SCHOOL Bagonbon NHS
TEACHER IRIS RUTHZELLE V. BAGACAY
TEACHING DATES
WEEK NO. 2 DAY 1
I. OBJECTIVES to greet guests and assist them
By the end of the lesson, when they arrive at the property.
the students will be able
to…
Performance Standard independently provides porter
The learners should be services
able to:
Learning Competency Handle guest arrival and departures
The learners should be 1. assist guests with luggage
able to…
Code TLE_HEFS9-12PS-IVa-c-21
Topic Opening the door for arriving
vehicles and greeting guests
II. CONTENT
III. LEARNING LM – Front Office Services
RESOURCES TG- Front Office Services
IV. LEARNING TASKS
ENGAGE  Ask students to share their
experiences of arriving at hotels or
other properties.
 Show a video of a hotel employee
greeting guests and assisting them
with their luggage.
EXPLORE Activity:
 Have students create their own
greeting scripts and practice them
with a partner.
 Role-play scenarios where
students take turns being the guest
and the hotel employee.
 Practice opening doors for arriving
vehicles and greeting guests
according to the property's
standards.
EXPLAIN Let them the importance of the
GRADE LEVEL
LEARNING AREA
QUARTER
DAY 2
safely handle and transport luggage
for guests
independently provides porter
services
Handle guest arrival and departures
1. assist guests with luggage
TLE_HEFS9-12PS-IVa-c-21
Unloading luggage for checking in
guests
LM TG- Front Office Services
TG – Front Office Services
 Ask students about their
experiences with handling heavy
luggage.
 Let the students share about how
they do the proper lifting and
bending techniques to prevent
injury.
Individual Activity:
 Let the students demonstrate
proper lifting and bending
techniques.
 Practice lifting and carrying
luggage with a partner.
Let the students explain how to
9
TLE – Front Office Services
4th QUARTER
DAY 3
effectively communicate with guests.
independently provides porter
services
Handle guest arrival and departures
1. assist guests with luggage
TLE_HEFS9-12PS-IVa-c-21
Literacy in the hospitality industry
LM – Front Office Services
TG – Front Office Services
Short review from previous lessons:
 Ask students about the
importance of communication in
the hospitality industry.
 Discuss how to communicate
effectively with guests.
Activity:
 Have the students group in pairs
 Role-play scenarios where
students practice communicating
with guests, such as answering
questions or making
recommendations.
 Let the students review the
DAY 4 DAY 5
how technology is used in the
hospitality industry
independently provides porter
services
Handle guest arrival and departures
1. assist guests with luggage
TLE_HEFS9-12PS-IVa-c-21
ICT in the hospitality
LM – Front Office Services
TG – Front Office Services
 Ask students about the types of ENRICHMENT ACTIVITY
technology they use in their daily
lives.
 Let them discuss how technology
is used in the hospitality industry.
 Let the students identify the
different types of technology used
in the hospitality industry and
present their findings to the class.
 Show examples of technology
used in the hospitality industry,
such as online booking systems or
digital signage.
 Practice using technology such as
a hotel booking website or digital
check-in kiosk.
 Review the benefits of using
1
SCHOOL Bagonbon NHS GRADE LEVEL 9
TEACHER IRIS RUTHZELLE V. BAGACAY LEARNING AREA TLE – Front Office Services
TEACHING DATES QUARTER 4th QUARTER
WEEK NO. 2 DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
proper way to greet guests, such as properly load luggage onto a trolley importance of using clear and technology in the hospitality
using their name, smiling, and or cart and the importance of concise language when industry, such as efficiency and
making eye contact. And the handling luggage with care and communicating with guests and convenience.
importance of being polite and avoiding damage. how to use positive language to  Discuss how technology can
courteous to guests. create a welcoming environment. improve the guest experience.

ELABORATE Discuss ways to handle difficult Discuss ways to handle difficult or  Discuss the importance of active  Discuss the potential drawbacks of
guests or situations, such as using heavy luggage. listening and how it can improve relying too heavily on technology
empathy and active listening. communication. and how it can affect the guest
experience.

