Technical

Vocational

Front Office Services

FRONT OFFICE SERVICES – SHS
Quarter 1 – Module 6: Receive and Process Reservations
First Edition, 2020

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Published by the Department of Education Division of Pasig City

Development Team of the Self Learning Module

Writer: Maria Elizabeth N. Villabroza

Editors:

Reviewers: Sarah Minette M. Reyes and Maria Kathrina Blanca L. Regalado

Illustrator:

Layout Artist:

Management Team: Ma. Evalou Concepcion A. Agustin

OIC-Schools Division Superintendent

Aurelio G. Alfonso, Ed. D.

OIC-Assistant Schools Division Superintendent

Victor M. Javeña, Ed. D.

Chief, School Governance and Operations Division and

OIC-Chief, Curriculum Implementation Division

Education Program Supervisors

Librada L. Agon, Ed. D. (EPP/TLE/TVL/TVE)

Liza A. Alvarez (Science/STEM/SSP)

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 E-mail Address: divisionofpasig@gmail.com

Front Office
Services
Module
Receive and Process

6 Reservations
Introductory Message

For the facilitator:

Welcome to the Front Office Services Self Learning Module on Receive and

Process Reservations LO2. Record Details of Reservations Lesson 3!

This Self Learning Module was collaboratively designed, developed and reviewed

by educators from Schools Division Office of Pasig City headed by its Officer-In-

Charge Schools Division Superintendent, Ma. Evalou Concepcion A. Agustin in

partnership with the Local Government of Pasig through its mayor, Honorable

Victor Maria Regis N. Sotto. The writers utilized the standards set by the K to

12 Curriculum using the Most Essential Learning Competencies (MELC) while

overcoming their personal, social, and economic constraints in schooling.

This learning material hopes to engage the learners into guided and

independent learning activities at their own pace and time. Further, this also

aims to help learners acquire the needed 21st century skills especially the 5 Cs

namely: Communication, Collaboration, Creativity, Critical Thinking and

Character 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. Moreover, you are expected to encourage

and assist the learners as they do the tasks included in the module.

For the learner:

Welcome to the Front Office Services Self-Learning Module on Receive and

Process Reservations LO2. Record Details of Reservations!

The hand is one of the most symbolized part 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 material while being an active

learner.

This module has the following parts and corresponding icons:

Expectation - These are what you will be able to know after completing the
lessons in the module

Pretest - This will measure your prior knowledge and the concepts to be
mastered throughout the lesson.
 Recap - This section will measure what learnings and skills that you
understand from the previous lesson.

Lesson - This section will discuss the topic for this module.

Activities - This is a set of activities you will perform.

Wrap Up - This section summarizes the concepts and applications of the

lessons.

Valuing - This part will check the integration of values in the learning
competency.

Post test - This will measure how much you have learned from the entire
module.

At the end of this module, the learners must be able to:

1. Organize a filing system for reservations most appropriate to the need of

the establishment

2. Know how to generate reservation-related documentation

3. Explain the many systems in filing documents.

Match the items in column A with those in Column B

Column A Column B

_____ 1. Geographically a. Filed by Room Number, Account

Number, invoice number

_____2. Chronologically b. Filed by provinces and then by cities

______3.Numerically c.Filed by letters of complaints, letters

of commendations, Menus or Wine lists

______4.By Subject d.Filed according to the first, and

subsequent letter of the senders or

receivers name

______5.Alphabetically e. Filed in months or date of arrival

If you were to come up with three essential procedures in receiving

phone-in reservations, what would it be? Would there be a need to remind

guests about the need for a guarantee like a deposit for a room reservation?

Why or why not?

Filing system for reservation

The efficiency of service can be seen in the way by which

we systematically file records and keep them orderly.

