Data Gathering Instrument for Trainee’s Characteristics
INSTRUCTIONS: Please answer the following instrument according to
the characteristics described below. Encircle the
letter of your choice that best describes you as a
learner. Blank spaces are provided for some data
that need your response.
Characteristics of learners
Language, literacy
and numeracy
(LL&N)
Cultural and
language
background
Average grade in:
Average grade in:
English
Math
a. 95 and above
a. 95 and above
b. 90 to 94
b. 90 to 94
c. 85 to 89
c. 85 to 89
d. 80 to 84
d. 80 to 84
a. 75 to 79
e. 75 to 79
Ethnicity/culture:
a. Ifugao
b. Igorot
c. Ibanag
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify)_____________
Education &
general
knowledge
Highest Educational Attainment:
a. High School Level
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 1 of
159
Characteristics of learners
h. Doctoral Graduate
Sex
a. Male
b. Female
Age
Your age: _____
Physical ability
1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness if
any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
Previous
experience with
the topic
Training Certificates
a. Basic Computer Operations
b. Accommodation reception services
c. Receiving and Processing reservations
d. Club Reception Services
Previous
learning
experience
List down trainings related to Front Office
Services
___________________________
___________________________
___________________________
Training Level
completed
National Certificates acquired and NC level
___________________________
___________________________
Special courses
Other special training regarding Front Office
Service
a. 2 years course in Hotel and Restaurant
Services
b. Bachelor’s Degree in Hotel and Restaurant
Management
c. Master’s degree units in Hotel and
Restaurant Management
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 2 of
159
Characteristics of learners
d. Others(please specify)
_________________________
Learning styles
Other needs
a.Visual - The visual learner takes mental pictures
of information given, so in order for this kind
of learner to retain information, oral or
written, presentations of new information
must contain diagrams and drawings,
preferably in color. The visual learner can't
concentrate with a lot of activity around him
and will focus better and learn faster in a
quiet study environment.
b.
Kinesthetic - described as the students in the
classroom, who have problems sitting still
and who often bounce their legs while
tapping their fingers on the desks. They are
often referred to as hyperactive students with
concentration issues.
c.
Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text. Having
to read long texts is pointless and will not be
retained by the auditory learner unless it is
read aloud.
d.
Activist - Learns by having a go
e.
Reflector - Learns most from activities where
they can watch, listen and then review what
has happened.
f.
Theorist - Learns most when ideas are linked
to existing theories and concepts.
g.
Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
a. Financially challenged
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 3 of
159
Characteristics of learners
b. Working student
c. Solo parent
d. Others(please specify)
___________________________
FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer
necessary data or information which is essential in
planning training sessions.
Please check the
appropriate box of your answer to the questions
below.
CAN I?...
YES
NO
BASIC COMPETENCIES
1. Participate in workplace communication
1.1 Obtain and convey workplace information
/
1.2 Participate in workplace meetings and discussions
/
1.3 Complete relevant work related documents
/
2. Work in a team environment
2.1 Describe team role and scope
/
2.2 Describe and identify team role and responsibility in
a team
3. Practice career professionalism
/
3.1 Integrate personal objectives with organizational
/
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 4 of
159
CAN I?...
YES
goals
3.2 Set and meet work priorities
/
NO
/
3.3 Maintain professional growth and development
4. Practice occupational health and safety procedures
/
4.1 Identify hazards and risks
4.2 Evaluate hazards and risks
4.3 Control hazards and risks
/
4.4 Maintain OHS awareness
/
COMMON COMPETENCIES
1. Develop and update industry knowledge
1.1 Seek information on the industry
/
1.2 Update industry knowledge
/
2. Observe workplace hygiene procedure
2.1 Follow hygiene procedures
/
2.2 Identify and prevent hygiene risks
/
3. Perform computer operations
3.1 Plan and prepare for task to be undertaken
/
3.2 Input data into the computer
/
3.3 Access information using computer
/
3.4 Produce accurate and complete data according to the
requirements
/
3.5 Maintain computer system
/
4. Perform workplace and safety practices
4.1 Follow workplace procedure for health, safety and
security practices
/
4.2 Deal with emergency situation
/
Maintain safe personal presentation standards
/
5. Provide effective customer service
/
5.1 Greet customer
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 5 of
159
CAN I?...
YES
5.2 Identify customer needs
/
5.3 Deliver service to the customer
/
NO
5.4 Handle queries to telephone, fax machine, internet
and email
5.5Handle complaints, evaluation and recommendations
/
CORE COMPETENCIES
1. Receive and Process Reservations
1.1
Receive Reservation request
/
1.2
Record Details of reservation
/
1.3
Update reservations
/
1.4
Advise others on reservation details
/
2. Operate a Computerized Reservation
2.1 Operate the computerized reservation system
/
2.2 Create and process reservations
/
/
2.3 Send and receive reservation communications
3. Provide accommodation reception services
3.1 Prepare for guest arrival in accordance with industry
procedure
/
/
3.2 Welcome and register guests accordingly
3.3 Perform “during stay” functions
3.4 Organize guest departure
/
3. 5 Prepare front office records and reports
/
4. Conduct Night Audit
4.1 Process internal financial transactions
/
4.2 Complete routine records and reports
/
5. Provide Club Reception Services
5.1 Provide information on club services and process
memberships
5.2 Monitor guest entry to club according to enterprise
procedures
6. Provide Concierge and Bell service
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
/
/
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 6 of
159
CAN I?...
YES
6.1 Handle guest luggage on arrival and departure
/
6.2 Handle Guest Luggage
/
6.3 Respond to guest for bell desk services
/
NO
7. Provide cashiering service
7.1Prepare guest folio
/
7.2 Collect cash or cash equivalents
/
7.3 Process receipts and payments
/
7.4 Reconcile financial transactions at the end of the
shift
/
Form 1.2: Evidence of Current Competencies acquired related
to Job/Occupation
Current
competencies
1. Operate a
Computerize
d
Reservation
Proof/Evidence


Practical
Demonstration
Submitted certificate
of
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Means of validating

Evaluate
performance using
performance
criteria checklist

Validate the
authenticity of
documents
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 7 of
159
who issued the
certificate
2. Provide
accommodati 
on reception
services
3. Provide Club
Reception
Services
Submitted certificate
of
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
who issued the
certificate

Submitted
documented
evaluation report
signed by the
supervisor and notify
by duty manager

Practical
Demonstration


Submitted certificate
of
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
who issued the
certificate
Submitted
documented
evaluation report
signed by the
supervisor and notify
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel

Evaluate
performance using
performance
criteria checklist

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 8 of
159
by duty manager
4. Conduct
Night Audit
5. Provide
Concierge
and bell
Services
6. Provide
cashiering
service

Submitted certificate
of
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
who issued the
certificate

Submitted
documented
evaluation report
signed by the
supervisor and notify
by duty manager

Practical
Demonstration

Submitted certificate
of
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
who issued the
certificate

Practical
Demonstration
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel

Evaluate
performance using
performance
criteria checklist

Validate the
authenticity of
documents

Evaluate
performance using
performance
criteria checklist
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 9 of
159


Submitted certificate
of
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
who issued the
certificate
Submitted
documented
evaluation report
signed by the
supervisor and notify
by duty manager

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel
Form 1.3: Summary of Current Competencies Versus Required
Competencies
Required Units of
Competency/Learning
Outcomes based on
CBC
Current
Competencies
Training
Gaps/Requirement
s
1. Receive and Process Reservations
1.1 Reservation
request
Receiving
reservation request
1.2 Record Details of
reservation
Recording details of
reservation
1.3 Update
reservations
Updating
reservations
1.4 Advise others on
reservation
details
Advising others on
reservation details
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 10 of
159
2. Operate a Computerized Reservation
2.1 Operate the
computerized
reservation
system
Accessing and
manipulating
reservation
system
information
2.2 Create and
process
reservations
Creating and
processing
reservations
2.3 Send and receive
reservation
communications
Sending and
receiving
reservation
communications
3. Provide accommodation reception services
3.1 Prepare for guest Preparing for
arrival
in guest arrival
accordance with
industry
procedure
3.2 Welcome and
register guests
Welcoming and
registering guests
3.3 Perform “during
stay” functions
Performing
“during stay”
functions
3.4 Organize guest
departure
Organizing guest
departure
3.5 Prepare front
office records
and reports
Preparing front
office records and
reports
4. Conduct Night Audit
4.1 Process internal
financial
transactions
Processing
financial
transactions
4.2 Complete routine Completing
records and
routine records
reports
and reports
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 11 of
159
5. Provide Club Reception Services
5.1 Provide
information on
club services and
process
memberships
Providing
information
on
club services and
process
memberships
5.2 Monitor guest
entry to club
according to
enterprise
procedures
Monitoring guest
entry to club
according to
enterprise
procedures
6. Provide Concierge and Bell service
6.1 Handle guest
luggage on
arrival and
departure
Handling guest
luggage on arrival
and departure
6.2 Handle guest
luggage
Marking and
storing luggage
accurately and
properly accroding
to establishment
procedures and
safety
requirements
6.3 Respond to
request for bell
desk services
promptly
Responding to
request for bell
desk services
promptly
7. Provide cashiering service
7.1 Prepare guest
folio
Preparing guest
folio
7.2 Collect cash or
cash equivalents
Collecting cash or
cash equivalents
7.3 Process receipts
and payments
Processing
receipts and
payments
7.4 Reconcile
financial
transactions at
Reconciling
financial
transactions at
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 12 of
159
the end of the
shift
the end of the
shift
Form 1.4: Training Needs
Training Needs
Module Title/Module of
Instruction
(Learning Outcomes)
1.1
Receive Reservation request
Receiving reservation request
1.2
Record Details of reservation
Recording
reservation
1.3
Update reservations
Updating reservations
1.4
Advise others on reservation
details
Advising
others
reservation details
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
details
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
of
on
Revision No:
Page 13 of
159
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 14 of
159
Sector:
TOURISM
Qualification Title:
FRONT OFFICE SERVICES – NCII
Unit of Competency: RECEIVE AND PROCESS RESERVATIONS
Module Title:
Receiving and Processing Reservations
WESLEYAN UNIVERSITY-PHILIPPINES
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 15 of
159
I. Plan Training
Session
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 16 of
159
SESSION PLAN
Sector
:
Tourism
Qualification Title
:
FRONT OFFICE SERVICES NC II
Unit of Competency
:
Receive and Process Reservations
Module Title
:
Receiving and Processing Reservations
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 17 of 159
LEARNING OUTCOMES:
LO 1:
LO 2:
LO 3:
LO 4:
Receive reservation request
Record Details of reservation
Update reservations
Advise others on reservation details
A. INTRODUCTION:
This module covers the knowledge skills and attitude in receiving and processing reservation for tourism or
hospitality product and services
B. LEARNING ACTIVITIES:
LO 1: Receive reservation request
Learning Content
Methods
Presentation
1.1.1 Receiving
and
processing
reservations
 Lecture/
discussion

 Demonstration

Practice
Read Information
sheet 1.1-1
Receiving and
processing
reservations

Read Task Sheet
1.1-1 Receiving
and processing
reservations

Answer Selfcheck 1.1-1
Receiving and
processing
reservations


Perform Task
Sheet 1.1-1
Receiving and
processing
reservations
Date Developed:April 28, 2014
Resources
Compare answers to
answer key 1.1-1
Receiving
Reservation
Request
Evaluate output
using performance
criteria checklist
1.1-1 Receiving
and processing
reservations
CBLM
Informatio
n sheet
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Feedback
Developed by:
CINDY O. GASTON
Issued By:
Page 18 of 159
Time
10
hours
1.1.2 Reservation
and booking
terminology
 Lecture/
discussion
 Visual
presentation
1.1.3 Rates and
Products
features
 Lecture/
discussion
 Visual
presentation




Read Information
sheet 1.1-2
Reservation and
booking
terminology
View PowerPoint
slides 11.1-2
Reservation and
booking
terminology
Read Information
sheet 1.1-3
Rates and
Products
features


Answer Selfcheck 1.1-2
Reservation
and booking
terminology
Answer Selfcheck 1.1-3
Rates and
Products
features

Compare answers to
answer key 1.1-2
Reservation and
booking
terminology

Oral Questioning

Compare answers to
answer key 1.1-3
Rates and Products
features
CBLM
Informatio
n sheet
CBLM
Informatio
n sheet
 Oral
Questioning/intervi
ew
View PowerPoint
slides 1.1-3
Rates and
Products
features
LO 2: Record details of reservation
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 19 of 159
5
hours
5
hours
1.2.1 Details of
Reservation:
Customer
Profile/Guest
History

Lecture/
discussion
 Visual
presentation


Read Information
sheet 1.2-1
Details of
Reservations:
Customer
profile/Guest
History

Compare answers
to answer key
1.2-1 Details of
Reservations:
Customer
profile/Guest
History

3
CBLM
Information
sheet
 Oral
Questioning/
interview
View PowerPoint
slides 1.2-1
Details of
Reservations:
Customer
profile/Guest
History
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Answer Selfcheck 1.2-1
Details of
Reservation
s: Customer
profile/Gues
t History
Developed by:
CINDY O. GASTON
Issued By:
Page 20 of 159
hours
1.2.2 Details of
Reservations:
Special request
1.2.3 Confirmation
and filling
reservation
process

Lecture/
discussion

Read Information
sheet 1.2-2
Details of
Reservations:
Special request


Demonstration

Read Task Sheet
1.2-2 Details of
Reservations:
Special request


Lecture/
discussion

Read Information
sheet 1.2-3
Confirmation
and filling
reservation
process

 Visual
presentation


Answer Selfcheck 1.2-3
Confirmatio
n and filling
reservation
process

View PowerPoint
slides 1.2-3
Confirmation
and filling
reservation
process
Date Developed:April 28, 2014
Compare answers
to answer key
1.2-2 Details of
Reservations:
Special request
Compare answers
to answer key
1.2-3
Confirmation
and filling
reservation
process
 Oral
Questioning/
interview
6
CBLM
Developed by:
CINDY O. GASTON
hours
Information
sheet
CBLM
Information
sheet
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Answer Selfcheck 1.2-2
Details of
Reservation
s: Special
request
Perform Task
Sheet 1.2-2
Details of
Reservation
s: Special
request
Issued By:
Page 21 of 159
3
hours
LO 3: Update Reservations
1.3.1 Financial
status of
reservation
process

1.3.2 Amendments
or
cancellations
of received,
processed and
recorded
reservation
Lecture/
discussion

Visual
presentation

Lecture/
discussion

Demonstratio

Read
Information
sheet 1.3-1
Financial
status of
reservation
process

View
PowerPoint
slides 1.3-1
Financial
status of
reservation
process

Read
Information
sheet 1.3-2
Amendments
or
cancellations
of received,
processed and

Answer Selfcheck 1.3-1
Financial
status of
reservation
process
CBLM
Information
sheet

Answer Selfcheck 1.3-2
Amendments or
cancellations of
received,
processed and
recorded
reservation

Compare answers
to answer key
1.3-2
Amendments or
cancellations of
received,
processed and
recorded
 CBLM
 Infosheet
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
Developed by:
CINDY O. GASTON
5
hour
 Oral
Questioning/inte
rview
Date Developed:April 28, 2014
RECEIVING AND PROCESSING
RESERVATIONS
Compare answers
to answer key
1.3-1 Financial
status of
reservation
process

Issued By:
Page 22 of 159
10
hours
n
recorded
reservation

reservation

Read Task
Sheet 1.3-2
Amendments
or
cancellations
of received,
processed and
recorded
reservation
Perform Task
Sheet 1.3-2
Amendments or
cancellations of
received,
processed and
recorded
reservation

Evaluate output
using
performance
criteria checklist
1.3-2
Amendments or
cancellations of
received,
processed and
recorded
reservation

Compare answers to
answer key 1.4-1
Requirements of
reservation process
communicated to
housekeeping and
F&B
LO 4: Advise others on reservation details
1.4.1 Requirements
of reservation
process
communicated
to
housekeeping
and F & B.

