Competency-Based Learning Material: Address: San. Miguel Village, Pala-O, Iligan City

COMPETENCY-BASED LEARNING MATERIAL
Sector : Tourism
Qualification Title : Front Office Services NC II
Unit of Competency : Receive and Process Reservations
Module Title : Receiving and Processing Reservations
ILIGAN MEDICAL CENTER COLLEGE

Address: San. Miguel Village, Pala-o, Iligan City
FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

II November 18,2019 Issued by:
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RECEIVE AND PROCESS Compiled by: |1
RESERVATIONS REZEAN MARIE S. Revision #
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HOW TO USE THIS COMPETENCY – BASED LEARNING MATERIALS
Welcome to the module in FRONT OFFICE SERVICES NC II QUALIFICATION.

This module contains training materials and activities for you to complete.
The unit of competency “Receive and Process Reservations” deals with the skills,
knowledge and attitude required in receiving and processing reservations for a tourism
or hospitality product or service offered.
You are required to go through, a series of learning activities in order to

complete each learning outcome of the module. In each learning outcome there may be
information sheet, self-checks and task sheets. Follow these activities on your own. If
you have questions, don’t hesitate to ask your facilities for assistance.
The goal of this course is the development of practical skills in supervising work-
based training. Tools in planning, monitoring and evaluation of work-based training
shall be prepared during the workshop support in the implementation of the training
program.
This module is prepared to help you achieve the required competency, in

“FRONT OFFICE SERVICES NC II:’
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This will be the source of information for you to acquired knowledge and skills in
this particular competency independently and at your own pace, with minimum
supervision or help from you facilitator.
Remember to:
 Work through all the information and complete the activities in each section.
 Read information sheets and complete the self-check. Answer keys are included
in this package to allow immediate feedback. Answering the self-check will help
you acquire the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your output
conforms to the performance criteria checklist that allows the sheets.
 Submit output of the task sheets and job sheets to your facilitator for evaluation
and recording in the Accomplishment Chart. Outputs shall serve as your
portfolio during the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the evaluation.
You must pass the institutional competency evaluation for this competency before
moving to another competency.
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code

Receive and Process Receiving and Processing
1. TRS5123105
Reservations Reservations
Operate a Computerized Operating a Computerized
2. TRS5123106
Reservations System Reservation System
Provide Accommodation Providing Accommodation
3. TRS5123107
Reception Services Reception Services
4. Conduct Night Audit Conducting Night Audit TRS5123108
Provide Club Reception Providing Club Reception

5. TRS512305
Services Services
Provide Concierge and Bell Providing Concierge and Bell
6. TRS5123109
Services Services

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7. Provide Cashiering Services Providing Cashiering Services TRS5123110

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MODULE CONTENT
UNIT OF COMPETENCY : Receive and Process Reservations

MODULE TITLE : Receiving and Processing Reservations
MODULE DESCRIPTION : This unit of competency deals with the skills. Knowledge
and attitude required to receive and process reservations
for a tourism or hospitality product or service offered.
NOMINAL DURATION : 442 HRS
CERTIFICATE LEVEL : Front Office Services NC II
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the students/trainees must be able to:
LO 1. Receive reservation request

LO 2. Record details of reservation
LO 3. Update reservations
LO 4. Advise others on reservation details
LEARNING OUTCOME 1
RECEIVE RESERVATION REQUEST
ASSESSMENT CRITERIA
1. Customer making a reservation is acknowledged using property standards

2. Availability of room requested is determined
3. Alternatives, including waitlist options, are offered if requested booking is not
available
4. Inquiries regarding rates and other product features are accurately answered
LEARNING OUTCOME # 1 Receive Reservation Request
CONTENTS
1. Accommodation Types and Guest Rooms
2. Room Rate Designations
ASSESSMENT CRITERIA
1. Customer making a reservation is acknowledged using property

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standards
2. Availability of room requested is determined
3. Alternatives, including waitlist options, are offered if requested
booking is not available
4. Inquiries regarding rates and other product features are accurately
answered
CONDITION
The students/trainees must be provided with the following:
1. WORKPLACE LOCATION
Contextual Learning Area
2. EQUIPMENT
• Computer , desktop or laptop, with media player installed
3. TOOLS, ACCESSORIES AND SUPPLIES
• Pen
• Whiteboard
• Whiteboard Marker
4. TRAINING MATERIALS
• Competency-based Learning Material
METHODOLOGIES
1. Lecture
2. Individualized Learning
ASSESSMENT METHODS
1. Written Exam
2. Oral Questioning
Learning Experiences
Learning Outcome # 1

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Receive Reservation Request
Learning Activities Special Instructions
1. Read Information Sheet 1.1- 1 –
Accommodation Types and Guest Rooms
In this Learning Outcome, you

will learn how to receive
2. Answer Self Check 1.1-1 Compare answer reservation requests. To be able
with Answer Key 1.1-1 to do that, you must
understand a hotel’s product:
the guest room. Read each
3. Read Information Sheet 1.1- 2 – Room Information Sheet and answer
Rate Designations the Self Check that follows.
After doing all the activities of
this LO, you are now ready to
proceed to LO 2: Record details
of reservation.
4. Answer Self Check 1.1-2 Compare answer

with Answer Key 1.1-2

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INFORMATION SHEET 1.1-1
Accommodation Types and Guest Rooms
Learning Objectives:
After reading this information sheet, you should be able to:
1. describe different accommodation facilities
2. identify and describe different types of hotel guest rooms
A reservations call often starts with an inquiry by the caller on the availability of
rooms for specific dates. To be able to address this, it is essential for a reservations
agent or front desk agent to be wellinformed of their main product: the sleeping
rooms. It is important that the room offered to or arrangement made with the
potential guest matches their needs and preferences. In this lesson, we will discuss
the common accommodation facilities.
HOTELS AND ACCOMMODATION FACILITIES

