FRONT OFFICE

Fourth Quarter-Module 1
Identify FOS Tools, Equipment, and
Paraphernalia Applicable to Specific Job
Front Office Services – Grade 7/8
Supplementary Learning Material
Quarter 4 – Module 1: Identify FOS tools, Equipment, and Paraphernalia
Applicable to Specific Job

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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand
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DEVELOPMENT TEAM OF THE MODULE

Writer: RAQUEL C. NACARIO
Content Editor: Josephine Dinglasan
Language Editor: Winnie L. Cruz
Layout and Design Editor: Rochella E. Guillarte
Cover Layout Artist: Nemesio S. Cancan Jr., EDD
MANAGEMENT TEAM
OIC-SDS: Romela M. Cruz, CESE
CID Chief: Alyn G. Mendoza, PhDTE
SGOD Chief: Emma G. Arrubio
EPS-in-Charge: Marife V. Arias
EPS-LRMS: Ruby E. Baniqued, EDD

Department of Education – Schools Division Office, Mandaluyong

Office Address: Calbayog St. Highway Hills, Mandaluyong City
Telephone number:CID- 79552557
E-mail Address:sdo.mandaluyong@deped.gov.ph ● www.depedmandaluyong.org
The following are some reminders in using this module:
1. Handle this module with care. Use a separate sheet in answering the
exercises.
2. Read the directions carefully before doing each task.
3. Activities in this module can be done individually or with the help of
your teacher, home learning partner or knowledge source partner.
4. Finish this module for the intended week.
5. Return this module to the authorized person in charge of retrieval
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JHS
FOS 7/8

BASIC CONCEPTS IN FRONT OFFICE SERVICES

QUARTER 4 – MODULE 1

Competency: Identify FOS tools, equipment, and paraphernalia applicable

to specific job.

OBJECTIVES:
After this lesson, you should be able to:
1. define front office services;
2. explain basic concepts of Front Office; and
3. explore the work nature of Front Office.

KEY CONCEPTS
Every multi-departmental, physical business needs to have a
front office or reception to receive the visitors. Front Office
Department is the face as well as the voice of a business. Regardless
of the star rating of the hotel or the hotel type, the hotel has a front
office as its most visible department. For a business such as
hospitality, the front office department comes with an aspect of
elevating customer experience with the business.

1. PRETEST

Directions: Front Desk Officers have many jobs when they are on duty. From the
puzzle below, find the word/s that are related to their task. Write your answer on a
sheet of paper.

A B I N T E R A C T I N G X Z I G Z W
R A N G A T E R H U G A M E R S I N G
G R G S A N T R E G I S T E R I N G K
U A G K K E I O C P S E E G M A J O K
E N I S C T R O K P S A W P A J O G L
N G T S S B E M I C U R R E N C Y H H
G A N G S T E R N N I N H T A P P L E
E Y O Y O G N S J R N O W P G A M P M
N A A I A B D B R O G O O L I L E E P
L L B I N G E O H G K I L E N E E S A
E E X E X C H A N G E L O N G N I N T
E X P A N D A B L E Y U C T Y T H I H

MELC Quarter : Fourth Week No. 0 Competency Code: TLE_HEFS7/8UT-0ab

Competency/ies: Identify FOS tools, equipment, and paraphernalia applicable to specific job
 2

2. REVIEW

Have you experienced having a vacation in a hotel with your family? Have
you seen a front desk officer when you enter the place? What have you observed
about the process before you arrive in a hotel?

Now let’s see how much you know when you arrive in a hotel by answering
this activity. Read the following description and arrange the scrambled letters to
find the correct answer. Write your answer on a sheet of paper.

1. This is the time where the Front Office thank the guest for giving them the
opportunity to serve them.2 (EDTEAPRUR)
2. The customer inquire about their accommodation in a hotel.2 (RRLAVAIEP)
3. All the charges of the guest during his/her stay in the hotel are monitored by the
Front Officer.2 (CCPOUYNCA)
4. A series of events that are regularly repeated in the same order.2 (ECCLY)
5. A customer arrives in a hotel and the Front Desk receives them.2 (RARAVLI)

3. INTRODUCTION OF NEW LESSON

Front Desk Officers are the ones who directly interact with the customers
when they first arrive at the hotel. Looking at their job description, they have a lot
of duties and responsibilities in serving the guests and customers. In this lesson,
you will learn the job description of Front Desk Officers, their duties,
responsibilities, and the character traits that they should possess.

10 TRAITS OF A GREAT FRONT DESK PERFORMANCE

1A front officer always has an impact to every guest that he/she welcomes to the
hotel. This is the best time when a guest makes a great first impression of a FO.
The following are some of the important traits a front officer should possess:

1. Empathetic and Caring 6. Always smiling

2. Willing to go above and beyond 7. Knowledgeable about the Local Area
3. Ability to anticipate guest’s needs 8. Resourceful
4. Engaging and inquisitive 9. Energetic
5. Calm and composed 10. A great ambassador of the hotel

_______________
1 https://aremorch.com/10-traits-of-a-great-front-desk-performer/

MELC Quarter : Fourth Week No. 0 Competency Code: TLE_HEFS7/8UT-0ab

Competency/ies: Identify FOS tools, equipment, and paraphernalia applicable to specific job
 3

GUEST CYCLE IN HOTEL

1. Pre-Arrival – In this stage, customers inquire

about the accommodation and ask for their
reservation in the hotel.2
2. Arrival – In this stage, the guest arrives in
the hotel and the front desk officer receives
them. 2
3. Occupancy –In this stage, all the charges of
the guest during his/her stay in the hotel are
monitored by the Front Officer.2
4. Departure –This is the last stage wherein the
accounting system ensures the payment of the
guest for goods and services. They also thank
the guest for giving them the privilege to serve
them.2

4. ACTIVITIES

ACTIVITY NO. 1

Directions: Choose 3-character traits and personalities of a front desk officer

that match your personalities and 2 character traits that you do
not possess. Then, answer the question that follows. Write your
answer on a sheet of paper.

