Competency Based Curriculum - Front Offi

COMPETENCY-BASED
CURRICULUM
Sector:
Tourism (Hotel and Restaurant)

Qualification:
FRONT OFFICE SERVICES NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
CBC- FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 1

TABLE OF CONTENTS
Page
A...COURSE DESIGN.......................................................................................1-19
B. MODULES OF INSTRUCTION..................................................................20-98
 Basic Competencies................................................................................21-36
o Participating in workplace communication
o Working in a team environment
o Observe gender sensitivity in the workplace
o Practicing career professionalism
o Demonstrate work values and gender sensitivity
o Practicing occupational health and safety procedures
o Practice basic housekeeping procedures
 Common Competencies........................................................................38 - 62
o Developing and updating industry knowledge
o Observing workplace hygiene procedures
o Performing computer operations
o Performing workplace and safety practices
o Providing effective customer service
 Core Competencies...............................................................................64 - 98
o Receiving & Process Reservations ..............................................64– 68
o Operating Computerized Reservations System .............................69-77
o Providing accommodation reception services ................................78-82
o Conducting night audit………………………………………………...83-92
o Providing club reception services....................................................93-98
o Providing concierge and bell services.............................................93-98
o Providing cashiering services..........................................................93-98
CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 2

COURSE TITLE FRONT OFFICE SERVICES
NOMINAL DURATION OF THE 471 hrs

PROGRAM
QUALIFICATION LEVEL NC II
This course covers the knowledge, skills and

COURSE DESCRIPTION attitudes in Front Office services NC II in
accordance with Enterprise standards. It covers
basic, common and specialized (core)
competencies such as receive and process
reservations, operate computerized reservation
system, Provide accommodation reception
services, conduct night audit, provide club
reception services, and provide porter services.
At the end of the course, the students should be
able to:
COURSE OUTCOMES
Summary of all the LO’s 1. Obtain and convey workplace information

2. Complete relevant work related
documents
3. Participate in workplace meeting and
discussion applying gender-fair language
4. Follow routine spoken messages
5. Perform workplace duties following
written notices
6. Describe and identify team role and
scope, identify individual role and
responsibilities within a team
7. Describe and work as a team member
8. Develop effective workplace relationship
including personal values and beliefs
related to gender
9. Contribute to work group activities
10. Discuss the differences between sex and
gender
11. Discuss gender identity and sexual
orientation
12. Analyze the different manifestation of
gender inequality in TVET and in society
13. Discuss gender and rights based
approach to sexual and reproductive
health including HIV – AIDS awareness
and prevention
14. Integrate personal objectives with
organizational goals
15. Set and meet work priorities
16. Maintain professional growth and
development
17. Describe the purpose of work
18. Identify and deal with ethical problems
19. Apply work values and gender sensitivity
20. Maintain integrity of conduct in the
workplace
21. Integrate personal objectives with
organizational goals
22. Set and meet work priorities
23. Maintain professional growth and
development
24. Sort and remove unnecessary items
25. Arrange items
26. Maintain work areas, tools and
equipment
27. Follow standardized work process and
procedures
28. Perform work spontaneously
29. Seek information on the industry
30. Update industry knowledge
31. Follow hygiene procedures
32. Identify and prevent hygiene
33. Plan and prepare for task to be
undertaken
34. Input data into computer
35. Access information using computer
36. Produce/output data using computer
system
37. Maintain computer equipment and
system
38. Follow workplace procedures for health,
safety and security practice
39. Deal with emergency situations
40. Maintain safe personal presentation
standards
41. Greet customer
42. Identify customer needs
43. Deliver service to customer
44. Handle queries through telephone, fax
machine, internet and email
45. Handle complaints, evaluation and
recommendations
46. Receive reservation request
47. Record details of reservation
48. Update reservations
49. Advise others on reservation details

50. Computerize reservation system is
operated based on property standards
operated based on property standards
52. Create and process reservations
53. Send and receive
54. Reservation communications
55. Prepare reception area for guest arrival
56. Welcome and register guests
operated
58. Perform “During Stay” functions
59. Organize guest departure
60. Prepare front office records and reports
61. Process internal financial transactions
62. Complete routine records and reports
63. Provide information on club services and
process membership
64. Monitor entry to club
65. Handle guest arrivals and departures
66. Handle guest luggage
67. Respond to request for concierge
services
68. Prepare guest folio
69. Collect cash, cash equivalent or non-
cash transactions
70. Process receipts and payments
71. Reconcile financial transactions at the
end of the shift

COURSE STRUCTURE
BASIC COMPETENCIES
47 Hours
Unit of Competency Module Title Learning Outcomes No. of

Hrs
1. Participate in Participating in 1. Obtain and convey

workplace workplace workplace information 5.5
communication communication 2. Complete relevant work
related documents.
3. Participate in workplace
meeting and discussion
applying gender-fair
language.
4. Follow routine spoken
messages.
5. Perform workplace duties
following written notices.
2. Work in a team Working with others 1. Describe and identify team 5

environment role and responsibility in a
team
2. Describe and work as a
team member.
Observing Gender 1. Discuss the differences 12

Sensitivity in the between sex and gender.
workplace 2. Discuss gender identity
and sexual orientation
3. Analyze the different
manifestation of gender
inequality in TVET and in
society.
4. Discuss gender and rights
based approach to sexual
and reproductive health
including HIV-AIDS
awareness and
prevention.
3. Practice career Practicing career 1. Integrate personal objectives 5.5

professionalism professionalism with organizational goals.
2. Set and meet work priorities.
3. Maintain professional growth
and development.

Demonstrating work 1. Describe the purpose of 7
values and gender work.
sensitivity 2. Identify and deal with
ethical problems.
3. Apply work values and
gender sensitivity.
4. Maintain integrity of
conduct in the workplace.
4. Practice Practicing 1. Integrate personal objectives 6

occupational occupational health with organizational goals.
health and safety and safety 2. Set and meet work priorities.
procedures 3. Maintain professional growth
and development.
Practicing basic 1. Sort and remove 6

housekeeping unnecessary items.
procedures 2. Arrange items.
3. Maintain work areas,
tools and equipment.
4. Follow standardized
work process and
procedures.
5. Perform work
spontaneously
Total 47

COMMON COMPETENCIES
(24)
No.
Unit of Module Title Learning Outcomes of
Competency Hrs
1. Develop and 1.1 Developing 1. Seek information on the industry
update Industry and updating 2. update industry knowledge 4
Knowledge Industry
Knowledge
2. Observe 2.1 Observing 1. Follow hygiene procedures

Workplace Workplace 2. Identity and prevent hygiene 4
Hygiene Hygiene
Procedures Procedures
3. Perform 3.1. Performing 1. Plan and prepare for task to be 8

Computer Computer undertaken
Operations Operations 2. Input data into computer
3. Access information using computer
4. Produce/output data using
computer system
5. Maintain computer equipment and
system
4. Perform 4.1 Performing 1. follow workplace procedures for

Workplace and workplace health, safety and security practice 4
Safety Practices and Safety 2. deal with emergency situations
Practices 3. maintain safe personal
presentation standards
5. Provide 5.1 Providing 1. greet customer

Effective Effective 2. identify customer needs 4
Customer Customer 3. deliver service to customer
Service Service 4. handle queries through telephone,
fax machine, internet and email
5. handle complaints, evaluation and
recommendations
Total 24

