LEARNING MODULE
SPECIALIZATION SUBJECT
Quarter I
WEEK 1-2
FRONT OFFICE NC II
Prepared by: Russel Mae A. Trinidad
Dear Learner,
BSBT College Inc.-Senior High School has prepared learning modules on your different subjects,
to be able to start the competencies for the School Year 2020-2021 amidst the pandemic. We
understand the plight of each student so we prepared a learning material that would work for you.
Since the accomplishment of tasks is self-paced, students learn to have a sense of responsibility.
Because this is a modular and online course, thus we will not meet in person; our
communication will take place through my contact information.
Facebook Messenger: Russel Mae A. Trinidad
Email: russeltrinidad@bsbt.ph.education
Contact Number: 09064058757
You should expect a response within our class hours only. I am also open for face to face
consultation in school from Monday to Saturday 8:00 am-5:00 pm.
We can all get through this! Cooperation is the key, God bless!
General Guidelines:
1. Read and understand the content and discussions of every module.
2. Answer the activities honestly.
I have read and fully understand the contents of this document.
_______________________________
Student Signature over Printed Name
Date: _______________
_______________________________
Parent Signature over Printed Name
Date: _______________
2|Front Office Services NC II
**To be filled up by the subject teacher
SCORE SHEET
WEEK COVERAGE: __________________
ACTIVITY
SCORE
Prepared by: Russel Mae A. Trinidad
Teacher
Noted by: _________________________
Adviser
3|Front Office Services NC II
Executive Summary
Hospitality management industry has one of the biggest demands of workforce on the world
today. People travel to places every now and then to relax, explore, be entertained, and shortly
escape from their rigid roles in the everyday work. In order to address the guests’ needs for comfort,
there are hotel staffs who can give them heartwarming experiences which they may remember for
the rest of their lives.
In this course, you will learn the core competencies that a Front Desk Officer should
experience in order to provide quality services to the clients. The module is designed to improve your
skills in your own pace based on the TESDA Training Regulations.
The part of the module will then discuss the core competencies which are subdivided into two
chapters/quarter:
Chapter/Quarter 1: focuses on how to accurately receive and process reservations which
describe the procedures on receiving reservation request, recording and updating details of
reservation, and advising others about the reservation details. As part of the reservation procedure,
you will also learn to operate the computerized reservation system specifically accessing and
manipulating system information, creating reservation, sending and receiving communications to
colleagues using the required features of the system. It lets you demonstrate your skills in providing
accommodation reception services which includes preparing for guest arrival, welcoming and
registering guests, organizing for their departure, and preparing front office records and reports.
Chapter/Quarter 2: allows you to monitor financial transactions and complete routine records
and report during the Night Audit, as well as providing club reception services through processing
club memberships, and monitoring the guests’ affiliation to the club. Lastly, explains the processes on
how to provide porter services upon arrival and departure of guests, handling their luggage, and
respond to request for concierge services. This will also details the important tasks to be performed by
the cashier such as preparing the guest folio, collecting cash, and processing the receipts.
Enjoy using this module as your guide in attaining the National Certificate II (NCII) in Front
Office, be employed in the hospitality industry or establish your business for sustainable source of
living.
4|Front Office Services NC II
Lesson 1
RECEIVE AND PROCESS RESERVATIONS
This resource aims to help you hone your skill in receiving reservations using competencybased approach. The module is designed to help you learn the process of reservation using your own
pace.
All the activities are designed to be highly interactive and approximate real reservations
environment and computerized reservation system of a hotel or resort.
LESSON 1.1
RECEIVE RESERVATION REQUEST
This lesson with the learning competencies discusses and explains effective telephone
standards with appropriate concepts on reservations process for tourism or hospitality product or
services offered for sale through agents or direct to the clients. It also details the Property
Management System (PMS) which compiles the activities and dealings of guests to the hotel.
Telephone verbiage will give learners the effective understanding in following standards upon taking
reservations.
Objectives:
At the end of this lesson, you are expected to:
1. determine and advise the availability of the reservation to the customer
2. offer alternatives, including waitlist options, if requested booking is not available
3. respond to inquiries regarding rates and other product features according to
established procedures
5|Front Office Services NC II
Hotel Reservation through Phone
Imagine yourself being in the office where all people are busy doing their daily tasks, and then
suddenly the telephone near you rings and someone approach you to answer the call. What should
you do?
Here are some tips on how you will handle phone call
1.
2.
3.
4.
