TRAINING

REGULATIONS

FRONT OFFICE SERVICES NC II

TOURISM SECTOR
(HOTEL AND RESTAURANT)
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila

TABLE OF CONTENTS
TOURISM SECTOR
(HOTEL AND RESTAURANT)

FRONT OFFICE SERVICES NC II

Page No.
SECTION 1

FRONT OFFICE SERVICES NC II QUALIFICATION

SECTION 2

COMPETENCY STANDARDS

SECTION 3

2-14
15-33
34-55

TRAINING STANDARDS
3.1
3.2
3.3
3.4
3.5
3.6
3.7

SECTION 4

Basic Competencies
Common Competencies
Core Competencies

Curriculum Design
Training Delivery
Trainee Entry Requirements
List of Tools, Equipment and Materials
Training Facilities
Trainers Qualifications
Institutional Assessment

NATIONAL ASSESSMENT AND CERTIFICATION

ARRANGEMENTS

56-59
60
60
61
62
62
62
63

COMPETENCY MAP

64

DEFINITION OF TERMS

65

ACKNOWLEDGEMENTS

66

TRAINING REGULATIONS FOR

FRONT OFFICE SERVICES NC II
SECTION 1 FRONT OFFICE SERVICES NC II QUALIFICATION
The FRONT OFFICE SERVICES NC II Qualification consists of competencies that
a person must possess in order to be able to conduct the process of making a reservation,
registering and checking-in and checking-out a guest in commercial accommodation
establishments.
This Qualification is packaged from the competency map of the Tourism Sector
(Hotel and Restaurant) as shown in Annex A
The Units of Competency comprising this Qualification include the following:
CODE NO.

BASIC COMPETENCIES

500311105
500311106
500311107
500311108

Participate in workplace communication

Work in team environment
Practice career professionalism
Practice occupational health and safety procedures

CODE NO.

COMMON COMPETENCIES

TRS311201
TRS311202
TRS311203
TRS311204
TRS311205

Develop and update industry knowledge

Observe workplace hygiene procedures
Perform computer operations
Perform workplace and safety practices
Provide effective customer service

CODE NO.

CORE COMPETENCIES

TRS5123105
TRS5123106
TRS5123107
TRS5123108
TRS512305
TRS5123109
TRS5123110

Receive and process reservations

Operate computerized reservations system
Provide accommodation reception services
Conduct night audit
Provide club reception services
Provide concierge and bell services
Provide cashiering services

A person who has achieved this Qualification is competent to be:

Front Office Agent

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

SECTION 2 COMPETENCY STANDARDS

This section gives the details of the contents of the basic, common and core units
of competency required in FRONT OFFICE SERVICES NC II.

BASIC COMPETENCIES
UNIT OF COMPETENCY

PARTICIPATE IN WORKPLACE COMMUNICATION

UNIT CODE

500311105

UNIT DESCRIPTOR

This unit covers the knowledge, skills and attitudes

required to gather, interpret and convey information in
response to workplace requirements.

ELEMENT

1. Obtain and convey

workplace information

2. Speak English
at a basic
operational
level

3. Participate in
workplace meetings
and discussions

4. Complete relevant
work related
documents

PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables

1.1 Specific and relevant information is accessed from

appropriate sources
1.2 Effective questioning , active listening and speaking
skills are used to gather and convey information
1.3 Appropriate medium is used to transfer information and
ideas
1.4 Appropriate non- verbal communication is used
1.5 Appropriate lines of communication with supervisors
and colleagues are identified and followed
1.6 Defined workplace procedures for the location and
storage of information are used
1.7 Personal interaction is carried out clearly and concisely
2.1 Simple conversations on familiar topics with work
colleagues is participated
2.2 Simple verbal instructions or requests are responded to
2.3 Simple requests are made
2.4 Routine procedures are described
2.5 Likes, dislikes and preferences are expressed
2.6 Different forms of expression in English is identified
3.1 Team meetings are attended on time
3.2 Own opinions are clearly expressed and those of others
are listened to without interruption
3.3 Meeting inputs are consistent with the meeting purpose
and established protocols
3.4 Workplace interactions are conducted in a courteous
manner
3.5 Questions about simple routine workplace procedures
and maters concerning working conditions of
employment are asked and responded to
3.6 Meetings outcomes are interpreted and implemented
4.1 Range of forms relating to conditions of employment
are completed accurately and legibly
4.2 Workplace data is recorded on standard workplace
forms and documents
4.3 Basic mathematical processes are used for routine
calculations
4.4 Errors in recording information on forms/ documents are
identified and properly acted upon
4.5 Reporting requirements to supervisor are completed
according to organizational guidelines

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

RANGE OF VARIABLES
VARIABLE

RANGE

1. Appropriate sources

1.1
1.2
1.3
1.4
1.5

Team members
Suppliers
Trade personnel
Local government
Industry bodies

2. Medium

2.1
2.2
2.3
2.4
2.5
2.6

Memorandum
Circular
Notice
Information discussion
Follow-up or verbal instructions
Face to face communication

3. Storage

3.1
3.2

Manual filing system

Computer-based filing system

4. Forms

4.1

Personnel forms, telephone message forms, safety

reports

5. Workplace interactions

5.1
5.2
5.3
5.4

Face to face
Telephone
Electronic and two way radio
Written including electronic, memos, instruction and
forms, non-verbal including gestures, signals, signs
and diagrams

6. Protocols

6.1
6.2
6.3

Observing meeting
Compliance with meeting decisions
Obeying meeting instructions

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Prepared written communication following standard
format of the organization
1.2 Accessed information using communication equipment
1.3 Spoken English at a basic operational level
1.4 Made use of relevant terms as an aid to transfer
information effectively
1.5 Conveyed information effectively adopting the formal
or informal communication

2. Required Knowledge

2.1
2.2
2.3
2.4
2.5
2.6

Effective communication
Different modes of communication
Written communication
Organizational policies
Communication procedures and systems
Technology relevant to the enterprise and the
individuals work responsibilities

3. Required Skills

3.1
3.2

Follow simple spoken language

Perform routine workplace duties following simple
written notices
Participate in workplace meetings and discussions
Complete work related documents
Estimate, calculate and record routine workplace
measures
Basic mathematical processes of addition, subtraction,
division and multiplication
Ability to relate to people of social range in the
workplace
Gather and provide information in response to
workplace Requirements

3.3
3.4
3.5
3.6
3.7
3.8
4. Resource Implications

4.1
4.2
4.3
4.4

Fax machine
Telephone
Writing materials
Internet

5. Methods of
Assessment

5.1
5.2

Direct Observation
Oral interview and written test

6. Context for
Assessment

6.1

Competency may be assessed individually in the

actual workplace or through accredited institution

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

UNIT OF COMPETENCY

WORK IN TEAM ENVIRONMENT

UNIT CODE

500311106

UNIT DESCRIPTOR

This unit covers the skills, knowledge and attitudes to

identify role and responsibility as a member of a team.
PERFORMANCE CRITERIA

ELEMENT

Italicized terms are elaborated in the Range of Variables

1. Describe team role and 1.1

scope
1.2

2. Identify own role and

responsibility within
team

2.1
2.2
2.3

3. Work as a team
member

3.1

3.2

3.3
3.4

4. Work effectively with

colleagues

4.1
4.2
4.3

5. Work in socially
diverse environment

5.1

5.2

The role and objective of the team is identified from

available sources of information
Team parameters, reporting relationships and
responsibilities are identified from team discussions
and appropriate external sources
Individual role and responsibilities within the team
environment are identified
Roles and responsibility of other team members are
identified and recognized
Reporting relationships within team and external to
team are identified
Effective and appropriate forms of communications
used and interactions undertaken with team members
who contribute to known team activities and objectives
Effective and appropriate contributions made to
complement team activities and objectives, based on
individual skills and competencies and workplace
context
Observed protocols in reporting using standard
operating procedures
Contribute to the development of team work plans
based on an understanding of teams role and
objectives and individual competencies of the
members.
Information is communicated clearly and in concise
manner using appropriate communication techniques
Relationships are established and maintained
effectively with colleagues
Work activities are performed within the team to ensure
achievement of team goals
Customers and colleagues from diverse backgrounds
are communicated with, in all verbal and non-verbal
forms
Cross cultural misunderstandings are dealt with, taking
account of cultural consideration

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

RANGE OF VARIABLES
VARIABLE
1. Role and objective of
team

RANGE
1.1
1.2

2. Sources of information

2.1
2.2
2.3
2.4
2.5
2.6
2.7

3. Workplace context

3.1
3.2
3.3
3.4
3.5

Work activities in a team environment with enterprise

or specific sector
Limited discretion, initiative and judgment maybe
demonstrated on the job, either individually or in a
team environment
Standard operating and/or other workplace procedures
Job procedures
Machine/equipment manufacturers specifications and
instructions
Organizational or external personnel
Client/supplier instructions
Quality standards
OHS and environmental standards
Work procedures and practices
Conditions of work environments
Legislation and industrial agreements
Standard work practice including the storage, safe
handling and disposal of chemicals
Safety, environmental, housekeeping and quality
guidelines

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Operated in a team to complete workplace activity
1.2 Worked effectively with others
1.3 Worked in socially diverse environment
1.4 Conveyed information in written or oral form
1.5 Selected and used appropriate workplace language
1.6 Followed designated work plan for the job
1.7 Reported outcomes

2. Required Knowledge
and Attitude

2.1
2.2
2.3
2.4
2.5

Communication process
Team structure
Team roles
Group planning and decision making
Specific diversity issues

3. Required Skills

3.1

Communicate appropriately, consistent with the culture

of the workplace

4. Resource Implications

The following resources MUST be provided:

4.1 Access to relevant workplace or appropriately
simulated environment where assessment can take
place
4.2 Materials relevant to the proposed activity or tasks

5. Methods of
Assessment

Competency may be assessed through:

5.1 Observation of the individual member in relation to the
work activities of the group
5.2 Observation of simulation and or role play involving the
participation of individual member to the attainment of
organizational goal
5.3 Case studies and scenarios as a basis for discussion
of issues and strategies in teamwork

6. Context for
Assessment

6.1
6.2

Competency may be assessed in workplace or in a

simulated workplace setting
Assessment shall be observed while task are being
undertaken whether individually or in group

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

UNIT OF COMPETENCY

PRACTICE CAREER PROFESSIONALISM

UNIT CODE

500311107

UNIT DESCRIPTOR

This unit covers the knowledge, skills and attitudes in

promoting career growth and advancement.
PERFORMANCE CRITERIA

ELEMENT
1.

