NOT

9
Technology and
Livelihood Education
FRONT OFFICE SERVICES
Quarter 2, Module 1 - 4
(PROVIDE ACCOMMODATION RECEPTION SERVICES)

Good Morning!
How may I
help you?

Department of Education ● Republic of the Philippines

 Table of Contents

What This Module is About............................................................................................................. ………………….. i

What I Need to Know....................................................................................................................... ………………….. i
How to Learn from this Module ……………………………………………………………………………………… ii
Icons of this Module …………………………………………………………………………………………………... ii
What I Know.................................................................................................................................... …………………… iii

Module 1: Prepare for Guest Arrival

What’s In ………….………………………………………………………………………………………….. ….. 1
What’s New.............................................................................................................................. ……………………. 1
What Is It ..................................................................................................................................……………………. 1
What’s More ............................................................................................................................……………………. 2
What I Have Learned............................................................................................................ ……………………. 2
What I Can Do.........................................................................................................................……………………. 2
Module 2 : Welcome and Register Guest
What’s In .................................................................................................................................……………………. 3
What’s New.............................................................................................................................. ……………………. 3
What Is It ..................................................................................................................................……………………. 3
What’s More ............................................................................................................................……………………. 4
What I Have Learned............................................................................................................ ……………………. 5
What I Can Do.........................................................................................................................……………………. 5
Module 3 : Organize Guest Departure
What’s In .................................................................................................................................……………………. 6
What’s New.............................................................................................................................. ……………………. 6
What Is It ..................................................................................................................................……………………. 6
What’s More ............................................................................................................................……………………. 7
What I Have Learned............................................................................................................ ……………………. 7
What I Can Do.........................................................................................................................……………….…… 7
Module 4 : Prepare Front Office Records and Reports
What’s In .................................................................................................................................……………………. 8
What’s New.............................................................................................................................. ……………………. 8
What Is It ..................................................................................................................................……………………. 8
What’s More ............................................................................................................................……………………. 9
What I Have Learned............................................................................................................ ……………………. 9
What I Can Do.........................................................................................................................……………….…… 9

Assessment: (Post-Test)……………………………………………………………………………………..…… 10
References................................................................................................................................................. ………………….….. 10
What This Module is About

Giving a courteous and personalized service to guests is the most fulfilling responsibility that
tourism personnel can offer. Aside from this, it is the best promotional strategy that can
progressively drive the hotel industries.

This resource aims to help you hone your skills in welcoming and registering guests. All the
activities are designed to be highly interactive to improve every learner’s confidence and
interpersonal skills as Front Desk Officer in order to provide personalized service to the guests of
the hotel.

What I Need to Know

After completing this module, you should be able to:

1. Prepare for Guest Arrival

2. Welcome and Register Guest
3. Organize Guest Departure

i
How to Learn from this Module
To achieve the objectives cited above, you are to do the following:
• Take your time reading the lessons carefully.
• Follow the directions and/or instructions in the activities and exercises diligently.
• Answer all the given tests and exercises.

Icons of this Module

What I Need to This part contains learning objectives that are set for you to
Know learn as you go along the module.

What I know This is an assessment as to your level of knowledge to the

subject matter at hand, meant specifically to gauge prior
related knowledge

This part connects previous lesson with that of the current

What’s In one.

What’s New An introduction of the new lesson through various activities,

before it will be presented to you

What is It These are discussions of the activities as a way to deepen

your discovery and understanding of the concept.

What’s More These are follow-up activities that are intended for you to
practice further in order to master the competencies.

What I Have Activities designed to process what you have learned from
Learned the lesson

What I can do These are tasks that are designed to showcase your skills
and knowledge gained, and applied into real-life concerns
and situations.

ii
 What I Know (PRE ASSESSMENT)
Before you begin studying this module, answer the simple test below to determine how
much you already know in preparing and producing bakery products.

DIRECTIONS: Read and analyze the statement carefully. Choose the best answer and write the letter only in
your answer sheet.

