TESDA-OP-CO-01-F11
(Rev.No.00-03/08/17)
COMPETENCY-BASED CURRICULUM
A. Course Design
Course Title
: Front Office Services
Nominal Duration
: 461 Hours + 100 Hours SIL
Qualification Level
: National Certificate II
Course Description
: This course covers the knowledge, skills and attitudes in Front
Office Services NC II in accordance with Enterprise standards. It
covers basic, common and specialized (core) competencies such
as receive and process reservations, operate computerized
reservation system, provide accommodation reception services,
conduct night audit, provide club reception services, and provide
porter services.
Trainee Entry Requirement
Trainees or students should possess the following requirements:

Can communicate in English both oral and written form; and

Can perform basic mathematical computation
GenesisColleges,Inc./FOSNCII
B. COURSE STRUCTURE:
Unit of Competency
Basic Competencies
No. of Hours (37 Hours + 10 Hours SIL)
Module Title
Learning Outcomes
1. Participate in
workplace
communication
1. 1 Participating in
workplace
communication
1.1.1 Obtain and convey
workplace information
1.1.2 Perform duties following
workplace instructions
1.1.3 Complete relevant workrelated documents
2. Work in team
environment
2.1 Working in team
environment
2.1.1 Describe team role and
scope
2.1.2 Identify one’s role and
responsibility within a
team
2.1.3 Work as a team member
3.1.1 Identify routine problems
3.1.2 Look for solutions to
routine problem
3.1.3 Recommend solutions to
problems
3. Solve/ Address
general
workplace
problems
3.1 Solving/ Addressing
general workplace
problems
4. Develop career
and life decisions
4. 1 Developing career
and life decisions
5. Contribute to
workplace
innovation
5. 1 Contributing to
workplace innovation
6. Present relevant
information
6.1 Presenting relevant
information
7. Practice
occupational
safety and health
policies and
procedures
7.1 Practicing
occupational safety
and health policies
and procedures
8. Exercise efficient
and effective
sustainable
8. 1 Exercising efficient
and effective
sustainable
GenesisColleges,Inc./FOSNCII
4.1.1 Manage one’s emotion
4.1.2 Develop reflective
practice
4.1.3 Boost self-confidence and
develop self-regulation
5.1. 1 Identify opportunities to
do things better
5.1.2 Discuss and develop ideas
with others
5.1.3 Integrate ideas for change
in the workplace
6.1.1 Gather data/ information
6.1.2 Assess gathered data/
information
6.1.3 Record and present
information
7.1. 1 Identify OSH compliance
requirements
7.1.2 Prepare OSH requirements
for compliance
7.1.3 Perform tasks in
accordance with relevant
OSH policies and
procedures
8.1.1 Identify the efficiency and
effectiveness of resource
utilization
Nominal
Duration
(6 hours)
Align with
Common
Competency
,Unit of
Competency
#5
3 hours
(6 hours)
Align with
Common
Competency
,Unit of
Competency
#5
4 hours
(6 hours)
Align with
Common
Competency
,Unit of
Competency
#1
8 hours
4 hours
(6 hours)
Align with
practices in the
workplace
9. Practice
entrepreneurial
skills in the
workplace
practices in the
workplace
9. 1 Practicing
entrepreneurial
skills in the
workplace
8.1.2 Determine causes of
inefficiency and/or
ineffectiveness of
resource utilization
8.1.3 Convey inefficient and
ineffective environmental
practices
9.1. 1 Apply entrepreneurial
workplace best practices
9.1.2 Communicate
entrepreneurial
workplace best practices
9.1.3 Implement cost-effective
operations
Common
Competency
,Unit of
Competency
#1
4 hours
Common Competencies
No. of Hours (24 Hours + 10 Hours SIL)
Unit of Competency
1. Develop and
update industry
knowledge
2. Observe
workplace hygiene
procedures
3. Perform computer
operations
4. Perform workplace
and safety
practices
Module Title
1.1 Developing and
updating industry
knowledge
Learning Outcomes
1.1.1 Seek information on the
industry
1.1.2 Update continuously
relevant industry knowledge
1.1.3 Develop and update
local knowledge
1.1.4 Promote products and
services to customers
2.1 Observing workplace 2.1.1 Follow hygiene
hygiene procedures
procedures
2.1.2 Identify and prevent
hygiene risks
3.1 Performing computer 3.1.1 Plan and prepare tasks to
operations
be undertaken
3.1.2 Input data into computer
3.1.3 Assess information using
computer
3.1.4 Produce/ output data
using computer system
3.1.5 Maintain computer
system
4.1 Performing
4.1.1 Practice workplace
workplace and safety
procedures for health, safety
practices
and security practices
4.1.2 Perform child protection
duties relevant to the tourism
industry
4.1.3 Observe and monitor
people
4.1.4 Deal with emergency
situations
4.1.5 Maintain safe personal
presentation standards
4.1.6 Maintain a safe and
GenesisColleges,Inc./FOSNCII
Nominal
Duration
4 hours + 2
hrs. SIL
4 hours + 2
hrs. SIL
8 hours + 2
hrs. SIL
4 hours + 2
hrs. SIL
secure workplace
5. Provide effective
customer service
5.1 Providing effective
customer service
5.1.1 Greet customers
5.1.2 Identify customer needs
5.1.3 Deliver service to
costumer
5.1.4 Handle queries through
use of common business tools
and technology
5.1.5 Handle complaints/
conflict situations, evaluation
and recommendations
4 hours + 2
hrs. SIL
Core Competencies
No. of Hours (400 Hours + 80 Hours SIL)
Unit of Competency
1. Receive and
process reservation
Module Title
1.1. Receiving and
processing
reservation
2. Operate a
computerized
reservations system
2.1. Operating a
computerized
reservations system
3. Provide
accommodation
reception services
3.1. Providing
accommodation
reception services
4. Conduct Night
Audit
4.1. Conducting Night
Audit
5. Provide club
reception services
5.1 Providing club
reception services
GenesisColleges,Inc./FOSNCII
Learning Outcomes
1.1.1. Receive reservation
request
1.1.2. Request details of
reservation
1.1.3. Update reservations
1.1.4. Advise others on
reservation details
2.1.1. Computerize reservation
system is operated based on
property standards
2.1.2. Create and process
reservations
2.1.3. Send and receive
reservation communications
3.1.1. Prepare reception area for
guest arrival
3.1.2. Welcome and register
guests
3.1.3.Computerize reservation
system is operated
3.1.4. Perform “During Stay”
function
3.1.5. Organize guest departure
3.1.6. Prepare front office
records and reports
4.1.1. Process internal financial
transactions
4.1.2. Complete routine records
and reports
5.1.1 Provide information on club
services and processes
membership
5.1.2 Monitor entry to club
Nominal
Duration
80 hours +
12.5 hrs.
SIL
80 hours +
12.5 hrs.
SIL
50 hours +
12 hrs. SIL
80 hours +
12.5 hrs.
SIL
40 hours +
10.5 hrs.
SIL
6. Provide Concierge
and bell service
7. Provide cashiering
services
6.1 Providing
Concierge and bell
service
8.1 Providing
cashiering services
6.1.1 Handle guest arrivals and
departures
6.1.2 Handle guest luggage
6.1.3 Respond to request for
concierge services
6.1.4 Manage intoxicated
persons
7.1.1 Prepare guest folio
7.1.2 Collect cash, cash
equivalents or non-cash
transactions
7.1.3 Process receipts and
payments
7.1.4 Reconcile financial
transactions at the end of the shift
30 hours +
10 hrs. SIL
40 hours +
10 hrs. SIL
Assessment Method
 Demonstration
 Observation
 Interviews/ questioning
 Demonstration & questioning
 Observation & questioning
 Assessment of output product
 Portfolio
 Practical demonstration
 Written /oral examinations
 Direct observation
 Project method
 Portfolios
 Case studies
 Discussion
Course Delivery



Modular/self-paced learning is a competency-based training modality wherein the
trainee is allowed to progress at his own pace. The trainer just facilitates the training
delivery
Peer teaching/mentoring is a training modality wherein fast learners are given the
opportunity to assist the slow learners
Blended Learning
 Face to Face Learning – the learning delivery mode is a traditionally
adopted where the knowledge contents and skills components are both
delivered at the classroom and workshop areas.
 Online Learning – a learning delivery mode takes the place outside the
classroom using primarily or entirely the internet-connected computer or
mobile device
GenesisColleges,Inc./FOSNCII
Resources
(List of recommended tools, equipment and materials for the training of 25 trainees for Front
Office Services NC II)
QTY
1 piece
2 pieces
EQUIPMENT
QTY
Computer (with
reservation
2 units
system), internet
and printer
Fake
bills
detector
Card reader
Key card marker
Key card verifier
Key rack
Cash
box
drawer
Guest folio rack
1 piece
Telephone
5 pieces
1 piece
1 piece
Calculator
Safety
deposit
box/drop vault
Lapel
microphone
5 pieces
25 pieces
Registration Form
Cancellation
booking form
No-show forms
General Folio
5 pieces
Notice Slip
1 piece
1 piece
1 piece
1 piece
1 piece
1 piece
1 piece
TOOLS
QTY
1 piece
MATERIALS
Log book
2 pieces
Room key
2 pieces
5 pieces
5 pieces
Key card
Empty envelopes
Luggage tag
Bell boys cart
TRAINING MATERIALS
25 pieces
Facilities
Space Requirement
Size in Meters
Area in Sq. Meters
Total Area in Sq.
Meters
Lecture
8x7m
56 sq. m.
56 sq. m.
Learning
Resource
Center
Facilities/Equipment/
Circulation area
3x5m
15 sq. m.
15 sq. m.
Total :
21 sq. m.
92 sq. m.
Qualification of Instructors/ Trainers
 Must be a holder of National TVET Trainer’s Certificate (NTTC) Level 1 in Front Office
Services NC II
 Must have at least two years industry experience or any FO related works
 Must be a computer literate
GenesisColleges,Inc./FOSNCII
B. Modules of Instruction
BASIC COMPETENCIES
: 37 Hours + 10 Hours SIL
Unit of Competency
: PARTICIPATE IN WORKPLACE COMMUNICATION
Module Title
: PARTICIPATING IN WORKPLACE COMMUNICATION
Module Descriptor
: This module covers the knowledge, skills and attitudes
required to gather, interpret and convey information in
response to workplace requirements.
Nominal Duration
: (6 Hrs.) Align with Common Competency, Unit of
Competency #5
Qualification Level
: NC II
Summary of Learning Outcomes
Upon completion of this module, the trainees must be able to:
LO1. Obtain and convey workplace information
LO2. Perform duties following workplace instructions
LO3. Complete relevant work-related documents
LO1. Obtain and convey workplace information
1.
2.
3.
4.
Assessment
Criteria
Specific and
relevant
information is
accessed from
appropriate
sources
Effective
questioning,
active listening
and speaking
skills are used to
gather and
convey
information
Appropriate
medium is used
to transfer
information and
ideas
Appropriate nonverbal
Contents
1. Effective verbal
and nonverbal
communication
2. Different
modes of
communication
3. Medium of
communication in
the workplace
4. Lines of
communication
5. Workplace
etiquette
GenesisColleges,Inc./FOSNCII
Conditions





Methodologies
Assessment
Methods
Online
learning
Online
Writing
through internet- Assessment
materials
connected
through internetReferences
computer:
connected
(books)
computer:
 Group
Computer
 Written
Discussion
with internet  Demonstration
examination
connection
 Oral evaluation
Face-to face
Telephone
Face-to face
learning
Notebook
assessment
 Group
 Demonstration
Discussion

Written
 Competencyexamination
based learning
 Oral evaluation
materials
 Observation
method
 Lecture
 Demonstration
 Role Play
communication is
used
5. Appropriate
lines of
communication
with supervisors
and colleagues
are identified
and followed
6. Defined
workplace
procedures for
the location and
storage of
information are
used
7. Personal
interaction is
carried out
clearly and
concisely
LO2. Perform duties following workplace instructions
1.
2.
3.
4.
5.
Assessment
Criteria
Written notices
and instructions
are read and
interpreted in
accordance with
organizational
guidelines
Routine written
instruction are
followed based on
established
procedures
Feedback is given
to workplace
supervisor based
instructions/
information
received
Workplace
interactions are
conducted in a
courteous manner
Where necessary,
clarifications
about routine
workplace
procedures and
matters
concerning
Contents
1. Effective verbal
and nonverbal
communication
2. Different
modes of
communication
3. Medium of
communication in
the workplace
4. Lines of
communication
5. Workplace
etiquette
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Online learning
through internetconnected
 References
computer:
(books)
 Group
 Computer
Discussion
with internet  Demonstration
connection
 Writing
materials
 Telephone
 Notebook
Face-to face
learning
 Group
Discussion
 Competencybased learning
materials
method
 Lecture
 Demonstration
 Role Play
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Interview /
Questioning
 Demonstration
 Written test
Face-to face
assessment
 Third-party
report
 Interview
 Demonstratio
n with oral
questioning
 Written test
conditions of
employment are
sought and asked
from appropriate
sources
6. Meetings
outcomes are
interpreted and
implemented
LO 3. Complete relevant work-related documents.
1.
2.
3.
4.
Assessment
Criteria
Range of forms
relating to
conditions of
employment are
completed
accurately and
legibly
Workplace data is
recorded on
standard
workplace forms
and documents
Errors in
recording
information on
forms/ documents
are identified and
acted upon
Reporting
requirements to
supervisor are
completed
according to
organizational
guidelines
Contents
1. Effective verbal
and nonverbal
communication
2. Different modes
of communication
3. Medium of
communication in
the workplace
4. Lines of
communication
5. Workplace
etiquette
GenesisColleges,Inc./FOSNCII
Conditions
 Writing
materials
 References
(books)
 Computer
with
internet
connection
 Telephone
 Notebook
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
Discussion
 Demonstration  Demonstration
 Observation
 Interview /
Face-to face
Questioning
learning
 CompetencyFace-to face
based learning
assessment
materials
 Written test
method
 Practical
 Discussion /
performance
Lecture
test
 Demonstration