Remember to answer all calls in a clear upbeat tone and within 3 rings.
Make sure you answer each call in the correct manner according to where each call
originates.
If you respond to a call but you can’t hear anything at all, repeat your greetings 3 times
and then apologize explaining that you can’t hear anything. Ask the mystery caller to try
calling back on a different line before hanging up.
As a security measure remember to never give out a guest’s room number to an outside
caller or caller calling on a house phone. Put callers through and leave it up to the guests
themselves to inform callers of their room numbers.
When answering calls ensure that your callers are aware of the following:
1.
2.
3.
4.
5.
That the correct outlet has been called (when appropriate)
That the
correct
property
has
been called (when appropriate)
Who they are speaking to (when appropriate)
That you are professional in your approach
That you are willing to provide friendly service
Always remember these in answering calls.
1.
The greeting must be clear
2.
The telephone must be answered within three rings.
3.
State the name of the guest since this will appear in the telephone console
Example: The accounting department. Good afternoon! This is Sally, how may I help you
Mr. Harold?
Telephone Etiquette
1.
Always identify yourself at the beginning of all calls.
a)
When in the office, always answer a telephone by saying: “Good Morning, Accounting
Department, SyndiSeid speaking. How may I help you?”
b)
From a cell phone, state your name, “Hello, SyndiSeid here.” Do not answer by using words
such as “yeah” or “yes.”
c)
When placing a call, always state your name along with the name of the person you are
calling. Example: “Hello, my name is John Doe from XYZ Corporation. May I please speak
with Ms. Jane Smith?”
2.
Be sensitive to the tone of your voice. Do not sound overly anxious, aggressive or pushy. It is
important your tone conveys authority and confidence. Do not lean back in your chair when
speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at home, use a personal tape
recorder to privately record your own conversations. You will then hear how your sound to others.
3.
Think through exactly what you plan to say and discuss BEFORE you place a call.
6|Front Office Services NC II
Tip: Jot down the items you want to discuss and questions you want answered. In other words,
anticipate and expect you will be placed into a voicemail system; plan your message to be as direct
and specific as possible, asking the person to respond to specific alternatives or questions. Do not
say, “Hello, it’s Syndi, call me back.” At least state the subject about which you want the person to
call you back about.
4.
Do not allow interruptions to occur during conversations. Do not carry on side conversations
with other people around you. The person on the telephone takes precedence over someone who
happens to walk in your office or passes by while you are on the phone.
Tip: If you must interrupt the conversation, say to the person, “Please excuse me for a moment I’ll be
right back.” And when you return, say, “Thank you for holding.”
5.
Especially when leaving messages, speak clearly and slowly. Do not use broken phrases, slang
or idioms. Always, always leave your return telephone number as part of your message, including the
area code . . . and S-L-O-W-L-Y, including REPEATING your telephone number at the end of your
message.
Tip: Practice leaving your number, by saying it aloud to yourself as slow as you have heard an
informational operator say it.
6.
Always speak into the telephone receiver with an even and low tone of voice. Especially
when speaking on a cell phone out in public, be sure to monitor how loud you may be.
Tip: Move the phone ear piece just slightly away from your ear and listen to yourself speaking.
Discover whether you are speaking too loudly or too quietly for the other person to hear you.
7.
Do not allow yourself to be distracted by other activities while speaking on the telephone,
such as rustling papers, chewing and eating, working on the computer, or speaking with someone
else.
Tip: Always treat every caller with the utmost courtesy and respect by giving him/her your undivided
attention
Sample telephone verbiage for taking reservations:
1.
FO staff informs the caller that he/she will be processing the reservation.
Example: “This is room reservations, my name is (reservationist’s name) and I will be taking your
reservations (guest name)
2.
FO Staff will then ask the following questions for record purposes.
a) Customer’s name
Example: “May I have your name?” or “May I have the name of the person you are booking for?”
b) Date of arrival
Example: “May I have your arrival date Mr. Smith?”
c) Number of nights
Example: “How many nights would you be staying Mr. Smith?
d) Number of room required
Example: “How many rooms would you be needing Mr. Smith?”
e) Type of room and their respective rates
Example: “What type of room would you be needing Mr. Smith? We offer the Executive De Luxe
room at $200.00, while the Superior De Luxe room is at $300.00 rate.”
f)
Company affiliation
Example: “Do you have any company affiliation Mr. Smith?”
