Lesson 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.

What’s In

Scrambled Letters. Form a word using the scrambled letters related to updating
reservations process.

1. LTREVA TANGE ____________________________________________

2. DORECR NOIRTEVAERS ____________________________________________

3. TEFFEC TEH ECAHNG ____________________________________________

4. TEUGS ____________________________________________

5. LCSANNCIELATO ____________________________________________

6. EUPTDAT ____________________________________________

7. ACCENL ____________________________________________

2
 What’s New
Process reservations changes and cancellations

General Steps Detailed

steps

1. Find out the guest name

2. Bring out the reservation  Every property may have different

in the computerized approaches in retrieving reservation
system. records. You must coordinate with
the supervisor to learn about the
accepted standards of your property.

3. Ask the guest on the  If the caller changes departure date,

changes of the make sure that the desired date of
reservation. change is still available. Otherwise
advise the guest/caller of the non-
availability of rooms on that date.

4. Effect the change  Change may include the following but

not limited to:
o Arrival or departure dates
o Number of people in the room
o Room type
o Non-guaranteed to
guaranteed reservations
o Other items that deems
necessary correction by the
guest.

5. Repeat the
reservation changes
to the guest.

6. Provide the guest a new  Optional

confirmation number for
the changed reservation.

3
7.Update the reservation record  Enter the changes in the computer.
Type your name (Reservation agent) that
effected the change.

8. Cancel reservations  Assign the cancellation number to

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

9. Thank the caller and invite

the caller to call your property
again.

10. File the reservation record.

What is It

Process Travel agents’ no-show and cancellation forms

1. Check if cancelled reservation is booked by a travel agent.

2. Fill out a travel agent/ cancellation form

The following details may include but not limited to:
a. Guest name
b. Original arrival date
c. Departure date
d. Confirmation number
e. Name of property
f. Reservationist name
g. Reasons why the guest cancelled the reservations

3. Provide a copy to the travel agent and file the

copy for statistics and archive purpose.

4
 What’s More

A. SEQUENCING
Direction: Arrange the proper order of the steps on how to process reservations
changes and cancellations. Write your answer on the answer sheet.
1. Ask the guest on the changes of the reservation
2. Cancel reservation
3. File the reservation record
4. Repeat the reservation changes to the guest.
5. Effect the change
6. Find out the guest name
7. Provide the guest a new confirmation number for the changed reservation.
8. Bring out the reservation in the computerized system.
9. Update the reservation record
10. Thank the caller and invite the caller to call your property again.

What I Have
Learned
Respond to what is being ask in the question.
1. In what stage were you ask the caller of future reservations and
encode the cancellation number? _____________________

2. What specific stage when you file the reservation record? ___________________

3. ______________ is were Front Office Staff enter the changes in the computer and
type their name that effected the change?

4. Is it necessary to repeat the reservation changes to the guest?

__________________

5. Thank the ______________and invite the caller to call your property again.

5
 What I Can Do

Quick Writes. Direction: Read the FO’s communication to the guest regarding the
booked reservation and its changes. Complete the sample computerized reservation
below with the details stipulated in the statements to update the reservation.

“I would like to repeat the changes of your reservation Mr. Anca. You will be
arriving instead of 25 th day of September, its 24 th via Philippine Airlines
flight number 205. You will be staying for 2 nights in the Superior De Luxe
Room # 035 with the rate of $600.00 instead of Economy Room with the rate
of $200.00 exclusive of the service charge and applicable taxes. This
reservation is guaranteed with your $400.00 advanced deposit. Again, Our
standard check-in time is 1:00 pm and check-out time is 12 noon. Your
confirmation number is 10346561.”

Computerized Reservation System PREVIOUS CHANGES

1. Arrival Time

2. Departure

3. Night/s

4. Room Type
5. Room Number

6. Price Rate
7. Reservation Type
8. Time
9. Amount

10. Reserved by

6
 Assessment

Multiple Choice. Encircle the letter of the best answer.

1. To fill out a travel agent/ cancellation form, the following details may include
(EXCEPT)
a. Original arrival date b. Confirmation number
c. Reasons why the guest cancelled the reservations d. Travel agency

2. To cancel the reservations, it is necessary to

a. Assign the cancellation number to the caller and provide the caller the number.
b. If the guest reservation is guaranteed, remind the guest to keep the cancellation
number as proof of cancellation for future claims.
c. Encode the cancellation number.
d. All of the above.