Documents can be filed Figure 2

manually, such as in a filing

cabinet (Fig.1) or electronically

(Fig 2). It is important that as

keeper of the records, you must

Figure 1 be able to retrieve data easily

https://www.wikihow.com and secure them safely.

https://freesvg.org/img/public
Filing is the process of storing and arranging domainq-computer.png
documents according to a particular classification.

Five Categories of Filing Documents:

1. Alphabetically - Documents filed alphabetically are

filed according to the first, and subsequent letter of
the senders or receivers name, or according to the
type of document, such as policies and procedures
(see files in Fig. 3)

2. Numerically - this means your documents are filed

according to a number such as a room number ,
Figure 3 invoice number, or other numerical identifier.
Photo from https://www.wikihow.com/File-
Alphabetically
3. Geographically - Documents are filed according to a location of a designated
area, say by province or city (Figure 4).

4. By Subject - some documents

cannot be filed in any other way
except by their subject matter, ex.
Letter of complaint, menus, wine
lists.

5. Chronologically – These

documents are filed in date or

time order. Most hotels will file all

their reservations in Arrival Date

order, with a backup system

under alphabetical order being the

Figure 4
guests SURNAME.
https://www.kullabs.com/classes/subjects/units/
lessons/notes/note-detail/5670

Manual reservation system

System When the Reservation Slip (or Booking Slip) has been written, it is filed

in date of arrival order. The current month

is divided 1 to 31, and subsequent months

are in month order only. For example, if the

current month is September, and the

booking is for 20th of September so

naturally the reservation would be filed

Figure 5 under the 20th. However, if the booking was
Phoro
deom :https://www.winzip.com/win/en/learn/file- for July 12, the reservation would simply be
management.html
filed under the month of July.
 When July becomes the current month, then you would divide the file into

sections from 1 to 31, and put any bookings in the appropriate date order. At

the end of the month, all the bookings are filed in a monthly box that is clearly

labelled on the outside and stored in the archives for 5 years, in case of any

discrepancies.

Saving reservations on to a computerized system

Once you have recorded all the correct information manually you will

need to transfer this on to a computer reservation

screen. In some cases an experienced staff member

may be able to go straight to the computer and

input the data as you are speaking to the guest on

the telephone. The information is carefully entered

into the appropriate computer fields. The computer

Figure 6
will allocate a confirmation or reservation number,
https://commons.wikimedia.or
which is recorded on to the manual reservation sheet.
g/wiki/File:Gnome-
This reservation sheet is then filed away in arrival computer.svg

date order.

Some establishments choose not to put their reservations on reservations

slips. Instead, they put reservations directly into their front office/reservation

computer system.

At the end of the shift, a printout of all reservations is taken and then

filed.

Since most 3, 4 and 5-star properties are open 24 hours, usually the

night auditor, working the 11:00PM – 7:30AM shift will back-up all

reservation files (among other files), and store them on to a disc.

 Figure 7

Sample of a Computer Screen with Fidelio Software

Photo from : https://unionsquareboutiquehotelshisanki.blogspot.com/2018/04/micros-hotel-software.html

This is done as a precautionary measure in case the computer crashes,

allowing the property to use the back-up disc to restore all reservations.

Forms of Documentation

For every reservation transaction, there is

always a documentation that is prepared and

issued to the customer, whether the system is

done manually or electronically. Records need to

be stored appropriately, secured and be easily

Figure 8
accessible
https://quaderno.io/blog/wp-
content/uploads/2017/11/Receipts-you-must-
know.png
 Receipts - a receipt for proof of payment must be issued for payment

whether the payment is full, partial or deposit. It is done manually or

printed by a computer or cash register.

 Invoices - these are issued to companies or travel agents for reservations

made; it shows the details of the reservation, room rate quoted, commission

payable and total amount due.

 Vouchers - these are usually issued for prepaid reservations for Travel

agents, companies or organizations in behalf of their clients. Vouchers are

form of payment and have a use by date or a specific date the voucher can

be used on.