7|Front Office Services NC II
Establishing Availability
Here are the steps to be undertaken by the Front Office in ensuring the availability of hotel properties.
1.
Check for Availability - Check availability using reservation system in your property
2.
Checking for availability may include inputting the following:
 Arrival Date
 Number of nights
 Number of adults
 Number of room
 Rate code
3.
FO staff then advises the caller of the availability
Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of August Mr. Smith for
$230 per room per night exclusive of service charge and taxes.”
4.
FO staff will advise caller of the inclusions of the rate quoted
Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5
pieces of laundry every day, round-trip airport transfers, local calls, and the use of the
facilities like the gym, swimming pool and outdoor Jacuzzi.”
5.
Multiple scenarios in availability:
o
If the caller has no company affiliation but is a returning guest, check his history in the system.
Offer the same package if it is still valid but upsell to higher room category.
Example: “Mr. Smith, the package you availed on your last stay is still valid but you are
very fortunate because we have an available Superior Deluxe on September 9 and this
room is more spacious and has larger windows and a fantastic view.”
o
If the package is no longer available, offer existing package.
Example: “Mr. Smith, the package you availed on your last stay is not valid anymore.
However, we are offering you another exciting package.”
o
If the first rate offered is not acceptable to the caller, we should determine their specific needs
and or price threshold and negotiate a rate slightly above the caller’s budget, ensuring there
is availability and the rate sold is within the guidelines of the Selling Strategy.
Example: “Mr. Smith, may we know what budget are you looking at for this stay?”
o
If the room is not available:
 The FO staff must offer an alternative
“I am sorry but we don’t have any available Executive room on the 28th of August Mr.
Smith. Would you like me to book you to a Superior Room instead?
 The FO staff must offer another room type, another day, or offer the reservation to be
waitlisted.
“Would you like to move your reservation to another date?”
“Would you like me to put your reservation on waitlist Mr. Smith?
o
If the room is available
 Reservation agent offers to make a reservation.
“Would you like me to make a reservation for you Mr. Smith?”
8|Front Office Services NC II
Property Management System
Property Management System (PMS) is a hotel computer system that networks the software
and hardware used in reservation and registration databases, point-of-sale systems, accounting
systems, and other office software. It is the databank of collected revenue generating and nonrevenue generating activities of guest in the hotel.
Guaranteed and Non-Guaranteed Reservations
There are two types of reservations done in the hotel; they are the guaranteed reservations
and the non-guaranteed reservations (Education Institute American Hotel and Motel Association)
1.
Guaranteed Reservations
Hotel accepts prepayment from the guest and holds the room whether the guest arrives in
the hotel or not. Cancellation depends on the hotel policy and as agreed upon by guest and
hotel.
2.
Non-guaranteed Reservations
The hotel holds the room until a specified time. The hotel has an option to sell the room to
another guest after the release. This is to ensure that opportunities are given to other guest
who may want to book in the hotel. For some hotels with a very high guaranteed deposit, they
do not accept non-guaranteed reservation.
Forms of settlement of guest
1.
2.
3.
4.
Prepayment is payments made in advance through mail; walk-in and other methods that
guest can pay in advance or prior to their stay.
Advance deposits are partial payments made by the guest for his entire stay. These usually
are estimated first day stay room charges.
Credit Card is a pre-authorized payment enabling the hotel to block a certain amount in
the credit card to be used as payment of guest. This can also be a direct sale in the credit
card.
Send Bill arrangements, where all the bills are settled by:
• Travel agencies makes the deposit as guest is a third party in the agreement.
• Corporate accounts are arrangements between the company and the hotel. The hotel
upon evaluation grants a credit line that can be used by the company. Company guest
are billed through their company account and sent by the hotel for billing purpose. Under
this arrangement, special rates are being given by the hotel to entice companies to book
in the hotel.
Room Rates
Some of special room rates offered in the hotel are:
1.
Commercial rate or Corporate rate
2.
Complimentary rate for business promotion
3.
Group rate for predetermined number of affiliated group
4.
Family rate for parents and children sharing the same room
5.
Day rate for less than an overnight stay
6.
Package plan rate for guestroom sold in a package that includes special events or
activities.




Overbooking
o It means accepting more reservations than the hotel can fill.
Availability board
o It is a convenient visual guide for controlling overbooking. It reflects the true picture of
the room availability status for a six-month period.
Foreign Individual Tourist Traveller
o The guest is alone and he/she does not join other groups.
No Show
o The "No Show" means that the room is reserved but not in use or the reservation has
been canceled.
