Fos Sag

TESDA-OP-QSO-02-F07
Rev.No.00-03/01/17
Reference No. FOS 2 2 0 3 0 8 1 2 2 0 0
to be filled out by the Processing Officer
SELF-ASSESSMENT GUIDE
Qualification FRONT OFFICE SERVICES NC II

Unit of Competency • Receive and Process Reservations
Covered • Operate a Computerized Reservation system
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
RECEIVE RESERVATION REQUEST
Acknowledge customer making a reservation using property
standards
Determine request availability of room
Offer alternatives, including waitlist options, if requested
booking is not available.
Answer inquiry regarding rates and other product features
accurately
RECORD DETAILS OF RESERVATIONS
Record complete customer details in the system accurately
Check and use guest profile/history if available in making the
reservation
Record special request clearly in accordance with establishment
requirements
Complete, explain and confirm reservation details of customer
bookings
File reservation according to property standards.
Prepare and issue documents and other materials to the
customer in accordance with the requirements of the specific
reservation
UPDATE RESERVATIONS
Record or update reservation payments and deposits of the
reservation accurately in accordance with the property
standards
Receive, process and record amendments and cancellations of
reservations in accordance with customer request and
property standards.
TRSFOS213-1013 1
Front Office Services NC II
ADVISE OTHERS ON RESERVATION DETAILS
Communicate general and specific customer requirements
and reservation details to appropriate departments and
colleagues.
Address follow up on customer requests and ensures that all
specific requirements in his reservation details are prior to
guest arrival.
OPERATE COMPUTERIZE RESERVATION SYSTEM BASED ON PROPETY
STANDARDS
Access and accurately interprets reservation system
Use all system features to access a range of information
CREATE AND PROCESS RESERVATIONS

Check availability of the required booking in accordance with
the system functions and requirements
Create new reservations using the format required by the
computerized system.
Retrieve bookings using the format required by the computer
system
Record, update and store amendments
Download and prints reservation details.

SEND AND RECEIVE RESERVATION COMMUNICATIONS
Create internal communications using the required features
of the system
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.
Date:
Candidate’s Name and Signature:
Evaluated by:
Qualified for Assessment
RUTH S. CATAPANG
AC Manager Not yet Qualified for Assessment
Date:
TRSFOS213-1013 2
TESDA-OP-QSO-02-F07
Rev.No.00-03/01/17
Reference No. FOS 2 1 0 3 0 8 1 2 2 0 0
Unit of Competency • Provide accommodation reception services
Covered • Provide concierge services
Instruction:
Can I? YES NO
PREPARE RECEPTION AREA FOR GUEST ARRIVAL
Prepare and checks functionality of reception area and all
necessary equipment.
Check and review daily arrival details prior to guests 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.
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.
TRSFOS213-1013 3
PERFORM “DURING STAY” FUNCTIONS
Address all guest requests during in-stay according to property
standards.
Respond promptly to inquiries to guests’ satisfaction.
ORGANIZE GUEST DEPARTURE
Review and check departure list.
Gather information on departing guests from other departments

to facilitate the preparation of account
Facilitate information of departing guest from other
departments.
Generate and explain guests’ accounts
Recover key electronic card from guest
Act or refer guest request to appropriate department
Process express and group express check outs
PREPARES FRONT OFFICE RECORDS AND REPORTS
Prepare and updates front office records.
Follow establishment policies with regards to room changes, no

shows, extensions and early departures
HANDLE GUEST ARRIVALS AND DEPARTURE
Review expected daily arrivals and departures and requests for
major guest movements
Direct guest to appropriate area for registration.
Assist guest on luggage
Escort guest to rooms and where appropriate courteously

shows/explains the establishment/room features
HANDLE GUEST LUGGAGE
Transport and delivering guest luggage to correct location within
appropriate timeframes
Operate luggage storage systems
Mark and store luggage to allow for easy retrieval
Place luggage within the storage system
RESPOND TO REQUEST FOR CONCIERGE SERVICES
TRSFOS213-1013 4
Provide concierge services promptly
Liaise with colleagues and other departments to ensure

effective response to guest request.
Distribute reports and record to appropriate departments.
Date:
Evaluated by:
RUTH S. CATAPANG
Date:
TRSFOS213-1013 5
TESDA-OP-QSO-02-F07
Rev.No.00-03/01/17
Reference No. FOS 2 1 0 3 0 8 1 2 2 0 0
Unit of Competency
Conduct night audit
Covered
Instruction:
Can I? YES NO
PROCESS INTERNAL FINANCIAL TRANSACTIONS
Double check transactions to ensure that they have been

posted in the property’s computerized system.
Identify and reconcile financial and systems discrepancies
according to property standards
Verify and reconcile room rates and room status.
Suggest internal financial system and control for

improvements in the property’s operation.
COMPLETE ROUTINE RECORDS AND REPORTS
Complete routine and report within designated timelines
Forward reports to appropriate persons and department