 Confirmation letters - A notification sent to guests confirming details about

the reservation received by the hotel such as arrival and departure date,

name, address, rate quoted, package details payment details and any special

requests.

Find me a File!
The table below lists a range of documents that need filing. On the right,

indicate how you would file each document. For example, a reservation slip is

filed chronologically (by date of arrival). Indicate which, if any, you would cross-

reference and to which file you would cross-reference it.

Document File Classification

Letter to a guest confirming their

reservation

New policy on porter service

Incident report with dates in the

title of report

Letter of complaint

Sales letter to be sent to all

residents in a particular city

Menu Packages

Policies and procedures in handling

guest luggage

Group Arrival Reports with dates of

arrivals

Letter of complaint

Fax requesting information on rates

for group packages

Having on hand essential information is just the beginning of the process,

reservation cannot be converted into sales if the information is not

acknowledged and confirmed by the guest. It also needs to be collated, collected

and kept organized with proper filing system.

Finish the following sentences to sum up your learning in this module.

1. By using the last name first in naming files under the alphabetical filing

system, I can….______________________________________________________________________

2. Receipts and vouchers are ….__________________________________________________

3. Records need to be stored appropriately because…_________________________________

________________________________________________________________________________________________
(Based on what you have learned from this lesson, try to fill in the blank spaces
below with whatever words that you feel will match the line of thought in the
sentences. )

Scattered documents and papers can be quite ____________ for someone who

is ________________. A work area where there is a place for ____________________and

____________________ in its place can give_______________________. Have a system of filing

and recording - it will make learning more ___________ and become more fruitful!

Identification. Identify the terms described in the sentences.

______________1.It is a proof of payment issued to the guest for partial or

Full payment or advanced deposit.

______________2.It is the length of time to archive records before they are disposed.

______________3.It is a category of record filing based on location or

designated area.

______________4.These are documents issued for prepaid reservations usually

to travel agencies.

______________5.It is one system of filing documents, other than the manual

system.

______________6.He is in-charge of conveying information about reservation

details to other departments.

______________7.It is a document sent to the client to inform him/her that

 the reservation has been received and processed by the

hotel.

______________8.In a manual reservation system, the reservation slips are

filed in this manner.

______________9.This person in the hotel makes the back-up reservation file

during the night shift.

______________10.Letters of complaints, wine lists and commendation letters

are filed using this system.

 R E F E R E N CE S

References
Published Reference:

Docplayer.net. Receive and Process Reservation Trainee Manual© ASEAN 2012 Australian
Aid ASEAN William Angliss Institute. (Melbourne, Australia: William Angliss Institute of TAFE,
2012) Accessed July 4, 2020. https://docplayer.net/102681941-Receive-and-process-
reservations-d1-hfo-cl2-01-d2-tta-cl2-17-trainer-guide.html

Online References:
Different Booking Source of Reservation in the Hotel Industry
https://setupmyhotel.com/train-my-hotel-staff/front-office-training/767-
source-of-hotel-reservation.html

Photo References:

Figure 1. Accessed June 14, 2020. https://www.wikihow.com/File-Alphabetically

Figure 2. Accessed June 14, 2020. https://freesvg.org/img/publicdomainq-computer.png
Figure 3. Accessed June 14, 2020. https://www.wikihow.com/File-Alphabetically
Figure 4. Accessed June 14, 2020.
https://https://www.kullabs.com/classes/subjects/units/lessons/notes/note-
detail/5670
Figure 5. Accessed June 14, 2020. https://www.winzip.com/win/en/learn/file-
management.html
Figure 6.Accessed June 14, 2020. https://commons.wikimedia.org/wiki/File:Gnome-
computer.svg
Figure 7. Accessed June 14, 2020.
https://unionsquareboutiquehotelshisanki.blogspot.com/2018/04/m icros-
hotel-software.html
Figure 8:Accessed June 14, 2020. https://quaderno.io/blog/wp-
content/uploads/2017/11/Receipts-you-must-know.png