• Hotel – a building, edifice or premises, used for regular reception,
accommodation or lodging of travelers and tourists and the provision of services
incidental thereto for a fee
• Resort – a place with a pleasant environment and an atmosphere conducive to
a comfortable and healthful rest, offering food, sleeping accommodation and
recreational facilities for a fee.
• Tourist Inn – a lodging establishment catering to transients but does not meet
the minimum requirements of an economy hotel.
• Apartel – regularly leased to tourists and travelers for dwelling on a more or
less long term basis and offers basic services similar to hotels.
• Pension House – private or family-operated boarding house with several
lettable rooms, but the toilets, bathrooms, living and dining rooms and the kitchen
are commonly shared by tenants.
• Motel – originally designed for travelers who seek for a place to rest in
between long travel. It is located along the highway.
Categories of Hotels Based on Philippine DOT Accreditation

A. De Luxe
B. First Class
C. Standard
D. Economy
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GUEST ROOM BEDS
• Single – approximately 36x75 in.
• Double – can accommodate two individuals; approx. 54x75 in.
• Queen – extra long, extra wide at approx. 60x80 in.
• King – approx. 78x80 in.
• Roll away – portable bed
• Pullout bed –attached under a bed and pulled out when used
• Sofa bed – couch convertible into a bed

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HOTEL GUEST ROOMS
A. According to Number and Type of Beds and Layout
a. Single Room – single bed, one person

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Figure 5 Standard Single | Hotel Granvia Hiroshima
b. Twin Room– two single beds
c. Double Room – one double/matrimonial bed, for two persons

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d. Double-Double – has 2 double or queen beds
e. Triple Room – usually has 1 double bed and a roll away bed or 2 single beds plus a roll away
bed
f. Quadruple – for 4 people, may have 2 beds or more
g. Family Room – has at least 1 double bed, with 1 or more single beds. Designed to
accommodate a small family.
h. King Room – has a king-size bed, occupied by 1 or 2 people.

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i. Studio – has a studio bed, with a couch that can be converted into a bed. May also be called
‘Executive Room’
j. Connecting Rooms – two or more rooms with entrance doors from the outside and a door
between them. At the time of serving, the waiter picks the platter from hot plate and
presents it to the host for approval and serves each guest using a service spoon and
fork.
B. According to Price and Facilities and Amenities
a. Economy – economical rate, usually short of standard facilities.
b. Standard – sold at moderate rate, with standard facilities and amenities like AC, private toilet
and bath with toiletries, a TV, bed with complete linen, night table, etc.

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c. Deluxe or Enhanced Room – usually more spacious and more elegant and provided with more
amenities
d. Suite –larger room with superior amenities. Usually provides for a living room connected to
one or more full size bedrooms.
Required Standard Room Amenities
• Bed
• Bed pad
• Bed linens
• Makeup and DND sign
• Closet
• Night table and table lamp
• Thermo jug with 2 covered glasses
• Television
• Dresser with vanity mirror
• Bathroom amenities: bath towel, bath mat, soap (1 per occupant), toilet tissue, sanitary bag
• Safety materials: Fire exit and evacuation directional signs , safety handbook, fire sprinkler
• Information materials: Hotel Services Telephone Directory, Rooms Service Menu, House Rules,
Guest Comment Form
• Garbage Laundry Pricelist and laundry bag
• Garbage bin with plastic liner
• Air condition unit
Types of Hotel Suites
A. Junior/Mini Suite – room with a small lounge.
B. Corner Suite – located in the corner of the hotel building. Usually covers the same area
occupied by 2 standard rooms.
C. Penthouse Suite – usually on the penthouse or top floor.
D. Executive Suite – suite with facilities and amenities of superior quality.
E. Hospitality/Presidential Suite – includes a function room for entertaining guest’s visitors.

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SELF CHECK 1.1-1
IDENTIFICATION. Provide what is being asked.
1. A lodging establishment catering to transients but does not meet the minimum
requirements of an economy hotel.
2. Room sold at moderate rate, with standard facilities and amenities like AC, private
toilet and bath with toiletries, a TV, bed with complete linen, night table, etc.
3. Two or more rooms with entrance doors from the outside and a door between them
4. A place with a pleasant environment and an atmosphere conducive to a comfortable
and healthful rest, offering food, sleeping accommodation and recreational facilities
for a fee.
5. A room that has 2 double or queen beds.
6. A room with superior amenities and usually provides for a living room connected to
one or more full size bedrooms.
7. A couch convertible into a bed.
8. A bed that is approximately 60x80 inches big
9. A building used for regular reception, accommodation or lodging of travelers and
tourists and the provision of services incidental thereto for a fee.
10. Room that is sold at low rate but usually short of standard facilities.
11. A portable bed.
12. – 15. The categories of hotels according to Philippine Department of Tourism
accreditation (In order)

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ANSWER KEY 1.1-1
1.Tourist Inn
2. Standard Room
3. Connecting Rooms
4. Resort
5. Double/Double
6. Suite
7. Sofa bed
8. Queen
9. Hotel
10. Economy
11. Roll away
12 – 15. Economy
Standard
First Class

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Room Rate Designations
1. compare and contrast room rate designations
2. identify factors affecting room rates
Other than availability, price is among the key factors considered by potential
guests. And since every reservations inquiry is an opportunity for a hotel to sell its
rooms, it is important for reservations and sales staff to understand price rate
designations for different guest segments or conditions, to make the sale profitable for
the hotel while persuading guests that they made a good deal. In this lesson, we will
discuss the common room rate designations.
• Rack rate Highest published rate a hotel charges for a specific room
• Corporate rate Widely accepted as the transient target rate for most hotels;
typically reflects 10-20% off of the rack rate Corporate Accounts – companies or
institutions usually with special credit arrangement with the hotel.
• Volume account rates Also called preferred rates, corporate rate is further
discounted in exchange for a guaranteed number of room nights within specific time
frame (monthly, quarterly, or yearly)
• Government rate Rates that match the per diem of this group
Per diem – rate set by government agencies reimbursable by their traveling
employees
• Seasonal rates Based on demands due to weather or the operation of a
nearby attraction
Weekday/ weekend rates Based on demands during certain days of the week.
• Industry rate Discounted rates extended to those who work in the travel
industry (travel agents, employees from other hotels, meeting planners, etc.)
• Advance purchase rates Adopted from the airline industry; offers a greater
discount based on number of days in advance it is booked (Guaranteed
reservation) • Walk-in rate Rate set each night based on the remaining
unoccupied rooms. Remaining rooms, ___ Walk-in rate
• Premium rates Applied to any room that offers something “extra” (E.g. Rooms
with special view)
• Half-day rates Assigned based on half of the rack rate to a room not used for
the entire night (E.g. Airport hotels)
• Package rates