Integrate
personal objectives
with organizational
goals

Italicized terms are elaborated in the Range of Variables

1.1
1.2

1.3

2.

Set and meet

work priorities

2.1

2.2
2.3

3.

Maintain
professional growth
and development

3.1
3.2
3.3

Personal growth and work plans are pursued towards

improving the qualifications set for the profession
Intra- and interpersonal relationships is are maintained
in the course of managing oneself based on
performance evaluation
Commitment to the organization and its goal is
demonstrated in the performance of duties
Competing demands are prioritized to achieve
personal, team and organizational goals and
objectives.
Resources are utilized efficiently and effectively to
manage work priorities and commitments
Practices along economic use and maintenance of
equipment and facilities are followed as per
established procedures
Trainings and career opportunities are identified
and availed of based on job requirements
Recognitions are sought/received and demonstrated
as proof of career advancement
Licenses and/or certifications relevant to job and
career are obtained and renewed

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

RANGE OF VARIABLES
VARIABLE

RANGE

1. Evaluation

1.1 Performance Appraisal

1.2 Psychological Profile
1.3 Aptitude Tests

2. Resources

2.1
2.2
2.3

Human
Financial
Technology
2.3.1Hardware
2.3.2Software

3. Trainings and career

opportunities

3.1

Participation in training programs

3.1.1 Technical
3.1.2 Supervisory
3.1.3 Managerial
3.1.4 Continuing Education
Serving as Resource Persons in conferences and
workshops

3.2

4. Recognitions

4.1
4.2
4.3
4.4
4.5
4.6

Recommendations
Citations
Certificate of Appreciations
Commendations
Awards
Tangible and Intangible Rewards

5. Licenses and/or
certifications

5.1
5.2
5.3
5.4

National Certificates
Certificate of Competency
Support Level Licenses
Professional Licenses

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Attained job targets within key result areas (KRAs)
1.2 Maintained intra - and interpersonal relationship in the
course of managing oneself based on performance
evaluation
1.3 Completed trainings and career opportunities which are
based on the requirements of the industries
1.4 Acquired and maintained licenses and/or certifications
according to the requirement of the qualification

2. Required Knowledge

2.1
2.2
2.3
2.4
2.5

Work values and ethics (Code of Conduct, Code of

Ethics, etc.)
Company policies
Company operations, procedures and standards
Fundamental rights at work including gender sensitivity
Personal hygiene practices

3. Required Skills

3.1
3.2
3.3

Appropriate practice of personal hygiene

Intra and Interpersonal skills
Communication skills

4. Resource Implications

The following resources MUST be provided:

4.1 Workplace or assessment location
4.2 Case studies/scenarios

5. Methods of
Assessment

Competency may be assessed through:

5.1 Portfolio Assessment
5.2 Interview
5.3 Simulation/Role-plays
5.4 Observation
5.5 Third Party Reports
5.6 Exams and Tests

6. Context for
Assessment

6.1 Competency may be assessed in the work place or in a

simulated work place setting

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

10

UNIT OF COMPETENCY

PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES

UNIT CODE

500311108

UNIT DESCRIPTOR

This unit covers the outcomes required to comply with

regulatory and organizational requirements for
occupational health and safety.
PERFORMANCE CRITERIA

ELEMENT
1.

Identify hazards and

risks

1.1
1.2

1.3

Italicized terms are elaborated in the Range of Variables

Safety regulations and workplace safety and hazard

control practices and procedures are clarified and
explained based on organization procedures
Hazards/risks in the workplace and their
corresponding indicators are identified to minimize or
eliminate risk to co-workers, workplace and
environment in accordance with organization
procedures
Contingency measures during workplace accidents,
fire and other emergencies are recognized and
established in accordance with organization
procedures

2.

Evaluate hazards
and risks

2.1 Terms of maximum tolerable limits which when

exceeded will result in harm or damage are identified
based on threshold limit values (TLV)
2.2 Effects of the hazards are determined
2.3 OHS issues and/or concerns and identified safety
hazards are reported to designated personnel in
accordance with workplace requirements and relevant
workplace OHS legislation

3.

Control hazards and

risks

3.1 Occupational Health and Safety (OHS) procedures for

controlling hazards/risks in workplace are consistently
followed
3.2 Procedures for dealing with workplace accidents, fire and
emergencies are followed in accordance with
organization OHS policies
3.3 Personal protective equipment (PPE) is correctly used
in accordance with organization OHS procedures and
practices
3.4 Appropriate assistance is provided in the event of a
workplace emergency in accordance with established
organization protocol

4.

Maintain OHS
awareness

4.1 Emergency-related drills and trainings are

participated in as per established organization
guidelines and procedures
4.2 OHS personal records are completed and updated in
accordance with workplace requirements

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

11

PERFORMANCE CRITERIA

ELEMENT
5. Perform basic first-aid
procedures

5.1
5.2
5.3

Italicized terms are elaborated in the Range of Variables

Situation is assessed in accordance with accepted

practice
Basic first-aid techniques is applied in accordance
with established first-aid procedures and
enterprise policy
Details of the incident is communicated in a timely
manner according to enterprise policy

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

12

RANGE OF VARIABLES
VARIABLE

RANGE

1.

Safety regulations

May include but are not limited to:

1.1 Clean Air Act
1.2 Building code
1.3 National Electrical and Fire Safety Codes
1.4 Waste management statutes and rules
1.5 Philippine Occupational Safety and Health Standards
1.6 DOLE regulations on safety legal requirements
1.7 ECC regulations

2.

Hazards/Risks

May include but are not limited to:

2.1 Physical hazards impact, illumination, pressure,
noise, vibration, temperature, radiation
2.2 Biological hazards- bacteria, viruses, plants, parasites,
mites, molds, fungi, insects
2.3 Chemical hazards dusts, fibers, mists, fumes,
smoke, gasses, vapors
2.4 Ergonomics
Psychological factors over exertion/ excessive
force, awkward/static positions, fatigue, direct
pressure, varying metabolic cycles
Physiological factors monotony, personal
relationship, work out cycle

3.

4.

Contingency
measures

PPE

May include but are not limited to:

3.1 Evacuation
3.2 Isolation
3.3 Decontamination
3.4 (Calling designed) emergency personnel
May include but are not limited to:
4.1 Mask
4.2 Gloves
4.3 Goggles
4.4 Hair Net/cap/bonnet
4.5 Face mask/shield
4.6 Ear muffs
4.7 Apron/Gown/coverall/jump suit
4.8 Anti-static suits

5. Emergency-related
drills and training

5.1
5.2
5.3
5.4
5.5
5.6
5.7

6.

6.1 Medical/Health records

6.2 Incident reports
6.3 Accident reports
6.4 OHS-related training completed

OHS personal
records

Fire drill
Earthquake drill
Basic life support/CPR
First aid
Spillage control
Decontamination of chemical and toxic
Disaster preparedness/management

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

13

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Explained clearly established workplace safety and
hazard control practices and procedures
1.2 Identified hazards/risks in the workplace and its
corresponding indicators in accordance with company
procedures
1.3 Recognized contingency measures during workplace
accidents, fire and other emergencies
1.4 Identified terms of maximum tolerable limits based on
threshold limit value- TLV.
1.5 Applied basic first-aid treatment
1.6 Followed Occupational Health and Safety (OHS)
procedures for controlling hazards/risks in workplace
1.7 Used Personal Protective Equipment (PPE) in
accordance with company OHS procedures and
practices
1.8 Completed and updated OHS personal records in
accordance with workplace requirements

2. Required Knowledge

2.1 OHS procedures and practices and regulations

2.2 PPE types and uses
2.3 Personal hygiene practices
2.4 Hazards/risks identification and control
2.5 Threshold Limit Value -TLV
2.6 OHS indicators
2.7 Organization safety and health protocol
2.8 Safety consciousness
2.9 Health consciousness
2.10 First Aid procedures and practices
3.1 Practice of personal hygiene
3.2 Hazards/risks identification and control skills
3.3 Interpersonal skills
3.4 Communication skills
3.5 Safe manual handling of casualty
The following resources must be provided:
4.1 Workplace or assessment location
4.2 OHS personal records
4.3 PPE
4.4 Health records

3. Required Skills

4. Resource Implications

5. Methods of
Assessment

Competency may be assessed through:

5.1 Portfolio Assessment
5.2 Interview
5.3 Case Study/Situation

6. Context for
Assessment

6.1 Competency may be assessed in the work place or in a

simulated work place setting

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

14

TESDA-SOP-QSO-01-F08

COMMON COMPETENCIES
UNIT OF COMPETENCY :

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

UNIT CODE

TRS311201

UNIT DESCRIPTOR

This unit of competency deals with the knowledge, skills

required to access, increases and update industry
knowledge. It includes seek information on the industry
and update industry knowledge
PERFORMANCE CRITERIA

ELEMENT
1. Seek information on
the industry

Italicized terms are elaborated in the Range of Variables

1.1 Sources of information on the industry are correctly

identified and accessed
1.2 Information to assist effective work performance is
obtained in line with job requirements
1.3 Specific information on sector of work is accessed and
updated
1.4 Industry information is correctly applied to day-to-day
work activities

2. Update industry
knowledge

2.1 Informal and/or formal research is used to update

general knowledge of the industry
2.2 Updated knowledge is shared with customers and
colleagues as appropriate and incorporated into dayto-day working activities

3. Develop and update

local knowledge

4. Promote products and

services to customers

3.1

Local knowledge is developed to assist queries on

local/national tourism industry

3.2

Local knowledge is updated using informal and/or

formal research

3.3

Contact with local communities is maintained

4.1

Promotional initiatives are described that may be

used to promote products and services

4.2

Selling skills are applied according to customer needs

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

15

TESDA-SOP-QSO-01-F08

RANGE OF VARIABLES
VARIABLE

RANGE

1. Information sources

May include:
1.1 media
1.2 reference books
1.3 libraries
1.4 unions
1.5 industry associations
1.6 industry journals
1.7 internet
1.8 personal observation and experience

2. Information to assist
effective work
performance

May include:

3. Informal and formal

research

May include:
3.1 Discussions with colleagues, management and
customers
3.2 Reading internal enterprise material about
products and services
3.3 Familiarity with customer comments including
complaints
3.4 Reading and researching product data and
information

2.1

different sectors of the industry and the services

available in each sector
2.2 relationship between tourism and hospitality
2.3 relationship between the industry and other
industries
2.4 industry working conditions
2.5 legislation that affects the industry
liquor
health and safety
hygiene
gaming
workers compensation
consumer protection
duty of care
building regulations
2.6 trade unions environmental issues and
requirements
2.7 industrial relations issues and major organizations
2.8 career opportunities within the industry
2.9 work ethic required to work in the industry and
industry expectations of staff
2.10 quality assurance

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

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TESDA-SOP-QSO-01-F08

VARIABLE

RANGE
3.5

4. Promotional initiatives

Conducting internal testing to determine

quality and differentials
3.6 General media research
3.7 Developing and analyzing responses to
questionnaires
3.8 Reading surveys and ratings
May include:
4.1 Media campaigns
4.2 Internal promotions, including static displays,
demonstrations, tastings, videos,
competitions, packages, events

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

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TESDA-SOP-QSO-01-F08

EVIDENCE GUIDE
1. Critical aspects of
Competency

2. Required Skills

Assessment requires evidence that the candidate:

1.1 Knew key sources of information on the industry
1.2 Updated industry knowledge
1.3 Accessed and used industry information
1.4 Developed and updated local knowledge
1.5 Promoted products and services
2.1 Time management
2.2 Ready skills needed to access industry information
2.3 Basic competency skills needed to access the internet

3. Required Knowledge

3.1 Overview of quality assurance in the industry

3.2 Role of individual staff members
3.3 Industry information sources

4. Resource Implications

The following resources should be provided:

4.1 Sources of information on the industry
4.2 Industry knowledge

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Interview/questions
5.2 Practical demonstration
5.3 Portfolio of industry information related to trainees work

6. Context of Assessment

6.1
6.2

Assessment may be done in the workplace or in a

simulated workplace setting (assessment centers)
Assessment activities are carried out through TESDA's
accredited assessment center

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

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TESDA-SOP-QSO-01-F08

UNIT OF COMPETENCY

OBSERVE WORKPLACE HYGIENE PROCEDURES

UNIT CODE

TRS311202

UNIT DESCRIPTOR

This unit of competency deals with the knowledge, skills

and attitudes in observing workplace hygiene
procedures. It includes following hygiene procedures
and identifying and preventing hygiene risks.

ELEMENT
1. Follow hygiene
procedures

PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables

1.1 Workplace hygiene procedures are implemented in line

with enterprise and legal requirements
1.2 Handling and storage of items are undertaken in line with
enterprise and legal requirements

2. Identify and prevent

hygiene risks

2.1 Potential hygiene risks are identified in line with

enterprise procedures
2.2 Action to minimize and remove risks are taken within
scope of individual responsibility of enterprise/legal
requirements
2.3 Hygiene risks beyond the control of individual staff
members are reported to the appropriate person for
follow up

TR - FRONT OFFICE SERVICES NC II (Amended)

Promulgated December 2013

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TESDA-SOP-QSO-01-F08

RANGE OF VARIABLES
VARIABLE

RANGE

1. Hygiene procedures

May include :
1.1 Safe and hygienic handling of food and beverage
1.2 Regular hand washing
1.3 Correct food storage
1.4 Appropriate and clean clothing
1.5 Avoidance of cross-contamination
1.6 Safe handling disposal of linen and laundry
1.7 Appropriate handling and disposal of garbage
1.8 Cleaning and sanitizing procedures
1.9 Personal hygiene

2. Hygiene risk

May include:
2.1 Bacterial and other contamination arising from poor
handling of food
2.2 Inappropriate storage of foods
2.3 Storage at incorrect temperatures
2.4 Foods left uncovered
2.5 Poor personal hygiene practices
2.6 Poor work practices
2.6.1 cleaning
2.6.2 housekeeping
2.6.3 food handling
2.6.4 vermin
2.6.5 airborne dust
2.7 Cross-contamination through cleaning inappropriate
cleaning practices
2.8 Inappropriate handling of potentially infectious linen
2.9 Contaminated wastes such as blood and body
secretions
2.10 Disposal of garbage and contaminated or potentially
contaminated wastes

3. Minimizing or removing
risk

May include:
3.1 Auditing staff skills and providing training
3.2 Ensuring policies and procedures are followed strictly
3.3 Audits or incidents with follow up actions

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EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Followed hygiene procedures
1.2 Identified and responded to hygiene risk
1.3 Practiced personal grooming and hygiene

2. Required Knowledge

2.1 Typical hygiene and control procedures in the hospitality

and tourism industries
2.2 Overview of legislation and regulation in relation to food
handling, personal and general hygiene
2.3 Knowledge on factors which contribute to workplace
hygiene problems
2.4 General hazards in handling of food, linen and laundry
and garbage, including major causes of contamination
and cross-infection
2.5 Sources of and reasons for food poisoning

3. Required Skills

3.1 Ability to follow correct procedures and instructions

3.2 Ability to handle operating tools/ equipment
3.3 Application to hygiene principles

4. Resource Implications

The following resources should be provided:

4.1 Hygiene procedures, actual or simulated workplace,
products used in hotel/restaurant /tourism workplace

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Written examination
5.2 Practical demonstration

6. Context of Assessment

6.1
6.2

Assessment may be done in the workplace or in a

simulated workplace setting (assessment centers)
Assessment activities are carried out through TESDA's
accredited assessment center

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UNIT OF COMPETENCY

PERFORM COMPUTER OPERATIONS

UNIT CODE

TRS311203

UNIT DESCRIPTOR

This unit covers the knowledge, skills and attitudes and

values needed to perform computer operations which
includes inputting, accessing, producing and transferring
data using the appropriate hardware and software
PERFORMANCE CRITERIA

ELEMENT
1. Plan and prepare for
task to be undertaken

1.1
1.2
1.3

2. Input data into

computer

2.1
2.2
2.3
2.4

3. Access information
using computer

3.1
3.2
3.3
3.4

4. Produce/output data
4.1
using computer system
4.2
4.3

5. Maintain computer
equipment and
systems

5.1
5.2
5.3
5.4

Italicized terms are elaborated in the Range of Variables

Requirements of task are determined

Appropriate hardware and software is selected
according to task assigned and required outcome
Task is planned to ensure OH & S guidelines and
procedures are followed
Data are entered into the computer using appropriate
program/application in accordance with company
procedures
Accuracy of information is checked and information is
saved in accordance with standard operating
procedures
Inputted data are stored in storage media according
to requirements
Work is performed within ergonomic guidelines
Correct program/application is selected based on job
requirements
Program/application containing the information
required is accessed according to company
procedures
Desktop icons are correctly selected, opened and
closed for navigation purposes
Keyboard techniques are carried out in line with OH &
S requirements for safe use of keyboards
Entered data are processed using appropriate
software commands
Data are printed out as required using computer
hardware/peripheral devices in accordance with
standard operating procedures
Files and data are transferred between compatible
systems using computer software, hardware/
peripheral devices in accordance with standard
operating procedures
Systems for cleaning, minor maintenance and
replacement of consumables are implemented
Procedures for ensuring security of data, including
regular back-ups and virus checks are implemented in
accordance with standard operating procedures
Basic file maintenance procedures are implemented in
line with the standard operating procedures
Document systems are maintained

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RANGE OF VARIABLES
VARIABLE

RANGE

1. Hardware and
peripheral devices

May include:
1.1 Personal computers
1.2 Networked systems
1.3 Communication equipment
1.4 Printers
1.5 Scanners
1.6 Keyboard
1.7 Mouse

2. Software

May
2.1
2.2
2.3
2.4

3. OH & S guidelines

May include:
3.1 OHS guidelines
3.2 Enterprise procedures

4. Storage media

May include:
4.1 diskettes
4.2 CDs
4.3 zip disks
4.4 hard disk drives, local and remote

5. Ergonomic guidelines

May include:
5.1 Types of equipment used
5.2 Appropriate furniture
5.3 Seating posture
5.4 Lifting posture
5.5 Visual display unit screen brightness

6. Desktop icons

May include:
6.1 directories/folders
6.2 files
6.3 network devices
6.4 recycle bin

7. Maintenance

May include:
7.1 Creating more space in the hard disk
7.2 Reviewing programs
7.3 Deleting unwanted files
7.4 Backing up files
7.5 Checking hard drive for errors
7.6 Using up to date anti-virus programs
7.7 Cleaning dust from internal and external surfaces

include:
Word processing packages
Data base packages
Internet
Spreadsheets

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EVIDENCE GUIDE
1. Critical aspect of
competency

Assessment must show that the candidate:

1.1 Selected and used hardware components correctly
and according to the task requirement
1.2 Identified and explain the functions of both hardware
and software used, their general features and
capabilities
1.3 Produced accurate and complete data in accordance
with the requirements
1.4 Used appropriate devices and procedures to transfer
files/data accurately
1.5 Maintained computer system

2. Required knowledge

2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9

Basic ergonomics of keyboard and computer use

Main types of computers and basic features of different
operating systems
Main parts of a computer
Storage devices and basic categories of memory
Relevant types of software
General security
Viruses
OH & S principles and responsibilities
Calculating computer capacity

3. Required skills

3.1
3.2

Reading skills required to interpret work instruction

Communication skills

4. Resource implications

The following resources should be provided:

4.1 Computer hardware with peripherals
4.2 Appropriate software

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 The assessor may select two of the following
assessment methods to objectively assess the
candidate:
5.1.1. Observation
5.1.2. Questioning
5.1.3. Practical demonstration

6. Context for
Assessment

6.1

Assessment may be conducted in the workplace or in

a simulated environment

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UNIT OF COMPETENCY

PERFORM WORKPLACE AND SAFETY PRACTICES

UNIT CODE

TRS311204

UNIT DESCRIPTOR

This unit of competency deals with the knowledge, skills

and attitudes in following health, safety and security
practices. It includes dealing with emergency situations
and maintaining safe personal presentation standards.

