Sector:

INFORMATION AND COMMUNICATION TECHNOLOGY (ICT)

Qualification:

COMPUTER SYSTEM SERVICING NCII

Module Title: Setting-up Computer Networks

TABUK CITY NATIONAL HIGH SCHOOL

Dagupan Weste, Tabuk City,Kalinga

COMPETENCY-BASED LEARNING
MATERIAL
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 TABLE OF CONTENTS

Title Page..............................................................................................................
Table of Contents …………………………………………………………………..…2
Instruction Page …………………………………………………………….…3-4
List of
Competencies………………………………………………………………….5

Module Content………………………………………………………………………6-
7

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 HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL
Welcome to the module “Computer System Servicing NC II.” This learning
resource is designed to help you develop the essential knowledge, skills, and attitudes
required to successfully complete the unit of competency: “Set-Up Computer
Networks.”
This module includes a variety of training materials and hands-on activities that
you will work through to achieve each learning outcome. For every learning outcome,
you will find the following components:
 Information Sheets – to provide you with the necessary background knowledge
 Job Sheets – to guide you through practical tasks
 Operation Sheets – to help you understand procedures and processes
 Activity Sheets – to reinforce your learning through exercises
You are encouraged to complete each activity independently and take the Self-
Check at the end of each section to assess your understanding.
If you encounter any difficulties or have questions along the way, don’t hesitate to
reach out to your teacher for guidance and support.

Recognition of Prior Learning (RPL)

You may already possess some of the knowledge and skills covered in this
module if you have:
 Been working in the field for some time, or
 Previously completed training in this area.
If you believe you are already competent in certain skills, speak with your trainer.
You may be able to have these skills formally recognized, which could exempt you from
repeating the same training. If you hold a qualification or Certificate of Competency from
previous training, present it to your trainer. Provided your skills are still current and
relevant to this module, they may be accepted as part of your evidence for Recognition
of Prior Learning (RPL). If you're unsure whether your skills are up to date, your trainer
can help you assess their currency.
Once you complete this module, your trainer will assess your competency. The
results of your assessment will be recorded in your competency profile.
This module is designed for self-paced learning. You are encouraged to
complete the activities at your own speed, with minimal supervision. Each learning
outcome includes one or more activities, followed by relevant information sheets to
support your understanding.
The goal of this module is to help you develop the required competency in
diagnosing and troubleshooting computer systems. It serves as a comprehensive
resource to guide your independent learning and skill development.

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 COMPUTER SYSTEM SERVICING NC II

COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

NO. UNIT OF COMPETENCY MODULE TITLE CODE

1 Install and Configure Computer Installing and Configuring Computer

Systems Systems

2 Set-up Computer Networks Setting-up Computer Networks

3 Set-up Computer Servers Setting-up Computer Servers

4 Maintain and Repair Computer Maintaining and Repairing Computer

System and Networks System and Networks

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 MODULE CONTENT

UNIT OF COMPETENCY : SET-UP COMPUTER NETWORKS

MODULE : SETTING-UP COMPUTER NETWORKS

MODULE DESCRIPTOR:
This module deals with the skills, knowledge and attitude required to set-up
computer networks through installation and configuration.
This module consists of four (4) learning outcomes. Each learning outcome
contains learning activities by instruction sheets. Before you perform the instructions
read the information sheets and answer the self-check and activities provided to as
certain to yourself and your teacher that you have acquired the knowledge necessary to
perform the skill portion of the particular learning outcome.
Upon completion of this module, report to your

NOMINAL DURATION:

LEARNING OUTCOMES:

At the end of this module you MUST be able to:

LO1. Install Network Cable

LO2. Set Network Configuration

LO3. Set Router\Wi-Fi\Wireless Access Point\Repeater Configuration

LO4. Inspect and Test the configured Computer Networks

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ASSESSMENT CRITERIA:

1. Cable routes are determined and planned in accordance with network design and
actual installation site.
2. Network materials necessary to complete the work are identified and obtained in
accordance with established procedures and checked against systems
requirements
3. Tools, equipment and testing devices needed to carry out the installation work are
obtained in accordance with established procedures and checked for correct
operation and safety
4. Appropriate personal protective equipment is used and OHS policies and
procedures are followed
5. Copper cable splicing is performed based on Electronic Industries
Alliance/Telecommunications Industry Association (EIA/TIA) standards
6. Network cables and cable raceway are installed in accordance with established
procedures and installation requirements
7. Installation work is performed and is checked to ensure no unnecessary damage
has occurred and complies with requirements
8. OHS standards and 5S principles are followed according to enterprise
requirements
9. Excess components and materials are disposed of based on WEEE directives
and 3Rs waste management program.
10. Network connectivity of each terminal is checked in accordance with network
design.
11. Any fault or problem in the network system is diagnosed and remedied in line with
the standard operating procedures.
12. Network interface card (NIC) settings are configured in accordance with network
design.
13. Communication checking between terminals are carried out in accordance with
OS network configuration guides
14. Unplanned events or conditions are responded to in accordance with established
procedures
15. Client Device systems settings are configured in accordance with manufacturers’
instructions and end user preferences
16. Local area network (LAN) port is configured in accordance with manufacturers’
instructions and network design
17. Wide area network (WAN) port is configured in accordance with manufacturers’
instructions and network design
18. Wireless settings are configured in accordance manufacturers’ instructions,
network design and end-user preferences
19. Security/Firewall/Advance settings are configured in accordance with
manufacturers’ instructions and end user preferences
20. Final inspections are undertaken to ensure that the configuration done on the
computer networks conforms with the manufacturer’s instruction/manual
21. Computer networks are checked to ensure safe operation.
22. Reports are prepared/completed according to company requirements.

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LEARNING OUTCOME #3 SET ROUTER\WI-FI\WIRELESS ACCESS
POINT\REPEATER CONFIGURATION

CONTENTS:
 Configuring Laptop and Desktop System Settings
 Configuring Network Storage Settings
 Configuring Network Printer Settings

ASSESSMENT CRITERIA:
1. Client Device systems settings are configured in accordance with
manufacturers’ instructions and end user preferences

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 CONDITIONS:
Students must be provided with the following:

Supplies/Materials
 Paper with Hotel logo
 Pen
 Hotel Brochures
 Printer Cartridge
 Invoices
 Credit notes

Equipment
 Computer with printer
 Facsimile machine
 Telephone
 Reservation system
 Internet connection

ASSESSMENT METHODS:
 Written test
 Role play
 Case study

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 Learning Experiences

Learning Outcome 3: UPDATE RESERVATIONS

Learning Activities Special Instructions

1. Read Information Sheet 1.3-1 Read the information sheet. Watch the VCD
Steps in processing modes of “From Check-in to Check-out” and the VCD
payments during reservations and “Revenue Ringing”- focusing on how payments
cancellations. were processed. If you believe you understood
the information sheet after reading, do Job Sheet
1.3-1
2. Do Job Sheet 1.3-1 Validate your performance with Performance
Processing payments. Checklist 1.3-1. If you get a satisfactory rating,
then read the next information sheet. If not,
repeat doing Job Sheet 1.3-1
3. Read Information Sheet 1.3-2 Read the information sheet. If you believe you
Steps in generating folios and understood the information sheet after reading,
issuing receipts, credit notes for do Job Sheet 1.3-2. If not, read information sheet
amended reservations. 1.3-2 again.
4. Do Job Sheet 1.3-2 Validate your performance with Performance
Generating Folios Checklist 1.3-2. If you get a satisfactory rating,
then read Information Sheet 1.3-3. If not, do Job
Sheet 1.3-2 again.
5. Read Information Sheet 1.3-3 Read the information sheet. If you believe you
Front desk techniques in verifying understood the information sheet after reading,
payments of reservations. answer Self Check 1.3-3. If not, read again
Information sheet 1.3-3
6. Answer Self Check 1.3-3 Compare your answer with Answer Key 1.3-3. If
you get all the correct answer, then proceed to
the next Learning Outcome. If not, read the
information sheet and do the self-check.

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 INFORMATION SHEET 1.3-1
Processing Modes of Payments
Learning Objectives: After reading this information sheet, you must be able to:
a. Determine the modes of payments as means of guaranteeing guest’s reservations,
either over the phone or in-person,
b. Observe accuracy in your transactions, and
d. Manifest courtesy in dealing with guests.
Types of Reservation
 Guaranteed Reservation
 Non-Guaranteed Reservation
Guaranteed Reservation
 It means that payments have been made by the customer, either partially or in
full – depending on the policy of the hotel – during the reservation process. This
assures the guest that the hotel will hold a room until a specific time of the day
following the guest’s scheduled arrival.
Types of Guaranteed Reservation
 Prepayment
 Requires that a payment in full be received prior to the guest’s day of arrival
 Credit Card
 Guaranteed by a major credit card accepted by the hotel. Some major credit
cards are Master Card and Diner’s Card.
 Advance Deposit
 (or) Partial prepayment. Requires that the guest pay the hotel a specified
amount of money before arrival. Usually a one night rate.
 Travel Agent
 Travelers pay the travel agent in advance for their transportation and room
charges and the travel agent guarantees the client’s reservation.
 Voucher or MCO
 Travel Agency Voucher or Miscellaneous Charge Order. The MCO is issued by the
Airline Reporting Corporation and is controlled by many of the same travel
agency regulations that control airline tickets.
 Corporate
 Involves a corporation entering into an agreement with a hotel. Such contracts
are often popular in downtown or business centre hotels. The company will
guarantee the guests’ stay and all expenses will be charged to the company.
Non-Guaranteed Reservation
 This means that the caller or guest did not make any advance payment nor is his/her
stay is guaranteed by a travel agency, airline, or company. The hotel agrees to hold a
room for the guest until a stated reservation cancellation hour on the day of the arrival.
No payment is made for the reservation.
 It is sometimes called ‘the 6pm hold’. The hotel may wait for the guest up to 6 in the
evening. Beyond 6 pm, the room maybe sold. As such, the guest may call in advance
that he or she is coming or on the way in case of delays in arrival.
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MODES
 CASH
 CHECK
 CREDIT CARD

