CBLM Front Office

Data Gathering Instrument for Trainee’s Characteristics
INSTRUCTIONS: Please answer the following instrument according to

the characteristics described below. Encircle the
letter of your choice that best describes you as a
learner. Blank spaces are provided for some data
that need your response.
Characteristics of learners
Language, literacy Average grade in: Average grade in:

and numeracy English Math
(LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
a. 75 to 79 e. 75 to 79
Cultural and Ethnicity/culture:

language a. Ifugao
background
b. Igorot
c. Ibanag
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify)_____________
Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
Date Developed:April 28, Document No:
2014
FRONT OFFICE SERVICES NCII Revision No:
RECEIVING AND PROCESSING Developed by: Issued By:
RESERVATIONS Page 1 of
CINDY O. GASTON 159
h. Doctoral Graduate
Sex a. Male
b. Female
Age Your age: _____
Physical ability 1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness if
any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
Previous Training Certificates

experience with a. Basic Computer Operations
the topic b. Accommodation reception services
c. Receiving and Processing reservations
d. Club Reception Services
Previous List down trainings related to Front Office

learning Services
experience ___________________________
___________________________
___________________________
National Certificates acquired and NC level
Training Level
completed ___________________________
___________________________
Special courses Other special training regarding Front Office

Service
a. 2 years course in Hotel and Restaurant
Services
b. Bachelor’s Degree in Hotel and Restaurant
Management
c. Master’s degree units in Hotel and
Restaurant Management
2014
CINDY O. GASTON 159
d. Others(please specify)
_________________________
a.Visual - The visual learner takes mental pictures
Learning styles
of information given, so in order for this kind
of learner to retain information, oral or
written, presentations of new information
must contain diagrams and drawings,
preferably in color. The visual learner can't
concentrate with a lot of activity around him
and will focus better and learn faster in a
quiet study environment.
b. Kinesthetic - described as the students in the

classroom, who have problems sitting still
and who often bounce their legs while
tapping their fingers on the desks. They are
often referred to as hyperactive students with
concentration issues.
c. Auditory- a learner who has the ability to

remember speeches and lectures in detail
but has a hard time with written text. Having
to read long texts is pointless and will not be
retained by the auditory learner unless it is
read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities where

they can watch, listen and then review what
has happened.
f. Theorist - Learns most when ideas are linked

to existing theories and concepts.
g. Pragmatist - Learns most from learning

activities that are directly relevant to their
situation.
Other needs a. Financially challenged

2014
CINDY O. GASTON 159
b. Working student
c. Solo parent
d. Others(please specify)
___________________________
FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer
necessary data or information which is essential in
planning training sessions. Please check the
appropriate box of your answer to the questions
below.
CAN I?... YES NO
BASIC COMPETENCIES
1. Participate in workplace communication
1.1 Obtain and convey workplace information /
1.2 Participate in workplace meetings and discussions /
1.3 Complete relevant work related documents /
2. Work in a team environment
2.1 Describe team role and scope /
2.2 Describe and identify team role and responsibility in /
a team
3. Practice career professionalism
3.1 Integrate personal objectives with organizational /
2014
CINDY O. GASTON 159
CAN I?... YES NO
goals
3.2 Set and meet work priorities /
3.3 Maintain professional growth and development /
4. Practice occupational health and safety procedures
4.1 Identify hazards and risks /
4.2 Evaluate hazards and risks
4.3 Control hazards and risks /
4.4 Maintain OHS awareness /
COMMON COMPETENCIES
1. Develop and update industry knowledge
1.1 Seek information on the industry /
1.2 Update industry knowledge /
2. Observe workplace hygiene procedure
2.1 Follow hygiene procedures /
2.2 Identify and prevent hygiene risks /
3. Perform computer operations
3.1 Plan and prepare for task to be undertaken /
3.2 Input data into the computer /
3.3 Access information using computer /
3.4 Produce accurate and complete data according to the /

requirements
3.5 Maintain computer system /

4. Perform workplace and safety practices
4.1 Follow workplace procedure for health, safety and /
security practices
4.2 Deal with emergency situation /
Maintain safe personal presentation standards /

5. Provide effective customer service
5.1 Greet customer /

2014
CINDY O. GASTON 159
CAN I?... YES NO
5.2 Identify customer needs /
5.3 Deliver service to the customer /
5.4 Handle queries to telephone, fax machine, internet
and email
5.5Handle complaints, evaluation and recommendations /

CORE COMPETENCIES
1. Receive and Process Reservations
1.1 Receive Reservation request /
1.2 Record Details of reservation /
1.3 Update reservations /
1.4 Advise others on reservation details /
2. Operate a Computerized Reservation
2.1 Operate the computerized reservation system /
2.2 Create and process reservations /

2.3 Send and receive reservation communications /
3. Provide accommodation reception services
3.1 Prepare for guest arrival in accordance with industry /
procedure
3.2 Welcome and register guests accordingly /

3.3 Perform “during stay” functions
3.4 Organize guest departure /
3. 5 Prepare front office records and reports /
4. Conduct Night Audit
4.1 Process internal financial transactions /
4.2 Complete routine records and reports /
5. Provide Club Reception Services
5.1 Provide information on club services and process /
memberships
5.2 Monitor guest entry to club according to enterprise /
procedures
6. Provide Concierge and Bell service
2014
CINDY O. GASTON 159
CAN I?... YES NO
6.1 Handle guest luggage on arrival and departure /
6.2 Handle Guest Luggage /
6.3 Respond to guest for bell desk services /
7. Provide cashiering service
7.1Prepare guest folio /
7.2 Collect cash or cash equivalents /
7.3 Process receipts and payments /
7.4 Reconcile financial transactions at the end of the /
shift
Form 1.2: Evidence of Current Competencies acquired related

to Job/Occupation
Current
Proof/Evidence Means of validating
competencies
1. Operate a  Practical  Evaluate
Computerize Demonstration performance using
d performance
Reservation criteria checklist
 Validate the
 Submitted certificate authenticity of
of documents
training/employment
from an agency
proven authentic
through date acquired
and evaluation of the
standing of the
company/employer
2014
CINDY O. GASTON 159
who issued the
certificate
2. Provide
accommodati  Submitted certificate  Validate the
on reception of authenticity of
services training/employment documents
from an agency
proven authentic
standing of the
company/employer
who issued the  Submitted
certificate document is
authentic as
 Submitted signed and
documented attested by the
evaluation report company’s
signed by the authorized
supervisor and notify personnel
by duty manager
3. Provide Club  Practical  Evaluate

Reception Demonstration performance using
Services performance
criteria checklist
 Validate the
of documents
training/employment
from an agency
proven authentic
standing of the
company/employer  Submitted
who issued the document is
certificate authentic as
signed and
 Submitted attested by the
documented company’s
evaluation report authorized
signed by the personnel
supervisor and notify
2014
CINDY O. GASTON 159
by duty manager
4. Conduct  Submitted certificate  Validate the

Night Audit of authenticity of
training/employment documents
from an agency
proven authentic
standing of the
company/employer
who issued the  Submitted
certificate document is
authentic as
 Submitted signed and
documented attested by the
evaluation report company’s
signed by the authorized
supervisor and notify personnel
by duty manager
5. Provide  Practical  Evaluate

Concierge Demonstration performance using
and bell performance
Services criteria checklist
 Validate the
of documents
training/employment
from an agency
proven authentic
standing of the
company/employer
who issued the
certificate

cashiering Demonstration performance using
service performance
criteria checklist

2014
CINDY O. GASTON 159
 Validate the
of documents
training/employment
from an agency
proven authentic
standing of the
signed and
by duty manager
Form 1.3: Summary of Current Competencies Versus Required

Competencies
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on s
CBC
1.1 Reservation Receiving
request reservation request
1.2 Record Details of Recording details of
reservation reservation
1.3 Update Updating
reservations reservations
1.4 Advise others on Advising others on
reservation reservation details
details
2014
CINDY O. GASTON 159
2.1 Operate the Accessing and
computerized manipulating
system system
information
2.2 Create and Creating and
process processing
2.3 Send and receive Sending and
reservation receiving
communications reservation
communications

3.1 Prepare for guest Preparing for
arrival in guest arrival
accordance with
industry
procedure
3.2 Welcome and Welcoming and

register guests registering guests
3.3 Perform “during Performing
stay” functions “during stay”
functions
3.4 Organize guest Organizing guest
departure departure
3.5 Prepare front Preparing front
office records office records and
and reports reports

4.1 Process internal Processing
financial financial
transactions transactions
4.2 Complete routine Completing
records and routine records
reports and reports
2014
CINDY O. GASTON 159
5.1 Provide Providing
information on information on
club services and club services and
process process
memberships memberships
5.2 Monitor guest Monitoring guest
entry to club entry to club
according to according to
enterprise enterprise
procedures procedures
6.1 Handle guest Handling guest

luggage on luggage on arrival
arrival and and departure
departure
6.2 Handle guest Marking and
luggage storing luggage
accurately and
properly accroding
to establishment
procedures and
safety
requirements
6.3 Respond to Responding to
request for bell request for bell
desk services desk services
promptly promptly
7.1 Prepare guest Preparing guest
folio folio
7.2 Collect cash or Collecting cash or
cash equivalents cash equivalents
7.3 Process receipts Processing
and payments receipts and
payments
7.4 Reconcile Reconciling
financial financial
transactions at transactions at
2014
CINDY O. GASTON 159
the end of the the end of the
shift shift
Form 1.4: Training Needs
Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
1.1 Receive Reservation request Receiving reservation request
1.2 Record Details of reservation Recording details of

reservation
1.3 Update reservations Updating reservations
1.4 Advise others on reservation Advising others on

details reservation details

2014
CINDY O. GASTON 159
2014
CINDY O. GASTON 159
Sector: TOURISM
Qualification Title: FRONT OFFICE SERVICES – NCII
Unit of Competency: RECEIVE AND PROCESS RESERVATIONS
Module Title: Receiving and Processing Reservations
WESLEYAN UNIVERSITY-PHILIPPINES

2014
CINDY O. GASTON 159
I. Plan Training
Session

2014
CINDY O. GASTON 159
SESSION PLAN
Sector : Tourism
Qualification Title : FRONT OFFICE SERVICES NC II

Unit of Competency : Receive and Process Reservations
Module Title : Receiving and Processing Reservations
Date Developed:April 28, 2014 Document No:

RESERVATIONS Page 17 of 159
CINDY O. GASTON
LEARNING OUTCOMES:
LO 1: Receive reservation request
LO 2: Record Details of reservation
LO 3: Update reservations
LO 4: Advise others on reservation details
A. INTRODUCTION: This module covers the knowledge skills and attitude in receiving and processing reservation for tourism or
hospitality product and services
B. LEARNING ACTIVITIES:

Learning Content Methods Presentation Practice Feedback Resources Time
1.1.1 Receiving  Lecture/  Read Information  Answer Self-  Compare answers to CBLM 10
and discussion sheet 1.1-1 check 1.1-1 answer key 1.1-1 hours
processing Receiving and Receiving and Receiving Informatio
reservations processing processing Reservation n sheet
reservations reservations Request
 Evaluate output
 Demonstration  Read Task Sheet  Perform Task using performance
1.1-1 Receiving Sheet 1.1-1 criteria checklist
and processing Receiving and 1.1-1 Receiving
reservations processing and processing

CINDY O. GASTON
1.1.2 Reservation  Lecture/  Read Information  Answer Self-  Compare answers to CBLM 5
and booking discussion sheet 1.1-2 check 1.1-2 answer key 1.1-2 hours
terminology Reservation and Reservation Reservation and Informatio
booking and booking booking n sheet
terminology terminology terminology
 Visual
presentation  View PowerPoint  Oral Questioning
slides 11.1-2
Reservation and
booking
terminology
1.1.3 Rates and  Lecture/  Read Information  Answer Self-  Compare answers to CBLM 5
Products discussion sheet 1.1-3 check 1.1-3 answer key 1.1-3 hours
features Rates and Rates and Rates and Products Informatio
Products Products features n sheet
features features
 View PowerPoint  Oral

 Visual
slides 1.1-3 Questioning/intervi
presentation
Rates and ew
Products
features
LO 2: Record details of reservation

CINDY O. GASTON
1.2.1 Details of  Lecture/  Read Information  Answer Self-  Compare answers 3
Reservation: discussion sheet 1.2-1 check 1.2-1 to answer key CBLM
hours
Customer Details of Details of 1.2-1 Details of
Profile/Guest Reservations: Reservation Reservations: Information
History Customer s: Customer Customer sheet
profile/Guest profile/Gues profile/Guest
History t History History
 Visual
 View PowerPoint  Oral
presentation
slides 1.2-1 Questioning/
Details of interview
Reservations:
Customer
profile/Guest
History