1. Upon checking for availability, Front office staff may include the following except:
a. Arrival date b. No. of nights c. Work background d. Rate code
2. Which of the following is the most courteous way of advising the guest that a package is no longer available?
a. Mr. Smith, the package is no longer available
b. Mr. Smith, you can check other available packages
c. I’m sorry Mr. Smith, but the package you want to avail is not valid anymore.
d. I’m sorry Mr. Smith, but there is no such package here.
3. If the caller does not want to guarantee a reservation, what will you say?
a. Explain your property’s policy on billing c. Tell caller on property’s check in and checkout policies
b. Explain property’s policy on non guaranteed reservation d. Let the caller hang up first
4. As a front office staff, we do the following preparations upon the arrival of guests except:
a. Keep your work station clean and tidy c. Maintain a par stock of supplies
b. File as you work d. Organize guest’s departure
5. A term used to refer a procedure utilized by a hotel upon the arrival of a guest to confirm his/her stay at the
hotel is called; a. Reservation b. Registration c. Arrival d. Departure
6. During the registration, what should you do first as the guest arrived?
a. Determine if guest has reservation c. Confirm reservation information
b. Provide personal greetings d. Use up selling tactics
7. Why do you have to follow through on special requests of the guests if any?
a. To insure total satisfaction of the guest during his stay c. To show him your courtesy
b. To encourage him to stay for a while d. To show that customers are always right
8. Why is it important to update the guest information directory?
a. The guests will be informed of the latest events, happenings and place of visits
b. The guests will praise your good work
c. The management will be satisfied with your work performance
d. You, personally, will be updated of the latest happenings, events and place of visits
9. A guest information directory should include the following except:
a. Information of name and location
b. Telephone no. and hours of operation of an establishment
c. Directions of the property, type of establishment and dress code
d. All of the above statements are correct.
10.During the guest check out, you should do the following except:
a. Inquire about additional reservation
b. Bid the guest farewell
c. Process future reservation or alert the reservation clerk to these requests.
d. All of the above statements are correct.
11.What is the best way to offer a personalized service to the guest?
a. Consistently address the guest by his name upon every conversation. c. Answer all guest inquiry
b. Provide guest with accurate hotel information d. Either b or c
12.Front desk office enters system password when:
a. Accessing reservation system information c. Using reservation system information
b. Familiarizing reservation system information d. All of the above
13.This resource aims to help you hone your skill in receiving reservation using competency based approach
a. Access directory system c. Access reservation system information
b. Access inventory system information d. Access marketing system information
14.The following details of the directory should be coordinated with the guest except:
a. Name and location c. Type of establishment
b. Dress code d. Work background of staff
15.What do you call to a guest who arrived at the hotel before the designated time?
a. Walk-in b. Preregistration c. Early arrival d. Late arrival

iii
 Module
Prepare for Guest
1 Arrival
What’s In
Directions: Answer the following questions and write your answer/s in your answer
bank notebook.
1. What are the steps on how to use the reservation system?
2. If you are the assigned Front Office staff of the day, how will you offers a reservation?

What’s New
What will you feel if a front office staff is very courteous upon arrival at
the reception?

What Is It
Here are some of the ways on how you can serve customers better as a Front Desk officer.

