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A Detailed Lesson Plan

Prepared By: Ms. Gladys Mae V. Baylon

I. Objectives
At the end of the lesson, the students will be able to:
1. Explain the four sequential phases of a guest interaction with the hotel.
2. How would you organize booking a room via telephone and listing down
details and other reservation activities.
3. Appreciate the importance of the guest need and importance of registration.

II. Subject Matter

Topics: Front Office Operations


Sub-topic: Basic Responsibilities of Front Office
Guest Cycle in a Hotel

Reference/s: www.tutorialspoint.com, Front Office Basics, Koh S. L. 2003. English


in Southeast Asia: Prospects, Perspectives and Possibilities.
Willis, J. 1996. A Framework for Task-Based Learning. Oxford: Longman.

Materials: LED Projector, ppt presentation, chalkies, videos, speaker


Values Integration: Passion in work
Subject Integration: Front Office Services

III. Procedure
A. Learning Activities

Teacher Activity Student Activity


Good Morning Class! Students greet the teacher

Prayer One student stands as the prayer leader

Routine Attendance Check

B. Motivation

Teacher Activity Student Activity

Teacher will ask the students on their Students will give their own definitions
own definition of Front Office of FOS.
Services.

Teacher will process some of the


definitions.

“The passion for excellent service


provision and good communication Then students will then seat properly,
skills a front office staff must possess”. and prepare for the lesson.

The teacher will then say, “Okay class,


today we will learn about Front Office
Services. So, are you ready?”

Teacher will present the following:


- Objectives of the Lesson

After which, the students will be asked


if there are any questions.

C. Lesson Proper
Teacher Activity Student Activity
Development
Getting to know the potential
To draw students’ attention and development of the hospitality industry
create interest. and bright future of this industry.
Watch the video about the development
of hospitality industry
Recall what services hotel offered
(Part 1). If the students show much
individually and discusses with their
interest in this, ask them to watch
friends.
(Part 2.) Ask students to discuss with
class friends what services the hotel
offered.
The students understand the lectures
related to the Front Office Services
To introduce Reception Desk Services
and related expressions in English.

I. Discussion 1
To practice students listening skills.
The teacher introduce the Front Office
The students will listen and interact and
Services, background information and
sometimes act situation on different
some related words or sentences to
traits
students.

The teacher will then proceed to the


next topic “the basic responsibilities of
front office department.
a. Creating guest database
b. Handling guest accounts
c. Coordinating guest service
d. Trying to sell a service
e. Ensuring guest satisfaction
f. Handling in-house communication Understand the lectures related to the
Front Office Services.
The teacher continue discussion about
the two categories of Front Office
Operations; Front-house Operation and
Back-house Operation

II. Discussion 2

To understand the basic services in


hotel.
The teacher will discuss the various
steps through which a guest passes Master the useful sentence pattern and
during his visit to a hotel can be discuss vocabularies.
as under with the help of a diagram.
Pre-arrival, arrival, stay, departure &
post-departure. Explain useful sentence The students review all the language
pattern and vocabularies. points and useful expressions. Learn
how to use the knowledge into practice.
Pre-Arrival
a. Enquiry
b. Reservation
c. Pickup service
Arrival
a. Handling luggage
b. Registering
c. Opening guest account
d. Allocating room
e. Issuing key & welcome kit
Occupancy
Managing transport
Managing guest services
Managing guest account
Telephone calls
Currency Exchange
Departure
Check out procedure
Guest payment clearance
Handling luggage
Drop service

III Activity 1
To improve students listening and The students will listen and interact and
speaking skills. sometimes ask questions

Teach students how to make a Room


Reservation via Telephone.
a. Receiving the reservation, recording
it on the reservation form.
b. Enter the reservation details in the
system and note the reservation
confirmation number generated by the
system
Activity: Cooperative Learning
Strategy: Think-Pair-Share Students make a dialogue to practice
how to book a room via telephone and
1. The teacher will ask the students to listing down details.
pair themselves and practice on how
Through the coaching of the teacher,
to answer a telephone call and
the students will develop a style in
making a room reservation.
performing one of the basic
responsibilities of Front Office.
2. The teacher will ask the students to
work in pairs and prepare for a
The students will get a partner and plan
presentation of answering phone call.
their presentation.
3. After, the teacher will ask the
students to share in front of the class
Students will present in front of the
their presentation
class

IV. Activity 2

To enhance listening and practice


writing.
The students list down the useful
Watch the video “Checking in and out vocabularies and expressions in the
into a hotel .” video.

After which, the students will be asked


if there are any questions.
.
To recap the lesson of the day.
Discussion Questions:

1. Can you recall the process of taking


reservation through telephone?
2. What are the four sequential phases
of guest’s interaction with the hotel
generally?
3. Why is it important to familiarize the
useful vocabularies and expressions
related to front office?

4. What details should be listed down


in reservation form when receiving an
inquiry?

Generalization
Front Office happens to be the face of
the hotel; it is the first the last point of
contact of the guest with the hotel.
Hence, the front office staff and front
office department plays a major role in
making and breaking an impression on
the guest. The front office staff should
know the various stages through which
guest passes when he/she stays in the
hotel, so that a proper service procedure
can be designed and with help of other
department to deliver excellent service
to the guest. A much satisfied guest can
achieved who gives repeat business and
thus the revenue of the hotel increases.

IV. Evaluation

Formative Assessment:

In a half piece of paper, please answer the following questions:


a. What did you learn today?
b. How did you find it difficult?
c. Who is the prime interface between hotel and the guest?

V. Assignment

1. Get a copy of a sample typical format of “Reservation, Registration form and


receipt.
2. Do a research of Physical Set up and Operational Structure of Front Office and
Front Office-SOP’s.

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