9

TLE–FRONT OFFICE SERVICES

Quarter 1 – Module 4:
RECEIVE AND PROCESS RESERVATIONS
(RR)
ADVISE OTHERS ON RESERVATION
DETAILS
TLE Grade 9
Alternative Delivery Mode
Quarter 1 – Module 4 Receive and Process Reservations (RR): Advise Others
on Reservation Details
First Edition, 2020

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represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Pamela May A. Cadorna
Editors: Jesusa D. Paladar
Reviewer: Jesusa D. Paladar, Reynald M. Manzano & Jonathan L. Bayaton
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Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
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Adolf P. Aguilar, Ed.D.,TM Elmar L. Cabrera
Nilita R. Ragay, Ed.D.
Antonio B. Baguio, Jr. Ed.D.

Printed in the Philippines by ________________________

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Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: [email protected]
 9

TLE
Quarter 1 – Module 4:
Receive and Process
Reservations (RR)
Advise Others on Reservation
Details
Introductory Message
For the facilitator:

Welcome to the TLE-9 FRONT OFFICE SERVICES Alternative Delivery Mode

(ADM) Module on Receive and Process Reservations (RR) Advise others on
Reservation Details!

This module was collaboratively designed, developed and reviewed by

educators both from public and private institutions to assist you, the teacher
or facilitator in helping the learners meet the standards set by the K to 12
Curriculum while overcoming their personal, social, and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills while taking
into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.

ii
For the learner:

Welcome to the TLE- 9 Front Office Services Alternative Delivery Mode (ADM)
Module on Receive and Process Reservations (RR) Advise others on
Reservation Details!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while
being an active learner.

This module has the following parts and corresponding icons:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in the
module.

This part includes an activity that aims to

check what you already know about the
What I Know
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
This is a brief drill or review to help you link
What’s In the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of the
What is It lesson. This aims to help you discover and
understand new concepts and skills.

This comprises activities for independent

practice to solidify your understanding and
What’s More
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
What I Have Learned sentence/paragraph to be filled into process
what you learned from the lesson.
This section provides an activity which will
What I Can Do help you transfer your new knowledge or skill
into real life situations or concerns.

iii
 This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You
can do it!

iv
 What I Need to Know

Front Office Services module is designed for a high school student to develop
the knowledge, skills and attitudes for the task related to front office. It covers
competencies that a person must achieve to access information to meet the required
scope and purpose, conduct further search if information is insufficient, select
required information, place order for any information that requires purchase,
download/print information in accordance with system procedures and needed
requirements, and organize information in a suitable format use.

After going through this module, you are expected to:

1. Identify the responsibilities of a front desk clerk or receptionist
2. Determine the roles of each of the front office staff in the operation of a hotel
3. Understand how to communicate general and specific customer requirements
and reservation details to appropriate departments and colleagues.
4. Familiarize with the process of compiling and providing accurate and relevant
reservation statistics to concerned people or departments

What I Know

Let us determine how much you already know about the responsibilities of a
front desk clerk or receptionist. List down five responsibilities of a receptionist or
front desk clerk in the operation of a hotel. Write your answer on your notebook.

1.
2.
3.
4.
5.

1
 Lesson ADVISE OTHERS ON
4 RESERVATION DETAILS

What’s In

Direction: As a review of the previous lesson, explain in 2-3 sentences on what the
front desk clerk should do in case a guest cancels his/her reservation. Do this
activity on your notebook.

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Notes to the Teacher

Let the learners to read and understand the learning objectives. Before going
through this module, answer the questions in What I Know and refer to the
answer key for corrections. Do the different tasks: What’s New, What’s More,
What I have Learned, What I can DO, and the additional activities. Finally,
answer the assessment and refer to the answer key for correction. After doing
all the tasks, the teacher will inform the learner for his/her progress.

2
 What’s New

Matching Type. In the first column are the essential activities in the operation of a
hotel. In the second column, the different departments that front desk needs to
connect for these activities to be done. Match column A with column B. Write your
answer (in words) on your notebook.

Activity Department
1. Request for additional pillow A. Food and beverage
2. Guest wants coffee and bread for
B. Controller
breakfast
3. Guest room faucet is
C. Housekeeping
malfunctioning
4. A wake up call at 6:30 am D. Front office
5. A call from a telephone company
E. Maintenance
for billing

What is It

Front Office Responsibilities

The front office is a very important department in the hotel industry as it

represents the customer-facing division of an establishment. Customer service, sales,
and industry experts who provide advisory services are considered part of an
establishment's front office operations.
The main functions of front office include reservation, registration, guest
services, room and rate assignment, room status, maintenance and settlement of the
guest account, and creation of guest history records.

