Cblm-F.o-Core 1

COMPETENCY BASED LEARNING
MATERIAL
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Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency: Receive and Process Reservations
Module Title : Receiving and Processing Reservations
ICCI QA SYSTEM
Date Developed: Document No. ICCI-FO2-0301

Front Office
Services NCII
November, 2014 Issued by:
Receive and Page 0 of 93
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Reservations July R. Cahate
TECHNICAL EDUCATION AND SKILLS DEVELOPMETN AUTHORITY
DAVAO CITY
INTERFACE COMPUTER COLLEGE, INC.

J. PALMA GIL ST., DAVAO CITY
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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. A 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.
FRONT OFFICE SERVICES NC II

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COMPETENCY BASED LEARNING MATERIALS
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
Receive and process Receiving and processing

1 TRS5123105
reservations reservations
Operate a computerized Operating a computerized

2 TRS5123106
reservation system reservation system
Provide accommodation Providing accommodation

3 TRS5123107
reception services reception services
4 Conduct night audit Conducting night audit TRS5123108
Provide club reception Providing club reception

5 TRS512305
services services
6 Provide porter services Providing porter services TRS5123109
Providing cashiering
7 Provide cashiering services TRS5123110
services
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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: 24 hours
At the end of this module, students MUST be able to:
1. Receive reservation request

2. Record details of reservation
3. Update reservations
4. Advise others on reservation details
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COMPETENCY SUMMARY
Qualification Title : Front Office Services NC II
Unit of Competency : Receive and Process Reservations
Module Title : Receiving and Processing Reservations
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. Receive reservation request
2. Record details of reservation
3. Update reservations
4. 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.
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
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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.
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LEARNING OUTCOME #1 RECEIVE RESERVATION REQUEST
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
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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
Competency Evaluation Tool which
trainers use in evaluating their trainees
Answer Self-check 1.1-1 after finishing a competency of the
qualification.
Read Information Sheet 1.1-2:
Product Information and
Features Go through the learning activities outlined
for you on the left column to gain the
necessary information or knowledge
Answer Self-check 1.1-2 before doing the tasks to practice on
performing the requirements of the
evaluation tool.
Read Information Sheet 1.1-3:
Determining Occupancy &
Availability The output of this LO is a complete
Institutional Competency Evaluation
Package for one Competency of Front
Answer Self-check 1.1-3 Office Services NC II. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
Perform Task Sheet 1.1-3 on
How to Use the Reservation
Form 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
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Information Sheet 1.1-1
INTRODUCTION TO RESERVATIONS
Learning Objectives:
After reading this information sheet, you must be able to:
1.) define what is reservation

2.) compare manual reservation to computerize reservation
3.) enumerate the different sources of reservation
4.) identify the ways on how reservations may be received
5.) learn the different modes of reservation
A reservation is a booking or request for some time in the future.

It involves obtaining all the necessary information needed to satisfy this
request.
Once the request or booking is agreed to and can be provided the customer
is required to pay the establishment for the item.
All reservation systems require:

1. Some way to check availability
2. Ability to offer alternatives when the requested booking is not
available
3. Provide information on the costs and product features
4. Record the details and requirements of the person making the
reservation
5. A way of recording the acceptable method of payment
6. Provide a confirmation of the details.
A MANUAL RESERVATION SYSTEM

To determine availability manual systems will
use manual charts, calendars, booking
sheets, diary, forecast boards or room rack.
Processes are needed to make sure
availability is kept accurate and up to date.
Systems are designed to cross the days off
when a product is booked out or no longer available. Systems are also
available to enable cancellations to be put back into usage and to enable the
customers
ICCI to change the dates of their reservations.
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Forms will be used for recording reservation customer details. Systems and
processes have to work so the information collected can be stored and made
available on the dates it is required.
Product information such as room types, rate sheet prices, car types, live
entertainment, bus destinations, will all be in the form of brochures, charts,
and handouts for the staff.
Accounting processes to collect the method of payment would be a cash
register, petty cash box, manual credit card machine or cashier to process
the money.
Invoices and receipt books must be completed to provide confirmation
details to the customer.
A suitable filing system is required to store all this manual information and
the physical space required in the office to be able to access all this data.
A COMPUTERIZED SYSTEM
Provides up to date "real time" information on availability at the push of a
button. When a reservation is recorded the availability is automatically
altered.
Displays a reservation screen to input customer information and requests.
A computer system may have a
"history" of any guest who has used
the establishment previously. It can
store information such as preferred
room type, record of request, date of
last stay, even the amount spent
previously.
The computer system can match up
the customer request with what is
available at the most effective price.
Computer systems can store all the information needed about the products
and facilities.
Payment is automatically recorded. Printouts provide confirmations and
details to the customers and report information to management.
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COMPARISON BETWEENTHE TWO SYSTEMS
Manual System Computerized System
Advantages: Advantages:
Cost of system is cheaper More accurate and reliable
information
Works in smaller
establishments Ability to store guest history data
Complies with risk management Less staff required
should you experience a power Greater reporting ability
or equipment failure.
Controls costs
Requires staff to have a detailed
knowledge of the product they Limited staff training
are selling Dont have to manually check and
recheck information.
Disadvantage: Disadvantage:
More staff are required 2 Difficulty finding a computer
system that suits the
Less accurate in larger
establishments needs
establishments
3 Cost of equipment cost of
Need to manually check
upgrading, support cost and
accuracy of information
hardware
Low in security
4 Needs uninterrupted power supply
Takes more time to get things
5 Need to keep up with advances in
done
technology
Difficult to amend and retrieve
6 Certain materials used in
information
buildings could affect the
Takes longer to communicate computers efficiency.
with other departments.
CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM/SOFTWARE

Some venues may use a Customer Relationship Management System that
can help the hotel to manage customer relationships (reservation) in an
organised way.
A good CRM system offers you a single database containing the most up-to-
date information collected about your customers.
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It enables staff to:
1. Quickly access a customers historical transactions
2. Identify their needs
3. Recommend additional products or services to match guest profile.
Use of a CRM can result in staff becoming more efficient and productive at
the point of contact
SOURCES OF RESERVATIONS
A source is classified as any individual or body that actually pays a hotel for
its services. A reservation agent has a large market from which she/he
receives reservations. The principal sources of reservations are:
Global Distribution System (GDS)

Central Reservation Offices (CRS)
Embassies and Consulates
Free Individual Travelers (FIT)
Government Offices
Referral Hotels
Tour Operators
Hotel Websites
Travel Agents
Airlines
Associations
Corporate Houses
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Reservations can be received by an establishment in many ways depending
on where they are, what they are offering and what technologies they have
available.
Ways reservations may be received
1. Over the telephone customers dial the
establishment directly
2. In person the customer comes into the
establishment and communicates directly
with the staff
3. Mailin some countries today this is almost
an extinct form for making a reservation
4. Email through an email address
5. Facsimile (fax) this is another form of communication that is being
replaced by technology
6. Internet on-line bookings via a website
7. Third party reservations using a reservation company to make a
booking for you e.g.Wotif, AsiaRooms, Statravel, Showbizasia
8. Central reservation service a central reservation service that controls
reservations for several venues
9. Same chain referrala reservation that has been referred from another
establishment belonging to the same group, for example: Asian Car
Rental, Hyatt Hotels, Hilton Spas
10. Other venues some Airlines will book accommodation for guests. If one
hotel is fully booked they might make a reservation at another hotel.
Travel agents book theatre or concert tickets.
One-time registration
This may be an option in some hotels where the guests can bring either
their passport or identity card in and have it scanned into the venue system.
This means all their personal data/details will be immediately stored in
system.
The next time guests decide to check-in; the employees (receptionists) can
refer to their system easily for their required personal information.
It is convenient and saves time.
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Online reservations
Check out the following sites to see details of what
businesses require in terms of online reservations:
http://www.stamford.com.au/
http://www.wotif.com/
http://www1.hilton.com/en_US/hi/index.do
http://www.booking.com/
http://www.bestwestern.com/.
VIP PROCEDURE
VIPs (Very Important Persons) are those

that get special attention due to their
status and contributions to society. They
could be people who may not be public
figures but important to the hotel like a
travel writer or tour operator. Let us list
those who may be considered as VIPs:
Heads of States Ministers

