9

TECHNOLOGY &
LIVELIHOOD EDUCATION
FRONT OFFICE SERVICES
Quarter 2 – Week 1-4
Learning Activity Sheets (LAS)

SCHOOLS DIVISION OF DINAGAT ISLANDS

TLE – Front Office Services

Second Quarter – Learning Activity Sheets Week 1-4
First Edition, 2020

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Published by Schools Division of Dinagat Islands

Development Team of the Learning Activity Sheets

Writer: Winlyn T. Alingal

Editor:
Reviewers: Edeliza F. Seguiz,
Layout Artist: Fernando M. Galito
Management Team:
Schools Division Superintendent FELISA G. LARANJO, PhD, CESO VI
OIC, Assistant Schools Division Superintendent LEONEVEE V. SILVOSA, CESE
Chief Education Supervisor, SGOD MILA O. GERALDINO, PhD
Chief Education Supervisor, CID LOPE C. PAPELERAS, PhD
Education Program Supervisor, SHS EDELIZA F. SEGUIZ
Education Program Supervisor, LRMS MICHAEL C. PASO, PhD

Printed in the Philippines by ______________________________

Department of Education – Learning Resource Management Section

Office Address: White Beach, Dinagat, Dinagat Islands
 Week 1 Prepare for guest arrival

Name: __________________________________________ Section: ______________________

Objectives: Prepare for guest arrival

1.1Prepare reception area for service and check all necessary equipment prior
to use.
1.2Check and review daily arrival details prior to guest’s arrival.
1.3Allocate rooms in accordance with guest requirements and establishment
policy.
Code: TLE_HEFS9-12PR-IIa-b-10

Time Allotment: 1 Week

PRE- TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.

1. A guest who checks in with no luggage or hand bag called _______

A. CVGR C. Scanty Baggage
B. VVIP D. No Show

2. A term used to refer a procedure utilized by a hotel upon the arrival of a guest to
confirm his/her stay at the hotel.
A. Arrival C. Registration

B. Departure D. Reservation

3. What is the next step after completing handover with your shift?
A. check stationery supplies
B. count and record your cash float
B. check office equipment is working
C. check reception diary and occupancy of the hotel
4. Checking the reception area is tidy and attractive should be done by the_______________
A. by the room service
B. as a preparation of the start of the shift
C. guests before they can decide to book the accommodation
D. to prepare guest paperwork for the day’s arrivals and departures

5. Why do you have to follow through on special requests of the guests if any?
A. to show him your courtesy

B. to encourage him to stay for a while

C. to show that customers are always right

D. to insure total satisfaction of the guest during his stay

Key Concepts
The front office or reception of an accommodation venue is the central location
through which guests, check in, check out, make enquiries, settle accounts, and go to for
any help they might need.

Glossary
Term Explanation
Term Explanation
Handover Handover allows for a smooth transition from one shift to
another, and enables necessary communications to occur.
Arrivals list Alphabetically listing of all guests with reservations arriving
that day. This includes the details of the guests’ requests.
Reception diary A diary to record any important information regarding what has
happened during a specific shift. It is a prime means of
communication. It lists the daily activities or anything that may
need to be acted on during their shift.
Guaranteed When the guest has fully paid for their room and you are
reservation guaranteed they will arrive.
Non-guaranteed When a reservation has not been fully paid for and will be
reservations released after the arrival time specified or 6pm.
Pre-register Process the guest as a check-in, even though they have not
guests arrived. This is done to make sure the nightly room charge is
recorded on the account.
Special requests Specific requests a guest makes at the time of making a
reservation or checking in. Some are charged and some are free
e.g. non-smoking room, champagne in room.
Bumping guests Sending guests to another hotel when your hotel is fully
booked.
Black listed Guests who are declined accommodation at your hotel. They
guests are blacklisted for inappropriate behavior
Turndown The process of getting the room ready for the guest in the
service evening. This may involve shutting the curtains, folding back
the bed covers and placing a hotel gift on the pillow.
Average rate Mathematically determined rate that represents the average
 room charge for the evening. All rates charged divided by the
guests in the hotel.
Occupancy rate Rate determined by the total of rooms occupied divided by the
revenue from each room.
Upgrade When a guest is put into a better room than what they are
paying for.
Posting To record a charge or expense on to the guest folio.
Guest Cycle This term refers to the process in which the guest moves
through the hotel from the time of reservation, arrival and
check out.
In-room safe Safes placed in the guest room. The guests create them own
combination to use this.
Early Checkout Guest leaves the hotel before their due date for some reason.
Master folio The main account that is created for groups, covering all the
costs to be picked up by the tour leader or company.

Hotel Shifts on Reception:

Morning shift Afternoon Shift Night Shift` Mid shift

Morning s (Swing shift)
Starts @ 07:00AM Starts @ 3:00PM Starts @ 11:00PM Starts @ 11:00AM
Finishes @ 3:30PM Finishes @ 11:30PM Finishes @ 07:30AM Finishes @ 07:30PM
 Process  Process check-  Prepare nightly  Introduced to
checkouts ins figures cover
 Prepare for the  Deal with guests  Process early meal breaks for
day’s  checkouts staff
arrivals  Table text  Assist the
morning
and afternoon
staff

Handover
 The start and finish times of all shifts have an
overlap (a brief period of 15 to 30 minutes) overlap.
This allows for staff to "handover" any details
relating to the next shift.

 Standard practice is to identify, review and resolve

any issues and/or complaints encountered during
the previous shift.

 The information is passed on from our colleagues

about to finish their shift in a number of ways; verbally, through written messages, in
a front office diary and in reports.

 Handover involves procedures such as the cashier checking the float, and the night
auditor verbally passing on any relevant information about occurrences during the
night, and/or special items required for the upcoming shift.
 Reception Diary
 A paper-based Reception Diary to record any
important information regarding what has
happened during a specific shift.

 This diary is a prime means of communication. If a

staff member is rostered on for the evening shift,
they will need to familiarize themselves with the
daily activities or anything they may need to act on
during their shift, and they will find this written in
this diary.

 Before the start of your shift, check the condition and availability of the following
equipment and forms used during the operation:

1. Fax Machine
2. Computer and printer
3. Photocopier
4. Register/terminal/ EFTPOS machines
5. Key card machine
6. Re-stocking
 pens and note pads
 Putting the daily newspapers in the
nominated position for guests to use

 key cards
 Registration Cards, complaint forms, maintenance request forms.
 Re-stocking promotional material.
 Watering any fresh flowers that are displayed at reception or in the foyer
 Spot cleaning
 Tidying the front desk area.
 Emptying outside ash trays

Registration cards

Part of the preparation for the

day is to prepare for the day’s arrivals.
This means making sure, all
Registration Cards/Sheets for that day
have been printed. A check should be
made of all communication sources
(mail, faxes, phone messages, message
racks, parcel shelves, e-mails) to make
sure all necessary messages (where
 applicable) are attached to the Registration Cards/Sheets to be passed on to guests
when they arrive.