Lecture/
discussion

Read
Information
sheet 1.4-1
Requirements
of reservation
process
communicated
to
housekeeping

Answer Selfcheck 1.4-1
Requirements
of reservation
process
communicated
to
housekeeping
and F&B
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
 CBLM
 Infosh
eet
Developed by:
CINDY O. GASTON
Issued By:
Page 23 of 159
5
hours
and F&B
Evaluate output
using performance
criteria checklist
1.4-1
Requirements of
reservation process
communicated to
housekeeping and
F&B

1.4.2 Reservation
Statistics
Process

Demonstratio
n

Lecture/
discussion
 Read Task
Sheet 1.4-1
Requirements
of reservation
process
communicate
d to
housekeeping
and F&B

Read
Information
sheet 1.4-2
Reservation
Statistics
Process

Perform Task
Sheet 1.4-1
Requirements
of reservation
process
communicated
to
housekeeping
and F&B

Answer Selfcheck 1.4-2
Reservation
Statistics
Process
 Compare answers
to answer key 1.14 Advising others
on reservation
details
CBLM
 Infosh
eet
C. ASSESSMENT PLAN
Written Test
o Answer questions on:
 Receiving Reservation request
 Recording details of reservation
 Updating reservations
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
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Document No:
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5
hours
 Advising others on reservation details
Performance test /simulation
o Communication Skills
o Skills in receiving and processing reservations for multiple product bookings and in response to differing customer needs
o Skills in reservation documentation
o Processing reservation requests, and issuing of documentation within timeframes and constraints that reflect typical industry
practice
D. TEACHER’S SELF-REFLECTION OF THE SESSION
 Sufficient learning content
 The learning methods used are well-organized
 The method for evaluation is appropriate
 Learning resources are sufficient
Prepared by:
Cindy O. Gaston
Asst. Professor 1
Wesleyan University-Philippines
Date Developed:April 28, 2014
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HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIALS
Welcome!
The unit of competency, “Receive and Process Reservations” is one of
the competencies of Front Office Services, a qualification which
comprises the knowledge, skills and attitudes required for a TVET
trainer to possess. It is one of the specialized modules at National
Certificate level (NC II).
The module, Receiving and Processing Reservations, contains training
materials and activities related to identifying learner’s requirements,
preparing training and session plan, preparing basic instructional
materials and organizing learning activities for you to complete.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-Checks and Task/Job
Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Recognition of Prior Learning (RPL)
You may already have some of the most of the knowledge and
skills covered in this learner’s guide because you have:

been working for some time

Already completed training in this area
If you can demonstrate to your trainer that you are already
competent in a particular skill or skills, talk to him/her about having
them formally recognized so you don’t have to do the same training
again. If you have a qualification or Certificate of Competency from
previous training, show it to your trainer. If the skill you acquired is
still current and relevant to the unit/s of competency they may
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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become part of the evidence you may present to RPL. If you are not
sure about the currency of your skills, discuss with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to
record important date, jobs undertaken and other workplace events
that will assist you in providing further details to your trainer or
assessor. A Record of Achievement is also provided for your trainer to
complete once you complete the module.
This module was prepared to help you achieve the required
competency, in Preparing Rooms for Guest. This will be the source of
information for you to acquire knowledge and skill into this particular
trade independently and at your own pace, with minimum supervision
or help from your instructor.

Talk to your trainer and agree on how you will both
organize the Training of this unit. Read through the
module carefully. It is divided into sections, which cover
all the skills and knowledge you need to successfully
complete this module.

Work through all the information and complete the
activities in each section. Read information sheets and job
sheets and complete the self check and perform the
procedural checklist. Suggested references are included to
supplement the materials in this module.

Most probably your trainer will also be your supervisor or
manager. He/she is there to support you and show you
the correct way to do things.

Your trainer will tell you about the important things you
need to consider when you are completing activities and it
is important that you listen and take notes.

You will be given plenty of opportunity to ask questions
and practice on the job. Make sure you practice your new
skills during regular work shifts. This way you will
improve both your speed and memory and also your
confidence.

Talk to more experience workmates and ask for their
guidance.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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
Use the self-check questions at the end of each section to
test your own progress.

When you are ready, ask your trainer to watch you
perform the activities outline in this module.

As you work through the activities, ask for written
feedback on your progress. Your trainer keeps
feedback/pre assessment reports for this reason. When
you have successfully completed each element, ask your
trainer to mark on the reports that you are ready for
assessment.