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Bundling – packaging the hotel room with another service or amenity often
pricing the package less than the cost of purchasing the items separately (E.g. Meal,
vacation and meeting)
• Per person rate Preset amount for each additional occupant

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SELF CHECK 1.1-2
TRUE OR FALSE? Write ‘T’ if the statement is true. Otherwise, write ‘F’.
_____ 1. Weekday/weekend rate is based on demands due to weather or the operation

of a nearby attraction.
_____ 2. Weekend rates apply from Fridays to Sundays.

_____ 3. Rack rate is highest published rate a hotel charges for a specific room.
______ 4. Corporate rates are companies or institutions usually with special credit
arrangement with the hotel.
_____ 5. Walk-in rate is the amount for each additional occupant.

______ 6. People who work in the travel industry may be given ‘industry rate’ discount.
_____ 7. Package rate is applied to any room that offers something “extra”.
______ 8. Group rates are typically higher than transient rates because they provide
revenue to catering and outlets.

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ANSWER KEY 1.1-2
1.F
2. F
3. T
4. F
5. F
6. T
7. F
8.F

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LEARNING OUTCOME 2
RECORD DETAILS OF RESERVATION
ASSESSMENT CRITERIA:
1. Complete customer details are accurately recorded in the system
2. Guest profile or history if available, is checked and used to in making the
reservation
3. Special requests are clearly recorded in accordance with established
requirements
4. Reservation details of customer bookings are completed, explained and
confirmed to the customer
5. Reservations are filed according to property standards
6. Documents and other materials are prepared and issued to the customer in
accordance with the requirements of the specific reservation
CONTENTS:
1. Telephone Manners and Communication Guidelines
2. Receiving Reservations Calls
CONDITIONS:
• Contextual Learning Area
• Practical Learning Area: Reservations Workstation
2. EQUIPMENT
• Computer , desktop or laptop, with Property Management System installed
• Telephone
• Pen
• Whiteboard
• Reservations Forms

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METHODOLOGIES:
1. Lecture
3. Demonstration
4. Observation
ASSESSMENT METHODS:
1. Written Exam
2. Oral Questioning
3. Role-play
4. Demonstration
5. Observation

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LEARNING EXPERIENCES
Learning Outcome 2
Record Details of Reservation

1. Read Information Sheet In this Learning Outcome, you will
1.2- 1 – Telephone Manners learn how to respond to
and Communicationreservations calls and record
Guidelines details. In doing so, ensure that
you apply conversation manners
2. Answer Self Check 1.2-1
and telephone etiquette. Read each
Compare answer with Answer
Information Sheet and answer the
Key 1.2-1
Self Check that follows. Some
learning activities may require you
to perform a task or job which the
trainer will evaluate based on the
Performance Criteria Checklist.
3. Read Information Sheet This is a role-playing task. Work
1.2- 2 – Receiving with a partner who will pretend as
Reservations Call the caller.
Compare answer with Answer
Key 1.2-2
5. Perform Task Sheet 1.2-
2A – Reservations: Card This is a role-playing task. Work
Payment Have your with a partner who will pretend as
performance evaluated the caller. After doing all the
according to the Performance activities of this LO, you are now
Criteria Checklist 1.2-2A ready to proceed to LO 3: Update
6. Perform Task Sheet 1.2- reservations
2B – Reservations: Charge to
Company Have your
performance evaluated
according to the Performance
Criteria Checklist 1.2-2B

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Telephone Manners and Communication Guidelines
1. recognize phraseology acceptable during telephone discourse
2. apply appropriate manners when communicating with others
Working at the front desk would involve communicating with people most of the
time. Since a reservations call is the first contact that a potential guest may have with
the hotel, it could hint an impression of the hotel’s service. Either with guests or
colleagues, it is essential to apply practice communication etiquette all the time. This
lesson will provide guidelines when communicating with others to make sure that the
message gets across correctly and pleasantly.
TELEPHONE MANNERS
1. Ready pad and pencil. Answer promptly, if possible on the first ring.
2. Lift the receiver only if you are ready to talk.
3. Speak clearly and distinctly. Use a slightly rising inflection to soften the tone.
4. Answer calls with proper greeting.
“ABC Hotel, how may I help you?” (For incoming calls)
“Front desk, good morning. May I help you?” (For house or guest room calls)
NOT: “Hello?”
5. Be attentive.
6. Never interrupt while the other party is speaking.
7. Indicate your presence with expressions like “I see…” “yes sir…”
8. Avoid slang words (“yeah”)
9. Speak in the language which you are addressed – English for English.
10. Be friendly but not over familiar or too casual.
11. Be tactful when screening calls.
“May I know who’s calling please?” NOT: “Who’s this?” nor “Who’s calling?”
12. Be helpful and accommodating.
13. When called party is not available: “I’m sorry he’s in a meeting. Perhaps I can help
you, sir.”
If you cannot help the caller with some information, explain why. “I’m sorry I
don’t have this information. May I transfer you to…?”
14. If you need time to search for an information: “Ma’am, please hold the line while I
check with …”
15. Do not make anyone wait for long. GET THEIR NUMBER, TELL THEM YOU WILL
CALL THEM BACK.
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16. Never leave the switchboard unattended. When you leave your desk, leave a
message on your whereabouts.
17. Never listen to private conversations nor divulge confidential information.
COMMUNICATION GUIDELINES
Communicating with Clarity
• Pronounce word correctly. Don’t mumble or slur words.
• Use normal conversation tone.
• Be spontaneous. Avoid prolonged pauses between words.
• Use simple language; avoid technical jargon.
Wrong: “Don’t worry Mr. Smith, I blocked you into a double/double”
Correct: “Don’t worry Mr. Smith, I reserved your preferred room type, a room with
two beds”
• Stress words that need to be emphasized.
“I will meet Mr. Guest at Terminal 2, not in NAIA?”
“Please note: Meeting place is at Shangri-La Hotel, not Shangri-La Plaza at
9:00AM
• Seek for confirmation.
“Let me just repeat your message: you will be meeting with Mr. Santos at Shangri-
La Hotel lobby at 9:00AM. Did I get you right sir?”
• Elaborate general terms Instead of:
“This is a safe resort for your accommodation.”
“You need not worry because the hotel is fully guarded by well-trained security
round the clock.”
General: “This is a perfect room for you.”
“I suppose this room is just right for you. It is spacious and complete with
amenities and has the beautiful view of the bay”
• Be conscious and cautious of words with double meaning.

