7/8

TECHNICAL
LIVELIHOOD AND
EDUCATION
Quarter 1 – Module 2:
FRONT OFFICE SERVICES
TLE Front Office Services – Grade 7/8 (Exploratory Course)
Alternative Delivery Mode
Quarter 1 – Module 2: USE TOOLS, EQUIPMENT AND PARAPHERNALIA
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in
any work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to use
these materials from their respective copyright owners. The publisher and authors
do not represent nor claim ownership over them.

Published by the Department of Education

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

Development Team of the Module

Writers: Jona R. Impang
Editors: Fretch H. Nocete and Rod Ryan G. Eturma
Reviewers: Amalia C. Caballes EPS – TLE/EPP and Sally A. Palomo, EPS-LRMS
Illustrator: Ivy E. Manisan and Josephine M. Acudo
Layout Artist: Rod Ryan G. Eturma
Management Team: Allan G. Farnazo, CESO IV - Regional Director RXII
Gilbert Barrera, CLMD Chief
Arturo B. Tingson - Regional EPS In Charge of LRMS
Peter Van C. Ang-ug ADM Coordinator
Juliet F. Lastimosa, CID Chief
Sally A. Palomo, EPS In Charge of LRMS
Gregorio O. Ruales ADM Coordinator

Printed in the Philippines by ________________________

Department of Education – Region XII

Office Address: Regional Center, Brgy. Carpenter Hill, City of Koronadal

Telefax: (083) 2288825/(083) 2281893
E-mail Address: region12@deped.gov.ph
 7/8

Technology and
Livelihood
Education
Quarter 1 – Module 2:
FRONT OFFICE SERVICES
(Exploratory Course)
Introductory Message
For the facilitator:

Welcome to the TLE Front Office Services Grade 7/8 Exploratory Course Alternative
Delivery Mode (ADM) Module.

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.
For the learner:

Welcome to the TLE Front Office Services 7/8 Alternative Delivery Mode (ADM)
Module.

The hand is one of the most symbolized parts 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 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!
 Lesson
Use Tools, Equipment and
2 Paraphernalia

What I Need to Know

Hello everyone! In this module, you will learn independently on the usage of
tools, equipment, and paraphernalia in front office services.

The lesson comes with activities designed to measure your progress. You must
answer each to the best of your ability and be honest as you can. Hopefully, after
learning this module, you will be equipped with knowledge and skill in Front Office
Services.

At the end of this module, you should be able to:

 Use equipment, tools, and paraphernalia based on the specified

task (TLE_HEFS7/8UT-0ab-2)

What I Know

Let us determine how much you already know about equipment, tools, and
paraphernalia according to types and functions.

Directions: Write TRUE if the statement is correct, and FALSE, if it is wrong.

1. Key rack is used to store guest room keys.

2. Card verifier is used to validate and process card payments.
3. Filing cabinet is used to store paper records in document
envelopes.
4. Reservation Form is to used for confirming the guest's booking.
5. Message slip is used to contain all the messages for the guest or
take note of the special request of the guest.
6. Safety Deposit Box is used to store valuables and is being
sealed for the ultimate safety and protection of items.
7. Telephone is used to place and accept bookings through voice
call.
8. Key Card is used to open doors (e.g. in a hotel).
 9. Fax Machine is used for the purpose of online reservation and
communication.
10. Reception desk is usually the place in which guest make the
first impression of the hotel.

What’s In

In your previous lesson, you were taught of the competencies and skills
that a front office staff should possess. In this module, you will be learning
the different equipment, tools, and paraphernalia based on the specified task.
Are you excited for this lesson? You may now proceed with the next activity.

What’s New

Below are tools, equipment and paraphernalia that are commonly used
during check-in.
Activity 1.1 – WHAT AM I?
Direction: Identify the pictures given their usage. Write your answer
on the box provided.
Room Rack Guest Folio Rack Call Accounting System
Credit Card Imprinter Wake-Up Devices

IMAGE DESCRIPTION ANSWER

Used to display all

the rooms in room
order with the status,
1.
room type and
condition of the
room.

Used to make a
2. reminder (alert call)
to the guest
 Used to store guest
folios which are
3.
arranged by guest
room numbers.

Used to copy and

print credit card
4.
information of the
guest

Used to capture,
record, and cost
5.
telephone usage
events

Were you able to identify the pictures given their usage? Good job! Now,
proceed to the next activity.

Activity 1.2 – FILL ME IN!

