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Technical Vocational
Livelihood

Front Office Services

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Technical Vocational Education
FRONT OFFICE SERVICES – Grade SHS
Quarter 2 - PROVIDE CLUB RECEPTION SERVICES. LO 2. Monitor entry to
club, 2.1 Check membership badges/cards upon entry, 2.2. assist sign-in of
guests, 2.3 ensure that members and guests comply with dress and age
regulations
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

 Development Team of the Self Learning Module

Writer: Maria Elizabeth N. Villabroza

Editors: Sarah Minette M. Reyes

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

Illustrator: Name

Layout Artist: Name

Management Team: Ma. Evalou Concepcion A. Agustin

OIC-Schools Division Superintendent

Aurelio G. Alfonso EdD

OIC-Assistant Schools Division Superintendent

Victor M. Javeña EdD

Chief, School Governance and Operations Division and

OIC-Chief, Curriculum Implementation Division

Education Program Supervisors

Librada L. Agon EdD (EPP/TLE/TVL/TVE)

Liza A. Alvarez (Science/STEM/SSP)

Printed in the Philippines by Department of Education – Schools Division

of Pasig City
 Front Office Services

MODULE
PROVIDE CLUB RECEPTION
8 SERVICES
Introductory Message

For the facilitator:

Welcome to the Front Office Services Self Learning Module on Provide Club

Reception Services. LO 2. Monitor entry to club, 2.1 Check membership

badges/cards upon entry, 2.2. assist sign-in of guests, 2.3 ensure that members

and guests comply with dress and age regulations!

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, Honourable

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
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 Provide Club

Reception Services. LO 2. Monitor entry to club, 2.1 Check membership

badges/cards upon entry, 2.2. assist sign-in of guests, 2.3 ensure that members

and guests comply with dress and age regulations!

The hand is one of the most symbolized parts 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:

 Expectations - 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 should be able to:

A. know how to check badges/cards upon entry;
B. assist in sign-in of members;
C. communicate with members the dress code and age regulations; and
D. identify ways of monitoring entry to club for security and control.
Direction: Which emoji belongs to the following phrases? Write the letter
represented by the emojis in the spaces provided for your answer.

1. “May I borrow your membership card?”

2. “Your dress sir /madam is not acceptable.”

3. “Do you mind if I look up in the reservation list for your name?”

4.” Sir/Madam I think you presented the wrong badge in our club”

5. “Would you mind if I check your name against our registry of

members?”

RECAP

Club members are like hotel guests except that they regularly patronize the
hotel and use the facilities more frequently than others. Thus, they enjoy some
privileges and benefits not otherwise enjoyed by regular guests. Why is it
important for the club personnel or staff to provide more special treatment to
the club members than regular hotel guests?
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________
 Monitoring Entry of Club Members

Introduction

Private clubs by their nature of exclusivity to members are organizations

whose membership is not open to the public and therefore, physical entry of
members to the club property is closely monitored. Non-members can only be
allowed entry if accompanied by a member or upon presentation of
authorization and invitation.

Monitoring of club entry can be done in any of the following forms:

1. Check membership badges or cards

on entry to the club.

2. Assist guests to sign-in according to

government and organizational
requirements.

3. Check that members and guests Figure 1. Requesting for Badge/ID

comply with dress and age regulations.

4. In a polite manner, inform non-compliant members and guests that entry

is not permitted.

5. Refer disputes over club entry to security, supervisor or other relevant

person according to organizational policy.

Polite Expressions in Making Requests:

At entry point, receptionists need to ascertain that only authorized members

can gain access to the property. Thus, it is important that requests for
information such as prior reservation, identification, badges or authorizations be
asked as politely and as courteously as possible.

Here are the most common ways for making requests (when you want to ask
something):
 “Can I have your name, please?”

“Could I borrow your membership ID or badge, please?”

“Do you mind if I look up in the reservation list for your name?”

“Would you mind waiting a bit while I check for your reservation?”

“Would you mind if I check your name against our registry of members?”

Speaking tip: Could is more polite that can.

“Do you mind if…” is followed by the verb in the present tense, but “Would
you mind if…” is followed by the verb in the past tense.

When you’re using these two sentences, don’t use please. It’s already polite
enough.

After the guest has complied with the request, it is customary to say your
gratitude to the guest.

“Thank you sir/madam for your cooperation.” or simply “Thank you very
much sir/madam. Enjoy your day!”