“We serve heavy breakfast fit for a heavy executive like you.”
Sender probably means high caliber but the guest may interpret “heavy” as fat,
gluttonous eater.
Communicating with Credibility

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• Show poise and confidence by direct eye contact and erect posture. Exude with
charm.
• Be prepared to give satisfactory answers to guest inquiries; know as much
information on hotel products, services, and promo.
• Should there be inquiry that is not familiar to you, be honest BUT NEVER SAY: “I
don’t know”
• Present the positive features and benefits of the product/services but be honest
about its limitations.
“The standard rooms are less expensive but not as spacious and as elegant as
the de luxe rooms.”
• Don’t exaggerate.
Instead of saying: “Our suites are the best.”
“You’ll find our suites very convenient. It is spacious and well furnished.”
• Your verbal and non-verbal message must match.
• Support the critical points with facts so the receiver will have the impression that
you know what you are talking about.
Communicating with Sensitivity
Every guest is a person with feelings and self-esteem.

• Avoid direct language in soliciting information, making orders or giving instruction
“May I have your name?”
“Kindly sign in the form.”
“I’m sorry for the inconvenience.”
“Would you mind to pay in cash instead?”
“Please come on time.”
• Avoid arguments. Acknowledge, then explain your point.

“I see your point.” “Your point is well taken.” “What will you suggest for us to
improve our…?”
• Acknowledge comments received no matter how unreasonable it may sound. Thank
the guest for any positive suggestion.
• Avoid statements that will hurt ego:
“You are quite demanding.” (Insulting)
“What kind of taste do you have?” (Put down statement)
“That sounds stupid.” (Critical remark)
“No, I cannot accommodate your request.” (Outright denial)

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• If you are to deny a request, EMPATHIZE first, then EXPLAIN convincingly, and
OFFER ALTERNATIVES, if any.
• Spot needy signals to respond even without a request.
“You don’t seem alright. May I help you?”
• Listen more than you talk.
• Use positive strokes – words or gestures that make someone feel valued and
important.

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Self-Check 1.2-1
Self-Check 1.2-1
YES OR NO? Identify whether or not the following phrases or instances are
acceptable when communicating with others. If acceptable, write ‘YES’.
Otherwise, indicate ‘NO’.
1. “I’m sorry he’s not available at the moment. How may I help you?”
2. “We have the best rooms.”

3. “Please wait”
4. “May I have your name?”
5. “Sorry, I don’t know”
6. “ABC Hotel, Hello?”
7. “What? Again?”
8. “yes sir…”

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Answer Key 1.2-1
1.YES
2. NO
3. NO
4. YES
5. NO
6. NO
7. NO
8. YES

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Receiving Reservations Calls
1. memorize the ICAO Alphabet
2. demonstrate how to take a reservations call
3. prepare an Individual Reservations Form
Every reservation inquiry is an opportunity for the hotel to sell its rooms and
once a caller agrees on the room and rate offered by the agent, a sale is almost made.
The next important thing therefore is to make sure that complete information about
the reservation and the guest are accurately obtained and recorded. This is to ensure
that room availability is managed efficiently and the guest’s requirements are clearly
noted and communicated to other hotel departments. This lesson prescribes
phraseologies and a sequence of asking information from the caller during a
reservations call.
THE ICAO PHONETIC ALPHABET
The International Civil Aviation Organization (ICAO) phonetic alphabet is the

most widely used radiotelephonic spelling alphabet. Code words are assigned to the
letters of the English alphabet, so that critical combinations of letters and numbers
can be pronounced and understood by those who exchange voice messages by radio or
telephone regardless of language barriers or the quality of the communication channel.
A Alpha (AL-fah) N November (noh-VEM-ber)

B Bravo (BRAH-VOH) O Oscar (OS-kah)
C Charlie (CHAR-lee) P Papa (pah-PAH)
(SHAR-lee)
1 One (WUN) 6 Six (SIKS)
D Delta (DELL-tah) Q Quebec (KE-bek)
2 Two (TOO) 7 Seven (SEV-en)
E Echo (eck-oh) R Romeo (ROH-mee-oh)
3 Three (TREE) 8 Eight (AYT)
F Foxtrot (FOKS-trot) S Sierra (see-ERR-ah)
4 Four (FOW-ER) 9 Nine (NY-ner)
G Golf (GOLF) T Tango (TANG-goh)
5 Five (FIFE) 0 Zero (ZEE-roh)
H Hotel (hoh-TEL) U Uniform (EW-nee-form)