EVALUATE Based on the script and
demonstration, have students give
feedback to each other regarding
their partner’s greeting skills.
Have students demonstrate their
luggage handling skills and give
feedback to each other.
Based on the role playing activity
have students demonstrate their
communication skills and give
feedback to each other.
 Have students evaluate the
effectiveness of different types of
technology used in the hospitality
industry and give reasons for their
opinions.

Assignment Write a reflection on the importance Create a checklist for handling

of first impressions in the hospitality
industry and how you can use your
greeting skills to make guests feel
welcome.
luggage, including proper lifting and
bending techniques, how to load and
unload luggage from a trolley, and
ways to handle difficult or heavy
luggage.

V - REFLECTION
A. No. of learners who
earned 80% in the
evaluation
B. No. of learners who
required additional
activities for remediation
C. Did the remedial lessons
work?
D. No. of learners who
continue to require
remediation
E. Which of my teaching
strategies work well? Why
did this work?
F. What difficulties did I
encounter which my
principal or supervisor can
help me solve?

2
 SCHOOL Bagonbon NHS GRADE LEVEL 9
TEACHER IRIS RUTHZELLE V. BAGACAY LEARNING AREA TLE – Front Office Services
TEACHING DATES QUARTER 4th QUARTER
WEEK NO. 2 DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
G. What innovation or
localized materials did I
used/discover which I wish
to share with other
teachers?

Prepared by:

IRIS RUTHZELLE V. BAGACAY

TLE 9 Front Office Services Teacher

Day 3

Role-play scenarios where students can practice communicating with guests:

3
1. Scenario: A guest arrives at a hotel and wants to check-in.
Role-play: One student plays the hotel receptionist, and the other plays the guest. The receptionist should greet the guest, ask for their name and reservation details, and provide them with a room key and any necessary
information about the hotel's amenities and services. The guest should provide their name and reservation details, ask questions, and express any concerns or requests.

Script:
Receptionist: Good evening! How may I assist you?
Guest: Hi, I have a reservation for tonight.
Receptionist: Great! Could you please tell me your name and reservation details?
Guest: Sure, my name is John Smith and I reserved a king-sized bed room for one night.
Receptionist: Alright, let me just check our system... Yes, Mr. Smith, I see your reservation here. Would you like to add any amenities or services to your stay?
Guest: No, I think I'm good for now. What time is breakfast served?
Receptionist: Breakfast is served from 6:30 am to 10:30 am in our restaurant. Here's your room key and a map of the hotel. Enjoy your stay!

2. Scenario: A guest orders food at a restaurant and has dietary restrictions.

Role-play: One student plays the waiter/waitress, and the other plays the guest. The waiter/waitress should greet the guest, ask for their food order, and take note of any dietary restrictions or allergies. They can offer menu
suggestions or alternatives that fit the guest's dietary needs. The guest should provide their food order, express their dietary restrictions or allergies, ask questions, and provide feedback on the service and food quality.

Script:
Waiter/Waitress: Good evening! Can I take your order?
Guest: Yes, I'd like the grilled salmon, please.
Waiter/Waitress: Of course. Is there anything else you'd like to order?
Guest: Actually, I have a dairy allergy. Does the salmon dish have any dairy in it?
Waiter/Waitress: Let me double check with the kitchen... I'm sorry, but the dish does contain butter. However, we do have a vegan option that doesn't have any dairy products. Would you like to try that instead?
Guest: Oh, yes please! Thank you so much for letting me know.
Waiter/Waitress: No problem at all. Is there anything else I can help you with?
Guest: No, that's it for now. I appreciate your help.

3. Scenario: A guest wants to book a tour of a city.

Role-play: One student plays the tour guide, and the other plays the guest. The tour guide should greet the guest, ask about their interests and preferences, and provide information about available tours and pricing. They can
also offer suggestions for customizing the tour to fit the guest's needs. The guest should express their interests and preferences, ask questions, and provide feedback on the tour and guide.

Script:
Tour Guide: Hello there! Are you interested in booking a tour of the city?
Guest: Yes, I am. What do you have to offer?
Tour Guide: Well, we have a variety of tours depending on your interests. We have a historical walking tour, a food tour, and a bike tour, just to name a few. What are you most interested in?
Guest: I think I'd like to do the food tour. What's included?
Tour Guide: Great choice! The food tour includes a three-hour guided tour of some of the best local restaurants and markets, with plenty of delicious samples along the way. We also provide transportation between
locations. Does that sound good?
Guest: Yes, that sounds perfect! How much does it cost?
Tour Guide: The food tour is $75 per person. We also have group rates available. When would you like to book the tour?
Guest: How about tomorrow afternoon?
Tour Guide: Sure thing. Let me just get your information and I'll send you a confirmation email. Thank you for booking with us!

4. Scenario: A guest wants to rent a car for a weekend trip.

Role-play: One student plays the car rental agent, and the other plays the guest. The car rental agent should greet the guest, ask for their driver's license and credit card information, and provide information about available car
models and pricing. They can also offer additional services such as insurance or GPS. The guest should provide their driver's license and credit card information, ask questions, and provide feedback on the rental experience.

Script:
Rental Agent: Hello! How can I help you today?

4
 Guest: Hi, I'd like to rent a car for the weekend, please.
Rental Agent: Great! Do you have a driver's license and credit card I can see?
Guest: Yes, here you go.
Rental Agent: Perfect. We have several car models available for the weekend. Would you prefer a standard or luxury vehicle?
Guest: I don't need anything too fancy. How about a mid-sized sedan?
Rental Agent: Sure thing. The total for the rental comes to $150, including insurance. Do you need any additional services like GPS or a child seat?
Guest: No, I think I'm good with just the car. When can I pick it up?
Rental Agent: You can pick it up anytime after 2pm today.
Guest: Sounds good. And when do I need to return it?
Rental Agent: You can return it by noon on Monday. That gives you plenty of time to enjoy your weekend. Here are the keys and the rental agreement. Please make sure to bring the car back in the same condition you
received it. Have a safe and enjoyable weekend!

5. Scenario: A guest wants to book a spa appointment at a resort.

Role-play: One student plays the spa receptionist, and the other plays the guest. The receptionist should greet the guest, ask about their preferred spa services and availability, and provide information about pricing and any
specials. They can also offer suggestions for customizing the spa experience to fit the guest's needs. The guest should express their interests and preferences, ask questions, and provide feedback on the spa experience.

Script
Sales Associate: Welcome to our store! Can I help you find anything in particular today?
Guest: Yes, I'm looking for a new pair of running shoes.
Sales Associate: Great! We have a variety of options to choose from. What type of running do you usually do?
Guest: Mostly outdoor running on pavement.
Sales Associate: Alright, in that case, I'd recommend these shoes here. They're designed specifically for outdoor running and have extra cushioning for impact absorption.
Guest: Those look great. Do you have them in my size?
Sales Associate: Let me check... Yes, we have them in both 9 and 9.5. Would you like to try them on?
Guest: Yes, please. And do you have any sales or promotions going on right now?
Sales Associate: Actually, we do have a buy one, get one 50% off promotion going on for all athletic shoes. So if you find another pair you like, you'll get a discount on that too.
Guest: That sounds like a great deal. I'll definitely keep that in mind. Thanks for your help!
Sales Associate: Of course. Let me know if you need any further assistance.

Day 4 Additional notes

1. Renewable Energy

5
The travel industry is a big producer of emissions, so guests and hoteliers are looking for ways to minimize their carbon footprints. Hotels are adopting a variety of sustainable practices, such as installing solar panels on-site, switching to
energy-efficient lighting, tapping energy management systems or leveraging thermal heat pumps. And a few net-zero and carbon neutral hotels are going all-in on renewable energy, with these hotels producing at least as much energy
as they consume.
2. Digital cashless tipping
Fewer guests are carrying cash, but service workers like valets, housekeepers, bartenders, and bell staff still expect and deserve tips. The solution? Digital tipping apps that allow guests to leave tips via credit cards or other digital
payment methods. By scanning a QR code or clicking a link, guests can access the platform, and the platform handles tipping employees out.
3. Contactless Check-in
The pandemic expedited the industry’s shift toward contactless check-in, as hotels sought solutions for guests and employees who wanted to minimize face-to-face contact. But this trend is here to stay, as both guests and hoteliers can
benefit from faster and more convenient check-in processes via mobile apps and digital room keys or self-service check-in kiosks that scan IDs and dispense room keys.
 

4. Labor Shortage (and Management Tech)

Another trend that was born of the pandemic is the industry-wide labor shortage; many hotels laid off staff in order to survive the pandemic but struggle to re-hire for those positions. As a result, many hotels must find ways to uphold the
same level of guest service with fewer staff members. Departments have consolidated, labor management technology and automation has become more impactful, and hotels have added compelling perks like sign-on bonuses in an
effort to attract candidates.
5. Artificial Intelligence (A.I.)
AI might sound like science fiction, but it can actually help you achieve goals like increasing guest satisfaction, boosting RevPAR, and cutting costs. Various hotel industry software now leverages artificial intelligence to provide rate
recommendations, predict demand, deploy special offers on your website, schedule staff, perform concierge duties, and more.
6. Cloud Computing
For decades, hotel software was installed on-premise, on the hard drives of computers behind the front desk or in the back offices. But in recent years, the limitations of these legacy systems became more obvious, like how they cannot
easily support remote work and collaboration or install updates in real-time. Thus the shift toward cloud computing: hoteliers increasingly choose software that is based in the cloud, which means employees can log in from any internet
browser and the software is always the latest version.
7. Mobile Payments and Digital Wallets
Not only do fewer guests have cash in their wallets, fewer guests want to pull out their wallets at all. In all industries, consumer payment preferences have shifted toward mobile payments and digital wallets like ApplePay and GooglePay.
8. New Social Media Platforms (like Tiktok)
Social media isn’t limited to Facebook and Instagram anymore; newer platforms like Snapchat and Tiktok have swiftly surged in popularity to become some of the world’s biggest names in social media and entertainment. Hotel brands
can strengthen their relationships with guests and even engage new, younger audiences by expanding their social media strategies to include these channels.
 

6
9. Next Gen Hotel Management Companies and Models
With differentiating factors like leaner teams, innovative technology, and social media savvy, the next generation of hotel management companies is giving legacy players the run for their money. Groups like Life House and OYO are
reimagining the traditional hotel operating model to provide more compelling results for owners and better service for guests.
10. Mixed-Use Spaces
In the last five years, we’ve seen creative combinations of space become more common. For example, companies like Sonder and Placemakr operate de facto hotels inside traditional apartment buildings. And some hotel groups are
repurposing lobby or meeting space as co-working space.
 

11. Vacation Rental Marketplaces

Vacation rentals are no longer a niche; they’re fully mainstream now. Sites like Airbnb and Vrbo, which, compared to giants like Expedia and Booking.com, originally catered to a relatively small segment of vacation rental fans, have
skyrocketed in popularity. In fact, hotels are even experimenting with listings on these sites because the traffic is so significant and valuable.
12. Big Data and Analytics
Hotel systems generate a lot of data, from reservation data in your PMS to order data in your POS to email engagement in your CRM system. But what do you do with all this data, and how can you distill it into actionable insights?
Reporting functions within your software (or standalone business intelligence tools) can provide the analytical muscle necessary to make sense of this big data. For instance, you can turn all of your email engagement data into a nice
dashboard that shows which email campaigns garner the highest conversion rates.
13. Evolving Booking Patterns and New Consumer Behavior
You’ve probably noticed that one of the biggest macro-trends is that consumers are using their mobile devices for nearly everything, and the hotel booking process is no exception. Historically, guests may have shopped on mobile but
booked on desktop, but today’s guests are happy to finish their booking on mobile - as long as your website is mobile-optimized. A slew of vendors and applications have popped up to help you make your website more mobile-friendly,
add mobile payment options, and even create your own hotel mobile app.
14. Mobile Key
Why make guests carry around an easy-to-lose plastic room key when their smartphones can act as room keys? Using secure Bluetooth technology, hotels can let guests unlock their guestroom doors with a mobile “key” which is less
likely to get lost and never gets demagnetized. The Bluetooth-enable locks are usually quite easy to install, and they can deliver a nice boost in guest satisfaction and a positive return on investment.

7
 

15. BYOD and Streaming to Hospitality TVs

The 21st-century version of pay-per-view and cable is BYO streaming. Guests already have a favorite streaming service – all your hotel tv needs to provide is a place for them to log in and watch. Smart TVs with streaming apps are the
next essential amenity in hotel rooms so that guests aren’t forced to watch Netflix on their laptops. Instead, allow guests to access their own streaming accounts on their in-room TV for an optimal viewing experience.
 

16. Mobile Guest Journeys

After booking their reservations on mobile, how can guests continue their experience on their smartphones? Hoteliers are exploring creative ways to keep guests engaged pre-arrival through after check-out. For example, guests could
download your hotel app (or access a web-based app) to book restaurant or spa reservations and learn about your amenities. Or you could send push notifications or text messages with important pre-stay reminders or mid-stay pulse
checks.
17. APIs
As hoteliers use more and more software applications, these systems must communicate with each other in order to deliver maximum value. APIs, or application programming interfaces, make such collaboration possible. For instance,
your property management system might integrate with your restaurant’s point-of-sale system via an API.
18. Privacy & Cybersecurity
Hotels are a prime target for hackers. “Only about 25% of all U.S. businesses, including hotel operators, are fully compliant with current data security best practices. That means that three out of four are not and are potential disasters
waiting to happen,” reported one cybersecurity expert.

8
Numerous high-profile malware attacks on the hotel industry have led to hundreds of millions of guests’ data being compromised and millions of dollars in damage. Just this February, MGM Resorts revealed they were the target of a
massive data breach that compromised personal information for more than 10.6 million guests. Files leaked in the MGM attack included information on celebrities, chief executives of technology companies, reporters and government
officials, according to Skift.
With this trend on the rise, hotels are being forced to get smart about security. Property owners must do their research in selecting tech tools that provide multilayer security, data protection, secure transactions, and compliance with
international payment and data privacy standards. Hotels must regularly host training to their staff on the proper way to handle personal information, comply with privacy regulations such as the GDPR, and change their access
credentials regularly. The many tech innovations we see penetrating the market require constant vigilance of cybersecurity best practices, regular updates to security software, and dedication to routine testing and threat assessment.
19. Distribution Wars
Hotels are getting better at capturing direct bookings. Hotel tech like direct booking platforms, metasearch ad managers, and messaging integrations help properties draw more visitors to their site and convert more direct bookings,
circumventing the high OTA commissions in the process. Direct booking tools that connect a property’s PMS, parity, behavioral and demographic data across the entire booking journey has put hotels on even footing with OTAs when it
comes to winning bookings.
Secondly, Google has entered the travel market in a big way. Google has expanded from traditional AdWords to include hotels everywhere via its Hotel Ads product. Google has historically been the source for much of OTAs inbound
demand, and now that the platform is a direct competitor, OTAs are vulnerable unless they pay billions of dollars each year to Google to ensure they show up high in search results and get clicks from travel planners. Free traffic is
“shrinking all the time”, Expedia CEO Mark Okerstrom explained to analysts.
20. WiFi 6
5G may be getting all the buzz, but for property owners, WiFi 6 is much more relevant. WiFi 6 is the term used to describe the next iteration of Wifi, a faster, more efficient connection enabled through new technologies. WiFi 6 is
about 30% faster than our current WiFi. This might not sound that impressive at first glance, but considering how many devices we’re adding to our WiFi networks, the increase in speed is dramatic.
Like 5G, WiFi 6 will have obvious implications for guests who use their smartphones to book and manage their stay. But beyond the guest experience, hotels can take advantage of faster WiFi to power all those streaming, tablet, and
voice-activated devices. With WiFi 6, your property can leverage in-room technology to provide better service, driving positive guest reviews and repeat business. Smart thermostats, smart speakers, and smart locks will all perform better
with the adoption of WiFi 6 over the next five years.