Senior Administration Officials Film Stars
Rock Star Philharmonic conductors
Sports Stars Corporate Chairpersons
Associate Presidents Business Persons
Travel Writers Senior Media Personnel
Senior Defense Officers Tour Operators
Senior Executives of Hotel Chains Government Delegations
Senior Airline Officials Large Travel Houses
While the list fairly represents all those whom the hotel industry considers
as VIPs, each property will have those private lists that classify VIPs. The
private lists are based on a visitors importance to the hotel, in terms of
business given to the hotel, the potential business they promise or their
publicity vale to the property. Irrespective, hotels may adopt the following
VIP procedure:
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Airport Arrival
Arrival Lobby
In the room
Suite accommodation
Special fruit baskets
Special flower arrangement
Bathrobe
Tray of cookies
Additional pillows
Bath slippers
Queen/King-sized beds
Preferential views
Butler service
Full bar with alcoholic and non-alcoholic beverages
Special welcome letter from the General Manager
Additional hangers in the wardrobe
During the Stay
Check-out the moment a VIP expresses a departure, his/her bill is kept

ready by the cashier for his signature in case of sponsors picking the tab of
hotel expenses or cash payment. Bill payment formalities can be done in
the room, The VIP is escorted to the limousine by the appropriate authority
of the hotel. The airport representative is alerted of his/her arrival and
awaits his arrival to escort him/her through airline departure formalities.
Normally VIPs are made to relax at the airport common lounge or the hotel
courtesy lounge with food and beverage services. The airport representative
hands over the boarding ticket as well as the baggage stubs. Based on his
influence with airport officials, the airport representative can escort the VIP
to the departure lounger.
TYPES OF RESERVATIONS
Reservations may be broadly classified into three broad categories:
(1) Confirmed Reservations
(2) Non-confirmed Reservations
(3) Group Reservations
CONFIRMED RESERVATIONS AND MODES OF PAYMENTS

A confirmed reservation assures the guest a room at the time of his or her
arrival. To make this possible the hotel requires some assurances against a
no-show. Reservation agents have found some tools to ensure this.
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Booking in writing
Prepayment Credit Card
Advance Deposit
Penalty Charges
Miscellaneous Charge Vouchers (MCOs)
NON-CONFIRMED RESERVATIONS
Non-Confirmed Reservations are for those guests who have not secured
there room booking in writing or by other instruments mentioned above.
Such guest have to wait for the check-out time of 12 noon to a secure room.
Even then the first priority with check-ins is given to those guests with
confirm reservations. A no-show would be the first opportunity for the guest
to secure a room around the cancellation hour of 4p.m.
GROUP RESERVATIONS
A group is a body of 15 persons or
more. Because it involves volume
business hotels offer special discounts.
The discount is given to the tour
operator who puts together a total
travel package including hotel
accommodation, meals, surface
transportation, airline ticket and
sightseeing tour etc. The package
achieves its saleability by the discount
given by the individuals providers of
the package. The amount if discount
given is based on the frequency of group business given by the tour
operator.
Group bookings can also from event management companies, convention

planners, corporate trainings departments, associations, etc. The principles
for group reservations remain the same.
Groups may be classified in many ways:

Tour groups
Convention groups
Participants to a seminar
Participants
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Political delegations
Performing artistes
Military troops
Participants of exhibitions, trade fair, air and motor show
Fashion organizers and models
Reunions
Sports teams and delegations
Airline crews
Government delegations
State visits
In addition to the group rate, there are benefits for the group leader who is
representative of the tour operator.
Groups of 15-30 pax will earn their tour leader one complimentary
room.
Groups of 31-45 pax will earn their tour leader two complimentary
room
Groups of 45 pax will earn complimentary rooms as per the discretion
of the management.
Group reservations and correspondence assume great importance and must
be dealt with quickly and accurately because of the following reasons:
(1) Groups form a major part of business.

(2) The tour operator can only proceed in marketing the package after he
secures rooms confirmations.
(3) Groups reservations demand the blocking of a large number of rooms
sometimes years in advance.
(4) A final confirmation of group booking takes longer to materialize.
Group reservations have also peculiar concerns that have to be thought

about by the reservations agents:
1. Agreeing on a rate- The agent knows the muscles he has booking rooms
in volume and wishes to extracts as much discount as possible. The
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hotels in the city vie for the group business and hotel are very
competitive in this sector.
2. Blocking a volume of rooms that affects regular business may be got at
better prices---the reservation agent has to balance the probability of
filling the rooms with better rates from FIT business against getting good
occupancy at a lower rate.
3. The reservation agent is also concerned with being able to provide the
room mix requested by the agent. It may even require cancelling
confirmed bookings to FITs and seek their displeasure.
4. There is issue of giving complimentary rooms to group leaders as the

international practice. It becomes critical especially in full season when
the complimentary room could be sold at a maximum rate.
5. The credibility of the tour operator and travel agent especially when they
come from overseasit is not always easy to get business from
established agents who squeeze the property for room rates because of
their reputation. Newcomers may be more flexible in room rates but do
not have established credibility. Adequate precautions have to be taken
to protect the hotel from errant agents.
6. As the day comes closer for the groups arrival, guest come with changes
in their room status and preferences and rooms have to be juggled
around to accommodate in such changes. Such preferences include:
Request to be on the same floor on which their friends have got
rooms.
Request for adjoining rooms especially for elderly people who come
with a medical escort
Needs for special medical assistancethe house doctor should fulfill
normal requests but the challenge comes when there are
complications in medical treatment.
Handicapped facilities including wheelchairs, ramps, specially fitted
bathrooms, reachable door locks, etc.
Facilities for infants and children including baby-sitting services,
crche, cribs and play grounds
Non-smoking rooms
Orthopedic mattresses
Noiseless rooms (esp. for airline crews on odd shifts.
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7. A reservation agent has to take the whole hotel services into account on
whether the hotel can give the quality of services requiredwill
housekeeping be able cope up with volume room clearances; will the food
and beverages be able to cope up with volume seating and do they have
the service equipment to handle to handle such volumes; will the bell
service be able to cope up with the volume baggage; or the telephone
department to cope up with the volume traffic.
It is prudent for the reservation agent to insist on a minimum 30-day

advance notice should a tour operator or travel agent wishes to cancel a
group booking. Should the cancellation occur within 30 days the hotel
may charge a retention charge equivalent to one night group stay? The
principle behind a retention charge is to offset the inability to sell the
booked rooms again, especially in the first few days of the groups
intended stay. Waiving a retention charge by the hotel depends on:
1. The size of the group
2. Relation between the group tour organizer
3. The inability of the hotel to re-sell the cancelled rooms.
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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.
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Answers to Self-Check 1.1-1
1.) false
2.) true
3.) true
4.) false
5.) false
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PRODUCT INFORMATION & FEATURES
1.) enumerate the different hotel facilities and amenities

2.) identify the different types of hotel room
People make reservations for convenience and security. Many people like to
plan out their holiday or business trip to feel secure in the knowledge that
they have a room waiting for them, they have a flight booked to take them
back to their home or next destination, and know they have seen all the
attractions of the city during their stay. The role of reservations staff is to
ensure that they process all reservations in an efficient and professional
manner.
What Hotel Amenities Should You Look For?
A hotel serves as a home away from home for most of its customers, and
thus it is important that every hotel provides a comfortable, relaxing and
safe environment for its guests. Nearly all hotels provide the basic amenities
necessary for a comfortable overnight stay, but it is the additional amenities
that some hotels offer that can really make a trip memorable.
Standard amenities to look for in every hotel room include a freshly made
clean bed that is double size or larger, a private bathroom with shower and
tub and fresh towels, a television, an in-room telephone, an alarm clock, a
closet to hang clothes, an iron and a hair dryer.
Additional in-room amenities that will make your stay more comfortable
include a sitting area with a couch and coffee table, a writing desk with
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chair, a mini-bar with snacks and beverages, cable television and on
demand movies, internet access and complimentary toiletries such as
shampoo, conditioner and soap.
More luxurious in-room amenities, available at many luxury hotels and even
some mid-range hotels, include bathrobes, slippers, upscale bath products,
24 hour room service, turn down service, laundry service, video game
players and family entertainment options, and complimentary breakfast.
There are also many general hotel amenities that will make your stay more
enjoyable, and they include access to a fitness center and swimming pool,
on-site restaurants or bars, a spacious lobby with a large seating area,
secure parking, a fully-stocked business center, vending machines and a
sundries store for any items you may forget to pack.
Its also important that a hotel have a good concierge service. A hotel
concierge can help direct you to local attractions and can procure tickets to
concerts and performances, as well as make restaurant reservations for you.
Additionally, many hotels offer complimentary shuttle service to and from
area airports and even to various locations around the city.
These services can really make your trip much easier. If youll be traveling to
a resort area, look for hotels that provide recreational activities and that
offer such amenities as complimentary beach chair and towel service, a
beachfront bar and free water equipment rental.
Here is some useful vocabulary to describe hotel rooms and facilities, and
phrases to book a hotel room.
TYPES OF ROOM
Each hotel has a variety of rooms
to meet the needs of guests. A
single guest would like to stay in
a single room to be cost effective,
while a couple will find a double
room more convenient. A family
may choose a suite to have more
leg room for children to move
around. A business executive may want a special suite to entertain
privately or show off his financial status to his or her client. Similarly,
budget groups may prefer single rooms. Guest needs are endless and their
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motive for booking a type of room may be varied. A typical hotel while have
the following types of rooms:
Adjacent Room Two rooms beside each other across the corridor
Adjoining Room Two rooms beside each other
Cabana A room with a sofa cum bed ideally situated beside
swimming pools or beaches
Connecting Room Two rooms with an interconnecting door, ideal for a
family
Double Room A room with one king size double bed
Executive Room A room with additional features like internet
connections, computer points, mini bars, etc. specially
designed for the business executive
Single Room A room with a single bed
Studio A room with a sofa-cum-bed
Triplet A double room with one extra rollaway cot
Twin Room A room with two single beds
Quad A room for four people fitted with twin beds and two
roll-away beds
Queen Suites A room with a queen-sized bed for single or double
occupancy
Junior Suite A room with a seating parlour and a bed
Double Suite Two rooms, one serving as a living cum dining area and
the other with a double bed
Duplex Suite Two suites on two floors with an interconnecting
staircase
Executive Suite Suite specially fitted for business executives
Single Suite Two rooms, one serving as a living cum dining area and
another with a single bed
Tourist Huts An independent suite detached from the main hotel.
They will be found in resorts for greater privacy and
exclusivity. Some suites have independent mini-
kitchens
Suites may be given names as the Presidential Suite, Diplomatic Suite,

