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COMPETENCY BASED LEARNING

MATERIAL

Picture:
The picture is an action picture
of the competency
with TESDA official logo

Sector:

TOURISM

Qualification Title:

FRONT OFFICE SERVICES NC II

Unit of Competency:

Receive and Process Reservations

Module Title:
Reservations

Receiving and Processing

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 0 of 51

NAME OF SCHOOL
(the school that developed the CBLM should be reflected
in the cover page)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 1 of 51

HOW TO USE THIS COMPETENCY-BASED LEARNING


MATERIAL
The unit of competency, Receive and Process Reservations, is one of
the competencies of FRONT OFFICE SERVICES NCII, a course which
comprises the knowledge, skills, and attitudes required for a TVET trainee to
possess.
The module, Receiving and Processing Reservations, contains training
materials and activities related to receiving reservation request, recording
details of reservation, updating reservations and advising others on
reservation details.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-checks, Operation Sheets, Task Sheets,
and Job Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Remember to:

Read information sheet and complete the self-checks.

Perform the Task Sheets, Operation Sheets, and Job Sheets until you
are confident that your outputs conform to the Performance Criteria
Checklists that follow the said work sheets.

Submit outputs of the Task Sheets, Operation Sheets, and Job Sheets
to your facilitator for evaluation and recording in the Achievement
Chart. Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of
your assessment will be recorded in your Achievement Chart and
Progress Chart.
You must pass the Institutional Competency Evaluation for this

competency

before

moving

to

another

competency.

Certificate

of

Achievement will be awarded to you after passing the evaluation.


You need to complete this module before you can perform the module
on Operating a Computerized Reservation System.
Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 2 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 3 of 51

FRONT OFFICE SERVICES NC II


COMPETENCY BASED LEARNING MATERIALS
LIST OF COMPETENCIES
No.
1

Unit of Competency

Module Title

Code

Receive and process

Receiving and processing

TRS51230

reservations

reservations

Operate a computerized

Operating a computerized

TRS512302

reservation system

reservation system

Provide accommodation

Providing accommodation

reception services

reception services

Conduct night audit

Conducting night audit

TRS512304

Provide club reception

Providing club reception

TRS512305

services

services

Provide porter services

Providing porter services

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

TRS512303

TRS512306

Document No. BTAC-FO2-0301


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MODULE CONTENT

UNIT OF COMPETENCY:

Receive and Process Reservations

MODULE TITLE:

Receiving

and

Processing

Reservations

MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitudes in receiving and
processing

reservations.

It

details

the

requirements

for

receiving

reservation request, recording details of reservation, updating reservations


and advising others on reservation details.
Nominal Duration: 23 hours
At the end of this module, you MUST be able to:
1.
2.
3.
4.

Receive reservation request


Record details of reservation
Update reservations
Advise others on reservation details

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 5 of 51

COMPETENCY SUMMARY

Qualification Title

Front Office Services NC II

Unit of Competency

Receive and Process Reservations

Module Title
Reservations

Receiving and Processing

Introduction
This unit of competency deals with the skills, knowledge and attitude
required to receive and process reservations for a tourism or hospitality
product or service offered for sale through agents or direct to the consumer.
Learning Outcomes:
Upon completion of this module, you MUST be able to:
1.
2.
3.
4.

Receive reservation request


Record details of reservation
Update reservations
Advise others on reservation details

ASSESSMENT CRITERIA
1. Determined the availability of the reservation and advised the customer
accordingly.
2. Offered alternatives, including waitlist options, if requested booking is
not available.
3. Responded to inquiries regarding rates and other product features
according to established procedures.
Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 6 of 51

4. Recorded customer details completely and accurately against his/her


booking in a manner which ensures correct interpretation by others who
may access the reservation details.
5. Checked customer profile or history, if available, and used information to
assist in making the reservation and to enhance customer service.
6. Recorded special requests clearly in accordance with established
requirements.
7. Confirmed all details of customer bookings to the customer and ensured
that he/she understands and agrees to all details.
8. Filed reservations in a manner which ensures easy access by others and
in accordance with established procedures
9. Prepared documents and other materials and issued the same to the
customer in accordance with the requirements of the specific reservation.
10. Updated financial status of the reservation accurately in accordance
with established procedures.
11. Received, processed and recorded amendments or cancellations of
reservations in accordance with customer request and established
procedures.
12. Communicated general and specific customer requirements and
reservation details to appropriate departments and colleagues.
13. Compiled and provided accurate and relevant reservation statistics to
concerned people or departments.
14. Demonstrated skills in receiving and processing reservations for multiple
product booking according to established procedures.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 7 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