PROCESSING GUARANTEES:
1. Processing Cash Guarantees
For cash guarantees, accept but do the following:
 Ask the client or prospective guest his or her bank. (If none, ask the guest about the
nearest bank). Recommend the depository bank of the hotel.
 Give the bank account number of the hotel.
 Ask the guest to deposit the amount to the account of the hotel.
 Guest to fax proof of deposit.
 Front desk clerk/hotel to fax back proof of receipt of payment. It is only when the proof
of deposit is received by the front office that the reservation is changed to
GUARANTEED. Otherwise, the reservation is only a Confirmed Reservation.

2. Processing Check Guarantees

For check guarantees, accept but do the following:
 Accept only checks allowed by the hotel. (Travel Agency checks, government checks – all
security printed)
 Verify the validity of the check by checking signatures. Compare the signature of the
bearer to a signature on a valid Identification Card or legal means of proof of identity.
 Verify if the check has been properly endorsed. (Signed at the back by authorized
person – the name on the check)
 Call the issuing bank to validate proof of availability deposit/fund if in doubt.
 Take note of the 3-days limit for checks. Encash it to the issuing bank as soon as
possible.
 If the amount on the check is bigger than the amount to paid to the hotel, have the
check changed into cash then get the exact amount. Return any change to the bearer –
if any. Most checks indicate the exact amount.

3. Processing Credit Card Guarantees

 Check if credit card is accepted by the hotel. Base this on the hotel policies.
 Verify the validity of the credit card by asking for the expiration date of the credit card,
the CVV number, and the account name. The account name is very important especially
if the reservation is being transacted by another person for an individual.
 Validate the credit card (availability of funds). You can use the internet to check.

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  Inform the guest of the need for authority to deduct. Fax the Authority to Deduct Form
to the guest. As soon as the guest fills in the necessary information and affixed his or her
signature, he or she must fax it back to the hotel.
Example: Authority to Deduct:

234 Saint Patrick Road, Irisan, Baguio City

Telephone: (074) 444-9181
Fax: (074) 304-8818
EMAIL: [email protected]

December 18, 2010

I, ____________________________________ Account No. __________________________

(Printed Name)
Of _________________________________________________________________________
(Complete Address)
authorize Hotel Agas International to deduct the amount of _(___________________)_____
____________________________________________________________________________
From: □ VISA □ MASTERCARD □ DINERS □ AMEX
(Please tick appropriate box)
CARD NUMBER

Expiry Date: __ __ / __ __

Card Holders Name:

Signature:

 Use the Authority to Deduct to bill the guest to the guaranteeing bank of the Credit Card
and to secure payment. Payment must be credited to the account of the hotel.
 Once payment has been made, fax to the guest a copy of the transaction receipt and
deposit slip together with the confirmation letter.
 Prepare a copy of the transaction receipt to be included in the registration card upon
arrival of the guest.
 It is only when the amount has been deducted from the credit card and deposited to the
hotel’s account shall the reservation be changed from Confirmed to GUARANTEED.

Cancellation Charges: If cancellation has been made

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 • At least 4 days prior to check-in date - 5% of the total amount paid
• Less than 4 days prior to check-in date - 1-night rate plus 5% of the total amount paid
• No Show - 1-night rate plus 5% of the total amount paid
• Shortened Stay - Unused amount is non-refundable

Group Bookings Cancellation Charges: If cancellation of group reservation has been made
• At least 10 days prior to check-in date - 5% of the total amount paid
• Less than 10 days prior to check-in date - 1-night rate + 5% of the total amount paid
• No Show - 1-night rate + 5% of the total amount paid
• Shortened Stay - Total amount paid is non-refundable.

Some Cancellation conditions by Hotels:

The following cancellation conditions apply to the cancellation of a hotel reservation:
 Cancellation 4 days before the expected date of arrival: full refund (less handling fee)
 Cancellation less than four days before the expected date of arrival: one night
cancellation fee
 No show: one night cancellation fee
In case of a no show, the room will be kept for the guest until 12 noon of the day following
the date of expected arrival; the room will then be released.

