ANSWER SHEET

Name:
 Republic of the Philippines
Department of Education
REGION X
DIVISION OF CAGAYAN DE ORO CITY

WEEKLY HOME LEARNING PLAN

Module 1

Activity 1.1 - Types of Accommodation

Instruction: Describe the characteristics of the following hotel.

Name(s) Characteristics

Airport hotels

Highway
hotels/Motels

Convention hotels

Commercial hotels

Resort hotels

Spa hotels

Timeshares/
Vacation ownership

Casino hotels
 All-suite hotels

Boutique hotels

Bed and breakfast

inns (B&Bs)

Guest houses

Cabins

City centre hotels

Extended- stay
hotels/ Serviced
Apartments

Historic conversion
hotels

Hostels

Suburban hotels

Villas/Chalet s
(usually found in
skiing and beach
resorts)
Activity 1.2 – Types of Guest Room according to Price, Layout & Facilities
Instruction: Name the different types of room and give the description of each and its standard
room size. .
Types of Room Characteristics Room Size

Activity 1.3 Introduction to Hotel Department

Introduction to Function and Role of Front Office

Fill In the given concept map below.
Describe the function and
role of the front office and
each Department in the
hotel operation.

Reservation Concierge Bell Service Mail and Cashiers and Night

& Reception information Audit

A. Instruction: Identify
Airport Representative

Baggage Porter
 Baggage Supervisor

Chief Concierge

Door Attendant

Driver

Front Desk Clerk (Receptionist)

Front Desk Supervisor (Reception Supervisor)

Parking Attendant

Reservation Clerk

Telephone operator

Telephone supervisor

Front Desk 2 Major Duties

Personnel
Airport
Representative

Baggage Porter

Baggage Supervisor

Chief Concierge

Door Attendant

Driver

Front Desk Clerk

(Receptionist)

Front Desk
Supervisor
(Reception
Supervisor)

Parking Attendant
 Reservation Clerk

Telephone operator

Telephone
supervisor

B. Instruction : Write skills/competencies and personal qualities and needed to the given job
title.

Front Desk Skills/Competencies Personal Qualities

Personnel
Airport
Representative

Baggage Porter

Baggage
Supervisor

Chief Concierge

Door Attendant

Driver

Front Desk Clerk

(Receptionist)

Front Desk Supervisor

(Reception
Supervisor)

Parking Attendant

Reservation Clerk
Telephone
operator

Telephone
supervisor

Activity 1.4 Front Office Personnel

1. List down 10 personal characteristics/attributes that you believe that are highly important
to become efficient and effective in front office services and put a check mark for the
qualities that you possess and an X mark for the qualities that you still need to develop.

Characteristics/Traits

2. Paste an image/picture of your ideal front desk personnel on the box A below and your
picture on the box B wearing a complete service uniform.

3. Compare how do you see yourself from your ideal front desk image and reflect your insight
on the space provided below.

A B
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_______________________

4. Identify your weakness that might hinder your goal to be an effective front desk personnel
and write ways how you will improve your attribute to be more pleasing for the guest.

Weak Points Ways to Improve

5. Give three reasons why high standards of personal hygiene are required for front office
personnel.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
________________________________________________________________

6. What should you wear, and how should you look like if you are working in front office
department.
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
______________________________________________________________
Activity 1.5 Guest Cycle
Activity 1.6 - Elements of the Reservation System
. Instruction: Define the following terms

Term Explanation

Reservation

FIT - Fully/free independent

Traveller
Package

Overbooked

CRM

No show

Under-stay
Term Explanation

Suggestive selling

Up-selling

Cross-selling

Down-selling

OTA

BAR

Waitlist

Peak season

Off peak season

Guest history profile

Honorific

Receipt

Voucher

Company charge

Guaranteed booking

Non-guaranteed booking

Internal use documents

External use documents

Policy

Facsimile (Fax) Machine

Jargon

Amendments

Cancellation

Confirmation

Double Occupancy
 Term Explanation

Single occupancy

Guaranteed booking

Forecast

Pax

Room availability

Room blocking

Activity 1.7 Answer the Following Question

List 3 advantages of a manual system.