Review expected daily guest movement

Reception staff must check guest details on the Daily Arrival List.
 Reasons for this process
 Review and ensure guest bookings are correct
 Ensure the right room is allocated to the guest
 Facilitate the coordination of work with other departments
 Make sure VIP guests are taken care of properly
 Confirm airport transfer and pick up arrangements
 Inform Housekeeping staff to make up rooms if there are any early departures
 Advise housekeeping or minibar staff to check the minibar in certain rooms.

Allocate guest rooms in accordance with special

requests
 Rooms need to be allocated according to the guests’
requirements (non-smoking room, king size bed,
interconnecting rooms, poolside room and so on) and
the establishment’s policies.

 Room allocation is one of the first jobs for reception staff –

working out which rooms to be occupied.

 When allocating rooms, attention needs to be paid to the

Arrivals List on which special requests and room rates
may be included.

Activity 1: Understanding and resolving guest problems

Direction: Solve the following hotel situations. Encircle your best answer.

1. What happen when a guest having confirmed reservation but his/her name not
found in daily arrival list.

A. Do not entertain them

B. Refer them to another hotel
C. Ask assistance from your supervisor to solve the problem.
D. Let the guest explain when he/she made the booking, and act.

2. Guest assigned in dirty room and toilet flush not functional.

A. Assigned immediately to other room.
B. Let the guest in their assigned room.
 C. Transfer them to other room and tell them for additional charge
D. Say sorry and ask front desk to transfer her room upgrade to make
amends

3. When a front desk representative actively engages in ___________, his or her goal is
to convert the guest’s dissatisfaction into satisfaction with the situation.
A. Guest recovery
B. Maintain the reader board
C. Providing guest comment cards
D. Accommodating special needs request

4. A guest walks up to the front desk of the hotel and asks for a recommendation for a
good place to eat. Which is the best way to respond to your guest?
A. Direct your guest to the restaurant your friend owns
B. Tell your guest you are new in town and don’t know the restaurants
C. Tell your guest that is the concierge’s job and she not working that day
D. Ask your guest what type of food they like and offer them several nearby
restaurants to choose from

5. Mr. Sy complaining for an adjacent room that is too noisy, as a front office staff
how you going to respond?
A. Do not entertain guest complaint.
B. Transfer guest complainant to room far from noisy room.
C. Tell them about the complaint, ask them to low down their voice/music.
D. Ask them to stop their party and tell them that some guest is
complaining

Activity 2: Word Tracing

Direction: There are seven (7) key terms to find in the table below. Trace at least five (5)
words.
W H J L K S T Y U V Z X D I P
D O U B L E O C C U P A N C Y
W H J L K S T Y U V Z X D I P
Q A U R F B G R E E T I N G S
W H J L K S T Y U V Z X D N M
P R E R E G I S T R A T I O N
K W J L K S T Y U V Z X D S G
L A T E A R R I V A L X D H X
W L M L P O K N J I U H B O V
D K S U T Y N Z D F A W D W G
W I R O T Q B X S G Q E X C Y
Q N V P R W V C A H L S Z F T
 1. 5.
2. 6.
3. 7.
4.

Activity 3: Hotel Visitation

Direction: Visit a nearby hotel/Inns and conduct an interview to the front desk staff using
the guide question below.

1. What role does a receptionist play in a customer’s first impression of an

organization?

2. How many people on average did you interact with on a daily basis?
3. Tell me about a time you had to deal with an angry customer or guest, either on the
phone or in person. How did you handle the situation?

4. How do you prioritize calls, clients, deliveries, and other issues that must be
addressed immediately?

Activity 4. Essay
Direction: Answer the following question briefly and concisely. Write your answer on the
space provided.

1. Why is there a need to prepare for a guest arrival?

_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

2. Enumerate the procedure in preparing daily arrival list.

_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

3. What happen if front office staff forgot to assigned a room for a guest who have a
confirmed reservation?
_____________________________________________________________________________________
_____________________________________________________________________________________
 _____________________________________________________________________________________
_____________________________________________________________________________________

POST – TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.

1. Checking the reception area is tidy and attractive should be done by the______________.
A. by the room service
B. as a preparation of the start of the shift
C. guests before they can decide to book the accommodation
D. to prepare guest paperwork for the day’s arrivals and departures

2. Why do you have to follow through on special requests of the guests if any?
A. to show him your courtesy

B. to encourage him to stay for a while

C. to show that customers are always right

D. to insure total satisfaction of the guest during his stay

3. What is the next step after completing handover with your shift?
A. check stationery supplies
B. count and record your cash float
C. check office equipment is working
D. check reception diary and occupancy of the hotel

4. A term used to refer a procedure utilized by a hotel upon the arrival of a guest to
confirm his/her stay at the hotel.

A. Arrival C. Registration

B. Departure D. Reservation

5. A guest who checks in with no luggage or hand bag called _______

A. CVGR C. Scanty Baggage
B. VVIP D. No Show
REFLECTION
Direction: Prepare a Daily arrival list and blocked the Room availability board based on
the given data in Registration book.

REGISTRATION BOOK
NAME ADDRESS Type of Date Date Room Reservation
Room/ Arrival Departure Rate Status
ROOM
No.
Juan Dela San Jose Single Room/ January 04, January 05, P1,000.00
Cruz Dinagat 101 2021 / 2021 Confirmed
Islands 6:00AM
Sarah Suit January 04, January 07, 15,000.00
Geronimo Manila Room/303 2021 2021 Confirmed
/10:00AM
Ana Reyes Cagdianao Double Room/ January 04, January 06, 5,000.00
Dinagat 201 2021 2021 Confirmed
Islands /2:00PM
Peter Avila Albor Single room/ January 04, January 06, 2,000.00
Dinagat 103 2021 2021 Confirmed
Islands /12:00NN
Tubajon Double January 04, January 05, 2,500.00
Mary Sy Dinagat Room/203 2021 2021 Confirmed
Islands /5:00PM

Daily Arrival List

Date: _____________
Room Room Arrival Departure Reservation
Name Room Rate VIP
No: Type Time Date Status

Room Availability: use crayon to blocked the room

ROOM AVAILABILITY BOARD
Date:01-
04-21 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 23 24 25 26 27 29 30 31

Single                                                        
101                                                    
102                                                        
103                                                        
Double                                                        
201                                                        
202                                                        
203                                                        
Suit
Room                                                        
301                                                        
302                                                        
 303                                                        
Color Coded: Occupied Reserved For cleaning

Vacant Out of order

Week 2 Prepare for guest arrival

Name: ____________________________ Section: ______________

Objectives: Prepare for guest arrival

1.4Follow up on uncertain arrivals or reservations.
1.5Compile and distribute accurate arrival lists to relevant personnel/
departments.

1.6Inform colleagues and other departments of special situations or requests in

a timely manner.
Code: TLE_HEFS9-12PR-IIa-b-10

Time Allotment: 1 Week

PRE – TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.
1. When does front desk clerk communicates to housekeeping and other departments
in hotel if guest arrived this day.