Preparing the reception area for guest arrivals

General Steps Detailed steps
1. File as you work • Always file paperwork before you begin another activity in your work area.
• Filing important papers will enable you to not lose important data which the property
will need in transacting with guest.
• Check if the arrival list and other pertinent documents are filed properly in your work area
2. Keep your work station clean and tidy
• Throw away useless papers and check for the functionality of your equipment.
3. Maintain a par of stock of supplies
4. Print arrival list • At the end of the day, print arrival list due on the following day.
• Review VIP arrivals and Group arrivals to anticipate workload the following day.
• File the arrival list and other documents as per your property standards.
5. For VIP guest, double check if all guests arriving have rooms according to their request or needs.
6. Input special request on the system
 Endorse to apt departments special request in the property management system
Allocate rooms in accordance with guest requirements and establishment policy
Room allocation is one of the first jobs for reception staff – working out which guest(s) are to go in which room.
Rooms need to be allocated according to the guests' requirements (non-smoking room, kingsize bed,
interconnecting rooms, poolside room and so on) and the establishment' s policies. The Housekeeper's Report
will be used to determine which rooms are vacant, clean, dirty, out of order, or on inspection.
Specific room types that are limited:
1. Only one of this type of rooms (limited number and blocked off at the time the reservations are made to ensure the
rooms' availability. )
Presidential Suite Family Suite

https://images.app.goo.gl/g2GR4AJsJzupkLMH8 https://images.app.goo.gl/unfa5ctWqzGuyQCx5
Interconnecting rooms Honeymoon Suites

https://images.app.goo.gl/qtVv3d13KDBQRxYo6 https://images.app.goo.gl/5D6bjhks1LRQ7WwM8
1
2. Most hotels pre-allocate all rooms to guests before their arrival rather than simply "pick" the appropriate room
that is available at the time the guest arrives to check in at the front desk.
3. The policy of most establishments is to have the reception supervisor monitoring the rooms and room
allocation rather than the reception staff
4. Group rates are relatively low so the rooms that are allocated are in the "less popular" section of the hotel.
5. Most group rooms will also be allocated close together on the same floor if possible. In most cases group
rooms are usually occupied on a twin share basis and will probably require 2 beds in each room.

What’s More
ENUMERATION: Enumerate what is being asked.
General steps on how to prepare the reception area for guest arrival
1. _____________________________________________
2. _____________________________________________
3. _____________________________________________
4. _____________________________________________
5. _____________________________________________
6. _____________________________________________

What I Have Learned

Dialogue Simulation: Create a conversation upon guest arrival at the reception area with room
allocation.

Your output will be rated according to this rubric.

SCORE INDICATOR
15 Students accurately followed all the steps in preparing for guest arrival
10 Students followed few steps in preparing for guest arrival
5 Students need further guidance in preparing for guest arrival

What I Can Do

Direction: Evaluate yourself by completing this activity named 3-2-1 Countdown on

Respond to three separate statements and write your answer/s on the space
provided in your answer bank booklet.
• 3 things you didn’t know before
• 2 things that surprised you about this topic
• 1 thing you want to start doing with what you’ve learned!

Make a reflection of your self evaluation on how are you going to act as receptionist at
the reception area and prepare for guest arrival.

2
 Module
Welcome and
2 Register Guest
What’s In
Directions: Answer the following questions and write your answer in your TLE notebook
1. What are the ways you can serve the guest in a hotel?
2. How to prepare the arrival list?

What’s New
As the front desk officer of the day, how will you welcome guests Warmly
and courteously?

What Is It
o Personalized service is greeting and acknowledging guests by their name.
O By using their name consistently, we are personalizing the service delivery and demonstrating
genuine care.
o In general, people appreciate you using their name, so make your guests feel special by
using their name in every conversation you have with them.
o Every known guest must be addressed by name and title upon arrival and during the service
experience at the establishment
Here are some of important etiquette's to be observed upon addressing guest names.
 For most of guests from different nationalities such as Chinese or European, it would be better to address them by
their last name.
o Example: Lee Ming Sy, would be addressed as Mr. Sy, John Smith, would be called as Mr. Smith
 For Malay and Indian, address them by their first name
o Example: Hamid Ramasamy, would be Mr. Hamid
 For Japanese, address them with their last name followed by the word “sama.”
o Example: Yamato Nagasaki, would be Nagasaki-sama
Registration
It is a procedure utilized by a hotel upon arrival of a guest to confirm his or her stay at the hotel.
A front desk officer should also be familiar with different terms used in guest reservation.
Double Occupancy
It means that two people stay and share in a reserved room without incurring extra charges.
Guaranteed No Show
It pertains to a guest who guaranteed his reservation but did not register in the hotel
Late Arrival
It describes a guest with reservation who expect to arrive after the hotel’s designated time.
Early Arrival
It means that a guest arrives at the hotel before the date of his reservation.
No show
It describes a situation where the guest did not register in the hotel, the room is not in use or the reservation has
been canceled.
 Blocked room/Number out
It refers to room which was set aside for the incoming guests as agreed by the hotel and guest company.
 Walk in
This is a guest who registers to the hotel without reservation.
 Pre-registration
It involves producing registration card in advance of guest arrival, room and rate assignment, creating guest folio and
other functions.
Creating Registration Record
It facilitates the registration process in non automated hotel. The registration card requires the guest to provide his
name, address, telephone number and other personal data.
Room Assignment
It is an important part of the registration process. Room assignment involves identifying and allocating an
available room in a specific room category to a guest.
Issuing the Room Key