CORE COMPETENCIES
(400 Hours)
UNIT OF NOMINAL
COMPETENCY MODULE TITLE MODULE CONTENT DURATION
1. Receive and 1.1 Receiving and 1.1 Receive reservation 80 hrs
process process request
reservations reservations 1.2 Request details of
reservation
1.3 update reservations
1.4 advise others on
reservation details
2. Operate a 2.1 Operating a 2.1 Computerize reservation 80 hrs
computerized computerized system is operated
reservations reservations based on property
system system standards
2.2 Create and process
reservations
2.3 Send and receive
reservation
communications
3. Provide 3.1 Providing 3.1 Prepare reception area for 50 hrs
accommodation accommodati guest arrival
reception services on reception 3.2 Welcome and register
services guests
3.3 Computerize reservation
system is operated
3.4 Perform “During Stay”
function
3.5 Organize guest departure
3.6 Prepare front office records
and reports
4. Conduct Night 4.1 Conducting 4.1 Process internal financial 80 hrs
Audit Night Audit transactions
4.2 Complete routine records
and reports
5. Provide club 5.1 Providing club 5.1 Provide information on club 40 hrs
reception services reception services and process
services memberships
5.2 Monitor entry to club
6. Provide Concierge 6.1 Providing 6.1 Handle guest arrivals and 30 hrs
and bell services concierge and departures
services 6.2 handle guest luggage
6.3 Respond to request for
concierge services
7. Provide cashiering 7.1 Providing 7.1 Prepare guest folio 40 hrs
services cashiering 7.2 Collect cash, cash
services equivalents or non-cash
transactions
7.3 process receipts and
payments
7.4 reconcile financial
transactions at the end
of the shift
Total 400

COMPETENCY ANALYSIS
This table reflects the number of modules developed in a particular unit of competency
UNITS OF COMPETENCY NO. OF MODULE TOTAL

DEVELOPED
BASIC
1. Participate in Workplace Communication 1

2. Work in Team Environment 1
3. Observe Gender Sensitivity in the Workplace 1
4. Practice Career Professionalism 1
5. Demonstrate work values and gender sensitivity 1
6. Practice Occupational Health and safety Procedures 1
7. Practice basic housekeeping procedures 1 7
COMMON
1. Developed and Update Industry Knowledge 1

2. Observe Workplace Hygiene Procedures 1
3. Perform Computer Operations 1
4. Perform Workplace and Safety Practices 1
5.Provide Effective Customer Service 1 5
CORE
1. Receive and Process Reservations 1

2. Operate Computerized Reservation System 1
3. Provide Accommodation Reception Services 1
4. Conduct Night Audit 1
5. Provide Club Reception Services 1
6. Provide Concierge and bell services 1
7. Provide Cashiering Services 1 7
Total 19

RESOURCES:
EQUIPMENTS TOOLS TRAINING

MATERIALS/RESOURCES
Computer and printer Credit card voucher Log book

holder
Cash Register Bell boys cart Room key
Fake Bills detector Ving card
Ving card key marker White board/cork board
Ving card verifier Empty envelopes
Key rack Luggage tag
Cash box drawer First aid kit
Guest folio rack Guest directory
Telephone Monitoring form
Fax machine Registration form
Calculator Cancellation booking form
Safety deposit box/drop vault No-show forms
Fire extinguisher General folio
Credit card voucher
Reservation slip
Notice slip
TRAINEE ENTRY REQUIREMENTS
Trainees or students wishing to gain entry into this course should possess the
following requirements:
 can communicate in English both in the oral and written form; and
 can perform basic mathematical computation.
This list does not include specific institutional requirements such as educational
attainment, appropriate work experience, and others that may be required of the trainees by
the school or training center delivering the TVET program.

MODULES OF INSTRUCTION
BASIC COMPETENCIES

BASIC COMPETENCY : COMMUNICATIONS
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.
SUGGESTED DURATION : 5.5 hours
PREREQUISITE : Receive and Respond to Workplace Communication. (NC I)
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO1. Obtain and convey workplace information
LO2. Complete relevant work related documents.
LO3. Participate in workplace meetings and discussions applying gender-fair language
LO 4. Follow routine spoken messages
LO 5. Perform workplace duties following written notices

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.

2. Effective questioning, active listening and speaking skills are used to gather and
convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are identified
and followed.
6. Defined workplace procedures for the location and storage of information are
used.
7. Personal interaction is carried out clearly and concisely.
CONTENTS:
 Parts of speech
 Sentence construction
 Effective communication
CONDITIONS:
The students/ trainees must be provided with the following:
 Writing materials (pen & paper)

 References (books)
 Manuals
METHODOLOGIES:
 Group discussion
 Interaction
 Lecture
 Reportorial
ASSESSMENT METHODS:
 Written test
 Practical/performance test
 Interview

L02. COMPLETE RELEVANT WORK RELATED DOCUMENTS
ASSESSMENT CRTERIA:
1. Ranges of forms relating to conditions of employment are completed accurately

and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical processes are used for routine calculations.
4. Errors in recording information on forms/documents are identified and rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:
 Basic mathematics
 Technical writing
 Types of forms
CONDITIONS:
The students/trainees must be provided with the following:
 Paper
 Pencils/ball pen
 Reference books
 Manuals
METHODOLOGIES:
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview

LO3. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS APPLYING
GENDER-FAIR LANGUAGE
1. Team meetings are attended on time.

2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and established
protocols.
4. Workplace interactions are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.
CONTENTS:
 Recording information
CONDITIONS:
 Paper
 Manuals
METHODOLOGIES:
 Group discussions
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview

LO4. FOLLOW ROUTINE SPOKEN MESSAGES
1. Evaluate hazards and risks

2. Control hazards and risks
3. Maintain occupational health and safety
CONTENTS:
CONDITIONS:
 Paper
 Manuals
METHODOLOGIES:
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview

LO5. PERFORM WORKPLACE DUTIES FOLOWING WRITTEN NOTICES
1. Team meetings are attended on time.

2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and established
protocols.
4. Workplace interactions are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.
CONTENTS:
CONDITIONS:
 Paper
 Manuals
METHODOLOGIES:
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview

BASIC COMPETENCY : TEAM WORK
UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
MODULE TITLE : WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes
required to relate in a work based environment.
SUGGESTED DURATION : 5 hours
PREREQUISITE : TEAMWORK (NC I)
Upon completion of this module, the students/ trainees will be able to:
LO1. Describe and identify team role and scope, identify individual role and responsibility
within a team
LO2. Describe and work as a team member

LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND SCOPE, IDENTIFY INDIVIDUAL
ROLE AND RESPONSIBILITIES WITHIN A TEAM
1. Role and objective of the team is identified.

2. Team parameters, relationships and responsibilities are identified.
3. Individual role and responsibilities within team environment are identified.
4. Roles and responsibilities of other team members are identified and recognized.
5. Reporting relationships within team and external to team are identified.
CONTENTS:
 Team role.
 Relationship and responsibilities
 Role and responsibilities with team environment.
 Relationship within a team.
CONDITIONS:
 Standard operating procedure (SOP) of workplace

 Job procedures
 Client/supplier instructions
 Quality standards
 Organizational or external personnel
METHODOLOGIES:
 Group discussion/interaction
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing

LO2. DESCRIBE AND WORK AS A TEAM MEMBER
1. Individual role and responsibilities within the team environment are identified.
2. Roles and responsibility of other team members are identified and recognized.
3. Reporting relationship within team and external to team are identified.
CONTENTS:
 Team role.
CONDITIONS:

 Job procedures
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing

BASIC COMPETENCY : TEAM WORK
UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
MODULE TITLE : OBSERVING GENDER SENSITIVITY IN THE

WORKPLACE
MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes
required to relate in a work based environment.
PREREQUISITE : TEAMWORK (NC I)
Upon completion of this module, the students/ trainees will be able to:
LO1. Discuss the differences between sex and gender
LO2. Discuss gender identify and sexual orientation
LO3. Analysis the different manifestation of gender inequality in TVET and in society
LO 4. Discuss gender and rights based approach to sexual and reproductive health
including HIV-AIDS awareness and prevention

LO1. DISCUSS THE DIFFERENCES BETWEEN SEX AND GENDER
1. Role and objective of the team is identified.