Interview
 Role play
Unit of Competency
:
WORK IN TEAM ENVIRONMENT
Module Title
:
WORKING IN TEAM ENVIRONMENT
Module Descriptor
:
This module covers the skills, knowledge and attitudes to
identify one’s roles and responsibilities as a member of a team.
Nominal Duration
:
3 hours
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO1.
LO2.
LO3.
Describe a team role and scope
Identify one’s role and responsibility within a team
Work as a team member
Details of Learning Outcomes:
LO1. Describe a team role and scope
Assessment
Contents
Criteria
1. The role and
1. Group
objective of the
structure
team is
2. Group
identified from
development
available
3. Sources of
sources of
information
information
2. Team
parameters,
reporting
relationships
and
responsibilities
are identified
from team
discussions and
appropriate
external
sources
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The trainees must
be provided with
the following:
Online learning
through
internetconnected
computer:
 Discussion
 Demonstratio
n





SOP of
workplace
Job
procedures
Client/
Face-to face
supplier
learning
instructions

CompetencyQuality
based
standards
learning
Organizational
materials
or external
method
personnel
 Discussion /
Lecture
 Demonstratio
n
 Role play
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
 Written test
 Socio-drama
 Sensitivity
techniques
 Case studies
 Role playing
LO2 Identify one’s role and responsibility within a team
Assessment
Criteria
1. Individual
roles and
responsibilities
within the team
environment
are identified
2. Roles and
objectives of
the team is
identified from
available
sources of
information
3. Team
parameters,
reporting
relationships
and
responsibilities
are identified
based on team
discussions
and
appropriate
external
sources
Contents
1. Team roles
and
objectives
2. Team
structure and
parameters
3. Team
development
4. Sources of
information
Conditions
Methodologies
The trainees must
be provided with
the following:
Online learning
through
internetconnected
computer:
 Discussion
 Role play





SOP of
workplace
Job
procedures
Face-to face
Client/
learning
supplier
instructions
 Competencybased
Quality
learning
standards
materials
Organizational
method
or external

Discussion /
personnel
Lecture
 Demonstratio
n
 Role play
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Sensitivity
techniques
 Case studies
 Socio-metric
methods
Face-to face
assessment
 Case studies
 Role playing
 Written test
 Socio-drama
 Sensitivity
techniques
LO3: Work as a team member
Assessment
Criteria
1. Effective and
appropriate
forms of
communications
used and
interactions
undertaken with
team members
based on
company
practices
2. Effective and
appropriate
contributions
made to
complement
team activities
Contents
1. Communication
process
2. Workplace
communication
protocol
3. Team planning
and decision
making
4. Team thinking
5. Team roles
6. Process of team
development
7. Workplace
context
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Online learning
through
internetconnected
computer:
 SOP of
 Discussion
workplace
 Role play
Face-to face
 Job
learning
procedures
 Organization  Competencyal or external
based
personnel
learning
Face-to face
materials
assessment
method
 Discussion /
 Written test
Lecture
 Socio-drama
 Role play
 Sensitivity
The trainees
must be
provided with
the following:
and objectives,
based on
workplace
context
3. Protocols in
reporting are
observed based
on standard
company
practices
4. Contribute to
the
development of
team work plans
based on an
understanding
of team’s role
and objectives
techniques
 Role playing
 Case studies
and scenarios
Unit of Competency
:
SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS
Module Title
:
SOLVING/ADDRESSING GENERAL WORKPLACE PROBLEMS
Module Descriptor
:
This module covers the knowledge, skills and attitudes
required to apply problem-solving techniques to determine
the origin of problems and plan for their resolution. It also
includes addressing procedural problems through
documentation, and referral.
Nominal Duration
:
(6 Hrs.) Align with Common Competency, Unit of
Competency #5
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Identify routine problems
LO 2. Look for solutions to routine problems
LO 3. Recommend solutions to problems
GenesisColleges,Inc./FOSNCII
Details of Learning Outcomes:
LO 1. Identify routine problems
Assessment
Criteria
1. Routine
problems or
procedural
problems areas
are identified
2. Problems to be
investigated are
defined and
determined
3. Current
conditions of the
problem are
identified and
documented
Contents
Conditions
1. Current
industry
hardware and
software
products and
services
2. Industry
maintenance
and, service
and helpdesk
practices,
processors and
procedures
3. Industry
standard
diagnostic tools
4. Malfunctions
and resolutions
 Pencils/
ball pen
 Paper
 References
(books)
 Manuals
 Computer
with
internet
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
discussion
 Case
 Lecture
Formulation
 Demonstration
 Life Narrative
 Role Playing
Inquiry
(Interview)
Face-to face
learning
 Standardized
test
 Group
discussion
Face-to face
 Lecture
 Demonstration assessment
 Case
 Role Playing
formulation
 Life narrative
inquiry
 Standardized
Test
LO 2. Look for solutions to routine problems
Assessment
Criteria
1. Potential
solutions to
problem are
identified
2. Recommendatio
ns about possible
solutions are
developed,
documented,
ranked and
presented to
appropriate
person for
decision
Contents
1. Current
industry
hardware and
software
products and
services
2. Industry
service and
helpdesk
practices,
processors and
procedures
3. Operating
system
4. Industry
standard
diagnostic tools
5. Malfunctions
and resolution
GenesisColleges,Inc./FOSNCII
Conditions
The trainees
must be
provided with
the following:

Pencils/
ball pen
 Paper
 References
(books)
 Manuals
 Computer
with
internet
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
discussion
 Case
 Lecture
Formulation
 Demonstration

Life Narrative
 Role Playing
Inquiry
(Interview)
Face-to face
learning
 Standardized
test
 Group
discussion
Face-to face
 Lecture
 Demonstration assessment
 Case
 Role Playing
formulation
6. Root causes
analysis
 Life narrative
inquiry
 Standardized
Test
LO 3. Recommend solutions to problems
Assessment
Criteria
1. Implementation
of solutions are
planned
2. Evaluation of
implemented
solutions are
planned
3. Recommended
solutions are
documented and
submit to
appropriate
person for
confirmation
Contents
1. Standard
procedures
2. Documentation
procedures
Conditions
The trainees
must be
provided with
the following:

Pencils/
ball pen
 Paper
 References
(books)
 Manuals
 Computer
with
internet
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
discussion
 Case
 Lecture
Formulation
 Demonstration
 Life Narrative
 Role Playing
Inquiry
(Interview)
Face-to face
learning
 Standardized
test
 Group
discussion
Face-to face
 Lecture
 Demonstration assessment
 Case
 Role Playing
formulation
 Life narrative
inquiry
 Standardized
Test
Unit of Competency
:
DEVELOP CAREER AND LIFE DECISIONS
Module Title
:
DEVELOPING CAREER AND LIFE DECISIONS
Module Descriptor
:
This module covers the knowledge, skills and attitudes in
managing one’s emotions, developing reflective practice,
and boosting self-confidence and developing selfregulation
Nominal Duration
:
4 hours
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Manage one’s emotion
LO 2. Develop reflective practice
LO 3. Boost self-confidence and develop self-regulation
GenesisColleges,Inc./FOSNCII
Details of Learning Outcomes:
LO 1. Manage one’s emotion
Assessment
Criteria
1. Selfmanagement
strategies are
identified
2. Skills to work
independently
and to show
initiative, to be
conscientious,
and persevering
in the face of
setbacks and
frustrations are
developed
3. Techniques for
effectively
handling
negative
emotions and
unpleasant
situation in the
workplace are
examined
Contents
1. Selfmanagement
strategies
2. Enablers and
barriers in
achieving
personal and
career goals
3. Techniques in
handling
negative
emotions and
unpleasant
situation
Conditions

Access to
workplace
and
resources
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Discussion
computer:
 Interactive
 Demonstration
Lecture
or simulation
 Brainstorming
with oral
 Demonstration
questioning
Face-to face
 Case Problems
learning
involving
 Discussion
workplace
 Interactive
diversity
Lecture
issues
 Brainstorming
 Demonstration
Face-to face
 Role playing
assessment
 Demonstration
or simulation
with oral
questioning
 Case Problems
involving
workplace
diversity
issues
LO 2. Develop reflective practice
Assessment
Criteria
1. Personal
strengths and
achievements,
based on selfassessment
strategies and
teacher feedback
are
contemplated
2. Progress when
seeking and
responding to
feedback from
teachers to assist
them in
Contents
1. Basic SWOT
analysis
2. Strategies to
improve one’s
attitude in the
workplace
3. Gibbs’
Reflective
Cycle/ Model
GenesisColleges,Inc./FOSNCII
Conditions

Access to
workplace
and
resources
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Small Group
computer:
Discussion
 Demonstration
 Interactive
or simulation
Lecture
with oral
 Brainstorming
questioning
 Demonstration
 Case Problems
Face-to face
involving
learning
workplace
 Small Group
diversity
Discussion
issues
consolidating
strengths,
addressing
weaknesses and
fulfilling their
potential are
monitored
3. Outcomes of
personal and
academic
challenges by
reflecting on
previous
problem solving
and decisionmaking
strategies and
feedback from
peers and
teachers are
predicted
LO 3. Boost self-confidence and develop self-regulation
Assessment
Criteria
1. Efforts for
continuous selfimprovement are
demonstrated
2. Counterproductive
tendencies at
work are
eliminated
3. Positive outlook
in life are
maintained
Contents
1. Four
components of
self-regulation
based on SelfRegulation
Theory (SRT)
2. Personality
development
concepts
3. Self-help
concepts
GenesisColleges,Inc./FOSNCII
Conditions

Access to
workplace
and
resources

Interactive
Lecture
 Brainstorming
 Demonstration
 Role playing
Methodologies
Face-to face
assessment
 Demonstration
or simulation
with oral
questioning
 Case Problems
involving
workplace
diversity
issues
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Small Group
computer:
Discussion
 Demonstration
 Interactive
or simulation
Lecture
with oral
 Brainstorming
questioning
 Demonstration
 Case Problems
Face-to face
involving
learning
workplace
 Small Group
diversity
Discussion
issues
 Interactive
Lecture
 Brainstorming Face-to face
 Demonstration assessment
 Demonstration
 Role playing
or simulation
with oral
questioning
 Case Problems
involving
workplace
diversity
issues
Unit of Competency
:
CONTRIBUTE TO WORKPLACE INNOVATION
Module Title
:
CONTRIBUTING TO WORKPLACE INNOVATION
Module Descriptor
:
This module covers the knowledge, skills and attitudes
required to make a pro-active and positive contribution to
workplace innovation
Nominal Duration
:
(6 Hrs.) Align Common Competency,Unit of Competency #1
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Identify opportunities to do things better
LO 2. Discuss and develop ideas with others
LO 3. Integrate ideas for change in the workplace
Details of Learning Outcomes:
LO 1. Identify opportunities to do things better
Assessment
Criteria
1. Opportunities
for improvement
are identified
proactively in
own area at work
2. Information are
gathered and
reviewed which
may be relevant
to ideas and
which might assist
in gaining support
for idea
Contents
Conditions
1. Types of
changes and
responsibility
2. Roles of
individuals in
suggesting and
making
improvements
3. Positive
impacts and
challenges in
innovation
4. Seven habits of
highly effective
people
 Pens, papers
and writing
implements
 Cartolina
 Manila
papers
GenesisColleges,Inc./FOSNCII
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Interactive
computer:
Lecture
 Psychological
 Appreciative
and behavioral
Inquiry
interviews
 Demonstration
 Performance
 Group Work
Evaluation
Face-to face
 Life Narrative
learning
Inquiry
 Review of
 Interactive
Portfolios of
Lecture
evidence and
 Appreciative
third-party
Inquiry
workplace
 Demonstration
reports of on Group Work
the-job
performance.
 Standardized
assessment of
character
strengths and
virtues applied
Face-to face
assessment
 Psychological
and behavioral
interviews
 Performance
Evaluation
 Life Narrative
Inquiry
 Review of
Portfolios of
evidence and
third-party
workplace
reports of onthe-job
performance.
 Standardized
assessment of
character
LO 2. Discuss and develop ideas with others
1.
2.
3.
4.
5.
Assessment
Criteria
People who
could provide
input to ideas for
improvements
are identified
Ways of
approaching
people to begin
sharing ideas are
selected
Meeting is set
with relevant
people
Ideas for follow
up are review
and selected
based on
feedback
Critical inquiry
method is used
to discuss and
develop ideas
with others
Contents
Conditions
1. Positive
impacts and
challenges in
innovation
2. Roles of
individuals in
suggesting and
making
improvements
3. Types of
changes and
responsibility
4. Seven habit of
highly effective
people
 Pens, papers
and writing
implements
 Cartolina
 Manila
papers
GenesisColleges,Inc./FOSNCII
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Interactive
computer:
Lecture
 Psychological
 Appreciative
and behavioral
Inquiry
interviews
 Demonstration