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RECEIVE RESERVATION REQUEST

LEARNING OUTCOME #1

CONTENTS:
Overview on Reservation
Product Information and Features
Determining Occupancy & Availability
ASSESSMENT CRITERIA:
1. Availability of the reservation is determined and advised to the
customer.
2. Alternatives, including waitlist options, are offered if requested booking
is not available.
3. Inquiries regarding rates and other product features are responded to
according to established procedures.

CONDITIONS: The student/trainee must be provided with the following:

Equipment: computer, telephone


Materials: pen, paper
Front Office forms (in MS Excel or hard copy)

ASSESSMENT METHODS:

Written Test

Oral Questioning/Interview

Demonstration/Role Play

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 9 of 51

Learning Experiences
Learning Outcome 1
Receive Reservation Request
Learning Activities

Special Instructions

Read Information Sheet 1.1-1:

This Learning Outcome deals with the

Introduction to Reservations

development of the Institutional

Answer Self-check 1.1-1

Competency Evaluation Tool which


trainers use in evaluating their trainees

Read Information Sheet 1.1-2:

after finishing a competency of the

Product Information and

qualification.

Features

Go through the learning activities

Answer Self-check 1.1-2


Read Information Sheet 1.1-3:
Determining Occupancy &
Availability

outlined for you on the left column to gain


the necessary information or knowledge
before doing the tasks to practice on
performing the requirements of the
evaluation tool.

Answer Self-check 1.1-3

The output of this LO is a complete

Perform Task Sheet 1.1-3 on

Institutional Competency Evaluation

How to Use the Reservation

Package for one Competency of Front

Form

Office Services NC II. Your output shall


serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
Feel free to show your outputs to your
trainer as you accomplish them for
guidance and evaluation.
After doing all the activities for this LO,
you are ready to proceed to the next LO:
Recording Details of Reservation

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 10 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 11 of 51

Information Sheet 1.1-1


INTRODUCTION TO RESERVATIONS
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Content of the information sheet should be concise and should include


instructional illustrations, tables, forms (whichever are applicable)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 12 of 51

Self-Check 1.1-1: TRUE OR FALSE


1.) Manual reservation is faster and more reliable when it comes to
compiling reservation statistics.
2.) In telephone reservation, the FO clerk should still smile though
not seen by the caller.
3.) VIPs are given the privilege of not going through the usual
check-in process because of security reasons as well as for their
convenience.
4.) E-mail is the most commonly used means to book a hotel
accommodation by the general public.
5.) Reservation for a hotel accommodation is the service provided
exclusively by the hotels Reservation Department.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 13 of 51

Answers to Self-Check 1.1-1


1.)
2.)
3.)
4.)
5.)

false
true
true
false
false

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

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Information Sheet 1.1-2


PRODUCT INFORMATION & FEATURES
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 15 of 51

Self-Check 1.1-2: TRUE OR FALSE


1.) If the reservation is guaranteed, the guest is covered by the 6
oclock policy.
2.) Fifty percent DP upon check in is a universal policy among fivestar hotels.
3.) It is normal for a hotel to charge more for every room occupant
added.
4.) The FO clerk should be knowledgeable about the nitty-gritty
operations of the different outlets in the hotel.
5.) Hot & cold shower is a standard room amenity among major
hotels.

Answers to Self-Check 1.1-2


1.) false
2.) false
3.) true
Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 16 of 51

4.) false
5.) true

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 17 of 51

Information Sheet 1.1-3


DETERMINING OCCUPANCY & AVAILABILITY

Learning Objectives:
After reading this information sheet, you must be able to:
1.) understand the basic principles in determining occupancy
2.) use the sample forms in a role play featuring receiving reservations

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 18 of 51

Self-Check 1.1-3: TRUE OR FALSE


1.) A guaranteed no-show means that the room can still be
occupied by other guests.
2.) Overselling, when done aggressively, may lead to a
considerable number of walked guests.
3.) The hotel should compensate the walked guest in some way.
4.) The availability board shows guest history.
5.) Early departure affects the room availability status of the hotel
rooms.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 19 of 51