2. Team parameters, relationships and responsibilities are identified.
3. Individual role and responsibilities within team environment are identified.
4. Roles and responsibilities of other team members are identified and recognized.
5. Reporting relationships within team and external to team are identified.
CONTENTS:
 Team role.
CONDITIONS:

 Job procedures
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing

LO2. DISCUSS GENDER IDENTIFY AND SEXUAL ORIENTATION
4. Individual role and responsibilities within the team environment are identified.
5. Roles and responsibility of other team members are identified and recognized.
6. Reporting relationship within team and external to team are identified.
CONTENTS:
 Team role.
CONDITIONS:

 Job procedures
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing

LO3. ANALYZE THE DIFFERENT MANIFESTATION OF GENDER INEQUALITY IN
TVET AND IN SOCIETY
1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives are made.
3. Reporting using standard operating procedures is followed.
4. Development of team work plans based from team role is contributed.
CONTENTS:
 Communication process
 Team structure/team roles
 Group planning and decision making
CONDITIONS:
 SOP of workplace
 Job procedures
 Organization or external personnel
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Observation of work activities

 Observation through simulation or role play
 Case studies and scenarios.

LO4. DISCUSS GENDER AND RIGHTS BASED APPROACH TO SEXUAL AND
REPRODUCTIVE HEALTH INCLUDING HIV-AIDS AWARENESS AND
PREVENTION
1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives are made.
3. Reporting using standard operating procedures is followed.
4. Development of team work plans based from team role is contributed.
CONTENTS:
 Communication process
 Team structure/team roles
 Group planning and decision making
CONDITIONS:
 SOP of workplace
 Job procedures
 Organization or external personnel
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Observation of work activities

 Observation through simulation or role play
 Case studies and scenarios.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
MODULE TITLE : PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTOR : This module covers the knowledge; skills and attitudes in
promoting career growth and advancement, specifically to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.
NOMINAL DURATION : 5.5 hours
Upon completion of this module, the trainee/student must be able to:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
1. Personal growth and work plans towards improving the qualifications set for
professionalism are evident.
2. Intra and interpersonal relationship in the course of managing oneself based on
performance evaluation is maintained.
3. Commitment to the organization and its goal is demonstrated in the performance
of duties.
4. Practice of appropriate personal hygiene is observed.
5. Job targets within key result areas are attained.
CONTENTS:
 Personal development-social aspects: intra and interpersonal development

 Organizational goals
 Personal hygiene and practices
 Code of ethics
CONDITIONS:
 Workplace
 Code of ethics
 Hand outs and Personal development-social aspects
 CD’s, VHS tapes, transparencies
METHODOLOGIES:
 Interactive -lecture
 Simulation
 Demonstration
 Self-paced instruction
ASSESSMENT METHODS:
 Role play
 Interview
 Written examination

LO2. SET AND MEET WORK PRIORITIES
1. Competing demands to achieve personal, team and organizational goals and

objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
CONTENTS:
 Organizational Key Result Areas (KRA)

 Work values and ethical standards
 Company policies on the use and maintenance of equipment
CONDITIONS:
The students/ trainees must be provided with the following
 Hand outs on
- Organizational KRA
- Work values and ethics
- Company policies and standards
- Sample job targets
 Learning guides
METHODOLOGIES:
 Interactive lecture
 Structured activity
 Demonstration
ASSESSMENT METHODS:
 Role play
 Interview

LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
1. Training and career opportunities relevant to the job requirements are identified
and availed.
2. Licenses and/or certifications according to the requirements of the qualifications
are acquired and maintained
3. Fundamental rights at work including gender sensitivity are manifested/ observed
4. Training and career opportunities based on the requirements of industry are
completed and updated.
CONTENTS:
 Qualification standards
 Gender and development (GAD) sensitivity
 Professionalism in the workplace
 List of professional licenses
CONDITIONS:
The students/trainees must be provided with the following
 GAD handouts
 CD’s, VHS tapes on professionalism in the workplace
 Professional licenses samples
METHODOLOGIES:
 Film viewing
 Role play/simulation
ASSESSMENT METHODS:
 Demonstration
 Interview
 Portfolio assessment

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
MODULE TITLE : DEMONSTRATING WORK VALUES AND GENDER

SENSITIVITY
MODULE DESCRIPTOR : This module covers the knowledge; skills and attitudes in
promoting career growth and advancement, specifically to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.
NOMINAL DURATION : 7 hours
LO1. Describe the purpose of work
LO2. Identify and deal with ethical problems
LO3. Apply work values and gender sensitivity
LO 4. Maintain integrity of conduct in the workplace

LO1. DESCRIBE THE PURPOSE OF WORK
1. Personal growth and work plans towards improving the qualifications set for
professionalism are evident.
2. Intra and interpersonal relationship in the course of managing oneself based on
performance evaluation is maintained.
3. Commitment to the organization and its goal is demonstrated in the performance
of duties.
4. Practice of appropriate personal hygiene is observed.
CONTENTS:
 Personal development-social aspects: intra and interpersonal development

 Personal hygiene and practices
 Code of ethics
CONDITIONS:
 Workplace
 Code of ethics
 Hand outs and Personal development-social aspects
METHODOLOGIES:
 Simulation
 Demonstration
ASSESSMENT METHODS:
 Role play
 Interview

LO2. IDENTIFY AND DEAL WITH ETHICAL PROBLEMS
1. Competing demands to achieve personal, team and organizational goals and

objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
CONTENTS:
 Organizational Key Result Areas (KRA)

 Work values and ethical standards
 Company policies on the use and maintenance of equipment
CONDITIONS:
The students/ trainees must be provided with the following
 Hand outs on
- Organizational KRA
- Work values and ethics
- Company policies and standards
- Sample job targets
 Learning guides
METHODOLOGIES:
 Structured activity
 Demonstration
ASSESSMENT METHODS:
 Role play
 Interview

LO3. APPLY WORK VALUES AND GENDER SENSITIVITY
and availed.
CONTENTS:
CONDITIONS:
 GAD handouts
METHODOLOGIES:
 Film viewing
ASSESSMENT METHODS:
 Demonstration
 Interview

LO4. MAINTAIN INTEGRITY OF CONDUCT IN THE WORKPLACE
and availed.
CONTENTS:
CONDITIONS:
 GAD handouts
METHODOLOGIES:
 Film viewing
ASSESSMENT METHODS:
 Demonstration
 Interview

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE TITLE : PRACTICING CAREER PROFESSIONALISM
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining occupational health
and safety (OHS) awareness.
LO1. Evaluate hazards and risks
LO2. Control hazards and risks
LO3. Maintain occupational health and safety awareness including women’s

issues/concerns related to OHS
LO4. Identify hazards and risks

LO1. EVALUATE HAZARD AND RISKS
1. Workplace hazards and risks are identified and clearly explained.