A. Arrival C. Pre-arrival
B. Departure D. Post-departure

2. Interdepartmental communication means

A. Communication between departments.
B. Guest will not be checking out of a room on the current day.
C. A listing of required duties to be performed by an employee in a particular
job.
D. Advertising products and service through mass communications such as
television - radio - and internet.
 3. To be a good employee in the hospitality industry you need _______________ skills to
be able to deal with guests and customers, to get along with others, and to be a
good team player.

A. Accountability Skills C. Only a & b

B. Interpersonal Skills D. None of above

4. In order to present a professional image of the company a receptionist should _____.

A. Point out to visitors any shortcomings in their dress style.
B. Have pointless and casual conversations about the weather with all
visitors.
C. Leave confidential paperwork lying on the reception desk where everyone
can see it
D. Be calm and polite at all times, and deal with all of their enquiries in a
professional and courteous manner. 

5. While dealing with guest - Always greet each guest with a smile in your voice as
well as your face_________?

A. False Partial C. Correct & partial in-correct

B. True D. I don't know

KEY CONCEPTS
Reception staff may be required to follow-up on uncertain arrivals (potential no-
shows). This may be a standard practice every day or it may only apply on certain
occasions.

Following up uncertain arrivals or reservations

 Reception staff may be required to ring guests
(using the contact number supplied) and
reconfirm their arrival.
 The main aim of following up uncertain arrivals is
to optimize room sales.

Dealing with Cancellations

 Remember, when being informed of a cancellation
to be polite and ensure that no hint of negative sentiment finds its way into the
conversation.
 When you have received notification of a cancellation, you must then update the
system to reflect that situation.
a. Generating a refund
b. Cancelling a guest folio
c. Freeing up a room
 d. Removing the guest from Guest History.

Compiling and distributing arrivals lists

• The Arrivals list provides information and will be distributed to departments such
as uniformed staff (porters and concierge), housekeeping, security, laundry, food
and beverage and kitchen to assist these departments in their planning for
operational duties.
 Information found on an Arrivals List may vary from establishment to
establishment, but can be expected to include for each booking:
a. Arrival date
b. Departure date
c. Estimated time of arrival (ETA)
d. Estimated time of departure (ETD)
e. Guest’s name
f. Number of guests so that appropriate
in-room requirements (shampoo,
towels, extra pillows etc.) can be
provided
g. Room type
h. Room rate
i. Special requests
j. VIPs are also listed on the arrivals list.

Distribute arrivals list as required

• The Arrivals List is a necessary tool in the planning undertaken to receive guests. It
helps to inform management and staff from different departments of what is
happening within the hotel and allows them to make certain decisions, such as:

A. Housekeeping
• Staffing levels – determining the number
of housekeeping staffs required
• Planning of daily tasks
• To determine the level of service given to
the room
• Housekeeping will use the Estimated time
of departure (ETD) to help schedule the
order of rooms to be serviced (shampoo,
towels, extra pillows etc.)
• Some special requests are provided by the housekeeping department
such as: opening connecting doors, adding an extra bed or baby cot,
extra supplies in the guest room.

B. Concierge
• Staffing levels – determining the number
of porters required
• Assist in the preparation of group arrivals
such as tours
• Organizing luggage storage areas
especially for large groups of guests

C. Porters
• Planning of daily tasks
 • Knowing the arrival time of guests
• Porters use the arrivals list as a source of information to count all the
luggage, tag it with the appropriate room number and transport it to
the guest’s room.

D. Security
• Preparation for Very Important People
(VIPs)
• Security may be required to accompany
bell boy to escort particular guests to
their room.

E. Food & Beverage

• Special requests that come from room
service such as : wine, champagne, fruit
platters, chocolates and any food and
beverage requests
• Groups and tour arrangements that
involve any restaurant or bar areas Pre-
arrangement for table planning and room layout
• Menu planning for certain meals, functions or events
• Liaison with Security staff regarding visitors.

F. Management
• Notifying management of the arrival where management has indicated
they want to welcome the VIP on arrival.

G. Laundry
• Determine the number of laundry staff
required to meet shift demands
• Planning of daily
• Determine when the laundry needs to be
open or closed

H. Kitchen
• Knowing the number of guest arrivals each
day helps with the ordering of food required
for the restaurants and particularly room
service.
• It also assists with shift planning of staff.

Inform colleagues
The usual ways of notifying others in the
property about special requests can
include:
• Printed standard daily reports
• Verbal notification.
Activity 1. Finding responsible department
Direction: Identify the following task and choose your answer among the following
department: Front Office, Housekeeping, Security, Sales and Marketing,
Engineering

____________________ 1. Clean the lobby of the hotel

___________________ 2. Handle reservations by fax
____________________ 3. Keep records of incidents and emergencies
____________________4. Take care of linen repairs
____________________ 5. Creating a brochure to promoting the hotel to potential guests
____________________ 6. Repair a leaking faucet
____________________ 7. Respond to a report of someone trying to open guest room doors
____________________ 8. Recommend places to go sightseeing
____________________ 9. Learn what guests need and want
____________________ 10. Maintain elevators

Activity 2. Enumeration
Direction: List the general steps on how to prepare the reception area for guest arrival in
your own word.

1. _____________________________________________

2. _____________________________________________

3. _____________________________________________

4. _____________________________________________

5. _____________________________________________

6. _____________________________________________
Activity 3: Role Playing
Direction: Perform a short role play/ skit that show how to prepare for guest arrival.
Ask somebody to take a video. Rubrics below will be guide to assess your
performance.

Role Playing Poor Fair Good

Rubric 1 pts 3 pts 5 pts
Student delivery is Student displays some Students display a
Fluency choppy, unnatural level of natural natural delivery of
and unpleasant. delivery. language and a high
level of confidence using
English.
Overall appearance Well groomed. Choice Overall appearance is
Appearance is untidy. in clothing is neat. Choice in clothing
appropriate is acceptable. Well
groomed.
Video Video is shaky and Video is mostly steady Video is well shot,
Production hard to hear. with decent audio steady, and easy to
quality. hear.

Timeliness The video submitted The video submitted 1 The video submitted
3 days after the set day after the set before / within the set
deadline. deadline. deadline.

Activity 4: Demonstration
Direction: Students must accomplish this Self-Assessment Checklist.

SELF-ASSESSMENT GUIDE
Qualification FRONT OFFICE SERVICES NC II
Unit of Competency Provide Accommodation Reception Services
Covered
Instruction:
 Read each of the questions in the left-hand column of the chart.
 Place a check in the appropriate box opposite each question to indicate your answer
Can I? YES NO
 Prepare Reception Area for Guest Arrival
 Prepare and check functionality of reception area and all
necessary equipment.
 Check and review daily arrival details prior to guest’s arrival *
 Allocate rooms in accordance with guest requirements
 Follow up uncertain arrivals or reservations in accordance
with property standards
 Compile and distribute arrival list to relevant personnel.
 Inform colleagues on special situations in a timely manner.
I agree to undertake assessment in the knowledge that information gathered will only be
used for professional development purposes and can only be accessed by concerned
 assessment personnel and my manager/supervisor.

