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TLE–HE-FRONT OFFICE
SERVICES
Quarter 3 – Module 1:
Access and Manipulate Reservation System
Information

NegOr_Q3_FOS9_Module1_v2
TLE Grade 9
Alternative Delivery Mode
Quarter 3 – Module 1: Access and manipulate reservation system information
Second Edition, 2021

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

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

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to
use these materials from their respective copyright owners. The publisher and
authors do not represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Pamela May A. Cadorna
Editors: Joseph S. Mapili & Leila G.de Guzman
Reviewers: Joseph S. Mapili & Jesusa Paladar
Typesetter: Joseph S. Mapili
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Joelyza M. Arcilla, Ed.D Maricel S. Rasid
Marcelo K. Palispis, Ed.D Elmar L. Cabrera
Nilita L. Ragay, EdD
Antonio B. Baguio, Jr., Ed.D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
Introductory Message

This Self-Learning Module (SLM) is prepared so that you, our

dear learners, can continue your studies and learn while at
home. Activities, questions, directions, exercises, and
discussions are carefully stated for you to understand each
lesson.
Each SLM is composed of different parts. Each part shall guide
you step-by-step as you discover and understand the lesson
prepared for you.
Pre-tests are provided to measure your prior knowledge on
lessons in each SLM. This will tell you if you need to proceed on
completing this module or if you need to ask your facilitator or
your teacher’s assistance for better understanding of the lesson.
At the end of each module, you need to answer the post-test to
self-check your learning. Answer keys are provided for each
activity and test. We trust that you will be honest in using these.
In addition to the material in the main text, Notes to the Teacher
are also provided to our facilitators and parents for strategies and
reminders on how they can best help you on your home-based
learning.
Please use this module with care. Do not put unnecessary marks
on any part of this SLM. Use a separate sheet of paper in
answering the exercises and tests. And read the instructions
carefully before performing each task.
If you have any questions in using this SLM or any difficulty in
answering the tasks in this module, do not hesitate to consult
your teacher or facilitator.
Thank you.

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 What I Need to Know

Front Office Services module is designed for a high school student to develop the
knowledge, skills and attitudes for the task related to front office. It covers
competencies that a person must achieve to access information to meet the
required scope and purpose, conduct further search if information is insufficient,
select required information, place order for any information that requires purchase,
download/print information in accordance with system procedures and needed
requirements, and organize information in a suitable format use.

After going through this module, you are expected to:

1. Identify the steps in conducting self-evaluation of performance in receiving
and processing reservations.
2. Familiarize with the process on how to conduct self-evaluation of
performance in receiving and processing reservations using rubrics.
3. Appreciate the importance of conducting self-evaluation of performance in
receiving and processing reservations.

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 What I Know

Directions: List down at least five skills of a front desk clerk that are essential in
the smooth operation of a hotel. Write your answer on your notebook.

1.
2.
3.
4.
5.

Lesson Access and Manipulate

Reservation System
1 Information

What’s In

Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Do

this on your activity notebook.

1. The front office represents the customer-facing division of a firm.

2. Reservation is one of the main functions of front office department.
3. It is convenient to contact and converse with other departments through the
front desk department.
4. Facilitating guests pertaining to the posting of letters, telegrams, and parcels
is a front desk job.
5. Collecting guest’s feedback is also a necessary activity of front desk
department.

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 Notes to the Teacher
Let the learners to read and understand the learning objectives. Before
going through this module, answer the questions in What I Know and refer
to the answer key for corrections. Do the different tasks: What’s New,
What’s More, What I have Learned, What I can DO, and the additional
activities. Finally, answer the assessment and refer to the answer key for
correction. After doing all the tasks, the teacher will inform the learner for
his/her progress.

What’s New

Directions: Arrange the following activities of front desk clerk according to the
hotel standard process in providing reservation to guests. Write the numbers 1 to
10 (1 being the first step and 10 the last step) on the blanks provided before each
item.

_____ Determine request availability of room.

_____ Record complete customer details in the system accurately.
_____ File reservation according to property standards.
_____ Complete, explain and confirm reservation details of customer bookings.
_____ Issue room key/electronic cards, guest mail and messages to guest.
_____ Record details of reservations.
_____ Acknowledge customer making a reservation using property standards.
_____ Offer alternatives, including waitlist options, if requested booking is not available.
_____ Advise others on reservation details.

_____ Receive reservation request.

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 What is It

In the hospitality industry where service is king, the importance of delivering

a great experience to guest is a familiar territory to hotel service providers. In an
increasingly competitive market, hotels must increase their efforts to provide an
outstanding guest experience.

A key factor that separate good service from truly exceptional service is
consistency. Consistency means repeatable. A successful hotel manager needs to
be confident in any given situation that the hotel staff knows how to respond and
act appropriately. Regardless of what time of the day it is whether it is a weekend
or a weekday, and whether who happens to be working that day. To ensure this,
evaluation of hotel staff performance is done periodically.

(Jokull n.d.) (Kzenon n.d.)

As a student aspiring to acquire the skills necessary for service in the hotel
industry, specifically front office services, you are required to conduct self-
evaluation to see if you have mastered the procedures of providing smooth
reservation process to guest discussed in the previous modules.