Access Control

Access control goes beyond all modes of traffic. The aim of access control
is to determine who can or can't enter a particular area. Control is necessary to
protect the interests of the members who are willing to pay a high price for the
exclusivity of the club. This discrimination can be done on various characteristics
such as whether one possesses a ticket, a badge, an ID, an attire agreed upon by
membership and other forms of qualification as stated in the house rules.

Other access control come in the form of physical barriers like

electromagnetic doors that can only be opened by qualified personnel, use of
barriers (both static and dynamic), presence of guards to screen off non-
members, partitioning off selected areas during “downtime” hours, reduced
number of building entrances or by enforcement of non-physical barriers such
as presentation of badges, IDs and other identification.

Since hotel clubs are within the hotel premise, located in certain floors,
members can gain access through use of key cards programmed in elevators
that make a stop on the floors where the clubs are.
 Many clubs have used technological innovation for a solution on entry
access. These have taken various forms: access cards, entry fobs, codes keyed
into locking systems, even touchpads that recognize a fingerprint (now common
on smartphones).

Checking Membership Badges or Cards on Entry

Identification of people at access control point can raise ethics issues, such as
collection and use of personal data. Care and caution must be taken in
approaching members especially if the member is a well-known personality. It is
important for receptionists and front desk personnel to keep them updated into
the profile of the members and as much as possible become familiar with the
different personalities that need to be given due recognition. Some VIPs may
not actually be open to the idea of their presence being announced publicly as
they wish to keep their privacy. In this case, the approach would be to recognize
their presence through a smile and a discreet greeting but make no effort to
announce their names in public or in the hearing distance of other people.

 Identification Cards/Access Badge

ID cards or badges are not only for identification purposes but also passes for
registration and for use of club facilities. Members can maximize their club
membership by availing the benefits for members thru the use of badges. ID
cards are likewise
Figure 2. Sample of ID/Badge
issued to members to
build loyalty and
increase membership
while further
promoting the business
or organization. The
common theme is that
these cards grant
special privileges to those who receive them, and help foster loyalty.
In instances where the member is new and the staff cannot easily recognize the
member, the staff verifies guest’s identity first by politely asking the guest’s
name. The staff member then requests to show a photo ID such as driver’s
license or a valid identity card from a well-known organization where the guest
is working. If the guests are from a foreign country, the staff requests them to
show their passport. The staff member is authorized to ask any verifying
questions politely.

 Assisting Guests to Sign-In

Signing-in of members is the same process as guest registration, where the

member’s information like his/her name are entered into a guest book for
official purposes. At the time of reservation, the front office staff already asks
about member information so these are already established in the history file
and may be confirmed with a signature upon arrival.

Upon arrival in the property, the staff politely asks from the guest to swipe his
card for registration. By swiping in the badge/ID the need for signature is then
eliminated in the process. It is the responsibility of the front office staff not to
reveal the guest information to unauthorized persons.

 Dress Code

A dress code is a set of rules, often written, with regards to clothing.

Dress codes are symbolic indications of different social ideas, including social
class, cultural identity and attitude towards comfort, tradition, and political or
religious affiliations. Some private clubs impose on dress codes to maintain the
social status of the clubs and conformity with the dress code is expected of
members to follow.

Receptionists who are stationed in the front office are expected to remind
club members to follow the code and allow only those who are dressed
accordingly. The receptionist must be trained into the proper way of dealing
with members and in reminding them about the house rules on dress code.
Some private clubs may have their own private dress code; these organizations
may insist on particular dress codes or standards in particular situations. Such
as for weddings, funerals, religious gatherings, etc.

For hotel personnel, in particular those who are stationed in the hotel
clubs, they are required to wear a uniform or certain standards of dress, such
as business suit and tie. This may be mainly due to the nature of their work
which is to interact with customers or guests in the reception area. However,
personnel assigned in the outlets may wear the uniform prescribed for their job
like those in the spa and in recreation centers.

Some dress codes imposed on members in private clubs are:

  Formal Wear - In western countries, a “formal” or white tie dress code
means tailcoats for men and full-length evening dresses for women.
"Semi-formal" has a much less precise definition but typically means an
evening jacket and tie for men (known as black tie) and a dress for
women. "Business casual" typically means not wearing neckties or suits,
but instead wearing collared shirts, and trousers (not black, but
more relaxed, including things such as corduroy). "Casual" typically just
means clothing for the torso, legs and shoes. "Wedding Casual" defines yet
another mode of dress, where guests dress respectfully, but not
necessarily fancily.

 Business Casual - Business casual means “dressing professionally, looking

relaxed, yet neat and pulled together." A more pragmatic definition is
that business casual dress is the mid ground between formal business
clothes and street clothes. Generally, neckties are excluded from business
casual dress, unless worn in non-traditional ways.