1. ______________________________ 1. ________________________________
2. ______________________________ 2. ________________________________
3. ______________________________

What are the character traits that you want to adopt for you to become a
better person? Why?
____________________________________________________________________________________________
____________________________________________________________________________________________

ACTIVITY NO. 2

Directions: Using your messenger, look for your classmates who have these
character or personality traits. Write his/her name in the box. (one
person per box). Please copy and answer on a sheet of paper.
B I N G O
Friendly Participative Giver Resourceful Helpful

_____________ _____________ Juan dela Cruz _____________ _____________

(Example)

Caring Polite Always Smiling Gentle Energetic

_____________ _____________ _____________ _____________ _____________

_______________
2https://www.tutorialspoint.com/front_office_management/front_office_manageme
nt_introduction.htm

MELC Quarter : Fourth Week No. 0 Competency Code: TLE_HEFS7/8UT-0ab

Competency/ies: Identify FOS tools, equipment, and paraphernalia applicable to specific job
 4

ACTIVITY NO. 3

Directions: Work with your partner in class and do the ‘FAST TALK’ game
using the messenger platform. Compose your own questions about the
character traits and personality of a front desk officer. Questions should be
answerable by YES or NO. (10 questions)

Example: Do you smile always? Yes - No

5. CHECK YOUR UNDERSTANDING

Directions: Identify the character trait described in each given scenario.

1. Sometimes, there are guests who come to a hotel with a baby or toddler. To
make the guest’s stay more comfortable, the front desk should be able to offer
additional services like bottle warmer or crib if they are available.

2. Rovie, a front desk officer, was asked by a hotel guest about something that
he is not sure about. Instead of uttering “I don’t know!”, Rovie answered by
saying “Please allow me to find this information for you”.

3. A guest arrives in a hotel looking exhausted, and the front desk officer
greets him with this spiel, “Mr. Hernandez, I am sorry that your flight was
delayed. I know that you are tired from your trip, and I am here to make sure
that you have a comfortable stay with us. Is there anything that I can I do for
you sir? Can I offer you some beverage?”

4. Betina, a front desk officer, encountered a guest who did not want to stay in
a room with a number that adds up to 13 because of superstitious belief. This
is one unexpected scenario that front desk personnel should anticipate and
provide brilliant solution based on hotel protocols.

5. As a front desk officer, Azriele sometimes faces a busy, stressful day at

work which becomes difficult for her to handle. There are times when she
does not know which task to prioritize because of overlapping responsibilities.
What she does when this happens is to breathe in and breathe out, focus, and
plan on the right thing to do with the situation.

MELC Quarter : Fourth Week No. 0 Competency Code: TLE_HEFS7/8UT-0ab

Competency/ies: Identify FOS tools, equipment, and paraphernalia applicable to specific job
 5

6. POST TEST

Directions: Read the questions carefully and choose the letter of the correct
answer. Write your answer on a separate sheet.

1. Which individual directly interacts with the customers when they first
arrive at a hotel?
a. Bell boy c. Front Officer
b. Utility staff d. Security Guard

2. A guest cycle has 4 phases. In what phase does issuing a key to the hotel
guest transpires?
a. Arrival c. Pre-Arrival
b. Departure d. Occupancy

3. What phase of a guest cycle involves a front officer managing a guest?

a. Arrival c. Pre-Arrival
b. Departure d. Occupancy

4. Which of the following lines expresses willingness to go above and

beyond one’s tasks?
a. I can’t do it. c. That’s not my job or duty.
b. I will try my best. d. Maybe the other staff can do that.

5. Mr. Reyes arrived in Paradise Hotel. His baby kept on crying, as he

walked to the front desk. Marry, a front desk staff, asked Mr. Reyes if he
needed something. What trait did Marry demonstrate in the given
scenario?
a. Energetic c. Engaging and Inquisitive
b. A great ambassador d. Ability to anticipate guest’s need

REFERENCES:

1.https://www.tutorialspoint.com/front_office_management/front_office_managem
ent_introduction.htm
2. https://aremorch.com/10-traits-of-a-great-front-desk-performer/
3. https://goo.gl/NL0YNF

MELC Quarter : Fourth Week No. 0 Competency Code: TLE_HEFS7/8UT-0ab

Competency/ies: Identify FOS tools, equipment, and paraphernalia applicable to specific job
For inquiries or feedback, please write or call:

Department of Education – Schools Division Office-

Mandaluyong

Calbayog Street, Highway Hills, Mandaluyong City 1500

Telefax: (632) 79552557

Email Address: sdo.mandaluyong@deped.gov.ph

●www.depedmandaluyong.org