CINDY O. GASTON
1.2.2 Details of  Lecture/  Read Information  Answer Self-  Compare answers 6
Reservations: discussion sheet 1.2-2 check 1.2-2 to answer key CBLM
hours
Special request Details of Details of 1.2-2 Details of
Reservations: Reservation Reservations: Information
Special request s: Special Special request sheet
request
 Demonstration  Read Task Sheet  Perform Task
1.2-2 Details of Sheet 1.2-2
Reservations: Details of
Special request Reservation
s: Special
request
1.2.3 Confirmation  Lecture/  Read Information  Answer Self-  Compare answers CBLM 3
and filling discussion sheet 1.2-3 check 1.2-3 to answer key Information
hours
reservation Confirmation Confirmatio 1.2-3 sheet
process and filling n and filling Confirmation
reservation reservation and filling
process process reservation
process
 Visual
 View PowerPoint  Oral
presentation
slides 1.2-3 Questioning/
Confirmation interview
and filling
reservation
process

CINDY O. GASTON
LO 3: Update Reservations
1.3.1 Financial  Lecture/  Read  Answer Self-  Compare answers CBLM

5
status of discussion Information check 1.3-1 to answer key Information
reservation sheet 1.3-1 Financial 1.3-1 Financial sheet hour
process Financial status of status of
status of reservation reservation
reservation process process
process
 Visual
presentation  View  Oral
PowerPoint Questioning/inte
slides 1.3-1 rview
Financial
status of
reservation
process
1.3.2 Amendments 10
or  Lecture/  Read  Answer Self-  Compare answers  CBLM hours
cancellations discussion Information check 1.3-2 to answer key  Infosheet
of received, sheet 1.3-2 Amendments or 1.3-2
processed and Amendments cancellations of Amendments or
recorded or received, cancellations of
reservation cancellations processed and received,
of received, recorded processed and
processed and reservation recorded
 Demonstratio

CINDY O. GASTON
n recorded reservation
reservation  Perform Task
Sheet 1.3-2
Amendments or  Evaluate output
 Read Task cancellations of using
Sheet 1.3-2 received, performance
Amendments processed and criteria checklist
or recorded 1.3-2
cancellations reservation Amendments or
of received, cancellations of
processed and received,
recorded processed and
reservation recorded
reservation

1.4.1 Requirements  Lecture/  Read  Answer Self-  Compare answers to  CBLM 5
of reservation discussion Information check 1.4-1 answer key 1.4-1  Infosh hours
process sheet 1.4-1 Requirements Requirements of eet
communicated Requirements of reservation reservation process
to of reservation process communicated to
housekeeping process communicated housekeeping and
and F & B. communicated to F&B
to housekeeping
housekeeping and F&B

CINDY O. GASTON
and F&B
 Evaluate output
 Demonstratio  Read Task  Perform Task using performance
n Sheet 1.4-1 Sheet 1.4-1 criteria checklist
Requirements Requirements 1.4-1
of reservation of reservation Requirements of
process process reservation process
communicate communicated communicated to
d to to housekeeping and
housekeeping housekeeping F&B
and F&B and F&B
1.4.2 Reservation  Lecture/  Read  Answer Self-  Compare answers CBLM 5

Statistics discussion Information check 1.4-2 to answer key 1.1-  Infosh hours
Process sheet 1.4-2 Reservation 4 Advising others eet
Reservation Statistics on reservation
Statistics Process details
Process
C. ASSESSMENT PLAN
Written Test
o Answer questions on:
 Receiving Reservation request
 Recording details of reservation
 Updating reservations

CINDY O. GASTON
 Advising others on reservation details
Performance test /simulation
o Communication Skills
o Skills in receiving and processing reservations for multiple product bookings and in response to differing customer needs
o Skills in reservation documentation
o Processing reservation requests, and issuing of documentation within timeframes and constraints that reflect typical industry
practice
D. TEACHER’S SELF-REFLECTION OF THE SESSION

 Sufficient learning content
 The learning methods used are well-organized
 The method for evaluation is appropriate
 Learning resources are sufficient
Prepared by:
Cindy O. Gaston
Asst. Professor 1
Wesleyan University-Philippines

CINDY O. GASTON
HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIALS
Welcome!
The unit of competency, “Receive and Process Reservations” is one of
the competencies of Front Office Services, a qualification which
comprises the knowledge, skills and attitudes required for a TVET
trainer to possess. It is one of the specialized modules at National
Certificate level (NC II).
The module, Receiving and Processing Reservations, contains training

materials and activities related to identifying learner’s requirements,
preparing training and session plan, preparing basic instructional
materials and organizing learning activities for you to complete.
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 and Task/Job
Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Recognition of Prior Learning (RPL)

You may already have some of the most of the knowledge and
skills covered in this learner’s guide because you have:
 been working for some time
 Already completed training in this area
If you can demonstrate to your trainer that you are already
competent in a particular skill or skills, talk to him/her about having
them formally recognized so you don’t have to do the same training
again. If you have a qualification or Certificate of Competency from
previous training, show it to your trainer. If the skill you acquired is
still current and relevant to the unit/s of competency they may

2014
CINDY O. GASTON 159
become part of the evidence you may present to RPL. If you are not
sure about the currency of your skills, discuss with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to
record important date, jobs undertaken and other workplace events
that will assist you in providing further details to your trainer or
assessor. A Record of Achievement is also provided for your trainer to
complete once you complete the module.
This module was prepared to help you achieve the required
competency, in Preparing Rooms for Guest. This will be the source of
information for you to acquire knowledge and skill into this particular
trade independently and at your own pace, with minimum supervision
or help from your instructor.
 Talk to your trainer and agree on how you will both
organize the Training of this unit. Read through the
module carefully. It is divided into sections, which cover
all the skills and knowledge you need to successfully
complete this module.
 Work through all the information and complete the
activities in each section. Read information sheets and job
sheets and complete the self check and perform the
procedural checklist. Suggested references are included to
supplement the materials in this module.
 Most probably your trainer will also be your supervisor or
manager. He/she is there to support you and show you
the correct way to do things.
 Your trainer will tell you about the important things you
need to consider when you are completing activities and it
is important that you listen and take notes.
 You will be given plenty of opportunity to ask questions
and practice on the job. Make sure you practice your new
skills during regular work shifts. This way you will
improve both your speed and memory and also your
confidence.
 Talk to more experience workmates and ask for their
guidance.

2014
CINDY O. GASTON 159
 Use the self-check questions at the end of each section to
test your own progress.
 When you are ready, ask your trainer to watch you
perform the activities outline in this module.
 As you work through the activities, ask for written
feedback on your progress. Your trainer keeps
feedback/pre assessment reports for this reason. When
you have successfully completed each element, ask your
trainer to mark on the reports that you are ready for
assessment.
 When you have completed this module (or several
modules), and feel confident that you have had sufficient
practice, your trainer will arrange an appointment with
registered assessor to assess you. The result of your
assessment will be recorded in your Competency
Achievement Record.

2014
CINDY O. GASTON 159
PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
References/Further Reading
Performance Criteria Checklist
Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
In our efforts to standardize CBLM, the
above parts are recommended for use
in Competency Based Training (CBT) in
Technical Education and Skills
Development Authority (TESDA)
Technology Institutions. The next
sections will show you the components
and features of each part.
FRONT OFFICE SERVICES NC II

COMPETENCY-BASED LEARNING MATERIAL

2014
CINDY O. GASTON 159
MODULE CONTENT
UNIT OF COMPETENCY: RECEIVE AND PROCESS

RESERVATION
MODULE TITLE: RECEIVING AND PROCESSING

RESERVATION
MODULE DESCRIPTOR: 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.
NOMINAL DURATION: 57 hours
LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:

LO 2: Record details of reservation
LO 3: Update Reservations

2014
CINDY O. GASTON 159
LEARNING OUTCOME #1 RECEIVE RESERVATION
REQUEST
Contents:
1. Receiving and processing reservations

2. Reservation and booking terminology
3. Rates and Products features
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.
Conditions
Student/ trainee must be provided with the following:
1. Work place location

2. Supplies, materials and equipment
paper, pencil, room key, fake credit card, cash, forms and slip (registration,
room rack slip) registration card box, Computer, printer, credit card imprinter,
key rack and cash register , telephone
3. Training materials:
Reservation form ,Registration form, Different forms, slip
Assessment Method:

2014
CINDY O. GASTON 159
1. Evaluation of output
2. Written test
3. Oral Questioning/interview
4. Simulated actual demonstration
LEARNING OUTCOME #2 RECORD DETAILS OF

RESERVATION
Contents:
1. Recording customer details and customer profile or history checking

procedure
2. Record special request process
3. Confirmation and filling reservation process
4. Documents and other materials preparation and issuance process
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
requirement
4. Reservation details are completed, explained and confirmed to the customer.
5. Reservations are filed according to property standards.
Conditions

2014
CINDY O. GASTON 159
paper, pencil, room key, fake credit card, cash, forms and slip
(registration, room rack slip) registration card box, Computer, printer,
telephone
a. Reservation form
b. Registration form
c. Different forms
d. slip
Assessment Method:
2. Written test

2014
CINDY O. GASTON 159
LEARNING OUTCOME #3 UPDATE RESERVATIONS
Contents:
1. Financial status of reservation process

2. Amendments or cancellations of received, processed and recorded reservation

2014
CINDY O. GASTON 159
Assessment Criteria
1. Payments 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.
Conditions

telephone
a. Reservation form
c. Different forms
d. slip
Assessment Method:
2. Written test

2014
CINDY O. GASTON 159
LEARNING OUTCOME #4 ADVISE OTHERS ON
RESERVATION DETAILS
Contents:
1. Requirements of reservation process communicated to housekeeping and F &

B.
2. Reservation Statistics Process
Assessment Criteria
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.
Conditions

telephone
a. Reservation form
c. Different forms
d. slip
2014
CINDY O. GASTON 159
Assessment Method:
2. Written test

2014
CINDY O. GASTON 159
Learning Outcome No. 2:
Record Details of
Reservation

2014
CINDY O. GASTON 159
Information Sheet 1.2-1
Details of reservation: Customer Profile and Guest
History
Learning Objectives:
After reading the information sheet you should be able to:
1. Detail information needed on a reservations card

2. Determine the purpose of Guest history
Introduction:
Many hotels find the need to have a record file of its past and
present guests with details of occupancy like length of stay, type of
room, applicable rates, personal preferences and other remarks. These
data are recorded in the guest history card. With these records the
hotel can easily trace its regular or repeat patrons. There are hotels
who base their rates or discounts on frequency of visit, previous room
rates or by classification of account, travel agency account and so on.
RESERVATIONS CARD PERTINENT INFORMATION
All details of information regarding reservation shall be indicated in

the Room Reservations Card to include:
1. Name/s of incoming guest

The last name (surname) must be written first followed by the
first name and middle name, then the title.

2014
CINDY O. GASTON 159
Example: JOHNSON, ANDREW M. MR.
If the party is man and wife, the title should be written M/M
which stands for Mr. and Mrs. Johnson, Andrew M/M
2. Number of persons arriving
3. Arrival date and time
4. Information/time of Arrival
The name of airline, numerical designation of the carrier and
the place of origin must be taken whenever available. The time
of arrival in the hotel is taken in case the guest is arriving via
another mode of transportation
5. Departure date
6. The number of nights the guest is expected to stay in the hotel

Example: Arrival – Dec 10 Departure- Dec 15
Number of nights- Dec 10, 11, 12, 13, 14, Total 5 Nights
7. The number (quantity), type of room and type of bed required
8. Room rate
The client must be informed of the rate of the room reserved. If
he is a repeat guest, the hotel may refer to the guest history
card and apply the rate, which the guest enjoyed in his previous
visit
9. Billing arrangement
Specific arrangements as to the manner of the bill settlement
must be indicated
PAX ACCOUNT, abbreviated as PA (personal account of guest) is
written when the guest will pay to the hotel directly
COMPANY ACCOUNT, abbreviated as CA, is indicated when
bills will be charged to the company. This payment arrangement