(OO-nee-form)
I India (IN-dee-ah)
FRONT OFFICE V Compiled:
SERVICES NC Date Victor (VIK-tah)
Document No. 1
J Juliet (JEW-lee-et) W Whiskey TESDA(WIS-kee) P a
ge
K Kilo (KEE-loh)
RESERVATIONS X
REZEANX-ray
MARIE S. (EKS-RAY)
Revision #
L Lima (LEE-mah) FERNANDEZ
Y Yankee 01 (YANG-kee)
M Mike (MYK) Z Zulu (ZOO-loo)
HANDLING RESERVATIONS CALL
Reservations Chart/Map – shows specific room numbers and their availability
for specific dates. Helps determine whether or not reservations can still be accepted for
a certain date.
Reservations Form/Card – contains details of each booking.
Confirmation Notice – maybe sent to the booking party as a contract or written

evidence of agreement
Procedure Pharaseologies
1. Greet and offer assistance “ABC Hotel Reservations. How may I help
you?”
2. Ask for:
 arrival and departure date “For what date/s ma’am?”
 duration of stay “…until when?”
 number of guests “How many guests are staying?”
3. Check the Reservations Chart “One moment please…”
4. Offer available rooms. Mention room rate “Thank you for waiting. We have a
and inclusions. Double Deluxe room available for $120
per night, inclusive of breakfast for two.
Would you like that?”
5. If the caller agrees with the terms, you may “May I have the name of the guest?”
start filling out a Reservations Form. Ask for The ICAO Phonetic Alphabet may be
the name of guest (Last name, First name, MI, helpful to clarify any confusion on
Title. For man and wife, ‘M/M’) spellings
6. contact details “May I know your contact number?” “May
I have an e-mail address?”
7. terms of payment/billing
IF the caller is PAYING THROUGH CARD: ask “How would you like to settle the bill?”
for card details (card name, card number, and
expiry date)
IF caller wants the BILL TO BE PAID BY HIS
COMPANY: check in the credit list if the
company has Commercial Credit.
IF company HAS credit line, ask for a Letter of
Authorization from the company
IF company HAS NO credit line: company may “Ma’am, since your company has no
be asked to make a deposit and send a letter of existing credit account with us, we’d like
guarantee to request a deposit and a letter of
guarantee from the company. Could you
please have this letter before checking
in?”
8. Validate all information “We wish to confirm the reservation for
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Mr. and Ms. Guest, from March 10-15, for
a double De Luxe room at $120 per night.
They are expected to arrive on March 10
at 22:00H. The bill shall be charged to
their company’s Commercial Account. Are
all details correct? ”
9. Give instructions about the Confirmation “Please expect the booking confirmation
Notice in your email within 24 hours. Please
sign and send it back to us to guarantee
the reservation.”
10. Offer further assistance “Is there anything else I can help you
with?”
11. Thank the caller “Thank you for calling. Have a nice day.”
SELF CHECK 1.2-2
Fill-out the table with the ICAO Phonetic Alphabet.
A N
B O
C P
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D Q
E R
F S
G T
H U
I V
J W
K X
L Y
M Z
ANSWER KEY 1.2-2
A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec

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E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whiskey
K Kilo X X-ray
L Lima Y Yankee
M Mike Z Zulu
TASK SHEET 1.2-2A
TITLE: RESERVATIONS: CHARGED TO CARD
Performance Objective:
By performing this task, you should be able to:
1. demonstrate how to process a reservations call that prefers card as
the mode of payment

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2. fill-out a reservations form completely and accurately
Equipment:
Computer with PMS, Telephone
Tools:
Pen, Reservations Form, Sample room rates flyer
Steps/ Procedure:
1. Prepare pen and paper
2. Pick the handset promptly
3. Greet caller by identifying hotel
4. Offer assistance
5. Ask for arrival date
6. Ask for departure date or duration of stay
7. Ask for number of guests
8. Check the Reservations Chart
9. Inform the caller of available room/s
10.Inform the caller of the room rate
11.Ask for Guest Name
12.Ask for Contact Number
13.Ask for Email Address
14.Ask for Payment/Billing Terms
15.Ask for Credit Card Name
16.Ask for Card Number
17.Ask for Expiry Date
18.Verify Guest name
19.Verify Arrival date
20.Verify Departure date/duration
21.Verify Room type
22.Verify Room rate
23.Verify Payment terms
24.Give instructions on Confirmation Notice
25.Offer further assistance/other details
26.Thank the caller
27.Accomplish/review the Reservations Form
28.Complete the task within five (5) minutes

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Assessment Method:
Role-play / Demonstration
PERFORMANCE CRITERIA CHECKLIST

TASK SHEET 1.2-2A
RESERVATIONS: CHARGE TO CARD
Trainee: _____________________________________ Date: _____________

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CRITERIA YES NO
1. Pen and paper was prepared
2. Telephone was answered within 3 rings
3. The hotel was identified
4. Assistance was offered to the caller
5. Caller was asked for the arrival date
6. Caller was asked for departure date or duration of stay
7. Caller was asked for number of guests
8. The Reservations Chart was checked
9. Caller was informed of available room/s
10.Caller was informed of the room rate
11.Caller was asked for Guest’s Name
12.Caller was asked for Contact Number
13.Caller was asked for Email Address
14.Caller was asked for Payment/Billing Terms
15.Caller was asked for Card Name
16.Caller was asked for Card Number
17.Caller was asked for Expiry Date
18.Guest name was verified
19.Arrival date was verified
20.Departure date/duration was verified
21.Room type was verified
22.Room rate was verified
23.Payment terms was verified
24.Instructions on Confirmation Notice were given
25.Further assistance was offered
26.Caller was thanked
27.All details on Reservations Form are correct
28.The task had been completed within 5 minutes
Comments/Suggestions
Trainers Signature ___________________________ Date _________________