Governor Suite etc., for the reservation to identify them. Suites are similar
to all the suites distinguished by more lavish dcor and appointments.
Some suites are named after the theme of the hotel like the Maurya
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Sheraton that has named suites in the Maurya dynasty like Chandragupta
Suite or Ashoka Suite.
OTHER FACILITIES
ensuite bathroom a bathroom attached to the bedroom
a box with a key where you put valuables (passport,
a safe
jewelry, money etc)
a small fridge with drinks inside such as coke, water,
a minibar
juice, wine
tea and coffee a kettle (to boil water), cups, coffee, milk, sugar and tea
making facilities sachets
(24-hour) room
meals delivered to your room
service
laundry / dry
your clothes can be washed for you
cleaning service
the hotel has a bar and a restaurant for drinks and
bar and restaurant
meals
wifi internet connection (pronounced wai fai)
full English
big breakfast with toast, eggs, bacon, cereal, etc
breakfast
continental
small breakfast with croissant, coffee, juice
breakfast
a wake-up call when the telephone rings to wake you up
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 five-star
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1.) false
2.) false
3.) true
4.) false
5.) true
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
DETERMINING OCCUPANCY & AVAILABILITY
1.) identify the basic principles in determining occupancy

2.) use the sample forms in a role play featuring receiving reservations
DETERMINING OCCUPANCY
There is no statistic closer to the

heart of a guest house, lodge, hotel or
bed & breakfast owner than room
occupancy.
To be clear, room occupancy is the

number of times a room is sold to
guests (and thus occupied) in a given
period compared to the maximum
number of nights the room can be
sold in that period. This number is
usually expressed as a percentage.
As a quick example, a room is sold for 15 nights during June (maximum is

30 nights) has a room occupancy of 50%.
If all the rooms in an establishment are pooled and the calculation is run,
then the room occupancy for the whole establishment can be determined.
A variation on this calculation is the bed-night occupancy. This calculation

focuses on the number of beds available in each room. If the above example
is changed such that the room is a 2-bed room and sold for the 15 nights to
a single guest, the bed-night occupancy will drop to 25%.
Availability is determined by considering a number of factors:

ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. Current number of reservations
2. Historical Factors
Early Arrivals
Cancellations -
No-shows a confirmed reservation which has not been claimed by
the customer
Stayovers occupies room/s that will not e checking out that day
Out-of-order Rooms rooms that cannot e occupied y guest due to
physical reason like painting, defective plumbing, etc.
Walk-ins person(s) requesting accommodations for that night who
has no reservation
DETERMINING AVAILABILITY FACTORS
Each of these availability factors combine to positively or negatively affect

the number of available rooms.
FACTOR AFFECT
Early Arrivals Plus
Cancellations Minus
No Shows Minus
Early Departures Minus
Stayovers Plus
Other Factors
Out of Order Minus
Compression Plus or Minus
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
THE RESERVATION CHART
Room
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
No/Date 20
100
102
103
104
105
106
107
108
109
110
A Reservation Chart given above is the basis of control of the reservation

system. The charts are bound in a register for better control. Each page of
the register represents a month of the current year. The vertical columns
represent each date of the current month while the horizontal column
represents each room of the hotel. The number of horizontal rows depends
on the number of rooms in the hotel. Each block created in the matrix
represents a room on a particular day of the month. For example, if a guest
books rooms on the 5th, 6th and 7th the corresponding number in any room
number is colored to represent a block. Another guest may book 9 th, 10th
and 11th. It is blocked likewise. The chart soon fills up. Please note that it
does not mean that the room number will be assigned. It just signifies that
number of rooms booked. This does not apply to suites which are few and
have definite room numbers. Therefore, room 110 may be a suite and needs
to be blocked for that room number. The blocking off can be done in pencil
or pen but nowadays, there are aids in highlighters, self-adhesive tapes, etc.
Todays computerized system have a similar chart that can be pulled up on
screen where rooms are automatically blocked as soon as they are booked
by the reservation agent.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
RESERVATION FORM
Reservation form is used in hotel
reservation department or by the
hotel sales team to write down the
reservation details of a guest over
phone or when they go for a sales
call on client site.
As in some busy hotels it will not
be easy for the reservation agent
to key in the reservation on the
property management software
while having the conversation
with the guest. Reservation form
is used to note down the required
details and later they key in this
details to the property
management software.
OVERSELLING
Using the historical record, a hotel may oversell in order to offset the effect
of the minus (or negative) factors that determine availability.
When a hotel aggressively oversells, and does not have enough rooms for
confirmed reservations, it must walk the guest. A walked reservation is a
guest who may stay somewhere other than where they were initially booked
to be.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
OVERSELL ANALYSIS
(This sample Hotel has 420 Rooms)
DAY WED THU FRI SAT SUN MON TUE
DATE 10/1/14 10/2/14 10/3/14 10/4/14 10/5/14 10/6/14 10/7/14
Rooms on the Books 331 247 126 211 200 290 422
Due to Arrive 123 121 67 107 134 183 282
Non GTD
2 0 6 12 1 3 15
Reservations
EST. Noshows 6 6 3 5 7 9 14
EST Early Departures 10 11 9 8 8 6 9
EST. Stayovers 4 4 4 2 3 4 5
Due to Depart 206 203 212 38 117 78 148
Revised on Books 317 234 111 188 188 276 389
Variance 14 13 15 23 12 14 33
# of Rooms to Fill 103 186 309 232 232 144 31
OVERSELL# 434 433 435 443 432 434 453
A perfect sell is reached when every room is

occupied and no guest was walked
What It Means to 'Get Walked' By a Hotel and How to Ensure It Doesn't

Happen Again
Missed flight. Second missed flight. Five-hour layover. Raining. No taxis.

You finally get to the hotel 12 hrs later only to hear this:
Good evening and welcome. Unfortunately we are unable to

honor your reservation at this time however we have"
With the words slowly fading away, you see yourself follow the typical signs
of grief: denial, anger, bargaining etc. Why did this happen? Why did it
happen to you? Why today? These are completely understandable questions
that go through every guests mind when their reservation is not honored at
a hotel, more commonly referred to as "being walked."
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1.) false
2.) true
3.) true
4.) false
5.) true
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.
4.) Evaluate your own output using the Performance Criteria
Checklist
5.) Present your work to your trainer
Assessment Method:
Use the Performance Criteria Checklist
Performance Criteria Checklist for Task Sheet 1.1-3

ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Criteria YES NO
1. Important information fields in the reservation form

are filled out.
2. The sample dates selected reflect as available for

selling in the availability board.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
LEARNING OUTCOME #2. RECORD DETAILS OF RESERVATION
CONTENTS:
Guest Information that the Front Office (FO) Clerk Should Ask
General & Specific Customer Requirements
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

Equipment: telephone
Reservation form
Availability board
ASSESSMENT METHODS:
Written Test
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Learning Outcome 2
Record Details of Reservation

