Department of Education

Region VIII
Schools Division of Borongan City
EASTERN SAMAR NATIONAL COMPREHENSIVE HIGHSCHOOL
Alang-alang, Borongan City 6800

Name: Date:

Year Level & Section: Score:

Address: Contact Number:

LEARNER’S ACTIVITY SHEET

TOURISM 11 – FRONT OFFICE SERVICES
Q1 – Week 3

LESSON 1. RECEIVE AND PROCESS RESERVATIONS

LESSON 1.3 UPDATE RESERVATION

This resource aims to help you hone your skill in receiving reservations using
competency-based approach. The module is designed to help you learn the process of
reservation using your own pace.
OBJECTIVES
At the end of the lesson, you are expected to:
1. Receive amendments or cancellations of reservation.
2. Recognize and communicate the effects of the reservation changes to the guest.
3. Update details of reservation in the computerized record.

1
 PROCESS RESERVATION CHANGES AND CANCELLATIONS
GENERAL STEPS
1. Find out the guest name
2. Bring out the reservation in the
computerized system.
3. Ask the guest on the changes of the
reservation.
4. Effect the change
5. Repeat the reservation changes to the
guest.
6. Provide the guest a new confirmation
number for the changed reservation.
7. Update the reservation record
8. Cancel reservations
9. Thank the caller and invite the caller to
call your property again.
10. File the reservation record.
DETAILED STEPS
 Every property may have different
approaches in retrieving reservation
records. You must coordinate with
the supervisor to learn about the
accepted standards of your
property.
 If the caller changes departure date,
make sure that the desired date of
change is still available. Otherwise
advise the guest/caller of the non-
availability of rooms on that date.
 Change may include the following
but not limited to:
1. Arrival or departure dates
2. Number of people in the room
3. Room type
4. Non-guaranteed to guaranteed
reservations
5. Other items that deems
necessary correction by the guest.
 Optional
 Enter the changes in the computer.
 Type your name (reservation agent)
that effected the change.
 Assign the cancellation number to
the caller and provide the caller the
number.
 If the guest reservation is
guaranteed, remind the guest to
keep the cancellation for future
claims.
 Ask the caller of future reservations.
 Encode the cancellation number.
2
 PROCESS TRAVEL AGENTS’ NO-SHOW AND CANCELLATION FORMS
1. Check if cancelled reservation is booked by a travel agent.
2. Fill out a travel agent/cancellation form.
The following details may include but not limited to:
a. Guest name
b. Original arrival date
c. Departure date
d. Confirmation number
e. Name of property
f. Reservationist name
g. Reasons why the guest cancelled the reservations
3. Provide a copy to the travel agent and file the copy for statistics and archive purpose.

3
REVIEW OF LESSON 1.3
A. SEQUENCING
DIRECTION: Arrange the proper order of the steps on how to process reservations
changes and cancellations. Write your answer on the answer sheet.
________1. Ask the guest on the changes of the reservation.
________2. Cancel reservation.
________3. File the reservation record.
________4. Repeat the reservation changes to the guest.
________5. Effect the change.
________6. Find out the guest name.
________7. Provide the guest a new confirmation number for the changed reservation.
________8. Bring out the reservation in the computerized system.
________9. Update the reservation record.
________10. Thank the caller and invite the caller to call your property again.

4
 LESSON 1.4 ADVICE OTHERS ON RESERVATION DETAILS

This lesson with the learning competencies advice others on reservation details gives
learners clear understanding on reservation details and provide appropriate activity that
gives proper procedures on giving reservation details to clients.
OBJECTIVES:
At the end of the lesson, you are expected to:
1. Communicate general and specific customer requirements and reservation details to
appropriate departments and colleagues.
2. Compile and provide accurate and relevant reservation statistics to concerned people or
departments.

GENERAL STEPS ON RESERVATION DETAILS

1. Ask guest on special request during his stay.
2. Determine if request is possible and explain if there would be additional changes.
3. Using the reservation system, detail the special request to various departments. Most
system would allow the reservation agent to send messages to other departments.
Reservation agent create reservation record based on interaction of a guest only after
determining request for reservation can be met.
Reservation agent will collect and coordinate the following information:
1. Guest name/Group name
2. Home address/billing address
3. Telephone number including the area code
4. Name, address, telephone number of the guest’s company
5. Name and pertinent information about the person making the reservation, not the
guest.
6. Number of people in the party, perhaps the ages of the children
7. Arrival date and time
8. Number of nights, or expected departure
9. Reservation type

5
Fulfilling Special Request
Part of registration process is making sure that any special request made by the
guest during the reservation process are acted upon, such as guest may have requested a
connecting room, specified room location, bed type, or other amenities.
Reservation Report
Popular daily reservation management report includes:
1. Reservation transaction report
This report summarizes daily reservation activity in terms of creation, modification,
and cancellation of reservation record.
2. Commission Agent Record
Agent with contractual agreement to the hotel may be owed commission for
business booking.
3. Turn away report
This report track the number of reservation request refused because room were not
available for the requested date.
4. Revenue for Cart Report
This report project future revenue by multiplying predicted occupancies by room
rate.