Enjoy added privileges in the Executive Club. After a hectic day, the Executive Club
Lounge is the perfect place to relax and unwind, especially for afternoon tea or evening
cocktails. We would like to inform you of the Crimson Club Lounge’s new dress code
policy which must be observed by all guests. Male guests are encouraged to wear blazers
or jackets, khaki pants or suit pants, shirt or polo, and closed shoes, while ladies can wear
a dress, skirts, pants, shirt or blouse, heels or closed shoes.

Figure 3. Dress Code in an Executive Lounge

 Age Regulations

Age regulations are applicable to clubs that have alcoholic drinks which prevent
the establishment from serving liquors to minors. However exemption to club
rules may be applied if the minor is eating a meal on the premises or is
accompanied by a responsible adult who is supervising the minor. But if the
minor is on the premises after 5 pm, and the license is a nightclub license, then
the exemption does not apply
(https://www.business.qld.gov.au/industries/hospitality-tourism-sport/liquor-
gaming/liquor/compliance/minors/exemptions).
Directions: Identify the terms described in the following. Write your answer on
the space before the number.
______________1. Organizations whose membership is not open to the public.
______________2. Examples of these are tailcoats for men and full-length evening
dresses for women.
______________3. Type of attire for dressing professionally, looking relaxed, yet neat
and pulled together.
______________4. It is a set of rules, often written, with regards to clothing.
______________5. It is used both for registration of entry and access to club facilities.

Front desk agents or receptionists play a crucial role in keeping the members

safe in the club property by ensuring only those authorized entry can have

access to the place. They make sure control measures and club rules, in

particular dress codes, are maintained in keeping with the culture and

ambiance of the place. Can you recall what a receptionist does to monitor entry

control in the club?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

VALUING

Direction: The following are forms of expression. Choose and write the words to

fill in the blank with words that are polite and respectful.
 “_________(Can, Could ) I have your name, _________(please, now) ?”

“______(Can, Could) I borrow your membership ID or badge, _____(please,

now)?”

“Do you_______ (mind, care) if I look up in the reservation list for your
name?”

“Would you________(mind, care) waiting a bit while I check for your

reservation?”

Direction: Put a check mark ()on statements that are correct and an (X)
mark for those that are incorrect.
________1.Some private clubs may have their own private dress code.
________2.After the guest has complied with the request, it is customary to let
the guest leave the area right away.
________3.Age regulations do not apply to private clubs because they are private.
________4.Generally, neckties are excluded from business casual dress, unless worn
in non-traditional ways.
_________5.If the guests are from a foreign country, the staff requests them to
show passport.
 References
Internet Source:
https://www.angliss.edu.au/siteassets/pdf-files/industry-training/learner-
workbooks/sithacs204_reception_lw.pdf

https://www.shangri-la.com/corporate/golden-circle/membership-benefits/

https://www.clubhotel.com/

https://www.virginactive.co.uk/the-legal-stuff/club-rules

https://ntisthis.com/unit-evidence.php?code=SITXCCS302

Measure: Access Control Accessed Aug 27, 2020.

https://securipedia.eu/mediawiki/index.php/Measure:_Access_control

https://www.tutorialspoint.com/front_office_management/front_office_management_guest_registration.
htm

Access Badge: https://en.wikipedia.org/wiki/Access_badge

https://www.english-at-home.com/speaking/making-requests/

Photo Credits:

Figure 1. Requesting for Badges Accessed Aug 31, 2020.

https://cdn2.hubspot.net/hub/437856/hubfs/visitor_badge.jpg?width=1100&name=visitor_badge.jpg

Figure 2. Sample Badge : Accessed Aug 30, 2020.https://www.badgy.com/activity/clubs-and-

associations.html

Figure 3. Dress Code at Manila Crimsom Hotel Executive Club. Accessed Sept 2, 2020.

https://crimsonhotel.com/manila/facilities/executive-lounge
 EDISON P. CLET
Illustrator

ELINETTE B. DELA CRUZ

Project Development Officer II (LRMDS)
Lay-out Artist

NAME
Video/PowerPoint Presenter

NAME
Video/ PowerPoint Editor

NAME
Video/ PowerPoint Reviewer

NAME
School Subject Coordinator

NAME
School Head

NAME
Public Schools District Supervisor
For inquiries or feedback, please write or call:

Department of Education – Schools Division Office of Pasig City

Caruncho Avenue, San Nicolas, Pasig City

Contact No.: (632) 8641-8885

Email Address: divisionofpasig@gmail.com