When you have completed this module (or several
modules), and feel confident that you have had sufficient
practice, your trainer will arrange an appointment with
registered assessor to assess you. The result of your
assessment will be recorded in your Competency
Achievement Record.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
References/Further Reading
Performance Criteria Checklist
Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
In our efforts to standardize CBLM, the
above parts are recommended for use
in Competency Based Training (CBT) in
Technical
Education
and
Skills
Development
Authority
(TESDA)
Technology Institutions.
The next
sections will show you the components
and features of each part.
FRONT OFFICE SERVICES NC II
COMPETENCY-BASED LEARNING MATERIAL
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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MODULE CONTENT
UNIT OF COMPETENCY:
RESERVATION
RECEIVE
AND
PROCESS
MODULE TITLE:
RECEIVING AND PROCESSING
RESERVATION
MODULE DESCRIPTOR:
This unit of competency deals with the
skills, knowledge and attitude required
to receive and process reservations for a
tourism or hospitality product or service
offered for sale through agents or direct
to the consumer.
NOMINAL DURATION:
57 hours
LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO 1: Receive reservation request
LO 2: Record details of reservation
LO 3: Update Reservations
LO 4: Advise others on reservation details
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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LEARNING OUTCOME #1
RECEIVE RESERVATION
REQUEST
Contents:
1. Receiving and processing reservations
2. Reservation and booking terminology
3. Rates and Products features
Assessment Criteria
1. Customer making a reservation is acknowledged using
property standards.
2. Availability of room requested is determined.
3. Alternatives, including waitlist options, are offered if
requested booking is not available.
4. Inquiries regarding rates and other product features are
accurately answered.
Conditions
Student/ trainee must be provided with the following:
1. Work place location
2. Supplies, materials and equipment
paper, pencil, room key, fake credit card, cash, forms and slip (registration,
room rack slip) registration card box, Computer, printer, credit card imprinter,
key rack and cash register , telephone
3. Training materials:
Reservation form ,Registration form, Different forms, slip
Assessment Method:
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RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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1.
2.
3.
4.
Evaluation of output
Written test
Oral Questioning/interview
Simulated actual demonstration
LEARNING OUTCOME #2
RECORD DETAILS OF
RESERVATION
Contents:
1. Recording customer details and customer profile or history checking
procedure
2. Record special request process
3. Confirmation and filling reservation process
4. Documents and other materials preparation and issuance process
Assessment Criteria
1. Complete customer details are accurately recorded in the system.
2. Guest profile or history, if available, is checked and used to in making the
reservation.
3. Special requests are clearly recorded in accordance with established
requirement
4. Reservation details are completed, explained and confirmed to the customer.
5. Reservations are filed according to property standards.
Conditions
Student/ trainee must be provided with the following:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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1. Work place location
2. Supplies, materials and equipment
paper, pencil, room key, fake credit card, cash, forms and slip
(registration, room rack slip) registration card box, Computer, printer,
telephone
3. Training materials:
a. Reservation form
b. Registration form
c. Different forms
d. slip
Assessment Method:
1.
2.
3.
4.
Evaluation of output
Written test
Oral Questioning/interview
Simulated actual demonstration
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
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LEARNING OUTCOME #3
UPDATE RESERVATIONS
Contents:
1. Financial status of reservation process
2. Amendments or cancellations of received, processed and recorded reservation
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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Assessment Criteria
1. Payments of the reservation is accurately recorded or updated in accordance
with property standards.
2. Amendments or cancellations of reservations are received, processed and
recorded in accordance with customer request and property standards.
Conditions
Student/ trainee must be provided with the following:
1. Work place location
2. Supplies, materials and equipment
paper, pencil, room key, fake credit card, cash, forms and slip
(registration, room rack slip) registration card box, Computer, printer,
telephone
3. Training materials:
a. Reservation form
b. Registration form
c. Different forms
d. slip
Assessment Method:
1.
2.
3.
4.
Evaluation of output
Written test
Oral Questioning/interview
Simulated actual demonstration
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
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LEARNING OUTCOME #4
ADVISE OTHERS ON
RESERVATION DETAILS
Contents:
1. Requirements of reservation process communicated to housekeeping and F &
B.
2. Reservation Statistics Process
Assessment Criteria
1. General and specific customer requirements and reservation details are
communicated to appropriate departments and colleagues.
2. Follow up on customer request and ensure that all specific requirements in his
reservation details are addressed prior to guest arrival.
Conditions
Student/ trainee must be provided with the following:
1. Work place location
2. Supplies, materials and equipment
paper, pencil, room key, fake credit card, cash, forms and slip
(registration, room rack slip) registration card box, Computer, printer,
telephone
3. Training materials:
a. Reservation form
b. Registration form
c. Different forms
d. slip
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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Assessment Method:
1.
2.
3.
4.
Evaluation of output
Written test
Oral Questioning/interview
Simulated actual demonstration
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RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Learning Outcome No. 2:
Record Details of
Reservation
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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Information Sheet 1.2-1
Details of reservation: Customer Profile and Guest
History
Learning Objectives:
After reading the information sheet you should be able to:
1. Detail information needed on a reservations card
2. Determine the purpose of Guest history
Introduction:
Many hotels find the need to have a record file of its past and
present guests with details of occupancy like length of stay, type of
room, applicable rates, personal preferences and other remarks. These
data are recorded in the guest history card. With these records the
hotel can easily trace its regular or repeat patrons. There are hotels
who base their rates or discounts on frequency of visit, previous room
rates or by classification of account, travel agency account and so on.
RESERVATIONS CARD PERTINENT INFORMATION
All details of information regarding reservation shall be indicated in
the Room Reservations Card to include:
1. Name/s of incoming guest
The last name (surname) must be written first followed by the
first name and middle name, then the title.
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RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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Example: JOHNSON, ANDREW M. MR.
If the party is man and wife, the title should be written M/M
which stands for Mr. and Mrs. Johnson, Andrew M/M
2. Number of persons arriving
3. Arrival date and time
4. Information/time of Arrival
The name of airline, numerical designation of the carrier and
the place of origin must be taken whenever available. The time
of arrival in the hotel is taken in case the guest is arriving via
another mode of transportation
5. Departure date
6. The number of nights the guest is expected to stay in the hotel
Example: Arrival – Dec 10
Departure- Dec 15
Number of nights- Dec 10, 11, 12, 13, 14, Total 5 Nights
7. The number (quantity), type of room and type of bed required
8. Room rate
The client must be informed of the rate of the room reserved. If
he is a repeat guest, the hotel may refer to the guest history
card and apply the rate, which the guest enjoyed in his previous
visit
9. Billing arrangement
Specific arrangements as to the manner of the bill settlement
must be indicated
PAX ACCOUNT, abbreviated as PA (personal account of guest) is
written when the guest will pay to the hotel directly
COMPANY ACCOUNT, abbreviated as CA, is indicated when
bills will be charged to the company. This payment arrangement
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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is acceptable only if the guarantee is in writing and the
company has good credit status. The portion of the bills to be
shouldered should also be indicated; i.e., all bills or room/meal
charges only.
10. Remarks
In this space, the clerk notes down special request or
arrangements.
E.g. VIP, commissionable, with extra bed, fruit basket, special
amenities etc.
Status of reservation must also be indicated here
e.g. confirmed, tentative, guaranteed, etc.
11. Booked by
The name of the person making the reservation, his telephone
number must be recorded for reference purpose.
12. Accepted by
Reservations clerk who accepted the reservation must initial
the form for record purposes
13. Date of acceptance of reservation
At the reservation process, reservation agents shall keep in
mind that a rate quoted and confirmed must be honored.
Moreover, reservation clerks should be aware of the following:
 Supplementary charges for extra services or
amenities
 Minimum stay requirements , if any, for dates
requested
 Special promotions in effect for dates requested,
if any
 Applicable currency exchange rates, if quoting
rates to an international tourist
 Applicable room tax percentages
 Applicable service charges or gratuities
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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GUEST HISTORY/FILE
Guest History is generally made up of guest contact information
that is taken during the reservation process such as name, address,
phone number, email address, and past guest stay information such
as rates and room types booked on previous stays and the dates of
those stays. It may also contain previous source of business
information and market segment information which may indicate
whether the guest is a AAA member, a corporate account member,
was part of a convention or an independent traveller.
Guest history is also used to track special requests so this information
can be used to anticipate guest needs and requests for future stays. If
a guest prefers a low floor or is allergic to feather pillows, it is helpful
to record this information and recognize your guest’s needs for future
bookings without them having to repeat these requests at the time of
each booking.
Having the ability to export guest information such as email addresses
for email marketing or guest names and addresses for special mail
outs is necessary in today’s competitive world of guest lodging.
A number of property management systems have the ability for guest
history to be interfaced with more detailed guest management systems
that focus on Customer Relationship Management (CRM) which also
encompasses guest loyalty systems.
Records in the history file maybe summarized on a monthly basis and
form month to date to have an overview of the type of patrons and the
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RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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type of room that sells most. This helps in designing marketing
strategies.
GUEST HISTORY CARD SAMPLE
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RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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SELF CHECK 1.2-1
Information Sheet 1.2-1
Details of reservation: Customer Profile and Guest
History
I. Multiple choices. Choose the letter of the correct answer
1. In this space, the clerk notes down special request or
arrangements as well as the status of reservations.
a. Billing arrangement
b. Room rate
c. Remarks
2. It is indicated when bills will be charged to the company.
a. PAX Account
b. COMPANY account
c. None of the above
3. Generally made up of guest contact information that is taken
during the reservation process such as name, address, phone
number, email address, and past guest stay information such
as rates and room types booked on previous stays and the dates
of those stays.
a. Reservations card
b. Guest History Card
c. Guest registration form
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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II. Enumeration. Enumerate what is being ask below:
1. List down important information regarding reservation that
should be indicated in the reservation card.
ANSWER KEY 1.2-1
Details of reservation: Customer Profile and Guest
History
I. Multiple choices
1. C-remarks
2. B- Company account
3. B- Guest history card
II. Enumeration.
1. Reservations card pertinent information
1) Name/s of incoming guest
2) Number of persons arriving
3) Arrival date and time
4) Information/time of Arrival
5) Departure date
6) The number of nights the guest is expected to stay in
the hotel
7) The number (quantity), type of room and type of bed
required
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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8) Room rate
9) Billing arrangement
10) Remarks
11) Booked by
12) Accepted by
13) Date of acceptance of reservation
Information Sheet 1.2-2
Details of reservation: Guest Special Request
Learning Objectives:
After reading the information sheet you should be able to:
1. Identify the flow of special request and standard operating
procedure in handling guest special request
2. Enumerate common special request
Introduction:
As the center of front office activity, the Front desk is
responsible for coordinating guest services. Typical guest
services involve providing the guest with information and special
equipment and supplies. Guests are the main reason on which
the hotel performs, hence any request from the guest have to be
sorted out and must be fulfilled to the maximum, giving the
guest maximum satisfaction in the services of the hotel.
WHAT IS MEANT BY SPECIAL REQUESTS ?
Front office needs to respond to all
requests made by the guests. Any
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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request, which goes beyond the following, is considered a
Special Request:
•
•
“Can you recommend a nearby restaurant ?”
“Can you call a taxi for me ?”
• “Where is the nearest drug store ?”
The above requests are the most common requests faced by
front office.
FLOW OF SPECIAL REQUEST
•
When a guest requests special equipment or supplies at
registration or during occupancy, they will almost always ask a
front desk agent.
•
The agent then relays the request to the appropriate service
centre or hotel department for processing.
Common Special Request
•
Arranging gifts
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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•
Finding doctor
•
Charging cellphone
•
Find a minister
•
Arranging for a bodyguard
•
Hire a limo
•
Charter a private jet
•
Equipment and supplies commonly requested by guests include
1) Bed board
2) Adaptor
3) Vase
4) Pillow Fort
5) Baby cot
Handling Guest Special Request Procedure
1. Greet the guest
Smile and eye contact is necessary to show natural and warm
service to guest
2. Listen to the guest and repeat the keypoints of the guest request
3. Record down
Politely ask for other details of reservation and simply write
down the request
4. Give answers to the guest and try your best to meet the guest
needs
5. Key in the guest special request in guest profile by date, guest
name, special request, and action
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Document No:
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Request for Complimentary Amenities Procedure
When very important guests (VIPs) are expected to arrive, the
Front Office or Reservations Section may request for complimentary
amenities provided by the hotel. Some hotels have fruit baskets,
others have floral arrangement, etc.
Procedures:
1. The requesting party shall fill up the complimentary request
form in 3 copies and distribute it as follows:
1st copyReservation copy
nd
2 copyCost control copy
rd
3 copyOffice copy of the department serving the
complimentary item
2. The time of arrival and the room number of the expected guest
is specified on the request form. The request form shall be
delivered to servicing department to make the necessary
arrangement for the special amenities to be provided
3. The supervisor in Charge initials on the original copy of the
request form to acknowledge receipt of the form from the
reservations clerk
4. On the day the VIP is expected, the attending Supervisor makes
sure the fruit basket as well as the mini bar is ready in the room
on the date and time specified in the request form. Upon
delivery of the fruit basket/mini bar in the room, the room
service waiter advises the Housekeeping Supervisor that he has
already delivered the items. The supervisor initials on the
service copy of the request form upon inspection of the special
amenities in the room.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
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Self Check 1.2-2
Details of reservation: Guest Special Request
I. True or False. Indicate whether the statement is true or false
1. The time of arrival and the room number of the expected
guest is specified on the request form
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RECEIVING AND PROCESSING
RESERVATIONS
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2. The requesting party shall fill up the complimentary request
form in 2 copies, one for reservation and another for cost
control.
3. The supervisor in Charge initials on the original copy of the
request form to acknowledge receipt of the form from the
reservations clerk
4. The Front desk is responsible for coordinating guest
requests.
5. The request form shall be delivered to servicing department
to make the necessary arrangement for the special amenities
to be provided
II. Enumeration. Enumerate what is being ask below:
.
.
Face to Face Handling Guest Special Request Procedure
Common Special request
Answer Key 1.2-2
Details of reservation: Guest Special Request
I.
True or False
1. True
2. False
3. True
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
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4. True
5. True
II. Enumeration
1. Face to Face Handling Guest Special Request Procedure
a. Greet the guest
b. Listen to the guest and repeat the keypoints of the
guest request
c. Record down
d. Give answers to the guest and try your best to meet
the guest needs
e. Key in the guest special request in guest profile by
date, guest name, special request, and action
.
Common Special request
a. Arranging gifts
b. Finding doctor
c. Charging cellphone
d. Find a minister
e. Arranging for a bodyguard
f. Hire a limo
g. Charter a private jet
h. Equipment and supplies
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 52 of
159
TASK SHEET 1.2-2
Title: Record Guest Special Request
Performance Objective: Given the learning outcome of the qualification
assigned to you, you should be able to clearly
record guest special request according to
establishment standard operating procedure.
Supplies/Materials
card
: pencil, paper, reservation form, guest history
Equipment: Telephone and computer
Steps/Procedure:
1. Check if you have all the materials, supplies and equipment’s
provided by the trainer.
2. Warmly greet the guest and ask how you may help him or her.
(Smile and eye contact is necessary to show natural and warm
service to guest)
3. Listen to the guest and repeat the key points of the guest request
4. Politely ask the guest name and other details of reservations and
simply write down the request
5. Give answers to the guest and try your best to meet the guest
needs
6. Key in the guest special request in guest profile by date, guest
name, special request, and action
Assessment Method:
Trainer’s evaluation using the performance criteria checklist and trainers
feedback.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 53 of
159
Performance Criteria Checklist
Task sheet 1.2-2 Record Guest Special Request
CRITERIA
YES
Did you….
NO
1. Check if you have all the materials, supplies
and equipment’s provided by the trainer.
2. Warmly greet the guest and ask how you may
help him or her. (Smile and eye contact is
necessary to show natural and warm service
to guest)
3. Listen to the guest and repeat the key points
of the guest request
4. Politely ask the guest name and other details
of reservations and simply write down the
request
5. Give answers to the guest and try your best to
meet the guest needs
6. Key in the guest special request in guest
profile by date, guest name, special request,
and action
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 54 of
159
Information Sheet 1.2-3
Confirmation and Filing reservation process
Learning Objectives:
After reading the information sheet you should be able to:
1. Determine the confirmation process
2. Familiarize with confirmation letter sample and identify the key
pint that should be communicated in the letter
3. Identify required documents and records needed in filling
system
Introduction:
After the reservationist has collected all necessary information, she
can officially book and conclude the hotel reservation. This lesson will
familiarize you with the hotel confirmation process and will discuss
how reservations clerk shall maintain a complete and up-to date
reservation filing system.
The Confirmation Process
The hotel should communicate with guests by telephone, telex, mail,
or e-mail a Letter of Confirmation, which confirms the important
points of the reservation agreement.
Confirmation letter serves as written evidence of agreement of
contract and works to the advantage of both parties
This letter might be shown at the registration process in order to
accelerate the pace of registration and to prove that the guest has the
right to have a room at the hotel.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 55 of
159
The Hotel shall send a confirmation letter to all reserved potential
guests, whether their reservations are guaranteed or non- guaranteed
Below are the main points that should be communicated in a
confirmation letter:








Name and address of the guest
Date and time of arrival
Room type and rate
Length of stay
Number of persons in a group, if any
Reservation type
Reservation confirmation number
Special requests, if any.
The Confirmation numbers
Hotels shall communicate meaningful confirmation numbers to their
potential guests. These numbers shall have statistical meanings,
which might help the hotel in maintaining an efficient historical
database. Here is an example:
32 02 G JC 63
a) 32: Guest’s scheduled arrival date on Julian dates calendar.
b) 02: Group reservation. In this very system, 01 might mean
Frequent Independent Traveler.
c) G: means that the reservation is guaranteed. If N is written, it
means non-guaranteed.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 56 of
159
d) JC: are the initials of the reservation agent who processed the
reservation (ex: Jamel Chafra)
e) 63: Consecutive numbering of all reservation confirmation
numbers issued in the current year.
Reservation Confirmation Sample
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 57 of
159
FILLING RESERVATIONS
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 58 of
159
For an efficient operation, the reservations clerk shall maintain a
complete and up-to date reservation-filing system to include the
following documents:
1. Reservation slips
All reservation slips are placed in the room status rack, with a
color code. It indicates the name of the guest and the arrival
date. A duplicate copy of the reservation slip is filed
alphabetically by last name of the guest by month. This will
trace as file of al reservations receive
Sample Reservation slip
2. Individual Reservation Forms or Cards
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 59 of
159
Details of each booking are contained in this card. This card is
filled up by the desk/reservations clerk and will serve as a basis
for preparing the daily arrival list.
Sample Individual Reservation Forms or Cards
3. Reservation chart
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 60 of
159
This chart can help the clerk determine whether or not
reservations can still be accepted for a certain date, or will be
wait-listed or refused. It indicates the actual number of rooms
reserved for any future date to as far as 2-3 years in advance.
The status of the room booking—(confirmed or tentative) is also
indicated in the chart.
Sample Reservation chart
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 61 of
159
4. Room status board
All reservation slips are placed in the room status rack. This
room status board contains room numbers that are labeled in
individual pockets. The status of each room is indicated by a
color code (the color lies in the discretion of management). All
rooms that are blocked/reserved for the day are color coded
orange (O). The rooms that are occupied are coded red (R),
vacant and ready for occupancy are coded green (G), rooms that
are out of order are coded white (W) and those that are vacant
but still dirty are coded yellow (Y).
In the rooms that are blocked or reserved, a reservation slip is
placed inside the pocket of the room number. This slip contains
the names of the guest expected to arrive, along with other
information like room rate, arrival and departure and remarks.
When the guest arrives, the desk clerk shall pull out the
reservations slip and then adjust the code to red (Occupied).
The improvised Room status board is not applicable to hotels
using a computerized system of updating the room status.
Details on the status of each room, arrivals and departures are
encoded and stored in the memory of the computer. As each
guest registers, the guest list that is programmed in the
computer is updated and a room status report is automatically
generated and updated indicating the number of rooms
available, vacant ready, occupied, blocked for reservation, for
house use and out of order.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 62 of
159
Sample Room status board
5. Reservations diary
For small hotels with only few rooms, a reservations diary
maybe used to record daily room bookings/reservations, making
reference to the reservation cards/slips. The names of guests
assigned for each room is indicated in their corresponding room
number. If the guest will stay for more than one day, his name
appears more than once in the diary.
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 63 of
159
Sample Reservations diary
6. Hanging folder
In this folder, the records and letters pertaining to guest
reservations are kept. Such records are filed according to the
date of arrival
Hanging
folder
Self Check 1.2-3
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 64 of
159
Confirmation and Filing reservation process
I. Multiple choices. Choose the letter of the correct answer
1. This chart can help you determine whether or not reservations
can still be accepted for a certain date, or will be wait-listed or
refused. It indicates the actual number of rooms reserved for
any future date to as far as 2-3 years in advance.
a. Individual Reservation Forms or Cards
b. Reservation slips
c. Reservation chart
2. This is where the records of all corresponding letters pertaining
to guest reservations are kept.
a. Hanging folder
b. Reservation Chart
c. Reservation slip
3. This is filled up by the desk/ reservation clerk and will serve as
a basis for preparing daily arrival list
a. Individual reservation card
b. Reservations control book
c. Confirmation
4. In this space, the clerk notes down special request or
arrangements as well as the status of reservations.
a. Billing arrangement
b. Room rate
c. Remarks
5. It is indicated when bills will be charged to the company.
a. PAX Account
b. COMPANY account
c. None of the above
II. Enumeration. Enumerate what is being ask below:
1. What are the documents used in processing reservations?
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 65 of
159
ANSWER KEY 1.2-1
Confirmation and Filing reservation process
I. Multiple choices
1. C- Reservation chart
2. A- Hanging folder
3. A-Individual reservation card
4. C-remarks
5. B- Company account
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 66 of
159
Evidence Plan
Competency
standard:
Unit of
competency:
FRONT OFFICE SERVICES
Receive and Process Reservations
Observation
Demonstration and oral questioning
Portfolio
Written
Ways in which evidence will be collected:
[
1.1
Determine and advise to the customer the
availability of the reservation*
/
/
1.2
Offers alternatives, including waitlist options,
if requested booking is not available*
/
/
/
/
1.3
Responds to inquiries regarding rates and
other
product
features
according
to /
established procedures*
/
/
/
/
/
/
/
The evidence must show that the trainee…
Receive reservation request
Record details of reservation
2.1 Complete customer details and accurately
record against their booking in a manner which
ensures correct interpretation by others who
may access the reservation details*
2.2 Check customer profile or history, if available, is,
and use information to assist in making the
reservation and to enhance customer service
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
/
Revision No:
Page 67 of
159
2.3 Clearly records special requests in accordance
with established requirements*
2.4 Confirms all details of customer bookings to the
customer and ensures that they understand and
agree to all details*
2.5 Files reservations in a manner which ensures
easy access by others and is in accordance with
established procedures
2.6 Prepare and issue documents and other
materials are to the customer in accordance with
the requirements of the specific reservation*
/
/
/
/
/
/
/
/
/
/
/
/
/
/
/
Update reservations
3.1 Update financial status of the reservation is
accurately in accordance with established
procedures
3.2 Receive, process and record amendments or
cancellations of reservations in accordance with
customer request and established procedures*
/
/
/
/
/
Advise others on reservation details
4.1 Communicates to general and specific customer
requirements and reservation details to
appropriate departments and colleagues*
4.2 Compile and provide accurate and relevant
reservation statistics are to concerned people or
departments
/
/
/
NOTE: *Critical aspects of competency