3
 Source: https://www.mastersportal.com/articles/582/what- Source: http://prospectcollege.ca/programs/hospitality-tourism/
can-i-become-if-i-study-tourism-and-hospitality-at-an-
international-university.html

The following are the responsibilities and functions of front office personnel,
and the department as a whole:

FUNCTION DESCRIPTION
Front office is responsible in registering the room reservation from
various sources, emails, call or walk-ins, with recordings, filing of
1. Reservation
reservation records, and revise on the appropriate time to make
sure rooms are available as soon as guests enter the hotel.
All guest registration-related activities like check-in, room
2. Registration assignment, welcoming, queries on room rate etc. are done in the
front desk.
3. Guest History Creates and maintains a guest profile, history, likes and dislikes,
collect feedback etc.
4. Guest Develops & maintains a Comprehensive Database of Guest
Database
Information
5. Updates responsible to update the correct room status
Room Status
This section is to facilitate guests pertaining to the telephone both
6. Telephone
internally and externally, and to wake guests up in the morning
upon request.
7. Postage and This section is to facilitate guests pertaining to the posting of
Parcels
letters, telegrams, and parcels.

4
 8. Finance and Relates with the Accounting Department, through the collection
Foreign
from guests through their services, and also give the foreign
Exchange
exchange service.
This section is to answer questions and inquiries of guests.
9. Inquiry
Therefore, this section would have to be alert with all the
movements of the hotel.

Different duties in front desk department are attended to by different staff

members. Here are the important members of front office personnel and their
corresponding duties.

FUNCTION DESCRIPTION
1. Front Desk Time Management is one of the important duties of front desk
Manager
manager.
➢ He should be able to match the job needs to time available
for effective and efficient performance
➢ For maximum utility of his time, the manager should first
understand how he is utilizing it currently and then decide
how he should spend it efficiently
➢ He should be able to identify the wastage of time that he is
doing currently and should then master his time wasters
➢ He should make a new plan of action and then make sure
he follows that
➢ He should be able to fix the priorities of the job
➢ For proper analyses, he should keep a record of the time
spent on tasks and daily/weekly time spent on them, and
for this, he should prepare a work distribution chart for each
task
➢ He should identify key result areas of his job for effective
performance
➢ Assess the desirable time against each activity and note in
the work distribution chart. The activities showing a wide
difference between actual and desirable are possibly time
problem areas of the manager
➢ Further, he should understand that some of the time-
wasters are:

5
 ▪ Commuting ▪ Complicated procedure
▪ Interruptions ▪ Personal disorganization
▪ Meetings ▪ Indecision and
procrastination
▪ Ineffective delegation ▪ Lack of objectives,
▪ Crises Management priorities, and deadlines
➢ He must also learn and understand fully the strategies of
time management:
▪ Plan of days at work ▪ Do one job at one time
▪ Fragment workday ▪ Increase discretionary
time
▪ Hold priority meetings ▪ Use time-saving
equipment
▪ Be time conscious ▪ Develop self
▪ Delegate work ▪ Keep diary

➢ Listing all activities and prioritizing important ones

➢ Make plans flexible to fit in emergencies
➢ Directs and coordinates the activities of the front office
department
➢ Wholly responsible for the daily functions of the front office
➢ Meets with executive management and supervisors from
own department and other departments at regular intervals
to plan and coordinate hotel housing activity
➢ Must understand the functions of, and be able to cooperate
with closely related departments such as front office
cashiers, assistant manager
➢ Maintains and/or develops applicable operation procedures
➢ Prepares reports to the management and other supervision
relative to anticipated rooms occupancy, reservation
pattern, expected check-in, and out
➢ Responsible, along with the personnel department, for the
employment and training of staff

6
 ➢ Aids and promotes in carrying out hotel-employee relation
policies such as courtesy program, work performance
records, vacations, etc.