Change of the date of arrival is possible until 12 noon prior to the scheduled arrival date. In
case the request of a change is received after 12 noon, a one-night cancellation fee will be
charged.

Processing Cancellation Charges:

• Follow the general procedures of each mode of payment.
• Retain or forfeit the amount as required as per policy for the hotel. (Please refer to
“Cancel Reservation” sample forms).
• Return any amount due to the customer after deducting the charges. This is called
REFUND. You may use a rebate slip/allowance voucher. (Please refer to “Cancel
Reservation” sample forms).
• For shortened stay, no amount is to be returned.

Credit Note:
A Credit Note or Credit Memo is a document used to adjust or rectify/correct
errors made in a sales invoice/receipt which has already been processed and issued or
sent to a guest/customer.

When an invoice has been sent to a guest/customer but now need to provide a
credit for that invoice, then a Credit Note or Credit Memo is also sent. Others refer to a
credit note as a "negative invoice." (Internet Sources-Hotel Forms)

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Possible Instances When to Use a Credit Note:

o Unit price overcharged or over-billed: An example is if you issued an invoice for an item
or service for 2200 pesos when the correct price of the item or service should have been
2000 instead. So, there is a need to issue Credit Note to give a credit of 200 pesos to the
guest for the amount over-billed.

o Incomplete Goods/services delivered: If a guest was invoiced by you for 8 cans of

beverages but only delivered 7 cans by mistake. If the customer calls the Front Desk to
say that 7 cans are okay and does not want the shortfall item at the moment, then there
is a need to issue a Credit Note to credit the customer for the shortfall quantity of 1
unit.

o Faulty items returned or rejected by the guest. You would issue a credit note for the
goods returned to correct your Accounts Receivable and Inventory.

o Products Wrongly delivered:

When a different product has been delivered to a guest from what the guest ordered
which may or may not be at a different price and the guest was invoiced, there is a need
for you to rectify this sending the correct product together with a Credit Note for the
first product and another invoice for the replacement product.

o Discounts given after the invoice is issued:

You also issue a credit note to a guest who was given an invoice for 500 pesos but then
calls the Front Desk asking for a discount. If the amount of the discount is 100 pesos,
then the net invoice will be 400 pesos. A credit note for 100 pesos is given or issued by
you to the guest to adjust for the discount given.

o To Write-off Customer Short Payments:

When a guest was given an invoice for say 1500 pesos for all charges by you or another
front desk clerk. The guest gives a short payment of 1,495 pesos only and is on the rush.
As a Front Desk Clerk, you do not wish to recover the shortfall amount but the night
audit will indicate that 5 pesos still owes on this invoice. You can then issue a credit note
of 5 pesos to write-off the shortfall amount.

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 P.O. Box 46, St. Patrick Road, Irisan, Baguio City Credit Memo
Tel: (074) 444-8118 PHN/Tax Reg. No. 1234567B
E-mail: [email protected]
Mr. Paulus Carlus L. Roli Credit memo No CM201018
68 St. Patrick Subdivisions Date 12/04/10
Irisan Your Ref SI85001
Baguio City 2600 Our Ref IN88018
Philippines Terms Cash
Cashier/FDC Romy
Tel: (074)444-8118
Fax: (074)444-1881
__________________________________________________________________________
Code Description Qty UM Unit Price_ Amount
Please refer to your receipt # SI85001. We received PhP5,500 but
Invoice IN88018 was for PhP5,400.

Being Credit Memo of PhP100 100.00

(Inclusive of Tax)
_________________________________________________________________________
Total Before Tax PhP 100.00
Total Tax 0.00
Total After Tax PhP 100.00
This is a sample credit note/memo sent to a guest who was over-billed. (Internet
Sources-free Hotel Logos)
Credit notes could be converted as deposits if the guest is still in the property or be
converted into goods. In some instances, the credit note can be redeemed into cash.

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 This is a sample Hotel Invoice. The currency is in British Pounds. The appropriate
amounts should be placed at the correct columns and rows. (Internet Sources – Free Hotel
Forms)

Components:
 Sub Total – the sum of all individual charges posted.
 Total – the sum after adding the Value Added Tax (VAT)
 Balance – the difference after deducting the deposit. The balance can be paid outright
or be carried over to the next billing.
Note: You may refer to the Computerized Hotel Invoice for more information.