Performance
 Group Work
Evaluation
Face-to face
 Life Narrative
Inquiry
learning

Review of
 Interactive
Portfolios of
Lecture
evidence and
 Appreciative
third-party
Inquiry
workplace
 Demonstration
reports of on Group Work
the-job
performance.
 Standardized
assessment of
character
strengths and
virtues applied
Face-to face
assessment
 Psychological
and behavioral
interviews
 Performance
Evaluation
 Life Narrative
Inquiry
 Review of
Portfolios of
evidence and
third-party
workplace
reports of onthe-job
performance.
 Standardized
assessment of
character
LO 3. Integrate ideas for change in the workplace
1.
2.
3.
4.
Assessment
Criteria
Critical inquiry
method is used to
integrate different
ideas for change
of key people
Summarizing,
analyzing and
generalizing skills
are used to
extract salient
points in the pool
of ideas
Reporting skills
are likewise used
to communicate
result
Current issues
and concerns on
the systems,
processes and
procedures, as
well as the need
for simple
innovative
practices are
Contents
1. Roles of
individuals in
suggesting and
making
improvements
2. Positive
impacts and
challenges in
innovation
3. Types of
changes and
responsibility
4. Basic research
skills
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Assessment
Methods
Online
 Pens, papers Online learning
through internet- Assessment
and writing
connected
through
implements
computer:
internet Cartolina
connected
 Interactive
 Manila
computer:
Lecture
papers
 Psychological
 Appreciative
and behavioral
Inquiry
interviews
 Demonstration

Performance
 Group Work
Evaluation
Face-to face
 Life Narrative
Inquiry
learning

Review of
 Interactive
Portfolios of
Lecture
evidence and
 Appreciative
third-party
Inquiry
workplace
 Demonstration
reports of on Group Work
the-job

performance.
 Standardized
assessment of
character
strengths and
identified
virtues applied
Face-to face
assessment
 Psychological
and behavioral
interviews
 Performance
Evaluation
 Life Narrative
Inquiry
 Review of
Portfolios of
evidence and
third-party
workplace
reports of onthe-job
performance.
 Standardized
assessment of
character
Unit of Competency
:
PRESENT RELEVANT INFORMATION
Module Title
:
PRESENTING RELEVANT INFORMATION
Module Descriptor
:
This module covers the knowledge, skills and attitudes
required to present data/information appropriately
Nominal Duration
:
8 hours
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Gather data/ information
LO 2. Assess gathered data/ information
LO 3. Record and present information
GenesisColleges,Inc./FOSNCII
Details of Learning Outcomes:
LO 1. Gather data/ information
Assessment
Criteria
1. Evidence, facts
and information
are collected
2. Evaluation, terms
of reference and
conditions are
reviewed to
determine
whether data/
information falls
within project
scope
Contents
1. Organizational
protocols
2. Confidentiality
accuracy
3. Data analysis
4. Organizational
values, ethics
and codes of
conduct
Conditions
The trainees
must be
provided by
the following:
 Paper
 Pencil/ball
pen
 Calculator
 Manuals
 Recording
 videos
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
Discussion
 Written test
 Lecture
 Demonstration  Oral
Evaluation
 Practical
 Observation
Exercise
Face-to face
 Presentation
learning
Face-to face
assessment
 Group
Discussion
 Written test
 Lecture
 Oral
Evaluation
 Demonstration
 Observation
 Practical
Exercise
 Presentation
 Role play
LO 2. Assess gathered data/ information
1.
2.
3.
4.
5.
Assessment
Criteria
Validity of data/
information
assessed
Analysis
techniques are
applied to assess
data/ information
Trends and
anomalies are
identified
Data analysis
techniques and
procedures are
documented
Recommendatio
n are made on
areas of possible
improvement
Contents
1. Business
mathematics
and statistics
2. Data analysis
techniques/
procedures
3. Reporting
requirements
to a range of
audiences
4. Legislation,
policy and
procedures
5. Organizational
values
LO 3. Record and present information
GenesisColleges,Inc./FOSNCII
Conditions
The trainees
must be
provided by
the following:
 Paper
 Pencil/ball
pen
 Calculator
 Manuals
 Recording
 videos
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
Discussion
 Written test
 Lecture
 Demonstration  Oral
Evaluation
 Practical
 Observation
Exercise
Face-to face
 Presentation
learning
Face-to face
assessment
 Group
Discussion
 Written test
 Lecture
 Oral
Evaluation
 Demonstration
 Observation
 Practical
Exercise
 Presentation
 Role play
1.
2.
3.
4.
Assessment
Criteria
Studied data/
information are
recorded
Recommendatio
ns are analyzed
for action to
ensure they are
compatible with
the projects
scope and terms
of reference
Interim and final
reports are
analyzed and
outcomes are
compared to the
criteria
established at
the outset
Findings are
presented to
stakeholders
Contents
1. Data analysis
techniques/
procedures
2. Legislation,
policy and
procedures
3. Organizational
values
Conditions
The trainees
must be
provided by
the following:
 Paper
 Pencil/ball
pen
 Calculator
 Manuals
 Recording
 videos
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
Discussion
 Written test
 Lecture
 Demonstration  Oral
Evaluation
 Practical
 Observation
Exercise
Face-to face
 Presentation
learning
Face-to face
assessment
 Group
Discussion
 Written test
 Lecture
 Oral
Evaluation
 Demonstration
 Observation
 Practical
Exercise
 Presentation
 Role play
Unit of Competency
:
PRACTICE OCCUPATIONAL SAFETY AND HEALTH
POLICIES AND PROCEDURES
Module Title
:
PRACTICING OCCUPATIONAL SAFETY AND HEALTH
POLICIES AND PROCEDURES
Module Descriptor
:
This module covers the knowledge, skills and attitudes
required to identify OSH compliance requirements, prepare
OSH requirements for compliance, perform tasks in
accordance with relevant OSH policies and procedures
Nominal Duration
:
4 hours
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Identify OSH compliance requirements
LO 2. Prepare OSH requirements for compliance
LO 3. Perform tasks in accordance with relevant OSH policies and procedures
Details of Learning Outcomes:
GenesisColleges,Inc./FOSNCII
LO 1. Identify OSH compliance requirements
Assessment
Criteria
1. Relevant OSH
requirements,
regulations,
policies and
procedures are
identified in
accordance with
workplace
policies and
procedures
2. OSH activity
nonconformities are
conveyed to
appropriate
personnel
3. OSH preventive
and control
requirements
are identified in
accordance with
OSH work
policies and
procedures
Contents
1.
2.
3.
4.
5.
6.
7.
OSH
preventive and
control
requirements
Hierarc
hy of controls
Hazard
prevention and
control
General
OSH principles
Work
standards and
procedures
Safe
handling
procedures of
tools,
equipment and
materials
Standar
d emergency
plan and
procedures in
the workplace
Conditions
Methodologies
Online learning
The trainees
through
must be
internetprovided with
connected
the following
computer:
 Workplace/
location
 Group
assessment
Discussion
 PPE
 Lecture
 Learning
Face-to face
Guides
learning
 Handouts
 Organizational  Group
Discussion
safety and
transparencies  Lecture
 Different OSH
control
measures
 Work
standards and
procedures
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written Exam
 Demonstration
 Observation
 Interview /
Questioning
Face-to face
assessment
 Written Exam
 Demonstration
 Observation
 Interview /
Questioning
LO 2. Prepare OSH requirements for compliance
Assessment
Criteria
1. OSH work
activity material,
tools and
equipment
requirements are
identified in
accordance with
workplace
policies and
procedures
2. Require OSH
materials, tools
and equipment
are acquired in
accordance with
workplace
policies and
procedures
3. Required OSH
Contents
1.
2.
3.
4.
5.
6.
Communicatio
n skills
Estimation
skills
Interpersonal
skills
Critical
thinking skills
Observation
skills
Material, tool
and equipment
identification
skills
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The trainees
must be
provided with
the following
 Resources
necessary to
execute
hierarchy of
controls
 Work
standards and
procedures
 Different OSH
control
measures
Online learning
through
internetconnected
computer:
 Group
Discussion
 Lecture
Face-to face
learning
 Group
Discussion
 Lecture
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written Exam
 Demonstration
 Observation
 Interview /
Questioning
Face-to face
assessment
 Written Exam
 Demonstration
 Observation
 Interview /
Questioning
materials, tools
and equipment
are arranged/
placed in
accordance with
OSH work
standards
LO 3. Perform tasks in accordance with relevant OSH policies and procedures
Assessment
Criteria
1. Relevant OSH
work procedures
are identified in
accordance with
workplace policies
and procedures
2. Work activities
are executed in
accordance with
OSH work standards
3. Non-compliance
work activities are
reported to
appropriate
personnel
Contents
1.
2.
3.
4.
5.
6.
Communicatio
n skills
Industry
related work
activities
General OSH
principles
OSH
Violations Noncompliance
work activities
Interpersonal
skills
Critical
thinking skills
Conditions
Methodologies
Online learning
The students/
through
trainees must
internetbe provided
connected
with the
computer:
following
 Handout on
 Group
- Safety
Discussion
Regulation
 Lecture
- Clean Air
Act
Face-to face
- Electrical
learning
and Fire
 Group
Safety Code
Discussion
- Waste
 Lecture
Management
- Disaster
Preparednes
s and
Management
- Contingency
Measures
and
Procedures
- OHS
Personal
Records
 PPE
 CD’s, VHS
tapes,
transparencies
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written Exam
 Demonstration
 Observation
 Interview /
Questioning
Face-to face
assessment
 Written Exam
 Demonstration
 Observation
 Interview /
Questioning
Unit of Competency
:
EXERCISE EFFICIENT AND EFFECTIVE SUSTAINABLE
PRACTICES IN THE WORKPLACE
Module Title
:
EXERCISING EFFICIENT AND EFFECTIVE SUSTAINABLE
PRACTICES IN THE WORKPLACE
GenesisColleges,Inc./FOSNCII
Module Descriptor
:
This module covers knowledge, skills and attitude to
identify the efficiency and effectiveness of resource
utilization, determine causes of inefficiency and/or
ineffectiveness of resource utilization and convey inefficient
and ineffective environmental practices
Nominal Duration
:
(6 Hrs.) Align with Common Competency,Unit of
Competency #1
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Identify the efficiency and effectiveness of resource utilization
LO 2. Determine causes of inefficiency and/or ineffectiveness of resource utilization
LO 3. Convey inefficient and ineffective environmental practices
Details of Learning Outcomes:
LO 1. Identify the efficiency and effectiveness of resource utilization
Assessment
Criteria
1. Required
resource
utilization in the
workplace is
measured using
appropriate
techniques
2. Data are
recorded in
accordance with
workplace
protocol
3. Recorded data
are compared to
determine the
efficiency and
effectiveness of
resource
utilization
according to
established
environmental
work procedures
Contents
1. Recording
skills
2. Writing
skills
3. Innovation
skills
Conditions
Methodologies
Assessment
Methods
Online
learning
Online
The trainees must
through internet- Assessment
be provided with
connected
through
the following:
computer:
internetconnected
 Recording
 Group
computer:
Discussion
 CD’s, VHS
 Demonstration
tapes,
 Lecture
transparencies  Simulation
 Interviews /
Questioning
 Paper
Face-to face
 Written
 Pencil/ ball
learning
examination
pen
 Group
 PPE
Face-to face
Discussion
 Manuals
assessment
 Lecture
 Demonstration
 Simulation
 Demonstration  Interviews /
Questioning
 Written
examination
 Observation
LO 2. Determine causes of inefficiency and/or ineffectiveness of resource utilization
Assessment
Criteria
Contents
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Assessment
Methods
1. Potential causes
of inefficiency
and/or
ineffectiveness
2. Causes of
inefficiency and/
or
ineffectiveness
are identified
through
deductive
reasoning
3. Identified causes
of inefficiency
and/or
ineffectiveness
are validated
thru established
environmental
procedures
1. Deductive
reasoning
skill
2. Critical
thinking
3. Problem
solving
4. Observation
skills
The trainees
must be
provided with
the following:


Recording
CD’s, VHS
tapes,
transparencie
s
Paper
Pencil/ ball
pen
Manuals
PPE




Online learning
through internetconnected
computer:
 Group
Discussion
 Lecture
 Simulation
Face-to face
learning
 Group
Discussion
 Lecture
 Simulation
 Demonstration
Online
Assessment
through
internetconnected
computer:
 Demonstration
 Interviews /
Questioning
 Written
examination
Face-to face
assessment
 Demonstration
 Interviews /
Questioning
 Written
examination
 Observation
LO 3. Convey inefficient and ineffective environmental practices
Assessment
Criteria
1. Efficiency and
effectiveness of
resource
utilization are
reported to
appropriate
personnel
2. Concerns related
resource
utilizations are
discussed with
appropriate
personnel
3. Feedback on
information/
concerns raised
are clarified with
appropriate
personnel
Contents
1. Written and
oral
communication
skills
2. Critical
thinking
3. Problem
solving
4. Observation
skills
5. Practice
environmental
awareness
GenesisColleges,Inc./FOSNCII
Conditions
The trainees
must be
provided with
the following:






Recording
Paper
Pencil/ ball
pen
PPE
Manuals
Tools,
materials
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Group
computer:
Discussion
 Demonstration
 Lecture
 Interviews /
 Simulation
Questioning
Face-to face
 Written
learning
examination
Face-to
face
 Group
assessment
Discussion
 Demonstration
 Lecture
 Interviews /
 Simulation
Questioning
 Demonstration
 Written
examination
 Observation
 Demonstration
 Observation
Unit of Competency
:
PRACTICE ENTREPRENEURIAL SKILLS IN THE WORKPLACE
Module Title
:
PRACTICING ENTREPRENEURIAL SKILLS IN THE
WORKPLACE
Module Descriptor
:
This module covers the outcomes required to apply
entrepreneurial workplace best practices and implement
cost-effective operations
Nominal Duration
:
4 hours
Qualification Level
:
NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Apply entrepreneurial workplace best practices
LO 2. Communicate entrepreneurial workplace best practices
LO 3. Implement cost-effective operations
Details of Learning Outcomes:
LO 1. Apply entrepreneurial workplace best practices
Assessment
Criteria
1. Good practices
relating to
workplace
operations are
observed and
selected
following
workplace
policy
2. Quality
procedures and
practices are
complied with
according to
workplace
requirements
3. Cost-conscious
habits in
resource
utilizations are
applied bases
on industry
standards
Contents
1. Communication
skills
2. Complying
quality
procedures
3. Resourcefulness
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The trainees
must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Lecture/
Discussion
 Case studies

References
and manuals
- Enterprise
procedures
manual
- Company
quality
policy
 Simulated or
actual
workplace
 Tools,
materials
and supplies
Face-to face
learning
 Lecture/
Discussion
 Case studies

Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written Test
 Interview
Face-to face
assessment
 Written Test
 Interview
 Case Study
LO 2. Communicate entrepreneurial workplace best practices
Assessment
Criteria
1. Observed good
practice relating
to workplace
operations are
communicated to
appropriate
person
2. Observed
quality
procedures and
practices to
appropriate
person
3. Cost-conscious
habits in resource
utilization are
communicated
based on industry
standards
Contents
1. Communication
skills
2. Complying with
quality
procedures
3. Following
workplace
communication
protocol
Conditions
Methodologies
The trainees
must be
provided with
the following:
Online
learning
through
internetconnected
computer:
 Lecture/
Discussion
 Case studies

Tools,
materials and
supplies
 References
and manuals
- Enterprise
procedures
manual
- Company
quality policy
 Simulated or
actual
workplace
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written Test
 Interview
Face-to face
Face-to face
assessment
learning
 Written Test
 Lecture/
 Interview
Discussion
 Case Study
 Case studies
LO 3. Implement cost-effective operations
1.
2.
3.
4.
Assessment
Criteria
Preservation and
optimization of
workplace
resources is
implemented in
accordance with
enterprise policy
Judicious use of
workplace tools,
equipment and
materials are
observed
according to
manual and work
requirements
Constructive
contributions to
office operations
are made according
to enterprise
requirement
Ability to work
within one’s allotted
time and finances is
sustained
Contents
1. Optimization
of workplace
resources
2. 5S
procedures
and concepts
3. Sustaining
ability to
work within
allotted time
and finances
4. Making
constructive
contributions
to office
operations
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The trainees
must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Lecture/
Discussion
 Case studies
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written Test
 Interview
Face-to face
learning
 Lecture/
Discussion
 Case studies
Face-to face
assessment
 Written Test
 Interview
Case Study

References
and manuals
- Enterprise
procedures
manual
- Company
quality
policy
 Simulated or
actual
workplace
 Tools,
materials
and supplies
COMMON COMPETENCIES
: 24 Hours + 10 Hours SIL
Unit of Competency
: DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
Module Title
: DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE
Module Descriptor
: This module deals with the knowledge, skills and attitudes
required to access, increase and update industry knowledge. It
includes seek information on the industry and update industry
knowledge.
Nominal Duration
: 4 Hours + 2 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Seek information on the industry
LO 2. Update industry knowledge
LO 3. Develop and update local knowledge
LO 4. Promote products and services to customers
Details of Learning Outcomes:
LO 1. Seek information on the industry
1.
2.
3.
4.
Assessment
Criteria
Sources of
information on the
industry are
correctly
identified and
accessed
Informatio
n to assist
effective work
performance is
obtained in line
with job
requirements
Specific
information on
sector of work is
accessed and
updated
Industry
information is
correctly applied
to day-to-day
Contents
Conditions
Methodologies
Informat
ion sources
on the
industry
2.
Ready
skills needed
to access
The trainees
must be
provided with
the following
 Sources of
information on
the industry
 Industry
knowledge
Online learning
through
internetconnected
computer:
 Demonstration
 Discussion
 Interaction
 Film showing
1.
GenesisColleges,Inc./FOSNCII
Face-to face
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Interview/
question
 Practical
demonstration
 Portfolio of
industry
information
related to
trainee’s work
Face-to face
assessment
 Interview/
question
 Practical
work activities
demonstration
 Portfolio of
industry
information
related to
trainee’s work
LO 2. Update industry knowledge
Assessment
Criteria
1.
Informal
and/or formal
research is used
to update general
knowledge of the
industry
2.
Updated
knowledge is
shared with
costumers and
colleagues as
appropriate and
incorporated into
day-to-day
working activities
Contents
1. Key sources of
information on
the industry
2. Updated
industry
knowledge
3. Accessed and
used industry
information
4. Time
management
Conditions
Methodologies
The trainees
must be
provided with
the following
 Hands-out
 Film/video
Online learning
through
internetconnected
computer:
 Demonstration
 Discussion
 Interaction
 Film showing
LO 3. Develop and update local knowledge
Assessment
Contents
Conditions
Criteria
1. Local knowledge
1. Information
The trainees
is developed to
sources on the
must be
assist queries on
industry
provided with
local/national
2. Ready skills
the following
tourism industry
needed to access  Sources of
2. Local knowledge
information on
is updated using
the industry
informal and/or
 Industry
formal research
knowledge
3. Contact with local
communities is
GenesisColleges,Inc./FOSNCII
Face-to face
learn
ing
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
Methodologies
Online learning
through
internetconnected
computer:
 Demonstration
 Discussion
 Interaction
 Film showing
Face-to face
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Interview/
question
 Practical
demonstration
 Portfolio of
industry
information
related to
trainee’s work
Face-to face
assessment
 Interview/
question
 Practical
demonstration
 Portfolio of
industry
information
related to
trainee’s work
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Interview/
question
 Practical
demonstration
 Portfolio of
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
maintained
industry
information
related to
trainee’s work
Face-to face
assessment
 Interview/
question
 Practical
demonstration
 Portfolio of
industry
information
related to
trainee’s work
LO 4. Promote products and services to customers
Assessment
Criteria
1. Promotional
initiatives are
described that
may be used to
promote products
and services
2. Selling skills
are applied
according to
customer needs
Contents
1. Key sources of
information on
the industry
2. Updated
industry
knowledge
3. Accessed and
used industry
information
4. Time
management
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The trainees
must be
provided with
the following
 Hands-out
 Film/video
Online learning
through
internetconnected
computer:
 Demonstration
 Discussion
 Interaction
 Film showing
Face-to face
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Interview/
question
 Practical
demonstration
 Portfolio of
industry
information
related to
trainee’s work
Face-to face
assessment
 Interview/
question
 Practical
demonstration
 Portfolio of
industry
information
related to
trainee’s work
Unit of Competency
: OBSERVE WORKPLACE HYGIENE PROCEDURES
Module Title
: OBSERVING WORKPLACE HYGIENE PROCEDURES
Module Descriptor
: This module deals with the knowledge, skills and attitudes in
observing workplace hygiene procedures. It includes following
hygiene procedures and identifying and preventing hygiene risks.
Nominal Duration
: 4 Hours + 2 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the students/ trainees must be able to:
LO 1. Follow hygiene procedures
LO 2. Identify and prevent hygiene risks
Details of Learning Outcomes:
LO 1. Follow hygiene procedures
Assessment
Criteria
1.
Workplace
hygiene
procedures are
implemented in
line with
enterprise and
legal
requirements
2.
Handling
and storage of
items are
undertaken in
line with
enterprise and
legal
requirements
Contents
Conditions
Methodologies
The students/
ng or
trainees must
removing risk be provided
2.
Hygiene with the
risk
following
3.
Hygiene  Hands-out
procedures
 Film/video
Online learning
through
internetconnected
computer:
 Discussion
Interaction
1.
Minimizi
Face-to face
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
Practical
demonstration
Written
examination
LO 2. Identify and prevent hygiene risks
Assessment
Criteria
1.
Potential
hygiene risks are
identified in line
with enterprise
procedures
2.
Action to
minimize and
Contents
1.
Hygiene
procedures
2.
Hygiene
risk
3.
Minimizi
ng or
removing risk
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The students/
trainees must
be provided
with the
following
 Hands-out
 Film/video
Online learning
through
internetconnected
computer:
 Discussion
Interaction
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
remove risks are
taken within
scope of
individual
responsibility of
enterprise/ legal
requirements
3.
Hygiene
risks beyond the
control of
individual staff
members are
reported to the
appropriate
person for follow
up
Face-to face
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
Practical
demonstration
 Written
examination
Unit of Competency
: PERFORM COMPUTER OPERATIONS
Module Title
: PERFORMING COMPUTER OPERATIONS
Module Descriptor
: This unit covers the knowledge, skills, attitudes and values
needed to perform computer operations which include inputting,
accessing, producing and transferring data using the appropriate
hardware and software.
Nominal Duration
: 8 Hours + 2 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes
Upon completion of this module, the students/ trainees must be able to:
LO 1. Plan and prepare for task to be taken undertaken
LO 2. Input data into computer
LO 3. Access information using computer
LO 4. Produce output/ data using computer system
LO 5. Maintain computer equipment and systems
Details of Learning Outcomes:
LO1. Plan and prepare for task to be taken undertaken
Assessment
Criteria
1. Requirements of
task are
determined
2. Appropriate
hardware and
Contents
1. Main types of
computers and
basic features
of different
operating
GenesisColleges,Inc./FOSNCII


Conditions
Methodologies
Computer
hardware with
peripherals
Appropriate
software
Online learning
through
internetconnected
computer:
Assessment
Methods
Online
Assessment
through
internetconnected
software are
selected
according to task
assigned and
required outcome
3. Task is planned
to ensure that OH
& S guidelines
and procedures
are followed.
systems
2. Relevant types
of software
3. OH & S
principles and
responsibilities

Internet


Discussion
Interaction
Face to Face:
 Modular
 Film showing
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
Practical
demonstration
Questioning
Observation
LO2. Input data into computer
Assessment
Criteria
1. Data are
entered into the
computer using
appropriate
program/
application in
accordance with
company
procedures
2. Accuracy of
information is
checked and
information is
saved in
accordance with
standard
operating
procedures
3. Inputted data
are stored in
storage media
according to
requirements.
4. Work is
performed
within
ergonomic
guidelines
Contents
1. Basic
ergonomics of
keyboard and
computer user
2. Main types of
computers and
basic features of
different
operating
systems
3. Main parts of a
computer
4. Relevant types of
software
GenesisColleges,Inc./FOSNCII
Conditions



Computer
hardware
with
peripherals
Appropriat
e software
Internet
Methodologies
Online learning
through internetconnected
computer:
 Discussion
 Interaction
Face to Face:
 Modular
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
Practical
demonstration
Questioning
Observation
LO3. Access information using computer
Assessment
Criteria
1. Correct
program/
application is
selected based
on job
requirements
2. Program/
application
containing the
information
required is
accessed
according to
company
procedures
3. Desktop icons
are correctly
selected,
opened and
closed for
navigation
purposes
4. Keyboard
techniques are
carried out in
line with OH & S
requirements
for safe use of
keyboards.
Contents
Conditions
1. Storage devices

and basic
categories of
memory
2. General security, 
privacy

legislation and
copyright
Computer
hardware
with
peripherals
Appropriat
e software
Internet
Methodologies
Online learning
through internetconnected
computer:
 Discussion
 Interaction
Face to Face:
 Modular
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
Practical
demonstration
Questioning
Observation
LO4. Produce output/ data using computer system
Assessment
Criteria
1. Entered data are
processed using
appropriate
software
commands
2. Data are printed
out as required
using computer
hardware
/peripheral
devices in
accordance with
standard
operating
Contents
1. Relevant types
of software
2. General
security,
privacy
legislation and
copyright
GenesisColleges,Inc./FOSNCII
Conditions



