Kto12 BASIC EDUCATION CURRICULUM

TECHNOLOGY AND LIVELIHOOD EDUCATION

HOME ECONOMICS – FRONT OFFICE
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Grade Level Standard:

At the end of Grade 9, learners are expected to demonstrate their

understanding of the concepts and core competencies as prescribed in TESDA
Training Regulation in Front Office namely: 1.) Receiving and Processing Reservations;
2.) Operate Computerized Reservation System (OR); 3.) Provide Accommodation
Reception; 4.) Conduct Night Audit; 5.) Provide Club Reception Services (CR); 6.) Provide
Porter Services (PS); and, 7.) Performing Cashier Task. This will also be a venue for
students to assess themselves and identify aspects of business that is needed to
strengthen and safeguard before become a part of the workforce.

CONTENT STANDARD
At the end of this course, learners demonstrate their understanding of the
concepts and theories in Front Office Services

PERFORMANCE STANDARD

The learner independently demonstrates competencies in Front Office

Services as prescribed in the TESDA Training Regulation.

LEARNING COMPETENCIES
 Discuss core competencies of Front Office.
 Recognize the relevance of the course.
 Explore on opportunities in Front Office as a career.

I. INTRODUCTION
Hospitability management industry has one of the biggest demands of
workforce on the world today. People travel to places every now and then to relax,
explore, be entertained, and shortly escape from their rigid roles in the everyday
work. In order to address the guests’ needs for comfort, there are hotel staffs who
can give them heartwarming accommodations which they may remember for the rest
of their lives.
The primary purpose of Front Office is to provide learners with the knowledge
and skills that will help them become hotel receptionists. In this course, students will
learn the core competencies that a Front Desk Officer should experience in order to
provide quality services to the clients.
Orient learners on the parts of the module and how to use the module on their
own pace.

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II. OBJECTIVES
At the end the module, the learner are expected to:

1. assess their Personal Entrepreneurial Competencies (PECs)

2. establish a business in the locality using the acquired skills and competencies
in Front Office Services
3. observe proper business etiquettes in handling and receiving phone calls
4. accurately process and record hotel reservations
5. appreciate the importance of giving a courteous and personalized
accommodations with the hotel guests
6. monitor financial transactions and record keeping
7. recognize the acceptability of hotel services to the guests in terms of hospitality

III. PRE-ASSESSMENT
Guide learners in assessing their prior knowledge and skill in Front Office using:
 Paper and pencil test
 Performance test
 Check their answers using the answer key

IV. PROCESS AND DELIVERY

Personal Entrepreneurial Competencies (PECS)
Let learners discuss their
A. Know understanding about the
Personal Entrepreneurial
Competencies (PECs)

Guide learners in
B. Process assessing their Personal
Entrepreneurial
Competencies (PECs)

Help learners recognize

C. Understand and interpret their own
PECs results

Let learners use the

D. Transfer results of their PECs as
their guide in choosing a
suitable career path for
them

Understanding Business Environment and Business Ideas

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 A. Know Facilitate learners to
exploring on their
understanding about the
factor that should be
considered upon putting
up a business in the
locality.

B. Process Allow learners to assess

the business location
using the SWOT analysis

C. Understand Let learners recognize the

importance of conducting
environmental scanning.

D. Transfer Encourage learners to

establish a suitable
business in the locality
based on the gathered
data.

QUARTER I
LESSON 1 – RECEIVING AND PROCESSING RESERVATION

A. Know Review Lesson 1.1 A

and B
Ask student to answer the
key questions about the
taking hotel reservation
through the telephone

Review Lesson 1.2 A

Let learners be
familiarized with the
different fields in the
computerized reservation
system by answering the
given questions.

Review Lesson 1.3 A

Learners will arrange the
steps on how to process
reservation changes and
cancellations

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 Instruct learners to read
and understand the
learning resource in pages
53-54.

B. Process Guide learners in

assessing their own
understanding by
accomplishing the
Performance Checklist
in every Review of
Lessons.

