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HE - FOS - GR7-9 - Q1 - MODULE-2 For Teacher
HE - FOS - GR7-9 - Q1 - MODULE-2 For Teacher
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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
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TLE
Quarter 1 – Module 2:
Receive and Process
Reservations (RR)
Front Office Operations
Introductory Message
For the facilitator:
This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills 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:
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. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.
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 resource while
being an active learner.
ii
This module has the following parts and corresponding icons:
iii
At the end of this module you will also find:
1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.
iv
What I Need to Know
This module was designed and written with you in mind. It is here to help you
master the nature of Front Office Services. The scope of this module permits
it to be used in many different learning situations. The language used
recognizes the diverse vocabulary level of students. The lessons are arranged
to follow the standard sequence of the course. But the order in which you
read them can be changed to correspond with the textbook you are now using.
Let us determine how much you already know about the use of tools and
equipment. Take this test.
B. Enumeration
a. List down the features of a cluster reservation office
1.
2.
3.
4.
5.
b. Write down the things you need to remember when you acknowledge a customer
who is making a reservation
1.
2.
3.
4.
5.
6.
Lesson RECEIVE AND PROCESS
RESERVATIONS (RR)
2 FRONT OFFICE OPERATIONS
For a guest, reservation increases the chances of a better deal for assured
accommodation on arrival. For a hotel, reservation can enable a better management
of guest experience during usual as well as peak seasons. Reservation procedure
varies depending on the size and brand of the hotel and the reservation system
employed.
In this lesson, you will know the details how the front office handles reservations.
What’s In
What’s New
Organization
-Sequencing of words and phrases is 20 POINTS
logical and the reader is able to follow the
ordering of ideas.
Word Choice
-The poem uses many price and 20 POINTS
descriptive words to develop main ideas
or message about our lesson.
Expression and Creativity 10 POINTS
Neatness 10 POINTS
TOTAL /60 POINTS
What is It
It is the one of the many departments of the hotel business which directly interacts
with the customers when they first arrive at the hotel. The staff of this department
is very visible to the guests. Front office staff handles the transactions between the
hotel and its guests. The staff receives the guests, handles their requests, and strikes
the first impression about the hotel into their minds.
Front-House Operations
These operations are visible to the guests of the hotel. The guests can interact
and see these operations, hence, the name Front-House operations. Few of
these operations include:
Back-House Operations
Front Office staff conducts these operations in the absence of the guests or
when the guest’s involvement is not required. These operations involve
activities such as:
Pre-arrival
It is the stage when the customer is planning to avail an accommodation in the hotel.
In this first stage, the customer or the prospective guest enquires about the
availability of the desired type of accommodation and its amenities via telephonic call
or an e-mail. The customer also tries to find out more information about the hotel by
visiting its website.
At the hotel end, the front office accounting system captures the guest’s information
such as name, age, contact numbers, probable duration of stay for room reservation
and so on.
Arrival
The front office reception staff receives the guest in the reception. The porters bring
in the guest luggage. For the guest with confirmed reservation, the front office clerk
hands over a Guest Registration Card (GRC) to the guest and requests the guest to
fill in personal information regarding the stay in the hotel. The clerk then registers
the guest in the database thereby creating a guest record and a guest account along
with it. Later, the clerk hands over a welcome kit and keys of the accommodation.
After the procedure of registration, the guest can start occupying the
accommodation.
Occupancy
During occupancy, a front office accounting system is responsible for tracking guest
charges against his/her purchases from the hotel restaurants, room service, bar, or
any outgoing telephone calls made via the hotel’s communication systems. The front
office staff is responsible to manage and issue the right keys of the accommodations
to the right guests. On guests’ request, the staff also makes arrangement for
transportation, babysitting, or local touring while the guest is staying in the hotel.
Departure
During guest departure, the front office accounting system ensures payment for
goods and services provided. If a guest’s bill is not completely paid, the balance is
transferred from guest to non-guest records. When this occurs, collection becomes
the responsibility of the back-office accounting division.
At the time of guest departure, the front office staff thanks the guest for giving an
opportunity to serve and arrange for handling luggage. In addition, if the guest
requires airport or other drop service, the front office bell desk fulfils it.
Respond to reservation request
• Check availability
• Know the reservation systems
• Be familiar with airlines, hotels and events.
• Terms and conditions of booking request – restrictions, minimum numbers,
method of payment
• Product knowledge – leads to selling techniques.
Offer advice and information about available products, service and facilities:
• Apply selling techniques
• Know your market
• Know your product:
a. advise customers of the features and benefits of your product
Term Meaning
OHMS
Online Hotel Management System, a software system to manage
all back-office operations of a hotel.
PBX
Private Branch Exchange, a private network of telephones within
an organization.
POS
Acronym for Point of Sale. It is the revenue generating place in
the hotel where retail transactions are carried out.
Rack rate The price at which the hotel rooms are sold before applying
discount.
SMERF Acronym for Social, Military, Educational, Religious, and
Fraternal.
It is a report of accounts that represents ending balance of each
Trial balance account in the list. It is prepared at the end of an accounting
period.
Guaranteed Reservation:
It ensures that the hotel will hold a room for the guest until a specific time of
guest’s scheduled arrival date.
Non-guaranteed Reservation: ensures that the hotel agrees to hold a room for
the guest until a stated reservation cancellation hour (usually 6pm) on the day of
arrival.
Reservations Inquiries:
• Guest can communicate their reservation inquiries in person, over the
phone, via email, through facsimile, telex, email.
• While getting a reservation inquiry, the reservation staff shall obtain the
following guest-related information and create a reservation record.