Sample Allowance/Rebate Credit Form:

REBATE CREDIT
Allowance Voucher
Date _11/18/2010__ 0201011
Name: __Mr. _Alexander Julian_ Room:_____1702________
Explanation Amount
Lost Necktie 245. 50

245. 50
Guest’s Signature: ____________________ Cashier: _________________

O. K. by: __________________________ Manager

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 Job Sheet 1.2-1.1

Title : PROCESS RESERVATION GUARANTEES

Performance Objective : To familiarize yourself with the steps in processing

payments for guarantees.

Supplies/Materials : Facsimile paper, pen, front office forms

Equipment : Front desk or office, facsimile phone

Steps/Procedure:
Each means by which a guest would guarantee his or her reservation involves
specific steps. But the most elaborate and very common is the use of credit cards.

1. Check if credit card is accepted by the hotel based on hotel policy.

2. Verify the validity of the credit card by asking for the expiration date of the credit
card, the CVV number, and the account name.
3. Validate the credit card (availability of funds).
4. Inform the guest of the need for authority to deduct.
5. Fax the Authority to Deduct Form to the guest.
6. Use the Authority to Deduct to bill the guest to the guaranteeing bank of the
Credit Card and to secure payment.
7. Fax to the guest a copy of the transaction receipt and deposit slip together with
the confirmation letter.
8. Prepare a copy of the transaction receipt to be included in the registration card
upon arrival of the guest.
9. Change the reservation from Confirmed to GUARANTEED.

Assessment Method:
Portfolio Assessment, Performance Criteria Checklist

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 Performance Checklist
Job Sheet 1.2-1.1

Trainee’s Name: ____________________________ Date: ____________________

Criteria YES NO

Have you……..
1. Checked if credit card is accepted by the hotel based on hotel
policy?
2. Verified the validity of the credit card by asking for the expiration
date of the credit card, the CVV number, and the account
name?
3. Validated the credit card (availability of funds)?

4. Informed the guest of the need for authority to deduct?

5. Faxed the Authority to Deduct Form to the guest?

6. Secured payment from the credit card company?

7. Faxed to the guest a copy of the transaction receipt and deposit
slip together with the confirmation letter?
8. Prepared a copy of the transaction receipt to be included in the
registration card upon arrival of the guest?

9. Updated/changed the reservation from Confirmed to

GUARANTEED?

Comments/Suggestions:

Trainer: ________________________________ Date: ___________________

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REFERENCES AND FURTHER READING:

 Deveau, Linsley T. et. al.; FRONT OFFICE MANAGEMENT AND OPERATIONS;

Prentice-Hall Inc., 1996
 Weissinger, Suzanne S.; HOTEL/MOTEL OPERATIONS; Delmar
Publishing/Thomson Learning, 2000
 Salamanca, Dolly; TOUR GUIDING AS A PROFESSION; Delmar Publishing;
2008
 Kappa MM, Nitschke A, Schappert PB (1997), Managing Housekeeping
Operations
 Kasavana ML and Brooks RM (2001), Managing Front Office Operations
 Teare R. and Olsen M.,ed (1992), International Hospitality Management
 Vallen GK and Vallen JJ (1999), Check-in Check-out

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 INFORMATION SHEET 1.3-2
Generating Folios
Learning Objective: After reading this information sheet, you must be able to:
a. Produce guest folio in line with processing reservations,
b. Practice accuracy in producing folios, and
c. Differentiate the hotel accounts.
Types of Accounts
Guest Accounts
– is a record of financial transactions that occur between a guest and the hotel
– Are created when guests guarantee their reservations or when they register at
the front desk
– House limits – a credit limit established by the hotel therefore should be settled
before check-out.
Non-Guest Accounts
– Extended privileges to local businesses or agencies as means of promotion or to
groups sponsoring meetings at the hotel.
– Also called house accounts or city accounts
– When a guest fails to settle his account
– Settlement handled by Accounting and usually done on monthly basis
Folio
 A statement of all transactions affecting the balance of a single account
 When an account is created it is assigned a folio with a starting balance of zero
 A guest folio must be returned to zero by any form of authorized settlement or payment
at check-out
 The process of recording transactions (both debit or credit) is calling posting
 All postings should be supported by proper bills or vouchers (RECEIPTS)
Types of Folio
 Guest Folio – accounts assigned to individual persons or guestrooms.
 Master Folio – accounts assigned to more than one person or guestroom; usually used
for group accounts.
 Room Folio – room charges of a guest whose reservation is under a travel agent. It
means only room charges are paid thus any extra charges made by the guest will be
charged to the guest.
 Non-Guest or Semi-permanent Folio – accounts assigned to non-guest businesses or
agencies with hotel charge privileges
 Employee folios – accounts to employees with charge purchase privileges
 Permanent Folios – assigned as holding buckets for charges charged to the hotel and
settled on a monthly basis
Vouchers
Details a transaction to be posted to a front office account
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  Outlet vouchers
 Cash vouchers / receipt
 Charge vouchers
 Transfer vouchers
 Paid-Out vouchers
 Rebate vouchers
Charge Privileges / Credit Monitoring
 Paid-in-Advance – guests who pay in cash for their room accommodations
 Signing Privilege
 Cash Basis
 Floor Limit – credit card limits set by the credit card company
 House Limit – credit card limits set by the hotel
Types of Transactions
 Cash Payment
 Charge Purchase -- hotel & concessionaires
 Account Correction
 Account Allowance – Rebates
 Account Transfer
 Cash Advance
THE GUEST LEDGER/FOLIO:
Components:
 Memo – refers to the charge. Example: Partial Payment, Meals, etc.
 Charges – how much is the amount or cost.
 Credits – how much was deposited.
 Balance – the remainder after deducting the charges from the deposit/credit. This
represents the amount to be returned to the guest or to be collected as the case maybe.
 Total – the sum of all charges, credits or balances
 Charge to – for whom the charges are to be credited. Example: Texas Instruments, Mr.
John De Vries, BPI, etc.
UPDATE this form upon payment.
Sample Guest Folio 1: Blank (for Manual systems)
GUEST FOLIO/LEDGER
No. 0000101