Direction: Fill in the missing letter to complete the word.
1. _ec_pt_on D_sk – is used to welcome customers that arrive in the
hotel to check in.
2. F_x M_ch_ne – is used to receive of send official documents.
3. K_y C_rd – is used to open guest rooms.
4. C_rd V_rif_er – used to validate and process card payments.
5. G_est F_l_o – is used to contain all transactions of both cash and
credit occurred by each resident guests.
 What Is It

Definition of Terms

Read this information then find out how much you can learn.
Tools used in Front Office Services
A place used to welcome the
guest in a hotel. They can do
transactions here like checking-
in.
1. Reception Desk This is the place where
guests/visitors are being welcomed
and telephone calls are being
answered. The reception desk is
also the place to help the guest with
any queries or problems.

Equipment Needed in Front Office Services

A machine used to print certain
documents in the front office like
guest details and hotel reports.

The computer and printer may

need to be turned on and will
need to be checked to ensure
1. Printer operational readiness. The
standard operating procedure
may require a check to see if the
printer needs to be restocked
with paper and if the print is
legible. Where the print is not
legible, a new toner cartridge
must be inserted.
An electronic device that is used
for registering and computing
transactions which is usually
attached to a drawer for storing
2. Cash Register
cash.

To use, set up your cash register

and plug it in. Then install the
 batteries. Install the receipt
paper. Unlock the drawer and
turn the cash register on and
program your cash register.

An electronic equipment used to

3. Card verifier validate and process card
payments.

An equipment used to copy and

print credit card information of
the guest.

To use this, place the card face

up into the slight recess on the
imprinter. Lay the sales slip
directly over the credit card
facing up. Hold the imprinter
firmly with one hand and slide
the imprinter handle quickly
4. Credit card from one side of the device to
imprinter
another to create an imprint.
Remove the sales slip from the
machine and look over the
information to make sure it is
legible. Enter the total
transaction amount on the sales
slip along with any necessary
information, and give the
customer the “Customer Copy” of
the sales slip and keep the
original copy for your records.
A variety of numbered
compartments used to store
visitor room keys.

5. Key rack
Room numbers are being
arranged properly with the
corresponding room keys for
easier usage.
 An equipment that stores guest
folios which are arranged by
guest room numbers.

Just after the guest entry , the

6. Guest folio front desk clerk create a guest
rack
folio with the inclusion of guest
name, room number, date of
arrival, date of departure, room
rate, guest address, and billing
instruction to the cashier.
An equipment that is used to
accept instant bookings even
when there is no clerk available
at the reservations.

Preparing the fax includes

making sure it is turned on –
7. Fax machine check power switch and lights on
the machine. Any flashing lights
or “error messages” are
investigated and the appropriate
action must be taken. It is
supplied with an adequate
supply of paper. And the toner
must be sufficient.
An equipment used to place and
accept bookings through voice
call.

In using a telephone, dial the

number you wish to call. Press
the mute button. If you wish to
talk, place your finger on the
8. Telephone mute button and press it, but
keep your finger poised over the
button. Speak. When finished
speaking, press the mute button
before you return your finger to
your keyboard. If the call is
continuing, go back to step 3. If
done, press the end button to
end the call.
 An office furniture typically used
to store paper records in
document envelopes.
To organize a filing cabinet,
create a filing system and make
9. Filing Cabinet
a list of files. Create clear and
concise file names. Prepare the
file folders and place it into the
filing cabinet. Set up a system
for filing success.
Used to store valuables and is
being sealed for the
ultimate safety and protection of
items.

When a guest wishes to access

his/her box, the following
procedures must be followed:
 The front desk agent asks
for the guest’s name.
 The agent pulls the
10. Safety Deposit Agreement card and
Box verifies the information to
confirm the guest’s
identity.
 Upon confirmation, the
agent has the guest sign a
Safe Deposit Box Access
Slip.
 If the signature is the
same, the agent signs and
dates the Access slip and
staples it to the Agreement
card.
Is used to display all the rooms
in room order with the status,
room type and condition of the
room.

11. Room Rack

One glance at the room rack will
immediately inform the front
desk agent of the occupancy and
housekeeping status of all
rooms.
 Front desk agent normally use
this information to match
available rooms with guest needs
during the registration process.

A gadget used to make a

reminder (alert call) to a guest.

Guest can also give the wake-up

call request directly to the front
12. Wake-Up office staff at the reception or
Devices
through telephone call. Greet the
guest as per the time and take
down the details on to the wake-
up call logbook/ wake-up call
register.
Is a machine used to capture,
record, and cost telephone usage
events.

13. Call This automatically post call

Accounting records to property management
System systems, allowing the hotel to
track phone calls, bill guests for
phone usage, reduce
telecommunication costs, and
increase guest satisfaction.

Office Paraphernalia

Key Card- a little plastic card which you can use

rather than a key to open a door.

The key card door lock is triggered once the magnetic

strip is read and verified by the hotel door card
reader. As a general rule, the access process is
completed by swiping the card through the magnetic
reader.
Training Resources and Materials

Reservation Form - This is

used by hotels and resorts
to confirm the guest's
booking.