3
 By issuing a room key, the front desk agent completes the registration process. For security reason, the front
desk agent or reception should never announce the room number when handling a guestroom key to a guest; encircle
the room number instead to the registration card.

Check-In Procedure
Upon arrival of guest in the hotel, the Front Desk Officer must do the following:
1. Provide personal greetings.
“Good Morning Mr. Smith, Welcome to Makati Shangrila”
2. Determine if guest has reservations.
“Do you have a reservation booked directly to us or through a travel agency?” “May I have your confirmation letter please?”
3. Confirm reservation information. Confirm for room rates.
“Sir/Ma’am. I believe your reservation is for (number of nights) in a (smoking/non-smoking room) with a rate of ______________.
4. Use up selling tactics (if applicable)
5. Check for messages and packages
“Sir /Madam, we have received a package on your behalf.”
6. Determine method of payment
“How do you wish to guarantee for your room and incidental charges?”
7. Provide general hotel information
“Please be guided that complimentary breakfast is served in the lobby between 7 and 10 am Mr. Smith. The
dining room is on the main floor at the end of the hall.” “The swimming pool is located at the 4th floor of the hotel.”
8. Assess whether assistance is needed
Is there anything else I can assist you with?
9. Ask to sign his/her registration card
10. Present room key. (do not say out loud the name of the guest his/her room number)
“I will give you two room keys”
11. Call for bell services assistance
“Sir/Madam our Bellman will assist you to your room; we hope you enjoy your stay.”
12. Provide parking information and explain guestroom information
“The easiest way to reach the hotel’s parking area is by walking through the left side of the main hall. Your family hopefully enjoys
all amenities of your room. If you may need extra towels or pillows, please call the Front Office for assistance.”
13. Follow through on special request if any;
“Should you have any other special request Mr. James?”
14. Place follow-up call to guest room

Escorting a Guest

What’s More
WORD PUZZLE: There are thirteen (13) key terms about hotel reservation in this puzzle. Be able
to mark at least 10 items then write it on your answer bank booklet provided.

1. ______________________________
2. ______________________________
3. ______________________________
4. ______________________________
5. ______________________________
6. ______________________________
7. ______________________________
8. ______________________________
9. ______________________________
10. _____________________________

4
 What I Have Learned
Direction: Evaluate yourself by completing the self-check. After each item, place an √ in the box that
best describes your accomplishment.

LEVEL OF PERFORMANCE
DID YOU……
YES NO
Welcomed guests?
Confirmed reservation details with guest?
Registered guests with or without reservations according to establishment
systems and procedures?
Applied correct accounting procedures
Issued room key/electronic cards, guest mail and messages to guest?
Followed procedures where rooms are not immediately available or
overbooking has occurred monitors and reports discrepancies in guest arrivals?
Monitored and reported guest arrivals and discrepancies between actual and
expected arrivals are reported in accordance with property standards?

Make a realization on your answer. Write your answer in your answer bank.