Guest Information that the FO development of the Institutional
Clerk Should Ask Competency Evaluation Tool which
Answer Self-check 1.2-1
after finishing a competency of the
Perform Task Sheet 1.2-1 on qualification.
Record Details of Reservation
Go through the learning activities outlined
Read Information Sheet 1.2-2: for you on the left column to gain the
General & Specific Customer necessary information or knowledge before
Requirements doing the tasks to practice on performing
the requirements of the evaluation tool.
The output of this LO is a complete
Office Services NC II. Your output shall
Feel free to show your outputs to your

Update Reservations
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
GUEST INFORMATION THAT THE F.O. CLERK SHOULD ASK

1.) identify the essential information that a front office clerk should ask
from the guest
2.) enumerate the steps in taking reservation from the phone
3.) distinguish the importance of filling out the registration form
The information needed to process a reservation will vary depending on the

type of booking being made. To be able to understand the process of modern
automated reservation systems, it makes sense to understand how
reservations are taken manually. While most hotels are moving towards
automated systems there are a number of hotels who still rely on manual
systems for their needs as the business does not justify expensive hardware
and software.
STEP BY STEP PROCESS OF TAKING A RESERVATION ON PHONE.
Step 1. Pick the phone before the

third ring. Since this is the first point
of contact of a guest with the hotel,
he/she evaluates the efficiency of the
hotel on the basis of how the
reservation is professional in the
approach. Prompt answering of the
phone is the first sign of efficiency. A
guest does not want to keep waiting
to be attended to. If busy, the
reservation agent will say,
Reservation, good morning, I am on taking another reservation, would you
like to stay on the line or may I call u back. If the guest chooses the latter
option, make sure to take the name and telephone number correctly by
repeating the information.
If free, the reservation agent should answer by saying Reservations, good

morning, how may I help you?
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Step 2. The guest for
reservations on certain dates.
Check the status board which
gives the status of rooms
under three categories SOLD
OUT, ON REQUEST, and
FREE SALE. Inform the guest
the status. If the status sold
out say, I am sorry but the
dates are sold out, would you
prefer some other dates? if
the status is on request say, I am sorry those dates are on request. I shall
take your reservations but would like you to check with us closer to the
date. If the status is free sale, proceed with the transaction in step 3. In
todays computerized transaction, the status chart can be pulled up on
screen.
Step 3. Say, We would be pleased to reserve a room for you on those dates.
May I have the following particulars please? this is an opportunity to up-
sell rooms with higher room rates by saying, Sir for a few dollars more I can
give you a room with a view of the ocean Always mention benefits to the
guest when selling a superior room.
Always keep the Reservation Form given below, ready with a pen that writes
and take down the particulars on the form itself. The particulars will
includes:
SURNAME FIRST NAME MIDDLE NAME
NAME OF COMPANY:
ADDRESS : TELEPHONE NO.:
ARRIVAL DATE: ARRIVAL HOUR: AIRLINE & FLIGHT NO.:
DEPARTURE DATE: DEPARTUTE TIME: AIRLINE & FLIGHT NO.:
TYPE OF ROOM:
ROOM RATE:
____ SINGLE ____DOUBLE _____SUITE
BILLING INSTRUCTIONS
CREDIT CARD: _______________ CC NO. __________ DATE OF EXPIRY:
SPECIAL REMARKS
REQUESTED BY : _________________________ RECEIVED BY: _____________ DATE: _________
TELEPHONE NO.: _________________________ SIGNATURE : ________________

The name of the guest. Make sure that the spelling of names are taken
ICCI down
QA SYSTEM
accurately
by repeating the spelling back to the guest. A Smith can
Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
be spelled in many ways such as Smyth, Smythe, Smidtt, Smithe etc. We
do not want the receptionist to mistake the guest for another one at the
time of check-in.
Full address and the telephone contact number of the guest. If the
guest is on a company account then the name of the company is noted.
Type of room requested such as single, double, suite
Number of persons going to stay in the room for which there are
separate charges. Most hotels do not permit more than a couple in a
room unless the third person is a child below 12 years as per
international policy. An infant would attract a crib rate while a child an
extra bed rate.
Date of arrival, including if possible flight number and time of
arrival. This helps the reception to fine tune their room allocation
process. A hotel charges for a room from noon to noon. If a guest is to
arrive early in the morning a room will have to be kept the previous
night. The guest must be informed about this.
Date of departure including time. If the guest leaves after 12noon but
before midnight a late charge may have to be levied and the guest
informed accordingly.
Billing instructions are the most important information while taking the
reservation. These are many options a guest may have.
Paying by credit card. The reservation agent must ascertain if the
credit card is accepted by the establishment. This is especially
true to foreign guests. The credit card number must be taken to be
charged for a night in case of a no-show. Make sure of noting the
expiry date of the card.
Paying cash.
Company picking the room charges. The reservation agent will
ascertain whether there is a contact rate for a company. If not a
formal letter from the company is required accepting the charge.
Payment made to the travel agent in advance. The travel agency
will issue a Miscellaneous Charge Voucher (MCV) in such
circumstances. The reservation agent must note this information.
Advance deposit is asked for longer stay to secure the hotel against
any default in payment or a no-show because the room/s has to be
blocked.
Prepayment in full is asked for doubtful guests, especially during
busy seasons.
The special remarks column will enter information such as need for the
hotel coach or limousine, wheelchair, non-smoking room, kennel for a
ICCI dog etc.
QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
It is important to confirm the name and number of the caller. Often the
booking is made by secretaries, travel agents, friends, etc. It is not
necessary that the guest is making the booking directly.
Note the name and number of the reservation agent in case a booking
has to be referred to by the reception at the time of registration.
Note the date of the booking to complete all information.
In the computerized system, the agent can call up a blank form on the
screen with similar information. She keys in the information that is linked
to other charts as the reservation chart, arrivals list, VIP list, source of
booking, etc. keeping other documents updated simultaneously.
Step 4: It is important to ask the party to send a written confirmation of

the reservation request by saying, Sir/Madam may we request you send
this reservation request in writing to give you a confirmation. We shall
provisionally retain a room for you till then.
Step 5: Thank the caller and welcome him giving him the confidence of a
right choice by saying something like, Thank you Mr.for booking with us.
We look forward to welcoming you and assure that you have made a right
choice.
Step 6: Type out a Reservation Slip below in two copies. One is mounted
on the reservation rack while the other is stapled to the reservation form
and filed. In the computerized system this is not necessary as the electronic
registration form has already sent information to arrival list.
ARR: 26 MAY
2006
SMITH, ALEXANDER BA FLT. NO. 406
DEP: 28 MAY
2006
ONE SINGLE ROOM RATE: $70
TRAVEL AGENT: COX & KINGS 27, BAKER STREET, LONDON
Step 7: Block off rooms on the Reservation Chart

ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Step 8: The Reservation Form and subsequent correspondence are placed
in the file for each day of he month in the filling cabinet. When the day
arrives, the reservation rack of the day and the file of the day is taken out by
the receptionist, to prepare for the guest arrivals. A computerized
reservation system also sorts information. The reservationist can punch in
a date that displays all arrivals of that date on the screen.
RESERVATION CONFIRMATION:
1. The hotel should communicate guests by telephone, telex, mail, or e-mail

a Letter of Confirmation, which confirms the important points of the
reservation agreement. This very letter might be shown at the registration
process in order to accelerate the pace of registration and prove that the
guest has the right to have a room at the hotel.
2. The Hotel shall send a confirmation letter to all reserved potential guests,
whether their reservations are guaranteed or non-guaranteed. Below are
the main points that should be communicated in a confirmation letter:
a) Name and address of the guest
b) Date and time of arrival
c) Room type and rate
d) Length of stay
e) Number of persons in a group, if any
f) Reservation type [guaranteed or not]
g) Reservation confirmation number
h) Special requests, if any
i) Confirmation numbers:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
REGISTRATION
During the registration, check the Basie points mated below

a) Verify Guest Name
b) Check and issue spelling to avoid
mistake.
c) All entries mentioned in
Registrations Card First name,
Last name, Nationality, DOB, PP
etc. Must be correctly filled in.
d) Payment method must be clearly
defined.
REGISTRATION RECORD
A registration record is erected by front office

presented. In the record all necessary date of
the guest are written and this card holds acme
basic information, such as:
a) Guest Full Name
b) Address
c) Date Of Arrival
d) Company Affliction
e) Room Rate
f) Payment Method
g) Rules & Regulation of the hotel
h) Check out date etc.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
GUEST DATABASE
After guest departure, this record play an import and role. It becomes a part
of hotels guest database. It is the main history of file and from this record
one can easily identify the guest. If he comes next and this some a lot of
time for both hotel and guest.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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
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
Answers to Self-Check 1.2-1:

ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. b
2. c
3. c
4. c
5. d
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Job 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.

information sheet
Steps/Procedure:
1. Pick up the phone before the third ring and greet the caller
2. Identify callers need. Refer to the availability board to determine
the status of reservations on certain dates, and inform the guest
3. Provide an overview of the hotels features.
4. Refer to the reservation form and fill out the necessary information
accurately. Take the opportunity to up-sell rooms.
5. Confirm the reservation. Remember to ask the guest to send
written confirmation
6. Confidently thank the guest for making the right choice
7. Create reservation record. Type out a Reservation Slip in two
copies, once for the reservation rack and staple the other to the
reservation form and file
8. Block off rooms on the reservation chart
9. Keep the reservation form and subsequent correspondence for each
day of the month in the filing cabinet.
10. Evaluate your own output using the Performance Criteria
Checklist
11. Present your work to your trainer
Assessment Method:
Criteria YES NO
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
GENERAL AND SPECIFIC CUSTOMER REQUIREMENTS
1.) identify the proper way of addressing guest general and specific
requirements
2.) enumerate the different request of the guest
3.) give the steps on how to coordinate guest requirements to the concern
department
As the center of front office activity, the Front Desk is responsible for
coordinating guest services. Typical guest services involve providing the
guest with information and special equipment and supplies.
Front office needs to respond to all requests made by the guests. Any
request which goes beyond the following is considered a Special Request:
Can you recommend a

nearby restaurant?
Can you call a taxi for me?
Where is the nearest drug

store?
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
TYPES OF GUEST REQUESTS AND QUERIES:
Guest requests that are received at the Front Desk can be broadly
categorized as follows:
Requests for other departments
Request for Front Office
REQUESTS FOR OTHER DEPARTMENTS:
On receiving such requests the front desk makes a note of the same and
forwards the request to the concerned department.
1. Requests for additional amenities or replenishment of amenities like bath
linen, soap, shampoo, shaving kits etc are forwarded to the house
keeping department along with the guest name and room number.
2. Requests that are pertaining to the restaurants and the room service are
directed to the Food and Beverage department along with the guest
details for them to be able to do the needful.
3. Any guest who requires assistance in organizing a function would be
directed to the Banquet department or the Convention department.
SPECIAL REQUESTS
At the time of reservations guest may

make special requests to make their
stay more comfortable. The requests
can be from the usual to the bizarre.
The reservation agent must be frank if
a request cannot be made or is against
the policy of the hotel. Below is a list
of requests:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
SPECIAL REQUESTS
ARRIVAL:
Hotel coach or limousine service
A name display board by the driver at the airport
Wheelchair at the porch
Pre-registration
Early arrival
Security service (dignitaries, celebrities)
Confidential check-in (celebrities)
Welcome drinks (groups, dignitaries, celebrities)
Exclusive check-in counter (groups, delegates)
ROOM:
Extra pillows
Orthopedic mattress
Non-smoking room
Room for the handicapped
Adjacent room allocation
Interconnecting rooms
Rooms with preferred views
Full bar
Celebration cake in room
Chilled champagne in bucket
SERVICES:
Safety deposit facility
Left luggage facility
Kennel services
Baby-sitting service
Meeting rooms
Secretarial service
Florist service
Expecting important mail
Specialist medical services
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
BILLING:
Late departure
Master folio (for groups)
Split folio (for two sharing a room)
UNUSUAL REQUESTS
Facility for exotic pets (boa constrictor, chimpanzee, alligator,
parakeet!)
Practice room for musicians (rock bands)
Escort service for singles
Tickets for local events
Performers for private party in suite
Permission to keep arms
Masseuse in the room
Room converted to hospital bed (with IV, heart monitor, etc)
Room without magnetic field (for those with heart pacemakers)
Special meals for groups
Special kitchen for preparation of metals for pilgrims
Preacher of a faith
Meditation room (for Buddhist groups)
Prayer Room (for Islamic groups)
Practice groups (for sports teams)
Security blanket and communications blackout (heads of state)
Special TV Channels (during sports championships or particular soap
operas)
Escort for child traveling alone
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
FLOW OF SPECIAL REQUEST
When a guest requests special equipment or supplies at registration or

during occupancy, they will almost always ask a front desk agent.
1. The agent then relays the request to the appropriate service centre
or hotel department for processing.
2. Equipment and supplies commonly requested by guests include:
1. Bed board
2. Adaptor
3. Vase
4. Pillow Fort
5. Baby cot
COMMON SPECIAL REQUEST

1. Arranging gifts
2. Finding doctor
3. Charging cellphone
4. Find a minister
5. Arranging for a bodyguard
6. Hire a limo
7. Charter a private jet
8. Reserve front-row seats at shows
9. Repair shoes
10. Find a tuxedo
11. Arrange a tour
12. Plan birthday parties
13. Map out a hike
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
STEPS TO HANDLE SPECIAL REQUESTS
1. Listen to get the facts.

2. Probe into the needs of guest by asking questions to clarify his request.
3. Explain what you can do or offer alternative.
4. Confirm with the guest that this is satisfactory.
5. Use positive words like: Certainly, I will be happy/glad to
6. Take personal responsibility to do it. Do not give guest a run around or
passing on request to other departments.
7. Follow up.
8. Give information to the guest.
a. Provide directions to the guest when asked.
b. Be sure that you are given the correct information.
Guests are the main reason on which the hotel performs, hence any request
from the guest (even abnormal requests) have to be sorted out and must be
fulfilled to the maximum, giving the guest maximum satisfaction in the
services of the hotel.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. false
2. true
3. false
4. false
5. true
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
LEARNING OUTCOME #3 UPDATE RESERVATIONS
CONTENTS:
Financial Status of the Reservation
Amendments or Cancellations
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

Front Office forms
ASSESSMENT METHODS:
Written Test
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Learning Outcome 3
Update Reservations
Financial Status of the development of the Institutional
Reservation Competency Evaluation Tool which
after finishing a competency of the
Read Information Sheet 1.3-2: qualification.
Amendments or Cancellations Go through the learning activities
outlined for you on the left column to gain
the necessary information or knowledge
Perform Task Sheet 1.3-2 on before doing the tasks to practice on
Update Reservations performing the requirements of the
evaluation tool.

Advise Others on Reservation Details
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
FINANCIAL STATUS OF THE RESERVATION
1.) identify the importance of keeping an updated account

2.) enumerate the steps in updating guest accounts
Guest accounts must be updated regularly with charges and adjustments

because this impacts on company profits in the following ways:
Accounts are kept up to date with

the minimum of effort. These
impacts positively on productivity
and efficiency. Less time will be
spent trying to find outstanding
documents and dealing with
discrepancies.
To minimize the chances of the
guest departing before all charges
have been posted. This would save
on costs of contacting the guest
and losing out on payments
especially with foreign guests.
To reassure guests that their accounts are being managed accurately and
efficiently. A satisfied guest implies repeat business.
It is vital that guest accounts are stored in a secure pace and that
unauthorized persons are unable to access filing cabinets and the computer
system. The consequences of not doing so have negative implications on
both the employee and the company.
Correct storage and filing of accounts are necessary for the following
reasons:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. Security purposes: to prevent unauthorized access and the tampering of
accounts, such as, the creation of false revenue and fraudulent charges
and adjustments to guest accounts.
2. Inaccurate transactions: The presence of unauthorised persons in
ones work area increases the risk of inaccurate transactions. Not only
will the company suffer from account imbalances and profit losses, but
the guest may be upset at having incorrect charges etc. These impacts
on guest satisfaction, which in turn affects repeat business.
3. Personal accountability: Front desk staffs that handle and process
guest accounts are responsible and accountable for computer
transactions and for the filing and storage of account documentation
while on duty.
4. All guest information is confidential: this includes account
information, and unauthorised persons must not be allowed access to
such information.
Below are procedures for filing and storing guest accounts correctly:
1. Bar, restaurant and telephone charges will be automatically charged to

guest accounts. On receipt of the supporting dockets, file them in the pit
under the relevant room number.
2. Deal with one thing at a time and ensure that documentation is filed as
you go along to ensure that nothing is lost or misfiled
3. To safeguard computer files from being tampered with, always sign out
when leaving the desk (At menu, select F3, option 3 sign out).
Credit checks need to be carried out to establish whether customers are able
to pay for their accounts.
Most establishments prefer cash up-front. However, when a guest chooses

to pay by credit card or cheque, establishments usually carry out pre-
authorization procedures to prevent debt problems. Guests account
balances are checked, and if necessary the total projected costs for the
duration of he guests stay (including extras) is blocked to ensure that the
funds will be available when the guest checks out.
In addition to this it is important to identify accounts which are reaching

their credit limits for the following reasons:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Guests need to be kept informed of the status of their accounts.
To ensure that the guest is good for the amounts accruing to the
account, and to prevent the possibility that the guest is unable to pay.
Preparing and finalizing account documentation before departure of guests
ensures that:
The numbers of guest departures are known and guests can be referred
to by their names when they are asked for their room numbers. This
ensures personalized treatment and guest satisfaction.
Errors can be picked up in advance and sorted out so that the guest is
given correct documentation at the time of departure.
Time wastage is minimized and the guest is not kept waiting. This
creates the impression that the organization is efficient and professional.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. true
2. false
3. true
4. true
5. false
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
AMENDMENTS OR CANCELLATIONS
1.) Identify the procedures on revision and cancellations of reservation

2.) Give the steps on how to handle revision and cancellation of
reservation
REVISION AND CANCELLATIONS

FIT Cancellation/Revision
Often a guest may cancel his travel plans or ask for revision of his booking
instructions. Travel Agents may cancel a hotel reservation without being
bound to pay compensation to the hotel, provided they send the cancellation
notice 489 hours (two days) before. In the event of a notice being received
within 48 hours, the hotel is entitled to claim compensation for the first
night to offset the possibility of not selling the room. In the resort properties
where rooms are booked well in advance and it is not easy to resell them at
short notice, the hotel can ask the travel agent for the complete period of
booking provided they do not sell the room again. If the room is resold the
benefit must be passed on to the travel agent.
The following steps would need to be taken:

Step 1: take down the revision and cancellations on Revision/Cancellation
Form given bellow. Revisions and cancellations may reflect for the following
reasons.
Cancellation of Booking in this case it is important to note the name
person, address and telephone number of the caller. We do not want
to have the guest arriving when his or her booking is cancelled. Such
cancellation requested must be followed by written instructions
immediately.
Change in the number of room booked.
Change in the type of room booked.
Change in rate of the room because of the revision in type of room.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Change in arrival and departure dates.
Change in the Airline and/or flight number. This is especially
important if the hotel transport is required by the guest from the
airport to hotel and otherwise.
Scheduled check-in and check-out time in case the reservation agent
has to book a room a night before for the gusts arrival or retain the
room for a late check-out. Obviously the room charges will vary for the
duration.
Additional remarks in terms of special instructions as arrangement of
wheelchair, crib in the room, baby sitter service ect.
Surname: First Name: Middle Name:

Address: Telephone No.:
Original Reservation
Room: ___Single ___Double ___Suite
Rate:
Arrival Date: Departure Date:
Airline & Flt. No.: Airline & Flt. No.:
Time of Check-in: Time of Check-out:
Cancellation
Name of Person Canceling: Telephone:
Address:
Revision
Room: ___Single ___Double ___Suite
Rate:
Arrival Date: Department Date:
Airline & Flt. No.: Airline & Flt. No.:
Time of Check-
Time of Check-in:
out:
Received by: Date: Remarks:
Step 2: Amend the Reservation Chart by removing the room allocation made
of the earlier dates and allocating the rooms on the new dates in case of a
ICCI QA SYSTEM
revision.
Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Step 3: Amend or remove the Reservation Slip from the rack. In case of
Amendments prepare a new Reservation Slip attaching the old and new slips
with the revision/cancellation forms to the appropriate correspondence and
file.
In a computerized computer system amendments can be entered
directly into the reservation form of guest. The name & and date of the
person making the amendment is also recoded. A written confirmation is
however required.
Group Cancellation
Group Cancellations can be

serious for a hotel in view of the
volume of rooms involved. Hotels
cannot resell those rooms at
short notice and therefore, would
like to protect themselves from
unscrupulous tour operator s
and travel agents. Cancellation
notices apply on the following
terms in most cases. Hotels may
apply their own policies however.
10- 14 persons 14 clear days
21 50 persons 21 clear days
50 and above 30 days
A tour operator is liable to pay up to 25% of the entire groups stay as

indemnity if a cancellation notice is received before 48 hours. If the
cancellation is within 48 hours the tour operator is liable to pay the entire
group stay provided the rooms are not resold.
Should the tour operator or travel agents wish to shift the group to
another hotel in the city, he should do so before 60 days otherwise a 10%
charged is placed on the agent entire group stays as indemnity. Similarly, a
hotel
ICCI QAmay cancel a reservation the advance deposit is received by the hotel
SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
without indemnity. After the deposit is received the hotel is required to give
60 days notice of cancellation and refund of deposit. If cancellation is within
60 days the hotel is liable to compensate the agent the balance of the costs
the agent has to pay for securing alternative accommodation.
Should a hotel not be able to provide confirmed accommodation, it becomes

the hotels responsibility to provide hotel accommodation in other hotel of
the same quality and pa y for any difference in rates if applicable. The hotel
is also liable to pay the transportation costs to the alternative hotel. The
only time a hotel is absolved fro any compensation is in the case of a force
majeure which includes war or acts of God (natural calamities). A hotel
likewise cannot claim compensation from the agent in the case of war, riots,
air/sea transport failures, epidemics and acts of God like flood, storms,
blizzards, earthquake etc. Both parties must inform each other immediately
in each case followed by factual evidence of such events. Normally news
cuttings will serve the purpose.
Resorts hotels require a minimum 60 days cancellation notice and
forfeit of deposit the rooms are not resold.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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
check-in 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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. true
2. false
3. true
4. true
5. false
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.

information sheet
Steps/Procedure:
1. Refer to the Revision Form, list down the revision needed.

2. Refer to the availability board, amend the allocation made earlier
3. Amend reservation form from the rack.
Checklist
Assessment Method:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
LEARNING OUTCOME #4 Advise Others on Reservation Details
CONTENTS:
Ensuring Accuracy of Data

Advising Colleagues and Coworkers from Other Departments
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
Front Office forms
ASSESSMENT METHODS:
Written Test
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Learning Outcome 4
ADVISE OTHERS ON RESERVATION DETAILS
Read Information Sheet LO1.4- This Learning Outcome deals with the
1: Ensuring Accuracy of Data development of the Institutional
Competency Evaluation Tool which
Answer Self-check LO1.4-1
Read Information Sheet LO1.4- after finishing a competency of the
2: Advising Colleagues and qualification.
Coworkers from Other
Go through the learning activities
Departments
outlined for you on the left column to
gain the necessary information or
Answer Self-check LO1.4-2
knowledge before doing the tasks to
practice on performing the requirements
of the evaluation tool.
Receiving and Processing
Reservations.

youre through with this module and can
already go to the next unit of competency.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
ENSURING ACCURACY OF DATA
1.) Distinguish the appropriate procedure in ensuring accuracy of date

2.) Enumerate the basic tips in taking reservation on phone
3.) Identify techniques in handling guest departures
Being familiar with company procedures and being able to identify customer
needs facilitates efficient work practices and promotes guest satisfaction.
Telephone plays an important role in times of reservation on phone. Perfect
telephone handling ensures efficiency of the reservation agent which at the
same time upholds hotels standard. All the time you should follow proper
telephone manner.
Basic Tips for Taking

Reservation on Phone:
1. Pick up the phone before 3

rings.
2. Greet the caller according to the time. Try to keep very fresh, clear and
friendly voice tone so that guest from other side of the phone may feel
comfortable. Remember, FIRST IMPRESSION IS THE LAST
IMPRESSION
3. It is advisable to greet in this way Good Morning. This is Hotel X.

Thank you for calling. How may I help you, sir?
4. Try to identify caller gender by his or her sound. Listen to the name
properly. Repeat the name with Mr. or Ms. Caller may be hurt if you by
mistake call him wrongly.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
5. Try to understand why the caller calls. In a hotel people call not only for
making reservation but also but also for getting information, arranging
party, and sending message to a guest or making business deal etc. So,
first listen carefully to identify what sorts of assistance the caller wants
from you.
6. If the caller calls for room reservation and if she is not a repeated guest
then you should try to give a short overview on your hotel including
hotels feature and amenities, specialty, special offer you are offering etc.
7. In the meantime, look at the room status or reservation chart. It will be

so bad if after informing everywhere, guest becomes convinced and
wants to have a room booked but dont find any room to sell as all are
occupied. So, always be updated specially about room status.
8. If callers requested date indicates SOLD OUT which means you are
unable to sell the room for that specific date, then very politely say sorry
to the guest and let him know why you are unable to sell the room.
9. If the requested date indicates WAIT-LISTED then politely inform the

guest about the situation and inform him that the reservation on that
day is wait-listed for that reason you are taking his reservation but not
giving full guarantee and request him to check again closer to that
requested date.
10. After giving an overview of the hotel, now try to identify what sorts of
room the caller wants and try to offer him some options so that he can
decide from his own of if he needs then assist him.
11. If the guest want to book the room then say that we are very please to
reserve a room for you. May I have some information from you please?
Now try to collect these information with proper spelling:
a. Name of Guest
b. His contact address
c. Room types
d. Room
ICCI QA SYSTEM rates
Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
e. Date of arrival
f. Date of departure
g. Date of reservation made
h. Mode of Payment
i. Special remark (if any)
j. Reservation made by person or company
12. Repeat all the information caller gives and at the same time give him a
reservation confirmation number.
13. If you have any objection about guests mode of payment or anything
then inform the guest about your rules and request him to give you
another option.
14. After settling everything thanks the caller for his patience and calling
you. End up the call as warmly as you start and try to make him feel
that he just have made a perfect decision.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
It is important to give guests/customers accurate information to avoid
misunderstandings, discrepancies and false expectations.
To do this, tell them exactly:
what they can expect from the company
when they can expect it
how often they can be updated on the status of work in progress/ until a
task is complete
If guests/customers are fully informed, they are unlikely to be difficult. One

can save more time by being accurate and precise than misleading and
vague.
Consider the following when handling guest departures:

By looking up guests that are expected
to check out the next day, one can
familiarize oneself with guest names
and the number of departures to
expect. If one expects a large number
of checkouts, one can organize
additional assistance (receptionists,
porters, managers etc) in advance.
One can also prepare documentation in
advance to avoid delays.
When a guest approaches the desk to check out, ask for the room
number and respond to the guest by using his/her name. Guests like
the personal touch.
Finish one room account before moving onto another
If guests are queuing, it is useful to have a member of management
available to talk to them, and ask them to complete a guest questionnaire
while they wait.
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. true
2. false
3. false
4. true
5. true
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
ADVISING COLLEAGUES AND COWORKERS
FROM OTHER DEPARTMENTS
1.) Identify the different departments where front office interact with
2.) Enumerate the functions of each department to front office services
FRONT OFFICE INTERACTION WITH OTHER DEPARTMENTS IN THE

HOTEL
The front office staff interacts with all departments of the hotel, including
marketing and sales, housekeeping, food and beverage, banquet, controller,
maintenance, security, and human resources. These departments view the
front office as a communication liaison in providing guest services. Each of
the departments has a unique communication link with the front office
staff.
MARKETING AND SALES DEPARTMENT
The marketing and sales department

relies on the front office to provide data
on guest histories, details concerning
each guests visit. Some of the
information gathered is based on zip
code, frequency of visits, corporate
affiliation, special needs, and
reservations for sleeping rooms. It is
also the front offices job to make a good
rst impression on the public, to relay
messages, and to meet the requests of
guests who are using the hotel for meetings, seminars, and
banquets.
The guest history is a valuable resource for marketing and sales, which use
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
the guest registration information to target marketing campaigns, develop
promotions, prepare mailing labels, and select appropriate advertising
media. The front office staff must make every effort to keep this database
current and accurate.
The process of completing the booking of a special function (such as a

wedding reception, convention, or seminar) depends on the availability of
sleeping rooms for guests. The marketing and sales executives may have to
check the lists of available rooms three, six, or even twelve months in the
future to be sure the hotel can accommodate the expected number of guests.
A database of available rooms is maintained in the property management
system by the front office.
The rst guest contact with

the marketing and sales
department is usually
through the hotels
switchboard. A competent
switchboard operator who
is friendly and knowledge-
able about hotel operations
and personnel will make a
good rst impression,
conveying to the prospective client that this hotel is competent. When the
guest nally arrives for the function, the rst contact with the hotel is
usually through the front office staff. The front office manager who makes
the effort to determine which banquet supervisor is in charge and
communicates that information to the desk clerk on duty demonstrates to
the public that this hotel is dedicated to providing hospitality.
Messages for the marketing and sales department must be relayed

completely, accurately, and quickly. The switchboard operator is a vital link
in the communication between the prospective client and a salesperson in
the marketing and sales department. The front office manager should
instruct all new personnel in the front office about the staff in the marketing
and sales department and what each persons job entails (this applies to all
departments in the hotel, not just marketing and sales). Front office
employees should know how to pronounce the names of all marketing and
sales employees. To help front office staff become familiar with all these
people, managers should show new employees pictures of the department
directors and supervisors. Requests for service at meetings, seminars,
banquets, and the like are often made at the front office. The banquet
manager, a person who is responsible for fulfilling the details of service for a
banquet or special event, or sales associate, a person who books the guests
requirements
ICCI QA SYSTEM for banquets and other special events, might be busy with

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
another function. If a guest needs an extension cord or an electrical outlet
malfunctions, the front desk staff must be ready to meet the guests needs.
The front office manager should establish standard operating procedures for
the front office employees to contact maintenance, housekeeping,
marketing and sales, or the food and beverage department to meet other
common requests. Knowing how to nd a small tool kit, adapters, adhesive
materials, extra table covers, or window cleaner will help the guest and will
save the time involved in tracking down the salesperson in
charge.
HOUSEKEEPING DEPARTMENT
Housekeeping and the front office communicate with each other about
housekeeping room status, the report on the availability of the rooms for
immediate guest occupancy. Housekeeping room status can be described in
the following communication terms:
Available Clean, or Readyroom is ready to be occupied

Occupiedguest or guests are already occupying a room
Stayoverguest will not be checking out of a room on the current day
Dirty or On-Changeguest has checked out of the room, but the
housekeeping staff has not released the room for occupancy
Out-of-Orderroom is not available for occupancy because of a
mechanical malfunction
Housekeeping and the front office also communicate on the details of

potential house count (a report of the number of guests registered in the
hotel), security concerns, and requests for amenities (personal toiletry items
such as shampoo, toothpaste, mouthwash, and electrical equipment). These
issues are of immediate concern to the guest as well as to supervisors in the
hotel.
Reporting of room status is handled on a face-to-face basis in a hotel that

does not use a property management system (PMS). The bihourly or hourly
visits of the housekeeper to the front desk clerk are a familiar scene in
such a hotel. The official reporting of room status at the end of the day is
accomplished with a housekeepers room reporta report prepared by the
housekeeper that lists the guest room occupancy status as vacant,
occupied, or out-of-order. Sometimes even regular reporting of room status
is not adequate, as guests may be anxiously awaiting the opportunity to
occupy a room. On these occasions, the front desk clerk will have to
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
telephone the oor supervisor to determine when the servicing of a room will
be completed.
The housekeeper relies on the

room sales projectionsa
weekly report prepared and
distributed by the front office
manager that indicates the
number of departures,
arrivals, walk-ins, stayovers,
and no-showsto schedule
employees. Timely
distribution of the room sales
projections assists the
executive housekeeper in
planning employee personal
leaves and vacation days.
The front desk also relies on

housekeeping personnel to
report any unusual
circumstances that may
indicate a violation of security
for the guests. For example, if
a maid or houseman notices
obviously non-registered guests on a oor, a re exit that has been propped
open, or sounds of a domestic disturbance in a guest room, he or she must
report these potential security violations to the front office. The front office
staff, in turn, will relay the problem to the proper in-house or civil authority.
The front office manager may want to direct the front desk clerks and
switchboard operators to call oor supervisors on a regular basis to check
activity on the guest oors.
Guest requests for additional or special amenities and guest room supplies
may be initiated at the front desk. The prompt relay of requests for extra
blankets, towels, soap, and shampoo to housekeeping is essential. This is
hospitality at its best.
Communication between the food and beverage department and the front
office is also essential. Some of this communication is conveyed by relaying
messages and providing accurate information on transfers, which are forms
used to communicate a charge to a guests account. Communication
activities also include reporting predicted house counts, an estimate of the
number of guests expected to register based on previous occupancy
activities, and processing requests for paid-outs, forms used to indicate the
amounts
ICCI of monies paid out of the cashiers drawer on behalf of a guest or
QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
an employee of the hotel. These vital services help an overworked food and
beverage manager, restaurant manager, or banquet captain meet the
demands of the public.
Incoming messages for the food and beverage manager and executive chef
from vendors and other industry representatives are important to the
business operation of the food and beverage department. If the switchboard
operator is given instructions on screening callers (such as times when the
executive chef cannot be disturbed because of a busy workload or staff
meetings, or vendors in whom the chef is not interested), the important
messages will receive top priority.
In a hotel that has point-of-sale terminals, computerized cash registers that

interface with a property management system, information on guest charges
is automatically posted to a guests folio, his or her record of charges and
payments. When a hotel does not have point-of-sale terminals that interface
with PMS point-of-sale terminals, the desk clerk is responsible for posting
accurate charges on the guest folio and relies on transfer slips. Also, the
night auditors job is made easier if the transfer slip is accurately prepared
and posted. The front office manager should work with the food and
beverage director in developing standard operating procedures and methods
to complete the transfer of charges.
The supervisors in the food and beverage department rely on the predicted
house count prepared by the front office manager to schedule employees
and predict sales. For example, the restaurant supervisor working the
breakfast shift will want to know how many guests will be in the hotel so he
or she can determine how many servers to schedule for breakfast service.
Timely and accurate preparation of this communication tool assists in
staffing control and sales predictions.
Authorized members of the food and beverage department will occasionally

ask the front office for cash, in the form of a paid-out, to purchase last-
minute items for a banquet, the lounge, or the restaurant or to take
advantage of other unplanned opportunities to promote hospitality. Specific
guidelines concerning cash limits, turnaround time, prior approval,
authorized signatures, and purchase receipts are developed by the general
manager and front office manager. These guidelines help to maintain control
of paid-outs.
BANQUET DEPARTMENT
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
The banquet department, which often combines the functions of a marketing
and sales department and a food and beverage department, requires the
front office to relay information to guests about scheduled events and bill
payment.
The front desk staff may also

provide labor to prepare the daily
announcement board, an inside
listing of the daily activities of
the hotel (time, group, and room
assignment), and marquee, the
curbside message board, which
includes the logo of the hotel and
space for a message. Since the
majority of banquet guests may
not be registered guests in the
hotel, the front office provides a
logical communications center.
The daily posting of scheduled events on a felt board or an electronic

bulletin board provides all guests and employees with information on group
events. The preparation of the marquee may include congratulatory,
welcome, sales promotion, or other important messages. In some hotels, an
employee in the front office contacts the marketing and sales department for
the message.
The banquet guest who is unfamiliar with the hotel property will ask at the
front office for directions. This service might seem minor in the overall
delivery of service, but it is essential to the lost or confused guest. The front
office staff must know both how to direct guests to particular meeting rooms
or reception areas and which functions are being held in which rooms. Front
desk clerks, as shown in Figure 3-2, must be ready to provide information
for all departmental activities in the hotel.
The person responsible for paying the bills for a special event will also nd
his or her way to the front office to settle the city ledger accounts. If the
banquet captain is not able to present the bill for the function, the front
desk clerk should be informed about the specifics of food and beverage
charges, gratuities, rental charges, method of payment, and the like.
CONTROLLER
The controller relies on the front

ICCI QA SYSTEM
office staff to provide a daily
Front Office
Services NCII November, 2014 Issued by:
Developed by:
Process INTERFACE
TVI LOGO
summary of financial transactions through a well-prepared night audit. This
information is also used to measure management ability to meet budget
targets. Since the front office provides the controller with financial data for
billing and maintenance of credit-card ledgers, these two departments must
relay payments and charges through the posting machine or property
management system.
MAINTENANCE OR ENGINEERING DEPARTMENT
The maintenance or engineering department and front office communicate

on room status and requests for maintenance service. Maintenance
employees must know the occupancy status of a room before attending to
plumbing, heating, or air-conditioning problems. If the room is reserved, the
two departments will work out a time
frame so the guest will be able to
enter the room or be assigned to
another room. Cooperative efforts
produce the best solutions to
sometimes seemingly impossible
situations. Figure 3-3 depicts the
essential communication and
planning by departmental managers
to provide guest services at a time
that will not interfere with delivering
hospitality.
Likewise, the requests from guests for the repair of heating, ventilating, and
air- conditioning units; plumbing; televisions; and other room furnishings
are directed to the front desk. These requests are then communicated to the
maintenance department. The front desk clerk must keep track of the repair
schedule, as guests want to be informed of when the repair will be made.
SECURITY DEPARTMENT
Communications between the security

department and the front office are very
important in providing hospitality to the
guest. These departments work together
very closely in maintaining guest security.
Fire safety measures and emergency
communication systems as well as
procedures for routine investigation of
guest security concerns require the cooperation of these departments.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
HUMAN RESOURCES MANAGEMENT DEPARTMENT
The human resources management

department may rely on the front office staff
to act as an initial point of contact for
potential employees in all departments. It
may even ask the front office to screen job
candidates. If so, guidelines for and training
in screening methods must be provided.
Some directors of human resources

management depend on the front office to
distribute application forms and other
personnel-related information to job applicants. The potential employee may
ask for directions to the personnel office at the front desk. The human
resources management department may also develop guidelines for the front
desk clerk to use in initially screening candidates. For example, the
guidelines may include concerns about personal hygiene, completion of an
application, education requirements, experience, and citizenship status.
This information will help the executives in the human resources
management department interview potential job candidates.
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.
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
1. true
2. false
3. false
4. true
5. true
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Task Sheet 1.4-2
Title: Advise Others on Reservation Details
Performance Objective: To make sure that advising other on

reservation details is carried out accordingly, given that the
candidate is provided with the necessary tools and equipment to
successfully complete the task.
Supplies: Reservation form, pen, paper, related information sheet
Steps/Procedure:
1. Refer to the Reservation Form, take note of the general and

specific guest requirements
2. Using the telephone, call the department concern to relay guest
request
3. Should it be needed, follow up the department concern regarding
guest request to make sure that the request is attended to.
Checklist
Assessment Method:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Criteria YES NO
1. Guest request is accurately noted and

recorded in the reservation form.
2. Concern department is properly notify

regarding guest request.
3. Guest request is accommodated and address

accordingly.
RESOURCES:
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO
Front Office Manual, Development of Hotel Skills and Staff Performance,
Maggio 2003 prepared by: Sherif Noaman
Front Office Services, Competency-Based Learning Materials, October 2014,

Prepared by: Ms. Emily M. Dimla
Front Office Operations and Management

By: Ahmed Ismail
Front Office Management & Operations

By: Sudhir Andrews
http://www.hospitality-school.com/hotel-telephone-reservation
ICCI QA SYSTEM

Front Office
Services NCII
Developed by:
Process INTERFACE
TVI LOGO

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COMPETENCY BASED LEARNING

The picture is an action picture

Qualification Title : FRONT OFFICE SERVICES NC II

Unit of Competency: Receive and Process Reservations

Module Title : Receiving and Processing Reservations

Date Developed: Document No. ICCI-FO2-0301

INTERFACE COMPUTER COLLEGE, INC.

Date Developed: Document No. ICCI-FO2-0301

The unit of competency, Receive and Process Reservations, is one of

The module, Receiving and Processing Reservations, contains training

In this module, you are required to go through a series of learning

Read information sheet and complete the self-checks.

You must pass the Institutional Competency Evaluation for this

FRONT OFFICE SERVICES NC II

Date Developed: Document No. ICCI-FO2-0301

Receive and process Receiving and processing

Operate a computerized Operating a computerized

Provide accommodation Providing accommodation

4 Conduct night audit Conducting night audit TRS5123108

Provide club reception Providing club reception

6 Provide porter services Providing porter services TRS5123109

Date Developed: Document No. ICCI-FO2-0301

UNIT OF COMPETENCY : Receive and Process Reservations

MODULE TITLE : Receiving and Processing Reservations

Nominal Duration: 24 hours

At the end of this module, students MUST be able to:

1. Receive reservation request

Date Developed: Document No. ICCI-FO2-0301

Qualification Title : Front Office Services NC II

Unit of Competency : Receive and Process Reservations

Module Title : Receiving and Processing Reservations

Upon completion of this module, you MUST be able to:

2. Offered alternatives, including waitlist options, if requested booking is

3. Responded to inquiries regarding rates and other product features

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

5. Checked customer profile or history, if available, and used information

Date Developed: Document No. ICCI-FO2-0301

7. Confirmed all details of customer bookings to the customer and ensured

8. Filed reservations in a manner which ensures easy access by others and

10. Updated financial status of the reservation accurately in accordance

11. Received, processed and recorded amendments or cancellations of

12. Communicated general and specific customer requirements and

13. Compiled and provided accurate and relevant reservation statistics to

14. Demonstrated skills in receiving and processing reservations for multiple

Date Developed: Document No. ICCI-FO2-0301

1. Availability of the reservation is determined and advised to the

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

Equipment: computer, telephone

Date Developed: Document No. ICCI-FO2-0301

Receive Reservation Request

Learning Activities Special Instructions

After doing all the activities for this LO,

Date Developed: Document No. ICCI-FO2-0301

After reading this information sheet, you must be able to:

1.) define what is reservation

A reservation is a booking or request for some time in the future.

All reservation systems require:

A MANUAL RESERVATION SYSTEM

Date Developed: Document No. ICCI-FO2-0301

Date Developed: Document No. ICCI-FO2-0301

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM/SOFTWARE

Date Developed: Document No. ICCI-FO2-0301