A simple form allows

collecting customer name,
email address, phone
number, arrival date,
number of nights to stay, and
the number of guests to book
a room.

Guest/General Folio – is
used to contain all the
transactions of both cash and
credit occurred by each
resident guests.

Message Slip – is used to

contain all the messages for
the guest or take note of the
special request of the guest.
 What’s More

Activity 1.3 – WHAT’S MY USE?

A. Direction: Suppose, you are now a front office clerk, describe the
use of the different equipment, tools, and paraphernalia. Write your
answer on the space provided.

EQUIPMENT, TOOLS, AND

USAGE
PARAPHERNALIA

1. Key Card

2. Key Rack

3. Filing Cabinet

4. Printer

5. Reservation Form

B. Direction: Match the different tools and equipment to their

corresponding usage.

_____ 1. Guest Folio A. Used for registering and computing

_____ 2. Message Slip
_____ 3. Safety Deposit Box
_____ 4. Telephone
_____ 5. Cash Register
transactions. This is usually attached to
a drawer for storing cash.
B. Used to contain all the messages for the
guest or take note of the special request
of the guest.
C. Used to store valuables and is being
sealed for the ultimate safety and
protection of items
D. Used to contain all the transactions of
both cash and credit occurred by each
resident guests.
E. Used to place and accept bookings
through voice call.
C. Direction: Write the procedures in using the following tools and
equipment. Answer briefly and concisely. Write your answers on
the space provided.

EQUIPMENT, TOOLS, AND

PROCEDURE OF USAGE
PARAPHERNALIA

1. Fax Machine

2. Telephone

3. Safety Deposit Box

4. Key Card

5. Wake-Up Devices
 What I Have Learned

You are now nearing the end of this module. If you are ready, write a
summary of what you have learned from the previous activities. If you need
to learn more, go back and review the activities that you have done.

Activity 1.4 – SUM IT UP!

Why is it necessary that we learn the usage of tools, equipment and
paraphernalia used in front office services?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

What I Can Do

Activity 1.6 – MY SCRAPBOOK OF FRONT OFFICE TOOLS, EQUIPMENT

AND PARAPHERNALIA WITH THEIR CORRESPONDING
USAGE
Direction: Look for pictures of the different front office tools,
equipment, and paraphernalia from magazines or old newspapers. Cut them
out and creatively put them on a long bond paper. For every picture, write
their usage as captions.
 Assessment

Activity 1.7

Directions: Write letter T if the statement is correct, and letter F, if it

is wrong.

1. Reservation Form is used for confirming the guest's booking.

2. Key Card is used to open doors (e.g. in a hotel)
3. Filing cabinet is used to store paper records in document envelopes.
4. Key rack is used to store guest room keys.
5. Message slip is used to contain all the messages for the guest or
take note of the special request of the guest.
6. Safety Deposit Box is used to store valuables and is being sealed for
the ultimate safety and protection of items.
7. Reception desk is usually the place in which guest make the first
impression of the hotel.
8. Card verifier is used to validate and process card payments.
9. Fax Machine is for the purpose of communication but is not used
to received or send official documents.
10. Telephone is used to place and accept bookings through video
call.
 Additional Activities

Congratulations! You’ve come so far to our lesson. I hope you’ve learned

a lot about our lesson, and you are now aware on how to use the different
tools, equipment and other paraphernalia used in Front Office Services.
ACTIVITY 1.8 – GIVE ME A DRAWING!
Directions: Of all the tools and equipment that we have discussed,
what are the tools and equipment that are found in your home and indicate
its usage? Draw as many as you can on the space provided.
No. What I What’s New What’s More Assessment
Know
Activity Activity Activity Activity 1.4-A Activity Activity
1.1 1.2 1.3 1.4-B 1.7
1. TRUE Room rack Reception To open room doors D T
desk
2. FALSE Wake-up Fax To store room keys B T
devices machine
3. TRUE Guest folio Key card To store guest’s C T
rack documents
4. TRUE Credit card Card To print E T
imprinter verifier documents/reports
5. TRUE Call Guest To input guest’s A T
accounting folio details for
system reservation
6. TRUE T
7. TRUE T
8. TRUE F
9 FALSE F
10. TRUE F
Answer Key
 DISCLAIMER
This Self-learning Module (SLM) was developed by DepEd
SOCCSKSARGEN with the primary objective of preparing for
and addressing the new normal. Contents of this module were
based on DepEd’s Most Essential Learning Competencies
(MELC). This is a supplementary material to be used by all
learners of Region XII in all public schools beginning SY 2020-
2021. The process of LR development was observed in the
production of this module. This is version 1.0. We highly
encourage feedback, comments, and recommendations.

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