ELEMENT

PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables

1. Follow workplace
procedures for health,
safety and security
practices

1.1 Correct health, safety and security procedures are

followed in line with legislation, regulations and
enterprise procedures
1.2 Breaches of health, safety and security procedures are
identified and reported in line with enterprise
procedure
1.3 Suspicious behavior or unusual occurrence are reported
in line with enterprise procedure

2. Perform child
protection duties
relevant to the tourism
industry

2.1 Issue of sexual exploitation of children by tourist is

identified
2.2 National, regional and international actions are
described to prevent the sexual exploitation of children
by tourists
2.3 Actions that can be taken in the workplace are
described to protect children from sexual exploitation by
tourists
3.1 Areas and people who require observation and
monitoring is prepared
3.2 Observation and monitoring activities are implemented
3.3 Apprehension of offenders are determined
3.4 Offenders are arrested according to enterprise
procedures
3.5 Administrative responsibilities are fulfilled
4.1 Emergency and potential emergency situations are
recognized and appropriate action are taken within
individuals scope of responsibility
4.2 Emergency procedures are followed in line with
enterprise procedures
4.3 Assistance is sought from colleagues to resolve or
respond to emergency situations
4.4 Details of emergency situations are reported in line with
enterprise procedures

3. Observe and monitor

people

4. Deal with emergency

situations

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ELEMENT
5. Maintain safe personal
presentation standards
6. Maintain a safe and secure
workplace

PERFORMANCE CRITERIA
Italicized items are elaborated on the Range of
Variables
5.1 Safe personal standards are identified and
followed in line with enterprise requirements
6.1 Workplace health, safety and security
responsibilities are identified
6.2 Framework to maintain workplace health, safety
and security are maintained
6.3 Procedures for identifying and assessing health,
safety and security hazards and risks are
implemented
6.4 Injuries, illnesses and incidents are investigated
6.5 Organization's health, safety and security
effectiveness are evaluated

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RANGE OF VARIABLES
VARIABLE

RANGE

1. Health, safety and

security procedures

May include :
1.1 use of personal protective clothing and equipment
1.2 safe posture including sitting, standing, bending
1.3 manual handling including lifting, transferring
1.4 safe work techniques including knives and equipment,
handling hot surfaces, computers and electronic
equipment
1.5 safe handling of chemicals, poisons and dangerous
materials
1.6 ergonomically sound furniture and work stations
1.7 emergency fire and accident
1.8 hazard identification and control
1.9 security of documents, cash, equipment, people
1.10 key control systems

2. Breaches of procedure

May include :
2.1 loss of keys
2.2 strange or suspicious persons
2.3 broken or malfunctioning equipment
2.4 loss of property, goods or materials
2.5 damaged property or fittings
2.6 lack of suitable signage when required
2.7 lack of training on health and safety issues
2.8 unsafe work practices

3. Emergency

May include :
3.1 personal injuries
3.2 fire
3.3 electrocution
3.4 natural calamity i.e. earthquake/flood
3.5 criminal acts i.e. robbery

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EVIDENCE GUIDE
1. Critical aspects of
Competency

2. Required Knowledge

3. Required Skills

4. Resource Implications

5. Methods of
Assessment
6. Context of
Assessment

Assessment requires evidence that the candidate :

1.1 Complied with industry practices and procedures
1.2 Used interactive communication with others
1.3 Complied with workplace safety, security and hygiene
practices
1.4 Identified faults & problems and the necessary corrective
action
1.5 Demonstrated ability to perform child protection duties
relevant to tourism industry
1.6 Demonstrated ability to prepare for observation and
monitoring activities relevant to designated situations
1.7 Promoted public relation among others
1.8 Complied with quality standards
1.9 Responded to emergency situations in line with enterprise
guidelines
1.10 Complied with proper dress code
2.1 Communication
2.1.1 Interactive communication with others
2.1.2 Interpersonal skills
2.1.3 Good working attitude
2.1.4 Ability to work quietly; with cooperation; patience,
carefulness, cleanliness and aesthetic values
2.1.5 Ability to focus on task at hand
2.2 Systems, Processes and Operations
2.2.1 Workplace health, safety and security procedures
2.2.2 Emergency procedures
2.2.3 Personal presentation
2.3 Safety Practices
2.3.1 Proper disposal of garbage
2.3.2 Practice safety measures
2.3.3 5S Implementation
2.4 Child sexual exploitation
2.4.1 Identify child sexual exploitation
2.4.2 Behaviors that may be exhibited by sex tourist
2.4.3 Reporting mechanism
2.4.2 Preventive measures of exploitation
2.5 Child protection duties relevant to tourism industry
2.5.1 Rules, regulations, policies and laws
3.1 Ability to make decision
3.2 Time management
3.3 Ability to offer alternative steps
3.4 Care in handling and operating equipment
3.5 Ability to use observation and monitoring techniques
The following resources should be provided:
4.1 Procedures Manual on safety, security, health and
emergency
4.2 Availability of tools, equipment, supplies and materials
Competency in this unit may be assessed through:
5.1 Written examination
5.2 Practical demonstration
5.3 Interview
6.1 Assessment may be done in the workplace or in a
simulated workplace setting (assessment centers)
6.2 Assessment activities are carried out through TESDA's
accredited assessment center

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UNIT OF COMPETENCY

PROVIDE EFFECTIVE CUSTOMER SERVICE

UNIT CODE

TRS311205

UNIT DESCRIPTOR

This unit of competency deals with the knowledge, skills

and attitudes in providing effective customer service. It
includes greeting customer, identifying customer needs,
delivering service to customer, handling queries through
use of common business tools and technology and
handling complaints, evaluation and recommendation.

ELEMENT

PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables

1. Greet customer

1.1 Customers are greeted in line with enterprise procedure

1.2 Verbal and non-verbal communications are appropriate
to the given situation
1.3 Non verbal communication are observed when
responding to customer
1.4 Sensitivity to cultural and social differences is
demonstrated

2. Identify customer
needs

2.1 Appropriate interpersonal skills are used to ensure that

customer needs are accurately identified
2.2 Customer needs are assessed for urgency so that
priority for service delivery can be identified
2.3 Customers are provided with information
2.4 Personal limitation in addressing customer needs is
identified and where appropriate, assistance is sought
from supervisor

3. Deliver service to
customer

3.1 Customer needs are promptly attended to in line with

enterprise procedure
3.2 Appropriate rapport is maintained with customer to
enable high quality service delivery
3.3 Opportunity to enhance the quality of service and
products are taken wherever possible

4. Handle queries through 4.1 Common business tools and technology are used
use of common
efficiently to determine customer requirements
business tools and
4.2 Queries/ information are recorded in line with enterprise
technology
procedure
4.3 Queries are acted upon promptly and correctly in line
with enterprise procedure

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ELEMENT
5. Handle complaints/conflict
situations, evaluation and
recommendations

PERFORMANCE CRITERIA
Italicized items are elaborated in the Range of Variables

5.1 Guests are greeted with a smile and eye-to-eye

contact
5.2 Responsibility for resolving the complaint is
taken within limit of responsibility and according
to enterprise policy
5.3 Nature and details of complaint are established
and agreed with the customer
5.4 Threats to personal safety are identified and
managed to personal safety of customers or
colleagues and appropriate assistance is
organized
5.4 Appropriate action is taken to resolve the
complaint to the customers satisfaction wherever
possible
5.5 Conflict situations are resolved within scope of
individual responsibility by applying effective
communication skills and according to enterprise
policy

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RANGE OF VARIABLES
VARIABLE
1. Customer

2. Non-verbal
communication

3. Cultural and social

differences

RANGE
May include:
1.1 internal
1.2 external
May include:
2.1 body language
2.2 dress and accessories
2.3 gestures and mannerisms
2.4 voice tonality and volume
2.5 use of space
2.6 culturally specific communication customs and
practices
May include:
3.1 modes of greeting, farewell and conversation
3.2 body language/ use of body gestures
3.3 formality of language

4. Interpersonal skills

May include:
4.1 interactive communication
4.2 public relation
4.3 good working attitude
4.4 sincerity
4.5 pleasant disposition
4.6 effective communication skills

5. Customer and
colleagues needs

May include:
5.1 those with a disability
5.2 those with special cultural or language needs
5.3 unaccompanied children
5.4 parents with young children
5.5 pregnant women
5.6 single women
May include:
6.1 modes of greeting and farewell
6.2 addressing the person by name
6.3 time-lapse before a response
6.4 style manual requirements
6.5 standard letters and format

6. Enterprise procedure

7. Business tools and

technology

May include:
7.1
telephone
7.2
fax machine
7.3
computer equipment
7.4
internet, email

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VARIABLE
8. Complaint

9. Threats to personal
safety

RANGE
May include:
8.1
level of service
8.2
product standards
8.3
processes
8.4
information given
8.5
charges and fees
May include:
9.1
violent customers
9.2
drug and alcohol affected customers
9.3
customers fighting amongst themselves

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EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Complied with industry practices and procedures
1.2 Used interactive communication with others
1.3 Complied with occupational, health and safety practices
1.4 Promoted public relation among others
1.5 Complied with service manual standards
1.6 Demonstrated familiarity with company facilities,
products and services
1.7 Applied company rules and standards
1.8 Applied telephone ethics
1.9 Applied correct procedure in using telephone, fax
machine, internet
1.10 Handled customer complaints within limit of individual
responsibility

2. Required Knowledge

2.1 Communication
2.1.1 Interactive communication with others
2.1.2 Interpersonal skills/ social graces with
sincerity
2.2 Safety Practices
2.2.1 Safe work practices
2.2.2 Personal hygiene
2.3 Attitude
2.3.1 Attentive, patient and cordial
2.3.2 Eye-to-eye contact
2.3.3 Maintain teamwork and cooperation
2.4 Theory
2.4.1 Selling/upselling techniques
2.4.2 Interview techniques
2.4.3 Conflict resolution
2.4.4 Communication process
2.4.5 Communication barriers

3. Required Skills

3.1
3.2
3.3
3.4
3.5
3.6
3.7

4. Resource Implications

The following resources should be provided:

4.1 Availability of telephone, fax machine, internet, etc.
4.2 Availability of data on projects and services; tariff and
rates, promotional activities in place etc.
4.3 Availability of office supplies

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Written examination
5.2 Practical demonstration

6. Context of Assessment

6.1
6.2

Effective communication skills

Non-verbal communication - body language
Good time management
Ability to work calmly and unobtrusively effectively
Ability to handle telephone inquiries and conversations
Correct procedure in handling telephone inquiries
Proper way of handling complaints

Assessment may be done in the workplace or in a

simulated workplace setting (assessment centers)
Assessment activities are carried out through TESDA's
accredited assessment center

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CORE COMPETENCIES
UNIT OF COMPETENCY

RECEIVE AND PROCESS RESERVATIONS

UNIT CODE

TRS5123105

UNIT 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.