________________________________________________________________
________________________________________________________________
________________________________________________________________

List 3 advantages of a computerized system.

________________________________________________________________
________________________________________________________________
________________________________________________________________

What is the most important factor when taking a reservation?

________________________________________________________________
________________________________________________________________

Describe 4 types of bookings that may be processed.

________________________________________________________________
 ________________________________________________________________
________________________________________________________________
________________________________________________________________

List 3 sub-groups under accommodation suppliers.

________________________________________________________________
________________________________________________________________

How do reservations get to your establishment? (List 3 methods)

________________________________________________________________
________________________________________________________________

What is CRS?

________________________________________________________________
________________________________________________________________

What are the 2 types of guests who require reservations?

________________________________________________________________
________________________________________________________________

Describe the characteristics of each of these travellers?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Write an appropriate morning greeting.

________________________________________________________________
________________________________________________________________

Why is it important to maintain eye contact?

________________________________________________________________
________________________________________________________________
 Module 2
Record Details of Reservation

Activity 2.1 - Reservation Details

A. What are the reservation details /information that are required in handling reservation?

_________________________ _______________________________
_________________________ _______________________________
_________________________ _____________
_________________________ _________________________
_________________________ _______________________________
_________________________ ___________________
_________________________ _________________________
_________________________ _________________________
_________________________ _________________________

B. Research and Create a Sample Reservation Form

 C. Instruction: Below are some typical dialogues between a hotel receptionist at Carmen
National High School Hotel and a guest. If you are the receptionist, fill in the given script
below.

Making Reservations
Receptionist:  _______________________________________________________
Client: Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you
have any vacancies?
R: _________________________________________________________________
C: The 24th.
R: _________________________________________________________________
C: I'll be staying for two nights.
R: : ________________________________________________________________
C: There will be two of us.
R:  _______________________________________________________________
C: A double bed, please.
R: _________________________________________________________________
C: If that type of room is available, I would love to have an ocean view. What's the rate for the
room?
R: _________________________________________________________________
C: Charles Hannighan.
R: ________________________________________________________________ 
C: Sure. H-A-N-N-I-G-H-A-N
R: _________________________________________________________________
R:_________________________________________________________________
C: Yes, my cell phone number is 555-26386.
R: ________________________________________________________________ 
C: Visa. The number is 987654321.
R:  ________________________________________________________________
C: Charles H. Hannighan.
R:  ________________________________________________________________
C: Great, thank you so much.
R:  ________________________________________________________________

Activity 2.2 - Answer the Following Question

What is the first question you will ask a person who is making a reservation?
________________________________________________________________
________________________________________________________________
What sort of questions do you need to ask for a hire car reservation?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Why is it important to advise the customer of availability of requested booking?
________________________________________________________________
________________________________________________________________
________________________________________________________________
What alternatives can be offered to a guest if the request is not available?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Describe a method of selling technique.
________________________________________________________________
________________________________________________________________
________________________________________________________________
What is meant by Add on’s or extras?
________________________________________________________________
________________________________________________________________
________________________________________________________________
What tool could you use to respond to questions asked by customers?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Why is it important to know your market?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Why is it important to have the arrival and departure date?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Why is it important to enter an arrival and departure date?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Which is more important when entering a reservation – the family name or the first name?
________________________________________________________________
________________________________________________________________
How would you spell out Wilson phonetically?
________________________________________________________________
________________________________________________________________
What is the equivalent time of 1700hrs using the am/pm method of expressing time?
________________________________________________________________
________________________________________________________________
Apart from arrival, departure date and guest name list 4 other pieces of information that is required
to record a reservation?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Suggest a reason why we store guest history information.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Why is it essential to enter guest name details in a specific format for guest history?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Why is it important to confirm the reservation with the customer?
________________________________________________________________
________________________________________________________________
Name 2 relevant reservation issues.
________________________________________________________________
________________________________________________________________
Name 2 acceptable methods of payment for a reservation.
________________________________________________________________
________________________________________________________________
List 3 reservation related documents.
________________________________________________________________
________________________________________________________________
________________________________________________________________
Record 3 reasons why a customer would need to change a reservation.
________________________________________________________________
________________________________________________________________
________________________________________________________________
Record two instances when the reservations department would have to communicate details to
others.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
 Module 3
Update Reservation

Activity 3- Answer the given question below.