6
REVIEW OF LESSON 1.4
A. QUICK WRITES
DIRECTION: Below is a telephone conversation between the front desk officer and a client
requesting for hotel reservation. Be able to supply the necessary questions to be asked by a
reservation agent to the guest.
Agent: Thank you for calling Grand Delights Hotel. This is the Reservation Section, Jun
Velasquez speaking.
Guest: This is Johnny Tamayo of Rosario, Northern Samar. I am going to Manila and I need a
room at your hotel.
Agent: (Asking the total number of guest to be served)
___________________________________________________________________________
Guest: I am alone.
Agent: Are you part of a business group?
Guest: No. But I have a flyer discount.
Agent: (Asking the date of arrival)
___________________________________________________________________________
Guest: On November 6
Agent: (Asking for the number of nights to stay)
___________________________________________________________________________
Guest: 5 nights
(The agent check the control book on computer file, a corner suite room is available.)
Agent: (Asking if the guest agrees with the available room during the requested date)

Guest: Yes, I think I would like that.

Agent: (Asking for the spelling of the guest’s full name, phone number and 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: (Asking for the flyer discount certificate number)

Guest: That’s B13744

Agent: (Asking for the expected time of arrival on the requested date)
___________________________________________________________________________
Guest: I expect to be there at 11pm.
Agent: (Asking the guest to make a guarantee for his reservation through credit card)
___________________________________________________________________________
This will ensure that your room will be held after our 6pm cancellation hour. You
may arrive any time that evening and the room will be waiting for you.
Guest: Yes
Agent: (Asking guest for some special request in his reservation)

7
Guest: I think that will be all.
LESSON 2. OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)

Q1 - Week 4
This resource aims to help you hone your skill in operating a computerized
reservation system in the hotel using competency-based approach. The module is designed
to help you learn the process on how to access and manipulate the reservation system and
communicate the details of reservation to the designated staffs.

LESSON 2.1 ACCESS AND MANIPULATE

RESERVATION SYSTEM

OBJECTIVES
At the end of this lesson, you are expected to:
1. Access and interpret reservation system accurately
2. Use all system features to access a range of information
3. Create and process reservations

ACCESSING RESERVATION SYSTEM

Here are the step by step procedures on how to use the reservation system.
1. Ask your supervisor or trainer to show you how the reservation system works.
2. Access the reservation system using your password

 Type your password. The MIS office usually provides password.

 Make sure that your access and password is held in confidentiality.
 A breach in password may result to transactions posted under your name
without tour knowledge.
Each FO staff is provided a password for tracing of all transactions in the
department.
3. Familiarize yourself with the main menu of the system.

 Most of the systems would have manuals for you to refer and study.

8
 ESTABLISHING AVAILABILITY
1. Check for availability
2. Checking for availability may include
inputting
3. FO staff then advices the caller of the
availability
4. FO staff will advise caller of the inclusions Ex.
of the rate quoted
5. Multiple scenarios in availability:
a. If the caller has no company affiliation
but is a returning guest.
Check his history in the system. Offer the
same package if it is still valid but upsell to spacious and has larger windows and a
higher room category.
b. If the package is no longer available,
offer existing package.
c. If the first date offered is not acceptable
to the caller, we should determine their
specific needs and or price threshold and
negotiate a rate slightly above the caller’s
budget, ensuring there is availability and
the rate sold is within the guidelines of the
Selling Strategy.
d. If the room is not available:
Check availability using reservation system
in your property
 Arrival date
 Number of nights
 Number of adults
 Number of rooms
 Scratch name
 Scratch company
 Scratch agent
 Rate code
Ex.
“We do have an Executive De Luxe Room
available on the 28th of August Mr. Smith
for $230 exclusive of service charge and
taxes.”
“The rate is inclusive of full buffet
breakfast; pre-dinner cocktails;
complimentary 5 pieces of laundry every
day, roundtrip airport transfers, local calls,
and the use of the facilities like the gym,
swimming pool and outdoor Jacuzzi.”
“Mr. Smith, the package you availed is still
valid but you are very fortunate because
we have an available Superior De Luxe on
September 9 and this room is more
fantastic view.”
“Mr. Smith, the package you availed on
your last stay is not valid anymore.
However, we are offering you another
exciting package.”
“Mr. Smith, may we know what budget are
you looking at for this stay?”
 The FO staff must offer an
alternative
“We don’t have any available
Executive room on the 28th of
9