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The following are the task skills that need to be evaluated:

I. Receive Reservation Request

a. Acknowledge customer making a reservation using property standards
b. Determine request availability of room
c. Offer alternatives, including wait list options, if requested booking is not
available.
d. Answer inquiry regarding rates and other product features accurately
II. Record Details of Reservations
a. Record complete customer details in the system accurately
b. Check and use guest profile/history if available in making the reservation
c. Record special request clearly in accordance with establishment
requirements
d. Complete, explain, and confirm reservation details of customer bookings
e. File reservation according to property standards
f. Prepare and issue documents and other materials to the customer in
accordance with the requirements of the specific reservation
III. Update Reservations
a. Record or update reservation payments and deposits of the reservation
accurately in accordance with the property standards
b. Receive, process and record amendments and cancellations of reservations
in accordance with customer request and property standards
IV. Advise Others on Reservation Details
a. Communicate general and specific customer requirements and reservation
details to appropriate departments and colleagues
b. Address follow up on customer requests and ensures that all specific
requirements in his reservation details are prior to guest arrival

If you are able to gain mastery through constant practice each of the tasks
mentioned above, then you will be able to acquire a satisfactory, if not excellent,
performance evaluation rating.

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 What’s More

Directions: Copy the performance evaluation form on a long bond paper. Put a
check mark (√) on the appropriate cell according to how you think you can perform
the task given.
Performance Self-Evaluation Form on Receiving
and Processing Reservations
I. Receive Reservation Excellent Very Satisfactory Fair Poor
Request satisfactory
a. Acknowledge customer making
a reservation using property
standards
b. Determine request availability
of room
c. Offer alternatives, including
waitlist options, if requested
booking is not available.
d. Answer inquiry regarding rates
and other product features
accurately
II. Record Details of Excellent Very Satisfactory Fair Poor
Reservations satisfactory
a. Record complete customer
details in the system
accurately
b. Check and use guest
profile/history if available in
making the reservation
c. Record special request clearly
in accordance with
establishment requirements
d. Complete, explain and confirm
reservation details of customer
bookings
e. File reservation according to
property standards

f. Prepare and issue documents

and other materials to the
customer in accordance with
the requirements of the specific
reservation

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 III. Update Reservations Excellent Very Satisfactory Fair Poor
satisfactory
a. Record or update reservation
payments and deposits of the
reservation accurately in
accordance with the property
standards
b. Receive, process and record
amendments and
cancellations of reservations
in accordance with customer
request and property
standards.
IV. Advise Others on Excellent Very Satisfactory Fair Poor
Reservation Details satisfactory
a. Communicate general and
specific customer
requirements and reservation
details to appropriate
departments and colleagues
b. Address follow up on customer
requests and ensures that all
specific requirements in his
reservation details are prior to
guest arrival

Scoring Rubrics for Activity 1

Descriptions of Points Score Total Score Average

Self-evaluation Tasks: (a+b+c+d) (total
Rating a b c d score/4)
Excellent 95—100
Very Satisfactory 89—94
Satisfactory 83—88
Fair 77—82
Poor 73—76
Final Average

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 What I Have Learned

Directions: Write an essay about your learning on this lesson/module using the
following guide phrases.

I have learned that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I have realized that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I will apply

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Essay Rubrics

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 vague
Ideas manner manner general 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 a Writing shows Writing shows

strong clear adequate little
understanding understanding understanding understanding

Mechanics Few (if any) Few errors Several errors Numerous

errors errors

TOTAL POINTS: /40

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 What I Can Do

Directions: Answer the question below on your notebook

Question: Explain why performance evaluation of front office staff in receiving and
processing reservations is important in hotel operation.

Scoring Rubrics:
Descriptions Points Teachers Score
Correctness of content 50
Timeliness 30
Neatness 20
Total 100

Assessment

Directions: Arrange the following activities of front desk clerk according to the
hotel standard process in providing reservation to guests (1 being the first step and
15 the last step) on the blanks provided before each item.

_____ Offer alternatives, including wait list options, if requested booking is not
available.
_____ Record complete customer details in the system accurately.
_____ Acknowledge customer making a reservation using property standards.
_____ Record or update reservation payments and deposits of the reservation
accurately in accordance with the property standards
_____ Prepare and issue documents and other materials to the customer in
accordance with the requirements of the specific reservation
_____ Record details of reservations.
_____ Complete, explain and confirm reservation details of customer bookings.
_____ File reservation according to property standards.
_____ Advise others on reservation details.

_____ Receive reservation request.

_____ Determine request availability of room.

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_____ Answer inquiry regarding rates and other product features accurately
_____ Check and use guest profile/history if available in making the reservation
_____ Address follow up on customer requests and ensures that all specific
requirements in his reservation details are prior to guest arrival.
_____ Communicate general and specific customer requirements and reservation
details to appropriate departments and colleagues.

Answer Key

POST-TEST WHAT’S NEW

TRUE 5.
TRUE 4.
TRUE 3.
TRUE 2.
TRUE 1.

WHAT’S IN

Attention to detail
(Answers may vary) Ability to work under pressure
Can multi-tasks
WHAT I CAN DO Organized
Good communication skills
(Answers may vary) (1-5 answers in any order)
WHAT I KNOW
WHAT’S MORE PRE-TEST:

NegOr_Q3_FOS9_Module1_v2
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References
Book (s)

Roldan, A. S. (2014). Introduction to Hotel & Front Office Operations. Skills Development
and Management Services, Inc.

Websites

CANVA - Collaborate & Create Amazing Graphic Design for free. (n.d.). Retrieved January
19, 2022, from https://www.canva.com/

Collaborate & Create Amazing Graphic Design for free - CANVA. (n.d.). Retrieved January
19, 2022, from https://www.canva.com/

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For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net

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