Computer
hardware
with
peripherals
Appropriat
e software
Internet
Methodologies
Online learning
through internetconnected
computer:
 Discussion
Interaction
Face to Face:
 Modular
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
procedures
3. Files and data
are transferred
between
compatible
systems using
computer
software,
hardware/periph
eral devices in
accordance with
standard
operating
procedures
Practical
demonstration
Questioning
Observation
LO5. Maintain computer equipment and systems
Assessment
Criteria
1. Procedures for
ensuring
security of data,
including
regular backups and virus
checks are
implemented in
accordance with
standard
operating
procedures
2. Basic file
maintenance
procedures are
implemented in
line with the
standards
operating
procedures
Contents
1. Storage devices

and basic
categories of
memory
2. General security, 
privacy

legislation and
copyright
3. Viruses
4. Capacity in
computer
calculating
GenesisColleges,Inc./FOSNCII
Conditions
Computer
hardware
with
peripherals
Appropriate
software
Internet
Methodologies
Assessment
Methods
Online learning
Online
through internet- Assessment
connected
through
computer:
internetconnected
 Discussion
computer:
Interaction
 Case studies
Face to Face:
 Socio-metric
 Modular
methods
 Film showing
 Sensitivity
techniques
Face-to face
assessment
Practical
demonstration
Questioning
Observation
Unit of Competency
: PERFORM WORKPLACE AND SAFETY PRACTICES
Module Title
: PERFORMING WORKPLACE AND SAFETY PRACTICES
Module Descriptor
: This module deals with the knowledge, skills and attitudes
in following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal presentation standards
Nominal Duration
: 4 Hours + 2 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the students/ trainees must be able to:
LO 1. Follow workplace procedures for health, safety and security practices
LO 2. Perform child protection duties relevant to the tourism industry
LO 3. Observe and monitor people
LO 4 Deal with emergency situations
LO 5 Maintain safe personal presentation standards
LO 6 Maintain a safe and secure workplace
Details of Learning Outcomes:
LO 1. Follow workplace procedures for health, safety and security practices
Assessment
Contents
Criteria
1. Correct health,
1.
Health,
safety and
safety and
security
security
procedures are
procedures
followed in line
2.
Breache
with legislation,
s procedures
regulations and
enterprise
procedures
2. Breaches of
health, safety and
security
procedures are
identified and
reported in line
with enterprise
procedures
3. Suspicious
behavior or
unusual
occurrence are
reported in line
with enterprise
procedures
GenesisColleges,Inc./FOSNCII
Conditions
The students/
trainees must
be provided
with the
following
 Manuals
 Handbook
safety and
security
 Report
Methodologies
Assessment
Methods
Online learning Online
through
Assessment
internetthrough
connected
internetcomputer:
connected
computer:
 Discussion
 Practical
 Interaction
Demonstration
Face-to face
 Written/ oral
learning
examination
 Self-paced/
 Observation
modular
 Interview
 Demonstration Face-to face
assessment
 Small group
discussion
 Practical
Demonstration
 Distance
education
 Written/ oral
examination
 Observation
 Interview
LO 2. Perform child protection duties relevant to the tourism industry
Assessment
Criteria
1. Issue of sexual
exploitation of
children by
tourist is
identified
2. National,
regional and
international
actions are
described to
prevent the
sexual
exploitation of
children by
tourist
3. Actions that can
be taken in the
workplace are
described to
protect children
from sexual
exploitation by
tourist
Contents
1.
2.
Emerge
ncy procedure
Personal
injuries
Fire
Electroc
ution
Natural
calamity
Criminal acts
Safe
personal
presentation
standard
Conditions
The students/
trainees must
be provided
with the
following
 Emergency
Procedure
manuals
 Handbook
safety and
security
 Report
 Emergency
drillsinstruction/
guidelines
Methodologies
Assessment
Methods
Online learning Online
through
Assessment
internetthrough
connected
internetcomputer:
connected
computer:
 Discussion
 Practical
 Interaction
Demonstration
Face-to face
 Written/ oral
learning
examination
 Group
 Observation
discussion
 Interview
Face-to face
 Self-paced/
assessment
modular
 Demonstration  Practical
Demonstration
 Distance
education
 Written/ oral
examination
 Observation
 Interview
LO 3. Observe and monitor people
1.
2.
3.
4.
5.
Assessment
Criteria
Areas and
people who
require
observation and
monitoring is
prepared
Observation and
monitoring
activities are
implemented
Apprehension of
offenders are
determined
Offenders are
arrested
according to
enterprise
procedures
Administrative
responsibilities
Contents
1.
The students/
PPE
trainees must
2.
Safe and be provided
proper
with the
posture
following
 Hands-out
 Film/video
GenesisColleges,Inc./FOSNCII
Use of
Conditions
Methodologies
Assessment
Methods
Online learning Online
through
Assessment
internetthrough
connected
internetcomputer:
connected
computer:
 Discussion
Interaction
 Practical
Demonstration
Face-to face
 Written/ oral
learning
examination
 Group
 Observation
discussion/
 Interview
Interaction
Face-to face
 Self-paced
assessment
instruction
 Practical
 Group
Demonstration
discussion
 Written/ oral
 Film showing
examination
 Observation
 Interview
are fulfilled
LO 4. Deal with emergency situations
Assessment
Criteria
1. Emergency and
potential
emergency are
recognized and
appropriate action
are taken within
individual’s scope
of responsibility
2. Emergency
procedures are
followed in line
with enterprise
procedures
3. Assistance is
sought from
colleagues to
resolve or
respond to
emergency
situation
4. Details of
emergency
situations are
reported in line
with enterprise
procedures
Contents
1. Emergency
procedure
Personal
injuries
Fire
Electroc
ution
- Natural
calamity
- Criminal acts
2. Safe personal
presentation
standard
Conditions
The students/
trainees must
be provided
with the
following
 Emergency
Procedure
manuals
 Handbook
safety and
security
 Report
 Emergency
drillsinstruction/
guidelines
Methodologies
Assessment
Methods
Online learning Online
through
Assessment
internetthrough
connected
internetcomputer:
connected
computer:
 Discussion
 Practical
 Interaction
Demonstration
Face-to face
 Written/ oral
learning
examination
 Group
 Observation
discussion
 Interview
Face-to face
 Self-paced/
assessment
modular
 Demonstration  Practical
Demonstration
 Distance
education
 Written/ oral
examination
 Observation
 Interview
LO 5. Maintain safe personal presentation standards
Assessment
Criteria
1. Safe personal
standards are
identified and
followed in line with
enterprise
requirements
Contents
1. Use of PPE
2. Safe and
proper posture
GenesisColleges,Inc./FOSNCII
Conditions
The students/
trainees must
be provided
with the
following
 Hands-out
 Film/video
Methodologies
Assessment
Methods
Online learning Online
through
Assessment
internetthrough
connected
internetcomputer:
connected
computer:
 Discussion
Interaction
 Practical
Demonstration
Face-to face
 Written/ oral
learning
examination
 Group
 Observation
discussion/
 Interview
Interaction
Face-to face
 Self-paced
assessment
instruction
 Practical
 Group
discussion
 Film showing
Demonstration
 Written/ oral
examination
 Observation
 Interview
LO 6. Maintain a safe and secure workplace
Assessment
Criteria
1. Workplace health,
safety and security
responsibilities are
identified
2. Framework to
maintain workplace
health, safety and
security are
maintained
3. Procedures for
identifying and
assessing health,
safety and security
hazards and risks
are implemented
4. Injuries, illnesses
and incidents are
investigated
5. Organization’s
health, safety and
security
effectiveness are
evaluated
Contents
1. Emergency
procedure
Personal
injuries
Fire
Electroc
ution
- Natural
calamity
- Criminal acts
2. Safe personal
presentation
standard
GenesisColleges,Inc./FOSNCII
Conditions
The students/
trainees must
be provided
with the
following
 Emergency
Procedure
manuals
 Handbook
safety and
security
 Report
 Emergency
drillsinstruction/
guidelines
Methodologies
Assessment
Methods
Online learning Online
through
Assessment
internetthrough
connected
internetcomputer:
connected
computer:
 Discussion
 Practical
 Interaction
Demonstration
Face-to face
 Written/ oral
learning
examination
 Group
 Observation
discussion
 Interview
Face-to face
 Self-paced/
assessment
modular
 Demonstration  Practical
Demonstration
 Distance
education
 Written/ oral
examination
 Observation
 Interview
Unit of Competency
: PROVIDE EFFECTIVE CUSTOMER SERVICE
Module Title
: PROVIDING EFFECTIVE CUSTOMER SERVICE
Module Descriptor
: This unit of competency deals with the knowledge, skills and
attitudes in providing effective customer service. It includes
greeting customer, identifying customer needs, delivering
service to customer, handling queries through telephone, fax
machine, internet and email and handling complaints,
evaluation and recommendation.
Nominal Duration
: 4 Hours + 2 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the students/ trainees must be able to:
LO 1. Greet customer
LO 2. Identify customer needs
LO 3. Deliver service to customer
LO 4. Handle queries through use of common business tools and technology
LO 5. Handle complaints/conflict situations, evaluation and recommendations
Details of Learning Outcomes:
LO 1. Greet customer
1.
2.
3.
4.
Assessment
Criteria
Customers are
greeted in line
with enterprise
procedures
Verbal and nonverbal
communications
are appropriate to
the given situation
Non-verbal
communication
are observed
responding to
customer
Sensitivity to
cultural and social
differences is
demonstrated
Contents
1.
Modes
of greeting
and farewell
2.
Appropr
iate relation is
maintained
with customer
to meet high
quality service
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
The students/
trainees must
be provided
with the
following
 Hands-out
 Film/video
Online learning
through
internetconnected
computer:
 Discussion
Interaction
Face-to face
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
 Hands-on
Practical
demonstration
 Role playing/
simulation
LO 2. Identify customer needs
Assessment
Criteria
1. Appropriate
interpersonal skills
are used to ensure
that customer needs
are accurately
identified
2. Customer needs
are assessed for
urgency so that
priority for service
delivery can be
identified
3. Customers are
provided with
information
4. Personal limitation
in addressing
customer needs is
identified and where
appropriate,
assistance is sought
from supervisor
Contents
Conditions
Methodologies
1. Personality
development and
public relations
2. Basic oral
communication/
writing memos
and letters
3. Preparing job
documentation
- Following
instruction
- Filling-out
forms
The students/
trainees must
be provided
with the
following
 Recorder
 Microphone
 Company
dress
 Video camera
recorder
 Make up kit
 Books,
brochures,
manuals
Online learning
through
internetconnected
computer:
 Discussion
Interaction
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
learning
 Modular (selfpace learning)
Face-to face
 Electronic
assessment
learning
 Industry
Practical
immersion
demonstration
 Demonstration  Oral
Interview
 Film-viewing
 Observation
LO 3. Deliver service to customer
Assessment
Criteria
1. Customer needs
are promptly
attended to in
line with
enterprise
procedure
2. Appropriate
rapport is
maintained with
customer to
enable high
quality service
delivery
3. Opportunity to
enhance the
quality of service
and products are
taken wherever
possible
Contents
Conditions
Methodologies
Food
and culture
2.
Explorat
ion of food
trends
Past,
present and
future trend
3.
Commu
nication
standards in
customer
services
The students/
trainees must
be provided
with the
following
 Recorder
 Microphone
 Company
dress
 Video camera
recorder
 Make up kit
Books,
brochures,
manuals
Online learning
through
internetconnected
computer:
 Discussion
Interaction
1.
GenesisColleges,Inc./FOSNCII
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
learning
 Modular (selfpace learning)
Face-to face
 Electronic
assessment
learning
 Industry
Practical
immersion
demonstration
 Demonstration  Oral
Interview
 Film-viewing
 Observation
LO 4. Handle queries through telephone, fax machine, internet and email
Assessment
Criteria
1.
Common
business tools and
technology are
used efficiently to
determine
customer
requirements
2.
Queries/
information are
recorded in line
with enterprise
procedure
3.
Queries
are acted upon
promptly and
correctly in line
with enterprise
procedure
Contents
1.
Modes
of greeting
and farewell
2.
Proper
addressing of
needs of
person (by
gender, age,
status,
physical
condition
3.
Style
manual
requirement
4.
Standar
d letters and
performance
Conditions
Methodologies
The students/
trainees must
be provided
with the
following
 Hands-out
 Film/video
Online learning
through
internetconnected
computer:
 Discussion
 Interaction
Face-to face
learning
 Group
discussion/
Interaction
 Self-paced
instruction
 Group
discussion
 Film showing
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Face-to face
assessment
 Hands-on
Practical
demonstration
 Role playing/
simulation
 Direct
observation
LO 5. Handle complaints/conflict situations, evaluation and recommendations
1.
2.
3.
4.
Assessment
Criteria
Guests are
politely greeted
with a smile and
eye-to-eye
contact
Responsibility for
resolving the
complaint is taken
within limit of
responsibility
Nature and details
of complaint are
established and
agreed with the
customer
Threats to
personal safety
are identified and
managed to
personal safety of
customers or
colleagues and
appropriate
Contents
1.
Proper
way of
answering
complaints in
line with
workplace
procedures
2.
Nature
and details of
complaints
3.
Industry
/ workplace
procedures in
giving
evaluation and
recommendati
ons
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Case studies
 Socio-metric
methods
 Sensitivity
techniques
Online learning
The students/
through
trainees must
internetbe provided
connected
with the
computer:
following
 Hands-out
 Discussion
Interaction
 Film/video
 Sample
Face-to face
complaint/
evaluation and learning
recommendati  Group
discussion/
on sheet from
Interaction
Face-to face
industry
assessment
 Self-paced
instruction
 Hands-on
 Group
Practical
discussion
demonstration
 Film showing
 Role playing/
simulation
Direct
observation
assistance is
organized
5. Appropriate
action is taken to
resolve the
complaint to the
customers
satisfaction
wherever
possible
6. Conflict situations
are resolved
within scope of
individual
responsibility by
applying effective
communication
skills and
according to
enterprise policy
GenesisColleges,Inc./FOSNCII
CORE COMPETENCIES
: 400 Hours + 80 Hours SIL
Unit of Competency
: RECEIVE AND PROCESS RESERVATION
Module Title
: RECEIVING AND PROCESSING RESERVATION
Module Descriptor
: This module covers 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
: 80 Hours + 12.5 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Receive reservation request
LO 2. Request details of reservation
LO 3. Update reservations
LO 4. Advise others on reservation details
Details of Learning Outcomes:
LO 1. Receive reservation request
1.
2.
3.
4.
Assessment
Criteria
Customer
making a
reservation is
acknowledged
using property
standards
Availability of
room
requested is
determined
Alternatives,
including
waitlist
options, are
offered if
requested
booking is not
available
Inquiries
regarding
rates and
other product
features are
accurately
Contents
Conditions
1. Reservations may
be received and
processed by a
range of tourism
sectors
2. Reservations
systems may be
manual or
computerized
3. Reservations may
be made by
Telephone, email,
face-to-face
4. Reservations may
be for individuals,
groups,
corporate, VIP’s
and conference
delegate
5. Completed
reservation
includes
documents
issued, deposits
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII





Methodologies
Online learning
through
internetconnected
computer:
Communicatio
n skills
 Oral
Telephone
presentation
skills
 Lecture/
Negotiation
discussion
skills
 demonstration
Face-to face
Skills in
receiving and Lecture/
processing
discussion
reservations
Demonstration/
for multiple
application
product
Oral presentation
bookings and
in response to
differing
customer
needs
Skills in
reservation
document




Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Oral
questioning
Written
Examination
Demonstration
Observation
Face-to face
assessment
 Direct
Observation
 Written
Examination
 Demonstration
/ role play
 Oral
questioning /
interview
answered
attained from
customers and
form of settlement


Processing
reservation
requests, and
issuing of
documentation
within
timeframes
and
constraints
that reflect
typical
industry
practice
A fully
equipped
industryrealistic office
environment
using
appropriate
telephones,
computers,
printers and
reservation
system
 Third party
LO 2. Request details of reservation
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
requirements
4. Reservation
details of
customer
bookings are
completed,
Contents
1. Reservations
may be received
and processed by
a range of tourism
sectors
2. Reservations
systems may be
manual or
computerized
3. Reservations
may be made by
Telephone, email,
face-to-face
4. Reservations
may be for
individuals,
groups,
corporate, VIP’s
and conference
delegate
5. Completed
reservation
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Oral
presentation
 Lecture/
discussion
 demonstration





Communicatio
n skills
Telephone
skills
Negotiation
skills
Skills in
Face-to face
receiving and
processing
Lecture/
reservations
discussion
for multiple
Demonstration/
product
application
bookings and Oral presentation
in response to
differing
customer
needs
Skills in




Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Oral
questioning
Written
Examination
Demonstration
Observation
Face-to face
assessment
 Direct
Observation
 Written
Examination
 Demonstration
/ role play
 Oral
explained and
confirmed to the
customer
5. Reservations
are filed
according to
property
standards
6. Documents and
other materials
are prepared and
issued to the
customer in
accordance with
the requirements
of the specific
reservation
includes
documents
issued, deposits
attained from
customers and
form of settlement
reservation
document
 Processing
reservation
requests, and
issuing of
documentation
within
timeframes
and
constraints
that reflect
typical
industry
practice
 A fully
equipped
industryrealistic office
environment
using
appropriate
telephones,
computers,
printers and
reservation
system
questioning /
interview
 Third party
LO 3. Update reservations
Assessment
Criteria
1. Payments and
deposits of the
reservations
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
Contents
1. Reservations
may be received
and processed by
a range of tourism
sectors
2. Reservations
systems may be
manual or
computerized
3. Reservations
may be made by
Telephone, email,
face-to-face
4. Reservations
may be for
individuals,
groups,
corporate, VIP’s
and conference
delegate
5. Completed
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Lecture/
discussion
 Presentation
 Demonstration




Communicatio
n skills
Telephone
skills
Negotiation
skills
Face-to face
Skills in
receiving and Lecture/
processing
discussion
reservations
Demonstration/
for multiple
application
product
Actual
bookings and
presentation
in response to
differing
customer
needs




Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Oral
questioning
Written
Examination
Demonstration
Observation
Face-to face
assessment
 Direct
Observation
 Written
Examination
 Demonstration
/ role play
reservation
includes
documents
issued, deposits
attained from
customers and
form of settlement
Skills in
reservation
document
 Processing
reservation
requests, and
issuing of
documentation
within
timeframes
and
constraints
that reflect
typical
industry
practice
 A fully
equipped
industryrealistic office
environment
using
appropriate
telephones,
computers,
printers and
reservation
system
 Oral
questioning /
interview
 Third party

LO 4. Advise others on reservation details
Assessment
Criteria
1. General and
specific customer
requirements and
reservation
details are
communicated to
appropriate
department and
colleagues
2. Follow up on
customer request
and ensure that
all specific
requirements in
his reservation
details are
addressed prior
to guest arrival
Contents
1. Reservations
may be received
and processed by
a range of tourism
sectors
2. Reservations
systems may be
manual or
computerized
3. Reservations
may be made by
Telephone, email,
face-to-face
4. Reservations
may be for
individuals,
groups,
corporate, VIP’s
and conference
delegate
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Lecture/
discussion
 Presentation
 Demonstration




Communicatio
n skills
Telephone
skills
Negotiation
skills
Face-to face
Skills in
receiving and Lecture/
processing
discussion
reservations
Demonstration/
for multiple
application
product
Actual
bookings and
presentation
in response to
differing
customer




Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Oral
questioning
Written
Examination
Demonstration
Observation
Face-to face
assessment
 Direct
Observation
 Written
Examination
 Demonstration
5. Completed
reservation
includes
documents
issued, deposits
attained from
customers and
form of settlement
GenesisColleges,Inc./FOSNCII
needs
Skills in
reservation
document
 Processing
reservation
requests, and
issuing of
documentation
within
timeframes
and
constraints
that reflect
typical
industry
practice
 A fully
equipped
industryrealistic office
environment
using
appropriate
telephones,
computers,
printers and
reservation
system

/ role play
 Oral
questioning /
interview
 Third party
Unit of Competency
: OPERATE A COMPUTERIZED RESERVATION SYSTEM
Module Title
: OPERATING A COMPUTERIZED RESERVATION SYSTEM
Module Descriptor
: This module covers the skills and knowledge required in
using a computerized reservations system to create
bookings for a range of tourism or hospitality services
Nominal Duration
: 80 Hours + 12.5 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Computerize reservation system is operated based on property standards
LO 2. Create and process reservations
LO 3. Send and receive reservation communications
Details of Learning Outcomes:
LO 1. Computerize reservation system is operated based on property standards
Assessment
Criteria
1. Reservation
system is
accessed and
accurately
interpreted
2. All system
features are used
to access a range
of information
Contents
Conditions
1. Any product or
service provider
with whom the
reservation is
being made
2. Cost of any
tourism services
3. Availability of
products or
services
4. Size of vehicles
5. Touring inclusions
6. Product
information
7. Product rules
8. Payment
requirements
9. Health
requirements
10.
Customs and
immigration
requirements
11.
General
industry
information
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online learning
through
internetconnected
computer:
 Basic

Oral
keyboarding
presentation
skills
 Lecture/
 Encoding and
discussion
decoding

demonstration
common CRS
Face-to
face
entries
 Procedures for Oral presentation
Lecture/
confirming,
discussion
storing and
retrieving
Demonstration/
reservations
application
 Procedures for
amending and
cancelling
reservations
 Procedures for
sending and
receiving
messages
 Operating a
computerized
reservations




Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Demonstration
Oral
questioning
Written
Examination
Observation
Face-to face
assessment
 Oral
questioning
 Demonstration
 Observation
 Written
Examination
system to
process
multiple
product
bookings
LO 2. Create and process reservations
Assessment
Criteria
1. Availability of
the required
booking is
checked in
accordance with
the system
functions and
requirements
2. New
reservations are
encoded using
the format
required by the
computer system
3. Bookings are
retrieved as
required, using
the format
required by the
computer system
4. Updates and
amendments to
reservation are
made and stored
in the system
5. Any required
reservation
details are
downloaded and
printed
Contents
Conditions
Methodologies
1. Any product or
service provider
with whom the
reservation is being
made
2. Cost of any
tourism services
3. Availability of
products or services
4. Size of vehicles
5. Touring inclusions
6. Product
information
7. Product rules
8. Payment
requirements
9. Health
requirements
10. Customs and
immigration
requirements
11. General industry
information
Students/
trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Oral
presentation
 Lecture/
discussion
 demonstration
 Basic
keyboarding
skills
 Encoding and
decoding
common CRS
Face-to face
entries
 Procedures for Lecture/
discussion
confirming,

Demonstration/
storing and
application
retrieving
reservations
Oral presentation
 Procedures for
amending and
cancelling
reservations
 Procedures for
sending and
receiving
messages
 Operating a
computerized
reservations
system to
process
multiple
product
bookings




Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Demonstration
Observation
Oral
questioning
Written
Examination
Face-to face
assessment
 Demonstration
 Direct
observation
 Written
Examination
 Oral
questioning
LO 3. Send and receive reservation communications
Assessment
Criteria
1. Internal
communications
are created-using
the required
features of the
Contents
Conditions
Methodologies
1. Any product or
service provider
with whom the
reservation is being
made
Students/ trainees
must be provided
with the
following:
Online learning
through
internetconnected
computer:
GenesisColleges,Inc./FOSNCII
Assessment
Methods
Online
Assessment
through
internetconnected
system
2. Communication
s from industry
colleagues are
accessed and
correctly
interpreted at the
appropriate time
2. Cost of any
tourism services
3. Availability of
products or
services
4. Size of vehicles
5. Touring
inclusions
6. Product
information
7. Product rules
8. Payment
requirements
9. Health
requirements
10. Customs and
immigration
requirements
11. General
industry information
 Basic
keyboarding
skills
 Encoding and
decoding
common CRS
entries
 Procedures for
confirming,
storing and
retrieving
reservations
 Procedures for
amending and
cancelling
reservations
 Procedures for
sending and
receiving
messages
 Operating a
computerized
reservations
system to
process multiple
product
bookings
 Demonstration
 Lecture/
discussion
 Presentation
Face-to face
Demonstration/
application
Lecture/
discussion
Actual
presentation
computer:
 Observation
 Oral
questioning
 Written
Examination
 Demonstration
Face-to face
assessment
 Demonstration
 Direct
Observation
 Written
Examination
 Oral
questioning
Unit of Competency
: PROVIDE ACCOMODATION RECEPTION SERVICES
Module Title
: PROVIDING ACCOMODATION RECEPTION SERVICES
Module Descriptor
: This module covers the skills and knowledge required to provide
arrival, in-stay and departure services to guests in commercial and
accomodation establishments
Nominal Duration
: 50 Hours + 12 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Prepare reception area for guest arrival
LO 2. Welcome and register guests
LO 3. Computerize reservation system is operated
LO 4. Perform “During Stay” function
LO 5. Organize guest departure
LO 6. Prepare front office records and reports
GenesisColleges,Inc./FOSNCII
Details of Learning Outcomes:
LO 1. Prepare reception area for guest arrival
Assessment
Criteria
1. Reception area
is prepared for
service and all
necessary
equipment are
checked prior to
use
2. Daily arrival
details are
checked and
reviewed prior to
guests arrival
3. Rooms are
allocated in
accordance with
guest
requirements and
establishment
policy
4. Uncertain
arrivals or
reservations are
followed up in
accordance with
establishment
procedures
5. Accurate
arrival lists are
compiled and
distributed to
relevant
personnel/
departments
6. Colleagues
and other
departments are
informed of
Contents
Conditions
1. Arrival details
may individuals
or groups
2. Reservation
details include
name/company,
contact details
3. Arrival and
departures times,
length of stay
4. Type of
accommodation
required/bed
configuration,
payment details,
special requests
and
rates/discounts
5. Accounting
procedures
during arrival and
departure
includes Credit
card payments,
Pre-payments (full
payment),
deposits (Partial
payment),
Vouchers and
discount rates,
group rates,
refunds, checking
of final guests
accounts,
payments for
additional
services such as
phone calls,
meals, mini-bar,
issuing of receipts
and send-bill
arrangements
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online learning
through
internetconnected
computer:

Skills in
processing
 Actual
arrivals and
presentation
departures for
 Lecture/
different types of
discussion
guests within
 Demonstration/
enterprise
application
Face-to face
acceptable time
frames
Actual

Ability to
presentation
check arrival
Lecture/
details, allocate
discussion
rooms and
Demonstration/
inform
application
concerned
departments on
special
arrangements in
accordance with
established
standards
 Skills within an
environment
that includes
industrycurrent front
office
equipment and
technology in
accordance
with
established
requirements
 Interpersonal
communication
with others in
accordance
with
established
standards
 Ability to
complete guest
registration,
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
Face-to face
assessment
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
departure and
reporting
documentation
accurately in
accordance
with
established
standards
LO 2. Welcome and register guests
Assessment
Criteria
1. Guests are
welcomed
warmly and
courteously
2. Reservation
details are
confirmed with
guests
3. Guests with or
without
reservations are
registered
according to
establishment
systems and
procedures.
4. Correct
accounting
procedures are
followed in
accordance with
property
standards
5. Room
key/electronic
cards, guest mail
and messages
are issued to
guests
Contents
1. Arrival details
may individuals or
groups
2. Reservation
details include
name/company,
contact details
3. Arrival and
departures times,
length of stay
4. Type of
accommodation
required/bed
configuration,
payment details,
special requests
and
rates/discounts
5. Accounting
procedures
during arrival and
departure
includes Credit
card payments,
Pre-payments (full
payment),
deposits (Partial
payment),
Vouchers and
discount rates,
group rates,
refunds, checking
of final guests
accounts,
payments for
additional
services such as
phone calls,
meals, mini-bar,
issuing of receipts
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Online learning
through
internetconnected
computer:

Skills in
processing
 Actual
arrivals and
presentation
departures for
 Lecture/
different types of
discussion
guests within
 Demonstration/
enterprise
application
Face-to face
acceptable time
frames
Actual