If the room is available
FO staff offers to make a reservation
Input caller’s details in the reservation
system, which includes the mode and
process of payment for product and
services.
August Mr. Smith. Would you like
me to book you to a Superior room
instead?”
 The FO staff must offer another
room type, another day, or offer the
reservation to be waitlisted.
“Would you like me to move your
reservation to another date?”
“Would you like me to put your
reservation on the waitlist Mr.
Smith?”
Ex.
“Would you like me to make a reservation
for you Mr. Smith?”
Ex.
FO Staff will obtain other reservation
details including:
 Smoking or non-smoking room
“Mr. Smith would this be smoking or
non-smoking room?”
 Type of room
“Mr. Smith would this be a king size
or twin size bed?”
 Mode of payment
“How would you like to guarantee
your reservation?”
 If credit card, get number and
expiration date
“May I have your credit card
number and expiration date?”
 If guest does not want to give
deposit
“Mr. Smith, we would like to inform
you that we will be holding you
room until 4:00 pm on the date of
your arrival. You can still check in
after the said time, but depending
on the room availability on that
day.”
 FO staff will get the flight details and
transportation requirements of the
guest.
“May I have your flight details Mr.
Smith? Do you wish to arrange for a
Limousine pickup from the airport?"
10
 PROCEDURES ON PROCESSING RESERVATIONS RECORD
General Steps
1. Input reservation record
2. Guarantee the reservation
3. Confirm and enter the method of
guarantee
4. If the caller does not want to guarantee
Detailed Steps
 Ask for and enter the guest’s last
name, first name and middle initial.
 Input guest’s title
 Ask for and enter guest’s complete
mailing address. Double-check the
spelling of streets and cities.
 Ask the name of the caller or the
name of the person being reserved
if the caller is doing it for someone.
 Ask for TA (travel agency) name if
being booked by TA.
 Ask for the contact details of the
person who should be contacted
about the reservation.
 Enter the arrival and departure
dates.
 Confirm the number of people
sharing the room and their names.
 Confirm the availed room type,
room rate and special request.
 Enter the rate code.
 Ask the caller which credit card he
or she would like to guarantee the
reservation with.
 Explain what a guaranteed
reservation standard is in your
property.
 Tell the guest that they can do the
following to guarantee reservations:
- Provide the number and
expiration of the credit card.
- Guarantee the arrival to an
approved direct billing account.
- Mail in advance deposit of at
least the charges for one night’s
room and tax.
 Enter the type of method used for
guaranteed payment.
 Explain your property’s policy on
billing if they did not show up on the
said reservation date.
 Explain property’s policy on non-
guarantee reservations
11
5. Repeat details of reservation
6. Give a confirmation number
7. Enter today’s date and initials and thank
the caller and let them hang up the phone
first.
 Be sure to note any special request:
non-smoking room, king size bed,
quiet room, etc.
 Tell caller on property’s check in and
check out policies.
 Property’s system would
automatically generate confirmation
number.
 Let them hang up first as they may
have additional request.
12
REVIEW OF LESSON 2.1
A. Fill in the blank
Direction: Complete the statement appropriately.
1. The Front Office staff advises the caller the availability of the reservation, he says

2. If the package does no longer exist, the Front Office Staff will say
________________________________________________________________
3. If the room is not available you will say
________________________________________________________________
4. If the caller guarantees the reservation, you will say
________________________________________________________________
5. The Front Office staff offers to make a reservation, he says
________________________________________________________________

B. Enumeration
Direction: Enumerate what is being asked.
Enumerate the procedure in using Reservation System
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
Steps on how to access the reservation system using your passwords
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
Procedures in processing reservation records
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
4._____________________________________________________
5._____________________________________________________
6._____________________________________________________
7._____________________________________________________

13
 PLEASE WRITE
YOUR
ANSWERS
ANSWER SHEET HERE! 

Name: _______________________________________________ Date: ________________ 3.

4.
Year Level & Section: ____________________________________Score: ________________ 5.
Address: _______________________________________ Contact Number: _____________

6.
Review of Lesson 1.3 7.
8.
1. 9.
2. 10.

Review of Lesson 1.4 (Guest and Agent Conversation)

1.__________________________________________________________________________
__________________________________________________________________________2.
___________________________________________________________________________
_________________________________________________________________________3._
___________________________________________________________________________
________________________________________________________________________4.__
___________________________________________________________________________
___________________________________________________________________________
_______________________________________________________________________5.___
___________________________________________________________________________
______________________________________________________________________6.____
___________________________________________________________________________
_____________________________________________________________________7._____
___________________________________________________________________________
____________________________________________________________________8.______
___________________________________________________________________________
___________________________________________________________________9._______
___________________________________________________________________________
__________________________________________________________________

Review of Lesson 2.1

A. Fill in the blank
1.__________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________

14
2.__________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
3.__________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
4.__________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
5.__________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
B. Enumeration
Enumerate the procedure in using Reservation System
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
Steps on how to access the reservation system using your passwords
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
Procedures in processing reservation records
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
4._____________________________________________________
5._____________________________________________________
6._____________________________________________________
7._____________________________________________________

Good luck! 

15