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Technical Vocational
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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 2.4 refer dispute over entry to club to security, supervisor, or other
relevant person
First Edition, 2020

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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

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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
9 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, 2.4 refer dispute over entry to

club to security, supervisor, or other relevant person!

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, 2.4 refer dispute over entry to

club to security, supervisor, or other relevant person!

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. communicate with members rules on entry for security and control;
B. practice responsibility and respect for authority in referring disputes over
entry to club to security, supervisor or other relevant persons; and
C. appreciate value of empathy and courtesy in dealing with problems of club
members and guests.
Directions: Complete the following sentences by using the words from the word
bank.

Word Bank:

attitudes return welcomed entry polite

A. Guests get their first ______(1)______ from the _____(2)_____ of the staff, so
making their experience the best ensures they will want to ______(3)____.
B. ____(4)_____ makes the members/guests feel ____(5)______ and indicates a
caring and ____(6)_______ staff.
C. Upon ____(7)_________, club members and their guests will be _____(8)____ to
present their ______(9)___ and IDs. Say requests with ____(10)____ words and
ask courteously for their proof of membership.

RECAP
Private clubs are organizations whose membership is limited to qualified
members only and guests are allowed entry in the facilities upon invitation and
authorization. Thus, physical entry into the facility is safeguarded by
receptionists and authorized personnel. Entry limitations include physical
barriers and rules or dress codes set by the organization and known to club
members. What are the ways by which the receptionist can ensure that only
club members and their authorized guests are allowed entry into the facility?

__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
 Screening Entry of Members to the Club

Introduction

Meeting and welcoming club members and their guests as they arrive is a
crucial part of good hospitality
service. Guests get their first
impressions from the attitudes of
the staff, so making their
experience the best ensures they
will want to return. In the
hospitality industry, the club
members may come from many
different countries and
Figure 1. Club Lounge Reception Area
customarily we greet them with our own
way of greeting, the Filipino way of greeting as our way of introducing them
our own culture. There are steps that you can take to make sure club members
feel welcome and comfortable as they arrive at your establishment.

Standard Greeting to Welcome

Members

While each workplace will have

different procedures, here are a few
tips for greeting members properly:

  Smile
  Look interested and friendly
  Greet members and guests Figure 2. Greeting Guest
according to the
time of day
  Give appropriate physical greeting
  Welcome members to your establishment
   Offer assistance
  Wish members and guests a nice stay.

Smile
Smiling makes the members/guests feel welcomed and indicates a caring and
friendly staff. Be sure to put on a genuine smile and look straight into their eyes.

Greet guests according to the time of day

It is a standard practice to greet members and guests according to the time of
day. Typical classifications for time of day greetings are:
 Good morning (until noon)
 Good afternoon (from noon until 5pm)
 Good evening (after 5pm)
 Goodnight (when someone is going to bed)
 Give appropriate physical greeting
People from different nationalities greet each other in different ways, usually it
involves some sort of physical gesture. Be aware of the different customs. There
are at least three most common: handshake, kiss/hug and bow. However, with
the incidence of Covid-19 and the need to do physical distancing, handshakes
and hugs are no longer allowed for greetings. In its place, the Filipinos are
encouraged to put in their right palm over the left chest and bow as a form of
greeting to the members and guests.

Bow
The bow is practiced in many Asian countries, and more
recently in the Philippines being encouraged instead of the
handshake. The bow is seen as an act of humbling oneself
before another, of showing respect and is a gracious way of
greeting someone.

Offer assistance
Guests arriving at your establishment, most especially first timers, will have
need for assistance for directions, with their luggage or even need help paying
their taxis as some of them may not have the local currency yet. It is your
responsibility to offer assistance and find out if they need anything. You may
say any of the following:
Examples:
 May I assist you with anything?
 Can I help you, sir/madam?
 Do you need help with anything, sir/madam?
 May I offer my assistance?
Upon entry, club members and their guests will be asked to present their
badges and IDs. Say requests with polite words and ask courteously for their
proof of membership. Likewise, if dress code notices are not prominently
displayed in the reception areas and where members and guests may not be
appropriately attired upon entry, it will be your responsibility as a receptionist
to discreetly call the attention of your supervisor or manager so that proper
action can be taken.