INDICATOR EXCELLENT (5) VERY GOOD (4) AVERAGE (3) GRADE

Clear and focused discussion Mostly focused and has some Not clearly discussed the
IDEAS on updating reservations. It good details on updating topic.
holds the reader’s attention. reservations.
Writing is smooth, skillful, Writing is clear and sentences Writing is clear, but
STYLE coherent. have varied structure. sentences may lack
variety.
ORGANIZATION Conclusion is valid and Conclusion is logical. Conclusion is insufficient.
logical.
TOTAL

What I Can Do
Make a comic strip on how to welcome and register guest following the indicators given below.

1. welcome guests warmly and courteously

2. confirm reservation details with guests
3. register guests with or without reservations
4. follow correct accounting procedures
5. explain clearly the relevant details such as room key/electronic.

Your output will be rated according to this rubric.

INDICATOR 5 3 2 GRADE
Has a clear story that This is just really There is no story
the reader can easily random words and the on the recording of
identify the whole story does not fully details that reflects
Story/Theme story. reflect the given the given indicator.
indicator.
Captions are related Few captions are Captions do not
to the scenes and the related to the scenes, relate well to the
connections are easy but the connections scenes. There
Captions/ Text to understand. are less obvious. seems to be no
connections or
Work is unique. Work shows some Work looks it was
Creativity Expressed original creativity, however still put together in a
thoughts and ideas. needs work. rush and
incomplete.

5
 Module Generate Guest
Accounts for
3 Accuracy
What’s In
Directions: Answer the following questions and write your answer in your answer bank booklet.
1. If you are the receptionist assigned for the day, what will you do to welcome the guest?
2. How to check in the guest upon arrival in the hotel?

What’s New
What will you do if the guest requests for check out?

What Is It
Maintain guest information directory and Checking for accuracy

General Steps Detailed steps

1. Be familiar with guest  Know how the guest information directory is organized. Use labels and tabs to easily
information directory of your browse through the directory
property  Know how to attain the information in a computerized system set-up.
2. Update and complete the  Collect information about latest events, happenings and place of visits.
directory  Input all these items in the directory
 Update contact numbers of restaurants and tourism attraction from time to time
 The directory should include the following:
o Special events o Recreation and hobby activities/ sports facilities
o Restaurants o Transportation
o Art and cultural attractions o Medical services
o Theaters o Personal services
o Nightclubs o Church
o Malls o Hospitals
o Lounge
 Make sure that the directory includes the following information:
o Name and location o Type of establishment
o Directions of the property o Dress code
o Telephone number o If reservations are needed
o Hours of operation o Name of owner
Guest Departure or Checkout Procedure
The stage of the guest departure process involves:
1. Guest requests check out
2. Desk clerk inquires about the guest’s hotel stay experience ---- “How was your stay Mr. Smith?”
3.Checking for safe deposit box in room
4.Posting outstanding charges
5. Verifying account information
6.Asking about additional charges ---- “Do you have any last minute consumption from the mini bar?”
7.. Giving the folio to the guest ---- “Kindly double check your bill and affix your signature if everything is correct.”
8. Asking method of payment --- “How would you like to settle your account Mr. Smith, through credit card or cash?”
9.. Processing the account payment
10. Securing the room key
11. Updating the room status
12. Desk clerk inquires about additional reservation --- “Should you decide to have additional reservations in the future?”
13. Bid the guest farewell --- “Thank you Mr. Smith. See you again on your next visit.”
14. Report to the shift supervisor any negative comments from the guest concerning his or her stay.
15. Process future reservation or alert the reservation clerk to these requests.
16. Desk clerk files folio related documents for night audit
17. Desk clerk communicates guest departure to housekeeping and other departments in hotel if necessary.
Generating guest accounts
It is of the utmost importance that this final contact be courteous, professional and positive.
The moment you identify a guest about to check-out you should immediately acknowledge them and not wait for
them to make the first approach. 6
Ask the guest for their details
• Name and room number – and confirm information on the charts or in the computer: number of nights, type of room, and
rate quoted.
Ask the guest if they had any other charges
• Did they use the mini-bar last night, or on the morning of their departure? Etc.
Finally the folio/account is printed
• Present to the guest for verification and signature/payment.
Explain the accounts
When the account is presented to the guest there may be a need to assist the guest with explaining the charges.
Explain account clearly
Part of your role is to explain the account courteously to the guest, and to process (that is, accept payment for) the
account accurately.
Process payments
Take particular note of the method of payment and ask the guest if that particular method is still the preferred method of
payment. For example: "Mr Collins do you still want to pay with your VISA card?" or in cash?
Receipt of payment
You should remember that when a payment has been made, a receipt for that payment has to be issued. The method an
establishment uses for the recording of guest accounts determines the kind of receipt that will be issued.

