School name

School Address

Session Plan

Sector : Tourism
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : RECEIVE AND PROCESS RESERVATIONS
Module Title : RECEIVING AND PROCESSING RESERVATIONS
Learning Outcomes:
Upon completion of this module, the trainees must be able to:
1. Receive reservation request
2. Record details of reservation
3. Update reservations
4. Advise others on reservation details
A. Introduction
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 for sale through agents or direct to the consumer. As an introduction:
1.) Emphasize practice of excellent customer service as much as possible
2.) Stress the value of employing 5S in the workplace
B. Learning Activities
LO. 1. Receive Reservation Request
Learning Content Methods Presentation Practice Feedback Resources Time
 Introduction to -Lecture Read information sheet 1,1-1 Answer Self-Check Trainee checks - Receiving &
Reservations -Self-paced on “Introduction to 1.1-1 answers against Processing
(covers receivers of learning Reservations” the answer key Reservations
reservations, CBLM
reservation
systems, sources
and users of
reservations)
 Product -Self-paced Read information sheet 1.1-2 Answer Self Check Trainee checks - Receiving &
Information and Learning on “Product Information and 1.1-2 answers against Processing
Features Features” the answer key Reservations
CBLM
 Determining -Self-paced Read information sheet 1.1-3 Answer Self-Check Trainee checks - Receiving &
Occupancy & learning; on “Determining Occupancy for 1.1-3 answers against Processing
Availability & Availability” the answer key Reservations
CBLM

-Self-paced Refer to Operation Sheet 1.1- Perform Operation Trainee - telephone

learning; 3 on “How to Use the Sheet on “How to evaluates own - Receiving &
Telephone” from Basic Use the Telephone” output using the Processing
CBLM on Participating in (as needed) performance Reservations
Workplace Communication checklist CBLM
(only if necessary)

-Self-paced Refer to Task Sheet 1.1-3 on Perform Task Sheet Trainee - Operation Sheet
learning; “How to Use the Reservation on “How to Use the evaluates own - FO Forms/
Form” Reservation Form” output using the Templates
(1.1-3) performance
checklist

- Demonstration/ Refer to Task Sheet (1.1-3) Perform Task Sheet Trainer - Trainer
Role play “Receive evaluates - FO Forms/
Reservation trainee’s output Templates
Request” (1.1-3) using the - telephone
performance
checklist
 LO. 2. Record Details of Reservation
Learning Content Methods Presentation Practice Feedback Resources Time
 Guest Information -Self-paced Read information sheet 1.2-1 Answer Self-Check Trainee checks - Receiving &
that the FO Clerk learning; on “Guest Information that 1.2-1 answers against Processing
Should Ask the FO Clerk Should Ask” the answer key Reservations
CBLM

- Demonstration/ Refer to Task Sheet (1.2-1) Perform Task Sheet Trainer - Trainer
Role play “Record Details of evaluates - FO Forms/
Reservation” trainee’s output Templates
(1.2-1) using the - telephone unit
performance
checklist

 General & Specific - Self-paced Read information sheet 1.2-3 Answer Self-Check Trainee checks - Receiving &
Customer learning on “General & Specific 1.2-3 answers against Processing
Requirements Customer Requirements” the answer key Reservations
CBLM

LO. 3. Update Reservations

Learning Content Methods Presentation Practice Feedback Resources Time
 Financial Status of - Self-paced  Read information sheet Answer Self-Check Trainee checks - Receiving &
the Reservation learning 1.3-1 on “Financial 1.3-1 answers against Processing
Status of the the answer key Reservations
Reservation” CBLM
  Amendments or - Self-paced Read information sheet 1.3-2 Answer Self-Check Trainee checks - Receiving &
Cancellations learning; on “Amendments or 1.3-2 answers against Processing
Cancellations” the answer key Reservations
CBLM

- Demonstration/ Refer to Task Sheet 1.3-3 Perform Task Sheet Trainer - Trainer
Role play 1.3-3 “Update evaluates - Computer
Reservations” trainee’s output - FO Forms/
using the Templates
performance - Telephone
checklist

LO. 4. Advise Others on Reservation Details

Learning Content Methods Presentation Practice Feedback Resources Time
 Ensuring Accuracy - Self-paced Read information sheet 1.4-1 Answer Self-Check Trainee checks - Receiving &
of Data learning on “Ensuring Accuracy of 1.4-1 answers against Processing
Data” the answer key Reservations
CBLM

 Advising - Self-paced Read information sheet 1.4-3 Answer Self-Check Trainee checks - Receiving &
Colleagues and learning on “Advising Colleagues and 1.4-3 answers against Processing
Coworkers from Coworkers from Other the answer key Reservations
Other Departments Departments” CBLM

C. Assessment Plan:

Written assessment: Trainee/s will be assessed on their knowledge in receiving reservation request, recording details of reservation, updating
reservations and advising others on reservation details.

Performance assessment: Trainee/s will be assessed while giving a demo on receiving and processing reservations.
D. Trainer’s Self- Reflection of the Session

Prepared by: ________________