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TASK SHEET 1.2-2B
Title: RESERVATIONS: CHARGE TO COMPANY
1. demonstrate how to process a reservations call that prefers ‘charge to
company’ as the billing term
Equipment: Computer with PMS, Telephone
Tools: Pen, Reservations Form, Sample room rates flyer
Steps/Procedure
1. Prepare pen and paper
2. Pick the handset promptly
3. Greet caller by identifying hotel
4. Offer assistance
5. Ask for arrival date
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6. Ask for departure date or duration of stay
7. Ask for number of guests
8. Check the Reservations Chart
9. Inform the caller of available room/s
10.Inform the caller of the room rate
11.Ask for Guest Name
12.Ask for Contact Number
13.Ask for Email Address
14.Ask for Payment/Billing Terms
15.Ask for Company Name
16.Check Credit List
17.Request for a Letter of Authorization
18.Verify Guest name
19.Verify Arrival date
20.Verify Departure date/duration
21.Verify Room type
22.Verify Room rate
23.Verify Payment terms
24.Give instructions on Confirmation Notice
25.Offer further assistance/other details
26.Thank the caller
27.Accomplish/review the Reservations Form
28.Complete the task within five (5) minutes
Assessment Method: Role-play / Demonstration

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TASK SHEET 1.2-2B
RESERVATIONS: CHARGE TO COMPANY

Trainee: _________________________ Date: ________________
CRITERIA YES NO
1. Pen and paper was prepared
2. Telephone was answered within 3 rings
3. The hotel was identified
4. Assistance was offered to the caller
5. Caller was asked for the arrival date
6. Caller was asked for departure date or duration of stay
7. Caller was asked for number of guests
8. The Reservations Chart was checked
9. Caller was informed of available room/s
10.Caller was informed of the room rate
11.Caller was asked for Guest’s Name
12.Caller was asked for Contact Number
13.Caller was asked for Email Addres
14.Caller was asked for Payment/Billing Terms
15.Caller was asked for name of the company
16.Company was checked from the Credit List
17.Letter of Authorization was requested from the calle
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18.Guest name was verified
19.Arrival date was verified
20.Departure date/duration was verified
21.Room type was verified
22.Room rate was verified
23.Payment terms was verified
24.Instructions on Confirmation Notice were given
25.Further assistance was offered
26.Caller was thanked
27.All details on Reservations Form are correct
28.The task had been completed within 5 minutes
Trainer’s Signature ___________________________ Date: ________________

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LEARNING OUTCOME 3
UPDATE RESERVATIONS
1. Payments and deposits 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.
CONTENTS:
1. Amendments in and Cancelation of Reservations
CONDITIONS:
2. EQUIPMENT
• Speakers / earphones
• Pen • Whiteboard
• Reservations Forms
METHODOLOGIES:
1. Lecture
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3. Demonstration
ASSESSMENT METHODS:
1. Written Exam
2. Oral Questioning
3. Demonstration
4. Observation
Learning Outcome 3
UPDATE RESERVATIONS

1. Read Information Sheet 1.3- 1 In this Learning Outcome, you will
– Amendments in and Cancelation learn how to record changes in or
of Reservations cancel reservations. Read each
Information Sheet and answer the
Self Check that follows. Some
Compare answer with Answer Key
learning activities may require you to
1.3-1
perform a task or job which the
trainer will evaluate based on the
Performance Criteria Checklist.
3. Perform Task Sheet 1.3-1A – This is a listening activity. Ask your
Listening: Reservations Call 1 Have trainer to assist you while
your output evaluated according to performing the task. Submit an
the Performance Criteria Checklist
accomplished reservations form at
1.3-1A
the end of this activity.
4. Perform Task Sheet 1.3-1B – This is a listening activity. Ask your

Listening: Reservations Call 2 Have trainer to assist you while
your output evaluated according to performing the task. Submit an
the Performance Criteria Checklist
accomplished reservations form at
1.3-1B
the end of this activity.
After doing all the activities of

this LO, you are now ready to
proceed to LO 4: Advise others on
details of reservation.

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Amendments in and Cancelation of Reservations

1. identify the types or statuses of reservations
2. identify the factors to be considered before effecting changes on a reservation
3. record changes on a reservation
Occasionally, guests may have some details on their reservations changed and
sometimes they may even have the reservation cancelled altogether. Hotels allow these
changes depending on several factors. In this lesson, we will discuss how reservations
are updated, amended, or cancelled.
TYPES OF RESERVATIONS
• Regular / Tentative – an agreement to hold a room until cutoff time.
• Confirmed – applies when the guest has agreed to the reservation terms (date, room
type, rate, payment, and others) usually in writing
• Guaranteed – agreement where the hotel holds a room for the guest until the guest
arrives assured by credit card, or corporate account, or by pre-payment.
The Six o’clock Policy: The guest is required to arrive not later than 6:00PM of
arrival date. Otherwise, the hotel has the right to release the reservation to other
guests.
AMENDMENTS IN RESERVATIONS
1. Before allowing changes, …CHECK ROOM AVAILABILTY ON AFFECTED DATES
2. Retrieve RESERVATION FORM, mark applicable change/s:
• Extended Stay – change: DEPARTURE DATE
• Early Departure – change: DEPARTURE DATE
• Room Change • Early Arrival – change: ARRIVAL DATE

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3. Update entry in related charts or computerized system
CANCELLATION OF RESERVATIONS
1. Check if cancellation is still possible

2. Retrieve RESERVATION FORM, mark as ‘Cancelled’
3. Cross or erase entry in the Reservations Chart as well as in the Daily Arrival List OR
Update the record as ‘cancelled’ in a computerized system

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Self-Check 1.3-1
TRUE OR FALSE? Write ‘T’ if the statement is true. Otherwise, write ‘F’.
__________1. When a guest requests for early arrival, you need to change the arrival
date of the original reservation.
__________ 2. The 6 o’clock Policy means that an unconfirmed guest should arrive
earlier than 6:00PM. T
___________3. Reservations may be amended immediately.
___________4. Extended stay will require amending the arrival.
___________5. The 6 o’clock Policy applies to guaranteed guest.