Demonstrated skills in receiving and processing reservations for multiple
product booking according to property standards

Demonstrated ability to offer alternatives according to guest needs

Demonstrated ability to decline or cancel reservation.

Demonstrated ability to record, confirm and file customer details including
special requests or requirements in accordance with established systems and
procedures
Demonstrated ability to advise other departments of the establishment on
relevant reservation details

FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 68 of
159
TABLE OF SPECIFICATION
Objectives/Content
area/Topics
Receiving reservation
request
Recording details of
reservation
Knowledge
Comprehe
nsion
10
5
Application
# of
items
# of
items/
% of
test
20
50%
10
25%
5
5
Written
Test1
4
Updating
2
2
1
5
reservationsName: _____________________________________________
12.5%
SCORE
General Instructions: This written examination, which aims to
Advising others on
1
2
5 Receiving
12.5% and
determine your level
of understanding
on2 the module
reservaton details
Processing Reservations , consists of different sections. Each section
has its own set of instructions. Follow Accordingly.
TOTAL
28
13
9
40
100
A. Multiple Choice.
1. The process of requesting for room accommodation in
advance in a hotel or other commercial establishment
a. Registration
b. Reservation
c. Confirmation
2. A room with single bed, food for one person
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
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Revision No:
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159
a. Twin room
b. Double room
c. Single room
3. An extra long, extra wide bed about 60 by 80 inches in size
a. King bed
b. Queen bed
c. Double bed
4. A well renowned guest who warrant special treatment
a. Very very important person (VVIP)
b. Very important person (VIP)
c. Foreign Individual Tourist (FIT)
5. The amount designated for a specific room
a. Room rate
b. Room rack
c. Room charge
6. A room sold at moderate rate
a. De luxe
b. Standard
c. Economy
7. When all rooms are occupied and no left for sale
a. Full house
b. Guaranteed reservation
c. Confirmed reservation
8. A room designed for top executive with facilities and
amenities with superior quality
a. Executive suite
b. Junior suite
c. Hospitality suite
9. This is where the records of all corresponding letters
pertaining to guest reservations are kept.
a. Hanging folder
b. Reservation chart
c. Reservation slip
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 70 of
159
10. A 3-ringed loose leaf binder with a tally page each day.
a. Reservation chart
b. Reservation slip
c. Reservation control book
11. A written agreement between a hotel and future guest
showing details of reserved accommodation
a. Reservation
b. Confirmation
c. Registration
12. Filled up the desk clerk and will serve as bases for preparing
daily arrival list
a. Individual reservation card
b. Reservations control book
c. Confirmation form
13. A package with special rate given to Filipinos especially
domestic traveler
a. Balikbayan
b. Sariling atin
c. Local travelers
14. The term overbooking means
a. There are more reservations accepted than the hotel
room available
b. The hotel is fully booked
c. There are no rooms available for guest
15. Queen bed is
a. An extra long, extra wide bed, about 60 inches by 80
inches
b. A bed that can accommodate a couple or two
individuals
c. An extra long, extra wide bed, about 78 inches by 80
inches
16. A penthouse suite is
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
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Revision No:
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a. A suite used for entertaining visitors, serving as a
function
b. A suite usually located on the top floor of the property
c. A suite designed for top executive with facilities and
amenities of superior quality
17. Guaranteed reservation
a. Applies when terms of reservation have been verified
b. Applies when both the hotel and the reserving party
agree on the dates, rates and billing arrangement,
room types and other agreement
c. Is an agreement that the hotel makes to hold a room
for a guest until the guest arrival and check out time
18. The 6 o’clock policy means
a. The guest with reservation is expected to arrive not
later than 6 o’clock prior of the arrival date
b. The guest is expected to arrive at 6 o’clock pm of the
arrival date
c. Check in time is 6 pm
19. Reservation diary are used to:
a. Record daily room bookings/reservation
b. Making references to the reservation card/slip
c. Both a and b
20. In booking status, user code C refers to
a. Confirm guaranteed reservation
b. Confirmed
c. Tentative reservation
21. House use refers to
a. Room blocked for in house officers /personnel
b. Occupied room by guest
c. Out of order rooms
22. Future management decisions relating to marketing thrust
is done by:
a. Guest relation officer
b. Night auditor
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 72 of
159
c. Reservations supervisor
23. If the room type requested is not available
a. Inform the guest that there’s no more room available
b. Offer alternative room depending on what is available
c. Insist the guest to get other room which are available
24. When there are limited rooms available, priority is given to:
a. FIT
b. Walk in guest
c. VIP
25. Which one must be first indicated in the room reservation
card
a. Number of person arriving
b. Arrival date and time
c. Name/s of incoming guest
26. In case of non-arrival of expected guest
a. No show up form is prepared and forwarded to the
room reservations section
b. The reservations clerk files the rack slip with the
arrival date amended
c. The reservation slip or card is pulled out
27. The status of room is indicated by a color code, all rooms
that are blocked/reserved for the day are color coded with
a. Black
b. Red
c. Orange
28. Average room rate is
a. Total revenue/total rooms sold
b. Total no. of guest/total rooms sold
c. Total revenue/total no. of guest
29. Total rooms available is
a. Total rooms- total rooms sold
b. Total rooms-out of order rooms and house use
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
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CINDY O. GASTON
Revision No:
Page 73 of
159
c. None of the above
30. DBL
a.
b.
c.
Occupancy Percentage is
Total rooms- total rooms sold
Total no. of guest/total number of rooms sold
Total revenue/total no. of guest
B. True or false
1. Standard room is a room sold at moderate rate equipped
with standard facilities like aircon, television and other
amenities
2. The basic function of reservation supervisor is to oversee
operations pertaining to room sales and reservations
3. Guest history is generally made up of guest contact
information that is taken during the reservation process
4. The time of arrival and the room number of the expected
guest is specified and necessary on the request form
5. The front desk is not responsible for coordinating guest
request
6. Pax account is indicated when bills will be charged to the
company
7. If the guest does not show up with cut off date and time, the
hotel has the right to give his reservation room to waitlisted
guests using the room reserved for him
8. A form use for cancellation of guest’s reservation is
reservation slip
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 74 of
159
9. One way to avoid overbooking is to guarantee reservations,
set specific time on the validity of the reservation made
exercise effective reservation procedure
10. In case of change in expected time of arrival (ETA), the
reservation card is filled in the new ETA
Written Test Answer Key
A. Multiple Choice.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
B
C
A
B
A
B
A
A
A
C
B
A
B
A
A
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
B
B
A
C
B
A
A
B
C
C
A
C
A
B
B
B. True or False
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 75 of
159
1. True
2. True
3. True
4. True
5. False
6. False
7. True
8. False
9. True
10. True
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 76 of
159
Performance Test
Specific Instruction for the Candidate
Qualification
FRONT OFFICE NC II
Unit of Competency
Receiving and processing
reservations
General Instruction:
Given the necessary tools and equipment’s, you are required to
perform on how to receive and process reservations based on the
required industry standard. (allotted time: 1 hour)
Specific Instruction:
1. Greet the customer
2. Determine the availability of the reservation and advise to the
customer
3. Offer alternatives including waitlist options if requested booking
is not available
4. Complete customer details and record against their booking in a
manner which ensures correct interpretation by other who may
access the reservation details
5. Check customer profile or history, if available, and use the
information to assist in making the reservation and to enhance
the customer service
6. Record special request in accordance with established
requirements
7. Confirm the all the details of customer bookings and ensure that
they understand and agree to all details
8. File the reservation in a manner which ensures easy access by
others and is in accordance with established procedures
9. Prepare and issue documents and other materials to the
customer in accordance with the requirements of the specific
reservation
10. Update financial status of the reservation in accordance with
established procedures
11. Receive, process and record amendments or cancellations of
reservations in accordance with customer request and
Date Developed:April 28, Document No:
established procedures
FRONT OFFICE SERVICES NCII
2014
Revision No:
12. RECEIVING
Communicate
general and specific
customer requirements
AND PROCESSING
Developed by:
Issued By:
and reservation
details to appropriate departments and
RESERVATIONS
CINDY O. GASTON
colleagues
13. Compile and provide accurate and relevant reservation
statistics to concerned people or departments
Page 77 of
159
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 78 of
159
LIST OF EQUIPMENTS, TOOLS AND MATERIALS
EQUIPMENTS
QUANTITY
DESCRIPTION
2 units
Computer and printer
1 pc
Cash register
1pc
Fake bill detector
1pc
Hypercom
1pc
Credit and imprinter
1 pc
Ving card key marker
1 pc
Ving card verifier
1 pc
Key rack
1 pc
Cash box drawer
1 pc
Guest folio rack
2 pcs
Telephone
1 pc
Typewriter
1 pc
Fax machine
5 pcs
Calculator
1 pc
Safety deposit box
4 pcs
Lapel microphone
SUPPLIES AND MATERIALS
1 pc
Log book
2pcs
Room keys
2pcs
Ving card
1 pc
White board/cork board
5 pcs
Empty envelope
5 pcs
Luggage tag
TRAINING RESOURCE MATERIALS
25 pcs
Registration form
5 pcs
Cancellation booking form
5 pcs
No show form
25 pcs
General folio
25 pcs
Credit card voucher
25 pcs
Different forms
5 pcs
TOOLS
FRONT OFFICENotice
SERVICES
slip NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
1 pc
Credit card voucher holder
2 unit
Bell boys cart
Revision No:
Page 79 of
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PERFORMANCE CRITERIA CHECKLIST
PROVIDE ACCOMMODATION RECEPTION AREA
Trainee name: _________________________ Date:
______________
CRITERIA
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 80 of
159
Did you….
YES
NO
1. Greet the customer
2. Determine the availability of the reservation
and advise to the customer
3. Offer alternatives including waitlist options if
requested booking is not available
4. Complete customer details and record against
their booking in a manner which ensures
correct interpretation by other who may
access the reservation details
5. Check customer profile or history, if available,
and use the information to assist in making
the reservation and to enhance the customer
service
6. Record special request in accordance with
established requirements
7. Confirm the all the details of customer
bookings and ensure that they understand
and agree to all details
8. File the reservation in a manner which
ensures easy access by others and is in
accordance with established procedures
9. Prepare and issue documents and other
materials to the customer in accordance with
the requirements of the specific reservation
10.
Update financial status of the reservation
in accordance with established procedures
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 81 of
159
11. Receive, process and record amendments or
cancellations of reservations in accordance
with customer request and established
procedures
12.
Communicate general and specific
customer requirements and reservation
details to appropriate departments and
colleagues
13.
Compile and provide accurate and relevant
reservation statistics to concerned people or
departments
DEMONSTRATION CHECKLIST
Candidate name:
Assessor name:
Project-Based Assessment:
Qualification:
FRONT OFFICE SERVICES NCII
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 82 of
159
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary materials, tools and equipment, the
candidate must be able receive and process reservations in
30 minutes.
Materials and equipment
Equipment:
 Computer and printer, Telephone, Fax machine, Credit card
imprinter, Guest folio rack, cash box drawer, calculator
Materials:
 Log book, white board/cork board, empty envelopes,
registration form, cancellation booking form, no show forms,
general folio, different forms
OBSERVATION
 to show if evidence is
demonstrated
During the demonstration of skills, did
the candidate:
Yes
No
N/A
1. Able to determine and advice the
availability of the reservation to the
customer?