Candidate’s Name and Signature: Date:

Direction: Teacher use this Checklist to assessed students’ performance.

DEMONSTRATION CHECKLIST

Student’s Name: Date:

Teacher’s Name: Date:
Qualification FRONT OFFICE SERVICES NC II
Unit of Competency
Provide Accommodation Reception Services
Covered:
Instruction:
 Place a check in the appropriate box opposite each question if the students performed
the following task.
Did: YES NO
Prepare Reception Area for Guest Arrival
 Prepared and checked functionality of reception area and all
necessary equipment.
 Checked and reviewed daily arrival details prior to guest’s
arrival *
 Allocate rooms in accordance with guest requirements
 Followed up uncertain arrivals or reservations in accordance
with property standards

 Compiled and distribute arrival list to relevant personnel.

 Informed colleagues on special situations in a timely manner.

Comments / Suggestion:

Student’s Name over Signature: Date:

Teacher’s name over Signature: Date:

OVER ALL EVALUATION

Level Achieved Performance Levels
5 Can perform this skill without supervision and with initiative and
adaptability to problem situations.
4 Can perform this skill satisfactorily without assistance or supervision.
3 Can perform this skill satisfactorily but requires some assistance
 and/or supervision.
2 Can perform parts of this skill satisfactorily, but requires considerable
assistance and/or supervision.

POST – TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.

1. In order to present a professional image of the company a receptionist should _____

A. Leave confidential paperwork lying on the reception desk where everyone can
see it
B. Be calm and polite at all times, and deal with all of their enquiries in a
professional and courteous manner. 
C. Point out to visitors any shortcomings in their dress style.
D. Have pointless and casual conversations about the weather with all visitors.

2. To be a good employee in the hospitality industry you need _______________ skills to be

able to deal with guests and customers, to get along with others, and to be a good team
player.

A. Accountability Skills C. Only a & b

B. Interpersonal Skills D. None of above

3. While dealing with Guest - Always greet each guest with a smile in your voice as well as
your face_________?

A. False Partial C. Correct & partial in-correct

B. True D. I don't know

4. Interdepartmental communication means

A. Guest will not be checking out of a room on the current day.
B. A listing of required duties to be performed by an employee in a particular job.
C. Communication between departments.
D. Advertising products and service through mass communications such as
television - radio - and internet.

5. When does front desk clerk communicates to housekeeping and other departments in
hotel if guest arrived this day.

A. Arrival C. Departure
B. Pre-arrival D. Post-departure
REFLECTION
Direction: Answer the following question briefly and concisely. Use the space for your
answer.

1. Why is communication so important in the front office?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2. Why does guest need to register?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

3. How hotel guest first impression is important.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 __________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Week 3 Welcome and Register Guests

Name: _____________________________________ Section: ______________________

Objectives: Welcome and register guests

2.1. Welcome guests warmly and courteously
2.2. Confirm reservation details with guests
2.3. Register guests with or without reservations
Code: TLE_HEFS9-12PR-IIc-d-1

Time Allotment: 1 Week

PRE- TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.

1. It means that the room is reserved but not in use or the reservation has been
cancelled.

A. Double occupancy C. Walk-in

B. No show D. Blocked room

2. When does front office staff confirm reservation information and provide general hotel
information.

A. Arrival C. Registration

B. Departure D. Reservation

3. While engaging with customer what should be done

A. Smiling while talking
B. Intruding customer privacy
C. Treating each customer with respect
D. None of the above
4. What is the best way to offer a personalized service to the guest?
A. Consistently address the guest by his name upon every conversation.

B. Provide guest with accurate hotel information

C. Answer all guest inquiry

D. Either B or C

5. Which of the following is the most courteous way of advising the guest that a package
is no longer available?

A. Mr. Smith, the package is no longer available

B. Mr. Smith, you can check other available packages

C. I’m sorry Mr. Smith, but there is no such package here.

D. I’m sorry Mr. Smith, but the package you want to avail is not valid anymore.

KEY CONCEPTS
Reception staff should ensure every guest receives a welcoming and professional
greeting when arriving at the establishment. Remember that reception can be the first
face-to-face contact with the guest and this meeting can therefore have a lasting
impression.

Welcoming guests
In all instances, the verbal welcome offered must
conform to any establishment policies or directives, but will
generally contain:

• A greeting
• The establishment’s name
• The guest’s name or title if appropriate
• An offer of assistance.

Determining if guest has reservation and confirm and explain reservation

Details

Once you have greeted the guest, you must next confirm the details of their
reservation –if they have one. Not every guest who wishes to check-in to an establishment
has previously made a reservation.

Guests with a reservation

  If the guest does have a reservation, the reception staff may find their details on the
Registration Card either manual or computerized. There is a prepared pre-printed
Registration Card for a guest to sign or confirmed.
 If no previous reservation has been made, the guest must complete a blank
Registration Card.

Confirming details of reservation

 Where the guest has a booking, their name must
first be ascertained – from the Booking Slip or the
computer – and then the details of their booking
confirmed face-to-face during their arrival or you
can send the confirmation through their email
address after the reservation process.

Verification should cover

 Name of the guest/s with special attention to clarifying any unusual name to
ensure you have the spelling correct.
 Contact details of the guest
 Length of stay
 Method of payment

Determine if guest is a walk-in and identify if room is available

A ‘walk in’ is a guest who walks in through the door seeking accommodation for the
night without having made a reservation.

Guests without a reservation

 When a Walk-in arrives: Welcome them as per
standard policy and procedures.
 Determine their accommodation needs – how
many nights, type of room, any special
requirements
 Advise the guest of what is available.
 When an appropriate room and rate has been
agreed it is usually good practice to ask how the
guest will be paying the account before proceeding
with the check-in.
 Once an acceptable payment method has been established the check-in process
will proceed; most establishments will require a walk-in to pay for their room in
advance.
 If the guest is paying with a credit or charge card it may be standard practice to
swipe the card through an EFTPOS machine or manually obtain an imprint of the
card.
 If the guest is paying by Cash the establishment "Cash Policy" will apply.

Hotel Policy
 Many establishments have a hotel policy not to allow intoxicated, violent or
quarrelsome people to check into their hotel. As the staff on reception you will be
responsible for "turning away" these guests.
 It is often standard policy to recommend an alternative venue to guests when
declining a guest.
No rooms available
 During times of peak occupancy, you might have to
decline a guest’s accommodation request because your
hotel is fully booked. This means there are absolutely
no rooms available for any person without a
reservation.
 Activities might include checking for potential no-
shows, allowing for late check-ins, upgrading regular
guests to suites, and phoning guests who have not
arrived at the due time.

Complete guest registration process

 All guests in an accommodation property are required by law to register. This
usually
takes the form of completing a ‘registration card’, a document that must be filled in
and signed by the guest to obtain a room. By signing the registration card, the
guest is entering into a contract with the property to pay for services it provides.

Proof of guest identity

 This is usually done with the inspection of a guest’s
passport and/or visa (as appropriate). Some hotels will
take a copy of the documents to keep on file and some
may even keep the passport for a few days.

Completing the registration card

 If you are using a PMS, the computer will have printed
a registration card for each arriving guest with a reservation for the day and this
will include all the details given in the reservation. All you need to do is ask the
guest to check that the details are correct, make any necessary changes and sign
the card.
 If your property does not have a PMS, the guest will need to fill in the registration
card. If you have the guest’s details in your Guest History card file, you may type
the registration card in readiness for the guest’s arrival and the guest need only
sign the card.

The guest’s signature

 All guests are required to sign the registration card or registration sheet. The only
exception to this might be a VIP –where the signature is not actually required as a
representative from the VIP group can sign on behalf of the guest.

Issue keys and vouchers as required

 Once a guest has registered and you have given them information about your
property, they will need to know their room number and obtain a key access for
their room.

 Before you hand the key to the guest or porter, see to it that:
 Check that the room is CLEAN AND VACANT.
  State clearly the room number and, if the number is written anywhere such as a
check-in booklet or welcome brochure, show the guest where the room number is
printed
 When handing over the key briefly state the main points about the room that the
guest needs to know. If the guest has made any specific requests regarding the
room in their booking, relate your presentation to these
 Check that the key is the correct one for the room.
 Explain to the guest anything unusual about the operation of the key.
 Hand the key to the guest or porter.
Explaining the use of key cards
The types of keys used by establishments can vary
between establishments.
 Some types of keys include:
• Normal door key type
• Card key – this card is inserted into a slot in the
door. Insert the card key into a slot/device on the
wall to activate the power in the room. Card keys
can also be programmed to open certain guest
facilities like the gymnasium and swimming pool areas.

Vouchers
 If guests book their accommodation through a
travel agent or airline they may be issued with
‘vouchers’ for various aspects of their trip.
 These vouchers are documents used in
exchange for services provided by the
establishment.

Guest Mails and Parcels

 Guest currently staying in the hotel are called “In-house”
or “Present Guests”. In case the guest is in the hotel then
the mail for such guests is either sent to the room with the
Bell boys or handed over to the guests in person when they
come to the front desk.

Handling Hotel Guest Messages and message Format

 The telephone guest messages are usually
handled by the telephone operator or by the
Hotel front office staff.
 Messages taken by the staff should be time-
stamped and one copy of the same should be
placed on the guests mail rack and another
copy to be slipped under the guest room.
 If the guest room telephone has a light
indicator then switched ON in order to alert
guest that a message is waiting at front desk.
 If hotel equipped with Property Management software (PMS) messages can be relayed
through EPBX or telephone system. Similarly, messages can be also displayed on
guestroom television if the hotel has an interface between the In-Room Entertainment
system and the PMS.
 Voice Mail are devices which can record messages for guests. A caller wishes to leave a
message and recorded in voice mailbox system. To retrieve dial a special number
dedicated to connect voice mailbox and listen recorded messages.

Activity 1: Registration status

Direction: Match column A with column B. Write your answer on the space provided.
Answer Column A Column B
_____ 1. It pertains to a guest who guaranteed his reservation A. Blocked
but did not register in the hotel. room/Number
_____ 2. This is a guest who registers to the hotel without out
reservation. B. Double
_____ 3. It describes a guest with reservation who expect to Occupancy
arrive after the hotel’s designated time. C. Guaranteed
_____ 4. It refers to room which was set aside for the No Show
incoming guests as agreed by the hotel and guest D. Late Arrival
company.
_____ E. Walk in
5. It means that two people stay and share in a
reserved room without incurring extra charges.

Activity 2: Compare and contrast

Direction: Using the internet find at least 3 types of registration cards - record the details
that are listed. Use the table below.
Example: Tavern Hotel Gateway Hotel Parkway Hotel
The following details can be The following details can be The following details can be
found in Registration card: found in Registration card: found in Registration card:
 Name  Name  Name
 Address  Address  Address
The following details cannot The following details cannot The following details cannot
be found in other 2 hotel’s be found in other 2 hotel’s be found in other 2 hotel’s
Registration card: Registration card: Registration card:
 Fax No.  Email adress  FB account

Hotel name: ______________ Hotel name: ______________ Hotel name: ______________

The following details can be The following details can be The following details can be
found in Registration card: found in Registration card: found in Registration card:
 The following details cannot The following details cannot The following details cannot
be found in other 2 hotel’s be found in other 2 hotel’s be found in other 2 hotel’s
Registration card: Registration card: Registration card:

Activity 3. Script Writing

Direction: Prepare the dialogue you would use to a guest who is a walk-in. Detail the
questions you would need to ask. Rubric below will be the basis in grading your
work.

Example:
F.O: Good Morning Ma’am, Welcome to ABC hotel, how may I help you?
Guest: Good Morning, is there any available room?
F.O: yes mam, we have still available rooms, what type of room you want ma’am?
Guest: a suit room with sea view.

Script Writing Excellent Good Fair Poor

Rubric 5pts 4pts 3pts 2pts
Grammar & Writer makes 1-2 Writer makes 3-4 Writer makes Writer makes
Spelling errors in errors in grammar or 5-6 errors in more than 6
grammar or spelling. grammar or errors in
spelling. spelling. grammar or
spelling.
Written in Script The script is The script is mostly The script is The script is NOT
Format written in the correct. slightly written in script
correct format. correct. format.
Easy to Script is easy to Script has parts that Script is Script does NOT
Understand and understand and are confusing but the difficult to make sense.
Follow follow. overall intention is read and
clear. understand.
Timeliness Demonstrate Demonstrate within Demonstrate Demonstrate 3
within the the day of the 1-2 day after days after the
scheduled time. scheduled time. the scheduled time.
scheduled
time.

Activity 4: Designing a registration card

Direction: Using your findings in activity 2, design a registration card. Rubric below will
the
basis in grading your project.

Designing a Excellent Good Fair Poor

Registration 5pts 4pts 3pts 2pts
Card
Goes over and above Includes all of the Missing one or Several
all the required required elements more of the required
 Content elements stated in as stated in the required elements elements are
the directions & directions/instru as stated in the missing from
instructions ctions directions/instru the project
ctions
The ideas are The ideas are The writing is not The writing
arranged logically. arranged arranged lacks any
Organization They flow smoothly logically. They are logically. semblance of
from one to another usually clearly Frequently, ideas logical
and are clearly connected to each fail to make sense organization.
connected to each other. together.
other.

Timeliness Submit within the Submit 1-2 day Submit 3 days Submit 5 days
scheduled date. after the after the after the
scheduled date. scheduled date. schedule date.
POST – TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.

1. What is the best way to offer a personalized service to the guest?

A. Consistently address the guest by his name upon every conversation.

B. Provide guest with accurate hotel information

C. Answer all guest inquiry

D. Either B or C

2. While engaging with customer what should be done

A. Smiling while talking
B. Intruding customer privacy
C. Treating each customer with respect
D. None of the above

3. Which of the following is the most courteous way of advising the guest that a package
is no longer available?

A. Mr. Smith, the package is no longer available

B. Mr. Smith, you can check other available packages

C. I’m sorry Mr. Smith, but there is no such package here.

D. I’m sorry Mr. Smith, but the package you want to avail is not valid anymore.

4. It means that the room is reserved but not in use or the reservation has been
cancelled.

A. Double occupancy C. Walk-in

B. No show D. Blocked room

5. When does front office staff confirm reservation information and provide general hotel
information.

A. Arrival C. Registration

B. Departure D. Reservation

REFLECTION
Direction: Desicuss briefly and concisely.

1. How to deal if guest has a status booking of:

A. Guest with reservation
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

B. Guest without reservation

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

2. Why we should have to confirm the booking early?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 3. How to verify a guest identity?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Week 4 Welcome and Register guest

Name: ____________________________ Section: _____________________

Objectives: Welcome and register guest

2.4Follow correct accounting procedures.
2.5Explain clearly relevant details such as room key/electronic cards, guest
mail, messages, and safety deposit facility arrangements to guests
2.6Follow correct enterprise procedures where rooms are not immediately
available or overbooking has occurred.
2.7Monitor guest arrivals and discrepancies between actual and report expected
arrivals.
Code: TLE_HEFS9-12PR-IIc-d-11

Time Allotment: 1 Week

PRE- TEST:
Direction: Read the following questions carefully and choose the letter that best describe
the statement. Encircle the letter of the correct answer.

1. Pre-registration occurs during:

A. Reservation- guaranteed
B. Reservation non-guaranteed
C. Registration- late arrival in reservation
D. Registration- early arrival in reservation
 2. No rooms are available hotel will "walk the guest”, quoted words means.
A. Hotel will take a tour to a guest.
B. Tell directly to the guest that there is no available room.
C. No action to be taken from front desk.
D. Tells the guest that there is no available room but you can recommend her
to another hotel with same rate and facilities.

3. Tell the guest about the hotel facilities for example the pool and restaurant are
under what hotel processes?
A. Reservation process
B. Registration process
C. Accounting process
D. Check-out process

4. 1. never announce the room number 2. provide directions to room on a map; 3.

describe hotel features; 4. key codes; 5. keyless entry systems; 6. bell service
options, this signifies:
A. Bellman job
B. Master folio
C. Security reason
D. Fulfill guest satisfaction

5. As a front desk person how would you handle a situation when the credit card is
declined.
A. Ask guest to pay in cash.
B. Ask for another credit card.
C. Say directly that credit card is declined without taking any action.
D. Do not register guest.

KEY CONCEPTS
Once the details about the guest’s reservation have been checked and confirmed
with the guest and the registration form have been completed, reception staff may arrange
for the guest to be escorted to their room. Reception then commences accounting
procedures.

Follow internal accounting protocols

Once the details about the guest’s reservation have been checked and confirmed
with the guest and the registration form have been completed, reception staff may arrange
for the guest to be escorted to their room. Reception then commences accounting
procedures.
Accounting protocols
A. Credit cards and credit limits
 Most establishments will accept payment via credit
card.
 All guests (including walk-ins) who are paying by
credit card are asked to supply the card at check-
in.
 The Card is swiped and automated credit is held
on the credit card. This receipt will be held as
security on room payment.
 If the final account for the guest’s entire duration of stay is over this Floor Limit,
then this authorization will need to be sought from the credit card company.

B. EFTPOS
 Some establishments have EFTPOS (Electronic Funds Transfer at Point of Sale)
terminals to accept payments.
 The EFTPOS system offers a banking service of deducting money from a
customer’s savings or cheque account and depositing it into the establishment’s
account.

C. Cash
 If a guest is asked to prepay for room charge, cash is the usual form of
payment.
 In most establishments, the cash policy relating to prepayment is: The guest
must pay one night’s accommodation at check-in, plus an extra for any
incidentals that may be used such as mini-bar or telephone. If the guest does
not use any facilities, the money is refundable on check-out.

D. Foreign currency
 Guest’s paying by traveler’s cheque or in foreign
currency are also considered cash customers and
their names are automatically placed on the Cash
List.
 The exchange in most establishments is organized
by the establishment’s accounts department and is
lower than the published rate that may be offered
by the banks.

E. Traveler’s cheques/Travel cards

 If the guest wishes to pay for their account by
traveler’s cheque (or simply cash a traveler’s
cheque), it must be countersigned in front of the
cashier.
 The guest has a travel card (similar to a credit
card) with a specified amount of money that has been purchased in the local
currency.

F. Personal cheques
 Personal and business cheques will only be accepted as payment where
previous arrangements to do so have been organized, or in situations where the
owner/manager knows the guest personally.
 It is standard procedure in many establishments when a guest wants to pay by
cheque that they are offered another alternative such as credit card payment or
EFTPOS.

G. Direct charging (billing)

 This method of payment is common for regular guests, especially where they are
of a business nature such as travelling representatives, executives or airlines
crew.
 Generally, a list of the names of companies/organizations who have previously
arranged direct billing with the establishment is kept at the front desk for quick
reference.
 At check-out a guest whose account will be paid for via direct billing will check
their account for accuracy, sign the account, and then it will be processed in
accordance with establishment policies and procedures by the accounts
department.

H. Deposits
 Where the guest has made a reservation, they may need to pay a deposit to
secure the room.
 Standard requirements may include:
A. Issuing a receipt for the deposit
Sending the receipt to the client along with booking confirmation, venue
details etc. This is optional: many properties keep the receipt on file and
present it when the guest arrives in the form of their account at check-out
together with a verbal mention on check-in that their deposit has been
received and credited to their account

I. Pre-payments
 Pre-payments are the full payment for a room/stay in advance.

G. Issuing receipts
 It is standard practice for all establishments to issue a receipt for all payments
received.
 Follow the procedures that apply in your country or workplace for receipts but
common options are:
a. The print out receipt from a register/terminal where a sale is processed
through a register/terminal
b. The account presented to the guest after payment has been received and
processed showing all the transactions on that account (deposits
received, purchases made during the stay, accommodation charges and
the final payment/settlement of the account) that should leave a final
balance of zero once payment has been received.

K. Applying discounts to guests

 An establishment is likely to have a number of different room rates.
a. Rack Rate
Often referred to as ‘Standard Rate’, ‘Published Rate’, ‘Full Rate or ‘Full
Rack Rate’, this is the most expensive rate for a room.
b. Corporate Rate
This is a discounted rate offered to companies that are willing to
guarantee
 a minimum number of rooms (often 50 plus) throughout the year.
c. Convention/Conference Rate
This is a discounted rate offered if the guest is attending a convention at
the establishment.
d. Industry Rate
This is a discounted rate offered if the guest works in the hospitality or
tourism industry.
e. Crew Rate
This is a discounted rate offered if the guest works for an airline.
f. Group Rate
This is a discounted rate offered if guests have common interests and are
making a booking together.
g. Tour Rate
This is a discounted rate organized between tour companies and the
establishment by virtue of the volume of rooms that will be sold.
h. Package Rate
This is a discounted rate offered in some establishments to increase
occupancy: also known as ‘Special Deals’ or ‘Specials’.

Room and house facilities and services to guests

 Part of the service that should be provided to guests should include an
explanation of the facilities and services of the property.

a. Safety deposit boxes

Some establishments provide their guests with safety
deposit boxes to store valuable items. The usual system
is for a small safety box to be located in each room.

Describing the room and hotel facilities

 The opportunity to describe facilities may occur at any time during a guest’s
stay. As a Receptionist you are required to know about all areas of the
property, from food and beverage to housekeeping and business center
services.

Informing guests of local attractions

 This information is found in a variety of directories, guide books, pamphlets
and tourist publications. Most establishments have a brochure rack which
contains a wealth of information on local attractions, activities and
restaurants.

Using selling techniques to sell services

 You should take every opportunity to ‘sell’ your establishment’s facilities. This
simply means offering information to the guests in such a way that it will
attract their attention and encourage their use of your establishment services,
rather than others.
 Offer more than the guest is asking for; suggest reserving a suite on their next
stay if appropriate.

Cross-selling
  If your company has other accommodation establishments in another area, or
perhaps its own car hire company, suggest the guest use these.

Informing guests of relevant information about their stay

 At some point when registering a guest, the Receptionist should inform the
guest of the room rate. Often, this is written on the same document which
contains the room number and is given to the guest with the key.

Standard house protocols for problem situations

 It is important when dealing with problem situations that all possible action is
taken to maintain service standards even where rooms may not be available.

a. Overbooking
1. It may be common practice to deliberately accept more reservations
than the property can physically accommodate – this is referred to as
overbooking.
2. The overbooking figure will include consideration of the previous ‘No
Show’ percentage cancellations and early check-outs for the same time
period over a number of years.
3. An establishment may overbook by 5% or 10 when it may not overbook
at all – but operate a Wait List and fully paid reservations.
4. Bumping a guest means sending them to another property, of the
same standard and same price structure.

 As soon as you know an overbooking situation is about to occur action

must be taken to:
a. Calculate the extent of the overbooking problem about to be faced – how
many guests does it involve?
b. Identify those who will be bumped – identify the guests whose loss will
have least impact on the property
c. Confirm any bookings that have still not been confirmed
d. Upgrade your regular guests into suites that have not been reserved for
the night in order to free up a regular room for another guest as free
charge.
e. Check for any guests who have passed the designated arrival time (allow
an extra hour) then consider them as cancelled. You might even call the
contact number to check if they still intend to arrive at your hotel
f. Contact other establishments to determine their potential to accept
bumped guests
g. Identify when bumped guests can be moved back to your property.

Room not ready

Often, if a guest arrives early in the day before the guaranteed check-in time, their
room may not be immediately available. In these cases:
1. Check your room allocation system to see if there is a room other than
the one assigned to the guest that fits the criteria and is vacant and ready
for use.
2. If it is not possible to change an allocation and a guest must wait for their
room: Check what time the room will be available for the guest with your
Housekeeping department.

Blacklisted guests
 Blacklisted guests are always turned away. Your hotel will have a policy and
procedure to deal with blacklisted guests.

No reservation to be found
 What do you do if there is no reservation for the guest?
a. Never let the guest know you are not expecting him or her, as this can
make both you and your property appear disorganized and
unprofessional
b. Check the day’s arrivals for an alternative spelling of a guest’s name.
c. Hand the guest a registration card if you have a room and proceed as
normal to book him in and assign a room.
d. Refer the matter to your supervisor and follow the procedures outlined by
your property if you do not have a room available

Monitoring and checking arrivals

 This may include:
a. Identifying No Shows and processing legitimate charges that may be
levied against them.
b. Check the types of reservations.
c. Any guests who have passed their arrival time but have not turned up
need to be contacted using telephone or email.
d. Notifying those on the Wait List and offering them accommodation.
e. Checking the system details for accuracy.

Activity 1. My Personalized Procedure

Direction: Write you own procedure in welcoming and registering guest based on what
have you learned in your discussion. Rubric below will be the basis in grading your work.

Criteria Excellent Good Fair Poor

5pts 4pts 3pts 2pts
Goes over and above Includes all of Missing one or Several
all the required the required more of the required
Content elements stated in elements as required elements
the SOP in stated in the SOP elements as are missing.
welcoming and in welcoming and stated in the SOP
registering guest registering guest in welcoming and
registering guest
The ideas are The ideas are The writing is not The writing
arranged accordingly. arranged arranged lacks any
Organizatio They flow smoothly accordingly. They accordingly. semblance
n from one to another are usually Frequently, ideas of logical
and are clearly clearly connected fail to make organization
connected to each to each other. sense together. .
other.
Procedure is easy to Procedure has Procedure is Procedure
Easy to understand and parts that are difficult to read does NOT
Understand follow. confusing but the and understand. make sense.
and Follow overall intention
is clear.
Submitted within the Submitted within Submitted 1-2 Submitted 3
scheduled time. the day of the day after the days after
 Timeliness scheduled time. scheduled time. the
scheduled
time.

Activity 2. Delivering Guest Message

Direction: Read and understand the conversation. Write the guest message on the form
below

TELEPHONE OPERATOR CONVERSATION

October 29, 2020, 9:00Am

Operator (Dan): "Good Morning - thank you for calling JDC hotel, how may I help you? "
Guest (Mr. Dy) : “I need to speak Mr. Sy , he is currently checking-in in your hotel".
Operator (Dan): “Wait for a while sir, I will check if Mr. Say is with us. Sorry to inform you
sir but Mr. Sy leave the hotel, but might came back this afternoon, would
you like to leave a message.”
Guest (Mr. Dy): “Please tell him that I am calling and we will have a meeting this evening
October 29, 2020 regarding my business proposal at Z hotel”.
Note: Mr. Sy occupy room 405.

1. Message for
2. Room No
3. Date
4. Time
5. Created by
Message
Dear ______________
 6.

Regards,

____________________

Activity 3. It’s all about net surfing

Direction: Using the web, search the following:

A. list 3 types of credit cards and the benefits of using them.

________________________ ________________________ ________________________

Card name Card name Card name

Benefits: Benefits: Benefits:

  

B. locate 3 hotels of your choice and define the room facilities in 2 different types of
rooms in each hotel.
 ________________________ ________________________ ___________________________
Hotel name Hotel name Hotel name

Room 1: Room 1: Room 1:

Room 2: Room 2: Room 2:

Activity 4: Demonstration
Direction: Students must accomplish this Self-Assessment Guide, this will be the basis of
the teacher if the students are ready to demonstrate welcoming and registering guest.