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Answer Key 1.3-1
1. T
2. T
3. F
4. F
5. F

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TASK SHEET 1.3-1A
Title: LISTENING: RESERVATIONS CALL 1

1. interpret details of a reservations call
Equipment:
Computer, Desktop or Laptop with media player
Multimedia speakers / earphones
Tools:
Pen, Reservations Form
Steps/ Procedure
1. Prepare pen and draft paper to take notes.
2. Ask your trainer for the audio file: Hotel Reservation 01.mp3.
3. Once ready, play the file on a media player and listen to the recorded telephone
conversation, taking down details as you do so.
NOTE: To exercise your listening skill, it is recommended to listen to the entire
conversation without pausing and rewinding to select portions.
4. Refer to your notes in filling out a Reservation Form.
5. Have your trainer evaluate the accomplished Reservation Form.
Assessment Method:
Written Demonstration

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TASK SHEET 1.3-1A
Trainee: _______________________ Date:_____________
CRITERIA YES NO
1. Surname is spelled correctly
2. First Name is spelled correctly
3. Booking Person is spelled correctly
4. Contact Number is correct
5. Arrival Date is correct
6. Arrival Time is correct
7. Departure Date is correct
8. Guest Type is correct
9. Special arrangements on room (type and feature) are correct
10.Special arrangements on meal (Date, quantity, time) are
correct
11.Room Type is correct
12.No. of Pax is correct
13.Room Rate is correct
14.Reservation avenue is marked
15.‘Received by’ is indicated
16.Task was completed on first attempt
Trainer’s Signature ___________________ Date _________________

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TASK SHEET 1.3-1B
Title: LISTENING: RESERVATIONS CALL 2
1. interpret details of a reservations call
3. record reservations amendment correctly
Equipment:
Computer, Desktop or Laptop with media player
Multimedia speakers / earphones
Tools:
Pen, Reservations Form
Steps/ Procedure
1. Prepare pen and draft paper to take notes.
2. Ask your trainer for the audio file: Hotel Reservation 02.mp3.
3. Once ready, play the file on a media player and listen to the recorded telephone
conversation, taking down details as you do so.
NOTE: To exercise your listening skill, it is recommended to listen to the entire
conversation without pausing and rewinding to select portions.
4. Refer to your notes in filling out a Reservation Form.
5. Have your trainer evaluate the accomplished Reservation Form.
Assessment Method:
Written Demonstration

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TASK SHEET 1.3-1B
LISTENING: RESERVATIONS CALL 2
Trainee: ____________________________ Date: __________
CRITERIA YES NO
1. Surname is spelled correctly
2. First Name is spelled correctly
3. Booking Person is spelled correctly
4. Arrival Date is correct
5. Departure Date is correct
6. Special Arrangements on meal (meal type and quantity)
are correct
7. Special Arrangements on wakeup call (date and time) are
correct
8. Types of rooms originally reserved are correct
9. Amendment to the reservation is correct
10.Reservation avenue is marked
11.‘Received by’ is indicated
12.Task was completed on first attempt
Trainer’s Signature ______________________ Date _________________
LEARNING OUTCOME 4
ADVISE OTHERS ON RESERVATION DETAILS

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1. General and specific customer requirements and reservation details are
communicated to appropriate departments and colleagues
2. Follow up on customer request and ensure that all specific requirements in
his reservation details are addressed prior to guest arrival.
CONTENTS:
1. Overview of Front Office
CONDITIONS:
2. EQUIPMENT
• Speakers / earphones

• Pen
• Whiteboard
• Logbook
4. TRAINING MATERIALS • Competency-based Learning Material
METHODOLOGIES:
1. Lecture
ASSESSMENT METHODS:
1. Written Exam
2. Oral Questioning
3. Demonstration
4. Observation

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Learning Outcome 4
ADVISE OTHERS ON RESERVATION DETAILS

1. Read Information Sheet 1.4- 1 – In this Learning Outcome, you will learn
Overview of Front Office how the different functional divisions
impact each other. Read each
Information Sheet and answer the Self
Check that follows.
2. Answer Self Check 1.4-1 This is the last Learning Outcome of

Compare answer with Answer Key the competency: Receive and Process
1.4-1 Reservations. You may now prepare
for the Institutional Assessment

Overview of Front Office

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1. identify and describe the different hotel functional divisions
2. contrast ‘Front Office’ and ‘Front Desk’
Just like in other organizations, a hotel is composed of several units responsible

for specific areas of operations. Front desk employees work closely with other
departments across the organization and often orchestrate the delivery of services
required by guests in the duration of their stay. Therefore, it is important for future
hoteliers to understand these functional units discussed in this lesson.
HOTEL FUNCTIONAL DIVISIONS

1. Rooms Division
2. Food and Beverage
3. Administrative Division: Human Resources, Accounting, Engineering/
Maintenance, Security, etc.
‘Front of the House’ – frontline divisions situated in guest contact areas

‘Back of the House’
Rooms Division
The “nerve center” for most of a hotel’s operations; the area most responsible for the
hotel’s main product: Sleeping Rooms
Departments under Rooms Division:

• Front Office
• Housekeeping
• Reservations
• Night Audit
Housekeeping – cleans and prepares guest rooms and maintains common areas of the
hotel
Reservations – also referred to as transient room sales; strives to book individual
reservations
Night Audit – reconciles the hotel’s daily financial transactions and other activities for
reporting purposes.
Front Office
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Two Main Areas:
1. Front desk
2. Uniformed Services
Front desk – manages in/outflow of guests on a daily basis; often called the “hub”
Uniformed Services – sometimes referred to as guest services
Areas of uniformed services:

• Bell stand
• PBX
• Valet parking/Garage
• Shuttle driver
• Concierge
• Doorpersons
Self-Check 1.4-1
IDENTIFY. Provide what is being asked.