2. Assistant Assists front office manager in supervising and coordinating the

Front Office
day to day operations of the front office staff and resolves internal
Manager
problems.
His/her main duties are:
➢ Coordinates staffing of mail and information and
reservation clerks with their supervisors
➢ Arranges schedules of room salespeople
➢ Liaises with the sales department for present and future
convention and group bookings
➢ Corresponds with future guests and blocks suites and
special requests for large conventions
➢ Deals with problems arising from guest complaints and
reservation and room assignment activities
➢ Interviews and hires applicants
➢ Responsible also for any miscellaneous duties assigned by
the front office manager
➢ Assumes the responsibilities of the front office manager
upon his absence

3. Reservation ➢ Arranges schedules of reservations agents

Manager/
➢ Supervises and answers inquiries of reservations agents
Assistant
Manager ➢ Maintains close liaison with secretaries of major companies
Reservation
that do business with the hotel
➢ Types and processes reservation requests received by
phone, telegraph, and letter
➢ Is responsible for accurate and effective handling of
reservation tally sheet
➢ Advises and informs the front office manager or assistant
on the duty of a significant increase or decrease of
reservation tally, which could affect the hotel’s open or
close status
➢ Types and files reservation slips
➢ Types confirmation slips

7
 ➢ Trains new agents
➢ Supervises and coordinates activities of filing clerks
➢ Opens and routes all mail addressed to the front office
Timestamps all correspondence
➢ Marks mail to emphasize important points for reservation
typist
➢ Keeps a record of all reservations and makes a monthly
room nights report; in addition, prepares a half-year report
of all accounts and their respective production

4. Lobby ➢ Schedules the duty roster and determines justification for

Manager
manpower strength
➢ Handles guest complaints, and ensures that the front office
has good relations With all departments Coordinates with
various departments for effective guest handling
➢ Co-ordinates with the front office (reception and information)
to facilitate rooming and departure of guests and front office
cash (to allow credits)
➢ Does liaison between the travel counter, airlines regarding
arrival and departure of flights. Takes constant rounds at
night of all operating areas to ensure smooth functioning
➢ Passes credit bills in the absence of assistant front office
manager
➢ Trains all staff under him, and trainees as well
➢ Co-ordinates with the security and ensures that no
unwanted happening takes place in the hotel
➢ Attends general manager’s meetings.
➢ Completely responsible for all going-on in the lobby, and
operating public areas and rooms at night as well

Also termed receptionist, their main job is to received guest,

5. Front Office
handles first contact, and register guest and maintains information
Assistants
on the availability of rooms of the hotel. The friendly welcome given
by the receptionist to a guest changes an impersonal hotel building
into a friendly and homely place and his unfriendly, hostile, and
indifferent attitude may convert the guest’s experience into an
unpleasant and uncomfortable stay. If the front office is the hub of

8
the hotel then the receptionist is aptly called the person who keeps
this hotel world moving.

A. Reservation Assistants
➢ Courteously and promptly handle all reservations on
phone, by mail, telex cable, and computer, etc.
➢ Update the reservation register/records in order to have an
updated inventory of room availability (Receive and store
information)
➢ Type out advance reservation slips and maintain
reservation racks and correspondence tiles and in case of
computers update information in computers
➢ Carry out amendments and cancellations intelligently and
accurately
➢ Keep the availability status chart updated
➢ Display reservation position on “Flash Board”
➢ Check on reservation stationery and keep a satisfactory par
stock if the same

B. Reception/Registration Assistants

➢ Be informed on daily room status

➢ Have detailed information regarding arrivals, their room
requirements, and expected departures of the day
➢ Check-up VIP’ s reservations and issue VIP amenities, a
voucher for fruits and flower beverages, etc. and any other
special requests
➢ Prepares all records connected with pre-registration for
VIP, invalids and old people
➢ Handle group/crew registration as per laid down
procedures as well as FIT
➢ Maintain a satisfactory part of all registration of stationery
➢ Room all arrivals using arrival errand cards
➢ Constantly update room rack/information rack

9
➢ Type out permanent arrival slip after registering guests and
slot in racks
➢ Open out guest folio without delay and transmit it to the
front office cashier himself or send the GR. card to cashier
for opening the guest folio
➢ Maintain room rates absolutely current and up-to-date
➢ Prepare room discrepancy report and ensure a double-
check through lobby attendant
➢ Work closely with information assistants
➢ Give all departure rooms to housekeeping promptly.
➢ Take all cleared rooms promptly from housekeeping
➢ Take room reports/occupancy statistics and maintain an
inventory of rooms
➢ Receive and greet the guest
➢ Sell higher priced rooms and other hotel facilities through
trained salesmanship and assign rooms
➢ Help room service and telephone departmentally to racks
➢ Handle scanty baggage diligently
➢ Know color codes used in reception
➢ Know room history, namely location, kind, rate, theme, if
any, and the view each room commands
➢ Set up and posts the guest accounts in small hotels
➢ Deal with cash, credit cards, and checkouts and perform
cashiers function in a small hotel
➢ Provide safekeeping for guest valuables
➢ Deal with complaints and emergencies

C. Information Assistants
➢ Distribute room keys to registered guests in the hotel when
the arrival errand card is presented
➢ Answer incoming calls for guests and report all messages
➢ Handle all guest mail, information, parcels, telegrams as
per laid down procedures
➢ Answer queries on house facilities and places of tourist
interest.

10
 ➢ Keep information aids like time-table, road maps, hotel
guide, etc.
➢ Help in paying guests
➢ Receive and give information
➢ Maintain log for guest and staff information
➢ Maintain guest racks alphabetically
➢ Sell hotel facilities through trained salesmanship
➢ Sign departure errand cards in acknowledgment of receipt
of room key from a departing guest
➢ Report keys not retrieved or lost to the front office manager
at once
➢ Maintain close contacts with housekeeping, engineering,
lobby, food and beverages, and other coordinating
departments

6. Cashier Process guest checkouts and guest legal tender and providing
change for guests. This position is found in a number of lodging
establishments, and it helps to make the front desk workload
manageable when a full house, a hotel that has all its guest rooms
occupied (sometimes referred to as 100 percent occupancy) is
checking out

7. Telephone Manages the switchboard, that is, connect calls from one
operator
department to the other; he/she also coordinates wake-up calls

8. Night ➢ Supervises the operation of the hotel through the night

Manager
➢ Represents management when decisions must be made
during these hours
➢ Answers inquiries concerning hotel services and facilities
and deals with complaints
➢ Maintains the reputation of the hotel by refusing or ejecting
undesirables
➢ Assists cashiers with questions of credibility
➢ Dispatches security officers to investigate disturbance or
investigates himself

11
 ➢ Receives articles and maintains a ledger of articles turned-
in for the Lost and Found Department
➢ Maintains logbook noting unusual occurrences
➢ Checks function board for accuracy
➢ Keeps a close watch on night clerks

9. Night Clerk ➢ Registers and assigns room to guests

➢ Gives and receives keys—maintaining a “key control”
➢ Answers inquiries over the telephone and in-person
pertaining to hotel services and registration of guests
➢ Arranges for room changes as necessary
➢ Makes and confirms reservations received in person, over
the phone, or over teletype machine
➢ Balances room revenue with night auditor
➢ Completes numerous reports for management analysis
through the following procedures
➢ Prepares night clerks summary, three days, seven days, or
15 days forecast, and VIP list
➢ Verifies guest origin and source of business on previous
day check-out cards
➢ Completes reports on the geographical surveys
➢ Checks the room racks against the information board
(Concierge) and telephone operator’s board for omissions
and sleepers

10. Bell Captain Is responsible to organize, supervise, and control all lobby
services to guest satisfaction in a shift

➢ Supervise the lobby attendants

➢ Control their movement and activities on the lobby
attendants control sheet
➢ Take attendance and prepare staff schedules to meet
exigencies of work
➢ Advise the assistant manager-lobby periodically on the
performance of lobby attendants, and at times provides
information to the guest

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 ➢ Attend to guest complaints and handle telephone calls in
the absence of assistant manager-lobby
➢ Handle left luggage formalities and maintain the baggage
checkroom
➢ Train lobby attendants to maximize departmental efficiency
➢ Organize and supervise check-in/out baggage formalities of
groups, crews, etc.
➢ Control the sale of postage stamps and stationery to guests
➢ Maintain a record of all guests with “scanty baggage” and
inform assistant manager lobby and front office
➢ Assist security in lobby surveillance
➢ Conduct daily briefing of lobby attendants
➢ Co-ordinate and control the distribution of morning
newspapers
➢ Supervise the storage of essential medicine prescribed by
the house doctor and be accountable for the issues made
➢ Keep lobby clean at all times
➢ Keep baggage neatly and orderly at the specified places

10. Page Boy Welcomes guests, opens/ closes the front entrance doors. Assists
guests in elevators.
➢ Opens and closes lobby door for guests and assists
them
➢ Pages guests in the lobby
➢ Performs any other duties as may be assigned, usually
all duties of bell boy or porter

10. Bell Boy The night porter will specifically take care of the cleaning of walls,
and Night
carpets, furniture, etc. and may also take charge of some snacks
Porter
and hot and cold beverages service in a small hotel to make sure
that the doors, windows, etc. are closed at a specific time and also
make a note of all the midnight and early morning departure
rooms so that properly their luggage may be handed.
➢ Report to bell captain
➢ Handle guest arrival
➢ Take the baggage from the car in the porch/gate to the
room

13
 ➢ Escort the guest to the room on arrival
➢ Place the baggage in the room, on the luggage rack
➢ Explain the operation and control of light switches/air-
conditioning etc. to the guests and switch them on
➢ Handle departure of the guest (through use of departure
errand card)
➢ Under instructions from bell captain bring the baggage
down from the room on departure. Check the room to
ensure that the guest has left no articles in the room by
mistake
➢ Switch off all lights and air-conditioning
➢ Obtain clearance from the front office cashier on the errand
card regarding the bill i.e. paid/signed by the guest
➢ Ensure the collection of keys from guests at the time of
check out and obtain clearance from the information
section
➢ Check for mail, messages for departure guests and, if
available, collect and give mail or messages to departing
guests
➢ Take the baggage and place it in the car at the porch/gate
➢ Handle errands requested by guests and front office staff
➢ Track/keep eye on unwanted guests in the hotel
➢ Attend the instructions of the supervisor
➢ Handle baggage of guests when they are shifting to another
room
➢ Distribute newspapers to guest rooms and selected offices
➢ Keep the lobby area clean and clear to ensure smooth
traffic flow

Not all of these positions of a front office staff are found in every lodging
establishment.
Shown in the Figure 1 is the simple organizational structure of the front office
personnel based on the table of above.

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 Figure 1. Organizational structure of the hotel front office

In some hotels, the front office assistant acts as desk clerk, cashier, telephone
operator, and reservations clerk, as required by the volume of business. Many large, full-
service hotels employ the complete staff as listed.

Reservation details
Front office also interacts with other departments to act as communication
liaison so as to provide excellent guest services right at the reservation stage.
When a prospective guest calls the front desk for reservation inquiries, the
front desk will then coordinate with other departments such as housekeeping to make
sure the room to be offered is clean and ready for occupancy. In cases where the guest
has already arrived, or that of a walk-in guest, if the room is not yet ready, the front desk
staff will ask if how long it will be ready so as to ask the guest if it is alright for him/her
to wait or if the receptionist could offer the guest something while waiting.

15
 When reservation record is complete, and required guests information is
provided, front desk clerk will enter these reservation data in the hotel diary.
The hotel diary is a document that is used in a front office department to
record about the reservation from the very beginning and is normally filed by reservation
assistance or officer. It is a control tool used in the reservation section to
discourage fraud. Sometime, it is also termed as booking diary, which contains
horizontal and vertical lines with necessary information on which
everyday booking record could be written down.
This diary gives a brief idea about who is the guest, how many of them are
arriving, what is the type of room they want, what is the room no. that is allocated, and
for how many night they are staying?
The booking diary is kept by front office manager on his table as a ready
reference of booking for one particular day. Reservation assistants are responsible to fill
the daily record of the information on reservation request and other reservation details
in this diary for the Front Office Manager.

The hotel diary has the following purposes:

1. To know the number of reservation that are conducted
2. To get a brief idea about type of rooms as well as number of room that are
requested
3. To establish the room rate
4. To verify and allocate room no. to guest
5. To find out who are the actual source of reservation that are giving
business to the organization
6. To have a clear idea about date of booking and mode of booking.

Essential data related to the room reservation is entered in the hotel diary
under the arrival date and should contain the following information:
1. Name of the guest
2. Date of booking
3. Rate desired
4. Length of proposed stay
5. Any special remarks
6. Type of accommodation requested
7. Mode of reservation used
8. Number of rooms required

16
 9. No. of pax

Source: https://oldprintingcompany.com/products/reservation-diaries.html

This diary is normally found in front office section and front office Manager
Room to provide data for other departments to have a check in reservation activities as
well as conduct reservation while walk-in guest arrived.
More of these interdepartmental communications will take place during the
guest stay as the different departments of the hotel strive to make the guest stay in their
establishment enjoyable and memorable thus increasing guest patronage.

What’s More

Direction: Choose the answers from the box. Write your answers on your
notebook.
Night clerk Bell captain Bell boy/night porter
Registration
Telephone operator Lobby manager Cashier
assistant
Reservation Front office Information
Night manager
manager assistants assistant
Assistant front office manager Front desk manager

17
 1. Directs and coordinates the activities of the front office department
2. Attends general manager’s meetings.
3. Also called receptionist
4. Hold priority meetings
5. Arranges schedules of reservations agents
6. Schedules the duty roster and determines justification for manpower strength
7. Interviews and hires applicants
8. Types and files reservation slips
9. Keep the availability status chart updated
10. Arranges schedules of room salespeople
11. Process guest checkouts and guest legal tender and providing change for
guests
12. Maintain room rates absolutely current and up-to-date
13. Balances room revenue with night auditor
14. Handle baggage of guests when they are shifting to another room
15. Supervise the lobby attendants

What I Have Learned

Direction: Write a reflection of your learning about this lesson using the guide
phrases below. Do this activity on your notebook.

I have learned that _____________________________________________.

I have realized that _____________________________________________.
I will apply _____________________________________________________.

18
 RUBRIC

Areas of
Assessment 10 points 7 points 4 points 1 point
Presents Presents
ideas in an ideas in a Ideas are Ideas are
Ideas original consistent too general vague or
manner manner unclear

Organizatio Strong and Organized Some No

n organized beg/mid/en organization organization
beg/mid/en d ; attempt at ; lack
d a beg/mid/en
beg/mid/en d
d
Understandi Writing Writing Writing Writing
ng shows shows a shows shows little
strong clear adequate understandi
understandi understandi understandi ng
ng ng ng
Mechanics Few (if any) Few errors Several Numerous
errors errors errors

TOTAL
POINTS /40 POINTS

What I Can Do

Direction: List down three essential function of front office personnel and explain
why each is vital to the hotel’s operation. Write your answer on your notebook.

Scoring Rubrics:
Descriptions Points Teachers Score
Correctness of content 50
Timeliness 30
Neatness 20
Total 100

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 Assessment

A. True or False.
Directions: Write TRUE if the statement is true and FALSE if not.

1. The front office represents the customer-facing division of a firm.

2. The front office is the reception and sales area of the business.
3. Front desk clerk is the one who has first direct contact with guests.
4. Reservation is one of the main functions of front office department.
5. It is convenient to contact and converse with other departments through the
front desk department.
6. The front office develops and maintains a comprehensive database of guest
information.
7. The front office is responsible to update the correct room status.
8. Facilitating guests pertaining to the posting of letters, telegrams, and parcels
is a front desk job.
9. Front desk also calls to wake guests up in the morning upon request.
10. Collecting guest’s feedback is also a necessary activity of front desk
department.

B. Essay.

For you, who are the three most important members of front office staff
(ex. front desk clerk)? Why do you think these three are the most important?

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PRE-TEST: POST TEST
WHAT I KNOW A. True or false
(1-5 Answers may vary) 1. TRUE
2. TRUE
3. TRUE
WHAT’s New 4. TRUE
5. FALSE
6. TRUE
1. C 7. TRUE
2. A 8. TRUE
3. E 9. TRUE
4. B 10. TRUE
5. D B. Essay
(Answers may vary, refer
WHAT’s IN to rubrics)
(Answers may vary)
WHAT’S MORE
1. Front desk manager 9. Reservation assistants
2. Lobby manager 10. Assistant front office manager
3. Front office assistants 11. Cashier
4. Front desk manager 12. Registration assistants
5. Reservation manager 13.Night clerk
6. Lobby manager 14.Bell boy
7. Assistant front office manager 15. Bell Captain
8. Reservation manager
Answer Key
References
https://www.wisdomjobs.com/e-university/hotel-front-office-management-
tutorial-369/staffing-the-front-office-12999.html

https://www.wisdomjobs.com/e-university/hotel-front-office-management-
tutorial-369/organization-of-the-front-office-department-12997.html

https://hmhub.me/duties-and-responsibilities-front-office/

http://hotelstudies608743.blogspot.com/2010/02/hotel-diary-and-its-
purposes.html#:~:text=AND%20ITS%20PURPOSES-
,HOTEL%20DIARY,reservation%20section%20to%20discourage%20fraud.

images

https://www.mastersportal.com/articles/582/what-can-i-become-if-i-study-
tourism-and-hospitality-at-an-international-university.html

http://prospectcollege.ca/programs/hospitality-tourism/

https://tyrocity.com/topic/hotel-diary/

https://oldprintingcompany.com/products/reservation-diaries.html

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For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: [email protected]
Website: lrmds.depednodis.net

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