What’s More
SEQUENCING : Arrange the proper order of the steps by writing nos. 1 - 10 on the space
provided on Guest Departure or Checkout Procedure . Write your answer on the answer sheet.
Arrange the following procedures on organizing guest departure. Write the corresponding number on your answer
sheet.
_____ 1. Securing the room key
_____ 2. Desk clerk files folio related documents for night audit
_____ 3. Bid the guest farewell
_____ 4. Desk clerk communicates guest departure to housekeeping and other departments in hotel if necessary.
_____ 5. Checking for safe deposit box in room safe keys
_____ 6. Process future reservation or alert the reservation clerk to these requests.
_____ 7. Verifying account information
_____ 8. Guest request check out
_____ 9. Posting outstanding charges
_____10. Desk clerk inquires about additional reservation

What I Have Learned

Direction:Evaluate yourself by completing the self-check. After each item, place an √ in the box that
best describes your accomplishment.
LEVEL OF PERFORMANCE
DID YOU: YES NO
Addressed all guest requests during in-stay according to property standards
Maintain information directory of guest
Responded promptly to inquiries to guests’ satisfaction
Follow the standards guest checkout procedures
Make a realization on your answer. Write your answer in your answer bank.
INDICATOR EXCELLENT (5) VERY GOOD (4) AVERAGE (3) GRADE
Clear and focused discussion Mostly focused and has Not clearly
IDEAS
on updating reservations. It some good details on discussed the topic.
holds the reader’s attention. updating reservations.
Writing is smooth, skillful, Writing is clear and Writing is clear, but
STYLE
coherent. sentences have varied sentences may lack
structure. variety.
Conclusion is valid and logical. Conclusion is logical. Conclusion is
ORGANIZATION
insufficient.
TOTAL

What I Can Do
Script writing:Make a script on how to generate .Follow the general steps in doing the task.
Your output will be rated according to this scoring rubric.
INDICATOR EXCELLENT (5) VERY GOOD (4) AVERAGE (3) GRADE
The writer highly The writer has demonstrated The writer has not
FORMAT demonstrated thorough thought and understanding. demonstrated thought
thought and understanding. and understanding.
The story contains many The story contains creative The story contains less
CREATIVITY creative details that details that contributes to the creative details that
contributes to the reader’s reader’s enjoyment. contributes to the
enjoyment. reader’s enjoyment.
Well developed and varied. Well developed but could be Is choppy and not well
DIALOGUE more varied in structure. developed.
7
 Module Prepare Front Office
4 Records and Reports

What’s In
Directions: Answer the following questions and write your answer in your answer bank booklet.
1. If you are the receptionist assigned for the day, what will you say to your guest while
checking for his/her accounts for check out?
2. How to generate and check guest accounts for accuracy?

What’s New
What will you do as a receptionist to prepare the front office
records and reports?

