Learning Area Front Office Grade Level 9/10

W6 Quarter Fourth Date

I. LESSON TITLE Provide Porter Services
II. MOST ESSENTIAL LEARNING
Handle Guest Luggage; (TLE_HEFS9-12PS-IVd-e-22)
COMPETENCIES (MELCs)
III. CONTENT/CORE CONTENT Place luggage correctly within the storage system
IV. LEARNING PHASES AND LEARNING ACTIVITIES
I. Introduction (Time Frame: (60 mins)
This resource aims to help you hone your skills in providing Porter Services using competency-based approach. This is
designed to help you learn the process of assisting guest placing luggage correctly within the storage system.

Vocabulary Words:
1. Luggage- suitcases or other bags in which to pack personal belongings for traveling.
2. Storage - method of storing something for future use; space available for storing something.

Learning Task 1:
Direction: Arrange the following jumbled letters that correspond to the statement below. Write your answer on the space
provided before the number.

______________ 1. G G A B A E -containers which hold a traveler’s personal articles while the traveler is in transit.

______________ 2. N T O K E- a thing serving as a visible or tangible representation of a fact.

______________ 3. R A G E S T O- the action or method of storing something for future use.

______________ 4. E S T G U - a person who patronizes a hotel, restaurant, for the lodging, food, or entertainment it provides.

______________ 5. T E L O H -is an establishment that provides paid lodging on a short-term basis.

Learning Task 2:
Direction: Fill out each box with the proper ways of Storing Luggage.

Proper Ways of
Storing Luggage
D. Development (Time Frame: (60 mins)
Baggage Storage at the Hotel
Storage of luggage in a safe and secure place is a prerequisite for high-class hotels. For storing luggage, special
rooms (Luggage room / Storage room) should be provided.
Guests use the storage room in the following basic cases:
• The baggage is too bulky, takes up a lot of space in the room and interferes with the guest;
• The client temporarily leaves the hotel, for example, leaves for a few days in another city, and then returns and
receives luggage;
• Regular guests can leave part of their baggage until the next arrival, for example, the members of the airline crews.
The hotel staff responsible for the guests' luggage must observe the order in the storage chambers so that it is possible to quickly
find luggage and always have enough space to accommodate a large amount of luggage. In some hotels, luggage storage
facilities are divided into the following areas:
• VIP-room - a room without access to the public zone, is designed exclusively for storing VIP-luggage, as well as
accessories related to the meeting of these guests (red carpets, national flags, etc.)
• The main storage room is located near the central entrance and has access to both the hotel lobby and the street.
This room is used only for storing the luggage of hotel guests;
• service room for porters, luggage carriers. It can also be used as a luggage storage room provided the hotel is fully
loaded.

The doors of all luggage rooms must be permanently closed and opened only with personal keys of porters, luggage carriers;
Access to them must be limited to employees of other departments in order to protect the personal belongings of the guests.
All bags are stored with special baggage tags or other tokens ( Baggage tag = Luggage label).

When accepting baggage, the person responsible for this work site records the main data:
• Last name, first name of the guest;
• Room number;
• Number of pieces of luggage;
• Guest status ( check-in , check-out);
• Luggage storage time;
• The initials of the employee who accepted the baggage.

Then he draws up the appropriate baggage tag (token). One part of the tag is taken by the guest, the other is attached to
the suitcase. In the luggage room it is forbidden to store luggage without tags. In addition, the following should be noted:
• In no event should you leave your luggage with attached luggage tags (tokens) in the hotel lobby or on trolleys;
• It is necessary to deliver the luggage to the storage room immediately after the luggage tag (token) is filled in;
• It is necessary that information about all luggage be reflected on the information board. Baggage should be placed
in chronological order, based on entries on the information board;
• It is necessary that all baggage is visible and accessible. It should be allocated a special space for luggage left for
long storage;
• Luggage must be stored in such a way that it is not damaged. Baggage must be placed depending on its severity:
heavy - on the lower shelves, the lighter the luggage - the higher. All packages must be hung on a special crossbar,
except when the guest requests to wrap the package in paper, etc .;
• When a guest comes for luggage, he must present his luggage tag. The clerk of the storage room checks the
number on the guest's tag with the number on the baggage tag before handing the luggage to the guest;
• If the guest has lost his baggage tag, he must give a detailed description of the contents of the baggage, as well as
provide an identity card: passport or driver's license. The employee of the storage room must make a copy of this
identification, and also take a contact phone before handing the suitcase. This copy of the document must be kept
for 90 days. The clerk of the storage room must notify the manager of the reception and accommodation service, as
well as the hotel security service, of the loss;
• If the guest declares the loss of his luggage, the employee of the storage room is also obliged to immediately notify
his immediate supervisor and the security service of the hotel.

All luggage left for storage must be entered in the corresponding module of the general computer control system of the hotel.
If the guest has a new booking at the hotel, you must assign a special code (status) and upon arrival of the guest deliver the
luggage to his room. Every working day, the reception supervisor of the reception desk (FD Supervisor ) prints out a list of visiting
guests, including those who have luggage stored in storage cells. If there are any changes in the date of arrival, you need to
change the information on the computer system.

Employees of the storage room are forbidden to take:

• products (in the absence of a refrigerator in the storage room);
• toxic or flammable substances and liquids;
• items of known high cost;
• fragile things;
• large items (eg furniture).
IV. LEARNING PHASES AND LEARNING ACTIVITIES
Learning Task 3:
Directions: Arrange the following steps on how to label a baggage/luggage tag. Write the number (1-6) of corresponding
sequence on the space provided.
______ Last name, first name of the guest
______ Number of pieces of luggage
______ Luggage storage time
______ The initials of the employee who accepted the baggage.
______ Room number
______ Guest status (check-in, check-out)

E. Engagement (Time Frame: (60 mins)

Storing Luggage
A guest may request that the luggage be stored until later the day. In these instances, the concierge or porters must be
informed. They will then tag the luggage and store in the porter’s office or special luggage storage room until the guest
request it.
A guest will be issued a receipt for stored luggage. This receipt must be produced to claim it. On the guest’s return, the
luggage is then taken to the guest’s vehicle.
• Group Luggage
When handling group luggage, porters will usually have obtained a group rooming list from reception and made-up
luggage tags well in advance. This saves time and confusion.
The porter will:
➢ Count all the piece of luggage.
➢ Make a note on the group record.
➢ Deliver the luggage to the transport vehicle following the instruction of the tour group coordinator.
• Provide valet parking.
Cars are parked and/or retrieved in accordance with house procedures and policies.
➢ Request quest’s name and room number
➢ Check car for damage-and record any damage correctly.
➢ Hand claim tag to guest.
➢ Drive, park and/or retrieve car in a responsible manner.
➢ Store key safely and securely
• Provide lost and found services.
When attending guestrooms, staff might come across personal property of guest who have checked out. Just
because guest has departed does not mean the person deliberately left these items behind, so every must be taken
to keep the items safe for guest to claim.
Basic information you would need to obtain from guest regarding missing luggage includes:
➢ What is missing, i.e number of pieces?
➢ Description of the item (size, color, etc.)
➢ Where it was last seen
➢ Description content
➢ Approximate value.
Learning Task 4:
Directions: Read properly each statement below. Write a (✓) under the TRUE column if the statement is correct or write an (X)
under the FALSE column if the statement is not correct.

TRUE FALSE
1. When handling group luggage, porters usually obtain a group rooming list from reception and made
up luggage tags well in advance.
2. A guest cannot request that the luggage be stored until later the day.
3. Mark and store luggage to allow for easy retrieval following established procedures
4. Place luggage within the storage system
5. It is unnecessary to make a note record in handling the group luggage
6. If the baggage is too bulky, it takes up a big space in the room and interferes with the guest.
7. Regular guests can leave part of their baggage until the next arrival, for example, the members of
the airline crews.
8. When a guest comes for luggage, he must present his luggage tag.
9. The hotel staff is not responsible for the guests' luggage.
10. If the guest has lost his baggage tag, he must give a detailed description of the contents of the
baggage, as well as provide an identity card: passport or driver's license
IV. LEARNING PHASES AND LEARNING ACTIVITIES
A. Assimilation (Time Frame: (20 mins)
Learning Task 5:
Directions: Fill in the blanks. Read each statement or question below carefully and fill in the blank(s) with the correct answer.
Choose your answer from the word bank.
1. The _____________ without access to the public zone is designed exclusively for storing VIP-
Word Bank luggage, as well as accessories related to the meeting of these guests (red carpets, national
flags, etc.)
Main storage room 2. A guest will be issued a ______________ for stored luggage.
VIP Room 3. The _________________ is located near the central entrance and has access to both the hotel
Receipt lobby and the street.
Storage 4. The hotel staff responsible for the guests' _______________.
Luggage 5. __________ of luggage in a safe and secure place is a prerequisite for high-class hotels.

V. ASSESSMENT (Time Frame: (20 mins)

Learning Task 6:
Directions: In your own understanding, answer the following questions. Your output will be graded based on the rubrics below.
• Describe where luggage is stored? What key guest information should be included with each piece? What is a special
form available to record this information?
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________

• Who is responsible for maintaining order in the luggage room? What are the security procedures?
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________

CRITERIA:
Clarity and Accuracy of Concept 6points
Grammar Composition 4points
Total 10 points

Learning Task 7: (Time Frame: 10 mins)

Direction: Enumerate what is being asked. Write your answer on a separate sheet of paper.
Give three (3) facilities where luggage can be stored. Describe each briefly.

VI. REFLECTION (Time Frame: (10 mins)

• Communicate your personal assessment as indicated in the Learner’s Assessment Card.
Personal Assessment on Learner’s Level of Performance
Using the symbols below, choose one which best describes your experience in working on each given task. Draw it in the column
for Level of Performance (LP). Be guided by the descriptions below:
 - I was able to do/perform the task without any difficulty. The task helped me in understanding the target content/ lesson.
✓ - I was able to do/perform the task. It was quite challenging, but it still helped me in understanding the target content/lesson.
? – I was not able to do/perform the task. It was extremely difficult. I need additional enrichment activities to be able to do/perform this
task.
Learning Task LP Learning Task LP Learning Task LP Learning
Task
Number 1 Number 3 Number 5 Number 7
Number 2 Number 4 Number 6
VII. REFERENCES https://testmyprep.com/subject/tourism/rules-for-handling-luggage-luggage-storage

Prepared by: Esperanza M. Pagkaliwangan Checked by: Rachael A. Lusterio

Pamela P. Bandales
Jennifer U. Cruz
Melinda S. abraham