2. Offers alternatives, including waitlist
options if requested booking is not
available?



3. Responds to inquiries regarding rates
and other product features according
to established procedures?



4. Accurately complete customer details
accurately in a manner which ensures
correct interpretation by others who
may access the reservation details



5. Checks customer profile and use
information to assist in making the
reservation?



6. Records special requests in accordance
with established requirements



FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 83 of
159
7. Confirms to the customer all the
details of customer bookings and
ensure that they understand and agree
to all details



8. Files the reservations in a manner
which ensures easy access by others
and is in accordance with established
procedures



9. Receives, processes and records
amendments or cancellations of
reservations in accordance with
customer request and established
procedures






10. Communicates general and specific
customer requirements and
reservation details to appropriate
departments and colleagues
The candidate’s demonstration was:
Feedback to candidate
General comments [Strengths / Improvements needed]
Candidate
signature:
Date:
Assessor
signature:
Date:
Satisfactory
Questions
knowledge
to
probe
Not Satisfactory 

ORAL QUESTIONS
the candidate’s underpinning
Satisfactor
y response
Yes
No
1. What is the main function of the reservation process?


Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
CINDY O. GASTON
Revision No:
Page 84 of
159


3. What is guaranteed reservation?


4. What are the guest-related information needed in getting
reservation inquiry?


5. Enumerate the reservation process.


2. What will you do if the room requested are sold out in the
requested date?
The candidate’s
knowledge was:
underpinning
 Not
Satisfactory
 Satisfactory
Feedback to candidate
General comments [Strengths / Improvements needed]
Candidate
signature:
Date:
Assessor
signature:
Date:
OBSERVATION CHECKLIST
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 85 of
159
Candidate name:
Assessor name:
Assessment
Center :
Competency
Standards:
Unit
Competency:
of Receive and Process Reservations
Instructions for the assessor:
1. Observe the candidate conducting receive and process reservations
2. Describe the assessment activity and the date on which it was
undertaken.
3. Place a tick in the box to show that the candidate completed each aspect
of the activity to the standard expected in the enterprise.
4. Ask the candidate a selection of the questions from the attached list to
confirm his/her underpinning knowledge
5. Place a tick in the box to show that the candidate answered the
questions correctly.
6. Complete the feedback sections of the form.
Date of observation
Description of assessment
activity
Location
activity
of
assessment
The candidate….
If yes, tick the
box
1. Is able determine and advice the customer on the
availability of the reservation?

2. Offers alternatives, including waitlist options if
requested booking is not available?

3. Responds to inquiries regarding rates and other
product features are responded according to
established procedures?

4. Accurately records customer details in a manner,
which ensures correct interpretation by others
who may access the reservation details?
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS

Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 86 of
159
5. Checks customer profile and use information to
assist in making the reservation?

6. Records special requests in accordance with
established requirements?

7. Confirms to the customer all the details of
customer bookings and ensure that they
understand and agree to all details?

8. Files the reservations in a manner which ensures
easy access by others and is in accordance with
established procedures?

9. Prepares and issues documents and other
materials to the customer in accordance with the
requirements of the specific reservations

10.
Updates financial status of reservations
according to established procedures?

11. Receives, processes and records amendments or
cancellations of reservations in accordance with
customer request and established procedures

12.
Communicates general and specific
customer requirements and reservation details to
appropriate departments and colleagues

13.
Compiles and provides accurate and
relevant reservation statistics to concerned people
or departments

FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 87 of
159
Feedback to candidate:
General comments (Strengths / Improvements needed)
Candidate
signature:
Date:
Assessor
signature:
Date:
 Yes
 No
Did the candidate’s overall performance meet the
standard?
Inventory of Training Resources
Resources for presenting instruction

Print Resources
As per TR
As per
Inventory
Remarks
As per TR
As per
Inventory
Remarks
As per TR
As per
Inventory
Remarks
CBLM
Textbook
Magazine, Journal,
and Periodical

Pamphlets
Non Print Resources
Still Visual (slides, film strips,
photograph)
Interactive Learning Materials
Resources for Skills practice

Supplies and Materials
Log book
3 pcs
2 pcs
Room key
10 pcs
5 pcs
Vin card
10 pcs
5 pcs
White board/cork board
3 pcs
2 pcs
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Replenish
Revision No:
Page 88 of
159
Empty envelope
30 pcs
20 pcs
Luggage tag
20 pcs
10 pcs

As per TR
Tools
Credit card
As per
Inventory
2 pcs
1 pc
Bell boys cart
2 pcs
1 pc

As per TR
Remarks
voucher holder
Equipment
Computer (with reservation 3 pcs
system) and printer
As per
Inventory
1 pc
Cash register
2 pcs
1 pc
Fake Bills detector
1 pc
1 pc
Hypercom
1 pc
1 pc
Credit card imprinter
1 pc
1 pc
Key card marker
1 pc
1 pc
Key Card verifier
1 pc
1 pc
Key rack
1 pc
1 pc
Cash box drawer
1 pc
1 pc
Guest folio rack
2 pcs
2 pcs
Telephone
2 pcs
1 pc
Fax machine
1 pc
1 pc
Calculator
2 pcs
1 pc
Safety deposit box/ drop vault
1 pc
1 pc
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Remarks
Revision No:
Page 89 of
159
References For Further Reading
BOOK REFERENCES:
1. Front office procedures and guest relations:
Introduction to Hotel and Front Office Operations
Author: Amelia S. Roldan
2. Systemwide rseervations
Hotel Front Office Management Fourth edition
Author: James A. Bardi
WEBSITES:
1.
http://www.ehow.com/list_66699
84_hotel-front-office-reservation-procedures.html
2.
http://www.tourcms.com/compan
y/research/pdf/hotel_booking_process_february2003.pdf
3.
http://www.ehow.com/list_61121
23_procedures-handling-hotel-reservations.html
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 90 of
159
4.
http://www.youtube.com/watch?
v=ijuRojiFlMs
III. FACILITATE
TRAINING SESSION
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 91 of
159
ACTIVITY MATRIX
Qualification: FRONT OFFICE NC II
Day 1 & 2
Training Activity
Invocation/Prayer
Recap of the previous activities
Ice breaker activities
Feedback of training
Receive and process reservations
LO1 Receive reservation request
LO2 Record details of reservation
LO3 Update reservations
LO4 Advise others on reservation
details
Operate a computerized reservation
system
LO1 Operate the computerized
reservation system
LO2 Create and process reservations
LO3 Send and receive reservation
communications
All trainees
Trainee 1
Trainee 2
Trainee 3
Trainee 4
Trainee 5
Date & Time
Chairs
tables
CBLM
Telephone
Reservation form
Log book
Task sheet /job sheet of
different L.O
Institutional Assessment
tool
Trainee 6
Trainee 9
Trainee 10
Work station 1
Reservation area
57 hours
required
(8-5pm per day)
Except sat- sun
Institutional
assessment area
Reference book on CRS
Contextual
learning area
57 hours
required
Computer
Work station 2
(8-5pm per day)
Printer
Reception area
Institutional
assessment
Area
Except sat- sun
Trainee 7
Trainee 8
Reservation form
Guest folio
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
VENUE
(Workstation/
Area)
Facilities/Tools and
Equipment
Trainee
Developed by:
CINDY O. GASTON
Issued By:
Page 92 of 159
Remarks
Provide accommodation reception
L01 Prepare reception area for guest
arrival
LO2 Welcome and register guests
L03Perform “during stay” functions
L04 Organize guest departure
L05 Prepare front office records and
reports
Learning Resource
Area
CBLM
Trainee 11
Trainee 12
Computer/ printer
(8-5pm per day)
Fax machine
Credit card verifier and
imprinter
Room key
Trainee 13
Trainee 14
Trainee 15
57 hours
required
Work station 2
Except sat- sun
Reception area
Registration form
Calculator
Telephone
Cash register
Task sheet /job sheet
Receive and process reservations
LO1 Receive reservation request
LO2 Record details of reservation
LO3 Update reservations
Trainee 11
Trainee 12
Trainee 13
Trainee 14
LO4 Advise others on reservation
details
Trainee 15
Operate a computerized reservation
system
LO1 Operate the computerized
reservation system
LO2 Create and process reservations
Trainee 1
Contextual
learning area
Work station 2
Reception area
57 hours
required
(8-5pm per day)
Except sat- sun
Institutional
assessment
area
Contextual
learning area
57 hours
required
Computer
Work station 2
(8-5pm per day)
Printer
Reception area
Except sat- sun
Telephone
Reservation form
Log book
Task sheet /job sheet of
different L.O
Institutional Assessment
tool
Reference book on CRS
Trainee 2
Trainee 3
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 93 of 159
LO3 Send and receive reservation
communications
Provide accommodation reception
L01 Prepare reception area for guest
arrival
LO2 Welcome and register guests
L03Perform “during stay” functions
L04 Organize guest departure
L05 Prepare front office records and
reports
Trainee 4
Trainee 5
Guest folio
Trainee 8
Trainee 9
Trainee 10
Learning Resource
Area
CBLM
Trainee 6
Trainee 7
Institutional
assessment
area
Reservation form
Computer/ printer
57 hours
required
(8-5pm per day)
Fax machine
Credit card verifier and
imprinter
Room key
Work station 2
Except sat- sun
Reception area
Registration form
Institutional
assessment area
Notice slip log book
Calculator
Telephone
Cash register
Task sheet /job sheet
Institutional assessment
tool
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 94 of 159
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 95 of 159
ACTIVITY MATRIX
Qualification:FRONT OFFICE NC II
Day 3 & 4
Training Activity
Invocation/Prayer
Recap of the previous activities
Trainee
Facilities/Tools and
Equipment
VENUE
(Workstation/ Area)
Date & Time
Reservation form
Work station 1
Log book
Reservation area
57 hours
required
(8-5pm per
day)
Except satsun
All trainees
Chairs
tables
CBLM
Ice breaker activities
Feedback of training
Receive and process reservations
LO1 Receive reservation request
LO2 Record details of reservation
LO3 Update reservations
LO4 Advise others on reservation details
Operate a computerized reservation
system
LO1 Operate the computerized reservation
system
LO2 Create and process reservations
LO3 Send and receive reservation
communications
Telephone
Trainee 6
Trainee 7
Trainee 8
Trainee 9
Trainee 10
Trainee 11
Remarks
Task sheet /job sheet of
different L.O
Institutional
Assessment tool
Reference book on CRS
Trainee 12
Institutional
assessment area
Contextual learning
area
Computer
Work station 2
Printer
Reception area
Trainee 13
Trainee 14
Trainee 15
57 hours
required
(8-5pm per
day)
Except satsun
Reservation form
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 96 of
159
Provide accommodation reception
L01 Prepare reception area for guest
arrival
LO2 Welcome and register guests
L03Perform “during stay” functions
L04 Organize guest departure
L05 Prepare front office records and
reports
CBLM
Trainee 1
Trainee 2
Trainee 3
Trainee 4
Trainee 5
Learning Resource
Area
Computer/ printer
Fax machine
Credit card verifier and
imprinter
Room key
Work station 2
57 hours
required
(8-5pm per
day)
Except satsun
Reception area
Registration form
Notice slip log book
Institutional
assessment area
Calculator
Telephone
Cash register
Task sheet /job sheet
Institutional
assessment tool
Conduct Night Audit
LO1 Process internal financial
transactions
Trainee 1
Trainee 2
L02 Complete routine records and reports
CBLM
57 hours
required
Work station 2
(8-5pm per
day)
Reception area
Except satsun
Computer/printer
Trainee 3
Calculator
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Contextual learning
area
Developed by:
CINDY O. GASTON
Issued By:
Page 97 of
159

Trainee 4
Trainee 5
Provide Club Reception Services
L01 Provide information on club services
and process memberships
L02 Monitor guest entry to club according
to enterprise procedures
Task sheet /job sheet
Institutional
assessment tool
CBLM
Trainee 6
Trainee 7
Trainee 8
Trainee 9
Trainee 10
Institutional
assessment
area
Computer/ printer
Work station 1
Fax machine
Reception Area
Credit card verifier and
imprinter
Room key
57 hours
required
(8-5pm per
day)
Except satsun
Institutional
assessment area
Registration form
Notice slip log book
Calculator
Telephone
Cash register
Task sheet /job sheet
Institutional assesment
tool
Provide Concierge and Bell service
L01 Handle guest luggage on arrival and
departure
L02 Handle Guest Luggage
L03 Respond to guest for bell desk services
CBLM
Contextual learning
area
Bell boys cart
Work station 2
Guest directory
Reception area
Trainee 11
Trainee 12
Trainee 13
Trainee 14
Trainee 15
Luggage tag
Room keys
Luggage
Date Developed:April 28, 2014
Institutional
assessment
area
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
58 hours
required
(8-5pm per
day)
Except satsun
Developed by:
CINDY O. GASTON
Issued By:
Page 98 of
159
Task sheet /job sheet
Institutional
assessment tool
Provide cashiering service
Trainee 1
CBLM
L01 Prepare guest folio
Trainee 2
Computer/printer
L02 Collect cash or cash equivalents
L03 Reconcile financial transactions at the
end of the shift
Trainee 3
Trainee 4
Trainee 5
telephone/ fax machine
Reception Area
cash register
check out forms
Credit card verifier
Task sheet /job sheet
Institutional assesment
tool
Date Developed:April 28, 2014
Institutional
assessment area
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Work station 1
57 hours
required
(8-5pm per
day)
Except satsun
Developed by:
CINDY O. GASTON
Issued By:
Page 99 of
159
ACTIVITY MATRIX
Qualification: FRONT OFFICE NC II
Day 5 & 6
Training Activity
Invocation/Prayer
Recap of the previous activities
Trainee
All trainees
Ice breaker activities
Feedback of training
Conduct Night Audit
LO1 Process internal financial
transactions
L02 Complete routine records and
reports