Questions

Explain how a manual reservation system differs from and a computerised reservation
system.

Give me an example of five different types of bookings which may be processed using
a reservation system.

Tell me three different ways reservations may be received.

Identify five different groups of people who may require reservations.

A customer has telephoned to make a reservation: how would you acknowledge this
caller?
Questions

Before you can decide if you can accept a booking, what information do you need to
obtain from the person requesting the reservation?

A vacancy exists for a person requesting a reservation but it is subject to a premium

payment and minimum length stay: what does this mean?

You are unable to give a caller the double room they are they are seeking for a given
date: what alternatives might be offered?

Give an example of how up-selling might be used when processing a guest booking.

A guest has asked a question about their room that you cannot answer: how would
you respond to this situation?
Questions

What details about a reservation need to be recorded using a computer-based

system?

Explain what is mean by ‘guest history’ identifying why and when it should be
updated.

How might a guest booking be confirmed?

What is an ‘advanced deposit’ and why and when is one normally requested?

How might payment for a reservation be accepted when taking a telephone

reservation?

How is a reservation filed in a paper-based/manual reservation system?

Questions

What documentation might a venue generate as a result of a reservation being

accepted?

What changes might a person make to their reservation once it has been accepted?

Under what circumstances might a guest pay a fee/lose their deposit when cancelling
a reservation?

Tell me what is involved in following up unconfirmed reservations.

A person with a reservation has called to extend their reservation by five days. You
can accommodate this request/change. What documentation or fields would need
to be updated as a result?
Questions

What internal venue staff may need to be notified in relation to reservations, and how
might this occur?

What external organisations may need to be notified in relation to reservations, and

why might there be a need to do so?

What is the process to follow to cancel a reservation?

What are the Methods of payment that is acceptable in the process of reservation?
 Module 4
COMMUNICATE RESERVATION DETAILS TO OTHERS
Activity 4 - Instruction: Write what are some possible request that the front desk personnel needs to
communicate to the following department.

Department Requests

Accounting

Concierge

Food & Beverage

Front Office

Housekeeping

Maintenance/Engineering

Management

Sales and Marketing

Security

Module 5
OPERATE COMPUTERISED RESERVATIONS SYSTEM
Activity 5 - Instruction: Answer all the following questions and submit to your Trainer.
1. For what areas of operation is hotel software designed?

2. What information is commonly stored in a CRS?

3. What types of businesses use a CRS?

 
4. Is the information recorded in a CRS identical regardless of business?

5. What types of CRS information will normally just be shared within an organisation?

6. Does a CRS allow external users access information? Why / why not?

7. What functions can be performed on a hospitality CRS?

8. What functions can be performed on a tourism CRS?

9. What are examples of screen displays that an operator must be familiar with?

10. What are common ways to improve your understanding of a CRS?

11. One of the key roles of reservations is to provide relevant information to customers. What are
examples of information customers need?

12. Why is the use of passwords important when using a CRS?

 
13. What activities does a reservationist undertake which will incorporate a CRS?

14. What actions may be taken with a CRS in order to run a night audit?

15. Taking reservations is seen as a balancing act. What are three things the reservation team try to
achieve when filling a hotel?

16. What are possible reasons why we cannot accommodate reservation requests?

 
17. What information do we record when taking a reservation?

18. What types of reservations can be taken using a CRS?

19. What are common reasons to retrieve a reservation?

20. What does a ‘tentative’ booking mean?

 
21. It is common for a reservation to be amended or changed. What are common types of amendments
that are made to a reservation?

22. One common amendment is to ‘effect a room change’. Why may people want to change a room?

23. Why are reservation details printed?

24. What is the most common way to send reservation details to a customer?
 
25. What are purposes of reports?

26. What are examples of common reports prepared or printed by reservations?

27. What is the purpose of internal communications?

28. How can staff access internal communication?

 
29. Most customer requests relate to the need for product knowledge to be clarified. What types of
product knowledge must reservation staff understand?
30. What actions are involved in processing information for external consumption?