GUEST NAME:

ROOM NO.:___ Rate Per Day:_______ Arrival Date: _______

DATE MEMO CHARGES CREDITS BALANCE

TOTAL
______________________
Remarks: Desk Clerk
_________________________________ Guest Signature: ________________________
_________________________________ Charge to: _____________________________

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_________________________________ Address: ______________________________
Approved By ______________________________________

Posting Charges to Guest Folio:

Charges can be posted to guest folios or directly to house accounts at any time during the
day. Each charge is assigned to a revenue center or Code, such as room revenue, room service,
phone charges, bar, etc. There are many revenue centers allowed depending on the property.
Charges are handled as follows:
 All charges must be posted to instantly update the guest folio
 All charges must be supported by vouchers or signed receipts/charge slips.
 Post charges can be posted to up to 99 share-with per room
 All charges must be itemized on the guest folio.
 All guest charges must be automatically added to revenue center totals.
 The Daily Manager's Report must show daily, month-to-date, and year-to-date revenue
totals so be sure to update these reports.
 All guest charges must appear on the balanced general ledger entry for the day .

Sample Guest Folio 2: Paid by Credit Card; settled

Sample Folio 3: Folio and Invoice in one form (computerized)

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Sample Folio 4: Unpaid; still to be settled

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The Reservation Card:
The reservation card contains the information showing where the remarks if a
reservation is guaranteed or not is found. If no payment is made yet, the CONFIRMED is
checked. Upon payment of the deposit or full payment, the GUARANTEED is checked. The type
of payment refers to the mode of payment. Other information may be written below like:
Credit Card Name, Credit Card Number, CVV, number of the Authority to Deduct, special
requests, etc.
UPDATE this form upon payment.

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 RESERVATION CARD

ARRIVAL: _____________________ RESERVATION NUMBER: _________________

DEPARTURE: ___________________ RESERVATION DATE: ____________________
NUMBER OF GUESTS: __________________ VIA: ___________________________________
TYPE OF ROOM: ________________________ AGENT: ________________________________
RATE: _________________________________ CONFIRMED: ___________________________
GUARANTEED: _________________________

NAME: ________________________________________________________________________
ADDRESS: ____________________________________________________________________
____________________________________________________________________
COMPANY: ____________________________________________________________________
WORKPHONE: _________________________ HOMEPHONE: __________________________
METHOD OF PAYMENT: _________________________________________________________

Upon receipt of payment or proof of payment, the Front Desk Clerk must change the
reservation from CONFIRMED to GUARANTEED.

Case:
Mr. Benito Guillermo of 68 Coconut Drive, Sunset Village, Isabela City made a
reservation for an Executive Suite for November 25-28 at the property, with his wife Jenny.
He also requested to be met at the airport. Being their 50 th wedding anniversary, Mr.
Guillermo requested for a bottle of red wine and a bouquet of red roses in the room upon
their arrival. He guaranteed the reservation using his MasterCard.
Here are some details: the rate for the executive suite is 12,500.00 pesos per night;
airport transportation is a fixed rate of 200.00 pesos; a bottle of red wine is 600.00 pesos; a
bouquet of red roses costs 300.00 pesos. For anniversaries, the property gives a 20%
discount and complimentary dinner on the first night worth 1,500.00 – that must be enjoyed.
Can you draw/generate a folio for Mr. Guillermo?

Job Sheet 1.3-2

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Title : GENERATING GUEST FOLIO

Performance Objective : To familiarize yourself with the steps in working with

guest folio.