Provide Club Reception Services
L01 Provide information on club
services and process memberships
L02 Monitor guest entry to club
according to enterprise procedures
Date & Time
Contextual
learning area
57 hours
required
Work station 2
(8-5pm per day)
Reception area
Except sat- sun
Institutional
assessment area
Contextual
learning area
57 hours
required
Computer/ printer
Work station 3
(8-5pm per day)
Fax machine telephone
Reception area
Except sat- sun
Institutional
assessment
area
Contextual
58 hours
CBLM
Trainee 12
Computer/printer
Trainee 13
Trainee 14
Trainee 15
Calculator
Task sheet /job sheet
Institutional assessment
tool
CBLM
Trainee 1
Trainee 2
Trainee 3
Credit card verifier and
imprinter, cash register
Trainee 1
Room key
Registration form
CBLM
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Remarks
Chairs
tables
CBLM
Trainee 11
Trainee 4
Trainee 5
Provide Concierge and Bell service
VENUE
(Workstation/
Area)
Facilities/Tools and
Equipment
Developed by:
CINDY O. GASTON
Issued By:
Page 100 of
159
L01 Handle guest luggage on arrival
and departure
L02 Handle Guest Luggage
L03 Respond to guest for bell desk
services
Provide cashiering service
L01 Prepare guest folio
L02 Collect cash or cash equivalents
L03 Reconcile financial transactions
at the end of the shift
Trainee 2
Trainee 3
Trainee 4
Trainee 5
learning area
required
Bell boys cart
Work station 3
(8-5pm per day)
Guest directory
Reception area
Except sat- sun
Luggage tag
Room keys
Luggage
Task sheet /job sheet
Institutional assessment
tool
Trainee 11
Trainee 12
Trainee 13
CBLM
Computer/printer
telephone/ fax machine
Trainee 14
Trainee 15
cash register
check out forms
Credit card verifier
Task sheet /job sheet
Institutional assessment
tool
Date Developed:April 28, 2014
Contextual
learning area
Work station 2
Reception area
57 hours
required
(8-5pm per day)
Except sat- sun
Institutional
assessment
area
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Institutional
assessment
area
Developed by:
CINDY O. GASTON
Issued By:
Page 101 of
159
ACTIVITY MATRIX
Qualification:FRONT OFFICE NC II
Day 7
Training Activity
Invocation/Prayer
Recap of the previous activities
Trainee
All trainees
Ice breaker activities
Feedback of training
Conduct Night Audit
LO1 Process internal financial
transactions
L02 Complete routine records and
reports

Provide Club Reception Services
L01 Provide information on club
services and process memberships
L02 Monitor guest entry to club
according to enterprise procedures
CBLM
Trainee 7
Computer/printer
Trainee 8
Trainee 9
Trainee 10
Trainee 13
Trainee 6
Work station 2
Reception area
Task sheet /job sheet
Institutional assesment
tool
Institutional assesment
CBLM
Contextual learning area
Computer/ printer
Work station 3
Fax machine ,telephone
Reception area
Credit card verifier and
imprinter , cash register
Room key
Registration form
Notice slip log book
CBLM
Date Developed:April 28, 2014
Date & Time
Remarks
57 hours
required
(8-5pm per
day)
Except satsun
area
57 hours
required
(8-5pm per
day)
Except satsun
Institutional assesment
area
Contextual learning area
58 hours
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Contextual learning area
Calculator
Trainee 11
Trainee 12
VENUE (Workstation/
Area)
Chairs
tables
CBLM
Trainee 6
Trainee 14
Trainee 15
Provide Concierge and Bell service
Facilities/Tools and
Equipment
Developed by:
CINDY O. GASTON
Issued By:
Page 102 of
159
L01 Handle guest luggage on arrival
and departure
L02 Handle Guest Luggage
L03 Respond to guest for bell desk
services
Trainee 7
Trainee 8
Trainee 9
Trainee 10
Bell boys cart
Work station 3
Guest directory
Reception area
Luggage tag
Room keys
Luggage
Task sheet /job sheet
Institutional assesment
tool
Provide cashiering service
Trainee 6
CBLM
L01 Prepare guest folio
Trainee 7
Computer/printer
L02 Collect cash or cash equivalents
L03 Reconcile financial transactions
at the end of the shift
Trainee 8
Trainee 9
Trainee 10
telephone/ fax machine
cash register
check out forms
Credit card verifier
Task sheet /job sheet
Institutional assesment
tool
Date Developed:April 28, 2014
Institutional assesment
area
Contextual learning area
Work station 2
Reception area
57 hours
required
(8-5pm per
day)
Except satsun
Institutional assesment
area
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
required
(8-5pm per
day)
Except satsun
Developed by:
CINDY O. GASTON
Issued By:
Page 103 of
159
Progress chart
*Screen shot. Excel template
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 104 of
159
*Scree
shot.
Excel
n
template
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 105 of
159
III. SUPERVISED
WORK BASED
LEARNING
FORM 1.1 SELF-ASSESSMENT CHECK
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 106
of 159
INSTRUCTIONS: This Self-Check Instrument will give the trainer
necessary data or information which is essential in
planning training sessions.
Please check the
appropriate box of your answer to the questions
below.
CAN I?...
YES
NO
BASIC COMPETENCIES
1. Participate in workplace communication
1.1 Obtain and convey workplace information
1.2 Participate in workplace meetings and
discussions
1.3 Complete relevant work related documents
/
/
/
2. Work in a team environment
2.1 Describe team role and scope
/
2.2 Describe and identify team role and
responsibility in a team
3. Practice career professionalism
/
3.1 Integrate personal objectives with organizational
goals
3.2 Set and meet work priorities
/
3.3 Maintain professional growth and development
/
/
4. Practice occupational health and safety procedures
4.1 Identify hazards and risks
/
4.2 Evaluate hazards and risks
4.3 Control hazards and risks
/
4.4 Maintain OHS awareness
/
COMMON COMPETENCIES
1. Develop and update industry knowledge
1.1 Seek information on the industry
/
1.2 Update industry knowledge
/
2. Observe workplace hygiene procedure
2.1 Follow hygiene procedures
/
2.2 Identify and prevent hygiene risks
/
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 107
of 159
CAN I?...
YES
NO
3. Perform computer operations
3.1 Plan and prepare for task to be undertaken
/
3.2 Input data into the computer
/
3.3 Access information using computer
/
3.4 Produce accurate and complete data according
to the
requirements
/
3.5 Maintain computer system
/
4. Perform workplace and safety practices
4.1 Follow workplace procedure for health, safety
and security practices
/
4.2 Deal with emergency situation
/
Maintain safe personal presentation standards
/
5. Provide effective customer service
5.1 Greet customer
/
5.2 Identify customer needs
/
5.3 Deliver service to the customer
/
5.4 Handle queries to telephone, fax machine,
internet and email
5.5Handle complaints, evaluation and
recommendations
CORE COMPETENCIES
/
1. Receive and Process Reservations
1.5
Receive Reservation request
/
1.6
Record Details of reservation
/
1.7
Update reservations
/
1.8
Advise others on reservation details
/
2. Operate a Computerized Reservation
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 108
of 159
CAN I?...
YES
2.1 Operate the computerized reservation system
/
2.2 Create and process reservations
/
2.3 Send and receive reservation communications
/
NO
3. Provide accommodation reception services
3.1 Prepare for guest arrival in accordance with /
industry procedure
3.2 Welcome and register guests accordingly
/
3.3 Perform “during stay” functions
3.4 Organize guest departure
/
3. 5 Prepare front office records and reports
/
4. Conduct Night Audit
4.1 Process internal financial transactions
/
4.2 Complete routine records and reports
/
5. Provide Club Reception Services
5.1 Provide information on club services and /
process memberships
5.2 Monitor guest entry to club according to
enterprise procedures
6. Provide Concierge and Bell service
/
6.1 Handle guest luggage on arrival and departure
/
6.2 Handle Guest Luggage
/
6.3 Respond to guest for bell desk services
/
7. Provide cashiering service
7.2 Prepare guest folio
/
7.2 Collect cash or cash equivalents
/
7.3 Process receipts and payments
/
7.4 Reconcile financial transactions at the end of
the shift
/
Form 1.2: Evidence of Current Competencies acquired related
to Job/Occupation
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 109
of 159
Current
competencies
Proof/Evidence
1. Operate a

Computerize
d
Reservation

2. Provide
accommodat 
ion
reception
services
3. Provide
Practical
Demonstration
Submitted certificate
of
training/employment
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate
Submitted certificate
of
training/employment
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate

Submitted
documented
evaluation report
signed by the
supervisor and notify
by duty manager

Practical
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Means of validating

Evaluate
performance
using
performance
criteria checklist

Validate the
authenticity of
documents

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel

Evaluate
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 110
of 159
Club
Reception
Services
Demonstration


performance
using
performance
criteria checklist
Submitted certificate
of
training/employment
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
authorized
personnel
Submitted
documented
evaluation report
signed by the
supervisor and notify
by duty manager

4. Conduct
Night Audit


Submitted certificate
of
training/employment
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate
Submitted
documented
evaluation report
signed by the
supervisor and notify
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 111
of 159
by duty manager

5. Provide
Concierge
and bell
Services
6. Provide
cashiering
service

Practical
Demonstration

Submitted certificate
of
training/employment
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate

Practical
Demonstration

Submitted certificate
of
training/employment
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate


Evaluate
performance
using
performance
criteria checklist

Validate the
authenticity of
documents

Evaluate
performance
using
performance
criteria checklist

Validate the
authenticity of
documents

Submitted
document is
authentic as
signed and
attested by the
company’s
Submitted
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 112
of 159
documented
evaluation report
signed by the
supervisor and notify
by duty manager
authorized
personnel
Form 1.3 Summary of Current Competencies Versus Required
Competencies
Required Units of
Competency/Learning
Outcomes based on
CBC
Current
Competencies
Training
Gaps/Requirement
s
2. Receive and Process Reservations
1.1 Reservation
request
Receiving
reservation request
1.2 Record Details of
reservation
Recording details of
reservation
1.3 Update
reservations
Updating
reservations
1.4 Advise others on
Advising others on
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 113
of 159
reservation
details
reservation details
2. Operate a Computerized Reservation
2.1 Operate the
computerized
reservation
system
Accessing and
manipulating
reservation
system
information
2.2 Create and
process
reservations
Creating and
processing
reservations
2.3 Send and receive
reservation
communications
Sending and
receiving
reservation
communications
3. Provide accommodation reception services
3.1 Prepare for guest Preparing for
arrival
in guest arrival
accordance with
industry
procedure
3.2 Welcome and
register guests
Welcoming and
registering guests
3.3 Perform “during
stay” functions
Performing
“during stay”
functions
3.4 Organize guest
departure
Organizing guest
departure
3.5 Prepare front
office records
and reports
Preparing front
office records and
reports
4. Conduct Night Audit
4.1 Process internal
financial
transactions
Processing
financial
transactions
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 114
of 159
4.2 Complete routine Completing
records and
routine records
reports
and reports
5. Provide Club Reception Services
5.1 Provide
information on
club services and
process
memberships
Providing
information
on
club services and
process
memberships
5.2 Monitor guest
entry to club
according to
enterprise
procedures
Monitoring guest
entry to club
according to
enterprise
procedures
6. Provide Concierge and Bell service
6.1 Handle guest
Handling guest
luggage on
luggage on arrival
arrival and
and departure
departure
6.2 Handle guest
luggage
Marking and
storing luggage
accurately and
properly accroding
to establishment
procedures and
safety
requirements
6.3 Respond to
request for bell
desk services
promptly
Responding to
request for bell
desk services
promptly
7. Provide cashiering service
7.1 Prepare guest
folio
Preparing guest
folio
7.2 Collect cash or
cash equivalents
Collecting cash or
cash equivalents
7.3 Process receipts
and payments
Processing
receipts and
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 115
of 159
payments
7.4 Reconcile
financial
transactions at
the end of the
shift
Reconciling
financial
transactions at
the end of the
shift
Form No. 4.4: Training Needs
Training Needs
(Learning Outcomes)
Module Title/Module of
Instruction
1.5
Receive Reservation request
Receiving reservation request
1.6
Record Details of reservation
Recording
reservation
1.7
Update reservations
Updating reservations
1.8
Advise others on reservation
details
Advising
others
reservation details
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
details
of
on
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 116
of 159
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 117
of 159
Training Plan
Qualifications: Front Office Services NC II
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 118 of 159
Qualification:
Front Office
Services NC II
Trainees’
Training
Requirements
Training
Activity/Task
Mode of
Training
Perform the
LO1:
Receive process of
Receiving and
Reservation
processing
Request
reservation
Practical
demonstration
LO 2: Record
Details of
Reservation
Perform Record
special request
process
Practical
demonstration
LO3: Update
Reservation
Perform Advising
others on
reservation
details
Practical
demonstration
Staff
supervisor
Facilities/
Tools and Venue
Equipment
Computer
Printer
Front
Office
Evaluation
form/
Performance
criteria
checklist
Front
Office
Evaluation
form/
Performance
criteria
checklist
Front
Office
Evaluation
form/
Performance
criteria
checklist
Telephone
Fax
machine
supervisor
Computer
Printer
Telephone
supervisor
Computer
Printer
Telephone
Fax
machine
Date Developed:April 28, 2014
LO4: Advice
Others on
Reservation
Details
Perform
FRONT
OFFICE SERVICES NCIIPractical
supervisor
reservation
RECEIVING
AND PROCESSING demonstration
Developed by:
process
RESERVATIONS
CINDY O. GASTON
communicated
to housekeeping
and F & B.
Assessment
Method
Date
and
Time
Document No:
Computer
Printer
Telephone
Fax
machine
Front No: Evaluation
Revision
Office
Issued
By:
form/
Performance
criteria
checklist
Page 119 of 159
NAME: Jackielyn Fornilos
QUALIFICATION: Front Office NCII
TRAINING DURATION:
TRAINER: Cindy O. Gaston
Instructions:
Technical Education and Skills Development Authority
Wesleyan University-Philippines
TRAINEE’S RECORD BOOK
I.D.
FO1
Date Developed:April 28, 2014
The Trainees’ Record Book contains all the required
competencies in your chosen qualification. All you have to do
is to fill in the column “Task Required” and “Date
Accomplished” with all the activities in accordance with the
training program and to be taken up in the school and with
the guidance of the instructor. The instructor will likewise
indicate his/her remarks on the “Instructors Remarks”
column regarding the outcome of the task accomplished by
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
This Trainees’ Record Book (TRB) is intended to serve
as record of all accomplishment/task/activities while
undergoing training in the industry. It will eventually become
evidence that can be submitted for portfolio assessment and
for whatever purpose it will serve you. It is therefore
important that all its contents are viably entered by both the
trainees and instructor.
Developed by:
CINDY O. GASTON
Issued By:
Page 120 of 159
the trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.
It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
form part of the permanent trainee’s document on file.
THANK YOU.
_________________________________________________
________________________________________________
Unit of Competency:
Reservations
Learnin
g
Outcome
NOTES:
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
Date Developed:April 28, 2014
Task/Activity
Required
Date
Accomplis
hed
LO 1:
Receive
reservatio
ns
request
Perform Basic
Procedure for
taking
Reservation
August ,
2014
LO 2:
Record
details of
reservatio
n
Perform Receiving
and processing
reservation/Telep
hone Courtesy
August ,
2014
LO3 :
Update
reservatio
Perform Record
special request
process
Instruct
ors
Remarks
August ,
2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
1.
______________________
Trainer’s Signature
Receive and Process
Developed by:
CINDY O. GASTON
Issued By:
Page 121 of 159
n
( Principles w/c
underpin
reservation
procedures)
LO4:
Perform
Advise
Documents and
others on other materials
reservatio preparation and
n details issuance process
(Principles w/c
underpin
reservation
procedures
Perform
Computerized
Reservation
system Software
Trainee’s Signature
August ,
2014
August ,
2014
Unit of Competency: 2. Operate a computerized
reservation system
Learning
Outcome
Task/Activity
Required
LO 1:
Operate
the
computerized
reservation system
LO 2:
Create and process
reservations
LO3 :
Send and receive
reservation
communications
Date
Accomplished
Instructors
Remarks
Trainer’s Signature
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 122 of 159
departure
Trainee’s Signature
Trainer’s Signature
LO5:
Prepare front office
records and reports
Trainee’s Signature
Trainer’s Signature
Unit of Competency: 3. Provide accommodation
reception
Learning
Outcome
LO 1:
Unit of Competency: 4 Conduct night audit
Task/Activity
Required
Date
Accomplished
Instructors
Remarks
Learnin
g
Outcome
Prepare
reception
area
for
guest
arrival
Task/Activity
Required
Date
Instructors
Accomplished Remarks
LO 1:
LO 2:
Welcome
and
register guests
LO3 :
Perform
“during
stay” functions
LO4:
Organize
Process
internal
financial
transactions
LO 2:
guest
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Complete
routine records
Developed by:
CINDY O. GASTON
Issued By:
Page 123 of 159
and reports
Trainee’s Signature
LO 2:
Trainer’s Signature
Monitor
to club
entry
Trainee’s Signature
Trainer’s Signature
Unit of Competency: 6. Provide concierge and bell
services
Unit of Competency: 5. Provide club reception
services
Learnin
g
Outcome
LO 1:
Task/Activity
Required
Date
Instructors
Accomplished Remarks
Provide
information on
club services
and process
memberships
Date Developed:April 28, 2014
Task/Activity
Required
LO 1:
Handle guest
arrivals and
departures
LO 2:
Handle guest
luggage
LO3:
Respond to
request for
concierge
services
Date
Instructors
Accomplished Remarks
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Learnin
g
Outcome
Developed by:
CINDY O. GASTON
Issued By:
Page 124 of 159
the end of the
shift
Trainee’s Signature
Trainer’s Signature
Trainee’s Signature
Trainer’s Signature
Unit of Competency:7. Provide cashiering service
Learnin
g
Outcome
Task/Activity
Required
LO 1:
Prepare guest
folio
LO 2:
Collect cash or
cash
equivalents
LO3 :
Process receipts
and payments
LO4:
Reconcile
financial
transactions at
Date
Instructors
Accomplished Remarks
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 125 of 159
Name
Qualification
:
JACKIE FORNILOS
Trainer
:
C
GASTON
:
Front Office Services NC
II
Nominal
:
Duration
57 hours
Units of Competency
RECEIVE AND PROCESS
RESERVATION
Training
Activity
Training
Duration
Date
Started
Date
Finished
Rating
Trainee’s
Initial
Supervisor’s
Initial
Perform the
process of
Receiving and
processing
reservation
Perform
Record special
request
process
Perform
Advising
others on
reservation
details
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 126 of 159
Perform
reservation
process
communicate
d to
housekeeping
and F & B.
Perform the
process of
Receiving and
processing
reservation
Total
Note: The trainee and the supervisor must have a copy of
this form. The column for rating maybe used either by giving
a numerical rating or simply indicating competent or not yet
competent. For purposes of analysis, you may require
industry supervisors to give a numerical rating for the
performance of your trainees. Please take note however that
in TESDA, we do not use numerical rating
Date Developed:April 28, 2014
Document No:
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
TRAINEE’S PROGRESS
SHEET
Developed by:
CINDY O. GASTON
Issued By:
Page 127 of 159
Date Developed:April 28, 2014
Revision No:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Document No:
Developed by:
CINDY O. GASTON
Issued By:
Page 128 of 159
TRAINING SESSION EVALUATION FORM
INSTRUCTIONS:
This post-training evaluation instrument is intended to measure how
satisfactorily your trainer has done his job during the whole duration of your
training. Please give you honest rating by checking on the corresponding cell of
your response. Your answers will be treated with utmost confidentiality.
TRAINERS/INSTRUCTORS
1
Name of Trainer: Kimberly P. Magtalapa
2
3
4
1.
Orients trainees about CBT, the use of
CBLM and the evaluation system
√
2.
Discusses clearly the unit of competencies
and outcomes to be attained at the start of every
module
√
3.
Exhibits mastery of the subject/course
he/she is teaching
√
4.
Motivates and elicits active participation
from the student or trainees
√
5.
Keeps records of evidence/s of competency
attainment of each student/trainees
6.
Instill value of safety and orderliness in the
classrooms and workshops
5
√
√
7.
Instills the value of teamwork and positive
work values
√
8.
Instills good grooming and hygiene
√
9.
Instills value of time
10.
Quality of voice while teaching
√
11.
Clarity of language/dialect used in teaching
√
√
12. Provides extra attention to trainees and
students with specific learning needs
13.
Attends classes regularly and promptly
√
√
14. Shows energy and enthusiasm while
teaching
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
√
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 129
of 159
15. Maximizes use of training supplies and
materials
√
16.
Dresses appropriately
17.
Shows empathy
√
18.
Demonstrates self-control
√
√
This post-training evaluation instrument is intended to measure how satisfactorily
you trainer prepared and facilitated your training. Please give your honest rating
by checking on the corresponding cell of your response. Your answers will be
treated with utmost confidentiality.
Use the following rating scales:
5 – Outstanding
4 – Very Good/ Very Satisfactory
3 – Good/ Adequate
2 – Fair/ Satisfactory
1 – Poor/ Unsatisfactory
PREPARATION
1
2
3
4
1. Workshop layout conforms with the
components of a CBT workshop
√
2. Number of CBLM is sufficient
√
3. Objectives of every training session is well
explained
√
4. Expected activities/ outputs are clarified
√
DESIGN AND DELIVERY
1
2
3
4
1. Course contents are sufficient to attain
objectives
√
2. CBLM are logically organized and presented
√
3. Information Sheet are comprehensive in
providing the required knowledge
√
4. Examples, illustrations, and demonstrations
help you learn
√
5. Practice exercises like Task/Job Sheets are
sufficient to learn required skills
√
6. Valuable knowledge are learned through the
√
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
5
5
Revision No:
Page 130
of 159
contents of the course
7. Training Methodologies are effective
√
8. Assessment Methods and evaluation system
are suitable for the trainees and the
competency
√
9. Recording of achievements and competencies
acquired is prompt and comprehensive
√
10.
Feedback about the performance of
learners are given immediately
TRAINING FACILITIES/RESOURCES
√
1
2
3
4
1. Training Resources are adequate
√
2. Training Venue is conducive and appropriate
√
3. Equipment, Supplies and Materials are
Sufficient
√
4. Equipment, Supplies and Materials are
suitable and appropriate
√
5. Promptness in providing Supplies and
Materials
√
SUPPORT STAFF
1
2
3
1. Support Staff are accommodating
4
5
5
√
SUPERVISED INDUSTRY TRAINING OR ON THE JOB TRAINING
EVALUATION FORM
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 131
of 159
Dear Trainees:
The following questionnaire is designed to evaluate the effectiveness of the
Supervised Industry Training (SIT) or On the Job Training (OJT) you had
with the Industry Partners of (your institution).
Please check the
appropriate box corresponding to your rating of each question asked. The
results of this evaluation shall serve as a basis for improving the design and
management of the SIT in SICAT to maximize the benefits of the said
Program. Thank you for your cooperation.
Legend:
5 – Outstanding
4 – Very Good/ Very Satisfactory
3 – Good/ Adequate
2 – Fair/ Satisfactory
1 – Poor/ Unsatisfactory
NA – Not Applicable
Ite
m
No.
Question
Ratings
Institutional Evaluation
1
2
3
4
√
1
Has (your institution) conducted an
orientation about the SIT/OJT program,
the requirements and preparations needed
and its expectations?
√
2
Has (your institution) the provided
necessary assistance such as referrals or
recommendations in finding the company
for your OJT?
Has (your institution) showed coordination
with the Industry Partner in the design and
supervision of your SIT/OJT?
√
3
Has your in-school training adequate to
undertake Industry partner assignment
and its challenges
√
4
5
Has (your institution) monitored your
progress in the Industry?
√
Has the supervision been effective in
achieving you OJT objectives and providing
√
6
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
5
NA
Revision No:
Page 132
of 159
feedbacks when necessary?
Average Ratings
Did (your institution) conduct assessment
of your SIT/OJT program upon
completion?
√
7
Were you provided with the results of the
Industry and (your institution)’s
assessment of your OJT?
√
8
Comments/Suggestions:
Signature:_____________________________
Printed Name: ________________________
Qualification: Front Office Services
Host Industry Partner:________________ Supervisor: ____________________
Period of Time:
Training: ___________________
Instructor: _____________________
Average Ratings:
PREPARATION
Average
1. Workshop layout conforms with
the components of a CBT
workshop
2. Number of CBLM is sufficient
5
3. Objectives of every training
session is well explained
4. Expected activities/outputs are
clarified
5
RECEIVING AND PROCESSING
RESERVATIONS
5
5
General Average
FRONT OFFICE SERVICES NCII
5
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 133
of 159
IV.
MAINTAINING
TRAINING FACILITIES
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 134
of 159
Shop Lay-Out
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 135
of 159
HOUSEKEEPING
SCHEDULE
EQUIPMENT
MAINTENANCE
SCHEDULE
Qualification
Front Office Services
EQUIPMENT TYPE
DESKTOP COMPUTER
Area/Section
Learning Resource Area
EQUIPMENT
CODE
DK-0818
In-Charge
Vanessa Nazareta/ Utility Personnel
Schedule
for the
Month of
LEARNING
RESOURCE
AREA
NOVEMBER
Schedule for the Month of_____________
Responsi
Ev
Ever
ery
ACTIVITIES
ble DailyDa Every Weekly
ACTIVITIES MANPO
Weekl Everyy Monthly
Month Remarks
Remar
Other
15th
oth
15th
WER
ily Day
y
ly
ks
Person
Day
LOCATION
er
Da
y
1. CPU
 Power
down door Utility
1. Check
√
your PC
locks
and Personne
and
knobs
l
unplug it
from the
outlet. and
2. Clean
 arrange
Remove
√
working
the case
Utility
tables
lid. With
according
a can ofto Personne
floor
compress
l
plan/layed
air,
out;
blow check
the
stability.
dust
from the
3. Clean
and
power floor,
check
supply
walls,
through
windows,
the slits
ceilings
the
• in
computer
chassis
graffiti/du
from
the
st/rust
inside
• cobwebs
out
so
and
Utility
the
dust
outdated/
Personne
will
exit
unnecessa
l
the
ry back.
 Use
objects/ite
short
ms
bursts
obstructions Comput
• and
any keep
used er
the
can
materials/ Technic
upright
scraps
ian
FRONT
and
a OFFICE SERVICES NCII
(slugs,
few
stubs)RECEIVING AND PROCESSING
RESERVATIONS
inches
spilled
from
liquid the
hardware
Utility
4. Clean and
√
.
check computer Personne
 Next,
set
-monitor,
l
blow
the
CPU,
dust
keyboards,
from– the
mouse
free,
intake
Day
√
√
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 136
of 159
HOUSEKEEPING INSPECTION CHECKLIST
Qualification
FRONT OFFICE SERVICES
Area/Section
LEARNING RESOURCE AREA
In-Charge
CINDY O. GASTON
YES
NO
INSPECTION ITEMS
1. Are the tables clean and dry? Arranged
according to the floor plan/layout?
2. Are floors, ceilings, windows and doors are
clean, neat and without obstructions or
unnecessary odor? All hinges are functional
and with exit plans?
3. Is the workshop well-ventilated and with
enough illumination?
4. Is the computer set clean and dry? Cables,
plugs, mouse properly laid out and functional?
No damages or splices in flexible wires?
5. Is the air conditioning functional?





6. Is the workshop surroundings clean and
cleared of obstructions, no impounded water
and with adequate lights?
7. Are there available receptacles for waste? Are
the waste materials properly segregated and
disposed?
8. Is the room conducive to learning?