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1. These are frontline divisions situated in guest contact areas
2. It manages inflow/outflow of guests on a daily basis
3. It is the “nerve center” for most of a hotel’s operations
4. It is sometimes also referred to as ‘transient room sales’
5. It reconciles the hotel’s daily financial transactions and other activities for reporting
purposes.
6. – 8. List the Hotel Functional Divisions
Answer Key 1.4-1

1.Front of the house
2. Front desk
3. Rooms Division
4. Reservations
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5. Night Audit
6-8. Rooms, Food and Beverage & Administration
Resources
Banff Lodging Co. http://www.bestofbanff.com/fox-hotelsuites/hotel-room.html

(accessed March 30, 2017)
Bellagio Las Vegas. https://www.bellagio.com/en/hotel/presidentialsuite.html
(accessed March 30, 2017)
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FERNANDEZ 01
Firdaus, A.“Front Office Terminology”. Indonesia.
https://hotelterminology.wordpress.com/2011/04/23/frontoffice-terminology/
(accessed January 10, 2017)
Four Seasons Atlanta http://www.fourseasons.com/atlanta/accommodations/suites/
presidential_suite/(accessed March 30, 2017)
Hard Rock Hotel Orlando https://www.hardrockhotels.com/orlando/downtown-
roomssuites.htm (accessed March 30, 2017)
Hilton Hotels and Resorts http://www3.hilton.com/en/hotels/california/hilton-san-
joseSJCSHHF/event/index.html (accessed March 30, 2017)
https://www.hotelcontractbeds.co.uk/blog/2011/05/a-rollawaybed-to-accommodate-
guests-during-the-summer-holiday (accessed March 30, 2017)
Hotel Granvia Hiroshima http://hgh.co.jp/english/rooms/std_single.html (accessed
March 30, 2017)
Ismail, A. “Front Office: Management and Operations”. Singapore: Cengage Learning
Asia Pte. Ltd., 2010 Juhász, L.“Hotel Operations Management Glossary”. Hungary:
Hotel 2022. www:hotel2022.hu/hotel2022/szakmai-oneletrajz (accessed January 10,
2017)
Kalahari Resorts and Convention
https://www.kalahariresorts.com/ohio/roomsreservations/guest-rooms-
suites/hospitality-suite (accessed March 30, 2017)
http://www.made.com/haru-single-sofa-bed-woodland-brown (accessed March 30,
2017)
https://www.pinterest.com/impiyake/murphy-beds/(accessed March 30, 2017)
http://portablebed.info/Rollaway-Bed.html (accessed March 30, 2017)
http://richardkeatingarchitecture.com/cool-king-bedmeasurements-design/standard-
king-size-bed-measurementsdigihome-simple-house-designs-and-ideas/(accessed
March 30, 2017)
Roldan, A. “Introduction to Hotel and Front Office Operations”. Manila,Philippines: AR
Skills Development and Management Services, Inc., 2008
Setup My Hotel. “Key terms or jargons used in hotel Front office department”.
http://setupmyhotel.com/train-my-hotelstaff/front-office-training/136-key-terms-
used-in-frontoffice.html (accessed January 10, 2017)
Swiss Diamond Hotel
http://sdhprishtina.com/accommodation/rooms/348/deluxetwin-room (accessed
March 30, 2017)
The Rundle Stone Lodge. http://www.rundlestone.com/roomssuites/kitchenette-
jacuzzi-suites/ (accessed March 30, 2017)

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COMPETENCY-BASED LEARNING MATERIAL

Qualification Title : Front Office Services NC II

Unit of Competency : Receive and Process Reservations

Module Title : Receiving and Processing Reservations

ILIGAN MEDICAL CENTER COLLEGE

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

Welcome to the module in FRONT OFFICE SERVICES NC II QUALIFICATION.

You are required to go through, a series of learning activities in order to

This module is prepared to help you achieve the required competency, in

COMPETENCY-BASED LEARNING MATERIALS

No. Unit of Competency Module Title Code

4. Conduct Night Audit Conducting Night Audit TRS5123108

Provide Club Reception Providing Club Reception

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

UNIT OF COMPETENCY : Receive and Process Reservations

NOMINAL DURATION : 442 HRS

CERTIFICATE LEVEL : Front Office Services NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the students/trainees must be able to:

LO 1. Receive reservation request

1. Customer making a reservation is acknowledged using property standards

1. Customer making a reservation is acknowledged using property

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

In this Learning Outcome, you

4. Answer Self Check 1.1-2 Compare answer

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

Accommodation Types and Guest Rooms

HOTELS AND ACCOMMODATION FACILITIES

Categories of Hotels Based on Philippine DOT Accreditation

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

A. According to Number and Type of Beds and Layout

a. Single Room – single bed, one person

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

b. Twin Room– two single beds

c. Double Room – one double/matrimonial bed, for two persons

f. Quadruple – for 4 people, may have 2 beds or more

h. King Room – has a king-size bed, occupied by 1 or 2 people.

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

B. According to Price and Facilities and Amenities

a. Economy – economical rate, usually short of standard facilities.

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

Required Standard Room Amenities

• Makeup and DND sign

• Night table and table lamp

• Thermo jug with 2 covered glasses

• Dresser with vanity mirror

• Garbage Laundry Pricelist and laundry bag

• Garbage bin with plastic liner

• Air condition unit

Types of Hotel Suites

A. Junior/Mini Suite – room with a small lounge.

C. Penthouse Suite – usually on the penthouse or top floor.

D. Executive Suite – suite with facilities and amenities of superior quality.

E. Hospitality/Presidential Suite – includes a function room for entertaining guest’s visitors.

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

IDENTIFICATION. Provide what is being asked.

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

FRONT OFFICE SERVICES NC Date Compiled: Document No. 1

_____ 1. Weekday/weekend rate is based on demands due to weather or the operation

Trainee: _________________________ Date: _

Trainers Signature ___________ Date _

Trainer’s Signature ___________ Date:

Trainer’s Signature ___ Date _

Trainee: __________________ Date:

Trainer’s Signature ______ Date _