Supplies/Materials : Pen, blank guest folio

Equipment : Front desk or office, facsimile phone

Steps/Procedure:
The general steps in generating guest folio (manually/computerized) consists
of the following:

1. Pull out guest folio/create guest folio.

2. Verify guest’s name, room number and the rate.
3. Check posted entries or charges against vouchers/charge slips.
4. Check for outstanding charges not yet posted.
5. Check if the charge/s is supported by vouchers/signed receipts/charge slips.
6. Itemize charges in the guest folio.
7. Post outstanding charges on guest folio.
8. Verify totals on the guest folio.
9. Update the guest folio and other hotel forms.
10. Initial all posted vouchers/charge slips.
11. Sort and keep vouchers/charge slips accordingly.

Assessment Method:
Portfolio Assessment, Performance Criteria Checklist

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 Performance Checklist
Job Sheet 1.3-2

Trainee’s Name: ____________________________ Date: ____________________

Criteria YES NO

Have you……..
1. Pulled out guest folio/created guest folio?

2. Verified guest’s name, room number and the rate?

3. Checked posted entries or charges against vouchers/charge

slips?
4. Checked for outstanding charges not yet posted?

5. Checked if the charge/s is supported by vouchers/signed

receipts/charge slips?
6. Itemized charges in the guest folio?

7. Posted outstanding charges on guest folio?

8. Verified totals on the guest folio?

9. Updated the guest folio and other hotel forms?

10. Initialed all posted vouchers/charge slips?

11. Sorted and kept vouchers/charge slips accordingly?

Comments/Suggestions:

Trainer: ________________________________ Date: ___________________

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REFERENCES AND FURTHER READING:

 Deveau, Linsley T. et. al.; FRONT OFFICE MANAGEMENT AND OPERATIONS;

Prentice-Hall Inc., 1996
 Weissinger, Suzanne S.; HOTEL/MOTEL OPERATIONS; Delmar
Publishing/Thomson Learning, 2000
 Salamanca, Dolly; TOUR GUIDING AS A PROFESSION; Delmar Publishing;
2008
 Kappa MM, Nitschke A, Schappert PB (1997), Managing Housekeeping
Operations
 Kasavana ML and Brooks RM (2001), Managing Front Office Operations
 Teare R. and Olsen M.,ed (1992), International Hospitality Management
 Vallen GK and Vallen JJ (1999), Check-in Check-out
 Internet Sources (Front Office)

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 INFORMATION SHEET 1.3-3
Checking that the reservation has been fully paid

Learning Objective: After reading this information sheet, you must be able to:
a. Cross-check if payments have been made for each reservation based on policies,
b. Monitor payments made by guests, and
c. Practice accuracy in all transactions.
Hotel Terms and Conditions:
To ensure payment by guests of the reservation, the Front Desk Clerk must be
knowledgeable with the hotel’s policies especially the hotel’s Terms and Conditions.
Here are some Terms and Conditions used by lodging industries, and by which
payments has to be made:
TERMS: RESERVATION

 Upon booking you are requested to pay a deposit as part of the total amount of the
property rental price. This ensures we hold your reservation.
 This 25% deposit can be paid through PayPal, Credit Card or Bank Transfer.
 Please note that your reservation will be confirmed by email only after the hotel has
received the full payment of the 25%deposit fee.
 The Confirmation Email contains all the details relevant to your reservation.
 The 25% deposit fee is nonrefundable under any circumstances.

This term indicates that there must be a deposit to be made. Most hotels prefer full
payment. If not, hotels require the payment of AT LEAST 1 NIGHT RATE.

As a front desk clerk, ensure that the policy is implemented.

TERMS: PAYMENT
The balance of the payment is regulated by the following points:

 For reservations made 90 days or more in advance the total balance due must be
received by the hotels at least 60 days before arrival date.
 For reservations made less than 90 days in advance the total balance due must be
received by the hotel at least 60 days before arrival date or at reservation time.
 This balance can be paid through PayPal, Credit Card or Bank Transfer.
 All payments made by Bank Wire Transfer must be received net of bank charges. In case
bank charges are deducted from payments, the hotel will add such charges to the final
balance. (This means that whatever processing fees must be already paid for).

This term indicates that there is a certain length of time for the payment of the balance of
the rates. In most properties, 4 days before date of arrival has been the norm.

It is your task as a front desk clerk to inform the guest and to implement the policy.

