Learning Area Front Office Grade Level 9/10

W1 Quarter Fourth Date

I. LESSON TITLE Provide Porter Services
II. MOST ESSENTIAL LEARNING Handle guest arrival and departure
COMPETENCIES (MELCs) TLE-HEFS9-12PS-IVd-e-22
III. CONTENT/CORE CONTENT Assists guests promptly upon arrival and departure from the hotel respectively
IV. LEARNING PHASES AND LEARNING ACTIVITIES
I. Introduction (Time Frame: 30minutes)
This resource aims to help you hone your skill in providing porter services using competency-based approach. This is designed
to help you learn the process of handling guest upon arrival and departure.

Learning Task 1:
Directions: Write “A” if the statement describes Arrival and “D” if the statement describes departure.

Arrival- The reaching of a goal or an objective because of an effort or a process.

Departure- The act of leaving.

_____1 Soon after his appearance, Prince Andrew, a gentleman of the chamber, presented himself in court and at
a levee.
_____2 His method upon arrival had remained the same.
_____3 He failed to acknowledge my exit as I returned to my room.
_____4 He raised the topic to take Cynthia's mind off Martha who has immediate concern about the old man.
_____5 Spring suggested a garden and Betsy embraced the idea wholeheartedly.

Learning Task 2:
Directions: Draw if the statement on handling guest upon arrival and departure is correct; otherwise, draw .

_____1 As a front desk representative, the first thing to do upon arrival of guests is to lift their luggage from the trolley.
_____2 Make your voice loud when telling the room number of the newly arrived guest so that the hotel personnel
will recognize him/her.
_____3 It is alright to address all the guests’ special requests upon dining at the hotel’s restaurant.
_____4 The best way to give personalized service to the guest is by consistently addressing his/her name every
conversation.
_____5 Handle luggage and other articles safely with care.

D. Development (Time Frame: 50minutes)

How to welcome and assist guests to front desk
1) Make guest feel welcome.
 Smile and make eye contact
 Greet the guest
 Open the door for the guest
 Always greet the guest first. A very enthusiastic greeting can mean a good impression.
 Ask, “How may I Help you?” (If they need help)
2) Open the door of the vehicle.
 Assist every guest who steps out of the vehicle and greet him or her according to your property’s standard.
3) Unload luggage of guest.
 Lift luggage using safe lifting and bending techniques
 Handle luggage with utmost care
 Load luggage to the trolley properly
4) Assist the guest to the front desk.
 Assist guest together with his/her luggage towards the front desk. If they refuse to be assisted, direct the guest to the
front desk.

Learning Task 3:
Directions: List down the important steps to do when welcoming guest in the hotel.
1. ___________________________________________________________________________________
2. ___________________________________________________________________________________
3. ___________________________________________________________________________________
4. ___________________________________________________________________________________
E. Engagement (Time Frame: 60minutes)
Pre-Arrival Activities
Activities carried out by the hotel from the time of reservation to the time the guest checks in is called the Pre-Arrival activities.
If carried out properly, such activities can contribute on creating a positive first impression on the guest upon check in.
Some pre-arrival activities include:
1. Prepayment- Prepayment for guaranteed reservations should be received before the expected date of arrival.
Prepayments can be made using a variety of payment methods such as cash, cheque, bank draft, and credit cards.
2. Checking expected arrival lists- The Computer will generate a list that gives details of guests who are expected to
arrive daily.
3. Pre-Registration- This is the process by which section of a registration card, or its equivalent is completed for guests
with reservations prior to their arrival.
4. Pre-Assignment- This involves the allocation of a specific room to a guest prior to registration.
5. Welcome Booklet/Key Card/Passports- The key card/passport is a document given to hotel guests for identification
purposes. It also serves as a room key. A welcome booklet or letter contains basic information about the hotel.
6. Room Keys- The front office will also prepare the keys for cases whereby pre-assignment has been carried out. This
process simply involves in identifying the respective room key for the guest and putting it together with the
registration card.
7. Meal/Drink Vouchers- For control purposes, meal/drink vouchers for guests may be serialized.
8. Complimentary Orders- Besides complimentary rooms, there may be occasions when hotels give complimentary
items to guests such as flower basket, fruit basket, champagne, chocolates, etc. This is usually given to VIPs,
honeymooners, or long-stay guests.
Guest Check -Out/Departure
The objectives of the check-out/departure process are:
 To collect payment from guest for services rendered by the hotel
 To create a positive parting impression on the guest
 T obtain comments and suggestions from the guests that might be useful for improvement of hotel services which
could encourage the guest to return
 To update room status, create a guest history, and distribute check-out information to the appropriate hotel
departments.
These are the 5 steps to do for the settlement/check-out process:
1. Capture method of payment- Guest method of payment is obtained at registration to secure the payment and
speed up the check-out process.
2. Accounting procedure- Proper accounting procedure ensures that the folio balance is kept up-to- date and
accurate.
3. Settlement methods- Guests may pay through cash, credit card, or a combination of these methods
4. Guest departure- Hotels establish an official check-out time to allow for turnover of rooms for new arrivals. Policy on
late check-out should also be established.
5. Collection- For guest who settle their account through credit card or direct billing, the collection of accounts begins
after check-out. Collection procedures are carried out by the Accounting Department.
Check Out/Departure Procedure
Ways to check out a guest:
1. Conventional check-out/ In person check-out- The cashier will prepare the folio when guest requests for luggage
assistance from the bell counter.
2. Express check-out- This facility was introduced by many hotels as an extra service for guests who are busy and need
fast and efficient departure process. It is important that the guest is well-informed of the facility. Guests are usually
advised at the point of check-in, while some hotels leave notification of the service in the room. The guests are
advised to fill out a card, giving permission to the hotel to charge the entire account to the guest’s credit card.
Alternatively, the cashier may take an imprint of an acceptable credit card.
3. In room check-out/Self-check-out- In-room guest/ self-checkout service enables guests to leave the hotel without
the need to see the cashier for the settlement of the account. This is similar to the ECO. This service is extended only
to guests who have left credit card imprints at registration, or who have authorization to bill all charges to their
company.