ELEMENT

PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables

1. Receive reservation
request

1.1 Customer making a reservation is acknowledged

using property standards
1.2 Availability of room requested is determined
1.3 Alternatives, including waitlist options, are offered if
requested booking is not available
1.4 Inquiries regarding rates and other product features are
accurately answered

2. Record details of
reservation

2.1 Complete customer details are accurately recorded in

the system
2.2 Guest profile or history if available, is checked and used
to in making the reservation
2.3 Special requests are clearly recorded in accordance
with established requirements
2.4 Reservation details of customer bookings are
completed, explained and confirmed to the customer
2.5 Reservations are filed according to property standards
2.6 Documents and other materials are prepared and
issued to the customer in accordance with the
requirements of the specific reservation

3. Update reservations

3.1 Payments and deposits of the reservation is accurately

recorded or updated in accordance with property
standards
3.2 Amendments or cancellations of reservations are
received, processed and recorded in accordance with
customer request and property standards.

4. Advise others on
reservation details

4.1 General and specific customer requirements and

reservation details are communicated to appropriate
departments and colleagues
4.2 Follow up on customer request and ensure that all
specific requirements in his reservation details are
addressed prior to guest arrival.

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RANGE OF VARIABLES
VARIABLES
1. Reservation

RANGE
May include:
1.1 Reservations may be received and processed by a
range of tourism sectors such as:
Tour operators
Travel agencies
Transportation
Accommodation
Food and beverage
Events
Tourism attractions
1.2 Reservation systems may be:
Manual
Computerized
1.3 Reservations may be made by:
Telephone
Facsimile
Snail Mail/ Postal
E-mail
Face-to-face
Global Distribution System
Internet
1.4 Reservations may be for:
Individuals
Groups
Corporate
Government Agencies
VIPs
Conference delegates
1.5 Completed reservation includes:

Documents issued which may include:

o Credit notes
o Invoices
o Confirmation letter
o Confirmation number
o Receipts
o Vouchers
Deposits attained from customers
Form of settlement

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VARIABLE
2. Customers details

RANGE
May include:
2.1 Customer maybe:
Individuals
Groups
Corporate
Government Agencies
VIPs
Conference delegates
2.2 Customer records may be:
Computer files (Soft and hard copies)
Manual files
2.3 Customer profiles, if available, may include:
2.3.1 Full name and title/company name
2.3.2 Address
2.3.3 Phone, fax, email and other contact details
2.3.4 Special requirements/request
Timing details
Special needs
Payment arrangements
Details of other services to be used
Form of Settlement

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EVIDENCE GUIDE
1. Critical aspects of
Competency

2. Required Knowledge

3. Required Skills

4. Resource Implications

5. Methods of
Assessment

6. Context of
Assessment

Assessment requires evidence that the candidate:

1.1 Demonstrated skills in receiving and processing
reservations for multiple product booking according to
property standards
1.2 Demonstrated ability to offer alternatives according to
guest needs
1.3 Demonstrated ability to decline or cancel reservation.
1.4 Demonstrated ability to record, confirm and file
customer details including special requests or
requirements in accordance with established systems
and procedures
1.5 Demonstrated ability to advise other departments of
the establishment on relevant reservation details
2.1 Product knowledge as appropriates to the specific
industry sector.
2.2 Reservations and bookings terminology
2.3 Relationships between different sectors of the tourism
industry in relation to reservations and bookings
including sources of reservations
2.4 Principles which underpin reservation procedures
3.1 Communication Skills
3.2 Telephone skills
3.3 Negotiation skills
3.4 Skills in receiving and processing reservations for
multiple product bookings and in response to differing
customer needs
3.5 Skills in reservation documentation
3.6 Processing reservation requests, and issuing of
documentation within timeframes and constraints that
reflect typical industry practice
The following resources should be provided:
4.1 A fully equipped industry-realistic office environment
using appropriate telephones, computers, printers and
reservation systems
Competency in this unit may be assessed through:
5.1 Direct observation of the candidate using reservations
systems, including the ability to process different types
of reservations confirm bookings, and update or
reservations.
5.2 Oral questioning or interview to test knowledge of the
principles which underpin reservations procedures and
the relationships among the different operating
departments of the establishment.
5.3 Third-party workplace reports of on-the-job
performance by the candidate, which may include
destinations, products, quotations, ticketing,
reservations documentation, booking data, and special
guest requirements.
5.4 Demonstration/role play on handling guest inquiries
and special requests, confirming reservations, and
offering alternatives when requested booking is not
available
6.1 Assessment may be performed in the workplace or
simulated workplace situation

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UNIT OF COMPETENCY

OPERATE COMPUTERIZED RESERVATIONS

SYSTEM

UNIT CODE

TRS5123106

UNIT DESCRIPTOR

This unit of competency deals with the skills and

knowledge required in using a computerized
reservations system to create bookings for a range of
tourism or hospitality services.
PERFORMANCE CRITERIA

ELEMENT

Italicized terms are elaborated in the Range of Variables

1. Computerize
reservation system is
operated based on
property standards.

1.1

2. Create and process

reservations

2.1 Availability of the required booking is checked in

accordance with the system functions and
requirements
2.2 New reservations are encoded using the format required
by the computer system
2.3 Bookings are retrieved as required, using the format
required by the computer system
2.4 Updates and amendments to reservations are made
and stored in the system
2.5 Any required reservation details are downloaded and
printed

3. Send and receive

reservation
communications

3.1

1.2

3.2

Reservation system is accessed and accurately

interpreted
All system features are used to access a range of
information

Internal communications are created using the

required features of the system
Communications from industry colleagues are
accessed and correctly interpreted at the appropriate
time

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RANGE OF VARIABLES
VARIABLE

RANGE

1. Information

May include:
1.1 Costs of any tourism service
1.2 Airfares
1.3 Airport taxes
1.4 Availability of products or services
1.5 Size of vehicles
1.6 Touring inclusions
1.7 Product information
1.8 Product rules
1.9 Payment requirements
1.10 Health requirements
1.11 Customs and immigration requirements
1.12 General industry information

2. Updates and
amendments to
reservations

May include:
2.1 Adding additional customers
2.2 Splitting an existing reservation
2.3 Canceling the booking
2.4 Changing the itinerary by adding or deleting products or
services
2.5 Changing customer names
2.6 Changing arrival/departure dates
2.7 Cross referencing multiple bookings
2.8 Entering invoicing details
2.9 Entering payment details
2.10 Entering ticketing or voucher details

3. Industry colleagues

May include:
3.1 Any product or service provider with whom the
reservation is being made e.g. airline, rental car
company, travel agent, tour operator
3.2 Other establishment departments which need access
to reservations information

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EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Demonstrated ability in operating a computerized
reservations system to process multiple product
booking.
1.2 Demonstrated ability to accurately make, process and
update reservations for a range of tourism products and
services
1.3 Demonstrated ability to send and receive reservations
communication to relevant industry colleagues
1.4 Demonstrated completion of reservation activities within
timeframes and constraints that reflect typical industry
practice

2. Required Knowledge

2.1 Role of Computerized Reservations System (CRS)

within the tourism industry
2.2 Range of products and services offered by CRS
2.3 Procedures and codes required to enter and exit a
system
2.4 Mandatory fields
2.5 Requirements for specific formatted entries

3. Required Skills

3.1 Basic keyboarding skills

3.2 Encoding and decoding common CRS entries
3.3 Procedures for confirming, storing and retrieving
reservations
3.4 Procedures for amending and canceling reservations
3.5 Procedures for sending and receiving messages
3.6 Operating a computerized reservations system to
process multiple product bookings
The following resources should be provided:
4.1 Fully equipped industry-realistic office environment using
appropriate computers, printers, and reservations
system
4.2 Completion of reservation activities within timeframes
and constraints that reflect typical industry practice

4. Resource Implications

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Evaluation of integrated activities completed by the
candidate.
5.2 Direct observation of the candidate using the various
features of a computerized reservations system.
5.3 Evaluation of booking data generated by the candidate
in response to different customer situations
5.4 Written and oral questioning or interview to test
knowledge of the role of computerized reservations
systems within the industry
5.5 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate.
5.6 Third party reports completed by supervisor
5.7 Project and assignment work

6. Context of Assessment

6.1 Assessment may be performed in the workplace or

simulated workplace situation

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UNIT OF COMPETENCY

PROVIDE ACCOMMODATION RECEPTION

SERVICES

UNIT CODE

TRS5123107

UNIT DESCRIPTOR

This unit deals with the skills and knowledge required to

provide arrival, in-stay and departure services to guests
in commercial and accommodation establishments
PERFORMANCE CRITERIA

ELEMENT
1. Prepare reception area
for guest arrival

1.1
1.2
1.3
1.4
1.5
1.6

Italicized terms are elaborated in the Range of Variables

Reception area is prepared for service and all

necessary equipment are checked prior to use
Daily arrival details are checked and reviewed prior to
guests arrival
Rooms are allocated in accordance with guest
requirements and establishment policy
Uncertain arrivals or reservations are followed up in
accordance with establishment procedures
Accurate arrival lists are compiled and distributed to
relevant personnel/ departments
Colleagues and other departments are informed of
special situations or requests in a timely manner

2. Welcome and register

guests

2.1 Guests are welcomed warmly and courteously

2.2 Reservation details are confirmed with guests
2.3 Guests with or without reservations are registered
according to establishment systems and
procedures.
2.4 Correct accounting procedures are followed in
accordance with property standards
2.5 Room key/electronic cards, guest mail and
messages are issued to guests

3. Computerize
reservation system is
operated

3.1

4. Perform During Stay

functions

4.1

5. Organize guest
departure

5.1
5.2

Departure lists are reviewed and checked for accuracy

Guest requests for assistance with departure are
acted upon courteously or referred to the appropriate
department for follow-up

6. Prepare front office

records and reports

6.1

Front office records are prepared and updated within

designated timelines
Room changes, no shows, extensions and early/late
departures are correctly followed.
Reports and records are distributed to the appropriate
departments within designated timelines

3.2

4.2

6.2
6.3

Reservation system is accessed and accurately

interpreted based on property standards
All system features are used to access a range of
information
All guest requests during in-stay are addressed
according to property standards.
All inquiries are responded promptly to guest
satisfaction.

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RANGE OF VARIABLES
VARIABLE

RANGE

1. Arrival details

May include:
1.1 Individuals
1.2 Groups

2. Reservation details

May include:
2.1 Name/company
2.2 Contact details
2.3 Arrival and departure times
2.4 Length of stay
2.5 Type of accommodation required/bed configuration
2.6 Payment details
2.7 Special requests
2.8 Rates/discounts

3. Accounting procedures
during arrival and
departure

May include:
3.1 Credit card payments
3.2 Pre-payments (full payment)
3.3 Deposits (partial payment)
3.4 Vouchers and discount rates
3.5 Group rates
3.6 Refunds
3.7 Checking of final guest accounts
3.8 Payments for additional services such as phone calls,
meals, mini-bar
3.9 Issuing of receipts
3.10 Send-bill arrangements

4. In Stay or During Stay

Request

May include:
4.1 Room Change Request
4.2 Extension of stay
4.2 Upgrades
4.3 Special request
4.4 Guest charges
4.5 Financial transactions
4.6 Guest queries

5. Assistance with
departure

May include:
5.1 Organizing transport
5.2 Making forward bookings
5.3 Luggage assistance

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EVIDENCE GUIDE
1. Critical aspects of
Competency

2. Required Knowledge

3. Required Skills

4. Resource Implications
5. Methods of
Assessment

6. Context for Assessment

Assessment requires evidence that the candidate:

1.1 Demonstrated skills in processing arrivals and
departures for different types of guests within
enterprise acceptable time frames
1.2 Demonstrated ability to check arrival details, allocate
rooms and inform concerned departments on special
arrangements in accordance with established
standards
1.3 Demonstrated skills within an environment that
includes industry-current front office equipment and
technology in accordance with enterprise requirements
1.4 Demonstrated interpersonal communication with
others in accordance with established standards
1.5 Demonstrated ability to complete guest registration,
departure and reporting documentation accurately in
accordance with established standards
2.1 Types of reports handled or generated by the front
desk including:
arrival and departure lists
occupancy rates
guest feedback summaries; and
accounting reports
2.2 Front desk security systems
2.3 Range of needs and expectations of different types of
guests
2.4 Relationship between the front desk, typical
documentation received and issued in a reception
desk context and other areas of operation including
Housekeeping, Food and Beverage service and
Maintenance
2.5 Relationship between accommodation establishments
and other sectors of the tourism industry
3.1 Check-in and check-out procedures for groups and
individuals
3.2 Skills in processing arrivals and departures for different
types of customers using different variations of
services
3.3 Interpersonal communication aspects of the unit
The following resources should be provided:
4.1 Industry-current front office equipment and technology
4.2 Typical workplace time constraints
Competency in this unit may be assessed through:
5.1 Direct observation of the candidate in checking-in and
checking-out providing arrivals and departures for
different types of guests using different variations of
services
5.2 Role-play to assess ability to deal with customer
queries, requests or complaints.
5.3 Case studies to complete arrival or departure
processes and documentation for different customer
scenarios.
5.4 Review of front office records, reports and computer
data completed by the candidate.
5.5 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate.
6.1 Assessment may be done in the workplace or
simulated workplace setting

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TESDA-SOP-QSO-01-F08

UNIT OF COMPETENCY

CONDUCT NIGHT AUDIT

UNIT CODE

TRS5123108

UNIT DESCRIPTOR

This unit deals with the skills and knowledge required

to check and reconcile daily financial transactions and
records, and produce reports relating to establishment
operations and revenue.
PERFORMANCE CRITERIA

ELEMENT
1. Process internal
financial transactions

Italicized terms are elaborated in the Range of Variables

1.1
1.2
1.3
1.4

2. Complete routine
records and reports

Transactions are double checked to ensure that they

have posted in the propertys computerized system.
Financial and system discrepancies is identified and
reconciled according to property standards.
Room rates and room status are verified and
reconciled to guest of the property.
Internal financial system and control is suggested for
improvements in the propertys operation.

2.1 Routine records and reports are accurately completed

within designated timelines
2.2 Reports are promptly forwarded to the appropriate
person/department

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RANGE OF VARIABLES
VARIABLE

RANGE

1. Transactions

May include:
1.1 Food and beverage
1.2 Mini-bar
1.3 Laundry and other services
1.4 Inter-departmental vouchers

2. Financial
Discrepancies

May include:
2.1 Incorrect posting
2.2 Errors in guest folios
2.3 Computer errors
2.4 System glitches
2.5 Interface errors between systems
2.6 Errors in source documentation

3. Records and reports

May include:
3.1 Room rates
3.2 Occupancy
3.3 Arrivals and departures
3.4 Sales performance
3.5 Breakdown by department
3.6 Commission earnings
3.7 Supplier activity
3.8 Sales returns
3.9 Commercial account activity
3.10 Foreign currency activities

4. Financial systems

May include:
4.1 Petty cash
4.2 Floats
4.3 Debtor control
4.4 Cashiering
4.5 Banking procedures

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TESDA-SOP-QSO-01-F08

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Demonstrated ability to check and balance a range of
transactions following the standards procedures
1.2 Demonstrated ability to identify and rectify
discrepancies in accordance with established
standards
1.3 Articulated the night audit process impacts on overall
financial management in accordance with established
standards
1.4 Demonstrated skills on the use of current front office
technology and equipment in accordance with
enterprise requirements

2. Required Knowledge

2.1
2.2

3. Required Skills

3.1
3.2
3.3

Financial reporting cycles and procedures in a front

office context
Importance of financial checking and reporting
processes in the overall financial management of an
establishment
Typical financial control processes and procedures as
they apply to front office operations
Identification and rectification of typical variances and
discrepancies
Auditing of transactions from several operating periods

4. Resource Implications

The following resources should be provided:

4.1 Current front office technology and equipment
4.2 A range of transaction documentation typical of a
commercial accommodation establishment

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Copies of records checked by the candidate
5.2 Review of reports and documentation produced by the
candidate
5.3 Oral or written questions to assess knowledge of
processes and procedures
5.4 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate
5.5 Problem solving
5.6 Role plays
5.7 Simulation

6. Context for
Assessment

6.1

Assessment may be done in the workplace or

simulated workplace environment

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TESDA-SOP-QSO-01-F08

UNIT OF COMPETENCY

PROVIDE CLUB RECEPTION SERVICES

UNIT CODE

TRS512305

UNIT DESCRIPTOR

This unit deals with the skills and knowledge required to

offer reception services within a licensed club
environment.
PERFORMANCE CRITERIA

ELEMENT
1. Provide information on
club services and
process memberships

Italicized terms are elaborated in the Range of Variables

1.1

1.2
1.3
1.4
2. Monitor entry to club

Accurate advice and information on club services

and facilities is provided to customers and club
members as required according to established
standards
Club membership and club rules are explained to
the public and members following the standard
procedures
Membership application forms are clearly explained
and completely filled up in accordance with the
enterprise requirements
Membership records are checked and maintained
according to standard procedures

2.1 Membership badges/cards are checked upon entry to

the club in accordance with established standards
2.2 Guests are assisted to sign in accordance with
government and enterprise requirements
2.3 Members and guests are checked to comply with dress
and age regulations in accordance with established
policy and procedures
2.4 Disputes over entry to club are referred to security,
supervisor or other relevant person according to
enterprise policy

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RANGE OF VARIABLES
VARIABLE

RANGE

1. Club services and

facilities

May include:
1.1 Restaurants and cafes
1.2 Gaming facilities
1.3 Shows and attractions
1.4 Prize nights and special events
1.5 Games and sporting facilities
1.6 Gymnasiums and health facilities
1.7 Member clubs and associations
1.8 Computer rooms and internet facilities
1.9 Community courses and training programs
1.10 Member benefits

2. Club membership and

club rules

May include:
2.1 Club particular requirements and legislative
requirements of the locality
May include:
3.1 Set down by particular clubs and according to
legislation of the locality

3. Dress and age

regulations

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TESDA-SOP-QSO-01-F08

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Demonstrated ability to respond to inquiries on and
explain the clubs facilities and services in accordance
with established standards
1.2 Demonstrated ability to monitor entry to club according
to established standards

2. Required Knowledge

2.1 Knowledge of club and licensing laws in relation to entry

requirements for customers and dress regulations
2.2 Knowledge of particular club membership rules,
conditions, benefits and entitlements

3. Required Skills

3.1 Customer service skills for dealing tactfully and politely

with customers

4. Resource Implications

The following resources should be provided:

4.1 Project or work activities that enable the candidate to
apply club knowledge to specific operational situations
4.2 Current club guidelines, policies and procedures

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Direct observation of the candidate interacting with
customers
5.2 Role-play to assess ability to provide appropriate
customer service
5.3 Oral and written questions on club facilities, rules and
legislative requirements
5.4 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate
5.5 Project or work activities that enable the candidate to
apply club knowledge to specific operational situations

6. Context of Assessment

6.1

Assessment may be done in the workplace or

simulated workplace setting

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TESDA-SOP-QSO-01-F08

UNIT OF COMPETENCY

PROVIDE CONCIERGE AND BELL SERVICES

UNIT CODE

TRS5123109

UNIT DESCRIPTOR

This unit of competency deals with the knowledge,

skills and attitudes in providing bell and concierge
services required for handling guest arrival and
departures, handling guest luggage and responding to
requests for bell desk services.
PERFORMANCE CRITERIA

ELEMENT

Italicized terms are elaborated in the Range of Variables

1. Handle guest arrivals

and departures

1.1 Expected daily arrivals and departures and requests for

major guest movements are reviewed and planned in
accordance with established standards
1.2 Guests are welcomed promptly on arrival and directed to
the appropriate area for registration
1.3 Guests with luggage are assisted in accordance with
established procedures and safety requirements
1.4 Guests are escorted to rooms and where appropriate
courteously showed/explained the
establishment/room features in accordance with
established procedures

2. Handle guest luggage

2.1 Guest luggage is safely transported and delivered to

the correct location within appropriate timeframes
2.2 Luggage storage system is operated correctly and in
accordance with established procedures and security
requirements
2.3 Luggage is marked and accurately stored to allow for
easy retrieval following the established procedures
2.4 Luggage is placed correctly within the storage system

3. Respond to request for

concierge services

3.1 Concierge is provided promptly and in accordance

with establishments security and safety requirements
3.2 Colleagues and other departments are liaised to
ensure effective response to concierge service
requests.

4. Manage intoxicated
persons

4.1
4.2
4.3
4.4

Levels of intoxication of customers are determined

Difficult situations are referred to an appropriate
person
Appropriate procedures are applied to the situation and
in accordance with enterprise policy
Legislative requirements are applied

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TESDA-SOP-QSO-01-F08

RANGE OF VARIABLES
VARIABLE
1. Established procedures
and safety
requirements for
luggage

RANGE
May include:
1.1 Luggage marking and tagging systems
1.2 Carrying capacities of luggage trolleys
1.3 Designated routes for moving luggage through public
areas
1.4 Restrictions on areas into which luggage can be taken
1.5 Order in which luggage is to be moved
1.6 Safety standards for lifting heavy items.
1.7 Safe manual handling of luggage which includes
loading and unloading luggage from vehicles and
handling fragile items.
1.8 Procedures for taking luggage from rooms
1.9 Placement of luggage within rooms
1.10 Group luggage procedures
1.11 Handling protocols for dealing with group arrivals and
departments.

2. Establishment/room
features guests should
be advised

May include:
2.1 Dining options within the establishment
2.2 Sporting facilities
2.3 Business Center
2.4 Floor facilities
2.5 Operating procedures for room equipment such as
phone, internet or TV
2.6 General services such as laundry, valet
2.7 Meal arrangements

3. Concierge services

May include :
3.1 Mail
3.2 Messages
3.3 Organization of transport
3.4 Luggage pick up
3.5 Paging of guests
3.6 Preparation of guest information directories, normally
done at the reception area

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TESDA-SOP-QSO-01-F08

EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Handled luggage services for guest arrivals and
departures according to established standard
procedures
1.2 Collected and transported guest luggage in
accordance with established procedures and security
requirements
1.3 Provided bell desk services in accordance with
establishments security and safety requirements
1.4 Showed and explained room features upon guests
arrival following the standard procedures
1.5 Demonstrated skills in interpersonal communication
with others in accordance with established standards

2. Required Knowledge

2.1
2.2
2.3
2.4
2.5

Communication skills
Occupational health and safety procedures for luggage
Knowledge of a range of typical bell desk services
Procedures and systems for the movement of
luggage
Features of luggage storage systems

3. Required Skills

3.1

Ability to provide courteous and friendly service to

guests
3.2 Ability to safely handle luggage and use luggage
storage systems

4. Resource Implications

The following resources should be provided:

4.1 Current equipment and technology for moving baggage
4.2 Multiple pieces of luggage
4.3 Birdcage

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Direct observation of the candidate carrying and
loading multiple pieces of luggage safely or answering
customer requests
5.2 Oral or written questions to assess knowledge of
typical bell desk procedures and systems
5.3 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate
5.4 Project or work activities that allow the candidate to
demonstrate safe working practices in the movement
of baggage and to respond to a range of typical
customer requirements

6. Context for
Assessment

6.1

Assessment may be done in the workplace or

simulated workplace setting

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TESDA-SOP-QSO-01-F08

UNIT OF COMPETENCY

PROVIDE CASHIERING SERVICES

UNIT CODE

TRS5123110

UNIT DESCRIPTOR

This unit deals with the skills and knowledge required

to provide cashiering service of a Front Office
personnel.
PERFORMANCE CRITERIA

ELEMENT
1. Prepare guest folio

Italicized terms are elaborated in the Range of Variables

1.1
1.2
1.3

2. Collect cash, cash

equivalents or noncash transactions

2.1
2.2
2.3
2.4
2.5

3. Process receipts and

payments

3.1
3.2
3.3
3.4

4. Reconcile financial
transactions at the end
of the shift.

4.1
4.2
4.3
4.4
4.5
4.6

Check with other departments of any unposted or late

charges. All unposted or late charges are posted in the
propertys computerized system.
Guest folio is printed out and readied to be presented
to guest.
Guest folio is presented to guest for review and
approval.
Cash is accepted and counted in front of the customer.
Credit cards or Debit cards is processed according to
enterprise standards.
Payment through accepted foreign currency is
processed according to property standards.
Travelers check is processed according to property
standards.
Other billing settlement is processed using property
standards.
Cash, cash equivalents or non cash transactions
received from guest is accurately processed according
to property standards.
Receipts are correctly issued and presented to guest.
Transactions are recorded to guest account in the
computerized system. Checked out guest is processed
based on property standards.
Transactions are expediently performed to the
satisfaction of guest and according to property
standards.
Balancing of cash float are performed in accordance
with property standards
Cash, cash equivalents and non-cash documents are
segregated and accurately counted.
Balance of between computerized system and sum of
cash and non-cash transactions is accurately
determined, tallied and balanced.
Transactions are recorded and processed according to
property standards.
Cashiers account is properly closed based on
property standards.
Source documents are properly filed and stored.

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RANGE OF VARIABLES
VARIABLE
1. Transactions

2. Non-cash documents

RANGE
May include:
1.1 Credit card
1.2 Checks
1.3 Cash payout
1.4 Posting charges
1.5 Account settlement
1.6 Auditing accounts
1.7 Accounts receivable
1.8 Accounts payable
1.9 Debit cards
1.10 Deposits
1.11 Advance payments
1.12 Vouchers
1.13 Company Charges
1.14 Refunds
1.15 Traveler check
1.16 Foreign Currency
1.17 Other financial Transactions
May include:
2.1 Vouchers
2.2 Posting charges
2.3 Other financial transactions

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EVIDENCE GUIDE
1. Critical aspects of
Competency

Assessment requires evidence that the candidate:

1.1 Demonstrated knowledge on enterprise policies on
guest and account management.
1.2 Demonstrated skills in interpersonal communication
with others in accordance with established standards
1.3 Demonstrated skills in numerical and financial
management skills.

2. Required Knowledge

2.1
2.2
2.3

3. Required Skills

3.1
3.2

Communication
2.1.1 Interpersonal skills
2.1.2 Communication
Knowledge of revenue recognition.
Understanding a computerized cashiering system.
Ability to provide courteous and friendly service to
guests
Ability to perform financial transactions and recording
the transaction in guest account.

4. Resource Implications

The following resources should be provided:

4.1 Current equipment and technology for cashiering
4.2 Sample receipts and forms.

5. Methods of
Assessment

Competency in this unit may be assessed through:

5.1 Direct observation of the candidate
5.2 Oral or written questions to assess knowledge
cashiering functions.
5.3 Review of portfolios of evidence and third party
workplace reports of on-the-job performance by the
candidate
5.4 Project or work activities that allow the candidate to
demonstrate financial transactions in guest account.

6. Context of Assessment

6.1

Assessment may be done in the workplace or

simulated workplace setting

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SECTION 3 TRAINING STANDARDS

These guidelines are set to provide the Technical and Vocational Education and
Training (TVET) providers with information and other important requirements to consider
when designing training programs for Front Office Services NC II.
They include information on curriculum design, training delivery, trainee entry
requirements, tools and equipment, training facilities, and trainers qualifications, among
others.
3.1 CURRICULUM DESIGN
Course Title: FRONT OFFICE SERVICES
Nominal Training Duration:

NC Level: NC II

18 Hours (Basic)
24 Hours (Common)
400 Hours (Core)

Course Description:
This course is designed to enhance the knowledge, skills and attitude of Front
Office personnel in accordance with industry standards. It covers the basic, common and
core competencies on receiving and processing reservations, operating a computerized
reservation system, providing reception and accommodation services, conducting night
audit, providing club reception services and providing porter services.

BASIC COMPETENCIES
Unit of
Competency
1. Participate in
workplace
communication

Learning Outcomes
1.1 Obtain and convey
workplace information
1.2 Speak English at a basic
operational level
1.3 Complete relevant work
related documents
1.4 Participate in workplace
meeting and discussion

Assessment
Approach
Group
Demonstration
discussion
Observation
Interaction
Interviews/
Practice session
Questioning
Methodology

2. Work in a team
environment

2.1 Describe and identify team

role and responsibility in a
team
2.2 Describe work as a team
member
2.3 Work effectively with
colleagues
2.4 Work in socially diverse
environment

Discussion
Interaction
Simulation
Games

Demonstration
Observation
Interviews/
Questioning

3. Practice career
professionalism

3.1 Integrate personal

objectives with
organizational goals
3.2 Set and meet work
priorities
3.3 Maintain professional
growth and development

Discussion
Interaction
Role Play

Demonstration
Observation
Interviews/
Questioning

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Unit of
Competency
4. Practice
occupational
health and
safety

Learning Outcomes
4.1 Evaluate hazard and risks
4.2 Control hazards and risks
4.3 Maintain occupational
health and safety
awareness
4.4 Perform basic first-aid
procedures

Methodology
LectureDiscussion
Plant tour
Symposium

Assessment
Approach
Observation
Interview

COMMON COMPETENCIES
Unit of
Competency

1. Develop and
update
industry
knowledge

2. Observe
workplace
hygiene
procedures
3. Perform
computer
operations

4. Perform
workplace and
safety
practices

Learning Outcomes

Methodology

1.1 Seek information on the

industry
1.2 Update continuously
relevant industry
knowledge
1.3 Develop and update local
knowledge
1.4 Promote products and
services to customers
2.1 Follow hygiene
procedures
2.2 Identify and prevent
hygiene risk

Lecture
Group
Discussion
Individual/Group
Assignment

3.1 Plan and prepare task to

be undertaken
3.2 Input data into a
computer
3.3 Assess information using
computer
3.4 Produce/ output data
using computer system
3.5 Maintain computer
system
4.1 Practice workplace
procedures for health,
safety and security
practices
4.2 Perform child protection
duties relevant to the
tourism industry
4.3 Observe and monitor
people
4.4 Deal with emergency
situations
4.5 Maintain safe personal
presentation standards
4.6 Maintain a safe and
secure workplace

Lecture
Group
Discussion
Tutorial or selfpace
Demonstration

TR - FRONT OFFICE SERVICES NC II (Amended)

Field visit
Video
presentation
Lecture
Demonstration
Role-play
Case study

Assessment
Approach

Interviews/
Questioning
Individual/Group
Project or
Report

Demonstration
Written
Examination
Interviews/
Questioning
Interviews/
Questioning
Practical
Demonstration
Observation

Practice session
Lecture
Demonstration
Role-play
Simulation

Demonstration
Interviews/
Questioning
Written
Examination

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Unit of
Competency

5. Provide
effective
customer
service

Learning Outcomes

5.1 Greet customers

5.2 Identify customer
5.3 Deliver service to
customer
5.6 Handle queries through
use of common business
tools and technology
5.5 Handle complaints/
conflict situations,
evaluation and
recommendations

Methodology

Lecture
Demonstration
Role-play
Simulation

Assessment
Approach

Demonstration
Interviews/
Questioning
Observation

CORE COMPETENCIES
Unit of
Competency

Learning Outcomes

Methodology

Assessment
Approach

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

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

2. Operate a
computerized
reservations
system

2.1 Computerize reservation

system is operated based
on property standards.
2.2 Create and process
reservations
2.3 Send and receive
reservation
communications

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

3. Provide
accommodation
reception
services

3.1 Prepare reception area for

guest arrival
3.2 Welcome and register
guests
3.3 Computerize reservation
system is operated
3.4 Perform During Stay
functions
3.5 Organize guest departure
3.6 Prepare front office records
and reports

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

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Unit of
Competency

Learning Outcomes

Methodology

Assessment
Approach

4. Conduct night
audit

4.1 Process internal financial

transactions
4.2 Complete routine records
and reports

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

5. Provide club
reception
services

5.1 Provide information on club

services and process
memberships
5.2 Monitor entry to club

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

6. Provide
concierge and
bell services

6.1 Handle guest arrivals and

departures
6.2 Handle guest luggage
6.3 Respond to request for
concierge services
6.4 Manage intoxicated
persons

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

7. Provide
cashiering
services

7.1 Prepare guest folio

7.2 Collect cash, cash
equivalents or non-cash
transactions
7.3 Process receipts and
payments
7.4 Reconcile financial
transactions at the end of
the shift.

Lecture
Discussion
Supervised
Industry
Training (SIT)

Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play

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3.2 TRAINING DELIVERY

The delivery of training should adhere to the design of the curriculum. Delivery
should be guided by the 10 basic principles of competency-based TVET.
The training is based on curriculum developed from the competency
standards;
Learning is modular in its structure;
Training delivery is individualized and self-paced;
Training is based on work that must be performed;
Training materials are directly related to the competency standards and the
curriculum modules;
Assessment is based in the collection of evidence of the performance of
work to the industry required standard;
Training is based both on and off-the-job components;
Allows for recognition of prior learning (RPL) or current competencies;
Training allows for multiple entry and exit; and
Approved training programs are Nationally Accredited
The competency-based TVET system recognizes various types of delivery modes,
both on and off-the-job as long as the learning is driven by the competency standards
specified by the industry. The following training modalities may be adopted when
designing training programs:

3.3

The dualized mode of training delivery is preferred and recommended.

Thus programs would contain both in-school and in-industry training or
fieldwork components. Details can be referred to the Dual Training System
(DTS) Implementing Rules and Regulations
Modular/self-paced learning is a competency-based training modality
wherein the trainee is allowed to progress at his own pace. The trainer just
facilitates the training delivery
Peer teaching/mentoring is a training modality wherein fast learners are
given the opportunity to assist the slow learners
Supervised industry training or on-the-job training is an approach in
training designed to enhance the knowledge and skills of the trainee
through actual experience in the workplace to acquire specific
competencies prescribed in the training regulations
Distance learning is a formal education process in which majority of the
instruction occurs when the students and instructor are not in the same
place. Distance learning may employ correspondence study, audio, video
or computer technologies

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to gain entry into this course should possess the
following requirements:

can communicate in English both in the oral and written form; and
can perform basic mathematical computation.

This list does not include specific institutional requirements such as educational
attainment, appropriate work experience, and others that may be required of the trainees
by the school or training center delivering the TVET program.

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3.4

LIST OF TOOLS AND EQUIPMENT

FRONT OFFICE SERVICES NC II

Recommended list of tools, equipment and materials for the training of a minimum
of 25 trainees for Front Office Services NC II are as follows:
TOOLS
QTY
1 pc.
2 units

Credit Card
Voucher holder
Bell boys cart

EQUIPMENT
QTY
2 units
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
2 pcs.
1 pc.
1 pc.
5 pcs.
1 pc.
4 pcs.

MATERIALS

Computer (with
reservation system)
and printer
Cash register
Fake Bills detector
Hypercom
Credit card
imprinter
Key card marker
Key Card verifier
Key rack
Cash box drawer
Guest folio rack
Telephone
Typewriter
Fax machine
Calculator
Safety deposit box/
drop
vault
Lapel microphone

QTY
1

Log book

2 pcs.

Room key

2 pcs.
1 pc.

Ving card
White board/cork
board
Empty envelopes
Luggage tag

5 pcs.
5 pcs.

Training Resources/
Materials:
25 pcs. Registration form
Cancellation
5 pcs.
booking form
5 pcs. No-show forms
25 pcs. General folio
25 pcs. Credit card voucher

*NOTE:

25 pcs.

Different forms

5 pcs.

Notice slip

Implementation of the training program can be made possible through a MOA between the
Training school and Industry for the use of the facilities. This is in response to school limitations
on the high cost of equipment.

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61

3.5

TRAINING FACILITIES
Based on a class intake of 20 students/trainees
Space Requirement

Lecture
Learning Resource Center

Size in Meters

Area in Sq.
Meters

Total Area in Sq.

Meters

8 x 7 m.

56 sq. m.

56 sq. m.

3 x 5 m.

15 sq. m.

15 sq. m.

Facilities/Equipment/
Circulation Area

21 sq. m.
Total workshop area:

3.6

92 sq. m.

TRAINERS QUALIFICATIONS FOR TOURISM SECTOR

FRONT OFFICE SERVICES NC II
TRAINERS QUALIFICATIONS

3.7

Must be a holder of National TVET Trainer Certificate (NTTC) Level I in Front

Office Services NC II
Must have at least two years in industry experience or any FO related works
Must be a computer literate

INSTITUTIONAL ASSESSMENT
Institutional assessment is undertaken by trainees to determine their
achievement of units of competency. A certificate of achievement is issued for each
unit of competency.

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SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

4.1

To attain the National Qualification of FRONT OFFICE SERVICES NC II, the

candidate must demonstrate competence covering all the units of competency
listed in Section 1. Successful candidates shall be awarded a National Certificate
signed by the TESDA Director General.

4.2

The qualification for FRONT OFFICE SERVICES NC II may be attained through

demonstration of competence covering all the required core units of qualification.

4.3

Assessment shall focus on the core units of competency. The basic and common
units shall be integrated or assessed concurrently with the core units.

4.4

The following are qualified to apply for assessment and certification:

4.4.1 Graduates of formal, non-formal and informal including
enterprise- based training programs
4.4.2 Experienced workers (wage employed or self employed)

4.5

The guidelines on assessment and certification are discussed in detail in the

"Procedures Manual on Assessment and Certification" and "Guidelines on the
Implementation of the Philippine TVET Qualification and Certification System
(PTQCS)".

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TR - FRONT OFFICE SERVICES NC II (Amended)

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DEFINITION OF TERMS
CONCIERGE

a front office section taking charge of guest inquiries,

requests and complaints.

FRONT OFFICE AGENT

a front office staff in-charge of accepting hotel

reservations; registering and checkingout guest;
handling guest inquiries, request and complaints and
F.O. Cashiering.

RESERVATION

the process of requesting for room accommodation in

advance in a hotel or other commercial establishment.

ELECTRONIC KEY CARD

a computer generated electronic card used as guest

room key.

BACK-OF-THE-HOUSE

non-guest
contact
Accounting/Finance

PROPERTY STANDARDS -

departments

such

as

based according to the hotel, hotel school, training

institution or similar/related commercial establishment.

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65

ACKNOWLEDGEMENTS
The Technical Education and Skills Development Authority (TESDA) wishes to
extend thanks and appreciation to the many representatives of business, industry,
academe and government agencies who donated their time and expertise to the
development and validation of these Training Regulations.
REVIEW PANEL
SANTOS BUENVENIDA

ANABELLE O. MORENO

Professor
Tourism Department
Far Eastern University
Manila
ASEAN Master Trainer

Chair
Tourism Industry Board Foundation, Inc. (TIBFI)
University of the Philippines Asian Institute of
Tourism (UP-AIT)
UP Diliman, Quezon City
Past President, Association of Human Resources
Managers for Hotels and Restaurants (AHRM)
ASEAN Master Trainer

MARTIN S. AGUILAR
Rooms Division Manager
Azalea Residences
Baguio City
ASEAN Master Assessor

MICHELLE KAREN B. BARUC

Instructor
Lyceum of the Philippines University (LPU)
Batangas City
ASEAN Master Assessor

FELIX B. CASIN
Assistant Professor
Lyceum of the Philippines University (LPU)
Cavite
ASEAN Master Assessor

The Participants in the Validation of these Training Regulations

ANGELO G. ASUNCION

JIMMY D. BELLEZA

Hotel Software Consultant

Micros-Fidelo Software
Unit 1206 Ayala Tower One
Ayala Ave., Makati City

OIC Front Office

Pan Pacific Hotel
M. Adriatico Cor. Malvar St.
Malate, Manila

REY VERGEL O. MULAT

DANIEL L. EDRALIN

Front Desk Manager

Marriott Hotel
NewPort Blvd., NewPort City
Complex Pasay City

Board Director
Tourism Industry Board Foundation, Inc. (TIBFI)
National Union of Workers in Hotels and
Restaurant and Allied Industries (NEWHRAIN-APL)

The Members of the TESDA Board and Secretariat

The MANAGEMENT and STAFF of the TESDA Secretariat

Qualifications and Standards Office (QSO)

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66