2. Hazards/risks and its corresponding indicators are identified in line with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.
CONTENTS:
 Hazards and risks identification and control

 Organizational safety and health protocol
 Threshold limit value (TLV)
 OHS indicators
CONDITIONS:
 Workplace
 Personal protective equipment (PPE)
 Learning guides
 Hand-outs
- Organizational safety and health protocol
- OHS indicators
- Threshold limit value
- Hazards/risk identification and control
METHODOLOGIES:
 Simulation
 Symposium
 Group dynamics
ASSESSMENT METHODS:
 Situation analysis
 Interview
 Practical examination

LO2. CONTROL HAZARDS AND RISKS
1. Terms of maximum tolerable limits are identified based on threshold limit values
(TLV).
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
CONTENTS:
 TLV table
 Philippine OHS standards
 Effects of hazards in the workplace
 Ergonomics
 ECC Regulations
CONDITIONS:
 Hand outs on
- Philippine OHS standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
 TLV table
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Simulation

LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS INCLUDING
WOMEN’S ISSUES/CONCERNS RELATIVE TO OHS
1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are
followed in accordance with the organization’s OHS policies.
3. Personal protective equipment (PPE) is correctly used in accordance with
organization’s OHS procedures and practices.
4. Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:
 Safety regulations
- Clean air act
- Electrical and fire safety code
- Waste management
- Disaster preparedness and management
 Contingency measures and procedures
CONDITIONS:
 Hand outs on
- Safety Regulations
- Clean air act
- Waste management
- Contingency measures and procedures
 OHS personal records
 PPE
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Case/situation analysis
 Simulation

LO4. IDENTIFY HAZARDS & RISKS
1. Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
2. OHS personal records are filled up in accordance with workplace requirements.
3. PPE is maintained in line with organization guidelines and procedures.
CONTENTS:
 Operational health and safety procedure, practices and regulations

 Emergency-related drills and training
CONDITIONS:
 Workplace
 PPE
 Health record
METHODOLOGIES:
 Simulation
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Demonstration
 Interview

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE TITLE : PRACTICING BASIC HOUSEKEEPING PROCEDURES
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining occupational health
and safety (OHS) awareness.
LO1. Sort and remove unnecessary items
LO2. Arrange items
LO3. Maintain work areas, tools and equipment
LO4. Follow standardized work process and procedures
LO 5. Perform work spontaneously

LO1. SORT AND REMOVE UNNECESSARY ITEMS
1. Workplace hazards and risks are identified and clearly explained.

2. Hazards/risks and its corresponding indicators are identified in line with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.
CONTENTS:
 Hazards and risks identification and control

 Organizational safety and health protocol
 Threshold limit value (TLV)
 OHS indicators
CONDITIONS:
 Workplace
 Personal protective equipment (PPE)
 Learning guides
 Hand-outs
- Organizational safety and health protocol
- OHS indicators
- Threshold limit value
- Hazards/risk identification and control
METHODOLOGIES:
 Simulation
 Symposium
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Practical examination

LO2. ARRANGE ITEMS
1. Terms of maximum tolerable limits are identified based on threshold limit values
(TLV).
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
CONTENTS:
 TLV table
 Philippine OHS standards
 Effects of hazards in the workplace
 Ergonomics
 ECC Regulations
CONDITIONS:
 Hand outs on
- Philippine OHS standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
 TLV table
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Simulation

LO3. MAINTAIN WORK AREAS, TOOLS AND EQUIPMENT
1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are
followed in accordance with the organization’s OHS policies.
3. Personal protective equipment (PPE) is correctly used in accordance with
organization’s OHS procedures and practices.
4. Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:
 Safety regulations
- Clean air act
- Waste management
 Contingency measures and procedures
CONDITIONS:
 Hand outs on
- Safety Regulations
- Clean air act
- Waste management
- Contingency measures and procedures
 PPE
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Case/situation analysis
 Simulation

LO4. FOLLOW STANDARDIZED WORK PROCESS AND PROCEDURES
CONTENTS:

CONDITIONS:
 Workplace
 PPE
 Health record
METHODOLOGIES:
 Simulation
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Demonstration
 Interview

LO5. PERFORM WORK SPONTANEOUSLY
CONTENTS:

CONDITIONS:
 Workplace
 PPE
 Health record
METHODOLOGIES:
 Simulation
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Demonstration
 Interview

COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
required to access, increase and update industry
knowledge.
Upon completion of this module, the trainees/students should be able to:
LO1. Seek information on the industry
LO2. Update continuously relevant industry knowledge
CBC – HOUSEKEEPING NCII Promulgated March 2005

LO1. SEEK INFORMATION ON THE INDUSTRY
1. Sources of information on the industry are correctly identified and accessed.

2. Information to assist effective work performance is obtained in line with job
requirements.
3. Specific information on sector of work is accessed and updated.
4. Industry information is correctly applied to day – to – day work activities.
CONTENTS:
Information sources
 media
 reference book
 libraries
 union
 industry association
 internet
 personal observation
CONDITIONS:
 Proper hygiene procedure manuals

 internet
 personal computer
 reference book
 industry journals
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration

LO2. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE
1. Informal and/or formal research is used to update general knowledge of the

industry.
2. Updated knowledge is shared with customers and colleagues as appropriate
and incorporated into day – to – working activities.
CONTENTS:
 Information sources
- media
- libraries/reference book
- union/industry association
- internet
 Legislation that affects the industry
CONDITIONS:
 internet
 personal computer
 reference book
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 Written/oral examination

UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE : OBSERVING WORKPLACE HYGIENE PROCEDURES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in
observing workplace hygiene procedures.
NOMINAL DURATION : 4 Hours
LO1 follow hygiene procedures
LO2 identify and prevent hygiene risk

LO1. FOLLOW HYGIENE PROCEDURES
1. Workplace hygiene procedures are implemented in

line with enterprise and legal requirements.
2. Handling and storage of items are undertaken in line
with enterprise and legal requirements.
CONTENTS:
 Hygiene procedures
- Proper hand washing
- Regular bathing
- Appropriate and clean clothing
- Cleaning and sanitizing procedures
- Personal hygiene
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration

LO 2. IDENTIFY AND PREVENT HYGIENE RISK
1. Potential hygiene risks are identified in line with enterprise procedures.