Ability to
presentation
check arrival
Lecture/
details, allocate
discussion
rooms and
Demonstration/
inform
application
concerned
departments on
special
arrangements in
accordance with
established
standards
 Skills within an
environment
that includes
industrycurrent front
office
equipment and
technology in
accordance
with
established
requirements
 Interpersonal
communication
with others in
Trainees must be
provided with
the following:
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
Face-to face
assessment
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
and send-bill
arrangements
accordance
with
established
standards
 Ability to
complete guest
registration,
departure and
reporting
documentation
accurately in
accordance
with
established
standards
LO 3. Computerize reservation system is operated
Assessment
Criteria
1. Reservation
system is
accessed and
accurately
interpreted based
on property
standards
2. All system
features are used
to access a range
of information
Contents
1. Arrival details
may individuals or
groups
2. Reservation
details include
name/company,
contact details
3. Arrival and
departures times,
length of stay
4. Type of
accommodation
required/bed
configuration,
payment details,
special requests
and
rates/discounts
5. Accounting
procedures
during arrival and
departure
includes Credit
card payments,
Pre-payments (full
payment),
deposits (Partial
payment),
Vouchers and
discount rates,
group rates,
refunds, checking
of final guests
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Online learning
through
internetconnected
computer:

Skills in
processing
 Actual
arrivals and
presentation
departures for
 Lecture/
different types of
discussion
guests within
 Demonstration/
enterprise
application
Face-to face
acceptable time
frames
Actual

Ability to
presentation
check arrival
Lecture/
details, allocate
discussion
rooms and
Demonstration/
inform
application
concerned
departments on
special
arrangements in
accordance with
established
standards
 Skills within an
environment
that includes
industrycurrent front
office
equipment and
technology in
Trainees must be
provided with
the following:
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
Face-to face
assessment
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
accounts,
payments for
additional
services such as
phone calls,
meals, mini-bar,
issuing of receipts
and send-bill
arrangements
accordance
with
established
requirements
 Interpersonal
communication
with others in
accordance
with
established
standards
 Ability to
complete guest
registration,
departure and
reporting
documentation
accurately in
accordance
with
established
standards
LO 4. Perform “During Stay” function
Assessment
Criteria
1. All guest
requests during
in-stay are
addressed
according to
property
standards.
2. All inquiries
are responded
promptly to guest
satisfaction.
Contents
1. Arrival details
may individuals or
groups
2. Reservation
details include
name/company,
contact details
3. Arrival and
departures times,
length of stay
4. Type of
accommodation
required/bed
configuration,
payment details,
special requests
and
rates/discounts
5. Accounting
procedures
during arrival and
departure
includes Credit
card payments,
Pre-payments (full
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Online learning
through
internetconnected
computer:

Skills in
processing
 Actual
arrivals and
presentation
departures for
 Lecture/
different types of
discussion
guests within
 Demonstration/
enterprise
application
Face-to face
acceptable time
frames
Actual

Ability to
presentation
check arrival
Lecture/
details, allocate
discussion
rooms and
Demonstration/
inform
application
concerned

departments on
special
arrangements in
accordance with
established
standards
Trainees must be
provided with
the following:
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
Face-to face
assessment
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
payment),
deposits (Partial
payment),
Vouchers and
discount rates,
group rates,
refunds, checking
of final guests
accounts,
payments for
additional
services such as
phone calls,
meals, mini-bar,
issuing of receipts
and send-bill
arrangements
 Skills within an
environment
that includes
industrycurrent front
office
equipment and
technology in
accordance
with
established
requirements
 Interpersonal
communication
with others in
accordance
with
established
standards
 Ability to
complete guest
registration,
departure and
reporting
documentation
accurately in
accordance
with
established
standards
LO 5. Organize guest departure
Assessment
Criteria
1. Departure lists
are reviewed and
checked for
accuracy
2. Guest requests
for assistance
with departure
are
acted upon
courteously or
referred to the
appropriate
department for
follow-up
Contents
1. Arrival details
may individuals or
groups
2. Reservation
details include
name/company,
contact details
3. Arrival and
departures times,
length of stay
4. Type of
accommodation
required/bed
configuration,
payment details,
special requests
and
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Online learning
through
internetconnected
computer:

Skills in
processing
 Actual
arrivals and
presentation
departures for
 Lecture/
different types of
discussion
guests within
 Demonstration/
enterprise
application
Face-to face
acceptable time
frames
Actual

Ability to
presentation
check arrival
Lecture/
details, allocate
discussion
rooms and
Demonstration/
Trainees must be
provided with
the following:
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
Face-to face
assessment
 Direct
Observation
rates/discounts
5. Accounting
procedures
during arrival and
departure
includes Credit
card payments,
Pre-payments (full
payment),
deposits (Partial
payment),
Vouchers and
discount rates,
group rates,
refunds, checking
of final guests
accounts,
payments for
additional
services such as
phone calls,
meals, mini-bar,
issuing of receipts
and send-bill
arrangements
inform
concerned
departments on
special
arrangements in
accordance with
established
standards
 Skills within an
environment
that includes
industrycurrent front
office
equipment and
technology in
accordance
with
established
requirements
 Interpersonal
communication
with others in
accordance
with
established
standards
 Ability to
complete guest
registration,
departure and
reporting
documentation
accurately in
accordance
with
established
standards
application
 Role play
 Case studies
 Review of
portfolios
Conditions
Methodologies
Trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Actual
presentation
 Lecture/
discussion
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Direct
Observation
 Role play
LO 6. Prepare front office records and reports
Assessment
Criteria
1. Front office
records are
prepared and
updated within
designated
timelines
2. Room changes,
no shows,
extensions and
Contents
1. Arrival details
may individuals or
groups
2. Reservation
details include
name/company,
contact details
3. Arrival and
departures times,
GenesisColleges,Inc./FOSNCII
Skills in
processing
arrivals and
departures for
different types of

early/late
departures are
correctly
followed.
3. Reports and
records are
distributed to the
appropriate
departments
within designated
timelines
length of stay
4. Type of
accommodation
required/bed
configuration,
payment details,
special requests and
rates/discounts
5. Accounting
procedures during
arrival and
departure includes
Credit card
payments, Prepayments (full
payment), deposits
(Partial payment),
Vouchers and
discount rates,
group rates,
refunds, checking of
final guests
accounts, payments
for additional
services such as
phone calls, meals,
mini-bar, issuing of
receipts and sendbill arrangements
GenesisColleges,Inc./FOSNCII
guests within
 Demonstration/
enterprise
application
Face-to face
acceptable time
frames
Actual

Ability to
presentation
check arrival
Lecture/
details, allocate
discussion
rooms and
Demonstration/
inform
application
concerned
departments on
special
arrangements in
accordance with
established
standards
 Skills within an
environment
that includes
industrycurrent front
office
equipment and
technology in
accordance
with
established
requirements
 Interpersonal
communication
with others in
accordance
with
established
standards
 Ability to
complete guest
registration,
departure and
reporting
documentation
accurately in
accordance
with
established
standards
 Case studies
 Review of
portfolios
Face-to face
assessment
 Direct
Observation
 Role play
 Case studies
 Review of
portfolios
Unit of Competency
: CONDUCT NIGHT AUDIT
Module Title
: CONDUCTING NIGHT AUDIT
Module Descriptor
: This module deals with skills and knowledge required to check
and reconcile daily financial transactions and records, and produce
reports relating to establishment operations and revenue
Nominal Duration
: 80 Hours + 12.5 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Process internal financial transactions
LO 2. Complete routine records and reports
Details of Learning Outcomes:
LO 1. Process internal financial transactions
Assessment
Criteria
1. Transactions
are double
checked to
ensure that they
have posted in
the property’s
computerized
system.
2. Financial and
system
discrepancies is
identified and
reconciled
according to
property
standards.
3. Room rates and
room status are
verified and
reconciled to
guest of the
property.
4. Internal
financial system
and control is
suggested for
improvements in
Contents
Conditions
1. Transactions in
Food and
beverage, mini
bar, Laundry and
other services,
and Interdepartment
vouchers
2. Financial
discrepancies in
incorrect
posting, errors in
guest folios,
computer errors,
system glitches,
interface errors
between system
and Errors in
source
documentation
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online learning
through
internetconnected
computer:
 Ability to check

Demonstration
and balance a
 Lecture/
range of
discussion
transactions
 Presentation
 Ability to
identify and
Face-to face
rectify
discrepancies Demonstration/
application
 Articulate the
Lecture/
night audit
discussion
process
impacts on
Actual
overall
presentation
financial
management
 Skills on the
use of current
front office
technology and
equipment





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Observation
Oral
questioning
Written
Examination
Demonstration
Portfolios
Face-to face
assessment
 Demonstration
 Direct
Observation
 Written
Examination
 Oral
questioning
 Portfolios
the property’s
operation.
LO 2. Complete routine records and reports
Assessment
Criteria
1. Routine
records and
reports are
accurately
completed within
designated
timelines
2. Reports are
promptly
forwarded to the
appropriate
person/
department
Contents
Conditions
1. Records and
reports in room
rates,
occupancy,
arrivals and
departures, sales
performance,
breakdown by
department,
commission
earnings,
supplier activity,
sales returns,
commercial
account activity
and Foreign
currency
activities
2. Financial system
in petty cash,
floats, debtor
control,
cashiering and
banking
procedures
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online learning
through
internetconnected
computer:
 Financial
 Demonstration
reporting
 Lecture/
cycles and
discussion
procedures in a
 Presentation
front office
context
Face-to face
 Financial

Demonstration/
checking and
application
reporting
processes in
Lecture/
the overall
discussion
financial
Actual
management of
presentation
an
establishment
 Auditing of
transactions
from several
operating
periods






Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Observation
Oral
questioning
Written
Examination
Demonstration
Portfolios
Problem
solving
Face-to face
assessment
 Demonstration
 Direct
Observation
 Written
Examination
 Oral
questioning
 Portfolios
Problem
solving
 Simulation
Unit of Competency
: PROVIDE CLUB RECEPTION SERVICES
Module Title
: PROVIDING CLUB RECEPTION SERVICES
Module Descriptor
: This module covers the skills and knowledge required to offer
reception services within a licensed club environment.
Nominal Duration
: 40 Hours + 10 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1. Provide information on club services and processes membership
LO 2. Monitor entry to club
Details of Learning Outcomes:
LO 1. Provide information on club services and processes membership
Assessment
Criteria
1. Accurate
advice and
information on
club services
and facilities is
provided to
customers and
club
members as
required
according to
established
standards
2. Club
membership and
club rules are
explained to
the public and
members
following the
standard
procedures
3. Membership
application forms
are clearly
explained
and completely
filled up in
Contents
1. Club services
and facilities
include
restaurant and
cafes, Gaming
facilities, Shows
and attractions,
prize nights and
special events,
games and
sporting
facilities,
Gymnasiums
and health
facilities,
member club
and
associations,
computer rooms
and internet
facilities,
community
courses and
training
programs, and
member
benefits
2. Club particular
GenesisColleges,Inc./FOSNCII
Conditions
Trainees must be
provided with the
following:
 Ability to respond
to inquiries on
and explain the
club’s facilities
and services
 Ability to monitor
entry to club
 Club membership
rules, conditions,
benefits and
entitlements
 Customer service
skills for dealing
tactfully and
politely with
customers
Methodologies
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Written
Examination
Demonstration
Portfolios
Observation
Oral
questioning
Online
learning
through
internetconnected
computer:
 Lecture/

discussion
 Presentation

 Demonstration 

Face-to face

Lecture/
discussion
Demonstration/ Face-to face
assessment
application
 Demonstration
Actual
 Direct
presentation
Observation
 Oral
questioning
 Portfolios
Written
Examination
accordance with
the
enterprise
requirements
4. Membership
records are
checked and
maintained
according to
standard
procedures
requirements
and legislative
requirements of
the locality
LO 2. Monitor entry to club
Assessment
Criteria
1. Membership
badges/cards are
checked upon
entry to
the club in
accordance with
established
standards
2. Guests are
assisted to “sign
in” accordance
with
government and
enterprise
requirements
3. Members and
guests are
checked to
comply with
dress and age
regulations in
accordance with
established
policy and
procedures
4. Disputes over
entry to club are
referred to
security,
supervisor or
other relevant
person according
to
enterprise policy
Contents
1. Club services and
facilities include
restaurant and cafes,
Gaming facilities,
Shows and
attractions, prize
nights and special
events, games and
sporting facilities,
Gymnasiums and
health facilities,
member club and
associations,
computer rooms and
internet facilities,
community courses
and training
programs, and
member benefits
2. Club particular
requirements and
legislative
requirements of the
locality
GenesisColleges,Inc./FOSNCII
Conditions
Trainees must be
provided with the
following:
Methodologies
Online
learning
through
internetconnected
computer:
 Demonstration
 Lecture/
discussion
 Presentation
 Ability to
respond to
inquiries on and
explain the
club’s facilities
and services
 Ability to monitor
Face-to face
entry to club
Demonstration/
 Club
application
membership
rules, conditions, Actual
presentation
benefits and
entitlements
Lecture/
discussion
 Customer
service skills for
dealing tactfully
and politely with
customers
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written
Examination
 Observation
 Oral
questioning
 Demonstration
 Portfolios
Face-to face
assessment
 Demonstration
 Written
Examination
 Direct
Observation
 Oral
questioning
 Portfolios
Unit of Competency
: PROVIDE CONCIERGE AND BELL SERVICE
Module Title
: PROVIDING CONCIERGE AND BELL SERVICE
Module Descriptor
: This module covers the knowledge, skills and attitudes in
providing bell and concierge services required for handling guest
arrival and departures, handling guest luggage and responding to
requests for bell desk services
Nominal Duration
: 30 Hours + 10 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1.Handle guest arrivals and departures
LO 2.Handle guest luggage
LO 3.Respond to request for concierge services
LO 4. Manage intoxicated person
Details of Learning Outcomes:
LO 1. Handle guest arrivals and departures
Assessment
Criteria
1. Expected daily
arrivals and
departures and
requests
for major guest
movements are
reviewed and
planned
in accordance
with established
standards
2. Guests are
welcomed
promptly on
arrival and
directed
to the appropriate
area for
registration
3. Guests with
luggage are
assisted in
accordance with
established
Contents
Conditions
1. Luggage
markings and
tagging system
2. Carrying
capacities of
trolleys
3. Designated
routes for moving
luggage through
public areas
4. Restrictions on
areas into which
luggage can be
taken
5. Order in which
luggage is to be
moved
6. Safety standards
for lifting heavy
items
7. Safe manual
handling of
luggage which
includes loading
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online
learning
through
internetconnected
computer:
 Lecture/
discussion
 Presentation
 Demonstration
 Handle
luggage
services for
guest arrivals
and departures
 Collect and
transport guest
Face-to face
luggage
Lecture/
 Provide bell
discussion
desk services