2014
CINDY O. GASTON 159
is acceptable only if the guarantee is in writing and the
company has good credit status. The portion of the bills to be
shouldered should also be indicated; i.e., all bills or room/meal
charges only.
10. Remarks
In this space, the clerk notes down special request or
arrangements.
E.g. VIP, commissionable, with extra bed, fruit basket, special
amenities etc.
Status of reservation must also be indicated here
e.g. confirmed, tentative, guaranteed, etc.
11. Booked by
The name of the person making the reservation, his telephone
number must be recorded for reference purpose.
12. Accepted by
Reservations clerk who accepted the reservation must initial
the form for record purposes
13. Date of acceptance of reservation
At the reservation process, reservation agents shall keep in

mind that a rate quoted and confirmed must be honored.
Moreover, reservation clerks should be aware of the following:
 Supplementary charges for extra services or

amenities
 Minimum stay requirements , if any, for dates
requested
 Special promotions in effect for dates requested,
if any
 Applicable currency exchange rates, if quoting
rates to an international tourist
 Applicable room tax percentages
 Applicable service charges or gratuities
2014
CINDY O. GASTON 159
GUEST HISTORY/FILE
Guest History is generally made up of guest contact information

that is taken during the reservation process such as name, address,
phone number, email address, and past guest stay information such
as rates and room types booked on previous stays and the dates of
those stays. It may also contain previous source of business
information and market segment information which may indicate
whether the guest is a AAA member, a corporate account member,
was part of a convention or an independent traveller.
Guest history is also used to track special requests so this information

can be used to anticipate guest needs and requests for future stays. If
a guest prefers a low floor or is allergic to feather pillows, it is helpful
to record this information and recognize your guest’s needs for future
bookings without them having to repeat these requests at the time of
each booking.
Having the ability to export guest information such as email addresses

for email marketing or guest names and addresses for special mail
outs is necessary in today’s competitive world of guest lodging.
A number of property management systems have the ability for guest

history to be interfaced with more detailed guest management systems
that focus on Customer Relationship Management (CRM) which also
encompasses guest loyalty systems.
Records in the history file maybe summarized on a monthly basis and

form month to date to have an overview of the type of patrons and the

2014
CINDY O. GASTON 159
type of room that sells most. This helps in designing marketing
strategies.
GUEST HISTORY CARD SAMPLE

2014
CINDY O. GASTON 159
SELF CHECK 1.2-1
History
I. Multiple choices. Choose the letter of the correct answer
1. In this space, the clerk notes down special request or

arrangements as well as the status of reservations.
a. Billing arrangement
b. Room rate
c. Remarks
2. It is indicated when bills will be charged to the company.

a. PAX Account
b. COMPANY account
c. None of the above
3. Generally made up of guest contact information that is taken

during the reservation process such as name, address, phone
number, email address, and past guest stay information such
as rates and room types booked on previous stays and the dates
of those stays.
a. Reservations card
b. Guest History Card
c. Guest registration form

2014
CINDY O. GASTON 159
II. Enumeration. Enumerate what is being ask below:
1. List down important information regarding reservation that

should be indicated in the reservation card.
ANSWER KEY 1.2-1

History
I. Multiple choices
1. C-remarks
2. B- Company account
3. B- Guest history card
II. Enumeration.
1. Reservations card pertinent information

1) Name/s of incoming guest
2) Number of persons arriving
3) Arrival date and time
4) Information/time of Arrival
5) Departure date
6) The number of nights the guest is expected to stay in
the hotel
7) The number (quantity), type of room and type of bed
required
2014
CINDY O. GASTON 159
8) Room rate
9) Billing arrangement
10) Remarks
11) Booked by
12) Accepted by
13) Date of acceptance of reservation

Details of reservation: Guest Special Request
1. Identify the flow of special request and standard operating

procedure in handling guest special request
2. Enumerate common special request
Introduction:
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. Guests are the main reason on which
the hotel performs, hence any request from the guest have to be
sorted out and must be fulfilled to the maximum, giving the
guest maximum satisfaction in the services of the hotel.
WHAT IS MEANT BY SPECIAL REQUESTS ?
Front office needs to respond to all

requests made by the guests. Any

2014
CINDY O. GASTON 159
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 ?”
The above requests are the most common requests faced by

front office.
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.
• The agent then relays the request to the appropriate service

centre or hotel department for processing.
Common Special Request
• Arranging gifts
2014
CINDY O. GASTON 159
• Finding doctor
• Charging cellphone
• Find a minister
• Arranging for a bodyguard
• Hire a limo
• Charter a private jet
• Equipment and supplies commonly requested by guests include
1) Bed board
2) Adaptor
3) Vase
4) Pillow Fort
5) Baby cot
Handling Guest Special Request Procedure
1. Greet the guest

Smile and eye contact is necessary to show natural and warm
service to guest
2. Listen to the guest and repeat the keypoints of the guest request
3. Record down
Politely ask for other details of reservation and simply write
down the request
4. Give answers to the guest and try your best to meet the guest
needs
5. Key in the guest special request in guest profile by date, guest
name, special request, and action

2014
CINDY O. GASTON 159
Request for Complimentary Amenities Procedure
When very important guests (VIPs) are expected to arrive, the

Front Office or Reservations Section may request for complimentary
amenities provided by the hotel. Some hotels have fruit baskets,
others have floral arrangement, etc.
Procedures:
1. The requesting party shall fill up the complimentary request

form in 3 copies and distribute it as follows:
1st copy- Reservation copy
2 copy-
nd
Cost control copy
3 copy-
rd
Office copy of the department serving the
complimentary item
2. The time of arrival and the room number of the expected guest
is specified on the request form. The request form shall be
delivered to servicing department to make the necessary
arrangement for the special amenities to be provided
3. The supervisor in Charge initials on the original copy of the

request form to acknowledge receipt of the form from the
reservations clerk
4. On the day the VIP is expected, the attending Supervisor makes

sure the fruit basket as well as the mini bar is ready in the room
on the date and time specified in the request form. Upon
delivery of the fruit basket/mini bar in the room, the room
service waiter advises the Housekeeping Supervisor that he has
already delivered the items. The supervisor initials on the
service copy of the request form upon inspection of the special
amenities in the room.

2014
CINDY O. GASTON 159
Self Check 1.2-2
I. True or False. Indicate whether the statement is true or false
1. The time of arrival and the room number of the expected

guest is specified on the request form

2014
CINDY O. GASTON 159
2. The requesting party shall fill up the complimentary request
form in 2 copies, one for reservation and another for cost
control.
3. The supervisor in Charge initials on the original copy of the
request form to acknowledge receipt of the form from the
reservations clerk
4. The Front desk is responsible for coordinating guest
requests.
5. The request form shall be delivered to servicing department
to make the necessary arrangement for the special amenities
to be provided
. Face to Face Handling Guest Special Request Procedure

. Common Special request
Answer Key 1.2-2

I. True or False
1. True
2. False
3. True

2014
CINDY O. GASTON 159
4. True
5. True
II. Enumeration
1. Face to Face Handling Guest Special Request Procedure
a. Greet the guest

b. Listen to the guest and repeat the keypoints of the
guest request
c. Record down
d. Give answers to the guest and try your best to meet
the guest needs
e. Key in the guest special request in guest profile by
date, guest name, special request, and action
. Common Special request
a. Arranging gifts
b. Finding doctor
c. Charging cellphone
d. Find a minister
e. Arranging for a bodyguard
f. Hire a limo
g. Charter a private jet
h. Equipment and supplies

2014
CINDY O. GASTON 159
TASK SHEET 1.2-2
Title: Record Guest Special Request
Performance Objective: Given the learning outcome of the qualification

assigned to you, you should be able to clearly
record guest special request according to
establishment standard operating procedure.
Supplies/Materials : pencil, paper, reservation form, guest history

card
Equipment: Telephone and computer
Steps/Procedure:
1. Check if you have all the materials, supplies and equipment’s
provided by the trainer.
2. Warmly greet the guest and ask how you may help him or her.
(Smile and eye contact is necessary to show natural and warm
service to guest)
3. Listen to the guest and repeat the key points of the guest request
4. Politely ask the guest name and other details of reservations and
simply write down the request
5. Give answers to the guest and try your best to meet the guest
needs
6. Key in the guest special request in guest profile by date, guest
name, special request, and action
Assessment Method:
Trainer’s evaluation using the performance criteria checklist and trainers
feedback.

2014
CINDY O. GASTON 159
Performance Criteria Checklist
Task sheet 1.2-2 Record Guest Special Request
CRITERIA
Did you…. YES NO
1. Check if you have all the materials, supplies

and equipment’s provided by the trainer.
2. Warmly greet the guest and ask how you may

help him or her. (Smile and eye contact is
necessary to show natural and warm service
to guest)
3. Listen to the guest and repeat the key points
of the guest request
4. Politely ask the guest name and other details

of reservations and simply write down the
request
5. Give answers to the guest and try your best to
meet the guest needs
6. Key in the guest special request in guest

profile by date, guest name, special request,
and action

2014
CINDY O. GASTON 159
Confirmation and Filing reservation process
1. Determine the confirmation process

2. Familiarize with confirmation letter sample and identify the key
pint that should be communicated in the letter
3. Identify required documents and records needed in filling
system
Introduction:
After the reservationist has collected all necessary information, she

can officially book and conclude the hotel reservation. This lesson will
familiarize you with the hotel confirmation process and will discuss
how reservations clerk shall maintain a complete and up-to date
reservation filing system.
The Confirmation Process
The hotel should communicate with guests by telephone, telex, mail,

or e-mail a Letter of Confirmation, which confirms the important
points of the reservation agreement.
Confirmation letter serves as written evidence of agreement of

contract and works to the advantage of both parties
This letter might be shown at the registration process in order to

accelerate the pace of registration and to prove that the guest has the
right to have a room at the hotel.

2014
CINDY O. GASTON 159
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:
 Name and address of the guest

 Date and time of arrival
 Room type and rate
 Length of stay
 Number of persons in a group, if any
 Reservation type
 Reservation confirmation number
 Special requests, if any.
The Confirmation numbers
Hotels shall communicate meaningful confirmation numbers to their

potential guests. These numbers shall have statistical meanings,
which might help the hotel in maintaining an efficient historical
database. Here is an example:
32 02 G JC 63
a) 32: Guest’s scheduled arrival date on Julian dates calendar.
b) 02: Group reservation. In this very system, 01 might mean

Frequent Independent Traveler.
c) G: means that the reservation is guaranteed. If N is written, it

means non-guaranteed.

2014
CINDY O. GASTON 159
d) JC: are the initials of the reservation agent who processed the
reservation (ex: Jamel Chafra)
e) 63: Consecutive numbering of all reservation confirmation
numbers issued in the current year.
Reservation Confirmation Sample

2014
CINDY O. GASTON 159
FILLING RESERVATIONS

2014
CINDY O. GASTON 159
For an efficient operation, the reservations clerk shall maintain a
complete and up-to date reservation-filing system to include the
following documents:
1. Reservation slips
All reservation slips are placed in the room status rack, with a
color code. It indicates the name of the guest and the arrival
date. A duplicate copy of the reservation slip is filed
alphabetically by last name of the guest by month. This will
trace as file of al reservations receive
Sample Reservation slip
2. Individual Reservation Forms or Cards

2014
CINDY O. GASTON 159
Details of each booking are contained in this card. This card is
filled up by the desk/reservations clerk and will serve as a basis
for preparing the daily arrival list.
Sample Individual Reservation Forms or Cards
3. Reservation chart

2014
CINDY O. GASTON 159
This chart can help the clerk determine whether or not
reservations can still be accepted for a certain date, or will be
wait-listed or refused. It indicates the actual number of rooms
reserved for any future date to as far as 2-3 years in advance.
The status of the room booking—(confirmed or tentative) is also
indicated in the chart.
Sample Reservation chart

2014
CINDY O. GASTON 159
4. Room status board
All reservation slips are placed in the room status rack. This
room status board contains room numbers that are labeled in
individual pockets. The status of each room is indicated by a
color code (the color lies in the discretion of management). All
rooms that are blocked/reserved for the day are color coded
orange (O). The rooms that are occupied are coded red (R),
vacant and ready for occupancy are coded green (G), rooms that
are out of order are coded white (W) and those that are vacant
but still dirty are coded yellow (Y).
In the rooms that are blocked or reserved, a reservation slip is

placed inside the pocket of the room number. This slip contains
the names of the guest expected to arrive, along with other
information like room rate, arrival and departure and remarks.
When the guest arrives, the desk clerk shall pull out the
reservations slip and then adjust the code to red (Occupied).
The improvised Room status board is not applicable to hotels

using a computerized system of updating the room status.
Details on the status of each room, arrivals and departures are
encoded and stored in the memory of the computer. As each
guest registers, the guest list that is programmed in the
computer is updated and a room status report is automatically
generated and updated indicating the number of rooms
available, vacant ready, occupied, blocked for reservation, for
house use and out of order.

2014
CINDY O. GASTON 159
Sample Room status board
5. Reservations diary
For small hotels with only few rooms, a reservations diary
maybe used to record daily room bookings/reservations, making
reference to the reservation cards/slips. The names of guests
assigned for each room is indicated in their corresponding room
number. If the guest will stay for more than one day, his name
appears more than once in the diary.