Answers to Self-Check 1.1-3


1.)
2.)
3.)
4.)
5.)

false
true
true
false
true

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 20 of 51

Task Sheet 1.1-3

Title: How to Use the Reservation Form


Performance Objective: To ensure that using the reservation form is
done correctly, given that the candidate is provided with the
necessary tools/materials to successfully do what is indicated in
the said task sheet.
Supplies: Reservation form, availability board, pen, paper, related
information sheet
Equipment: none
Steps/Procedure:
1.) Refer to the availability board and check which room types are
available on certain dates.
2.) Refer to the reservation form
3.) Accomplish the reservation form by filling out the information
fields using your own sample data.
Assessment Method:
Use the Performance Criteria Checklist

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 21 of 51

Performance Criteria Checklist for Task Sheet 1.1-3


Criteria
1. Important information fields in the reservation form are

YES

NO

filled out.
2. The sample dates selected reflect as available for selling
in the availability board.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 22 of 51

RECORD DETAILS OF RESERVATION

LEARNING OUTCOME #2

CONTENTS:
Guest Information that the Front Office (FO) Clerk Should Ask
General & Specific Customer Requirements
ASSESSMENT CRITERIA:
1. Complete customer details are accurately recorded against their
booking in a manner which ensures correct interpretation by others who
may access the reservation details
2. Customer profile or history, if available, is checked, and information is
used to assist in making the reservation and to enhance customer service
3. Special requests are clearly recorded in accordance with established
requirements
4. All details of customer bookings are confirmed to the customer and it
is ensured that they understand and agree to all details
5. Reservations are filed in a manner which ensures easy access by
others and is in accordance with established procedures
6. Documents and other materials are prepared and issued to the
customer in accordance with the requirements of the specific reservation

CONDITIONS: The student/trainee must be provided with the following:

Equipment: telephone
Materials: pen, paper
Reservation form
Availability board

ASSESSMENT METHODS:

Written Test

Oral Questioning/Interview

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 23 of 51

Demonstration/Role Play
Learning Experiences

Learning Outcome 2
Record Details of Reservation
Learning Activities

Special Instructions

Read Information Sheet 1.2-1:

This Learning Outcome deals with the

Guest Information that the FO

development of the Institutional

Clerk Should Ask

Competency Evaluation Tool which

Answer Self-check 1.2-1


Perform Task Sheet 1.2-1 on
Record Details of Reservation
Read Information Sheet 1.2-2:
General & Specific Customer

trainers use in evaluating their trainees


after finishing a competency of the
qualification.
Go through the learning activities
outlined for you on the left column to gain
the necessary information or knowledge

Requirements

before doing the tasks to practice on

Answer Self-check 1.2-2

evaluation tool.

performing the requirements of the

The output of this LO is a complete


Institutional Competency Evaluation
Package for one Competency of Front
Office Services NC II. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
Feel free to show your outputs to your
trainer as you accomplish them for
guidance and evaluation.
After doing all the activities for this LO,
you are ready to proceed to the next LO:
Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 24 of 51

Update Reservations

Information Sheet 1.2-1


GUEST INFORMATION THAT THE FO CLERK SHOULD ASK
Learning Objectives:
After reading this information sheet, you must be able to:

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 25 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 26 of 51

Self-Check 1.2-1: MULTIPLE CHOICE

1. The FO clerk should ask for the most important information first which is
a. billing arrangement
b. arrival and departure dates
c. company name
d. mode of payment

2. Customer profile includes the following except


a. name
b. e-mail
c. present salary grade
d. address

3. The main reason for determining arrival and departure dates at the outset
is
a. to know the plan of the caller
b. to record it in the reservation form
c, to check as soon as possible if theres an available room during the given
dates
d. to update needed changes in the reservation

4. The caller who requests for hotel booking could be the


Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 27 of 51

a. booking person
b. would-be guest himself
c. a & b are correct
d. only b is correct

5. The following includes the different modes of payment except


a. credit card
b. cash
c. charge to company
d. promissory note

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 28 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 29 of 51

Answers to Self-Check 1.2-1:


1. b
2. c
3. c
4. c
5. d

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 30 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 31 of 51

Task Sheet 1.2-1


Title: Record Details of Reservation
Performance Objective: To ensure that recording details of
reservation received via telephone is carried out within acceptable
standards, given that the candidate is provided with the necessary
tools and equipment to successfully complete the task.
Supplies: Reservation form, availability board, pen, paper, related
information sheet
Equipment: telephone
Steps/Procedure:

Assessment Method:
Use the Performance Criteria Checklist

Performance Criteria Checklist for Task Sheet 1.2-1


Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 32 of 51

Criteria
1. Complete customer details are accurately recorded

YES

NO

against their booking in a manner which ensures correct


interpretation by others who may access the reservation
details.
2. Customer profile or history, if available, is checked, and
information is used to assist in making the reservation
and to enhance customer service.
3. Special requests are clearly recorded in accordance with
established requirements.
4. All details of customer bookings are confirmed to the
customer and it is ensured that they understand and
agree
to all details.
5. Reservations are filed in a manner which ensures easy
access by others and is in accordance with established
procedures.
6. Documents and other materials are prepared and
issued
to the customer in accordance with the requirements of
the
specific reservation.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 33 of 51

Information Sheet 1.2-2


GENERAL & SPECIFIC CUSTOMER REQUIREMENTS
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 34 of 51

Self-Check 1.2-2: TRUE OR FALSE

1. Would-be guests request/s is/are typically received by the housekeeping


personnel.
2. Food preferences are accommodated as much as possible especially for
vegetarian clients or those with medical condition.
3. Transport service is mostly offered to differently-abled clients.
4. Hotels would charge for early-check in even if the room is vacant ready
since the previous night.
5. Guests may request for extra room amenities as they see fit as long as its
reasonable.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 35 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 36 of 51

Answers to Self-Check 1.2-2:


1. false
2. true
3. false
4. false
5. true

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 37 of 51

UPDATE RESERVATIONS

LEARNING OUTCOME #3

CONTENTS:
Financial Status of the Reservation
Amendments or Cancellations
ASSESSMENT CRITERIA:
1. Financial status of the reservation is accurately updated in accordance
with established procedures
2. Amendments or cancellations of reservations are received, processed
and recorded in accordance with customer request and established
procedures

CONDITIONS: The student/trainee must be provided with the following:

Equipment: telephone
Materials: pen, paper
Front Office forms

ASSESSMENT METHODS:

Written Test

Oral Questioning/Interview

Demonstration/Role Play

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 38 of 51

Learning Experiences
Learning Outcome 3
Update Reservations
Learning Activities

Special Instructions

Read Information Sheet 1.3-1:

This Learning Outcome deals with the

Financial Status of the

development of the Institutional

Reservation

Competency Evaluation Tool which

Answer Self-check 1.3-1


Read Information Sheet 1.3-2:
Amendments or Cancellations
Answer Self-check 1.3-2
Perform Task Sheet 1.3-2 on
Update Reservations

trainers use in evaluating their trainees


after finishing a competency of the
qualification.
Go through the learning activities
outlined for you on the left column to gain
the necessary information or knowledge
before doing the tasks to practice on
performing the requirements of the
evaluation tool.
The output of this LO is a complete
Institutional Competency Evaluation
Package for one Competency of Front
Office Services NC II. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
Feel free to show your outputs to your
trainer as you accomplish them for
guidance and evaluation.
After doing all the activities for this LO,
you are ready to proceed to the next LO:
Advise Others on Reservation Details

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 39 of 51

Information Sheet 1.3-1


FINANCIAL STATUS OF THE RESERVATION
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 40 of 51

Self-Check 1.3-1: TRUE OR FALSE

1. An amendment in room type would result to an update in the financial


status of a particular booking.
2. Update in the financial status of a reservation can be done by the F&B
Department.
3. Advance payment is one of the factors related in updating the financial
status of a given booking.
4. If a caller requests for a change in the departure date but maintains the
arrival date, the FO clerk needs to update the financial status of the said
reservation.
5. Guaranteed no-shows can result to a change in the financial status of a
booking of an overnight stay.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 41 of 51

Answers to Self-Check 1.3-1:


1. true
2. false
3. true
4. true
5. false

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 42 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 43 of 51