What Is It
Prepare and update front office records
Some records may be required to be updated at specific times each day, while other records will
need to be updated as you become aware of information
For example, if a guest has made a booking to arrive on the 6th of June and depart on the 9th of June,
and then calls a few days later to change their booking to arrive on the 7th and depart on the 10th of June, the
establishment would need to update all paper-based and/or computer-based records to reflect this.
Changes to records may include:
• Updating the Room Availability boards/Charts – or PMS/electronic equivalent
• Updating the Bookings Diary – or PMS/electronic equivalent.
Where guests request certain other services such as:
• Room change • Early departure • Early arrival • Upgrade
Internal Reports
In most establishments, the compiling of reservation statistics and the production of reports and
records occurs during the night shift – between 11:00pm and 7:30am – because this is traditionally the quietest
period.
Some establishments print many reports which are distributed to numerous departments, and some
properties produce a lot less for more limited distribution.
The reports, records and statistics give managers an overview of trade, enable them to track progress,
analyse their performance, plan for future events and needs, and identify trends.
There are many reservation reports and records (also known as statistics and/or statistical analysis)
that are produced. These can include:
• Arrivals Report/Arrivals List - This is an alphabetical listing of guests arriving on a specific day.
• Departures Report/Departures List - This is an alphabetical listing of guests departing on a specific day.
• No Show Report - This is a list of guests who have made a booking but did not show on the day.
• Room Status Report - This is a list giving the status of every guest room – vacant clean/room ready, vacant
dirty, occupied or out of order.
• Special Requests Report - This is a list of guests requesting something special in their room prior to their
arrival – cot, champagne, fruit basket.
• Average Room Rates Report - This indicates total room revenue in one day divided by the number of rooms
occupied (paid and complimentary) to establish the average room rate.
• Multiple or Double Room Occupancy Report - This report specifies how many rooms in the establishment
had more than one guest in the room.
• Rooms Out of Order Report - This report lists all rooms that are out of order, the reason for their being ‘off
the board and the duration the room will remain in this status.
• Daily Room Revenue Summary Report - This report lists the total room revenue for a specific day
• In-house Activity Report - This is a comprehensive report outlining:
Rooms occupied Expected arrivals Rooms available Out of order rooms
Expected departures Walk-ins Occupancy % Single occupancy rooms
Expected stayovers No shows Free Of Charge rooms Multiple occupancy rooms.
• Special reports to address problems such as out-of-order rooms reports, Cash only report, black list report.
• Market Segment Report - This report displays what market the establishment is attracting, such as corporate,
industry, family, coach, group etc.
8
 What’s More
Direction: Complete the diagram below that enumerates the front office internal reports to
prepare and update

INTERNAL REPORTS

What I Have Learned

Direction:Evaluate yourself by completing the self-check. After each item, place an √ in the box that
best describes your accomplishment.
LEVEL OF PERFORMANCE
DID YOU: YES NO
Prepare and update front office records
Generate internal reports as required
Prepare and update front office records within designated timelines
Make a realization on your answer. Write your answer in your answer bank.
INDICATOR EXCELLENT (5) VERY GOOD (4) AVERAGE (3) GRADE
Clear and focused discussion Mostly focused and has Not clearly
IDEAS
on updating reservations. It some good details on discussed the topic.
holds the reader’s attention. updating reservations.
Writing is smooth, skillful, Writing is clear and Writing is clear, but
STYLE
coherent. sentences have varied sentences may lack
structure. variety.
Conclusion is valid and logical. Conclusion is logical. Conclusion is
ORGANIZATION
insufficient.
TOTAL

What I Can Do
Prepare a sample In-house Activity Report that follows the outline given below.
Outline: (Create your own Hotel Name)
Rooms occupied Expected arrivals Rooms available Out of order rooms
Expected departures Walk-ins Occupancy % Single occupancy rooms
Expected stayovers No shows Free Of Charge rooms Multiple occupancy rooms.

Your output will be rated accoding to this rubric.