2014
CINDY O. GASTON 159
Sample Reservations diary
6. Hanging folder
In this folder, the records and letters pertaining to guest
reservations are kept. Such records are filed according to the
date of arrival
Hanging
folder
Self Check 1.2-3

2014
CINDY O. GASTON 159
I. Multiple choices. Choose the letter of the correct answer
1. This chart can help you determine whether or not reservations

can still be accepted for a certain date, or will be wait-listed or
refused. It indicates the actual number of rooms reserved for
any future date to as far as 2-3 years in advance.
a. Individual Reservation Forms or Cards
b. Reservation slips
c. Reservation chart
2. This is where the records of all corresponding letters pertaining

to guest reservations are kept.
a. Hanging folder
b. Reservation Chart
c. Reservation slip
3. This is filled up by the desk/ reservation clerk and will serve as

a basis for preparing daily arrival list
a. Individual reservation card
b. Reservations control book
c. Confirmation
4. In this space, the clerk notes down special request or

arrangements as well as the status of reservations.
a. Billing arrangement
b. Room rate
c. Remarks
5. It is indicated when bills will be charged to the company.

a. PAX Account
b. COMPANY account
1. What are the documents used in processing reservations?

2014
CINDY O. GASTON 159
ANSWER KEY 1.2-1
I. Multiple choices
1. C- Reservation chart
2. A- Hanging folder
3. A-Individual reservation card
4. C-remarks
5. B- Company account

2014
CINDY O. GASTON 159
Evidence Plan
Competency
standard:
FRONT OFFICE SERVICES
Unit of
competency:
Receive and Process Reservations
Ways in which evidence will be collected:
Demonstration and oral questioning

[
Observation
Portfolio
Written
The evidence must show that the trainee…
Receive reservation request
1.1 Determine and advise to the customer the / /

availability of the reservation*
1.2 Offers alternatives, including waitlist options, / / / /

if requested booking is not available*
1.3 Responds to inquiries regarding rates and
other product features according to / / /
established procedures*
Record details of reservation
2.1 Complete customer details and accurately

record against their booking in a manner which / / /
ensures correct interpretation by others who
may access the reservation details*
2.2 Check customer profile or history, if available, is,
and use information to assist in making the
/ / /
reservation and to enhance customer service

2014
CINDY O. GASTON 159
2.3 Clearly records special requests in accordance / / /
with established requirements*
2.4 Confirms all details of customer bookings to the
customer and ensures that they understand and
/ / /
agree to all details*
2.5 Files reservations in a manner which ensures
easy access by others and is in accordance with
/ / /
established procedures
2.6 Prepare and issue documents and other
materials are to the customer in accordance with
/ / /
the requirements of the specific reservation*
Update reservations
3.1 Update financial status of the reservation is
accurately in accordance with established
/ / /
procedures
3.2 Receive, process and record amendments or
cancellations of reservations in accordance with
/ / /
customer request and established procedures*
Advise others on reservation details
4.1 Communicates to general and specific customer
requirements and reservation details to
/ / /
appropriate departments and colleagues*
4.2 Compile and provide accurate and relevant
reservation statistics are to concerned people or
/ /
departments
NOTE: *Critical aspects of competency
 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

2014
CINDY O. GASTON 159
TABLE OF SPECIFICATION
# of
Objectives/Content Comprehe # of items/
Knowledge Application
area/Topics nsion items % of
test
Receiving reservation 10 5 20 50%

request 5
Recording details of 5 Written

4 Test1 10 25%
reservation
Updating 2 2 1 5 12.5%
reservationsName: _____________________________________________ SCORE
General Instructions: This written examination, which aims to

Advising others on 1 2
determine your level of understanding on2 the module
5 Receiving
12.5% and
reservaton details
Processing Reservations , consists of different sections. Each section
has its own set of instructions. Follow Accordingly.
TOTAL 28 13 9 40 100
A. Multiple Choice.
1. The process of requesting for room accommodation in

advance in a hotel or other commercial establishment
a. Registration
b. Reservation
c. Confirmation
2. A room with single bed, food for one person

2014
CINDY O. GASTON 159
a. Twin room
b. Double room
c. Single room
3. An extra long, extra wide bed about 60 by 80 inches in size

a. King bed
b. Queen bed
c. Double bed
4. A well renowned guest who warrant special treatment

a. Very very important person (VVIP)
b. Very important person (VIP)
c. Foreign Individual Tourist (FIT)
5. The amount designated for a specific room

a. Room rate
b. Room rack
c. Room charge
6. A room sold at moderate rate

a. De luxe
b. Standard
c. Economy
7. When all rooms are occupied and no left for sale

a. Full house
b. Guaranteed reservation
c. Confirmed reservation
8. A room designed for top executive with facilities and

amenities with superior quality
a. Executive suite
b. Junior suite
c. Hospitality suite
9. This is where the records of all corresponding letters

pertaining to guest reservations are kept.
a. Hanging folder
b. Reservation chart
c. Reservation slip
2014
CINDY O. GASTON 159
10. A 3-ringed loose leaf binder with a tally page each day.
a. Reservation chart
b. Reservation slip
c. Reservation control book
11. A written agreement between a hotel and future guest

showing details of reserved accommodation
a. Reservation
b. Confirmation
c. Registration
12. Filled up the desk clerk and will serve as bases for preparing
daily arrival list
a. Individual reservation card
b. Reservations control book
c. Confirmation form
13. A package with special rate given to Filipinos especially

domestic traveler
a. Balikbayan
b. Sariling atin
c. Local travelers
14. The term overbooking means

a. There are more reservations accepted than the hotel
room available
b. The hotel is fully booked
c. There are no rooms available for guest
15. Queen bed is

a. An extra long, extra wide bed, about 60 inches by 80
inches
b. A bed that can accommodate a couple or two
individuals
c. An extra long, extra wide bed, about 78 inches by 80
inches
16. A penthouse suite is

2014
CINDY O. GASTON 159
a. A suite used for entertaining visitors, serving as a
function
b. A suite usually located on the top floor of the property
c. A suite designed for top executive with facilities and
amenities of superior quality
17. Guaranteed reservation

a. Applies when terms of reservation have been verified
b. Applies when both the hotel and the reserving party
agree on the dates, rates and billing arrangement,
room types and other agreement
c. Is an agreement that the hotel makes to hold a room
for a guest until the guest arrival and check out time
18. The 6 o’clock policy means

a. The guest with reservation is expected to arrive not
later than 6 o’clock prior of the arrival date
b. The guest is expected to arrive at 6 o’clock pm of the
arrival date
c. Check in time is 6 pm
19. Reservation diary are used to:

a. Record daily room bookings/reservation
b. Making references to the reservation card/slip
c. Both a and b
20. In booking status, user code C refers to

a. Confirm guaranteed reservation
b. Confirmed
c. Tentative reservation
21. House use refers to

a. Room blocked for in house officers /personnel
b. Occupied room by guest
c. Out of order rooms
22. Future management decisions relating to marketing thrust

is done by:
a. Guest relation officer
b. Night auditor
2014
CINDY O. GASTON 159
c. Reservations supervisor
23. If the room type requested is not available

a. Inform the guest that there’s no more room available
b. Offer alternative room depending on what is available
c. Insist the guest to get other room which are available
24. When there are limited rooms available, priority is given to:
a. FIT
b. Walk in guest
c. VIP
25. Which one must be first indicated in the room reservation

card
a. Number of person arriving
b. Arrival date and time
c. Name/s of incoming guest
26. In case of non-arrival of expected guest

a. No show up form is prepared and forwarded to the
room reservations section
b. The reservations clerk files the rack slip with the
arrival date amended
c. The reservation slip or card is pulled out
27. The status of room is indicated by a color code, all rooms

that are blocked/reserved for the day are color coded with
a. Black
b. Red
c. Orange
28. Average room rate is

a. Total revenue/total rooms sold
b. Total no. of guest/total rooms sold
c. Total revenue/total no. of guest
29. Total rooms available is

a. Total rooms- total rooms sold
b. Total rooms-out of order rooms and house use
2014
CINDY O. GASTON 159
30. DBL Occupancy Percentage is

a. Total rooms- total rooms sold
b. Total no. of guest/total number of rooms sold
c. Total revenue/total no. of guest
B. True or false
1. Standard room is a room sold at moderate rate equipped

with standard facilities like aircon, television and other
amenities
2. The basic function of reservation supervisor is to oversee
operations pertaining to room sales and reservations
3. Guest history is generally made up of guest contact
information that is taken during the reservation process
4. The time of arrival and the room number of the expected
guest is specified and necessary on the request form
5. The front desk is not responsible for coordinating guest

request
6. Pax account is indicated when bills will be charged to the
company
7. If the guest does not show up with cut off date and time, the
hotel has the right to give his reservation room to waitlisted
guests using the room reserved for him
8. A form use for cancellation of guest’s reservation is
reservation slip
2014
CINDY O. GASTON 159
9. One way to avoid overbooking is to guarantee reservations,
set specific time on the validity of the reservation made
exercise effective reservation procedure
10. In case of change in expected time of arrival (ETA), the
reservation card is filled in the new ETA
Written Test Answer Key
A. Multiple Choice.
1. B 16. B
2. C 17. B
3. A 18. A
4. B 19. C
5. A 20. B
6. B 21. A
7. A 22. A
8. A 23. B
9. A 24. C
10. C 25. C
11. B 26. A
12. A 27. C
13. B 28. A
14. A 29. B
15. A 30. B
B. True or False
2014
CINDY O. GASTON 159
1. True
2. True
3. True
4. True
5. False
6. False
7. True
8. False
9. True
10. True

2014
CINDY O. GASTON 159
Performance Test
Specific Instruction for the Candidate
Qualification FRONT OFFICE NC II
Unit of Competency Receiving and processing

reservations
General Instruction:
Given the necessary tools and equipment’s, you are required to

perform on how to receive and process reservations based on the
required industry standard. (allotted time: 1 hour)
Specific Instruction:
1. Greet the customer
2. Determine the availability of the reservation and advise to the

customer
3. Offer alternatives including waitlist options if requested booking

is not available
4. Complete customer details and record against their booking in a

manner which ensures correct interpretation by other who may
access the reservation details
5. Check customer profile or history, if available, and use the

information to assist in making the reservation and to enhance
the customer service
6. Record special request in accordance with established

requirements
7. Confirm the all the details of customer bookings and ensure that
they understand and agree to all details
8. File the reservation in a manner which ensures easy access by

others and is in accordance with established procedures
9. Prepare and issue documents and other materials to the

customer in accordance with the requirements of the specific
reservation
10. Update financial status of the reservation in accordance with

established procedures
11. Receive, process and record amendments or cancellations of

reservations in accordance with customer request and
established procedures Date Developed:April 28, Document No:
2014
12. RECEIVING
Communicate general and specific
AND PROCESSING
customer requirements
Developed by: Issued By:
and reservation details to appropriate departments and
CINDY O. GASTON 159
colleagues
13. Compile and provide accurate and relevant reservation

statistics to concerned people or departments
2014
CINDY O. GASTON 159
LIST OF EQUIPMENTS, TOOLS AND MATERIALS
EQUIPMENTS
QUANTITY DESCRIPTION
2 units Computer and printer
1 pc Cash register
1pc Fake bill detector
1pc Hypercom
1pc Credit and imprinter
1 pc Ving card key marker
1 pc Ving card verifier
1 pc Key rack
1 pc Cash box drawer
1 pc Guest folio rack
2 pcs Telephone
1 pc Typewriter
1 pc Fax machine
5 pcs Calculator
1 pc Safety deposit box
4 pcs Lapel microphone
SUPPLIES AND MATERIALS
1 pc Log book
2pcs Room keys
2pcs Ving card
1 pc White board/cork board
5 pcs Empty envelope
5 pcs Luggage tag
TRAINING RESOURCE MATERIALS

25 pcs Registration form
5 pcs Cancellation booking form
5 pcs No show form
25 pcs General folio
25 pcs Credit card voucher
25 pcs Different forms Date Developed:April 28, Document No:
2014
5 pcs FRONT OFFICENotice
SERVICES
slip NCII Revision No:
TOOLS CINDY O. GASTON 159
1 pc Credit card voucher holder
2 unit Bell boys cart
PERFORMANCE CRITERIA CHECKLIST
PROVIDE ACCOMMODATION RECEPTION AREA
Trainee name: _________________________ Date:

______________
CRITERIA
2014
CINDY O. GASTON 159
Did you…. YES NO
1. Greet the customer
2. Determine the availability of the reservation

and advise to the customer
3. Offer alternatives including waitlist options if

requested booking is not available
4. Complete customer details and record against

their booking in a manner which ensures
correct interpretation by other who may
access the reservation details
5. Check customer profile or history, if available,

and use the information to assist in making
the reservation and to enhance the customer
service
6. Record special request in accordance with

established requirements
7. Confirm the all the details of customer

bookings and ensure that they understand
and agree to all details
8. File the reservation in a manner which

ensures easy access by others and is in
accordance with established procedures
9. Prepare and issue documents and other

materials to the customer in accordance with
the requirements of the specific reservation
10. Update financial status of the reservation

in accordance with established procedures

2014
CINDY O. GASTON 159
11. Receive, process and record amendments or
cancellations of reservations in accordance
with customer request and established
procedures
12. Communicate general and specific

customer requirements and reservation
details to appropriate departments and
colleagues
13. Compile and provide accurate and relevant

reservation statistics to concerned people or
departments
DEMONSTRATION CHECKLIST
Candidate name:
Assessor name:
Project-Based Assessment:
Qualification: FRONT OFFICE SERVICES NCII
2014
CINDY O. GASTON 159
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary materials, tools and equipment, the
candidate must be able receive and process reservations in
30 minutes.
Materials and equipment