2. Action to minimize and remove risks is taken within scope of individual
responsibility of enterprise/legal requirements.
3. Hygiene risks beyond the control of individual staff members are reported to the
appropriate person for follow up.
CONTENTS:
 Hygiene procedures
- Proper food handling and storage
- Correct work practices
- Proper waste disposal
- Personal hygiene
- Pest control
- Principles of HACCP
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
 Proper food handling and storage manual
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS
MODULE TITLE : PERFORMING COMPUTER OPERATIONS
MODULE DESCRIPTION : This module covers the knowledge, skills and attitudes
needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.
At the completion of the module the trainees/students should be able to:
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer system

LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN
1. Requirements of tasks are determined.
2. Appropriate hardware and software is selected according to task assigned and
required outcome
3. Task is planned to ensure OH & S guidelines and procedures are followed.
CONTENTS:
 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Peripheral devices
CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:
 Self-paced/modular
 Demonstration
ASSESSMENT METHODS:
 interview

LO2. INPUT DATA INTO A COMPUTER
1. Data are entered into the computer using appropriate program/application in

accordance with company procedures.
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures.
3. Inputted data are stored in storage media according to requirements.
4. Work is performed within organic guidelines.
CONTENTS:
 Basic ergonomics of keyboard and computer use

 Standard operating procedures in entering and saving data
into the computer
 Storage media
 Ergonomic guidelines
CONDITION:

- Personal computer
Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:

 Interview

LO3. ACCESS INFORMATION USING COMPUTER
1. Correct program/application is selected based on job requirements

2. Program/application containing the information required is accessed in
accordance with the company procedures
3. Desktop icons are correctly selected, opened and closed for navigation
purposes.
4. Keyboard techniques is carried out in line with OHS requirements for safe use
of keyboards
CONTENTS:
 Procedures/techniques in accessing Information

 Desktop Icons
 Keyboard techniques based on OHS requirements
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration

ASSESSMENT METHODS
 interview

LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM
1. Entered data is processed using appropriate software commands

2. Data are printed out as required using computer hardware/peripheral devices in
accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer
software, hardware/peripheral devices in accordance with standard operating
procedures.
CONTENTS:
 Software commands
 Operation and use of peripheral devices
 Procedures in transferring files/data
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 interview

LO5. MAINTAIN COMPUTER SYSTEM
1. systems for cleaning, minor maintenance and replacement of consumables are
implemented
2. procedures for ensuring security of data, including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures.
CONTENTS:
 Cleaning, Minor Maintenance and Replacements of Consumables
 Creating More Space in the Hard Disk
 Reviewing Programs
 Deleting Unwanted Files
 Checking Hard Disk for Errors
 Viruses and Up to Date Anti-Virus Programs
CONDITION:
- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 Interview

UNIT OF COMPETENCY : PERFORM WORKPLACE AND SAFETY PRACTICES
MODULE TITLE : PERFORMING WORKPLACE AND SAFETY

PRACTICES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in
following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal standard.
LO1. Practice workplace work place procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards

LO1. PRACTICE WORKPLACE PROCEDURES FOR HEALTH, SAFETY AND
SECURITY PRACTICES
1. Correct health, safety and security procedures are followed in line with
legislation, regulations and enterprise procedures.
2. Breaches of health, safety and security procedures are identified and reported
in line with enterprise procedure.
3. Suspicious behavior or unusual occurrence are reported in line with enterprise
procedures.
CONTENTS:
• Health, safety and security procedures

• Breaches procedures
CONDITIONS:
 Manuals
 Handbook safety and security
 Report (sample)
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS

LO2. DEAL WITH EMERGENCY SITUATIONS
1. Emergency and potential emergency situations are recognized and appropriate

action is taken within individual’s scope of responsibility.
2. Emergency procedures are followed in line with enterprise procedures.
3. Assistance is sought from colleagues to resolve or respond to emergency
situations
4. Details of emergency situations are reported in line with enterprise procedures.
CONTENTS:
 Emergency procedure
- Personal injuries
- Fire
- Electrocution
- Natural calamity
- Criminal acts
 Safe personal presentation standard
CONDITIONS:
 Emergency procedure manuals

 Handbook safety and security
 Report
 Emergency drills – instruction/guidelines
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
 Observation

LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS
ASSESSMENT CRITERION:
1. Safe personal standards are identified and followed in line with workplace.
CONTENTS:
 Use of PPE
 Safe and proper posture.
CONDITIONS:
Students/trainees must be provided with the following:
 Hands-out
 Film / video clips
METHODOLOGIES:
 Lecture/ demonstration
 Film showing
ASSESSMENT METHODS:
 Hands-on
 Direct observation
 Role-playing/ simulation
 Dramatization / fire drill

UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude in
providing effective customer service.
LO1. Greet customers
LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations

LO1. GREET CUSTOMERS
1. Guests are greeted in line with enterprise procedures

2. Verbal and non-verbal communications are appropriate to the given situation.
3. Non verbal communication of customer is observed responding to customer
4. Sensitivity to cultural and social differences is demonstrated.
CONTENTS:
 Personality development and public relations

 Basic oral communication/ writing memos and letters
 Preparing job documentation
- Following instructions
- Filling-out forms
CONDITIONS:
Tools Equipment Materials

 Recorder  Video camera recorder  V8 tape
 Microphone  Television  CD
 Full-body mirror  VHS/DVD Player  Make=up kit
 Company dress  References:
 Books, brochures,
manuals
METHODOLOGIES:
 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills

LO2. IDENTIFY CUSOMTER NEEDS
1. Appropriate interpersonal skills are used to ensure that customer needs are
accurately identified.
2. Customer needs are assessed for urgency so that priority for service delivery
can be identified
3. Customers are provided with information
4. Personal limitation in addressing customer needs is identified and where
appropriate, assistance is sought from supervisor
CONTENTS:
 Food and culture

 Exploration of food trends
- Past, present and future trend
 Communication standards in customer service
CONDITIONS:
Tools Equipment Materials

 Recorder  Video Camera recorder  V8 tape
 Microphone  Television  CD
 Full-body mirror  VHS/DVD Player  Make=up kit
 Company dress  References:
 Books, brochures,
manuals
METHODOLOGIES:
 Modular (self-pace learning)

 Electronic Learning
 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills

LO3. DELIVER SERVICE TO CUSTOMER
1. Customer needs are promptly attended to in line with enterprise procedures.

2. Appropriate rapport is maintained with customer to enable high quality service
delivery
3. Opportunity to enhance the quality of service and products are taken whenever
possible
CONTENTS:
 Modes of greeting and farewell.

 Proper addressing of needs of persons. (by gender, age, status, physical
condition)
 Style manual requirement.
 Standard letters and preformed.
CONDITIONS:
 Hands-out
METHODOLOGIES:
 Film showing
ASSESSMENT METHODS:
 Hands-on

LO4. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND
EMAIL
1. Use telephone, computer, fax machine, internet efficiently to determine

customer requirements.
2. Queries/information is recorded in line with enterprise procedure.
3. Queries are acted upon promptly and correctly in line with enterprise procedure
CONTENTS:
 Proper way of answering complaints in line with workplace procedures.

 Nature and details of complaints.
 Industry/ workplace procedures in giving evaluation and recommendations.
CONDITIONS:
 Hands-out
 Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGIES:
 Film showing
ASSESSMENT METHODS:
 Hands-on

LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS
1. Guests are greeted with a smile and eye-to-eye

contact
2. Responsibility for resolving the complaint is taken
within limit of responsibility
3. Nature and details of complaint are established and
agreed with the customer
4. Appropriate action is taken to resolve the complaint to
the customers satisfaction wherever possible.
CONTENTS:
 Proper way of answering complaints in line with workplace procedures.