Information Sheet 1.3-2


AMENDMENTS OR CANCELLATIONS
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 44 of 51

Self-Check 1.3-2: TRUE OR FALSE

1. The amendment form can sometimes be found at the bottom or the right
side of the reservation form.
2. Change of bed sheets is also noted in the amendment form.
3. The guest is allowed to request for a booking change prior to actual checkin time.
4. Early departure while maintaining the original arrival date means a
shorter length of stay.
5. Cancellation of reservation is excluded in the different forms of booking
amendments.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 45 of 51

Answers to Self-Check 1.3-2:


1. true
2. false
3. true
4. true
5. false

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 46 of 51

Task Sheet 1.3-2


Title: Update Reservations
Performance Objective: To make sure that updating of reservation
is carried out accordingly, given that the candidate is provided with
the necessary tools and equipment to successfully complete the
task.
Supplies: Reservation form, availability board, pen, paper, related
information sheet
Equipment: telephone
Steps/Procedure:

Assessment Method:
Use the Performance Criteria Checklist

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 47 of 51

Performance Criteria Checklist for Task Sheet 1.3-2

Criteria

YES

NO

1. Financial status of the reservation is accurately


updated in accordance with established procedures
2. Amendments or cancellations of reservations are
received,
processed and recorded in accordance with customer
request and established procedures

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 48 of 51

Advise Others on Reservation Details

LEARNING OUTCOME #4

CONTENTS:
Ensuring Accuracy of Data
Advising Colleagues and Coworkers from Other Departments
ASSESSMENT CRITERIA:
1. General and specific customer requirements and reservation details
are communicated to appropriate departments and colleagues
2. Accurate and relevant reservation statistics are compiled and provided
to concerned people or departments

CONDITIONS: The student/trainee must be provided with the following:

Equipment: telephone
Materials: pen, paper
Front Office forms

ASSESSMENT METHODS:

Written Test

Oral Questioning/Interview

Demonstration/Role Play

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 49 of 51

Learning Experiences
Learning Outcome 4
ADVISE OTHERS ON RESERVATION DETAILS
Learning Activities

Special Instructions

Read Information Sheet LO1.4-

This Learning Outcome deals with the

1: Ensuring Accuracy of Data

development of the Institutional

Answer Self-check LO1.4-1

Competency Evaluation Tool which


trainers use in evaluating their trainees

Read Information Sheet LO1.4-

after finishing a competency of the

2: Advising Colleagues and

qualification.

Coworkers from Other


Departments

Go through the learning activities


outlined for you on the left column to gain

Answer Self-check LO1.4-2

the necessary information or knowledge


before doing the tasks to practice on
performing the requirements of the
evaluation tool.
The output of this LO is a complete
Institutional Competency Evaluation
Package for one Competency of Front
Office Services NC II. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
Feel free to show your outputs to your
trainer as you accomplish them for
guidance and evaluation.
After doing all the activities for this LO,
youre through with this module and can
already go to the next unit of competency.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 50 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 51 of 51

Information Sheet 1.4-1


ENSURING ACCURACY OF DATA
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 52 of 51

Self-Check 1.4-1: TRUE OR FALSE

1. Paying attention to the caller contributes to getting accurate information


from the booking person/guest.
2. Ensuring accuracy of data can be related to an increase in the number of
guest complaints.
3. A recap is done at the beginning of a call or conversation.
4. Taking down notes or writing the information as it is being received is an
effective way to get accurate data from the caller.
5. Attention to details is among the qualities beneficial in the effective Task
performance of an FO clerk.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 53 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 54 of 51

Answers to Self-Check 1.4-1:


1. true
2. false
3. false
4. true
5. true

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 55 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 56 of 51

Information Sheet 1.4-2


ADVISING COLLEAGUES AND COWORKERS
FROM OTHER DEPARTMENTS

Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 57 of 51

Self-Check 1.4-2: TRUE OR FALSE

1. Informing the other departments about the reservation details including


updates proves beneficial to the entire hotel operations.
2. Lack of coordination is one of the positive outcomes of relaying booking
updates to other units.
3. As an FO clerk, keeping your colleagues from other department in the
loop about the reservation details/updates may eventually overwhelm them
and therefore should be avoided.
4. It should be projected that a lack of coordination among the different
departments in the hotel may result to a sales decline.
5. The Front Office is the center of communication in the hotel.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 58 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 59 of 51