3. To process reservations changes and cancellations, FO staff needs to

a. Find out the guest name

b. Repeat three times the reservation changes to the guest.
c. Charge unreasonable cancelation fee
d. All of the above.

Additional Activities

ANALYSIS. Watch this video https://www.youtube.com/watch?v=k5idarOVqIM, a

short skit applying the appropriate process on how to handle no-show, change or
cancellation of reservations. Evaluate the video by Following the general steps in
doing the task. Scoring rubrics below will be guide for your evaluation.
Rubrics

15 The FO accurately followed all the steps in processing

cancellation of reservations

10 The FO followed few steps in processing cancellation of

reservations

5 The FO need further guidance in applying proper cancellation

and reservations.

2
 OVERALL EVALUATION
Level Achieved
PERFORMANCE LEVELS

4 - Can perform this skill without

supervision and with initiative and adaptability to
problem situations.
2 - Can perform this skill satisfactorily without
assistance or supervision.
3 - Can perform this skill satisfactorily but
requires some assistance and/or
supervision.
1 - Can perform parts of this skill satisfactorily,
but requires considerable assistance and/or
supervision.
TOTAL

PERFORMANCE CRITERIA
Yes No N/A
1. Payments of the reservation is accurately recorded
or updated in accordance with property standards?

2. Amendments or cancellations of reservations are

received, processed and recorded in accordance with
customer request and property standards?

3
 Answer Key

What's More

1. Find out the guest

name

2. Bring out the

reservation in the
Assessment computerized system.
1. D
3. Ask the guest on the
2. D changes of the
reservation.
3. C

4. Effect the change

5. Repeat the reservation

changes to the guest.

6. Provide the guest a new

confirmation number for
the changed reservation.

7. Update the reservation

4
References

This module is downloaded from (richardrrr.blogspot.com)

Youtube video from Oraphun Mulaseewa
(https://www.youtube.com/watch?v=k5idarOVqIM)

For inquiries or feedback, please write or call:

Department of Education - Bureau of Learning Resources (DepEd-BLR)

Ground Floor, Bonifacio Bldg., DepEd Complex

Meralco Avenue, Pasig City, Philippines 1600

Telefax: (632) 8634-1072; 8634-1054; 8631-4985

Email Address: blr.lrqad@deped.gov.ph * blr.lrpd@deped.gov.ph

5
Lesson
Advice Others on Reservation
4 Details

This lesson with the learning competencies Advice others on reservation

details gives learners clear understanding on reservation details and provide
appropriate activity that gives proper procedures on giving reservation details to
clients.

What’s In

Know Who’s Involved. Communicating with the Housekeeping and

Maintenance/Engineering Departments with the changes.

 Try to discover the reasons why you should communicate with other
departments of the hotel by copy and pasting this url to the url
section of your browser. https://www.youtube.com/watch?
v=lAFbv8V0Wks

 Watch the video and take note the important details.

 What’s New

General steps on reservation details

1. Ask guest on special request during his stay

2. Determine if request is possible and explain if there would be
additional charges

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

departments
Most system would allow the reservation agent to send messages to other
departments.
Reservation agent create reservation record based on interaction of a guest only
after determining request for reservation can be met.
Reservation agent will collect and coordinate the following information:

1. Guest Name/Group Name

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

What is It

Fulfilling Special Request

Part of registration process is making sure that any special request made by the
guest during the reservation process are acted upon, such as guest may have
requested a connecting room, specified room location, bed type, or other amenities.

Reservation Report
Popular daily reservation management report includes:

1. Reservation Transaction Report

This report summarizes daily reservation activity in terms of creation, modification,
and cancellation of reservation record.
2. Commission Agent Record
Agent with contractual agreement to the hotel may be owed commission for
business booking.

3. Turn away Report

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

4. Revenue for Cart Report

This report project future revenue by multiplying predicted occupancies by room
rate.

One of the functions of Front Office is to provide room statistics of the hotel and
other competitive hotels for the purpose of gauging the soundness of operations
and to serve as a basis
For future management decisions relating to marketing thrust. Etc. In some hotels,
this is done by the Guest Relations Officer (GRO). Thus, the department, through
the GRO keeps track of information available in Front Office reports and forms and
translates this information into statistics, also known as PRODUCTIVITY
FIGURES.

REPORTS / FORMS USED

1. Room Count Sheets (RCS)

2. Room Sales Recapitulation
3. Room Rack Slips
4. Registration Card (RC)
5. Reservations slip/reservation care
6. Change rate form
7. Arrival/departure record
8. Others

FORMS OF STATISTICS

1. Room nights
2. Room rates/revenue
3. Number of guests and their nationality
4. Occupancy percentage – calculated as follows :
Occ. % = Total rooms sold
Total rooms available
Total rooms available = total rooms – out of order rooms and house use House use
– refers to room blocked for in house officers/personnel

5. Average room rate (P/$) = Total revenue

Total rooms sold
 6. DBL Occ. Percentage = Total no. of guests
Total rooms sold

What’s More

Scrambled Words. During changes on guest reservation details you must update
the following. Unscrambled the following words to get the correct answer and
identify its function to the hotel reservation to the space provided bellow.

1. UMPEIEEGTKNENRASOTHEDP
2. TAAPEETNNECMMAENDITNR
3. NGEROB DO EF AAVDE
4. IETEAGTGPNNREMNDNEE
5. CONAINGCTU
= ________________________________________
= ________________________________________
= ________________________________________
= ________________________________________
= ________________________________________

1. _______________________________________________________________________________
2. _______________________________________________________________________________
3. _______________________________________________________________________________
4. _______________________________________________________________________________
5. _______________________________________________________________________________

What I Have
Learned

QUICK WRITES. Direction: Below is a telephone conversation between the front

desk officer and a client requesting for hotel reservation. Be able to supply the
necessary questions to be asked by a reservation agent to the guest.
Agent: Thank you for calling Grand Delights Hotel. This is the Reservation Section,
Jun Vasquez speaking.
Guest: This is Johnny Tamayo of Rosario, Northern Samar. I am going to Manila
and I need a room at your hotel.
Agent: (Asking the total number of guests to be served)

Guest: I am alone
Agent: Are you part of business group? Guest: No. But I have a flyer discount
Agent: (Asking the date of arrival)

Guest: On November 6
Agent: (Asking for the number of nights to stay)

Guest: 5 nights

(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 guest’s full name, phone number and
address)

Guest: J-O-H-N-N-Y…T-A-M-A-Y-O. My phone number is 046-66-79, area code

466.
Address is Rosario, Northern Samar
Agent: (Asking for the flyer discount certificate number)

Guest: That’s B13744

Agent: (Asking for the expected time of arrival on the requested date)

Guest: I expect to be there at 11 pm.

Agent: (Asking the guest to make a guarantee for his reservation through credit
card)

This will ensures that your room will be held after our 6 pm cancellation
hour. You may arrive any time that evening and room will be waiting for you.
Guest: Yes
Agent: (Asking guest for some special request in his reservation)

Guest: I think that will be all.

What I Can Do

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. Communicated general and specific

customer requirements and reservation
details to appropriate departments and
colleagues?

2. Coordinated special request of guest

 Assessment

Multiple Choice. Encircle the letter of the best answer.

1. What are the reports used in Front office? EXCEPT
a. Room Count Sheet
b. Room Sales Recapitulation
c. Room Rack Slips
d. Arrival/ Departure

2. What are forms of Statistics?

a. Room nights
b. Room rates/revenue
c. Number of guests and their nationality
d. All of the Above

3. This is where the agent with contractual agreement to the hotel may be owed
commission for business booking

a. Travel Incentives Record

b. Commission Agent Record
c. Referral Form
d. All of the Above

Additional Activities

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

Answer Key

Assessment What's More

1. D 1. HOUSEKEEPING
DEPARTMENT
2. D
2. MAINTENACE
3. B
DEPARTMENT
3. FOOD AND
BEVERAGE
4. ENGINEERING
DEPARTMENT
5. ACCOUNTING
References

This module is downloaded from (richardrrr.blogspot.com)

TESDA Online Program:

https://www.e-tesda.gov.ph/course/view.php?id=50
Video Presentation from Hospitality School:

https://www.youtube.com/watch?v=lAFbv8V0Wks

For inquiries or feedback, please write or call:

Department of Education - Bureau of Learning Resources (DepEd-BLR)

Ground Floor, Bonifacio Bldg., DepEd Complex

Meralco Avenue, Pasig City, Philippines 1600

Telefax: (632) 8634-1072; 8634-1054; 8631-4985

Email Address: blr.lrqad@deped.gov.ph * blr.lrpd@deped.gov.ph