Date:
Evaluated by:
RUTH S. CATAPANG
Date:
TRSFOS213-1013 6
TESDA-OP-QSO-02-F07
Rev.No.00-03/01/17
Reference No. FOS 2 1 0 3 0 8 1 2 2
Unit of Competency
Provide club reception services
Covered
Instruction:
Can I? YES NO
PROVIDE INFORMATION ON CLUB SERVICES AND PROCESS MEMBERSHIPS
Provide accurate advice and information on club services and
facilities to customers and club members as required
according to established standards.
Explain club membership and club rules to the public and
members following the standard procedures
Explain membership application forms; completely filling it out
in accordance with enterprise standards
Record and maintains membership records according to
standard procedures
MONITOR ENTRY TO CLUB
Check membership badges/cards in accordance with
established cards
Assist guest to “sign in” accordance with government and
enterprise requirements
Check compliance of members in accordance with established
policy and procedures
Refer disputes over entry to club to security, supervisor or
other relevant person according to enterprise policy
Date:
Evaluated by:
RUTH S. CATAPANG
Date:
TRSFOS213-1013 7
Unit of
Competency Provide cashiering services
Covered
Instruction:
• Place a check in the appropriate box opposite each question to indicate your
answer.
Can I? YES NO
PREPARE GUEST FOLIO
Check and post late charges and unposted checks with
other departments.
Print and ready guest folio to be presented to guest.
Present guest folio for review and approval.
COLLECT CASH, CASH EQUIVALENTS OR NON-CASH TRANSACTIONS
Accept and counts cash in front of the customer
Process credit cards or debit cards according to property

standards.
Accept payment of foreign currency according to property
standards.
Process traveler’s check is processed according to
property standards
Process other billing settlement using property standards.
PROCESS RECEIPTS AND PAYMENTS
Process cash, cash equivalents or non-cash transactions

received from guest is accurately processed according to
property standards
Receipts are correctly issued and presented to guest
Record transactions to guest account in the computerized

system. Process check out guest based on property
standards.
Perform transactions to the satisfaction of guest and
according to property standards.
TRSFOS213-1013 8
RECONCILES FINANCIAL TRANSACTIONS AT THE END OF THE SHIFT.
Perform balancing of cash float in accordance with property

standards
Segregate and count cash, cash equivalents and non-cash.
Determine, tally and balance between computerized system

and sum of cash and non-cash transactions.
Record and process transactions according to property
standards.
Close cashier’s account based on property standards.
File and store source documents

Date:
Evaluated by:
RUTH S. CATAPANG
Date:
TRSFOS213-1013 9

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TESDA-OP-QSO-02-F07

Qualification FRONT OFFICE SERVICES NC II

Use all system features to access a range of information

CREATE AND PROCESS RESERVATIONS

Download and prints reservation details.

Allocate rooms in accordance with guest requirements

Follow up uncertain arrivals or reservations in accordance with

Inform colleagues on special situations in a timely manner.

WELCOME AND REGISTER GUEST

Confirm reservation details with guest

Register guests with or without reservations according to

Issue room key/electronic cards, guest mail and messages

ORGANIZE GUEST DEPARTURE

Review and check departure list.

Gather information on departing guests from other departments

Recover key electronic card from guest

Act or refer guest request to appropriate department

Process express and group express check outs

PREPARES FRONT OFFICE RECORDS AND REPORTS

Prepare and updates front office records.

Follow establishment policies with regards to room changes, no

Assist guest on luggage

Escort guest to rooms and where appropriate courteously

Mark and store luggage to allow for easy retrieval

Place luggage within the storage system

RESPOND TO REQUEST FOR CONCIERGE SERVICES

Liaise with colleagues and other departments to ensure

PROCESS INTERNAL FINANCIAL TRANSACTIONS

Double check transactions to ensure that they have been

Suggest internal financial system and control for

Complete routine and report within designated timelines

Forward reports to appropriate persons and department

Present guest folio for review and approval.

COLLECT CASH, CASH EQUIVALENTS OR NON-CASH TRANSACTIONS

Accept and counts cash in front of the customer

Process credit cards or debit cards according to property

PROCESS RECEIPTS AND PAYMENTS

Process cash, cash equivalents or non-cash transactions

Record transactions to guest account in the computerized

Perform balancing of cash float in accordance with property

Determine, tally and balance between computerized system

File and store source documents

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