Learning Task 4:
Directions: Arrange the following steps on Guest Pre-Arrival Activities. Write the corresponding sequence number on the
space provided.
_____1 The Computer will generate a list that gives details of guests who are expected to arrive daily.
_____2 This process simply involves in identifying the respective room key for the respective guest and putting it
together with the registration card.
_____3 For control purposes, meal/drink vouchers for guests may be serialized.
_____4 Prepayment for guaranteed reservations should be received before the expected date of arrival.
_____5 The process by which section of a registration card or its equivalents is completed for guests with reservations
prior to their arrival is referred to as pre-registration.
_____6 This is usually given VIPs, honeymooners, or long-stay guests respectively.
_____7 This involves the allocation of a specific room to a guest prior to registration.
_____8 A welcome booklet or letter contains basic information about the hotel.
IV. LEARNING PHASES AND LEARNING ACTIVITIES
Learning Task 5:
Directions: Explain the following questions.: Use the rubric below as your guide.

1. A hotel guest’s progress is recorded from the time of inquiry to the final departure. A hotel front office holds and
keeps files/records of transaction of hotel rooms. What is the importance of recording the guest’s progress? Why the
front office keeps the files of hotel?
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________

2. Explain the term late check-out and give three checks that need to be done before approving a late check out.
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________

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

A. Assimilation (Time Frame: 20minutes)

Learning Task 6:
Directions: Briefly explain the following questions: Use The rubric below as your guide.

1. You are the reception manager of a hotel. You are expecting a VIP guest who will arrive later in the afternoon.
What will you do before and upon his/her arrival?
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________

2. Your manager has received several guest complaints about the check-in procedure. You have been given the
responsibility of creating a customer questionnaire to find out current and future guests comments and suggestions of
the check-in service. What questions should be asked to help the manager determine the problems properly?
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________________

CRITERIA:
Clarity and Accuracy of Concept 4 points
Grammar Composition 6 points
Total 10 points
IV. LEARNING PHASES AND LEARNING ACTIVITIES
V. ASSESSMENT (Time Frame: 30minutes)

Learning Task 7:
Directions: Read properly each statement below. Draw a cross under the TRUE column if the statement is correct or draw a
cross under the FALSE column if the statement is not correct.
TRUE FALSE
1. In-room guest/ self-checkout service enables guests to leave the
hotel but need to see the cashier for the settlement of the
account.
2. Assist every person who comes out of the vehicle and greet him or
her according to your property’s standard.
3. Collect payment from guest for services rendered by the hotel.
4. Besides complimentary rooms, there may be occasions when the
hotels give complimentary items to guests like flower basket, fruit
basket, champagne, chocolates, etc.
5. Always greet the guest first. A very enthusiastic greeting can mean
a good impression.

Learning Task 8:
Direction: Complete the Guest Cycle. Then, explain its function.

Welcome
and assist Arrival/
guest to
the Check-In
frontdesk

Departure/ In House/
Check out During stay

VI. REFLECTION (Time Frame: 20 minutes)

 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/lesso n.
? – I was not able to do/perform the task. It was extremely difficult. I need additional enrichment activities to be able to do/p erform this
task.
Learning Task LP Learning Task LP Learning Task LP Learning Task LP
Number 1 Number 3 Number 5 Number 7
Number 2 Number 4 Number 6 Number 8

VII. REFERENCES K-12 BEP-TLE Home Economics-Front Office, p.130-133

Competency Based Curriculum TESDA NCII Front Office, p. 96
DHM-122-Front-Office-Operations-2009, p. 135-145
Prepared by: Khrissy Anne P. Jimenez Checked by: Esperanza M. Pagkaliwangan
Mary Ann L. Azores
Jennifer U. Cruz
Melinda S. Abraham