Remarks:
Inspected by:
2014
CINDY GASTON
Date: MAY 5,
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 137
of 159
Equipment Type
: Desktop Computer
Property Code/Number : DC-0213
Location
: Practical Work Area
Trainer-In-Charge
: Cindy O. Gaston
YE
S
NO
INSPECTION ITEMS
√
1. Is the CPU clean and dry? Fan and air vents are
dusted?
√
2. Is keyboard clean and sanitized?
√
3. Is the Monitor clean and free of dust?
√
4. Is the mouse clean and sanitized?
Remarks:
Inspected by:
Area Head
Date: 05/15/2014
WASTE SEGREGATION LIST
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 138
of 159
Qualification
FRONT OFFICE SERVICES NC II
Area/Section
Learning Resource Area
In-Charge
CINDY GASTON
General/
Wastes
Accumulated
Waste Segregation Method
Recycle
1. Not functioning light
bulbs and knobs
2. Broken Chairs and
tables
3. Damaged electrical wires

4. Old Outdated Brochures

5. Used rags/
materials
7. Used papers
Compose


cleaning
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Dispose


Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 139
of 159
Equipment Purchase Request Form
Date: MAy 14, 2014
Name: TERESITA MANZON
Purpose of Request: As Required indicated in TR
Please order the following items
Qty
Unit
Model
Description
Unit cost
Amount
1
Desktop
computer
Telephone
Dell 510E series
Laboratory
Equipment
Laboratory
Equipment
15000
15,000
6000
6,000
1
starTel 045
Date Required: June 1, 2014
Total Cost: 21,000
I certify that the supplies requisition above are necessary and will be used for purpose stated.
Requested by:
______________________
Cindy O. Gaston
Approved by:
_____________________
Head Purchasing Officer
Date Developed:
Document No:
FRONT OFFICE SERVICES NCII
April 28, 2014
Revision No:
RECEIVING AND PROCESSING
RESERVATIONS
Developed by:
Issued By:
CINDY O. GASTON
Page 140 of 159
TAG-OUT INDEX CARD
LOG
SERIA
L
DATE
ISSUE
D
2014May14,
Property ID Number: 0012-0818
510
2014
TYPE
DESCRIPTION
(Danger/Caution)
(System Components, Test
BREAKDOWN/REPAIR Reference,
REPORT etc.
Danger/Out of
Broken scanner plug
order
Property Name: Desktop Computer 02
Location: Computer Laboratory
Findings:
Recommendation:
Desktop Monitor blank, black screen or is not turning on.
1. Unplug the monitor from the
2. Unplug the cord from the ba
monitor.
3. Plug the monitor cord back
Inspected by: Cindy O. Gaston
Monitor and a known-good
4. Press the Monitor power bu
5. If this still does not work, tr
known-good power cord. Ty
Desktop power cord is the s
Monitor power cord.
Reported to: Erik Villaroman
Date: May 14, 2014
Date: May 14, 2014
Subsequent Action Taken:
Inspection of the equipment.
By: Technician
Recommendation:
Replacement of the monito
Reported to: Kimberly Magtalap
Date: May 16, 2014
Date: November 16, 2013
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 141
of 159
WORK REQUEST
Unit No.
ACLC 002
Description: DESKTOP COMPUTER
Observation/s:
Defective Monitor. No Power
Date Reported:
May 18, 2014
Activity:
Reported by:
Cindy O. Gaston
Replacement of the monitor
Date completed:
May 18, 2014
Signature:
Spare parts used: New Monitor
Date Developed:
Document No:
FRONT OFFICE SERVICES NCII
April 28, 2014
Revision No:
RECEIVING AND PROCESSING
RESERVATIONS
Developed by:
Issued By:
CINDY O. GASTON
Page 142 of 159
SALVAGE REPORT
AREA/ SECTION
Computer Laboratory
IN-CHARGE
FACILITY TYPE
HP Desktop Computer
Cindy O. Gaston
PART ID
RECOMMENDATION
512 DDR2 Memory
Store as back-up memory
Reported by:
Date:
Signature Over Printed
Name
Date Developed:
Document No:
FRONT OFFICE SERVICES NCII
April 28, 2014
Revision No:
RECEIVING AND PROCESSING
RESERVATIONS
Developed by:
Issued By:
CINDY O. GASTON
Page 143 of 159
EQUIPMENT RECORD W/ CODE AND DRAWING
No
.
1
2
Location
Practical
Work
Area
Practical
Work
Area
Eqpt.
No.
MEEEQ-001
1
Fax
Machine
Sharp
Fax 000Machine Fx11 01WM
Drawing
Ref.
457234
E
MEEEQ-002
2
Computer
Acer Computer 000RC8
02PG
457235
E
Asus
Jet 000Printer KM23
03WT
457239
Qty
Title
Description
3
Practical
Work
Area
MEEEQ-003
1
Printer
4.
Practical
Work
Area
MEEEQ-004
1
Telephone PLDT
199
PO No.
MyDSL 00004GT
Date Developed:
Document No:
FRONT OFFICE SERVICES NCII
April 28, 2014
Revision No:
RECEIVING AND PROCESSING
RESERVATIONS
Developed by:
Issued By:
CINDY O. GASTON
458442
Page 144 of 159
INSPECTION REPORT
Area/ Section
Computer Laboratory
In-Charge
Cindy O Gaston
FACILITY TYPE
HP Desktop
Computer
INCIDENT
Black Out Screen
Reported by:
Cindy O Gaston
ACTION TAKEN
PROGRESS / REMARKS
Sent to AOC service center for
repair
Cannot be repaired; replace monitor
Date: May 14, 2014
Date Developed:
Document No:
FRONT OFFICE SERVICES NCII
April 28, 2014
Revision No:
RECEIVING AND PROCESSING
RESERVATIONS
Developed by:
Issued By:
CINDY O. GASTON
Page 145 of 159
V. UTILIZE
ELECTRONIC MEDIA
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 146
of 159
Sample Cd for Demonstration
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 147
of 159
VI. CONDUCT
COMPETENCY
ASSESSMENT
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 148
of 159
Technical Education and Skills Development Authority
WESLEYAN UNIVERSITY-PHILIPPINES
Mabini Extension, Cabantuan City
___________________________________________________
DATE
NAME
SIGNATURE
ASSESSOR
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
ACAC MANAGER
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 149
of 159
SELF ASSESSMENT GUIDE
National Certificate
Qualification:
Unit of Competency
Covered:
FRONT OFFICE SERVICES NC II
PERFORM
RESERVATION
FRONT
OFFICE
Instructions:


your
Read each of the questions in the left-hand column of the chart.
Place a tick in the appropriate box opposite each question to indicate
answer.
YES
NO




Offer alternatives, including waitlist options if
requested booking is not available


Accurately answer inquiries regarding rates and
other product features


Accurately record complete customer details in
system


Check and use guest profile or history if available
in making the reservation


Record special request
established requirements




File reservations according to property standards


Prepare and issue documents and other materials
to the customer in accordance with the
requirements of the specific reservation


Can I…
Acknowledge customer making a reservation using
property standards?
Determine the availability of room requested?
in
accordance
Explain and confirm reservation
customer bookings to the customer
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
with
details
of
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 150
of 159
Accurately record or update payments and
deposits of the reservations in accordance with
property standards


Receive, process, and record amendments or
cancellations of reservations in accordance with
customer request and property standards


Communicate general and specific customer
requirements
and
reservation
details
to
appropriate departments and colleagues
1. 

2. 

Follow up on customer request and address
specific requirements in his reservation details
prior to guest arrival?
Candidate’s Name:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date:
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 151
of 159
SELF ASSESSMENT GUIDE
National Certificate
Qualification:
FRONT OFFICE SERVICE NC II
PROVIDE NIGHT AUDIT
Certificate of Competency 2
Instruction:
 Read each of the question in the left hand- column of the chart
 Place check in the appropriate box opposite each question to indicate your answer
Can I…
YES
NO

Double check transactions to ensure that they have
posted in the property’s computerized system.

Identify financial system discrepancy is identified
and reconciled according to property standards.

Verify and reconcile room rates and room status to
guest

Control financial system

Complete records and report

Forward report to different department
I agree to undertake assessment in the knowledge that information gathered will only be
used for professional development purposes and can only be accessed by concerned
assessment personnel and my manager/ supervisor
Candidate’s Signature :
Date:
SELF ASSESSMENT GUIDE
National Certificate
Qualification:
FRONT OFFICE SERVICE NC II
Certificate of competency 3
PROVIDE
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
CLUB
RECEPTION
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 152
of 159
SERVICES
Instruction:
 Read each of the question in the left hand- column of the chart
 Place check in the appropriate box opposite each question to indicate your answer
Can I…
YES

Advice and inform club services and facilities provided to
customer and club members as required according to
established standard.

Explain Club membership and club rules are to the public
and members following the standard procedures

Explain and fill membership application form

Record and check membership

Check membership badges/ cards
accordance w/ establishment standard
upon
entry
NO
in
 Assist guest to sign in accordance with government and
enterprise requirements

Check dress and age regulation of members and guest

Dispute over entry to club are referred to security,
supervisor or other relevant person according to enterprise
policy
I agree to undertake assessment in the knowledge that information gathered will only be used for
professional development purposes and can only be accessed by concerned assessment personnel and
my manager/ supervisor
Candidate’s Signature :
Date:
SELF ASSESSMENT GUIDE
National Certificate
Qualification:
FRONT OFFICE SERVICE NC II
Certificate of Competency 4
PROVIDE
SERVICE
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
CONCIERGE AND BELL
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 153
of 159
Instruction:
 Read each of the question in the left hand- column of the chart
 Place check in the appropriate box opposite each question to indicate your answer
Can I…
YES

Review and plan expected daily arrival and departure request
for major guest movement in accordance with establishment
standard

Welcome promptly on arrival and direct to the appropriate
area for registration

Assist Guests with luggage in accordance with establish
procedures and safety requirements

Escort guests to room and where appropriate courteously
showed/explained the establishment/room features in
accordance with established procedures

Transport and deliver guest luggage

Mark and store luggage accurately for easy retrieval in storage
system

Provide concierge in accordance with establishment security
and safety requirements

Liaise colleagues and other department to ensure effective
response to concierge service response
NO
I agree to undertake assessment in the knowledge that information gathered will only be used for professional
development purposes and can only be accessed by concerned assessment personnel and my manager/
supervisor
Candidate’s Signature :
Date:
SELF ASSESSMENT GUIDE
National Certificate
Qualification:
Certificate of Competency 5
FRONT OFFICE SERVICE NC II
PROVIDE CASHIERING
Instruction:

Read each of the question in the left hand- column of the chart
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 154
of 159
 Place check in the appropriate box opposite each question to indicate your answer
Can I…
YES
NO
 Check with other departments of any unposted or late charges. All un-posted or late
charges are posted in the property’s
computerized system.
 Print and present guest folio for review and
approval of guest
 Accept and count cash in front of the
customer
 Process credit cards or debit cards
according to enterprise standards.
 Process foreign currency payment according
to property standards.
 Process Traveler’s check according to
property standards.
 Processed Other billing settlement is using property
standards
 Receive and process cash, cash equivalent or noncash transaction according to property standard
 Present and issue receipt to guest
 Record transaction to guest account in computerized
reservation system. Process check out based on
property standard
 Balance cash float accordance with property standard

Segregate accurately cash, non-cash equivalent
accurately
 Balance and tally computerized system and sum of cash
and non-cash transactions
 Record and processed according to property standard
 Close cashier account and store and file documents
I agree to undertake assessment in the knowledge that information gathered will only be used
for professional development purposes and can only be accessed by concerned assessment
personnel and my manager/ supervisor
Candidate’s Signature :
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date:
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 155
of 159
COMPETENCY ASSESSMENT AGREEMENT
Candidate’s Name:
Jackielyn Fornilos
Assessor’s Name:
Cindy O. Gaston
Qualification:
Front Office Services NC II
Units of Competency to be Assessed:
Basic Units:
1.
2.
3.
4.
Participate in workplace communication
Work in a team environment
Practice career professionalism
Practice occupational health and safety
procedures
Common Units:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 156
of 159
1.
2.
3.
4.
5.
Develop and update industry knowledge
Observe workplace hygiene procedures
Perform computer operations
Perform workplace and safety practices
Provide effective customer service
Core Units:
1. Receive and Process Reservations
2. Operate a Computerized Reservation
System
3. Provide Accommodation Reservation
Services
4. Conduct Night Audit
5. Provide Club Reception Services
6. Provide Concierge and Bell Services
7. Provide Cashiering Services
YES




NO
Have the context and purpose of assessment been
explained?
Have the qualification and units of competency been
explained?
Do you understand the assessment procedure and the
evidence to be collected?
Have your rights and appeal system been explained?

Have you discussed any special needs to be
considered during assessment?
I agree to undertake assessment in the knowledge that information gathered will only be used for
professional development purposes and can only accessed by concerned assessment personnel and my
manager/supervisor.
Candidate’s Signature:
Date:
Assessor’s Signature:
Date:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 157
of 159
COMPETENCY ASSESSMENT RESULT SUMMARY
Candidate’s Name:
Jackielyn Fornilos
Assessor’s Name:
Cindy O. Gaston
Qualification Applied for:
Front Office Services NC II
Unit of Competency:
Receive and Process Reservation
Date of Assessment:
June 10, 2014
Assessment Centre:
Wesleyan University- Philippines
The performance of the Candidate in the following assessment methods.
(Pls. tick (√) appropriate box)
Satisfactor
y
Not
Satisfacto
ry
1. Receive and Process Reservations
2. Operate a Computerized Reservation System
3. Provide Accommodation Reservation Services
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 158
of 159
5. Provide Club Reception Services
6. Provide Concierge and Bell Services
7. Provide Cashiering Services
Did the candidate
evidence/standard?
overall
performance
meets
the
required
Recommendations:



For re-assessment. ______________________________________________
For submission of documents. _____________________________________
For issuance of Certificate.
Pls. specify (Qualification and NC Level) ____________________________
General Comments (Strengths/Improvement needed):
Candidate’s Signature
Date:
Assessor’s Signature
Date:
FRONT OFFICE SERVICES NCII
RECEIVING AND PROCESSING
RESERVATIONS
Date Developed:April 28,
2014
Document No:
Developed by:
Issued By:
CINDY O. GASTON
Revision No:
Page 159
of 159