9|Front Office Services NC II
 Review of Lesson 1.1
Note: Please submit only to your teacher the pages with activity.
A) MULTIPLE CHOICE
Directions: Read the statement below and choose the letter of the correct
answer. Write your answer on a separate sheet.
1. How many rings before you answer phone calls?
a. 2
b. 3
c. 4
d. 5
2. In answering phone call, what should be avoided?
a. “Hello, Good morning, Accounting
Department, Mercy speaking.”
b. “Hello, my name is John Paul from ABC Corporation, may I know your
name?”
c. Good Afternoon, this is Susie, how may I help you?
d. Yes, this is Syndi, how may I help you?
3. In order, what questions a Front Office Staff must ask for record purposes?
a. Customer’s name, number of nights, company affiliation
b. Customer’s name, date of arrival, company affiliation
c. Customer’s name, date of arrival, no. of nights, no. of room, no. of room
required, company affiliation
d. Date of arrival, customer’s name, company affiliation, no. of nights
4. Following are forms of settlement of guest, except:
a. Pre-payment
b. Credit card
c. Send agreement
d. Property management system
5. This kind of settlement is between the company and the hotel. The hotel grants a
credit line that can be used by the company.
a. Pre-payment
b. Credit card
c. Send bill agreement
d. Property management system
B) TRUE OR FALSE
Directions: Write True if the statement about proper telephone etiquettes is
correct; else write False if it is wrong.
_________1. When in the office, always answer a telephone by saying: “Yes
Sir, how may I help you?”
_________2. Jot down the items you want to discuss and questions you
want answer during the telephone inquiry.
10 | F r o n t O f f i c e S e r v i c e s N C I I
_________3. Always speak into the telephone receiver with an aggressive
and overly anxious voice.
_________4. Do not allow interruptions to occur during conversations.
_________5. Build the habit of always turning off your cell phone ringer
when entering a meeting.
_________6. For security reasons, do not identify yourself at the beginning of
all calls.
_________7. Think through exactly what you plan to say and discuss after you
place a call.
_________8. Do not use broken phrases, slang or idioms when leaving a message.
_________9. Always treat every caller with utmost courtesy and respect by
giving him/her your undivided attention.
_________10. During phone conversation, it is important that your tone
conveys authority and confidence.
11 | F r o n t O f f i c e S e r v i c e s N C I I
LESSON 1.2
RECORD DETAILS OF RESERVATION
This lesson with the learning competencies give learners effective standard on the use of a
guest history system with the process of reservation record and provide an actual performance
which are highly interactive and approximate real reservations environment and computerized
reservation system of a hotel or resort.
Objectives
At the end of this lesson, you are expected to do:
1.
2.
3.
4.
5.
record complete customer details accurately against his/her booking in a manner which
ensures correct interpretation by others who may access the reservation details
check customer profile or history, if available, and use the information to assist in making
the reservation to improve customer service
Record special requests clearly in accordance with established requirements
File reservations in a manner which ensures easy access by others and is accordance with
established procedures.
Prepare and issue documents and other materials to the customer in accordance with the
requirements of the specific reservation
12 | F r o n t O f f i c e S e r v i c e s N C I I
Taking Reservation Details
The task of the Front Office to take and record the reservation details of customers is somewhat
similar to a cashier who takes customer orders in a fast food chain. It starts from knowing the
customer’s demand, then preparing for the product to be served.
General steps on how to use the guest history system
1. Access the guest history system on the computer when taking reservations.
1.1
Ask the caller if he has previously stayed in your hotel.
1.2
If the caller is a returning guest, retrieve the guest history file in the property’s
computerized system.
1.3
Double check the guest record by asking the caller’s information stated in his guest
history
2. Use guest history to personalize service
2.1
Mention the last room used by the caller.
2.2
Ask if the caller prefers his last arrangement. Otherwise upsell and offer other rooms and
features.
3. Always exercise caution in using guest profile.
3.1
Do not give out all information about the caller.
3.2
Use the information to up sell
Processing Reservation Records
1. Input the reservation information on the reservation record.
1.1
Ask for and enter the guest’s last name, first name and middle initial.
1.2
If the guest has title, enter it in the system
1.3
Indicate the mailing address and contact number.
1.4
Ask if the caller is making the reservation for another person.