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TERMS: CANCELLATION

 Fully paid reservations cancelled over 60 days before the arrival date will be subject to a
charge of 25% of the total amount paid, equal to the initial deposit fee.
 Fully paid reservations cancelled 60 to 30 days before the arrival date will be subject to
a charge of 50% of the total amount paid.
 Fully paid reservations cancelled less than 30 days before the arrival date will be subject
to a charge of 100% of the total amount paid.
 Please note that change of dates and/or rental property after a confirmed reservation is
considered as cancellation and therefore is subject to the above conditions.
 Please note that in the event the hotel should not be able to provide the originally
booked rental property we reserve the right to substitute it with a similar one
compatible with your requirements. In case no agreement can be reached in that sense
both parties are authorized to cancel the contract and the hotel will fully refund the total
amount paid. The hotel will not be liable for further claims.

In most properties, the cancellation policies are of much shorter days. Policies varies from
hotel to hotel, but the front desk clerk must use these terms and conditions to check that
payment has been made, as well as to ensure that payment has been made.

It is your duty to inform the guest of this policy and also to implement.

Other Policies: (For you to Implement)

Changes in Booking
Changes in booking details such as but not limited to change in date, number of rooms,
number of nights, add-ons are allowed provided that applicable charges are paid, and
subject to the following regulations:
 Changes must be made 72 hours before 2:00PM of your scheduled check-in date.
Otherwise, rules on cancellation of booking will apply.
 Summit Ridge Tagaytay Front Office must be informed of all changes you wish to make
through the hotel phone number.
 The change shall be confirmed only when all charges are paid.

Cancellation of Booking
The hotel allows you to cancel your booking provided that applicable charges are paid,
and subject to the following regulations:
 Cancellation must be made 72 hours before 2:00PM of your scheduled check-in date.
 The hotel shall charge a cancellation fee amounting to 10% of total charges.
 The amount you paid will be refunded in full less the cancellation fee.
 The hotel Front Office must be informed of the cancellation through the hotel phone
number.
 If you cancel your booking less than 72 hours before 2:00PM of your check-in date,
total payment shall be deemed forfeited IN FAVOR OF THE HOTEL.
 The cancellation shall be confirmed only when all charges are paid.

Checking that Payment is made:

 Electronic Receipt - the booking receipt that is issued to Guest by a hotel after
every successful booking, with terms and conditions indicated. This should be
printed and must be presented by the Guest upon check-in. Make sure to print
and check this.
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  Email Confirmation Notice – the booking confirmation that is sent to the Guest’s
email account, with terms and conditions indicated, if booking is made online.
This is printable and must be presented by the Guest upon check-in. Make sure
to print and verify the details.
 If booking is made through bank deposit (cash), attach a copy of the deposit slip
indicating amount paid.
 If booking is made through a check, verify the receipt as proof of payment
indicating amount paid.
 Determine that the payment of the reservation has been done fraudulently or
unlawfully by checking the signature. Ask the guest to bring with him or her the
credit card used for booking the reservation for presentation at our check-in
counter if booking was made through credit card. If a booking is for a third party,
ask the person to have the third party Guest bring a photocopy of the credit card
and/or deposit slip for verification purposes.
 When booking is for a group guaranteed by a company or travel agency, check if
there is an attached letter of guarantee or letter of introduction from the agency;
or check for endorsement letter.
 For corporate guarantee, ensure that there is an existing agreement and billing
arrangement; better check for letter of introduction and second endorsement.
 For other means of payment, verify directly or through duly authorized
representatives and agents.

Basic Guide: All payments made MUST be accompanied by a signed voucher or

receipt. Check each voucher or receipt.

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 Self-Check 1.3 -3
TRUE or FALSE: Write TRUE if the statement is correct and FALSE if the statement is wrong on
the space before each number. (10 Points)
1. One night rate is paid in advance is an accepted guarantee.
2. For bank Wire Transfer, the amount to be received by the hotel may include other bank
charges.
3. A reservation is considered guaranteed as soon as the Credit Card number has been
validated.
4. Electronic receipts are proof of payments.
5. A deposit slip is a proof of payment for cash wire transfers.

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 Answer Key to Self-Check 1.3-3

1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. TRUE

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REFERENCES AND FURTHER READING:

 Deveau, Linsley T. et. al.; FRONT OFFICE MANAGEMENT AND OPERATIONS;

Prentice-Hall Inc., 1996
 Weissinger, Suzanne S.; HOTEL/MOTEL OPERATIONS; Delmar
Publishing/Thomson Learning, 2000
 Salamanca, Dolly; TOUR GUIDING AS A PROFESSION; Delmar Publishing;
2008
 Kappa MM, Nitschke A, Schappert PB (1997), Managing Housekeeping
Operations
 Kasavana ML and Brooks RM (2001), Managing Front Office Operations
 Teare R. and Olsen M.,ed (1992), International Hospitality Management
 Vallen GK and Vallen JJ (1999), Check-in Check-out
 Internet Sources (Front Office)

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