Sector : TOURISM

Qualification Title: FRONT OFFICE SERVICES NC II

Unit of Competency: RECEIVE AND PROCESS RESERVATIONS

Module Title: RECEIVING AND PROCESS RESERVATIONS

Technical Education & Skills Development Authority

Claret College of Isabela
Roxas Ave., Isabela City
 Plan
Training
Session

Document No.
Date Developed: Issued by:
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Front Office Page i of vii
Services NC II Developed by:
Latifah L. Emam
Revision # 01
Sample Data Gathering Instrument for Trainee’s
Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners

Language, Average grade in: Average grade in:

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

Cultural and Ethnicity/culture:

language a. Chavacano
background
b. Bisaya
c. Tausug
d. Yakan
e. Maranao
f. Sinama
g. Tagalog
h. Others( please specify)_____________

Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex a. Male

Document No.
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 Characteristics of learners
b. Female
Age Your age: 23 y/o
Physical ability 1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
a. Certificate of Training
Previous
experience with Please specify: _________________________
the topic

Previous List down trainings related to NC

learning FRONT OFFICE SERVICES NC II
experience ___________________________
___________________________
National Certificates acquired and NC level
Training Level
completed ___________________________
_________________________

Special courses Other courses related to TM

a. Units in education
b. Master’s degree units in education
c. Others(please specify)
_________________________

Learning styles a. Visual - The visual learner takes mental

pictures of information given, so in order
for this kind of learner to retain
information, oral or written, presentations
of new information must contain diagrams
and drawings, preferably in color. The
visual learner can't concentrate with a lot
of activity around him and will focus better
and learn faster in a quiet study
environment.
b. Kinesthetic - described as the students in
the classroom, who have problems sitting
Document No.
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 Characteristics of learners

still and who often bounce their legs while

tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify)
___________________________

Document No.
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Revision # 01
FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
BASIC COMPETENCIES
CAN I…? YES NO
1. Participate in workplace communication
1.1 Obtain and convey workplace information E
1.2 Speak English at a basic operational level
1.3 Participate in workplace meetings and
discussions
1.4 Complete relevant work related documents
2. Work in team environment
2.1 Describe team role and scope
2.2 Identify own role and responsibility within team
2.3 Work as a team member
2.4 Work effectively with colleagues
2.5 Work in socially diverse environment
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
4. Practice occupational health and safety procedures
4.1 Identify hazards and risks
4.2 Evaluate hazards and risks
4.3 Control hazards and risks
4.4 Maintain OHS awareness
4.5 Perform basic first-aid procedures

Document No.
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Revision # 01
COMMON COMPETENCIES
CAN I…? YE NO
S
1. Develop and update industry knowledge
1.1 Seek information on the industry
1.2 Update industry knowledge
1.3 Develop and update local knowledge
1.4 Promote products and services to customers
2. Observe workplace hygiene procedures
2.1 Follow hygiene procedures
2.2 Identify and prevent hygiene risks
3. Perform computer operations
3.1 Plan and prepare for task to be undertaken
3.2 Input data into computer
3.3 Access information using computer
3.4 Produce/output data using computer system
3.5 Maintain computer equipment and systems
4. Perform workplace and safety practices
4.1 Follow 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
5. Provide effective customer service
5.1 Greet customer
5.2 Identify customer need
5.3 Deliver service to customer
5.4 Handle queries through use of common business
tools and technology
Document No.
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COMMON COMPETENCIES
CAN I…? YE NO
S
5.5 Handle complaints/conflict situations,
evaluation and recommendations

CORE COMPETENCIES
CAN I…? YE NO
S
1. Receive and process reservations
1.1 Receive reservation request
1.2 Record details of reservation
1.3 Update reservations
1.4 Advise others on reservation details
2. Operate 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
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
4. Conduct night audit
4.1 Process internal financial transactions
4.2 Complete routine records and reports
5. Provide club reception services
5.1 Provide information on club services and process
memberships
5.2 Monitor entry to club

Document No.
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Revision # 01
CORE COMPETENCIES
CAN I…? YE NO
S
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
6.3 Manage intoxicated persons
7. Provide cashiering services
7.1 Prepare guest folio
7.2 Collect cash, cash equivalents or noncash
transactions
7.3 Process receipts and payments
7.4 Reconcile financial transactions at the end of the
shift.

Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.

Document No.
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Services NC II Developed by:
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Revision # 01
Evidences/Proof of Current Competencies (Sample)

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation

Current competencies Proof/Evidence Means of validating

BASIC COMPETENCIES
1.Participate in workplace communication
1.1 Obtain and convey
workplace information
1.2 Speak English at a Transcript of records Authenticated
basic operational level transcript of records
1.3 Participate in
workplace meetings and
discussions
1.4 Complete relevant work
related documents
2.Work in team environment
2.1 Describe team role
and scope
2.2 Identify own role and
responsibility within team
Certificate of Authenticated
2.3 Work as a team Training Certificate of Training
member
2.4 Work effectively with
colleagues
2.5 Work in socially
diverse environment
3.Practice career professionalism
3.1 Integrate personal
objectives with
organizational goals
Transcript of records Authenticated
3.2 Set and meet work transcript of records
priorities
3.3 Maintain professional
growth and development

Document No.
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Services NC II Developed by:
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Revision # 01
4.Practice occupational health and safety procedures
4.1 Identify hazards and
risks
4.2 Evaluate hazards and
risks
Certificate of Authenticated
4.3 Control hazards and Training Certificate of Training
risks
4.4 Maintain OHS
awareness
4.5 Perform basic first-aid
procedures
COMMON COMPETENCIES
1. Develop and update industry knowledge
1.1 Seek information on
the industry
1.2 Update industry Transcript of records Authenticated
knowledge transcript of records
1.3 Develop and update
local knowledge
1.4 Promote products and
services to customers
2. Observe workplace hygiene procedures
2.1 Follow hygiene
procedures
2.2 Identify and prevent
hygiene risks
Certificate of Authenticated
Training Certificate of Training

3. Perform computer operations

Document No.
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Revision # 01
3.1 Plan and prepare for
task to be undertaken
3.2 Input data into Transcript of records Authenticated
computer transcript of records
3.3 Access information
using computer
3.4 Produce/output data
using computer system
3.5 Maintain computer
equipment and systems
4. Perform workplace and safety practices
4.1 Follow workplace
procedures for health,
safety and security
practices
4.2 Perform child Certificate of Authenticated
protection duties relevant Training Certificate of Training
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

5. Provide effective customer service

Document No.
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Revision # 01
5.1 Greet customer
5.2 Identify customer need
5.3 Deliver service to Transcript of records Authenticated
customer transcript of records
5.4 Handle queries
through use of common
business tools and
technology
5.5 Handle
complaints/conflict
situations, evaluation and
recommendations

CORE COMPETENCIES
1.Receive and process reservations
1.1 Receive reservation
request
1.2 Record details of
reservation
Certificate of Authenticated
1.3 Update reservations Training Certificate of Training
1.4 Advise others on
reservation details
2.Operate computerized reservations system
2.1 Computerize
reservation system is
operated based on property
standards. Transcript of records Authenticated
transcript of records
2.2 Create and process
reservations
2.3 Send and receive
reservation
communications
3.Provide accommodation reception services
3.1 Prepare reception area
for guest arrival
3.2 Welcome and register
guests
Certificate of Authenticated
3.3 Computerize Training Certificate of Training
reservation system is
operated
Document No.
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Latifah L. Emam
Revision # 01
3.4 Perform “During Stay”
functions
3.5 Organize guest
departure
3.6 Prepare front office
records and reports
4.Conduct night audit
4.1 Process internal
financial transactions
4.2 Complete routine Transcript of records Authenticated
records and reports transcript of records
5.Provide club reception services
5.1 Provide information on
club services and process
memberships
5.2 Monitor entry to club
Certificate of Authenticated
Training Certificate of Training
6.Provide concierge and bell services
6.1 Handle guest arrivals
and departures
6.2 Handle guest luggage Transcript of records Authenticated
6.3 Respond to request for transcript of records
concierge services
6.3 Manage intoxicated
persons
7.Provide cashiering services
7.1 Prepare guest folio
7.2 Collect cash, cash
equivalents or noncash
transactions
Certificate of Authenticated
7.3 Process receipts and Training Certificate of Training
payments
7.4 Reconcile financial
transactions at the end of
the shift.

Document No.
Date Developed: Issued by:
October 2019
Front Office Page 13 of
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Revision # 01
 Document No.
Date Developed: Issued by:
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Front Office Page 14 of
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Revision # 01
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 1.3 Summary of Current Competencies Versus Required

Competencies (Sample)

Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on CBC s
BASIC COMPETENCIES
1.Participate in workplace communication

Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on CBC s
1.

2.

3.

Document No.
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Front Office Page 15 of
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Revision # 01
 Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.

Form No. 1.4: Training Needs (Sample)

Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
1.

2.

3.

4.

5.

Document No.
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Revision # 01
 SESSION PLAN
Sector :
Qualification Title :
Unit of Competency :
Module Title :
Learning Outcomes:

A. INTRODUCTION
B. LEARNING ACTIVITIES
LO 1:
Learning Content Methods Presentation Practice Feedback Resources Time

LO 2:

C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. NTTA-TM1-01

July 2010 Issued by:
Trainers Methodology Level I Date Revised:
February 2012 Page 17 of 250
Templates Developed by: NTTA
NTTA
Revision # 01
PARTS OF A COMPETENCY-BASED LEARNING MATERIAL

References/Further Reading

Performance Criteria Checklist

Operation/Task/Job Sheet

Self Check Answer Key

Self Check

Information Sheet

Learning Experiences

Learning Outcome Summary

Module
Module Content
Content

Module
List of Competencies
Content

Module Content

Module Content

Front Page
In our efforts to standardize CBLM,
the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 18 of 61
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Templates NTTA
Revision # 01
 (Qualification Title)
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

1.

2.

3.

4.

5.

6.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 19 of 61
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Templates NTTA
Revision # 01
 MODULE CONTENT

UNIT OF COMPETENCY

MODULE TITLE

MODULE DESCRIPTOR:

NOMINAL DURATION:

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1.
2.
3.
4.

ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 20 of 61
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Templates NTTA
Revision # 01
LEARNING OUTCOME NO. 4
(LO Title)

Contents:

1.
2.
3.
4.
5.
Assessment Criteria

1.
2.
3.
4.

Conditions

The participants will have access to:

1.
2.
3.
Assessment Method:

1.
2.
3.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 21 of 61
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Templates NTTA
Revision # 01
 Learning Experiences
Learning Outcome 1
(LO TITLE)

Learning Activities Special Instructions

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 22 of 61
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Templates NTTA
Revision # 01
 Information Sheet _______
(Title)

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1.
2.

(Introductory Paragraph)

(Body)

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 23 of 61
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Templates NTTA
Revision # 01
 Self- Check ______

(Type of Test) : (Instruction)

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 24 of 61
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Templates NTTA
Revision # 01
 ANSWER KEY ____

1.
2.
3.
4.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 25 of 61
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Templates NTTA
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 TASK SHEET _____
Title:

Performance Objective: Given (condition), ,you should be able to

(performance) following (standard).

Supplies/Materials :

Equipment :

Steps/Procedure:
1.
2.
3.
4.

Assessment Method:

Date Developed: Document No. NTTA-TM1-07

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Templates NTTA
Revision # 01
 Performance Criteria Checklist ______

CRITERIA
YES NO
Did you….
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 27 of 61
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Templates NTTA
Revision # 01
 JOB SHEET _____
Title:

Performance Objective: Given (condition), ,you should be able to

(performance) following (standard).

Supplies/Materials :

Equipment :

Steps/Procedure:
5.
6.
7.
8.

Assessment Method:

Date Developed: Document No. NTTA-TM1-07

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Methodology Level I Date Revised:
February 2012 Page 28 of 61
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Templates NTTA
Revision # 01
 Performance Criteria Checklist ______

CRITERIA
YES NO
Did you….
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 29 of 61
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Templates NTTA
Revision # 01
Evidence Plan

Competency
standard:
Unit of
competency:
Ways in which evidence will be collected:

Demonstration & Questioning

Observation & Questioning
[tick the column]

Third party Report

Portfolio

Written
The evidence must show that the trainee…













NOTE: *Critical aspects of competency

Date Developed: Document No. NTTA-TM1-07

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Methodology Level I Date Revised:
February 2012 Page 30 of 61
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Templates NTTA
Revision # 01
 TABLE OF SPECIFICATION

  # of
Objectives/Content
Knowledge Comprehension Application items/
area/Topics
% of test

TOTAL

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 31 of 61
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Templates NTTA
Revision # 01
Performance Test

Specific Instruction for the Candidate

Qualification

Unit of Competency

General Instruction:

Specific Instruction:

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 32 of 61
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Templates NTTA
Revision # 01
QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1.  
2.  
3.  
4.  
Safety Questions
5.  
6.  
7.  
8.  
Contingency Questions
9.  
10.  
11.  
12.  
Job Role/Environment Questions  
13.  
14.  
15.  
16.  
Rules and Regulations  
17.  
18.  
19.  
20.  
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 33 of 61
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Templates NTTA
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Templates for Inventory of Training Resources
Resources for presenting instruction
 Print Resources As per TR As per Remarks
Inventory

 Non Print Resources As per TR As per Remarks

Inventory

Resources for Skills practice of Competency #1

______________________________
 Supplies and Materials As per TR As per Remarks
Inventory

 Tools As per TR As per Remarks

Inventory

 Equipment As per TR As per Remarks

Inventory

Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 34 of 61
Developed by: NTTA
Templates NTTA
Revision # 01