Equipment:
 Computer and printer, Telephone, Fax machine, Credit card
imprinter, Guest folio rack, cash box drawer, calculator
Materials:
 Log book, white board/cork board, empty envelopes,
registration form, cancellation booking form, no show forms,
general folio, different forms
 to show if evidence is
OBSERVATION
demonstrated
During the demonstration of skills, did
Yes No N/A
the candidate:
1. Able to determine and advice the
availability of the reservation to the   
customer?
2. Offers alternatives, including waitlist

options if requested booking is not   
available?
3. Responds to inquiries regarding rates
and other product features according   
to established procedures?
4. Accurately complete customer details

accurately in a manner which ensures   
correct interpretation by others who
may access the reservation details
5. Checks customer profile and use
information to assist in making the   
reservation?
6. Records special requests in accordance   
with established requirements
2014
CINDY O. GASTON 159
7. Confirms to the customer all the
details of customer bookings and   
ensure that they understand and agree
to all details
8. Files the reservations in a manner
which ensures easy access by others   
and is in accordance with established
procedures
9. Receives, processes and records
amendments or cancellations of
reservations in accordance with   
customer request and established
procedures
10. Communicates general and specific
customer requirements and   
reservation details to appropriate
departments and colleagues
The candidate’s demonstration was:
Feedback to candidate
General comments [Strengths / Improvements needed]
Candidate
Date:
signature:
Assessor
Date:
signature:
Satisfactory  Not Satisfactory 
ORAL QUESTIONS
Questions to probe the candidate’s underpinning Satisfactor
knowledge y response
Yes No
1. What is the main function of the reservation process?  
2014
CINDY O. GASTON 159
 
2. What will you do if the room requested are sold out in the
requested date?
3. What is guaranteed reservation?  

4. What are the guest-related information needed in getting
 
reservation inquiry?
5. Enumerate the reservation process.  
The candidate’s underpinning  Not

knowledge was:  Satisfactory
Satisfactory
Feedback to candidate
General comments [Strengths / Improvements needed]
Candidate
Date:
signature:
Assessor
Date:
signature:
OBSERVATION CHECKLIST

2014
CINDY O. GASTON 159
Candidate name:
Assessor name:
Assessment
Center :
Competency
Standards:
Unit of Receive and Process Reservations

Competency:
Instructions for the assessor:
1. Observe the candidate conducting receive and process reservations
2. Describe the assessment activity and the date on which it was
undertaken.
3. Place a tick in the box to show that the candidate completed each aspect
of the activity to the standard expected in the enterprise.
4. Ask the candidate a selection of the questions from the attached list to
confirm his/her underpinning knowledge
5. Place a tick in the box to show that the candidate answered the
questions correctly.
6. Complete the feedback sections of the form.
Date of observation
Description of assessment
activity
Location of assessment
activity
The candidate…. If yes, tick the
box
1. Is able determine and advice the customer on the

availability of the reservation? 
2. Offers alternatives, including waitlist options if

requested booking is not available? 
3. Responds to inquiries regarding rates and other

product features are responded according to 
established procedures?
4. Accurately records customer details in a manner,

which ensures correct interpretation by others 
who may access the reservation details?

2014
CINDY O. GASTON 159
5. Checks customer profile and use information to 
assist in making the reservation?
6. Records special requests in accordance with


established requirements?
7. Confirms to the customer all the details of
customer bookings and ensure that they 
understand and agree to all details?
8. Files the reservations in a manner which ensures
easy access by others and is in accordance with 
established procedures?
9. Prepares and issues documents and other
materials to the customer in accordance with the 
requirements of the specific reservations
10. Updates financial status of reservations

according to established procedures?
11. Receives, processes and records amendments or
cancellations of reservations in accordance with 
customer request and established procedures
12. Communicates general and specific
customer requirements and reservation details to 
appropriate departments and colleagues
13. Compiles and provides accurate and
relevant reservation statistics to concerned people 
or departments

2014
CINDY O. GASTON 159
Feedback to candidate:  Yes  No
General comments (Strengths / Improvements needed)
Candidate
Date:
signature:
Assessor
Date:
signature:
Did the candidate’s overall performance meet the
standard?
Inventory of Training Resources
Resources for presenting instruction

 Print Resources As per TR As per Remarks
Inventory
CBLM
Textbook
Magazine, Journal, Pamphlets
and Periodical
 Non Print Resources As per TR As per Remarks
Inventory
Still Visual (slides, film strips,
photograph)
Interactive Learning Materials
Resources for Skills practice

 Supplies and Materials As per TR As per Remarks
Inventory
Log book 3 pcs 2 pcs Replenish
Room key 10 pcs 5 pcs
Vin card 10 pcs 5 pcs
White board/cork board 3 pcs 2 pcs
2014
CINDY O. GASTON 159
Empty envelope 30 pcs 20 pcs
Luggage tag 20 pcs 10 pcs
 Tools As per TR As per Remarks
Inventory
Credit card 2 pcs 1 pc
voucher holder
Bell boys cart 2 pcs 1 pc
 Equipment As per TR As per Remarks

Inventory
Computer (with reservation 3 pcs 1 pc
system) and printer
Cash register 2 pcs 1 pc
Fake Bills detector 1 pc 1 pc
Hypercom 1 pc 1 pc
Credit card imprinter 1 pc 1 pc
Key card marker 1 pc 1 pc
Key Card verifier 1 pc 1 pc
Key rack 1 pc 1 pc
Cash box drawer 1 pc 1 pc
Guest folio rack 2 pcs 2 pcs
Telephone 2 pcs 1 pc
Fax machine 1 pc 1 pc
Calculator 2 pcs 1 pc
Safety deposit box/ drop vault 1 pc 1 pc

2014
CINDY O. GASTON 159
References For Further Reading
BOOK REFERENCES:
1. Front office procedures and guest relations:

Introduction to Hotel and Front Office Operations
Author: Amelia S. Roldan
2. Systemwide rseervations
Hotel Front Office Management Fourth edition
Author: James A. Bardi
WEBSITES:
1. http://www.ehow.com/list_66699
84_hotel-front-office-reservation-procedures.html
2. http://www.tourcms.com/compan
y/research/pdf/hotel_booking_process_february2003.pdf
3. http://www.ehow.com/list_61121
23_procedures-handling-hotel-reservations.html

2014
CINDY O. GASTON 159
4. http://www.youtube.com/watch?
v=ijuRojiFlMs
III. FACILITATE
TRAINING SESSION

2014
CINDY O. GASTON 159
ACTIVITY MATRIX
Qualification: FRONT OFFICE NC II
Day 1 & 2
VENUE
Facilities/Tools and
Training Activity Trainee (Workstation/ Date & Time Remarks
Equipment
Area)

Invocation/Prayer All trainees Chairs
Recap of the previous activities tables
Ice breaker activities CBLM
Feedback of training
57 hours
Receive and process reservations Telephone
Trainee 1 required
LO1 Receive reservation request Trainee 2 Reservation form Work station 1 (8-5pm per day)
LO2 Record details of reservation Trainee 3 Log book Reservation area Except sat- sun
Task sheet /job sheet of
LO3 Update reservations
Trainee 4 different L.O
LO4 Advise others on reservation Trainee 5 Institutional Assessment Institutional
details tool assessment area

Operate a computerized reservation Contextual 57 hours
Reference book on CRS
system Trainee 6 learning area required
LO1 Operate the computerized
Computer Work station 2 (8-5pm per day)
reservation system Trainee 7
LO2 Create and process reservations Trainee 8 Printer Reception area Except sat- sun
LO3 Send and receive reservation Institutional
Reservation form
communications Trainee 9 assessment
Trainee 10 Area
Guest folio


CINDY O. GASTON
Learning Resource 57 hours
Provide accommodation reception CBLM
Trainee 11 Area required
L01 Prepare reception area for guest Trainee 12
Computer/ printer (8-5pm per day)
arrival
LO2 Welcome and register guests Trainee 13 Fax machine Work station 2 Except sat- sun
Trainee 14 Credit card verifier and
L03Perform “during stay” functions Reception area
imprinter
L04 Organize guest departure Trainee 15 Room key
L05 Prepare front office records and
Registration form
reports
Calculator
Telephone
Cash register
Task sheet /job sheet
Trainee 11 Contextual 57 hours
learning area required
LO1 Receive reservation request Trainee 12 Reservation form Work station 2 (8-5pm per day)
LO2 Record details of reservation Trainee 13 Log book Reception area Except sat- sun
Trainee 14 Task sheet /job sheet of
different L.O
LO4 Advise others on reservation Trainee 15 Institutional Assessment Institutional
details tool assessment
area
Operate a computerized reservation Trainee 1 Contextual 57 hours
system learning area required
LO1 Operate the computerized
Computer Work station 2 (8-5pm per day)
reservation system Trainee 2
LO2 Create and process reservations Trainee 3 Printer Reception area Except sat- sun

CINDY O. GASTON
LO3 Send and receive reservation Institutional
Reservation form
communications Trainee 4 assessment
Trainee 5 Guest folio area

L01 Prepare reception area for guest
Computer/ printer (8-5pm per day)
arrival Trainee 7
LO2 Welcome and register guests Trainee 8 Fax machine Work station 2 Except sat- sun
Credit card verifier and
Trainee 9 imprinter
Registration form
reports
Institutional
Notice slip log book
assessment area
Calculator
Telephone
Cash register
Institutional assessment

tool


CINDY O. GASTON
CINDY O. GASTON
ACTIVITY MATRIX
Qualification:FRONT OFFICE NC II
Day 3 & 4
Facilities/Tools and VENUE
Training Activity Trainee Date & Time Remarks
Equipment (Workstation/ Area)

57 hours
Trainee 6 required
(8-5pm per
LO1 Receive reservation request Reservation form Work station 1
Trainee 7 day)
Except sat-
LO2 Record details of reservation Log book Reservation area
Trainee 8 sun
Task sheet /job sheet of
Trainee 9 different L.O
Trainee 10 Institutional Institutional
LO4 Advise others on reservation details Assessment tool assessment area
Operate a computerized reservation Contextual learning 57 hours
system Trainee 11 area required
LO1 Operate the computerized reservation (8-5pm per
Computer Work station 2
system Trainee 12 day)
LO2 Create and process reservations
Except sat-
LO3 Send and receive reservation Printer Reception area
sun
communications Trainee 13
Trainee 14
Trainee 15
Reservation form

CINDY O. GASTON 159
L01 Prepare reception area for guest (8-5pm per
Computer/ printer
arrival Trainee 2 day)
Except sat-
LO2 Welcome and register guests Fax machine Work station 2
Trainee 3 sun
Trainee 4 imprinter
Registration form
reports
Institutional
assessment area
Calculator
Telephone
Cash register
Institutional

assessment tool

Contextual learning 57 hours
Conduct Night Audit Trainee 1 CBLM area required
LO1 Process internal financial
transactions
(8-5pm per
Work station 2
day)
Trainee 2 Computer/printer
Except sat-
L02 Complete routine records and reports Calculator Reception area
Trainee 3 sun

CINDY O. GASTON 159
 Trainee 4 Task sheet /job sheet
Trainee 5 Institutional Institutional
assessment tool assessment
area
57 hours
CBLM
Provide Club Reception Services Trainee 6 required
L01 Provide information on club services (8-5pm per
Computer/ printer Work station 1
and process memberships Trainee 7 day)
L02 Monitor guest entry to club according Except sat-
Fax machine Reception Area
to enterprise procedures Trainee 8 sun

Trainee 9 imprinter
Trainee 10 Institutional
Room key
assessment area
Registration form
Calculator
Telephone
Cash register
Institutional assesment

tool
Contextual learning 58 hours
CBLM
Provide Concierge and Bell service Trainee 11 area required
L01 Handle guest luggage on arrival and (8-5pm per
Bell boys cart Work station 2
departure Trainee 12 day)
Except sat-
Guest directory Reception area
L02 Handle Guest Luggage Trainee 13 sun
L03 Respond to guest for bell desk services Trainee 14 Luggage tag