 Nature and details of complaints.
 Industry/ workplace procedures in giving evaluation and recommendations.
CONDITIONS:
 Hands-out
 Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGIES:
 Film showing
ASSESSMENT METHODS:
 Hands-on

CORE COMPETENCIES

UNIT OF COMPETENCY : RECEIVE AND PROCESS RESERVATIONS
MODULE TITLE : Receiving and Process Reservations
MODULE DESCRIPTION : 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.
LEVEL OF QUALIFICATION : NC ll
PREREQUISITE :
At the completion of the module the trainees/students must be able to:
LO1. Receive reservation request
LO2. Records details of reservation
LO3. Update reservations
LO4. Advise others on reservation details

LO1. RECEIVE RESERVATION REQUEST
1. Customer making a reservation is acknowledged using property standards
2. Availability of room requested is determined
3. Alternatives, including waitlist options, are offered if requested booking is not
available
4. Inquiries regarding rates and other product features are accurately answered
CONTENTS:
1. Product knowledge as appropriates to the specific industry sector.
2. Reservations and bookings terminology
3. Relationships between different sectors of the tourism industry in relation to
reservations and bookings including sources of reservations
4. Principles which underpin reservation procedures
CONDITION:
Equipment Tools/Materials
- Computer - guest folio - pen
- Telephone - FO forms - clean stationary
- Reference manual - CD’s/ Tapes
METHODOLOGY:
 Lecture/discussion
 Demonstration
 Self-pace
ASSESSMENT METHODS:
 Hands-on

LO2. RECORDS DETAILS OF RESERVATION
1. Complete customer details are accurately recorded in the system
2. Guest profile or history if available, is checked and used to in making the
reservation
3. Special requests are clearly recorded in accordance with established
requirements
4. Reservation details of customer bookings are completed, explained and
confirmed to the customer
5. Reservations are filed according to property standards
6. Documents and other materials are prepared and issued to the customer
in accordance with the requirements of the specific reservation
CONTENTS:
 Standard Welcome Phraseology
 Checking-in Procedure
 Front Office Activities
 House Rules and Policies
 Industry Standards
CONDITION:
Equipment Tools/Materials
- telephone - key racks - registration card
- computer - key/ring card - pen
- cash register - stationary
- swipe machine - reservation/cancellation form
- credit inspector - guest folio
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO3. UPDATE RESERVATIONS
1. Payments and deposits of the reservation is accurately recorded or updated in
accordance with property standards
2. Amendments or cancellations of reservations are received, processed and
recorded in accordance with customer request and property standards.
CONTENTS:
 Policy and Procedure in Handling Guest Services
 Order in Which to Walk Guest
 Flow and Procedure in handling Guest Complaints
 Industry Policy and Procedure
CONDITION:
 FO Forms – registration form, housekeeping form, cancellation form,
complaint form, banquet and restaurant form
 Tapes, brochures, and manuals
 Computer, telephone
METHODOLOGY:
 Demonstration
 Modular instruction
 Industry immersion
ASSESSMENT METHODS:
 Hands-on

LO4. ADVISE OTHERS ON RESERVATION DETAILS
1. General and specific customer requirements and reservation details are
communicated to appropriate departments and colleagues
2. Follow up on customer request and ensure that all specific requirements in his
reservation details are addressed prior to guest arrival.
CONTENTS:
 Checking-Out Procedure
 Types of FO forms and its Information
 Handling Guests Needs and Its Procedure
CONDITION:
 Computer, telephone
 Key rack, key/ring card
 FO Forms- registration form, departure logbook, guest folio
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

UNIT OF COMPETENCY : OPERATE COMPUTERIZED RESERVATIONS
SYSTEM
MODULE TITLE : Operating Computerized Reservations System
MODULE DESCRIPTION : This unit of competency deals with the skills and
knowledge required in using a computerized
reservations system to create bookings for a range of
tourism or hospitality services.
LEVEL OF QUALIFICATION : NC 2
PREREQUISITE :
LO1. Computerize reservations system is operated based on property standards

LO2. Create and process reservations
LO3. Send and receive reservation communications

LO1. COMPUTERIZE RESERVATION SYSTEM IS OPERATED BASED ON
PROPERTY STANDARDS
ASSESSMENT CRITERIA
1. Customer making a reservation is acknowledged using property standards

2. Availability of room requested is determined
3. Alternatives, including waitlist options, are offered if requested booking is not available
4. Inquiries regarding rates and other product features are accurately answered
CONTENTS
 Demonstrated skills in receiving and processing reservations for multiple product

booking according to property standards
 Demonstrated ability to offer alternatives according to guest needs
 Demonstrated ability to decline or cancel reservation.
 Demonstrated ability to record, confirm and file customer details including special
requests or requirements in accordance with established systems and procedures
 Demonstrated ability to advise other departments of the establishment on relevant
reservation details
CONDITIONS
 Adding additional customers

 Splitting an existing reservation
 Canceling the booking
 Changing the itinerary by adding or deleting products or services
 Changing customer names
 Changing arrival/departure dates
 Cross referencing multiple bookings
 Entering invoicing details
 Entering payment details
 Entering ticketing or voucher details
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO2. UPDATES AND AMENDMENTS TO RESERVATIONS
ASSESSMENT CRITERIA
1. Complete customer details are accurately recorded in the system

2. Guest profile or history if available, is checked and used to in making the
reservation
3. Special requests are clearly recorded in accordance with established requirements
4. Reservation details of customer bookings are completed, explained and confirmed
to the customer
5. Reservations are filed according to property standards
6. Documents and other materials are prepared and issued to the customer in
accordance with the requirements of the specific reservation
CONTENTS

reservation details
CONDITIONS
 Costs of any tourism service
 Airfares
 Airport taxes
 Availability of products or services
 Size of vehicles
 Touring inclusions
 Product information
 Product rules
 Payment requirements
 Health requirements
 Customs and immigration requirements
 General industry information
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on
LO3. SEND RECEIVE RESERVATION COMMUNICATIONS
ASSESSMENT CRITERIA
1. Internal communications are created using the required features of the

system
2. Communications from industry colleagues are accessed and correctly
interpreted at the appropriate time
CONTENTS

reservation details
CONDITIONS
 Costs of any tourism service
 Airfares
 Airport taxes
 Availability of products or services
 Size of vehicles
 Touring inclusions
 Product information
 Product rules
 Payment requirements
 Health requirements
 Customs and immigration requirements
 General industry information
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

UNIT OF COMPETENCY : PROVIDE ACCOMMODATION RECEPTION
SERVICES
MODULE TITLE : Providing Accommodation Reception Services
MODULE DESCRIPTION : This unit deals with the skills and knowledge required to
provide arrival, in-stay and departure services to guests
in commercial and accommodation establishments
PREREQUISITE :
SUMMARY OF LEARNING OUTCOMES: (sequential)
LO1. Prepare reception area for guest arrival
LO2. Welcome and register guests
LO3. Computerized reservation system is operated
LO4. Perform “During Stay”
LO5. Organize quest departure
LO6. Prepare front office records and reports