Assist learners in drafting

their own courteous
telephone
correspondence

C. Understand Role Play Activities

Allow learners show their
skit in receiving and
processing hotel
reservation. Explain the
scoring rubrics to students
available in every Review
of Lessons

Quick Writes
Assist learners in
collecting the necessary
data for the computerized
reservation system in
Review Lessons 1.2 and
completing the given
telephone verbiage in
Lesson 1.4

D. Transfer Assess learners’

performance in every
practical demonstration
through the Performance
Criteria available in every

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 Review of Lessons

LESSON 2 – OPERATE COMPUTERIZED RESERVATION SYSTEM

A. Know Review Lesson 2.1 A&B;

2.2 A
Learners will test their
understanding about using
the computerized
reservation system by
answering the questions
provided.

B. Process Lead learners in

assessing their learning
by accomplishing the
Performance Checklist
in every Review of
Lessons

Flowchart
Draw a diagram
describing the different
fields and processes that
can be found in the
computerized reservation
system

C. Understand
Socialized Recitation
Process learners’ insight
in recognizing the
advantages and
disadvantages of using
computerized reservation
system.

Role Play
Learners will perform a
skit about hotel
reservation process
showing the proper
procedures in using the
computerized system.

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 D. Transfer
Performance Test
Guide learners in
executing the
competencies needed in
inputting data on a
computerized reservation
system.

QUARTER II
LESSON 1 – PROVIDE ACCOMMODATION RECEPTION
A. Know
Review Lesson 1.1 A
Familiarize learners with
the step on how to
prepare the reception area
for guests’ arrival through
the activity.

Word Puzzle
Stipulate some of the key
terms to be remembered
by the learners upon
answering the puzzle.

Review Lesson 1.3 A

Take note the key
procedures on preparing
for guest departure by
accomplishing the activity.

B. Process
Learners will check their
understanding of the
lesson through
accomplishing the
Performance Checklist
in every lesson.

Role Play
C. Understanding Guide learners in showing
their interpretation of the
proper procedures in
preparing for guest arrival.

Brainstorming
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 Let learners take a
moment to reflect together
and process their insight
on how to better serve a
guest and address their
demands.

Socialized Debate
Divide the class into 2
groups. Lead the learners
to reflect on the given
statements. Let them
agree or disagree and
defend their insights.

D. Transfer Actual Demonstration

Let learners demonstrate
the acquired skills in
courteously
accommodating guest
during arrival and
checking out.

QUARTER III
LESSON 1 – CONDUCT NIGHT AUDIT

A. Know Read information about

the Night Audit processes
on pages 95-98; 100-102

B. Process Learners will accomplish

the Performance Criteria
to assess their own
understanding

C. Understand Quick Writes

Learners will define the
given key terms based on
their acquired
understanding.

Let them reflect on the

importance of the night
audit in the hotel
operations and raise their

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 idea during class
discussion

D. Transfer Practical Hands-On

Assist learners in
performing the required
skills in conducting the
night audit.

LESSON 2 – PROVIDE CLUB RECEPTION SERVICES

A. Know Ask learners to read

information on pages 105-
106

B. Process Learners assess their

understanding through the
Performance Checklist in
the Review of Lessons

List down some of the

club reception services
that are offered in different
establishments as many
as they can then present it
in the class

C. Understand Quick Writes

As a customer to any
business establishment,
learners will be listing
down some of their
special request upon
using the club services.

Learners are asked to

describe the desirable
characteristics of a front
desk officer

D. Transfer Actual Demonstration

Assess learners acquired
skills through a
performance test using
the scoring rubrics.

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 QUARTER IV
LESSON 1 – PROVIDE PORTER SERVICES
A. Know Review Lesson 1.1 A &
B
Learners will answer the
given activity to become
equipped with the required
skills
Review Lesson 1.2 A
Learners will assess if the
given statement is correct
or not regarding the Hotel
Porter Services

Review Lesson 1.3 A

Guide learners it
determining the
designated responsibilities
of the hotel staffs through
the activity

B. Process Guide learners in

accomplishing the
Performance Criteria
available in every Review
of Lessons.

C. Understand Reflection/Sharing
Lead the learners to
reflect on the given
statements. Let them
agree or disagree with the
statements.

D. Transfer Actual Demonstration

Assess learners
performance in providing
porter services.
VI. SUMMARY

Courteous assistance and personalized accommodation is the most rewarding service

that hotel staffs can offer to their clients. Filipinos are naturedly hospitable and cheerful. It is
in our culture to always extent helps to elderly and in need. For this reason, it is easy for
many of us to incorporate the acquired kindness in the everyday responsibilities at the
workplace.

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 The goal of the hospitality industry is more than providing quality service, but to create
positive impact on the lives of the clients by means of teaching them about the proper
gestures and etiquettes upon entering establishments and events, appreciating the
wonderful experiences that they may remember as they grow old, recognize and respect
people that they encounter in every endeavor, inspire others about the remarkable
engagement and invite them to feel the same experiences in the hotel.
The task of a front desk officer is to create good hotel impression to the guests.
Therefore, big expectation lies in his hand to motivate guest for continuous patronage or else
break the clients’ trust to the business establishment. The guests are the most important
persons in the hotel since the hospitability industry exist because of them. They should
receive the highest regards in terms of greetings and accommodations. Addressing
demands of guests with all the courteousness and respect is required in this profession.
Front desk should be sensitive to the needs of clients whether being asked or not for as long
as the necessity arise. Some unpredictable situations may be encountered from time to time.
During these incidents, the front desk should know how to answer guests’ inquiries and
manage complaints. In terms of administrative functions, every task of the front office should
be planned and perform according to hotel standards with all the accuracy and transparency.
Appropriate reports and records should be duly updated and accomplished in the
computerized system. It is an important skill for front desk officer to know the difference and
use of each file of documents for accuracy in inputting information and preparation of
financial reports especially during the night audit.
As a whole, we should give credit to all the hotel staffs that dedicatedly perform their
responsibilities in order to provide quality service to the guests. Behind the luxurious
amenities and prestigious events of the hotel, are the people who create good reputation for
the industry.

V. GLOSSARY

Account billing – means that there is another party involve to finance your hotel billings such
as the credit card company as opposed to the billing accounts.

Advance deposit – refers to partial payment made by the guest for his entire stay. These
usually are estimated first day stay room charges.

Availability – means that the room is ready for sell that the guests have the right to buy it
at hotel’s contracted terms and prices.

Availability board – pertains to visual guide for controlling overbooking. It reflects the true
picture of the room availability status for a six-month period.

Cancellation – describes the guest action to discontinue his/her reservation.

Concierge services – provide guests with directions to attractions, facilities, services, and
activities in or outside the hotel property.

Credit card – refers to pre-authorized payment enabling the hotel to block a certain amount
in the credit card as payment of guest.

Daily operations report – summarizes the business transactions and provides insights in
revenues, receivables, operating statistics, and cash transactions.

Direct billing – involves generating invoices directly to the guest and not through credit card

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 company.

Door greeter – opens hotel entrance doors for guests, assist in and out their vehicle and
escort at the registration area.

Double occupancy – means that two people stay and share in a reserved room
without incurring extra charges.

End of the day – pertains to the hotel’s agreed operating policy on cut-off time to give way
for the night audit.

Front desk officer – refers to the person in-charge of administering front desk operations
such as concierge services and guest relations.

Guaranteed reservations – accept prepayment from the guest and hold the room whether
the guest arrives in the hotel or not.

Guest folio – describes the guest ledger where all accounts receivable of the registered
guest is accounted.

High balance report – identifies guests whose charges are approaching an account credit
limit.

Housekeeping – describes the management of duties and chores that should be maintained
in every hotel room.

Local Tax – pertains to surcharge added to the customer’s bill that is given to the hotel
employee during payroll.

Logbook – compiles all important dealings by the hotel management to promote clear and
complete communication among them.

Night audit – involves process of reviewing all front office records of the hotel for accuracy
and completeness during late night time or early morning hours.

No show – describes a room that is reserved but not in use or the reservation has been
cancelled.

Non-guaranteed reservation – holds the room until a specified time. The hotel has an option
to sell the room to another guest after the release.

Occupancy report (night auditor’s report) – contains a summary of hotel’s financial activities
during the 24 hour period. It also includes room statistics and occupancy ratio,
and observations from the accounting staff.

Overbooking – means accepting more reservations than the hotel can fill.

Password – pertains to a set of hidden strings of character (in numbers, letters, or

combination) assigned by the computer user to protect his account from
unauthorized user.

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Point-of-sale – describes a place where all hotel transactions are completed; wherein the
guest at this point, pays his bills for the goods and services incurred.

Prepayment – describes a payment made in advance prior to the guest stay.

Property Management System (PMS) – refers to a hotel computer system used in

reservation and registration database. It is the databank of collected revenue
generating and non-revenue generating activities of guest in the hotel.

Reader board – enlists all the events and activities occurring in the hotel for guests’
information and convenience.

Receipt – shows the printed evidence of the customer’s transaction and charges from the
business establishment.

Registration – describes a procedure utilized by a hotel upon arrival of the guests to confirm
their stay.

Reservation – refers to the arrangement to secure or record hotel accommodations in

advance.

Room discrepancy report – enlist all room statuses that are inconsistent with housekeeping
status and front office status.

Send bill arrangement – pertains to bills settlement by a third party involved in the
agreement such as the travel agencies and the guest’s company.

Value Added Tax (VAT) – refers to the 12% tax imposed by the national government.

Walk-in – means that the client processed his reservation in physical presence.

BIBLIOGRAPHY
Books
1. Liberal, AE. E. (2007). Appraising and Developing Yourself for an
Entrepreneurial Career. (Eds.) Maghirnf, T., Librando, P., Esguerra, D., &Recio,
D.In Introduction to Entrepreneurship. Quezon City: Small Enterprises Research and
Development Foundation, Inc. in cooperation with UP-ISSI. pp: 41-46.
2. Michael I. Kasavana and Richard M. Brooks (2009). Managing Front Office
Operation. American Hotel and Lodging Association, Educational Institute; 8th
Edition.
3. Chucky Y. Gee (1996). Resort Development and Management. Educational
Institute of the American Hotel and Motel Association; 2nd Edition.
4. Sue Baker, Pam Bradley and Jeremy Huyton (2001). Principle of Hotel
Front Office Operations. Cengage Learning EMEA; 2nd Edition.

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 5. Ahmed Ismail (2001). Front Office Operations and Management. Cengage
Learning; 1st edition
6. Rocco M. Angelo and Andrew N. Vladimir (1991). Hospitality Today.
Educational Institute of the American Hotel and Motel Association.
7. Robert H. Wood (2008). Professional Front Office Management. Pearson
Education.
8. Caitlin Mowbray(2006). Provide Accommodation Reception Services.
South Australia: ESP Production House.
9. Gary K. Vallen and Jerome J. Vallen (2012).Check-in, Check-out: Managing
Hotel Operation. Pearson Education.
10. Peter O. Connor (2004). Using Computers in Hospitality. Cengage
Learning EMEA; 3rd Edition.
11. William Angliss College (2004). Front Office Operations: Receiving and
Processing Reservations. William Angliss Institute of TAFE.
12. Amelia Samsom Roldan (1999).Operating and Managing a Hotel and
Restaurant Business. Paranaque, Metro Manila: AR Skills Development and
Management Services. ISBN 9719213701

Electronic Resources:
1. www.tourism.bilkent.edu.tr/~jamel/Foo/52148-Chapter%209.doc
About the Night Audit
2. http://training.gov.au/TrainingComponentFiles/SIT12/SITXCCS302_R1.pdf
Club Membership
3. http://training.gov.au/Training/Details/SITXCCS004A
Club Monitoring
4. http://people.howstuffworks.com/concierge.htm
Concierge Service
5. https://encryptedtbn0.gstatic.com/images?q=tbn:ANd9GcQAiX7kfmw5BlKZlP
McuGTUwBl9FDriV6ZwDEp6d3_oLdpPFIbpMw
Trolley/Hand Cart

KEY TO CORRECTION
Quarter I

Pre-Test/Post-Test 1 Lesson 1.1 Lesson 1.2 Lesson 1.3

A. Multiple Choice A. Multiple Choice A. Multiple Choice A. Sequencing
1. b 11. a 1. b 1. d 1. 3
2. c 12. b 2. d 2. h 2. 8
3. d 13. c 3. c 3. a 3. 10
4. c 14. d 4. d 4. f 4. 5
5. b 15. a 5. c 5. b 5. 4
6. d 16. b 6. k 6. 1
7. c 17. d B. True or False 7. c 7. 6
1. false 8. i 8. 2
2. true 9. e 9. 7
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4. true
5. true
6. false
7. false
8. true
8. a 18. a
9. c 19. b
10. b 20. a

Lesson 1.4
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: How many are you in your party? (or other similar answer)

Guest: I am alone

Agent: Are you part of business group?

Guest: No. But I have a flyer discount

Agent: What date will you be arriving Mr. Tamayo?

Guest: On November 6

Agent: How many nights do you plan to stay?

Guest: 5 nights

(The agent check the control book on computer file, a corner suite room is available.)

Agent: Would you care to reserve corner suite Mr. Tamayo?

Guest: Yes, I think I would like that.

Agent: May I have the spelling of your first and last name, your phone number and home
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: May I have your flyer discount certificate number?

Guest: That’s B13744

Agent: What time do you expect to arrive on the 6th of November, Mr. Tamayo?

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Guest: I expect to be there at 11 pm.

Agent: Would you like to make a guarantee to your reservation, Mr. Tamayo?
This will ensures that your room will be held after our 6 pm cancellation hour.
You may arrive any time that evening and room will be waiting for you.

Guest: Yes

Agent: Do you have any question or special request?

Guest: I think that will be all.

Lesson 2.2
A. Multiple Choice
1. a
2. c
3. b
4. d
5. b

Quarter II

Pre-Test/Post-Test 2 Lesson 1.2

A. Multiple Choice
1. c 11. c
2. c 12. a
3. b 13. c
4. d 14. C
5. b 15. a
6. b 16. d
7. a 17. c
8. a 18. d
9. d 19. b
10. d 20. c

R L P Y
E S A R C
G T R E N
N I E O R A
I S A O E E P
T T R M T G F U
B E R R A I A C
E O I A A R S M C

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 E R L O V T P T I O B. Word Puzzle
Lesson 1.3
T G M L A E I U N R L E
A K M L O A Y L A. Sequencing
R E A S R N T R B 1. 5
2. 9
Y N H G I A U 3. 7
A O O T O 4. 10
D W A L K I N N E D 5. 2
6. 8
7. 4
8. 1
9. 3
10. 6

Quarter III

Pre-Test 3
A. Multiple Choice B. Word Puzzle
1. d
2. c A A
3. c C L U B S C F
4. d O D R C O
5. b
6. b M I E O L
7. c P T C G U I
8. d L O O U N O
9. c
10. b A R R E P O R T S
I D S S
N I G H T A U D I T
T B I L L I N G S

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 Quarter IV

Pre-Test 4 Lesson 1.1 Lesson 1.2

A. True or False B. Sequencing B. Sequencing A. True or False
1. 2 1. 4 1. false
1. 6. 2. 6 2. 1 2. true
3. 1 3. 10 3. true
2. 7. 4. 8 4. 7 4. false
5. 4 5. 2 5. true
3. 8. 6. 9 6. 6 6. false
7. 7 7. 3 7. false
4. 9. 8. 10 8. 8 8. true
9. 5 9. 9 9. true
5. 10. 10. 3 10. 5 10. false

Lesson 1.3
A. Classification
Door Greeter Concierge Bellman

C A B
E F D
H G I
L J K
N M
O

Summative Test

A. Multiple Choice C. Word Puzzle

1. d 11. d
A R R I V A L
D A T E C
21. a
2. b 12. d D E P A R T
U R E H
22. d S D C H A N N E L
3. c 13. a C R E D I TC A R D C R
23. c
A R S V G K E
4. a 14. a
24. a N V C A R O G
5. b 15. b C A O I E U I
25. d E T U L E T S
6. a 16. c
L I N A T T
26. d
7. b 17. c L O T B I R
27. a A N I N A
8. c 18. b T L G U E S T
28. a
I I S I
9. d 19. a
29. c O R O O M T Y P E O
10. d 20. c N Y N

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 30. d

B. Matching Type
1. h
2. e
3. a
4. b
5. i
6. c
7. k
8. f
9. j
10. g

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