Room keys assessment
Luggage area

CINDY O. GASTON 159

Institutional

assessment tool
57 hours

Provide cashiering service Trainee 1 CBLM required
(8-5pm per
Work station 1
L01 Prepare guest folio Trainee 2 Computer/printer day)
Except sat-
telephone/ fax machine Reception Area
L02 Collect cash or cash equivalents Trainee 3 sun
L03 Reconcile financial transactions at the

end of the shift Trainee 4 cash register
check out forms assessment area
Credit card verifier

tool


CINDY O. GASTON 159
ACTIVITY MATRIX
Qualification: FRONT OFFICE NC II
Day 5 & 6
VENUE
Facilities/Tools and Remarks
Training Activity Trainee (Workstation/ Date & Time
Equipment
Area)
Contextual 57 hours
Conduct Night Audit Trainee 11 CBLM learning area required
LO1 Process internal financial
Work station 2 (8-5pm per day)
transactions Trainee 12 Computer/printer
L02 Complete routine records and
Calculator Reception area Except sat- sun
reports Trainee 13
 Trainee 14 Task sheet /job sheet
Trainee 15 Institutional assessment Institutional
tool assessment area
Contextual 57 hours
CBLM
Provide Club Reception Services Trainee 1 learning area required
L01 Provide information on club
Computer/ printer Work station 3 (8-5pm per day)
services and process memberships Trainee 2
L02 Monitor guest entry to club
Fax machine telephone Reception area Except sat- sun
according to enterprise procedures Trainee 3

Trainee 4 imprinter, cash register
Room key
assessment
Registration form area
Provide Concierge and Bell service Trainee 1 CBLM Contextual 58 hours

CINDY O. GASTON 159
learning area required
L01 Handle guest luggage on arrival
Bell boys cart Work station 3 (8-5pm per day)
and departure Trainee 2
L02 Handle Guest Luggage Trainee 3 Guest directory Reception area Except sat- sun
L03 Respond to guest for bell desk
Luggage tag
services Trainee 4
Room keys assessment
Luggage area

tool
Contextual 57 hours
Provide cashiering service Trainee 11 CBLM learning area required
L01 Prepare guest folio Trainee 12 Computer/printer Work station 2 (8-5pm per day)
L02 Collect cash or cash equivalents Trainee 13 telephone/ fax machine Reception area Except sat- sun
L03 Reconcile financial transactions

at the end of the shift Trainee 14 cash register
check out forms assessment
Credit card verifier area

tool

CINDY O. GASTON 159
ACTIVITY MATRIX
Qualification:FRONT OFFICE NC II
Day 7
Facilities/Tools and VENUE (Workstation/
Training Activity Trainee Date & Time Remarks
Equipment Area)
57 hours
Contextual learning area
Conduct Night Audit Trainee 6 CBLM required
LO1 Process internal financial (8-5pm per
Work station 2
transactions Trainee 7 Computer/printer day)
L02 Complete routine records and Except sat-
Calculator Reception area
reports Trainee 8 sun
 Trainee 9 Task sheet /job sheet Institutional assesment
Trainee 10 Institutional assesment
tool area
57 hours
CBLM Contextual learning area
Provide Club Reception Services Trainee 11 required
L01 Provide information on club (8-5pm per
Computer/ printer Work station 3
services and process memberships Trainee 12 day)
L02 Monitor guest entry to club Except sat-
Fax machine ,telephone Reception area
according to enterprise procedures Trainee 13 sun

Trainee 14 imprinter , cash register
Trainee 15 Room key Institutional assesment
Registration form area
Provide Concierge and Bell service Trainee 6 CBLM Contextual learning area 58 hours

CINDY O. GASTON 159
required
L01 Handle guest luggage on arrival (8-5pm per
Bell boys cart Work station 3
and departure Trainee 7 day)
Except sat-
Guest directory Reception area
L02 Handle Guest Luggage Trainee 8 sun
L03 Respond to guest for bell desk
Luggage tag
services Trainee 9
Trainee 10 Room keys Institutional assesment
Luggage area

tool
57 hours
Contextual learning area
Provide cashiering service Trainee 6 CBLM required
(8-5pm per
Work station 2
L01 Prepare guest folio Trainee 7 Computer/printer day)
Except sat-
telephone/ fax machine Reception area
L02 Collect cash or cash equivalents Trainee 8 sun
L03 Reconcile financial transactions

at the end of the shift Trainee 9 cash register
Trainee 10 check out forms Institutional assesment
Credit card verifier area

tool


CINDY O. GASTON 159
Progress chart
*Screen shot. Excel template

CINDY O. GASTON 159
*Scree n
shot.
Excel
template

CINDY O. GASTON 159
III. SUPERVISED
WORK BASED
LEARNING
FORM 1.1 SELF-ASSESSMENT CHECK

2014
RESERVATIONS Page 106
CINDY O. GASTON of 159
INSTRUCTIONS: This Self-Check Instrument will give the trainer
necessary data or information which is essential in
planning training sessions. Please check the
appropriate box of your answer to the questions
below.
CAN I?... YES NO
BASIC COMPETENCIES
1.1 Obtain and convey workplace information /
1.2 Participate in workplace meetings and /
discussions
1.3 Complete relevant work related documents /
2.1 Describe team role and scope /
2.2 Describe and identify team role and /
responsibility in a team
3.1 Integrate personal objectives with organizational /
goals
3.2 Set and meet work priorities /
3.3 Maintain professional growth and development /
4. Practice occupational health and safety procedures
4.1 Identify hazards and risks /
4.2 Evaluate hazards and risks
4.3 Control hazards and risks /
4.4 Maintain OHS awareness /
COMMON COMPETENCIES
1.1 Seek information on the industry /
1.2 Update industry knowledge /
2. Observe workplace hygiene procedure
2.1 Follow hygiene procedures /
2.2 Identify and prevent hygiene risks /
2014
CAN I?... YES NO
3.1 Plan and prepare for task to be undertaken /
3.2 Input data into the computer /
3.3 Access information using computer /
3.4 Produce accurate and complete data according /

to the requirements
3.5 Maintain computer system /

4.1 Follow workplace procedure for health, safety /
and security practices
4.2 Deal with emergency situation /
Maintain safe personal presentation standards /

5.1 Greet customer /
5.2 Identify customer needs /
5.3 Deliver service to the customer /
5.4 Handle queries to telephone, fax machine,
internet and email
5.5Handle complaints, evaluation and /

recommendations
CORE COMPETENCIES
1.5 Receive Reservation request /
1.6 Record Details of reservation /
1.7 Update reservations /
1.8 Advise others on reservation details /
2014
CAN I?... YES NO
2.1 Operate the computerized reservation system /
2.2 Create and process reservations /
2.3 Send and receive reservation communications /
3.1 Prepare for guest arrival in accordance with /
industry procedure
3.2 Welcome and register guests accordingly /
3.3 Perform “during stay” functions
3.4 Organize guest departure /
3. 5 Prepare front office records and reports /
4.1 Process internal financial transactions /
4.2 Complete routine records and reports /
5.1 Provide information on club services and /
process memberships
5.2 Monitor guest entry to club according to /
enterprise procedures
6.1 Handle guest luggage on arrival and departure /
6.2 Handle Guest Luggage /
6.3 Respond to guest for bell desk services /
7.2 Prepare guest folio /
7.2 Collect cash or cash equivalents /
7.3 Process receipts and payments /
7.4 Reconcile financial transactions at the end of /
the shift
Form 1.2: Evidence of Current Competencies acquired related
to Job/Occupation

2014
Current
Proof/Evidence Means of validating
competencies
1. Operate a  Practical  Evaluate
Computerize Demonstration performance
d using
Reservation performance
criteria checklist
 Submitted certificate
of  Validate the
training/employment authenticity of
from an agency documents
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate
2. Provide
accommodat  Submitted certificate  Validate the
ion of authenticity of
reception training/employment documents
services from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
signed and
by duty manager

2014
Club Demonstration performance
Reception using
criteria checklist
of  Validate the
proven authentic
through date
acquired and
evaluation of the
standing of the
signed and
by duty manager

4. Conduct  Submitted certificate  Validate the
Night Audit of authenticity of
training/employment documents
from an agency
proven authentic
through date
acquired and
evaluation of the
standing of the
signed and
2014
by duty manager

Concierge Demonstration performance
and bell using
criteria checklist
of  Validate the
proven authentic
through date
acquired and
evaluation of the
standing of the
company/employer
who issued the
certificate

cashiering Demonstration performance
service using
performance
criteria checklist
of  Validate the
proven authentic
through date
acquired and
evaluation of the
standing of the
signed and
company’s
2014
documented authorized
evaluation report personnel
signed by the
by duty manager
Form 1.3 Summary of Current Competencies Versus Required

Competencies
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on s
CBC
1.1 Reservation Receiving
request reservation request
1.2 Record Details of Recording details of
1.3 Update Updating
1.4 Advise others on Advising others on
2014
reservation reservation details
details
2.1 Operate the Accessing and
computerized manipulating
system system
information
2.2 Create and Creating and
process processing
2.3 Send and receive Sending and
reservation receiving
communications reservation
communications
3.1 Prepare for guest Preparing for
arrival in guest arrival
accordance with
industry
procedure
3.2 Welcome and Welcoming and
register guests registering guests
3.3 Perform “during Performing
stay” functions “during stay”
functions
3.4 Organize guest Organizing guest
departure departure
3.5 Prepare front Preparing front
office records office records and
and reports reports

4.1 Process internal Processing
financial financial
transactions transactions

2014
4.2 Complete routine Completing
records and routine records
reports and reports
5.1 Provide Providing
information on information on
club services and club services and
process process
memberships memberships
5.2 Monitor guest Monitoring guest
entry to club entry to club
according to according to
enterprise enterprise
procedures procedures
6.1 Handle guest Handling guest
luggage on luggage on arrival
arrival and and departure
departure
6.2 Handle guest Marking and
luggage storing luggage
accurately and
properly accroding
to establishment
procedures and
safety
requirements
6.3 Respond to Responding to
request for bell request for bell
desk services desk services
promptly promptly
7.1 Prepare guest Preparing guest
folio folio
7.2 Collect cash or Collecting cash or
cash equivalents cash equivalents
7.3 Process receipts Processing
and payments receipts and
2014
payments
7.4 Reconcile Reconciling
financial financial
transactions at transactions at
the end of the the end of the
shift shift
Form No. 4.4: Training Needs
Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
1.5 Receive Reservation request Receiving reservation request
1.6 Record Details of reservation Recording details of

reservation
1.7 Update reservations Updating reservations
1.8 Advise others on reservation Advising others on

details reservation details

2014
2014
Training Plan
Qualifications: Front Office Services NC II

CINDY O. GASTON
Qualification:
Front Office Facilities/ Date
Services NC II Training Mode of Assessment
Staff Tools and Venue and
Activity/Task Training Method
Trainees’ Equipment Time
Training
Requirements
Perform the Practical supervisor Computer Front Evaluation
Receive process of demonstration Office form/
LO1: Printer
Receiving and Performance
Reservation
processing Telephone criteria
Request
reservation Fax checklist
machine
LO 2: Record Perform Record Practical supervisor Computer Front Evaluation

Details of special request demonstration Office form/
Printer
Reservation process Performance
Telephone criteria
checklist
LO3: Update Perform Advising Practical supervisor Computer Front Evaluation

Reservation others on demonstration Office form/
Printer
reservation Performance
details Telephone criteria
Fax checklist
machine

LO4: Advice Perform
FRONT OFFICE SERVICES NCIIPractical supervisor Computer Front No: Evaluation
Revision
Others on reservation
AND PROCESSING demonstration Office form/
RECEIVING Developed by: Printer Issued By:
Reservation process
RESERVATIONS Performance Page 119 of 159
CINDY O. GASTON Telephone
Details communicated criteria
to housekeeping Fax checklist
and F & B. machine
NAME: Jackielyn Fornilos
QUALIFICATION: Front Office NCII
TRAINING DURATION:
TRAINER: Cindy O. Gaston

Instructions:
Technical Education and Skills Development Authority This Trainees’ Record Book (TRB) is intended to serve
as record of all accomplishment/task/activities while
Wesleyan University-Philippines undergoing training in the industry. It will eventually become
evidence that can be submitted for portfolio assessment and
for whatever purpose it will serve you. It is therefore
TRAINEE’S RECORD BOOK important that all its contents are viably entered by both the
trainees and instructor.
The Trainees’ Record Book contains all the required
competencies in your chosen qualification. All you have to do
is to fill in the column “Task Required” and “Date
I.D. Accomplished” with all the activities in accordance with the
training program and to be taken up in the school and with
the guidance of the instructor. The instructor will likewise
FO1 indicate his/her remarks on the “Instructors Remarks”
column regarding the outcome of the task accomplished by

CINDY O. GASTON
the trainees. Be sure that the trainee will personally _________________________________________________
accomplish the task and confirmed by the instructor.
________________________________________________
It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
______________________
This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
Trainer’s Signature
form part of the permanent trainee’s document on file. Unit of Competency: 1. Receive and Process
Reservations
THANK YOU.
Learnin Task/Activity Date Instruct
g Required Accomplis ors
Outcome hed Remarks
NOTES:
LO 1: Perform Basic August ,
Receive Procedure for 2014
_________________________________________________ reservatio taking
ns Reservation
_________________________________________________ request
_________________________________________________ LO 2: Perform Receiving August ,
_________________________________________________ Record and processing 2014
details of reservation/Telep
_________________________________________________ reservatio hone Courtesy
_________________________________________________ n
_________________________________________________ LO3 : Perform Record August ,
Update special request 2014
_________________________________________________
reservatio process
CINDY O. GASTON
n ( Principles w/c
underpin
reservation
procedures)
LO4: Perform August ,
Advise Documents and 2014
others on other materials
reservatio preparation and
n details issuance process
(Principles w/c
underpin
reservation Unit of Competency: 2. Operate a computerized
procedures reservation system
Perform August ,
Computerized 2014
Reservation Learning Task/Activity Date Instructors
system Software Outcome Required Accomplished Remarks
LO 1: Operate the
computerized
reservation system
Trainee’s Signature Trainer’s Signature
LO 2: Create and process
reservations
LO3 : Send and receive

reservation
communications

CINDY O. GASTON
departure

LO5: Prepare front office
records and reports
Unit of Competency: 3. Provide accommodation

reception Unit of Competency: 4 Conduct night audit
Learning Task/Activity Date Instructors
Outcome Required Accomplished Remarks
LO 1: Prepare reception Learnin Task/Activity Date Instructors
area for guest g Required Accomplished Remarks
arrival Outcome
LO 1:
LO 2: Welcome and
register guests Process
internal
financial
LO3 : Perform “during transactions
stay” functions
LO 2: Complete
LO4: Organize guest routine records
CINDY O. GASTON
and reports LO 2: Monitor entry
to club
Trainee’s Signature Trainer’s Signature Trainee’s Signature Trainer’s Signature
Unit of Competency: 6. Provide concierge and bell

services
Learnin Task/Activity Date Instructors
g Required Accomplished Remarks
Unit of Competency: 5. Provide club reception Outcome
services
LO 1: Handle guest
arrivals and
Learnin Task/Activity Date Instructors departures
Outcome LO 2: Handle guest
luggage
LO 1: Provide
information on
club services LO3: Respond to
and process request for
memberships concierge
services

CINDY O. GASTON
the end of the
shift
Unit of Competency:7. Provide cashiering service

Learnin Task/Activity Date Instructors
Outcome
LO 1: Prepare guest
folio
LO 2: Collect cash or
cash
equivalents
LO3 : Process receipts

and payments
LO4: Reconcile
financial
transactions at
CINDY O. GASTON
C
Name : JACKIE FORNILOS Trainer :
GASTON
Front Office Services NC Nominal
Qualification : : 57 hours
II Duration
Training Training Date Date Trainee’s Supervisor’s
Units of Competency Initial
Activity Duration Started Finished Initial
Rating
RECEIVE AND PROCESS Perform the
RESERVATION process of
Receiving and
processing
reservation
Perform
Record special
request
process
Perform
Advising
others on
reservation
details

CINDY O. GASTON
Perform
reservation
process
communicate
d to
housekeeping
and F & B.
Perform the
process of
Receiving and
processing
reservation
Total
Note: The trainee and the supervisor must have a copy of TRAINEE’S PROGRESS
this form. The column for rating maybe used either by giving SHEET
a numerical rating or simply indicating competent or not yet
competent. For purposes of analysis, you may require
industry supervisors to give a numerical rating for the
performance of your trainees. Please take note however that
in TESDA, we do not use numerical rating

CINDY O. GASTON
CINDY O. GASTON
TRAINING SESSION EVALUATION FORM
INSTRUCTIONS:
This post-training evaluation instrument is intended to measure how
satisfactorily your trainer has done his job during the whole duration of your
training. Please give you honest rating by checking on the corresponding cell of
your response. Your answers will be treated with utmost confidentiality.
TRAINERS/INSTRUCTORS
1 2 3 4 5
Name of Trainer: Kimberly P. Magtalapa
1. Orients trainees about CBT, the use of √

CBLM and the evaluation system
2. Discusses clearly the unit of competencies √
and outcomes to be attained at the start of every
module
3. Exhibits mastery of the subject/course √
he/she is teaching
4. Motivates and elicits active participation √
from the student or trainees
5. Keeps records of evidence/s of competency √
attainment of each student/trainees
6. Instill value of safety and orderliness in the √
classrooms and workshops
7. Instills the value of teamwork and positive √
work values
8. Instills good grooming and hygiene √
9. Instills value of time √
10. Quality of voice while teaching √
11. Clarity of language/dialect used in teaching √
12. Provides extra attention to trainees and √
students with specific learning needs
13. Attends classes regularly and promptly √
14. Shows energy and enthusiasm while √
teaching
2014
15. Maximizes use of training supplies and √
materials
16. Dresses appropriately √
17. Shows empathy √
18. Demonstrates self-control √
This post-training evaluation instrument is intended to measure how satisfactorily

you trainer prepared and facilitated your training. Please give your honest rating
by checking on the corresponding cell of your response. Your answers will be
treated with utmost confidentiality.
Use the following rating scales:
5 – Outstanding
4 – Very Good/ Very Satisfactory
3 – Good/ Adequate
2 – Fair/ Satisfactory
1 – Poor/ Unsatisfactory
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the √
components of a CBT workshop
2. Number of CBLM is sufficient √
3. Objectives of every training session is well √
explained
4. Expected activities/ outputs are clarified √
DESIGN AND DELIVERY 1 2 3 4 5
1. Course contents are sufficient to attain √
objectives
2. CBLM are logically organized and presented √
3. Information Sheet are comprehensive in √
providing the required knowledge
4. Examples, illustrations, and demonstrations √
help you learn
5. Practice exercises like Task/Job Sheets are √
sufficient to learn required skills
6. Valuable knowledge are learned through the √
2014
contents of the course
7. Training Methodologies are effective √
8. Assessment Methods and evaluation system √
are suitable for the trainees and the
competency
9. Recording of achievements and competencies √
acquired is prompt and comprehensive
10. Feedback about the performance of √
learners are given immediately
TRAINING FACILITIES/RESOURCES 1 2 3 4 5
1. Training Resources are adequate √
2. Training Venue is conducive and appropriate √
3. Equipment, Supplies and Materials are √
Sufficient
4. Equipment, Supplies and Materials are √
suitable and appropriate
5. Promptness in providing Supplies and √
Materials
SUPPORT STAFF 1 2 3 4 5
1. Support Staff are accommodating √
SUPERVISED INDUSTRY TRAINING OR ON THE JOB TRAINING

EVALUATION FORM

2014
Dear Trainees:
The following questionnaire is designed to evaluate the effectiveness of the
Supervised Industry Training (SIT) or On the Job Training (OJT) you had
with the Industry Partners of (your institution). Please check the
appropriate box corresponding to your rating of each question asked. The
results of this evaluation shall serve as a basis for improving the design and
management of the SIT in SICAT to maximize the benefits of the said
Program. Thank you for your cooperation.
Legend:
5 – Outstanding
4 – Very Good/ Very Satisfactory
3 – Good/ Adequate
2 – Fair/ Satisfactory
1 – Poor/ Unsatisfactory
NA – Not Applicable
Ite
m Question Ratings
No.
Institutional Evaluation 1 2 3 4 5 NA
Has (your institution) conducted an √
orientation about the SIT/OJT program,
1
the requirements and preparations needed
and its expectations?
Has (your institution) the provided √
necessary assistance such as referrals or
2
recommendations in finding the company
for your OJT?
Has (your institution) showed coordination √
3 with the Industry Partner in the design and
supervision of your SIT/OJT?
Has your in-school training adequate to √
4 undertake Industry partner assignment
and its challenges
Has (your institution) monitored your √
5
progress in the Industry?
6 Has the supervision been effective in √
achieving you OJT objectives and providing
2014
Average Ratings
feedbacks when necessary?
Did (your institution) conduct assessment √
7 of your SIT/OJT program upon
completion?
Were you provided with the results of the √
8 Industry and (your institution)’s
assessment of your OJT?
Comments/Suggestions:
Signature:_____________________________
Printed Name: ________________________
Qualification: Front Office Services

Host Industry Partner:________________ Supervisor: ____________________
Period of Time:
Training: ___________________ Instructor: _____________________
Average Ratings:
PREPARATION Average
1. Workshop layout conforms with 5
the components of a CBT
workshop
2. Number of CBLM is sufficient 5
3. Objectives of every training 5
session is well explained
4. Expected activities/outputs are 5
clarified
General Average 5

2014
IV.
MAINTAINING
TRAINING FACILITIES

2014
Shop Lay-Out

2014
HOUSEKEEPING
EQUIPMENT SCHEDULE
MAINTENANCE SCHEDULE
Qualification Front Office Services
EQUIPMENT TYPE DESKTOP COMPUTER
Area/Section Learning Resource Area
EQUIPMENT
In-Charge CODE DK-0818
Vanessa Nazareta/ Utility Personnel
LOCATION LEARNING Schedule for the
RESOURCE Month of
AREA
NOVEMBER
Schedule for the Month of_____________
Responsi Ev Ever
ACTIVITIES
ACTIVITIES MANPO
ble DailyDa Every Weekly
ery Weekl Everyy Monthly
Month Remarks
Remar
WER
Person oth
Other
ily Day y 15th
15th
ly ks
er Day Day
1. CPU Da
 Power y
down door Utility
1. Check √
your PC
locks and Personne
and
knobs l
unplug it
from the
outlet. and
2. Clean
 arrange
Remove √
working
the case
tables
lid. With Utility
√
according
a can ofto Personne
floor
compress l
plan/lay-
ed air,
out;
blow check
the
stability.
dust
from the
3. Clean and
power floor,
check
supply
walls,
through
windows, √
the slits
ceilings
• in the
computer
chassis
graffiti/du
from
st/rustthe
inside
• cobwebs
out
and so
Utility
the dust
outdated/
will exit Personne
unnecessa
the l
ry back.
 Use
objects/ite
short
ms
bursts
obstructions Comput
• and
any keepused er
the can
materials/ Technic Date Developed:April 28, Document No:
upright
scraps ian 2014
and FRONT
(slugs, a OFFICE SERVICES NCII Revision No:
few
stubs)RECEIVING AND PROCESSING Developed by: Issued By:
inches RESERVATIONS Page 136
spilled CINDY O. GASTON of 159
from
liquid the
hardware Utility
4. Clean and √
.
check computer Personne
 Next,
set -monitor, l
CPU, blow the
dust
keyboards,
mouse from– thefree,
intake
HOUSEKEEPING INSPECTION CHECKLIST
Qualification FRONT OFFICE SERVICES
Area/Section LEARNING RESOURCE AREA
In-Charge CINDY O. GASTON
YES NO INSPECTION ITEMS
 1. Are the tables clean and dry? Arranged
according to the floor plan/layout?
 2. Are floors, ceilings, windows and doors are
clean, neat and without obstructions or
unnecessary odor? All hinges are functional
and with exit plans?
 3. Is the workshop well-ventilated and with
enough illumination?
 4. Is the computer set clean and dry? Cables,
plugs, mouse properly laid out and functional?
No damages or splices in flexible wires?
 5. Is the air conditioning functional?
 6. Is the workshop surroundings clean and
cleared of obstructions, no impounded water
and with adequate lights?
 7. Are there available receptacles for waste? Are
the waste materials properly segregated and
disposed?
 8. Is the room conducive to learning?
Remarks:
Inspected by: CINDY GASTON Date: MAY 5,

2014
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST

2014
Equipment Type : Desktop Computer
Property Code/Number : DC-0213
Location : Practical Work Area
Trainer-In-Charge : Cindy O. Gaston
YE NO INSPECTION ITEMS
S
√ 1. Is the CPU clean and dry? Fan and air vents are
dusted?
√ 2. Is keyboard clean and sanitized?
√ 3. Is the Monitor clean and free of dust?
√ 4. Is the mouse clean and sanitized?
Remarks:
Inspected by: Area Head Date: 05/15/2014
WASTE SEGREGATION LIST

2014
Qualification FRONT OFFICE SERVICES NC II
Area/Section Learning Resource Area
In-Charge CINDY GASTON
General/ Accumulated Waste Segregation Method

Wastes
Recycle Compose Dispose
1. Not functioning light 

bulbs and knobs
2. Broken Chairs and 
tables
3. Damaged electrical wires 
4. Old Outdated Brochures 
5. Used rags/ cleaning 

materials
7. Used papers 

2014
Equipment Purchase Request Form
Date: MAy 14, 2014

Name: TERESITA MANZON
Purpose of Request: As Required indicated in TR
Please order the following items
Qty Unit Model Description Unit cost Amount
1 Desktop Dell 510E series Laboratory 15000 15,000
computer Equipment
1 Telephone starTel 045 Laboratory 6000 6,000
Equipment
Date Required: June 1, 2014 Total Cost: 21,000
I certify that the supplies requisition above are necessary and will be used for purpose stated.
Requested by: Approved by:

______________________ _____________________
Cindy O. Gaston Head Purchasing Officer
Date Developed: Document No:

FRONT OFFICE SERVICES NCII April 28, 2014 Revision No:
CINDY O. GASTON
TAG-OUT INDEX CARD
LOG DATE TYPE DESCRIPTION

SERIA ISSUE (Danger/Caution) (System Components, Test
L D BREAKDOWN/REPAIR Reference,
REPORT etc.
2014- May14, Danger/Out of
Property ID Number: 0012-0818 Broken scanner plug
510 2014 order
Property Name: Desktop Computer 02
Location: Computer Laboratory
Findings: Recommendation:
Desktop Monitor blank, black screen or is not turning on. 1. Unplug the monitor from the
2. Unplug the cord from the ba
monitor.
3. Plug the monitor cord back
Monitor and a known-good
4. Press the Monitor power bu
5. If this still does not work, tr
known-good power cord. Ty
Desktop power cord is the s
Monitor power cord.
Inspected by: Cindy O. Gaston Reported to: Erik Villaroman
Date: May 14, 2014 Date: May 14, 2014
Subsequent Action Taken: Recommendation:
Inspection of the equipment. Replacement of the monito
By: Technician Reported to: Kimberly Magtalap
Date: May 16, 2014 Date: November 16, 2013

2014
WORK REQUEST
Unit No.
ACLC 002 Description: DESKTOP COMPUTER
Observation/s: Date Reported:

Defective Monitor. No Power May 18, 2014
Activity: Reported by:

Replacement of the monitor Cindy O. Gaston
Date completed:
May 18, 2014
Signature:
Spare parts used: New Monitor

CINDY O. GASTON
SALVAGE REPORT
AREA/ SECTION
Computer Laboratory
IN-CHARGE
Cindy O. Gaston
FACILITY TYPE PART ID RECOMMENDATION
HP Desktop Computer 512 DDR2 Memory Store as back-up memory
Reported by: Date:
Signature Over Printed

Name

CINDY O. GASTON
EQUIPMENT RECORD W/ CODE AND DRAWING
No Eqpt. Drawing
Location Qty Title Description PO No.
. No. Ref.
1 Practical MEE- 1 Fax Sharp Fax 000- 457234
Work EQ-001 Machine Machine Fx11 01WM E
Area
2 Practical MEE- 2 Computer Acer Computer 000- 457235
Work EQ-002 RC8 02PG E
Area
3 Practical MEE- 1 Printer Asus Jet 000- 457239

Work EQ-003 Printer KM23 03WT
Area
4. Practical MEE- 1 Telephone PLDT MyDSL 000- 458442

Work EQ-004 199 04GT
Area

CINDY O. GASTON
INSPECTION REPORT
Area/ Section Computer Laboratory
In-Charge Cindy O Gaston
FACILITY TYPE
INCIDENT ACTION TAKEN PROGRESS / REMARKS
HP Desktop Sent to AOC service center for

Black Out Screen Cannot be repaired; replace monitor
Computer repair
Reported by:
Date: May 14, 2014
Cindy O Gaston

CINDY O. GASTON
V. UTILIZE
ELECTRONIC MEDIA

2014
Sample Cd for Demonstration

2014
VI. CONDUCT
COMPETENCY
ASSESSMENT

2014
Technical Education and Skills Development Authority
WESLEYAN UNIVERSITY-PHILIPPINES
Mabini Extension, Cabantuan City
___________________________________________________
DATE
NAME SIGNATURE
ASSESSOR ACAC MANAGER

2014
SELF ASSESSMENT GUIDE
National Certificate
Qualification: FRONT OFFICE SERVICES NC II
Unit of Competency
Covered: PERFORM FRONT OFFICE
RESERVATION
Instructions:
 Read each of the questions in the left-hand column of the chart.
 Place a tick in the appropriate box opposite each question to indicate
your answer.
YES NO
Can I…
Acknowledge customer making a reservation using
 
property standards?
Determine the availability of room requested?  
Offer alternatives, including waitlist options if
 
requested booking is not available
Accurately answer inquiries regarding rates and
other product features  
Accurately record complete customer details in

system  
Check and use guest profile or history if available

in making the reservation  
Record special request in accordance with

established requirements  
Explain and confirm reservation details of

 
customer bookings to the customer
File reservations according to property standards  
Prepare and issue documents and other materials
to the customer in accordance with the  
requirements of the specific reservation

2014
Accurately record or update payments and
deposits of the reservations in accordance with  
property standards
Receive, process, and record amendments or
cancellations of reservations in accordance with  
customer request and property standards
Communicate general and specific customer
requirements and reservation details to 1.  
appropriate departments and colleagues
Follow up on customer request and address
specific requirements in his reservation details
prior to guest arrival? 2.  
Candidate’s Name: Date:

2014
Qualification: FRONT OFFICE SERVICE NC II

PROVIDE NIGHT AUDIT
Certificate of Competency 2
Instruction:
 Read each of the question in the left hand- column of the chart
 Place check in the appropriate box opposite each question to indicate your answer
Can I… YES NO
 Double check transactions to ensure that they have
posted in the property’s computerized system.
 Identify financial system discrepancy is identified
and reconciled according to property standards.
 Verify and reconcile room rates and room status to
guest
 Control financial system
 Complete records and report
 Forward report to different department
I agree to undertake assessment in the knowledge that information gathered will only be
used for professional development purposes and can only be accessed by concerned
assessment personnel and my manager/ supervisor
Candidate’s Signature : Date:


Certificate of competency 3
PROVIDE CLUB RECEPTION
2014
SERVICES
Instruction:
Can I… YES NO
 Advice and inform club services and facilities provided to
customer and club members as required according to
established standard.
 Explain Club membership and club rules are to the public
and members following the standard procedures
 Explain and fill membership application form
 Record and check membership
 Check membership badges/ cards upon entry in
accordance w/ establishment standard
 Assist guest to sign in accordance with government and
enterprise requirements
 Check dress and age regulation of members and guest
 Dispute over entry to club are referred to security,
supervisor or other relevant person according to enterprise
policy
I agree to undertake assessment in the knowledge that information gathered will only be used for
professional development purposes and can only be accessed by concerned assessment personnel and
my manager/ supervisor
Candidate’s Signature :
Date:


Certificate of Competency 4 PROVIDE CONCIERGE AND BELL
SERVICE

2014
Instruction:
Can I… YES NO
 Review and plan expected daily arrival and departure request
for major guest movement in accordance with establishment
standard
 Welcome promptly on arrival and direct to the appropriate
area for registration
 Assist Guests with luggage in accordance with establish
procedures and safety requirements
 Escort guests to room and where appropriate courteously
showed/explained the establishment/room features in
accordance with established procedures
 Transport and deliver guest luggage
 Mark and store luggage accurately for easy retrieval in storage
system
 Provide concierge in accordance with establishment security

and safety requirements
 Liaise colleagues and other department to ensure effective
response to concierge service response
I agree to undertake assessment in the knowledge that information gathered will only be used for professional
development purposes and can only be accessed by concerned assessment personnel and my manager/
supervisor
Candidate’s Signature :
Date:

Certificate of Competency 5
PROVIDE CASHIERING
Instruction:
2014
Can I… YES NO
 Check with other departments of any un-

posted or late charges. All un-posted or late
charges are posted in the property’s
computerized system.
 Print and present guest folio for review and
approval of guest
 Accept and count cash in front of the
customer
 Process credit cards or debit cards
according to enterprise standards.
 Process foreign currency payment according
to property standards.
 Process Traveler’s check according to
property standards.
 Processed Other billing settlement is using property
standards
 Receive and process cash, cash equivalent or non-
cash transaction according to property standard
 Present and issue receipt to guest
 Record transaction to guest account in computerized
reservation system. Process check out based on
property standard
 Balance cash float accordance with property standard
 Segregate accurately cash, non-cash equivalent

accurately
 Balance and tally computerized system and sum of cash
and non-cash transactions
 Record and processed according to property standard
 Close cashier account and store and file documents
I agree to undertake assessment in the knowledge that information gathered will only be used
for professional development purposes and can only be accessed by concerned assessment
personnel and my manager/ supervisor
Candidate’s Signature : Date:

2014
COMPETENCY ASSESSMENT AGREEMENT
Candidate’s Name: Jackielyn Fornilos

Assessor’s Name: Cindy O. Gaston
Qualification: Front Office Services NC II
Units of Competency to be Assessed: Basic Units:
4. Practice occupational health and safety
procedures
Common Units:

2014
2. Observe workplace hygiene procedures
Core Units:
System
3. Provide Accommodation Reservation
Services
6. Provide Concierge and Bell Services
7. Provide Cashiering Services
YES NO
 Have the context and purpose of assessment been
explained?
 Have the qualification and units of competency been
explained?
 Do you understand the assessment procedure and the
evidence to be collected?
 Have your rights and appeal system been explained?
 Have you discussed any special needs to be
considered during assessment?
I agree to undertake assessment in the knowledge that information gathered will only be used for
professional development purposes and can only accessed by concerned assessment personnel and my
manager/supervisor.
Candidate’s Signature: Date:
Assessor’s Signature: Date:

2014
COMPETENCY ASSESSMENT RESULT SUMMARY
Candidate’s Name: Jackielyn Fornilos
Assessor’s Name: Cindy O. Gaston
Qualification Applied for: Front Office Services NC II
Unit of Competency: Receive and Process Reservation
Date of Assessment: June 10, 2014
Assessment Centre: Wesleyan University- Philippines
Not
The performance of the Candidate in the following assessment methods. Satisfactor
Satisfacto
(Pls. tick (√) appropriate box) y
ry
2. Operate a Computerized Reservation System
3. Provide Accommodation Reservation Services

2014
6. Provide Concierge and Bell Services
7. Provide Cashiering Services

Did the candidate overall performance meets the required
evidence/standard?
Recommendations:
 For re-assessment. ______________________________________________
 For submission of documents. _____________________________________
 For issuance of Certificate.
Pls. specify (Qualification and NC Level) ____________________________
General Comments (Strengths/Improvement needed):
Candidate’s Signature Date:
Assessor’s Signature Date:

2014

CBLM Front Office

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

CBLM Front Office

Hochgeladen von

Copyright:

Verfügbare Formate

Data Gathering Instrument for Trainee’s Characteristics

INSTRUCTIONS: Please answer the following instrument according to

Language, literacy Average grade in: Average grade in:

Cultural and Ethnicity/culture:

Education & Highest Educational Attainment:

Previous Training Certificates

Previous List down trainings related to Front Office

Special courses Other special training regarding Front Office

b. Kinesthetic - described as the students in the

c. Auditory- a learner who has the ability to

d. Activist - Learns by having a go

e. Reflector - Learns most from activities where

f. Theorist - Learns most when ideas are linked

g. Pragmatist - Learns most from learning

Other needs a. Financially challenged

Date Developed:April 28, Document No:

FORM 1.1 SELF-ASSESSMENT CHECK

3.2 Input data into the computer /

3.3 Access information using computer /

3.4 Produce accurate and complete data according to the /

3.5 Maintain computer system /

4.2 Deal with emergency situation /

Maintain safe personal presentation standards /

Date Developed:April 28, Document No:

5.5Handle complaints, evaluation and recommendations /

2.2 Create and process reservations /

3.2 Welcome and register guests accordingly /

Form 1.2: Evidence of Current Competencies acquired related

3. Provide Club  Practical  Evaluate

4. Conduct  Submitted certificate  Validate the

5. Provide  Practical  Evaluate

6. Provide  Practical  Evaluate

Date Developed:April 28, Document No:

Form 1.3: Summary of Current Competencies Versus Required

Required Units of Current Training

3. Provide accommodation reception services

3.2 Welcome and Welcoming and

4. Conduct Night Audit

6. Provide Concierge and Bell service

6.1 Handle guest Handling guest

Form 1.4: Training Needs

Training Needs Module Title/Module of

1.2 Record Details of reservation Recording details of

1.4 Advise others on reservation Advising others on

Date Developed:April 28, Document No:

Qualification Title: FRONT OFFICE SERVICES – NCII

Unit of Competency: RECEIVE AND PROCESS RESERVATIONS

Module Title: Receiving and Processing Reservations

Date Developed:April 28, Document No:

Date Developed:April 28, Document No:

Qualification Title : FRONT OFFICE SERVICES NC II

Date Developed:April 28, 2014 Document No:

LO 1: Receive reservation request

Date Developed:April 28, 2014 Document No:

 View PowerPoint  Oral

LO 2: Record details of reservation

Date Developed:April 28, 2014 Document No:

Date Developed:April 28, 2014 Document No:

Date Developed:April 28, 2014 Document No:

1.3.1 Financial  Lecture/  Read  Answer Self-  Compare answers CBLM

Date Developed:April 28, 2014 Document No:

LO 4: Advise others on reservation details