1.5
Ask for the contact number of the person who should be contacted for the reservation
1.6
Ask for the arrival and departure date
1.7
Enter the number of people sharing the room
1.8
Confirm the room type, room rate and any special request
1.9
Enter the rate code
2. Guarantee the reservation
2.1
Ask the caller which credit card he would like to guarantee the reservation.
2.2
Explain guaranteed or non-guaranteed reservation
2.3
Explain the cancellation policy of the hotel
3. Confirm and enter the method of the guarantee
3.1
Inform callers that their credit card or direct billing account will be billed if they fail to
show up during the time of check in
3.2
Input in the system the reservation guarantee.
3.3
Enter the reservation is non-guaranteed so that the system can release the reservation
given the standard time set by the property.
4. Repeat the details of the reservation
Repeat the reservation details to verify what is inputted in the system
5. Give confirmation number
In a computerized reservation environment, this is automatically generated by the system.
6. Enter the reservationist
Some hotels, there is a specific field in the reservation field that reservationist input their names
for proper trace.
13 | F r o n t O f f i c e S e r v i c e s N C I I
7. Thank the guest
Do not hang up the phone first as the guest may have additional requirements. Let the caller
hang up the phone first.
Sample telephone verbiage for taking reservations:
1. FO staff informs the caller that he/she will be doing the reservation process of
the caller.
“This is room reservations, my name is (reservationist’s name) and I will
be taking your reservations (guest name)”
2. FO Staff will then ask the following questions for record purposes.
3. Customer’s name
“May I have your name?” or “May I have the name of the person you
are booking for?”
4. Date of arrival
“May I have your arrival date Mr. Smith?”
5. Number of nights
“How many nights would you be staying Mr. Smith?
6. Number of room required
“How many rooms would you be needing Mr. Smith?”
7. Company affiliation
“Do you have any company affiliation Mr. Smith?”
8. Check for Availability
Check availability using reservation system in your property
9. Checking for availability may include inputting
 Arrival date / Departure date
 Number of nights
 Number of adults
 Number of rooms
 Type of rooms
 Scratch name
 Scratch company
 Scratch agent
 Rate code
10. FO staff then advises the caller of the availability Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of
August Mr. Smith for $230 exclusive of service charge and taxes.”
11. FO staff will advise caller of the inclusions of the rate quoted Example
verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails;
complimentary 5 pieces of laundry every day, round-trip airport
transfers, local calls, and the use of the facilities like the gym,
swimming pool and outdoor Jacuzzi.”
14 | F r o n t O f f i c e S e r v i c e s N C I I
Continuation ….
12. Multiple scenarios in availability:
o
If the caller has no company affiliation but is a returning guest, check his history in
the system. Offer the same package if it is still valid but upsell to higher room
category.
“Mr. Smith, the package you availed is still valid but you are very fortunate
because we have an available Superior De Luxe on September 9 and this
room is more spacious and has larger windows and a fantastic view.”
o
If the package is no longer available, offer existing package.
“Mr. Smith, the package you availed on your last stay is not valid anymore.
However, we are offering you another exciting package.”
o
If the first rate offered is not acceptable to the caller, we should determine their
specific needs and or price threshold and negotiate a rate slightly above the
callers’ budget, ensuring there is availability and the rate sold is within the
guidelines of the Selling Strategy.
“Mr. Smith, may we know what budget are you looking for this stay?”
o
If the room is not available:
•
The FO staff must offer an alternative
“We don’t have any available Executive room on the 28th of August Mr. Smith.
Would you like me to book you to a Superior Room instead?”
•
The FO staff must offer another room type, another day, or offer the
reservation to be waitlisted.
“Would you like to move your reservation to another date?”
“Would you like me to put your reservation on waitlist Mr. Smith?”
o
If the room is available
 FO staff offers to make a reservation.
Sample verbiage:
“Would you like me to make a reservation for you Mr. Smith?”
Input caller’s details in the reservation system which includes the mode and process of
payment for product and services.
15 | F r o n t O f f i c e S e r v i c e s N C I I
Continuation ….
13. Obtain other reservation details including:
o
Smoking or non-smoking room
“Mr. Smith would this be smoking or non-smoking room?”
o
Type of room
“Mr. Smith would this be a king size or twin size bed?”
o
Time of arrival
“Mr. Smith may I know your estimated time of arrival?”
o
Mode of payment
“How would you like to guarantee your reservation?
o
If credit card, get number and expiration date
“May I have your credit card number and expiration date?”
o
If cash, advice the caller that a deposit of one night room charge is required. (rate
of room agreed upon by both parties) and, that if on the day of the arrival and no
deposit has been obtained, the reservation could be released after 4:00 PM.
“Mr. Smith, may we ask for a deposit of one night room charge to guarantee
your room.”
o
If guest does not want to give deposit
“Mr. Smith, we would like to inform you that we will be holding your room
until 4:00 pm on the date of your arrival. You can still check in after the said time,
but depending on the room availability on that day.”
o
Flight details and transportation requirements of the guest.
“May I have your flight details Mr. Smith? Do you wish to arrange for a
Limousine pickup from the airport?”
o
Ask the caller if he/she would need anything else
“Would there be anything else Mr. Smith?”
14. Recap the details of the reservation back to the caller
Review the details of the reservation to the guest including the confirmation number.
“I would just like to repeat the details of your reservation Mr. Smith. You will
be arriving on the 28th of August via Philippine Airlines flight number 101. You
will be staying for 1 night in the Executive De Luxe room with the rate of
$230.00 exclusive of service charge and applicable taxes. Our standard
check-in time is at 2:00 PM and check-out time is at 12 noon. Your
confirmation number is 9344562. Mr. Smith, if there is any amendment or
cancellations; kindly inform us 24 hours prior to your arrival. Thank you for
patronizing West Side Hotel. This is Leah of Reservation Section. ”
15. Offer to send a faxed confirmation letter to guest.
“Would you like me to fax a confirmation letter to you Mr. Smith?”
16. Close and thank the caller
“Thank you for choosing the (hotel name), Mr. Smith. We look forward to
welcoming you on your visit.”
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Processing a Reservation
The reservation system varies from one system to another. Thus, we focus on typical fields that maybe
found in a computerized reservation system environment. Note, that fields can be tailor made
depending on the needs of the property, thus, one property maybe different from another though
they may have the same system.
Below are typical fields in the system:
TYPICAL FIELDS
1. Arrival
REMARKS
The FO staff indicates in this field the expected arrival
date of guest.
2. Departure
Automatic if FO staff entered the number of nights
correctly. In some system, if FO staff change the
departure date, the number of nights changes
accordingly
3. Nights
This field will indicate the number of nights that the
guest will be staying in the hotel.
4. Adult/Child
Enter the number of occupants in the room.
5. Number of rooms
The field indicates the total number of rooms that was
requested by guest.
6. Room Type
Indicates what room type that was assigned to the
guest.
7. Room Number
Indicates the room number of guest.
8. Rate Code
Some system will automatically produce the rate code
if their company is on the database.
9. Reservation Type
Determines predefined reservations arrangement as
set by the hotel.
10. Time
If the guest tells you his probable arrival time, you
should enter it here.
11. Block Name
Used only for group bookings.
12. Market Code
This is a market code that is also use for statistics
purpose.
13. Source of Business
Classifies if a booking is from a local or international
agent or company, an individual booking, an SRS
booking, a walk-in or from an RSO.
14. Confirmation
This specifies the type of confirmation letter depending
on the source of the booking.
15. Channel
This describes how the booking was made such as
through telephone, fax, SRS, e-mail, internet, CRS, Front
Office, Sales, Telex, Sales and Catering, Letter, TV, etc.
16. Discount in $ or in %
If the rate needs to be discounted.
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17. Discount Reason
If the rate is discounted, the reason for the discount is
inputted in this field.
18. Reserved By
This is where the name of the caller and his/her
telephone number is written.
This shows the guest’s type of membership and
number.
Specials field is where the inclusions are written.
19. Type and Member No.
20. Specials
21. FFP Type
If the guest has a frequent flyer card, the number is
inputted here.
22. Payment
The type of credit card or type of settlement is inputted
here.
23. Approval Code
If the mode of payment is through a credit card, the
approval number is written here.
24. Amount
The amount of deposit is written in this field, whether
cash of credit card.
The arrival and departure flight details are inputted
here.
25. Arrival and Departure Flight
26. Time
27. Transportation In/Out
28. Print Rate
29. No Post
The arrival time and departure time of the flight of the
guest is inputted here
If the guest needs transfers, the type of car is inputted
here.
Used if the rate is confidential and is not to be printed
on the registration card. This is useful for Travel agency
accounts.
Used if the guest is on cash basis.
18 | F r o n t O f f i c e S e r v i c e s N C I I
 Review of Lesson 1.2
Note: Please submit only to your teacher the pages with activity.
A. MATCHING TYPE
Direction: Match the following computerized reservation fields in Column A to its
corresponding meanings in Column B. Write your answer on blank provided.
COLUMN A
________1. It classifies if a booking is
COLUMN B
a) Adult/Child
from a local or International agent
or company, an individual booking,
an SRS booking, or a walk-in.
________2. This describes how the
b) FFP Type
booking was made such as through
________3. It enters the number of
c) Amount
occupants in the room.
________4. It is used if the rate is
d) Source of Business
confidential and is not to be printed
on the registration card.
________5. If the guest has a frequent
e) Nights
flyer card, the number is inputted
here.
________6. If the mode of payment is
f) Print Rate
through credit card, the number is
written here.
________7. The initial deposit is written in
g) Specials
this field, whether cash or credit
card.
________8. The type of credit card or
h) Channel
type of settlement is inputted here.
________9. This field will indicate the
i)
Payment
j)
No Post
number of nights that the guest will
be staying in hotel.
________10.
It is used if the guest is
on cash basis.
k) Approval Code
19 | F r o n t O f f i c e S e r v i c e s N C I I
B. QUICK WRITE
Direction: Read the statement below about the details of the reservation, and then put it in a
sample computerized reservation system then complete the details that are being asked.
I would just like to repeat the details of your reservation Mr. Smith. You will be arriving on the 28thof
August via Philippine Airlines flight number 101. You will be staying for 1 night in the Executive De Luxe
room with the rate of $230.00 exclusive of the service charge and applicable taxes. Our standard
check – in time is 2:00 p.m. and check – out time is at 12 noon. Your confirmation number is 9344562.
Mr. Smith, if there is any amendment or cancellations; kindly inform us 24 hours prior to your arrival.
Computerized Reservation System
TYPICAL NEEDS
REMARKS
1. Arrival
2. Departure
3. Night
4. Room type
5. Room number
6. Price Rate
7. Reservation type
8. Amount
9. Time
10. Reserved by
20 | F r o n t O f f i c e S e r v i c e s N C I I
LESSON 1.3
Update Reservation Request
This resource aims to help you hone your skill in receiving reservations using competency-based
approach. The module is designed to help you learn the process of reservation using your own pace.
All the activities are designed to be highly interactive and approximate real reservations environment
and computerized reservation system of a hotel or resort.
Objectives
At the end of this lesson, you are expected to:
1. Receive amendments or cancellation of reservations
2. Recognize and communicate the effects of the reservation changes to the guest.
3. Update details of reservation in the computerized record.
21 | F r o n t O f f i c e S e r v i c e s N C I I
Process Reservations Changes and Cancellations
General Steps
1. Find out the guest name
2. Bring out the reservation in the
computerized system.
3. Ask the guest on the changes
of the reservation.
4. Effect the change
5. Repeat the reservation
changes to the guest.
6. Provide the guest a new
confirmation number for the
changed reservation.
7. Update the reservation record
8. Cancel reservations
Detailed Steps
Every property may have different
approaches in retrieving reservation
records. You must coordinate with the
supervisor to learn about the accepted
standards of your property.
 If the caller changes departure date,
make sure that the desired date of
change is still available. Otherwise advise
the guest/caller of the non-availability of
rooms on that date.
 Change may include the following but not
limited to:
 Arrival or departure dates
 Number of people in the room
 Room type
 Non-guaranteed to guaranteed
reservations
 Other items that deems necessary
correction by the guest.

Optional






Enter the changes in the computer.
Type your name (Reservation agent) that
effected the change.
Assign the cancellation number to the
caller and provide the caller the number.
If the guest reservation is guaranteed,
remind the guest to keep the cancellation
number as proof of cancellation for future
claims.
Ask the caller of future reservations
Encode the cancellation number.
9. Thank the caller and invite the
caller to call your property
again.
10. File the reservation record.
Process Travel agents’ no-show and cancellation forms
1.
Check if cancelled reservation is booked by a travel agent.
2.
Fill out a travel agent/ cancellation form
The following details may include but not limited to:
a. Guest name
b. Original arrival date
c. Departure date
d. Confirmation number
e. Name of property
f. Reservationist name
g. Reasons why the guest cancelled the reservations
3.
Provide a copy to the travel agent and file the copy for statistics and archive purpose.
22 | F r o n t O f f i c e S e r v i c e s N C I I
 Review of Lesson 1.3
Note: Please submit only to your teacher the pages with activity.
