Subject: Front Office Services
Grade Level: Grade 11
Objective: Offer alternatives, including waitlist options, if requested booking is
not available.
Learning across the curriculum:
1. English Language - Students can practice communicating alternative options and waitlist
options through role plays or dialogues.
2. Mathematics - Students can analyze data related to booking availability and waitlist
options, such as calculating the percentage of bookings filled and the average waitlist length.
3. Computer Applications - Students can use spreadsheet software to create a system for
managing waitlist options and tracking availability.
Engage:
1. Show a video clip or real-life scenario where a customer encounters a fully booked hotel
and needs to be offered alternatives or waitlist options.
2. Conduct a class discussion on the importance of providing alternatives and waitlist options
in the front office services industry.
3. Ask students to share personal experiences where they had to offer alternatives or waitlist
options in a customer service setting.
Explore:
Activity 1:
Materials: Role play scenarios, props (e.g., hotel reception desk, customer costumes)
Instructions: Divide the class into pairs. Each pair will act out a role play scenario
where one student plays the customer and the other plays the front office staff. The
customer should request a booking that is not available, and the front office staff should
offer alternatives or waitlist options.
Rubric:
- Ability to effectively communicate alternative options or waitlist options (10 points)
- Creativity in role play (5 points)
Assessment questions:
1. What alternative options were offered in the role play scenario?
2. How did the front office staff handle the customer's request for a waitlist option?
Activity 2:
Materials: Data on hotel bookings and waitlist records, graph paper, markers
Instructions: Provide students with data on hotel bookings and waitlist records. Ask
them to analyze the data and create a graph showing the percentage of bookings filled
and the average waitlist length over a certain period of time. Students should discuss the
implications of the data and how it relates to offering alternatives and waitlist options.
Rubric:
- Accuracy of data analysis and graph creation (10 points)
- Ability to explain the implications of the data (5 points)
Assessment questions:
1. What does the data show about booking availability and waitlist options?
2. How can this data be used to improve the front office services in a hotel?
Activity 3:
Materials: Spreadsheet software (e.g., Microsoft Excel), sample hotel booking and
waitlist data
Instructions: In pairs or individually, students will use spreadsheet software to create a
system for managing waitlist options and tracking availability. They should input
sample hotel booking and waitlist data and use formulas and functions to calculate the
percentage of bookings filled, average waitlist length, and other relevant metrics.
Rubric:
- Accuracy and functionality of the spreadsheet system (10 points)
- Ability to explain the purpose and use of the system (5 points)
Assessment questions:
1. What formulas or functions did you use in the spreadsheet system?
2. How can this system help front office staff in managing booking availability and waitlist
options?
Explain:
1. Teacher-led lecture on the concept of offering alternatives and waitlist options in front
office services, including the importance, benefits, and best practices.
2. Small group discussions where students analyze case studies or real-life examples related
to offering alternatives and waitlist options, and present their findings to the class.
Elaborate:
1. Group project where students create a brochure or presentation showcasing different
alternatives and waitlist options for a specific hotel or accommodation establishment.
2. Guest speaker session where a front office staff member from a hotel or resort shares their
experiences and strategies in offering alternatives and waitlist options.
Evaluate:
1. Role play observation checklist to assess students' ability to effectively communicate
alternative options or waitlist options.
2. Written reflection or discussion on the advantages and disadvantages of offering waitlist
options in front office services.
Assignment:
Create a customer service script where a front office staff member offers alternative options
and waitlist options to a customer who wants to book a fully booked hotel. Include at least
three alternative options and explain the waitlist process.