- guest’s name, address and telephone number
- company or travel agency name
- date of arrival and departure
- type and number of rooms requested
- desired room rate
- number of people in the group, if applicable
- method of payment and/or guarantee
- any other special requests
Types of Hotel Reservation Systems:
An efficient and effective reservation system is what adds to the hotel’s profitability.
Following are the most popular reservation systems:
Let us see how a Whitney slip and the bedroom journal looks like:
Though this system proved efficient, it generated a lot of paperwork with occasional
scope for errors. The drawbacks were overcome by the central reservation system.
The guests of hotel sales agents call for checking room availability. It is forwarded to
the front office reservation staff. The staff finds out details about the requirement
and checks the availability of desired accommodation in the database. According to
the reservation policies and procedures, the reservation staff member then notifies
or suggests the reception about the accommodation availability and takes further
appropriate action.
Distribution Channels:
Even though many of the five-star hotels rely heavily on central reservations offices
and intersell agencies, some potential guests still find it convenient and personal to
directly call the hotel to communicate a reservation inquiry. These are made in
several ways: Telephone, Mail, property to property, FAX, and email.
Intersell Agencies:
• Businesses that contract to handle reservations for more than one product
line.
• Intersell agencies typically handle reservations services for airline
companies, car rental companies and lodging properties.
• Its typically channel room reservation requests to a hotel central
reservations system, but they may also contact a destination hotel directly.
• Internet distribution system (IDs) enable travelers from many different market
segments to use desktop and mobile services to reserve hotel rooms, book
flights and select rental cars.
• Individual hotel websites commonly feature user-friendly and secure
procedures for making and paying for reservations.
• Hotel websites also feature marketing tools such as links to hotel products
and services and photographs and virtual tours of the property.
Group Reservations
Group reservations can involve a variety of contacts: guests, meeting planners,
convention and visitors’ bureaus, tour operators and travel agents.
What’s More
Direction: Write an essay about your learning on this lesson using the guide
phrases below.
I will apply
___________________________________________________________________________
_______________________________________________________________________________
__________________________________________________________________________________
RUBRIC
Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are
Ideas manner manner general vague or
unclear
Organization Strong and Organized Some No
organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
beg/mid/end beg/mid/end
Understanding Writing shows Writing shows Writing shows Writing shows
strong a clear adequate little
understanding understanding understanding understanding
TOTAL
POINTS /40 POINTS
What I Can Do
Direction: Guess the word based on the given definition in each number. Write the
missing letters to form the word below the definition.
The one who directly interacts with the customers when they first arrive at the
hotel.
F r_ _ _ O f _ _ _ _ S t _ _ _
This category of reservation includes interacting with the guests to handle request
for an accommodation.
Fr___-H____
A computerized type of reservation that reduces paperwork and can handle large
amount of reservation data effortlessly.
C_____lR_________nS____m
Assessment
_____1. The Front Office staff handles the transaction within the hotel and receive
guest request and strikes the first impression about the hotel into their minds.
______2. It is in pre-arrival stage where the front office accounting system captures
the guest’s information such as name, age, contact numbers, probable duration of
stay for room reservation and so on.
______3. During occupancy stage, the front office staff thanked the guest for giving
an opportunity to serve and arrange for handling luggage.
______4. the first step in responding to reservation request is to advise the customer
of availability of requested booking.
_______5. In guaranteed reservation, the hotel agrees to hold a room for the guest
until a stated reservation cancellation hour (usually 6pm) on the day of arrival.
Additional
Activities
Term Meaning
Account
receivables
Concierge
GRC
The price at which the hotel rooms are sold before applying
discount.
Trial balance
What’s New
Output may vary
What I Know
A. Fill in the blank (s)
1. Central Reservation System (CRS)
2. Whitney System of Reservation
3. in person, over the phone, via email
4. front office accounting system
5. Pre-arrival
B. Enumeration
a. Cluster Reservations Office:
• Serves several hotels in geographic area.
• Operates similarly to a hotel chain central reservation
system, except that it serves one specific destination and
area instead of an entire hotel company.
• Eliminates the need to have separate reservations
departments in each of the participating hotels.
• Advantages: labor, cost are reduced, cross-selling
opportunities are created, room rates and availabilities can
be coordinated.
• Disadvantages: communication and coordination
challenges.
b. Acknowledge the customer making a reservation:
1. Use appropriate greeting
2. Never leave a guest waiting for attention.
3. Follow the establishment’s policies and procedures
4. Maintain eye contact – where applicable
5. Communication etiquette – no jargon
6. Be aware of cultural needs.
Answer Key
What’s In
t_tutorial.pdf
https://www.tutorialspoint.com/front_office_management/front_office_managemen
References
Additional Activities
Term Meaning
The amount of money an organization has the right to receive
Account receivables within some specified period (say 30 days) against the delivery
of products/services.
An extension of front desk that deals with personalized guest
Bell desk
services.
They are the charges borne by the guest on cancellation of a
Cancellation charges confirmed reservation or for not showing-up on confirmed
reservation.
Information desk that assists guests for transportation,
Concierge booking
of events outside the hotel
Guest Registration Card, which the guest needs to fill in with
GRC
personal formation at the time of registration.
Internet Protocol Private Branch Exchange, where internet
IP-PBX
protocol is used for call transmission.
MICE Acronym for Meetings, Incentives, Conferences, and
Exhibitions.
Non-guest Customer of a hotel business not being served at the moment.
No-show
A guest who has reserved an accommodation neither turns up
nor cancels it.
PBX Private Branch Exchange, a private network of telephones
within
an organization.
POS
Acronym for Point of Sale. It is the revenue generating place in
the hotel where retail transactions are carried out.
Rack rate The price at which the hotel rooms are sold before applying
discount.
It is a report of accounts that represents ending balance of
each
Trial balance
account in the list. It is prepared at the end of an accounting
period.
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