Answers to Self-Check 1.4-2:


1. true
2. false
3. false
4. true
5. true

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 60 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 61 of 51

RESOURCES:

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 62 of 51

Competency Assessment Tools


EVIDENCE PLAN
Unit of Competency

Evidence requirement (criteria for judging the


competency of the trainee. These are written in the
competency standards. Critical aspect of competency
should be marked with an asterisk (*). Refer to the CS
for the identification of the critical aspects of
competency

Evidence requirement

Evidence requirement

Evidence requirement

NOTE: *Critical aspects of competency


Prepared by:

Bernard A. Manalo

Date:

Checked by:

Date:

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 63 of 51

Method of assessment

The evidence must show that the candidate

Method of assessment

Ways in which evidence will be collected:


[tick the column]

Method of assessment

Module Title

Table of Specifications

Objectives/
Content
Area/Topics

TOTAL

Objectives/
Content
Area/Topics

TOTAL

Knowledg
e

Comprehensio
n

Application

# of
items / %
of test

5%

5%

10%

20%

10%

30%

40%

10%

10%

20%

40%

15%

25%

60%

100%

TEST ITEM DISTRIBUTION

quality

systems and
the
institutions
logo

Percent
-age

Knowledge

Comprehension

Application

20%

40%

40%

12

20

100%

Institution

TVI
LOGO
assurance

# of
items /
% of
test

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 64 of 51

Written Test
Multiple Choice
Please select the best answer that corresponds to each given item by
encircling the letter of your choice.
1. Overbooking is done in most hotels because
a. theres a lapse in judgment on the part of the FO clerk
b. there are many tourists in the locality
c. there is a drop in sales in the previous months
d. there might be no-shows or cancellations to offset
2. This refers to a visual guide that shows the room status.
a. Reservation file
b. Guest folio
c. Availability board
d. Confirmation letter
3. The two forms of reservation include:
a. manual and computerized
b. manual and automatic
c. direct and indirect
d. face-to-face and via telephone
4. The most important thing to ask at the beginning of a reservation call is
a. special request
b. billing arrangement
c. reservation dates
d. amendment on the reservation
5. A guest should be walked when:
a. a hotel aggressively overbooks and the guest can no longer be
accommodated in the hotel
b. the guest needs to exercise due to lack of physical activity
c. the guest requests for a tour of the hotel facilities
d. the hotel decides not to accept the guest for check in because of a valid
suspicion
Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 65 of 51

6. The following are sources of reservation except:


a. telephone
b. newspaper
c. internet
d. face-to-face transaction
7. Updating a reservation requires the following except:
a. the guest to notify the Reservations Department about the amendment
b. the FO clerk to update the reservation accurately and completely
c. the FO clerk to charge the guest an additional 50% of the rate for the
reserved room
d. the FO clerk to advise other departments as needed

8. A standard greeting over the telephone:


a. should include the name of the caller
b. is best done with a smile
c. is skipped when the hotel is too busy
d. should be delivered monotonously
9. FIT, in the context of the hotel industry, stands for:
a. Free Individual Traveller
b. Frequent Indirect Tourist
c. Free Internet Technology
d. Free Interest Tourism
10. Communicating reservation details to other departments is important
because:
a. it is the managements directive
b. it will ensure timely coordination of functions/responsibilities
c. the FO clerk will have an incentive for doing so
d. the FO clerk should report to the Housekeeping Department
Manager/Supervisor

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 66 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 67 of 51

Answer Key to Written Test


1. d
2. c
3. a
4. c
5. a
6. b
7. c
8. b
9. a
10.b

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 68 of 51

Demonstration with Questioning Checklist

Trainee name:
Trainer name:

BERNARD A. MANALO

Qualification:

FOS NC II

Unit of competency:

Receive and Process Reservations

Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, receiving and processing
reservations following standard procedures within 15 minutes.
to show if evidence
is demonstrated

DEMONSTRATION

Yes
No
During the demonstration of skills, did the candidate:
Determine the availability of the reservation and advised the

customer accordingly.

Offer alternatives, including waitlist options, if requested


booking is not available.*

Respond to inquiries regarding rates and other product features

according to established procedures.