A. SEQUENCING
Direction: Arrange the proper order of the steps on how to process reservations changes and
cancellations. Write your answer on the answer sheet.
1. Ask the guest on the changes of the reservation
2. Cancel reservation
3. File the reservation record
4. Repeat the reservation changes to the guest.
5. Effect the change
6. Find out the guest name
7. Provide the guest a new confirmation number for the changed
reservation.
8. Bring out the reservation in the computerized system.
9. Update the reservation record
10. Thank the caller and invite the caller to call your property again.
23 | F r o n t O f f i c e S e r v i c e s N C I I
LESSON 1.4
Advice Others on Reservation Details
This lesson with the learning competencies Advice others on reservation details gives learners clear
understanding on reservation details and provide appropriate activity that gives proper procedures
on giving reservation details to clients.
Objectives
At the end of this lesson, you are expected to:
1. communicate general and specific customer requirements and reservation details to
appropriate departments and colleagues
2. compile and provide accurate and relevant reservation statistics to concerned people or
departments
24 | F r o n t O f f i c e S e r v i c e s N C I I
General Steps on Reservation Details
1. Ask guest on special request during his stay
2. Determine if request is possible and explain if there would be additional charges
3. Using the reservation system, detail the special request to various departments
Most system would allow the reservation agent to send messages to other departments.
Reservation agent create reservation record based on interaction of a guest only after determining
request for reservation can be met.
Reservation agent will collect and coordinate the following information:
1. Guest Name/Group Name
2. Home address/ billing address
3. Telephone number including the area code
4. Name, address, telephone number of the guest’s company
5. Name and pertinent information about the person making the reservation, not the guest
6. Number of people in the party, perhaps the ages of the children
7. Arrival date and time
8. Number of nights, or expected departure
9. Reservation type
Fulfilling Special Request
Part of registration process is making sure that any special request made by the guest during the
reservation process are acted upon, such as guest may have requested a connecting room,
specified room location, bed type, or other amenities.
Reservation Report
Popular daily reservation management report includes:
A. Reservation Transaction Report
This report summarizes daily reservation activity in terms of creation, modification, and
cancellation of reservation record.
B. Commission Agent Record
Agent with contractual agreement to the hotel may be owed commission for business
booking.
C. Turn away Report
This report track the number of reservation request refused because room were not available
for the requested date.
D. Revenue for Cart Report
This report project future revenue by multiplying predicted occupancies by room rate
25 | F r o n t O f f i c e S e r v i c e s N C I I
 Review of Lesson 1.4
Note: Please submit to your teacher only the pages with activity.
A. QUICK WRITES
Direction: Below is a telephone conversation between the front desk officer and a client
requesting for hotel reservation. Be able to supply the necessary questions to be asked by a
reservation agent to the guest.
Agent: Thank you for calling Grand Delights Hotel. This is the Reservation Section, Jun Vasquez
speaking.
Guest: This is Johnny Tamayo of Rosario, Northern Samar. I am going to Manila and I need a room at
your hotel.
Agent: (Asking the total number of guests to be served)
ANSWER:
Guest: I am alone
Agent: Are you part of business group?
Guest: No. But I have a flyer discount
Agent: (Asking the date of arrival)
ANSWER:
Guest: On November 6
Agent: (Asking for the number of nights to stay)
ANSWER:
Guest: 5 nights
(The agent check the control book on computer file, a corner suite room is available.)
Agent: (Asking if the guest agrees with the available room during the requested date)
ANSWER:
Guest: Yes, I think I would like that.
Agent: (Asking for the spelling of the guest’s full name, phone number and address)
ANSWER:
Guest: J-O-H-N-N-Y…T-A-M-A-Y-O. My phone number is 046-66-79, area code 466.
Address is Rosario, Northern Samar
Agent: (Asking for the flyer discount certificate number)
ANSWER:
26 | F r o n t O f f i c e S e r v i c e s N C I I
Guest: That’s B13744
Agent: (Asking for the expected time of arrival on the requested date)
ANSWER:
Guest: I expect to be there at 11 pm.
Agent: (Asking the guest to make a guarantee for his reservation through credit card)
ANSWER:
This will ensures that your room will be held after our 6 pm cancellation hour. You may arrive any time
that evening and room will be waiting for you.
Guest: Yes
Agent: (Asking guest for some special request in his reservation)
ANSWER:
Guest: I think that will be all.
27 | F r o n t O f f i c e S e r v i c e s N C I I