INDICATOR EXCELLENT (5) VERY GOOD (4) AVERAGE (3) GRADE

Clear and focused discussion Mostly focused and has Not clearly
IDEAS
on outlineed given for an in some good details on in discussed the topic.
house report. house report.
The report contains many The report contains The report contains
CREATIVITY creative details that contributes to creative details that less creative details
the reader’s enjoyment. contributes to the reader’s that contributes to the
enjoyment. reader’s enjoyment.
Conclusion is valid and logical. Conclusion is logical. Conclusion is
ORGANIZATION
insufficient.
TOTAL

9
 To assess whether you really understood the overall lesson above, answer the following activities
below:

DIRECTIONS: Read and analyze the statement carefully. Choose the best answer and write the letter only in your
answer sheet.

1. Upon checking for availability, Front office staff may include the following except:
a. Arrival date b. No. of nights c. Work background d. Rate code
2. Which of the following is the most courteous way of advising the guest that a package is no longer available?
a. Mr. Smith, the package is no longer available
b. Mr. Smith, you can check other available packages
c. I’m sorry Mr. Smith, but the package you want to avail is not valid anymore.
d. I’m sorry Mr. Smith, but there is no such package here.
3. If the caller does not want to guarantee a reservation, what will you say?
a. Explain your property’s policy on billing c. Tell caller on property’s check in and checkout policies
b. Explain property’s policy on non guaranteed reservation d. Let the caller hang up first
4. As a front office staff, we do the following preparations upon the arrival of guests except:
a. Keep your work station clean and tidy c. Maintain a par stock of supplies
b. File as you work d. Organize guest’s departure
5. A term used to refer a procedure utilized by a hotel upon the arrival of a guest to confirm his/her stay at the hotel is
called; a. Reservation b. Registration c. Arrival d. Departure
6. During the registration, what should you do first as the guest arrived?
a. Determine if guest has reservation c. Confirm reservation information
b. Provide personal greetings d. Use up selling tactics
7. Why do you have to follow through on special requests of the guests if any?
a. To insure total satisfaction of the guest during his stay c. To show him your courtesy
b. To encourage him to stay for a while d. To show that customers are always right
8. Why is it important to update the guest information directory?
a. The guests will be informed of the latest events, happenings and place of visits
b. The guests will praise your good work
c. The management will be satisfied with your work performance
d. You, personally, will be updated of the latest happenings, events and place of visits
9. A guest information directory should include the following except:
a. Information of name and location c. Directions of the property, type of establishment and dress code
b. Telephone no. and hours of operation of an establishment d. All of the above statements are correct.
10.During the guest check out, you should do the following except:
a. Inquire about additional reservation c. Process future reservation or alert the reservation clerk to these requests.
b. Bid the guest farewell d. All of the above statements are correct.
11.What is the best way to offer a personalized service to the guest?
a. Consistently address the guest by his name upon every conversation. c. Answer all guest inquiry
b. Provide guest with accurate hotel information d. Either b or c
12.Front desk office enters system password when:
a. Accessing reservation system information c. Using reservation system information
b. Familiarizing reservation system information d. All of the above
13.This resource aims to help you hone your skill in receiving reservation using competency based approach
a. Access directory system c. Access reservation system information
b. Access inventory system information d. Access marketing system information
14.The following details of the directory should be coordinated with the guest except:
a. Name and location b. Dress code c. Type of establishment d. Work background of staff
15.What do you call to a guest who arrived at the hotel before the designated time?
a. Walk-in b. Preregistration c. Early arrival d. Late arrival

How much have you learned from this quarter?

Please mark
one! Thank
you….
A lot Not that much I’m mot sure None at all

References: Electronic Resource:

Books: 1. richardrrr.blogspot.com.
1. Gary K. Vallen and Jerome J. Vallen (2012).Check-in, Check-out: FRONT OFFICE Specialization
Managing Hotel Operation. Pearson Education. Peter O. Connor (2004). Course for Grade 9
Using Computers in Hospitality. Cengage Learning EMEA; 3 rd Edition.
2. William Angliss College (2004). Front Office Operations:
Receiving and Processing Reservations.
3. William Angliss Institute of TAFE.

10