Records customer details completely and accurately against


his/her booking in a manner which ensures correct

interpretation by others who may access the reservation


details.*
Records special requests clearly in accordance with established

requirements.*
Demonstrates skills in receiving and processing reservations

for multiple product booking according to established


procedures.*
Confirms all details of customer bookings to the customer and

ensures that he/she understands and agrees to all details.*


Demonstrates ability to advise other departments of the

establishment on relevant reservation details.*

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

N/A

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 69 of 51

The candidates demonstration was:


Satisfactory

Not Satisfactory

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 70 of 51

Demonstration with Oral Questioning Checklist (continued)


Satisfactory
response

Questions
The trainee should answer the following questions:

Yes

No

1. Why is it important to determine the date of


reservation first?

2. How do you offer a room when the hotel is already


fully-booked on certain dates?

3. How are you going to use the availability board?

4. How do you ensure correctness of customer data


gathered?

5. How does the FO clerk make sure that there will be


coordination of functions among different hotel units?

The trainees underpinning knowledge was:


Satisfactory

Not Satisfactory

Not Satisfactory

Feedback to trainee:

The trainees overall performance was:


Satisfactory
Assessors signature:

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date:

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 71 of 51

Suggested Questions with Answers for Oral Questioning [continued]


Questions with Answers

1. Why is it important to determine the date of reservation first?

available

Answer: To make sure that the room being requested is

2. How do you offer a room when the hotel is already fully-booked on


certain dates?
Answer: offer the waitlist option just in case the guest thinks
that its ok to be placed on waitlist

3. How are you going to use the availability board?


Answer: By looking at the dates and the types of room vis a vis
the request of the guest

4. How do you ensure correctness of customer data gathered?


Answer: Provide a recap

5. How does the FO clerk make sure that there will be coordination of
functions among different hotel units?
Answer: By communicating reservation details as well as
booking updates to colleagues and other departments

Institution
quality

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logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 72 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 73 of 51

Oral Questioning Checklist

Trainee name:
Trainer name:

BERNARD A. MANALO

Qualification:

FOS NC II

Unit of competency:

Receive and Process Reservations

Date of assessment:
Time of assessment:
Instructions for Oral Questioning
The candidate will be assessed based on his/her answers to the given questions. The assessor
should not deviate from the standard questions provided herein.
Oral Questions

Satisfactory response

The trainee should answer the following questions:

Yes

No

1. How is overbooking done?

2. What is FIT?

3. How do you read the availability board?

4. How do you deliver a standard greeting?

5. Give 3 examples of product (room) information that an


FO clerk should know.

The trainees underpinning knowledge was:


Satisfactory

Not Satisfactory

Not Satisfactory

Feedback to trainee:

The trainees overall performance was:


Satisfactory

Institution
quality

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systems and
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logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 74 of 51

Assessors signature:

Date:

The candidates responses were:


Satisfactory

Not Satisfactory

Institution
quality

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LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 75 of 51

Suggested Questions with Answers for Oral Questioning [continued]


Questions with Answers

1. How is overbooking done?


Answer: By reserving or booking a room beyond the capacity of
the hotel in order to offset instances of no-shows or cancellations

2. What is FIT?
Answer: Free Individual Traveller, one who requests for hotel
booking without requiring the services of any third party or
middleman

3. How do you read the availability board?


Answer: By looking at the dates and the types of room vis a vis
the request of the guest

4. How do you deliver a standard greeting?


Answer: Make sure that the following are considered: the FO
clerks smile; the FO clerks name; offering assistance; saying thank
you for calling (the name of the hotel) if on the phone or welcome to
(the name of the hotel) if face-to-face; the name of the department if
on the phone

5. Give 3 examples of product (room) information that an FO clerk should


know.
Answer: room amenities, room rate, room type
Institution
quality

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LOGO
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systems and
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logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 76 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 77 of 51

Work Related Project


Candidates :
Assessors Name :
Qualification :
Project
Units of Competency :

Date of Assessment :
Time of Assessment :
Instruction for demonstration
Given the necessary supplies and materials, the candidate must be able to perform
the following task in two (2) hours:

Check ( ) to show if evidence


is performed

OBSERVATION :
Yes

No

N/A

The Candidates output was:

Satisfactory

Not Satisfactory

Candidates Signature

Date:

Institution
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Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 78 of 51

Assessors Signature

Date:

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 79 of 51

Specific Instructions for Work Related Project

Institution
quality

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Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
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Revision # 01

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Answer to Work related Projects

Institution
quality

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Date Developed:

Front Office
Services NCII
Receive and
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Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
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Revision # 01

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Candidate Portfolio Record Sheet


Candidate:
Assessor:
Competency
Standards:

TVET TRAINERS

Unit[s] of
Competency:

PLAN TRAINING SESSION

Training Activity Matrix

Developed Instructional Materials

Session Plan

Validated Training Requirements

The evidence shows that I

Pre-assessment Result of

Pre-assessment instrument

Type of evidence
[insert information in the column]

Related CS and CBC

Item number

1.1. Identified learners training requirements.


1.2. Identified and analysed relevant curriculum
documents.
1.3. Identified the current competencies of target
group.
1.4. Compared competencies to be attained with
the current competencies of the target group.
1.5. Determined and validated the training
requirements.
2.1. Prepared plan for series of training session.
2.2. Identified relevant training methods and
delivery modes.
2.3. Selected appropriate training methods and
delivery modes to adhere the required
competencies.
2.4. Identified and organized resources required
for the series of training session.
2.5. Identified sequence of training activities.
2.6. Prepared and documented plan for a series
of training session.
3.1. Prepared basic instructional materials that
are focused on key concepts and ideas related to
work activity.
Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 82 of 51

3.2. Identified trainees characteristics and needs.


3.3. Selected the appropriate media for the
trainees.
3.4. Prepared instructional materials that are
clean, legible and appropriate to trainees.
Candidate
signature:

Date:

Institution
quality

TVI
LOGO
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systems and
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logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 83 of 51

Portfolio evaluation form

Candidate name:
Assessor name:
Competency standards:

TVET TRAINERS

Unit(s) of competency:

PLAN TRAINING SESSION

The evidence provide by the candidate is:

valid

authentic

sufficient

current

recent

The contents of the portfolio provided satisfactory evidence that the


candidate

consistent
Item no(s)

[tick the box]:

1.1. Identified learners training requirements.


1.2. Identified and analysed relevant curriculum documents.

1.3. Identified the current competencies of target group.

1.4. Compared competencies to be attained with the current


competencies of the target group.
1.5. Determined and validated the training requirements.

2.1. Prepared plan for series of training session.

2.2. Identified relevant training methods and delivery modes.

2.3. Selected appropriate training methods and delivery modes to


adhere the required competencies.
2.4. Identified and organized resources required for the series of
training session.
2.5. Identified sequence of training activities.

2.6. Prepared and documented plan for a series of training session.

3.1. Prepared basic instructional materials that are focused on key


concepts and ideas related to work activity.
3.2. Identified trainees characteristics and needs.

3.3. Selected the appropriate media for the trainees.

3.4. Prepared instructional materials that are clean, legible and


appropriate to trainees.

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 84 of 51

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 85 of 51

THIRD PARTY REPORT


Candidate name:
Name of third
party:

Contact
no.

Position:
Relationship with
candidate:

employer

supervisor

colleague

other

Please specify
________________________________________________
Please do not complete the form if you are a relative, close friend or
have a conflict of interest]

Dates the candidate worked with


you
Competency
Standards:
Unit of Competency:

From:

To:

TVET TRAINERS

PLAN TRAINING SESSION

The candidate is being assessed against the competency standards for


We are seeking your support in the judgment of this candidates competence. Please
answer these questions honestly as a record of the candidates performance while
working with you. Thank you for your time.
Comments regarding candidate performance and experience
I can verify the candidates ability to: Yes
No
(tick the correct response]
Not
sure

Check the availability of all resources


required for training.
Identify alternative resources for contingency
measures.
Identify and arrange appropriate training
locations according to training needs.

Institution
quality

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Comments to support
my responses:

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 86 of 51

Third party signature:

Date:

Send to:

Institution
quality

TVI
LOGO
assurance
systems and
the
institutions
logo

Date Developed:

Front Office
Services NCII
Receive and
Process
Reservations

June 2012
Developed by:
Bernard A. Manalo

Document No. BTAC-FO2-0301


Issued by:
BELLMEC
Revision # 01

Page 87 of 51