SELF-ASSESSMENT GUIDE

Qualification FRONT OFFICE SERVICES NC II

Unit of Competency Provide Accommodation Reception Services
Covered:
Instruction:
 Read each of the questions in the left-hand column of the chart.
 Place a check in the appropriate box opposite each question to indicate your answer
Can I? YES NO
Welcome and Register Guest
 Welcome guests *

 Confirm reservation details with guest

 Register guests with or without reservations according to

establishment systems and procedures

 Apply correct accounting procedures *

  Issue room key/electronic cards, guest mail and messages to
guest

 Follow procedures where rooms are not immediately available

or overbooking has occurred Monitors and reports
discrepancies in guest arrivals *

 Monitor and reports guest arrivals and discrepancies between

actual and expected arrivals are reported in accordance with
property standards.
Perform “During Stay” Functions
 Address all guest requests during in-stay according to
property standards.

 Respond promptly to inquiries to guests’ satisfaction.

I agree to undertake assessment in the knowledge that information gathered will only be
used for professional development purposes and can only be accessed by concerned
assessment personnel and my manager/supervisor.

Candidate’s Name and Signature: Date:

Direction: Teacher used this checklist to assess your students’ performance.

DEMONSTRATION CHECKLIST

Student’s Name: Date:

Teacher’s Name: Date:
Qualification FRONT OFFICE SERVICES NC II
Unit of Competency
Provide Accommodation Reception Services
Covered:
Instruction:
 Place a check in the appropriate box opposite each question if the students performed
the following task.
Did: YES NO
Welcome and Register Guest
 Welcomed guests *

 Confirmed reservation details with guest

 Registered guests with or without reservations according to

establishment systems and procedures

 Applied correct accounting procedures *

 Issued room key/electronic cards, guest mail and messages

 to guest

 Followed procedures where rooms are not immediately

available or overbooking has occurred Monitors and reports
discrepancies in guest arrivals *

 Monitored and reports guest arrivals and discrepancies

between actual and expected arrivals are reported in
accordance with property standards.
Perform “During Stay” Functions
 Addressed all guest requests during in-stay according to
property standards.

 Respond promptly to inquiries to guests’ satisfaction.

Comments / Suggestion:

Student’s Name over Signature: Date:

Teacher’s name over Signature: Date:

OVER ALL EVALUATION

Level Achieved Performance Levels
5 Can perform this skill without supervision and with initiative and
adaptability to problem situations.
4 Can perform this skill satisfactorily without assistance or supervision.
3 Can perform this skill satisfactorily but requires some assistance
and/or supervision.
2 Can perform parts of this skill satisfactorily, but requires considerable
assistance and/or supervision.

POST-TEST:
1. Pre-registration occurs during:
A. Reservation- guaranteed
B. Reservation non-guaranteed
C. Registration- late arrival in reservation
D. Registration- early arrival in reservation

2. Tell the guest about the hotel facilities for example the pool and restaurant are
under what hotel processes?
A. Reservation process
 B. Registration process
C. Accounting process
D. Check-out process

3. 1. never announce the room number 2. provide directions to room on a map; 3.

describe hotel features; 4. key codes; 5. keyless entry systems; 6. bell service
options, this signifies:
A. Bellman job
B. Master folio
C. Security reason
D. Fulfill guest satisfaction

4. No rooms are available hotel will "walk the guest”, quoted words means.
A. Hotel will take a tour to a guest.
B. Tell directly to the guest that there is no available room.
C. No action to be taken from front desk.
D. Tells the guest that there is no available room but you can recommend her to
another hotel with same rate and facilities.

5. As a front desk person how would you handle a situation when the credit card is
declined.
A. Ask guest to pay in cash.
B. Ask for another credit card.
C. Say directly that credit card is declined without taking any action.
D. Do not register guest.

REFLECTION
1. It is 3:30hrs on a Tuesday and so far, all expected arrivals have checked-in. The
establishment is using a 5% overbooking policy and you are booked to 105% for
tonight. Your experience, the weather, and a range of other factors give you the
feeling that today is going to be one of those days when everyone who has booked is
going to arrive. What action might you start to take at 3:30hrs to prepare for the
arrival of people with bookings that you can’t accommodate?
REFERENCES
ASEAN 2013, Trainee Manual / Provide accommodation reception services

BailiffTrout7, “Learning Materials Front Office 9 K to 12 Basic Education Program”,

https://www.coursehero.com/file/54711423/LM-FRONT-OFFICEpdf/

TESDA Training Regulation / Competency-Based Curriculum “Front Office Services

NC II, www.tesda.gov.ph.

Electronics

https://s3-ap-southeast-1.amazonaws.com/asean
asia/documents/toolboxes/Provide%20accommodation%20reception
%20services/TM_Provide_accomm_reception_services_refined.pdf

ANSWERS KEY
Week-1
Pre-test: Activity 1: Activity 2:

1. C 1. D  Pre-registration
2. C 2. D  Registration
3. B 3. C  Double Occupancy
4. B 4. D  Occupancy
5. D 5. C  Late-arrival
 Greetings
 Walk-in
Activity 3: Activity 4: Post-test:

Students responses may vary Students responses may vary 1. B

2. D
3. B
4. C
5. C

Reflection
Date: Jan. 04,2021
Room Room Arrival Departure Reservation
Name Room Rate VIP
No: Type Time Date Status
Single January 05,
 Juan Dela Cruz 101
Room
6:00AM
2021
P1,000.00 Confirmed
 January 07,
Sarah Geronimo 303 Suit Room 10:00AM 15,000.00 Confirmed
2021 /
Single January 06, 2,000.00
Peter Avila 103 12:00NN Confirmed
room 2021
Double January 06,
Ana Reyes 201 2:00PM 5,000.00 Confirmed
Room 2021
Double January 05,
Mary Sy 203 5:00PM 2,500.00 Confirmed
Room 2021

Room Availability: use crayon to blocked the room

ROOM AVAILABILITY BOARD
Date:01-
04-21 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 23 24 25 26 27 29 30 31

Single                                                        
101                                                    
102                                                        
103                                                        
Double                                                        
201                                                        
202                                                        
203                                                        
Suit
Room                                                        
301                                                        
302                                                        
303                                                        
Color Coded: Occupied Reserved For cleaning

Vacant Out of order

Week-2
Pre-test: Activity 1: Activity 2: Activity 3:
6. C 1. Housekeeping
7. A 2. Front Office Students responses Students performance
8. B 3. Security may vary may vary
9. D 4. Housekeeping
10.B 5. Sales and Marketing
6. Engineering
7. Security
8. Front Office
9. Sales and Marketing
10.Engineering

Activity 4: Post-test: Reflection

1. B
Students 2. B Students responses
performance may 3. B may vary
vary 4. C
5. B

Week-3
Pre-test: Activity 1: Activity 2: Activity 3:
11.B
1. C
12.A
13.C 2. E Students responses Students responses
14.D may vary may vary
3. D
15.D
4. A
 Week-4
Pre-test: Activity 1: Activity 2: 1. Mr. Sy
16. A 2. 405
17. D Students
18. B responses may 3. October 29, 2020
19. D vary 4. 9:00Am
20. B 5. Dan
6. we will have a meeting this
evening October 29, 2020 regarding
my business proposal at Z hotel

Activity 3: Activity 4: Post-test: Reflection

1. A
Students Students 2. B Students
responses may performances 3. D responses may
vary may vary 4. D vary
5. B