Demonstration/
 Show and
application
explain room
features upon Actual
presentation
guest’s arrival
 Demonstration
skills in
interpersonal
communication
with others
 Communicatio





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Written
Examination
Demonstration
Portfolios
Observation
Oral
questioning
Face-to face
assessment
 Demonstration
 Direct
Observation
 Oral
questioning
 Portfolios
Written
Examination
procedures and
safety
requirements
4. Guests are
escorted to rooms
and where
appropriate
courteously
showed/
explained the
establishment/r
oom features in
accordance with
established
procedures
and unloading
luggage from
vehicles and
handling fragile
items
8. Procedures for
taking luggage
from rooms
9. Placement of
luggage within
rooms
10. Group luggage
procedures
11. Handling
protocols for
dealing with group
arrivals and
departments
n skills
 Occupational
health and
safety
procedures for
luggage
 Knowledge of a
range of typical
bell desk
services
 Procedures and
systems for
movement of
luggage
 Features of
luggage
system
 Ability to
provide
courteous and
friendly service
to guest
 Ability to safely
handle luggage
and use
luggage
storage system
LO 2. Handle guest luggage
Assessment
Criteria
1. Guest luggage
is safely
transported and
delivered to
the correct
location within
appropriate
timeframe
2. Luggage
storage system is
operated
correctly and in
accordance with
established
procedures and
security
requirements
3. Luggage is
marked and
accurately stored
to allow for
Contents
Conditions
1. Luggage markings
and tagging system
2. Carrying
capacities of trolleys
3. Designated routes
for moving luggage
through public areas
4. Restrictions on
areas into which
luggage can be taken
5. Order in which
luggage is to be
moved
6. Safety standards
for lifting heavy items
7. Safe manual
handling of luggage
which includes
loading and
unloading luggage
from vehicles and
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online
learning
through
internetconnected
computer:
 Demonstration
 Lecture/
discussion
 Presentation
 Handle
luggage
services for
guest arrivals
and departures
 Collect and
transport guest
Face-to face
luggage
Demonstration/
 Provide bell
application
desk services

Actual
 Show and
presentation
explain room
features upon Lecture/
discussion
guest’s arrival
 Demonstration
skills in
interpersonal
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written
Examination
 Observation
 Oral
questioning
 Demonstration
 Portfolios
Face-to face
assessment
 Demonstration
 Written
Examination
 Direct
Observation
 Oral
easy retrieval
following the
established
procedures
4. Luggage is
placed correctly
within the storage
system
handling fragile
items
8. Procedures for
taking luggage from
rooms
9. Placement of
luggage within rooms
10. Group luggage
procedures
11. Handling
protocols for dealing
with group arrivals
and departments
communication
with others
 Communicatio
n skills
 Occupational
health and
safety
procedures for
luggage
 Knowledge of a
range of typical
bell desk
services
 Procedures and
systems for
movement of
luggage
 Features of
luggage
system
 Ability to
provide
courteous and
friendly service
to guest
 Ability to safely
handle luggage
and use
luggage
storage system
questioning
 Portfolios
LO 3. Respond to request for concierge services
Assessment
Criteria
1. Concierge is
provided
promptly and in
accordance
with
establishment’s
security and
safety
requirements
2. Colleagues
and other
departments are
liaised to
ensure effective
response to
concierge service
requests.
Contents
1. Concierge
services include
mail, messages,
organization of
transport, luggage
pick up, paging of
guests,
2. Preparation of
guest information
directories,
normally done at
the reception area
GenesisColleges,Inc./FOSNCII
Conditions
Trainees must be
provided with
the following:
Methodologies
Online
learning
through
internetconnected
computer:
 Demonstration
 Lecture/
discussion
 Presentation
 Provide bell
desk services
 Show and
explain room
features upon
guest’s arrival
 Demonstration
Face-to face
skills in
Actual
interpersonal
presentation
communication
Demonstration/
with others
application
 Communicatio
Lecture/
n skills





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Observation
Oral
questioning
Portfolios
Written
Examination
Demonstration
Face-to face
assessment
 Demonstration
 Knowledge of a
range of typical
bell desk
services
 Ability to
provide
courteous and
friendly service
to guest
discussion
 Direct
Observation
 Written
Examination
 Oral
questioning
 Portfolios
LO 4. Manage intoxicated person
Assessment
Criteria
1. Levels of
intoxication of
customers are
determined
2. Difficult
situations are
referred to an
appropriate
person
3. Appropriate
procedures are
applied to the
situation
and in
accordance with
enterprise policy
4. Legislative
requirements are
applied
Contents
1. Handling
protocols for
dealing with
group arrivals and
departments
2. Provide
courteous and
friendly service to
guest
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Trainees must
be provided
with the
following:
Online
learning
through
internetconnected
computer:
 Lecture/
discussion
 Presentation
 Demonstration
 Provide bell
desk services
 Show and
explain room
features upon
guest’s arrival
 Demonstration Face-to face
Lecture/
skills in
discussion
interpersonal
communicatio Demonstration/
application
n with others
 Communicatio Actual
presentation
n skills
 Knowledge of
a range of
typical bell
desk services
 Ability to
provide
courteous and
friendly
service to
guest





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Written
Examination
Demonstration
Portfolios
Observation
Oral
questioning
Face-to face
assessment
 Demonstration
 Direct
Observation
 Oral
questioning
 Portfolios
Written
Examination
Unit of Competency
: PROVIDE CASHIERING SERVICES
Module Title
: PROVIDING CASHIERING SERVICES
Module Descriptor
: This module covers the skills and knowledge required to provide
cashiering service of a Front Office personnel
Nominal Duration
: 40 Hours + 10 hrs. SIL
Qualification Level
: NC II
Summary of Learning Outcomes:
Upon completion of this module, the trainees must be able to:
LO 1.Prepare guest folio
LO 2.Collect cash, cash equivalents or non-cash transactions
LO 3.Process receipts and payments
LO 4. Reconcile financial transactions at the end of the shift
Details of Learning Outcomes:
LO 1. Prepare guest folio
Assessment
Criteria
1. Check with
other
departments of
any unposted or
late charges. All
unposted or late
charges are
posted in the
property’s
computerized
system.
2. Guest folio is
printed out and
readied to be
presented
to guest.
3. Guest folio is
presented to
guest for review
and approval.
Contents
Conditions
Methodologies
1. Transactions
may include credit
card, checks, cash
payout, posting
charges, account
settlement,
auditing account,
accounts
receivable,
accounts payable,
debit cards,
deposits, advance
payments,
vouchers,
company charges,
refunds, traveler
check, foreign
currency, and
other financial
transactions
2. Non-cash
documents may
include vouchers,
posting charges
and other financial
Trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Lecture/
discussion
 Presentation
 Demonstration
GenesisColleges,Inc./FOSNCII
 Knowledge on
enterprise
policies on
guest and
account
management
Face-to face
 Skills in

Lecture/
interpersonal
discussion
communication
Demonstration/
with others
application
 Skills in

Actual
numerical and
presentation
financial
management
skills
 Knowledge of
revenue
recognition
 Understanding
a computerized





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Written
Examination
Demonstration
Portfolios
Observation
Oral
questioning
Face-to face
assessment
 Demonstration
 Direct
Observation
 Oral
questioning
 Portfolios
Written
Examination
transactions
cashiering
system
 Ability to
provide
courteous and
friendly
services to
guest
 Ability to
perform
financial
transactions
and recording
the transaction
in guest
account
LO 2.Collect cash, cash equivalents or non-cash transactions
Assessment
Criteria
1. Cash is
accepted and
counted in front of
the customer.
2. Credit cards or
Debit cards is
processed
according to
enterprise
standards.
3. Payment
through accepted
foreign currency
is
processed
according to
property
standards.
4. Traveler’s
check is
processed
according to
property
standards.
5. Other billing
settlement is
processed using
property
standards.
Contents
Conditions
Methodologies
1. Transactions may
include credit card,
checks, cash payout,
posting charges,
account settlement,
auditing account,
accounts receivable,
accounts payable,
debit cards,
deposits, advance
payments, vouchers,
company charges,
refunds, traveler
check, foreign
currency, and other
financial
transactions
2. Non-cash
documents may
include vouchers,
posting charges and
other financial
transactions
Trainees must be
provided with
the following:
Online learning
through
internetconnected
computer:
 Demonstration
 Lecture/
discussion
 Presentation
GenesisColleges,Inc./FOSNCII
 Knowledge on
enterprise
policies on
guest and
account
management
Face-to face
 Skills in

Demonstration/
interpersonal
application
communication
with others
Actual
presentation
 Skills in
numerical and Lecture/
financial
discussion
management
skills
 Knowledge of
revenue
recognition
 Understanding
a computerized
cashiering
system
 Ability to
provide
courteous and
friendly
services to
guest
Assessment
Methods
Online
Assessment
through
internetconnected
computer:
 Written
Examination
 Observation
 Oral
questioning
 Demonstration
 Portfolios
Face-to face
assessment
 Demonstration
 Written
Examination
 Direct
Observation
 Oral
questioning
 Portfolios
 Ability to
perform
financial
transactions
and recording
the transaction
in guest
account
LO 3. Process receipts and payments
Assessment
Contents
Criteria
1. Transactions may
1. Cash, cash
include credit card,
equivalents or
checks, cash
non cash
payout, posting
transactions
charges, account
received from
settlement, auditing
guest is
account, accounts
accurately
receivable,
processed
accounts payable,
according
debit cards,
to property
deposits, advance
standards.
payments,
2. Receipts are
correctly issued vouchers, company
charges, refunds,
and presented
traveler check,
to guest.
3. Transactions foreign currency,
are recorded to and other financial
guest account in transactions
2. Non-cash
the
documents may
computerized
include vouchers,
system.
posting charges
Checked out
and other financial
guest is
transactions
processed
based on
property
standards.
4. Transactions
are expediently
performed to
the
satisfaction of
guest and
according to
property
standards.
GenesisColleges,Inc./FOSNCII
Conditions
Methodologies
Trainees must be
provided with the
following:
Online learning
through
internetconnected
computer:
 Demonstration
 Lecture/
discussion
 Presentation
 Knowledge on
enterprise
policies on
guest and
account
management
Face-to face
 Skills in
Actual
interpersonal
presentation
communication
with others
Demonstration/
application
 Skills in
numerical and
Lecture/
financial
discussion
management
skills
 Knowledge of
revenue
recognition
 Understanding a
computerized
cashiering
system
 Ability to
provide
courteous and
friendly
services to
guest
 Ability to
perform
financial
transactions and
recording the
transaction in
guest account





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Observation
Oral
questioning
Portfolios
Written
Examination
Demonstration
Face-to face
assessment
 Demonstration
 Direct
Observation
 Written
Examination
 Oral
questioning
 Portfolios
LO 4. Reconcile financial transactions at the end of the shift
Assessment
Criteria
1. Balancing of
cash float are
performed in
accordance
with property
standards
2. Cash, cash
equivalents and
non-cash
documents are
segregated and
accurately
counted.
3. Balance of
between
computerized
system and sum
of
cash and noncash transactions
is accurately
determined,
tallied and
balanced.
4. Transactions
are recorded and
processed
according to
property
standards.
5. Cashier’s
account is
properly closed
based on
property
standards.
6. Source
documents are
properly filed and
stored.
Contents
Conditions
1.
Transactions
may include credit
card, checks, cash
payout, posting
charges, account
settlement, auditing
account, accounts
receivable,
accounts payable,
debit cards,
deposits, advance
payments,
vouchers, company
charges, refunds,
traveler check,
foreign currency,
and other financial
transactions
2.
Non-cash
documents may
include vouchers,
posting charges
and other financial
transactions
Trainees must be
provided with
the following:
GenesisColleges,Inc./FOSNCII
Methodologies
Online
learning
through
internetconnected
computer:
 Demonstration
 Lecture/
discussion
 Presentation
 Knowledge on
enterprise
policies on
guest and
account
management
 Skills in
Face-to face
interpersonal
communication Lecture/
discussion
with others
Actual
 Skills in
presentation
numerical and
financial
Demonstration/
management
application
skills
 Knowledge of
revenue
recognition
 Understanding
a computerized
cashiering
system
 Ability to
provide
courteous and
friendly
services to
guest
 Ability to
perform
financial
transactions
and recording
the transaction
in guest
account





Assessment
Methods
Online
Assessment
through
internetconnected
computer:
Observation
Demonstration
Oral
questioning
Written
Examination
Portfolios
Face-to face
assessment
 Written
Examination
 Demonstration
 Direct
Observation
 Oral
questioning
 Portfolios