LO1. PREPARE RECEPTION AREA FOR GUEST ARRIVAL
1. Reception area is prepared for service and all necessary equipment are
checked prior to use
2. Daily arrival details are checked and reviewed prior to guests arrival
3. Rooms are allocated in accordance with guest requirements and establishment
policy
4. Uncertain arrivals or reservations are followed up in accordance with
establishment procedures
5. Accurate arrival lists are compiled and distributed to relevant personnel/
departments
6. Colleagues and other departments are informed of special situations or
requests in a timely manner
CONTENTS:
 Types of Cleaning Tools, Equipment and Materials
 Classification of Cleaning Tools, Equipment and Materials According to its
Use and Care
 Safety Hazards and Precautions
CONDITION:
1. Types of reports handled or generated by the front desk including:
 arrival and departure lists
 occupancy rates
 guest feedback summaries; and
 accounting reports
2. Front desk security systems
3. Range of needs and expectations of different types of guests
4. Relationship between the front desk, typical documentation received and issued
in a reception desk context and other areas of operation including
Housekeeping, Food and Beverage service and Maintenance
5. Relationship between accommodation establishments and other sectors of the
tourism industry
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO2. WELCOME AND REGISTER GUESTS
1. Guests are welcomed warmly and courteously
2. Reservation details are confirmed with guests
3. Guests with or without reservations are registered according to
establishment systems and procedures.
4. Correct accounting procedures are followed in accordance with property
standards
5. Room key/electronic cards, guest mail and messages are issued to guests
CONTENTS:
 occupancy rates
tourism industry
CONDITION:
 Name/company
 Contact details
 Arrival and departure times
 Length of stay
 Type of accommodation required/bed configuration
 Payment details
 Special requests
 Rates/discounts
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO3. COMPUTERIZE RESERVATION SYSTEM IS OPERATED
1. Reservation system is accessed and accurately interpreted based on
property standards
2. All system features are used to access a range of information
CONTENTS:
 occupancy rates
tourism industry
CONDITION:
 Name/company
 Contact details
 Length of stay
 Payment details
 Rates/discounts
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO4. PERFORM “DURING STAY” FUNCTIONS
1. All guest requests during in-stay are addressed according to property
standards.
2. All inquiries are responded promptly to guest satisfaction.
CONTENTS:
 occupancy rates
tourism industry
CONDITION:
 Name/company
 Contact details
 Length of stay
 Payment details
 Rates/discounts
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO5. ORGANIZE GUEST DEPARTURE
1. Departure lists are reviewed and checked for accuracy
2. Guest requests for assistance with departure are acted upon courteously or
referred to the appropriate department for follow-up
CONTENTS:
 occupancy rates
tourism industry
CONDITION:
 Name/company
 Contact details
 Length of stay
 Payment details
 Rates/discounts
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO6. PREPARE FROMT OFFICE RECORDS AND REPORTS
1. Proper handling of guest complaints are observed according to set standards
2. Guest complaints are reported to concerned department according to reports
made
3. Guest are informed on the status of the complaints based on findings made
CONTENTS:
 occupancy rates
tourism industry
CONDITION:
 Name/company
 Contact details
 Length of stay
 Payment details
 Rates/discounts
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

UNIT OF COMPETENCY : CONDUCT NIGHT AUDIT
MODULE TITLE : Conducting Night Audit
MODULE DESCRIPTION : This unit deals with the skills and knowledge required
to check and reconcile daily financial transactions and
records, and produce reports relating to
establishment operations and revenue.
PREREQUISITE :
LO1. Process internal financial transactions
LO2. Complete routine records and reports

LO1. PROCESS INTERNAL FINANCIAL TRANSACTIONS
1. Transactions are double checked to ensure that they have posted in the
property’s computerized system.
2. Financial and system discrepancies is identified and reconciled according to
property standards.
3. Room rates and room status are verified and reconciled to guest of the
property.
4. Internal financial system and control is suggested for improvements in the
property’s operation.
CONTENTS:
 Types of Reservation
 Room Status and its Rates
 Filing-up of Reservation Form
 Policy and Procedure of Hotel/Resort and Restaurant Financial reporting cycles
and procedures in a front office context
 Importance of financial checking and reporting processes in the overall financial
management of an establishment
CONDITION
1. Transactions  Food and beverage
 Mini-bar
 Laundry and other services
 Inter-departmental vouchers
2. Financial  Incorrect posting

Discrepancies  Errors in guest folios
 Computer errors
 System glitches
 Interface errors between systems
 Errors in source documentation
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO2. COMPLETE ROUTINE RECORDS & REPORTS
1. Routine records and reports are accurately completed within designated
timelines
2. Reports are promptly forwarded to the appropriate person/department
CONTENTS:
 Types of Reservation
 Room Status and its Rates
 Filing-up of Reservation Form
 Policy and Procedure of Hotel/Resort and Restaurant Financial reporting cycles
and procedures in a front office context
 Importance of financial checking and reporting processes in the overall financial
management of an establishment
CONDITION
1. Transactions  Food and beverage
 Mini-bar
 Laundry and other services
 Inter-departmental vouchers
2. Financial  Incorrect posting

Discrepancies  Errors in guest folios
 Computer errors
 System glitches
 Interface errors between systems
 Errors in source documentation
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

UNIT OF COMPETENCY : PROVIDE CLUB RECEPTION SERVICES
MODULE TITLE : Providing Club Reception Services
MODULE DESCRIPTION : This unit deals with the skills and knowledge required to
offer reception services within a licensed club
environment.
PREREQUISITE :
LO1. Provide information on club services and process membership
LO2. Monitor entry club

LO1. PROVIDE INFORMATION ON CLUB SERVICES AND PROCESS
MEMBERSHIP
1. Membership badges/cards are checked upon entry to the club in accordance
with established standards
2. Guests are assisted to “sign in” accordance with government and enterprise
requirements
3. Members and guests are checked to comply with dress and age regulations
in accordance with established policy and procedures
4. Disputes over entry to club are referred to security, supervisor or other relevant
person according to enterprise policy
CONTENTS:
1. Knowledge of club and licensing laws in relation to entry requirements for
customers and dress regulations
2. Knowledge of particular club membership rules, conditions, benefits and
entitlements
CONDITION:
Club services and facilities 1.1 Restaurants and cafes
1.2 Gaming facilities
1.3 Shows and attractions
1.4 Prize nights and special events
1.5 Games and sporting facilities
1.6 Gymnasiums and health facilities
1.7 Member clubs and associations
1.8 Computer rooms and internet facilities
1.9 Community courses and training programs
1.10 Member benefits
Club membership and Club particular requirements and legislative requirements of

club rules the locality
Dress and age regulations Set down by particular clubs and according to legislation of
the locality
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on
LO2. MONITOR ENTRY CLUB
1. Membership badges/cards are checked upon entry to the club in accordance
with established standards
2. Guests are assisted to “sign in” accordance with government and enterprise
requirements
3. Members and guests are checked to comply with dress and age regulations
in accordance with established policy and procedures
4. Disputes over entry to club are referred to security, supervisor or other relevant
person according to enterprise policy
CONTENTS:
3. Knowledge of club and licensing laws in relation to entry requirements for
customers and dress regulations
4. Knowledge of particular club membership rules, conditions, benefits and
entitlements
CONDITION:
Club services and facilities 1.11 Restaurants and cafes
1.12 Gaming facilities
1.13 Shows and attractions
1.14 Prize nights and special events
1.15 Games and sporting facilities
1.16 Gymnasiums and health facilities
1.17 Member clubs and associations
1.18 Computer rooms and internet facilities
1.19 Community courses and training programs
1.20 Member benefits
Club membership and Club particular requirements and legislative requirements of

club rules the locality
Dress and age regulations Set down by particular clubs and according to legislation of
the locality
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

UNIT OF COMPETENCY : PROVIDE CONCIERGE AND BELL SERVICES
MODULE TITLE : Providing Concierge and Bell Services
MODULE DESCRIPTION : This unit of competency deals with the knowledge,

skills and attitudes in providing bell and concierge
services required for handling guest arrival and
departures, handling guest luggage and responding
to requests for bell desk services.
.
PREREQUISITE :
LO1. Handle guest arrivals and departures
LO2. Handle guest luggage
LO3. Respond to request for concierge services