Dealing with Complaints or Disputes Over Entry Rules

Occasionally, a club member or guest is not happy with the screening process or
to be told about the dress code at reception and will complain about the service
received. They may also make a written complaint through a feedback form
provided by the establishment. It is important for the receptionist to follow the
company procedures in dealing with complaints. It may include use of
communicating skills when dealing with a guest who is complaining:

 Remain calm, apologize

 listen actively and repeat the question slowly

 use positive body language

 paraphrase (briefly restate) what they have said to confirm you

understand.

 Ask them to wait

If a guest becomes aggressive or can’t be calmed down, contact your supervisor

immediately. Use your best judgement in order to get your message across and
take steps to communicate more efficiently.
Say it please!

The following are situations on entry of

club members and which require use of proper greeting and expressions.
Directions: Write the appropriate responses to the following situations on your
notebook. Get a screenshot or picture of your output and send this to your
subject teacher for grading.

1. How will you request for a membership badge from a club member who
walked past you and went straight to the dining room?
______________________________________________________________________________
2. What will you say to a new club member who seems to be at a loss on
how to use his badge?
______________________________________________________________________________
3. What will you say to a club member who is obviously very intoxicated
(drunk) and wish to enter the dining room?
______________________________________________________________________________
4. What will you do to a club member who is carrying a lot of luggage but
needs to go into the facility?
______________________________________________________________________________
5. A foreigner guest who is accompanied by a club member is not properly
dressed (say wearing a short and sleeveless shirt). The club dress code specifies
that proper attire is coat and tie. How would you inform the guest?
______________________________________________________________________________
You Puzzle Me !

1 8

4 10

Across Down
1 Makes guests feel welcomed 7 First thing to do in a complaint
2 ‘Good Morning!’ 8 Goes with 1 Across
3 Body language form of greeting 9 what to offer to guest in need
4 Rules on what to wear 10 Badges and ID needed here
5 Filipino greeting
6 When guests are unhappy about the service
 VALUING
Dealing with complaints is one of the most difficult task for a receptionist

because he or she is confronted with unhappy members who may not have the

patience to tolerate problems. Thus the job of restoring satisfaction and

confidence with the establishment rests with the service personnel. What do you

think should be the ideal qualities of the receptionist when dealing with disputes?

Give at least 5 qualities.

_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
Why is it important to refer to disputes and problems to your supervisor?

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________

Directions: Enumeration

1. Name at least 5 standard greeting to welcome members

a)
b)
c)
d)
e)
2. Name at least 5 ways to deal with complaints or disputes
a)
b)
c)
d)
e)
3. Greetings to be said:
a) Until Noon ______________________________________
b) From noon until 5 pm ________________________
c) After 5 pm______________________________________
d) When someone is going to bed_______________
 References
Internet Source:

https://www.tutorialspoint.com/front_office_management/front_office_managem
ent_communication.htm

Maintain quality customer/guest service D1.HCS.CL6.03 D2.TRM.CL9.12

D1.HML.CL10.07 D1.HRM.CL9.06 Trainee Manual © ASEAN 2012

https://www.asean.org/wp-
content/uploads/images/2013/economic/matm/Toolboxes%20for%20Six%20To
urism%20Labour%20Divisions/Common%20Competencies%20(as%20of%20Febru
ary%202013)/Maintain%20quality%20customer-
guests%20service/TM_Maintain_quality_customer_service_310812.pdf

Photo Credits:

Figure1: Club Reception Area. Accessed Sept 5, 2020.

https://pix10.agoda.net/property/3931337/77815967/35f2d2e06f047fb05
d32005dc9bf3d9b.jpg

Figure 2. Greeting Guest. Accessed Sept 5, 2020.

https://travelandleisureindia.in/wp-content/uploads/2020/03/Hotels-Safety-
feature.jpg
 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