LO1. HANDLE GUESTS ARRIVALS AND DEPARTURES
1. Expected daily arrivals and departures and requests for major guest
movements are reviewed and planned in accordance with established
standards
2. Guests are welcomed promptly on arrival and directed to the appropriate area
for registration
3. Guests with luggage are assisted in accordance with established procedures
and safety requirements
4. Guests are escorted to rooms and where appropriate courteously
showed/explained the establishment/room features in accordance with
established procedures
CONTENTS:
1. Occupational health and safety procedures for luggage
2. Knowledge of a range of typical bell desk services
3. Procedures and systems for the movement of luggage
4. Features of luggage storage systems
CONDITI0ONS
CONDITION:1. Established  Luggage marking and tagging systems
procedures and safety  Carrying capacities of luggage trolleys
requirements for luggage  Designated routes for moving luggage through public areas
 Restrictions on areas into which luggage can be taken
 Order in which luggage is to be moved
 Safety standards for lifting heavy items.
 Safe manual handling of luggage which includes loading and
unloading luggage from vehicles and handling fragile items.
 Procedures for taking luggage from rooms
 Placement of luggage within rooms
 Group luggage procedures
 Handling protocols for dealing with group arrivals and departments.
2. Establishment/room features  Dining options within the establishment
guests should be advised  Sporting facilities
 Business Center
 Floor facilities
 Operating procedures for room equipment such as phone, internet
or TV
 General services such as laundry, valet
 Meal arrangements
3. Concierge services  Mail

 Messages
 Organization of transport
 Luggage pick up
 Paging of guests
 Preparation of guest information directories, normally done at the
reception area

METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO2. HANDLE GUESTS LUGGAGE
1. Guest luggage is safely transported and delivered to the correct location within
appropriate timeframes
2. Luggage storage system is operated correctly and in accordance with
established procedures and security requirements
3. Luggage is marked and accurately stored to allow for easy retrieval following
the established procedures
4. Luggage is placed correctly within the storage system
CONTENTS:
CONDITIONS
Established procedures and  Luggage marking and tagging systems
safety requirements for luggage  Carrying capacities of luggage trolleys
 Designated routes for moving luggage through public areas
Establishment/room features  Dining options within the establishment
 Business Center
or TV
Concierge services  Mail

 Messages
 Luggage pick up
reception area

METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO3. RESPOND TO REQUEST FOR CONCIERGE SERVICES
1. Concierge is provided promptly and in accordance with establishment’s
security and safety requirements
2. Colleagues and other departments are liaised to ensure effective response to
concierge service requests.
CONTENTS:
CONDITIONS
Established procedures and  Luggage marking and tagging systems
safety requirements for luggage  Carrying capacities of luggage trolleys
 Designated routes for moving luggage through public areas
Establishment/room features  Dining options within the establishment
 Business Center
or TV
Concierge services  Mail

 Messages
 Luggage pick up
reception area
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

UNIT OF COMPETENCY : PROVIDE CASHIERING SERVICES
MODULE TITLE : Providing Cashiering Services
MODULE DESCRIPTION : This unit deals with the skills and knowledge required to provide
cashiering service of a Front Office personnel.
PREREQUISITE :
LO1. Prepare Guest Folio
LO2. Collect cash, cash equivalents or non-cash transactions
LO3. Process receipts and payments
LO4. Reconcile financial transactions at the end of the shift

LO1. HANDLE GUESTS ARRIVALS AND DEPARTURES
1. Check with other departments of any unposted or late charges. All unposted or late
charges are posted in the property’s computerized system.
2. Guest folio is printed out and readied to be presented to guest.
3. Guest folio is presented to guest for review and approval.
CONTENTS:
CONDITIONS
1. Established procedures and  Luggage marking and tagging systems
safety requirements for  Carrying capacities of luggage trolleys
luggage  Designated routes for moving luggage through public areas
 Business Center
or TV

 Messages
 Luggage pick up
reception area
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO2. COLLECT CASH, CASH EQUIVALENTS OR NON-CASH TRANSACTIONS
1. Cash is accepted and counted in front of the customer.
2. Credit cards or Debit cards is processed according to enterprise standards.
3. Payment through accepted foreign currency is processed according to property
standards.
4. Traveler’s check is processed according to property standards.
5. Other billing settlement is processed using property standards.
CONTENTS:
CONDITIONS
 Business Center
or TV
 Messages
 Luggage pick up
reception area
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on
LO3. PROCEE RECEIPTS AND PAYMENTS
1. Cash, cash equivalents or non cash transactions received from guest is accurately
processed according to property standards.
2. Receipts are correctly issued and presented to guest.
3. Transactions are recorded to guest account in the computerized system. Checked out
guest is processed based on property standards.
4. Transactions are expediently performed to the satisfaction of guest and according to
property standards.
CONTENTS:
CONDITIONS
 Business Center
or TV
 Messages
 Luggage pick up
reception area
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

LO4. RECONCILE FINANCIAL TRANSACTIONS AT THE END OF THE SHIFT
1. Balancing of cash float are performed in accordance with property standards
2. Cash, cash equivalents and non-cash documents are segregated and accurately
counted.
3. Balance of between computerized system and sum of cash and non-cash transactions
is accurately determined, tallied and balanced.
4. Transactions are recorded and processed according to property standards.
5. Cashier’s account is properly closed based on property standards.
6. Source documents are properly filed and stored.
CONTENTS:
CONDITIONS
 Business Center
or TV
 Messages
 Luggage pick up
reception area
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS:
 Hands-on

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COMPETENCY-BASED

Tourism (Hotel and Restaurant)

FRONT OFFICE SERVICES NC II

CBC- FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 1

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 2

NOMINAL DURATION OF THE 471 hrs

This course covers the knowledge, skills and

Summary of all the LO’s 1. Obtain and convey workplace information

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 4

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 5

Unit of Competency Module Title Learning Outcomes No. of

1. Participate in Participating in 1. Obtain and convey

2. Work in a team Working with others 1. Describe and identify team 5

Observing Gender 1. Discuss the differences 12

3. Practice career Practicing career 1. Integrate personal objectives 5.5

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 6

4. Practice Practicing 1. Integrate personal objectives 6

Practicing basic 1. Sort and remove 6

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 7

2. Observe 2.1 Observing 1. Follow hygiene procedures

3. Perform 3.1. Performing 1. Plan and prepare for task to be 8

4. Perform 4.1 Performing 1. follow workplace procedures for

5. Provide 5.1 Providing 1. greet customer

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 8

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 9

UNITS OF COMPETENCY NO. OF MODULE TOTAL

1. Participate in Workplace Communication 1

1. Developed and Update Industry Knowledge 1

1. Receive and Process Reservations 1

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 10

EQUIPMENTS TOOLS TRAINING

Computer and printer Credit card voucher Log book

TRAINEE ENTRY REQUIREMENTS

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 11

FRONT OFFICE SERVICES NC II

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 12

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION

SUGGESTED DURATION : 5.5 hours

PREREQUISITE : Receive and Respond to Workplace Communication. (NC I)

SUMMARY OF LEARNING OUTCOMES:

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents.

LO3. Participate in workplace meetings and discussions applying gender-fair language

LO 4. Follow routine spoken messages

LO 5. Perform workplace duties following written notices

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 13

1. Specific relevant information is accessed from appropriate sources.

The students/ trainees must be provided with the following:

 Writing materials (pen & paper)

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 14

1. Ranges of forms relating to conditions of employment are completed accurately

The students/trainees must be provided with the following:

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 15

1. Team meetings are attended on time.

The students/trainees must be provided with the following:

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 16

1. Evaluate hazards and risks

The students/trainees must be provided with the following:

CBC - FRONT OFFICE SERVICES NC II (Amended)Promulgated December 2013 17

1. Team meetings are attended on time.

The students/trainees must be provided with the following: