Fos 9 1st Quarter

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Name of Student:____________________________________Grade & Section:____________________
Module Code: PASAY-FOS-G9-Q1-W1-D1

Name of Teacher:__ MRS.MAE IRISH S. TABADERO _________________________________________
DEPARTMENT OF EDUCATION
SCHOOLS DIVISION OF PASAY CITY
MODULE IN TLE 9 (FRONT OFFICE SERVICES)

QUARTER I / WEEK 1 / DAY 1
A.Objective: At the end of this module, learners are expected to know the history of the
Lodging industry.
Lesson/Topic: Historical Perspective of the Lodging Industry
The history of the lodging can be traced back to the civilizations of

Samaria and ancient Egypt. Indeed the need for a place to stay away
from home is as old as the first nomadic traveler.
Trading between cultures created the need for groups of people to
travel often great distances. Along these trade routes, certain
stopping points became favored out of necessity. An oasis in the desert or
a mountain pass in winter became logical places for trading caravans to
rest. Areas where different trading’s routes intersected also became
favored stopping points. These junction points often grew into trading centers. Many junction points
eventually evolved into cities.
Along trade and caravan routes without junction points, a different type of stopover
location evolved. When traveling over vast distances, people were limited by their mode of
transportation and the supplies they could carry. A journey segment is the maximum reasonable
distance traveled in one day along these routes using the transportation of the day.
The length of a journey segment by a camel or horse was significantly longer than the
journey segment on the foot. At these journey segments, lodging facilities became a need.
Relay Houses in China Khans in Persia Tabernas in Rome
As the history of lodging unfolded, innovations began to emerge. At some point, innkeepers
began to in This led to a change in the way people traveled. No longer did people have to carry
enough supplies for an entire overland journey. They simply needed enough to get them from one
journey point to another. Another development was the Roman network of roads that crisscrossed
Europe and parts of Asia and Africa. corporate food and beverage service in their operations.
Reference: Front Office Services Book by; Victor A. Caylao Jr.
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Name of Teacher: __ MRS.MAE IRISH S. TABADERO ________________________________

These roads provided fast and safe routes for travelers, which created new junction points and
journey segments. The industrial revolution of the mid-1700s created new mode of transportation
that further changed the way people traveled
As the evolution of lodging continued, new facilities

began to emerge as an option for travelers. The
wealthy and landed aristocracy of the world began
to view the many spare rooms in their castles and
Estates as sources of revenue. Generating money in
this fashion assisted them in maintaining these
expensive holdings. The best examples of this can be
traced back to the English and colonial inns of the
1700’s.Each fulfilled the need for housing of travelers
By renting space rooms. The significant difference
Between the two was that colonial inns offered room to anyone who could afford to pay, whereas
English inns were most often reserved for the aristocracy.

Indeed the word hotel is the Anglicized version of the French
Hotel Garni which translates into “large furnished mansion”. Another
difference between the two was the English inns rented out individual
sleeping rooms, whereas Colonial inns regularly offered large rooms
with several beds inside. This meant that English inns could offer
private guest rooms, whereas colonial inns were better suited for
communal accommodations. Monasteries also provided
Accommodations similar to the colonial inns.
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Name of Teacher:___ MRS.MAE IRISH S. TABADERO ________________________________________
The lodging facility that can be directly considered a precursor of

the modern hotel was the City Hotel built in New York in 1794.It is a
significant milestone in the evolution of lodging because its sole
purpose was to house guests. All the previous inns were homes first
and lodging facilities second. City hotels 73 rooms made it quite large
for its time. At the end of the world war II a new mode of
transportation had matured. Air travel was now available to the
masses, and business was booming. Conventions and conferences became an integral part of
successful commerce.
Companies opened regional and branch offices. Thus business travelers, in
the vast numbers, became the most important lodging guests. The advent of air travel prompted
resorts hotel to spring up around the world. Many resorts offered package plans, some in
conjunction with the airlines where one price pays for airfare and accomodations.Thus lodging
industries booms as of today.
Activity I: Look for the definition of the following words.

1. Hotel - ________________________________________________________
2. Inns - _________________________________________________________
3. Relay House - __________________________________________________
4. Khans - ________________________________________________________
5. Tabernas - _____________________________________________________
Generalization:
Throughout the centuries, the basic principles of hospitality have remained the same. But
today, managing a hotel requires extensive knowledge of hospitality management strategies, and
formal education in the field is key.
Evaluation:
Write TRUE if the statement is correct and FALSE if it is wrong.
__________1.Hotel industry was created because of a need for a place of travelers to rest for a
long journey.
__________2.An oasis in the desert or a mountain pass in winter became a place for trading
caravans to rest.
__________3.Trading between cultures created the need for group of people to travel.
__________4.The first lodging industries were called relay house, khans and tabernas.
__________5.As history of lodging unfolded not just for resting place but also they offer food and
beverages to guest.
__________6.The industrial revolution of the mid-1700’s created new modes of Transportation that
change the way people travel.
__________7.Wealthy and landed aristocracy of the world began to view the many spare room in
their castle as sources of revenue.
__________8.Motel is the Anglicized version of the French hotel garni which means a large
furnished mansion.
__________9.English inns rented out individual sleeping rooms.
__________10.Colonial inns regularly offered large rooms with several beds inside.
WRITER: MAE IRISH S. TABADERO
SCHOOL: KALAYAAN NATIONAL HIGH SCHOOL
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Name of Teacher:_ MRS.MAE IRISH S. TABADERO __________________________________

Module Code: PASAY-FOS-G9-Q1-W1-D2-D3

QUARTER I / WEEK 1 / DAY 2 & 3
A.Objective: At the end of this module, learners are expected to know the hotel
organization three main division.
B.Lesson/Topic: Hotel Organization Three Main Divisions

Most hotels use a hierarchical organizational structure with predefined roles and
departments. Their employees have clearly-defined responsibilities and everyone knows their roles.
Hotel Organization (Three Main Divisions)
1. The Room Divisions - handles all matters pertaining to room accommodation and maintenance.
A.Housekeeping Department
A.Guestrooms Make up and maintenance - they are assigned to cleaned guest rooms,
supplied with freshly laundered sheets, pillow covers, towels, and washcloths before each new
guest or group of guests arrive.
b.Public Area Maintenance –they are assigned to sweep all entrances, steps, and exit
areas. Remove trash to designated areas. Sweep and damp mop corridors and stairwells.
Thoroughly vacuum all carpeting and clean floors. They clean all public areas in the prescribed
manner while following standard operating procedures.
c.Linen and Laundry Service – they are assigned to collect soiled linen. Transport soiled linen to
Laundry department. Sorting of linen and uniforms. Washing and dry cleaning. Drying
Folding of linen and uniforms.
B.Front Office Department

a.Reception, Registration and Guest Relations Assistance - they are the one who provide high-
quality service to our hotel customers. Anticipate guest needs and build rapport with
customers .And Offer guest assistance if needed.
b.Bell Service - they typically responsible for unloading luggage upon a guest's arrival, as well as
delivering the luggage to a guest's room after check-in.Bell service at hotels also includes
delivery of food and other to a guest room.
c.Telephone Exchange - they are responsible for taking and distributing messages for guests,
provides information on guest services, and answers inquires about public hotel events.
d. Room Sales and Reservations -they make a reservation and bookings of a hotel room for a
guest or a group of guests for a specific number of days. And ensures guest that
a room will there/his arrival to the hotel
2.Food and Beverage Division – concerned with food preparation and service.
A.Food Outlets
a.Restaurant and Bars - are the areas in a hotel where food and beverage are sold to both in-
house and outside guests.
b.Room Service - is a hotel service enabling guests to choose items of food and drink for delivery
to their hotel room for consumption.
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Name of Teacher:_ MRS.MAE IRISH S. TABADERO __________________________________________
c. Banquets and Catering - they provide food and drinks to guest especially in special occasion
and gathering like birthday party and weddings
d.Kitchen - is the heart of any restaurant and catering industry. It is the place where the food is
prepared , cooked, and plated for customer.
3. Administrative Division – more concerned with administrative and office matters and it covers
sub units.
A.Human Resources Department - responsibilities include compensation and benefits,
recruitment, firing, and keeping up to date with any laws that may affect the company and its
employee productivity and protecting the company from any issues that may arise
within the workforce.
B.Engineering or Facilities Maintenance - they plan, design, and oversee the
reconfiguration, maintenance, and alteration of equipment, machinery, buildings, structures,
and other facilities.
C.Accounting - art of a company's administration that is responsible for preparing the financial
statements, maintaining the general ledger, paying bills, billing customers, payroll,
cost accounting and financial analysis.
D.Purchasing - there task include salespeople, placing orders for goods needed by all hotel
departments, keeping records of all purchases and payments, drawing up and signing
contracts and agreements for the purchase of all goods, comparing price and quality on all
bids received.
E.Cost Control and Warehouse - control of the day-to-day operations of a warehouse, such as the
shipping, receiving, put-away and picking of goods.
F.Security Office - protects hotel guests, employees, and property. Hotel security typically works
directly on the hotel property, patrolling the grounds, and in an office,
monitoring security cameras or filling out paperwork. If the situation calls for it, hotel
security may also work with the local police department.
The first two divisions are directly involved in operations and service delivery. They are said
to be at the “Front of the House” since they are at the frontline and situated in guest contact
areas. Most of their service personnel are directly dealing with guests that’s why they are called
“Front Liners”.
Administrative Offices work behind the scenes and known as “Back of the House “meaning
they are not in guest contact areas and most of their personnel are not dealing with the guest.

Google.com
Activity I: Enumeration
A.What are the Three Hotel Main Divisions
1._________________________________________________________
2._________________________________________________________
3._________________________________________________________
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Name of Teacher:_MRS. MAE IRISH S. TABADERO __________________________________________
Activity II:
Make the Organizational Structure of the Hotel Organization showing the Three Main
Divisions.
Generalization:
Every hotel, whether it's big or small, needs an organizational structure to carry out its daily
operations. It is used to help divide tasks, specify the job for each department, and delegate
authority within and among departments. Effective job specifications will increase work productivity
and efficiency.
Evaluation: Identify what hotel division the duties belong.
Room Division Food and Beverage Division

Administrative Division
______________1.Cost Purchasing Warehouse ____________6.Banquets and Catering
______________2.Kitchen ____________7.Linen and Laundry Service
______________3.Accounting ____________8. Facilities Maintenance
______________4.Guestroom Make up _____________9.Room Service
______________5.Security Office _____________10.Bell Service
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Name of Teacher:__ MRS. MAE IRISH S. TABADERO ________________________________________

A.Objective: At the end of this module, learners are expected to know the basic lodging
management associations.
B.Lesson/Topic: Five Basic Lodging Management Association
The present state of the hotel industry is as broad as it ever was in
the past. Variations in design, structure and operation are immense. In
studying the modern hotel and how it operates. The relationship
between ownership and management is defined as hotel’s lodging
management association.
There are five basic lodging management associations:

1. Owned – operated
Hotels are historically understood to have been the first type of lodging
management association. As was reviewed earlier ,the earliest lodgings we offered out of people’s
homes. A hotel that is run by an owner and the owners family is considered owner-operated
because the owner cooks the meals, cleans the rooms, and perform all such tasks. Commonly
referred to as “mom and pop” hotels, owner-operated facilities are limited by the size of the owner’s
family.
a.Motel roadside hotel designed primarily for motorists, typically having the rooms arranged in a low
building with parking directly outside.
b.Resorts a place that is a popular destination for vacations or recreation, or which is frequented for
a particular purpose.
2. Owner – managed
Hotels are those where the owner has hired additional (nonfamily)personnel to help run the
property. These hotels can be large or small. The overall management remains with the owner, but
day to day operations can be in other hands. Many of the hotel chains we see today began with a
single owner managed property. From that first hotel, they grew using different management
associations. Therefore current owner-managed hotels cannot be affiliated with a chain, as that
would alter its management association. (Chain a group of hotels which belong to the same
company or owner, or are associated in some way).
3. Independent
Hotels are also not chain affiliated. In these hotels, the owner has no role in management or
day to day operations. An independent group of managers are responsible to the owner for the
hotel’s performance. This is owned by a group of investors or an independently managed hotel that
eliminates any potential conflict of interest.
4. Franchised
Hotels are independently owned hotels that affiliate themselves with a chain. In a franchise
agreement, the owner (franchiser)pays a franchise fee to the chain (franchiser) in exchange for the
rights to use their name. In addition to the name, the chain provides standard operating procedures
and other guidelines on administration so that a consistent level of quality and service is maintained.
Another benefit of franchising is access to a Central Reservation System (CRS)
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Name of Teacher:______ MRS. MAE IRISH S. TABADERO _____________________________________
a. Franchisee an individual or company that holds a franchise for the sale of goods or the operation
of a service.
b. Franchiser is a company that provides franchise rights to those who want to own a franchise.
c. Central Reservation System is a type of reservation software that is used to update and
maintain information of a hotel pertaining to inventory and rates so that hotels are able to manage
guest reservations and the process around such reservations in real time.
5.Management Contract
Independently owned hotels that affiliate themselves with a chain. Maintains a high level of
control as the chain operates the hotel on the owner’s behalf. Hotel management contract is a
written agreement between the owner and the operator of the hotel. The management contract
company has the power to recruit and fire the employees. The owner will authorize and pay for the
capital project of the hotel but the responsibility of it is assigned to the operator.

Google.com
Activity I:
Draw and write the chain of lodging management association.
Activity II:
A.Define the following words.
1.Owner operated - ____________________________________________________________
2.Owner managed - ____________________________________________________________
3.Independent - _______________________________________________________________
4.Franchised - ________________________________________________________________
5.Management contract - ________________________________________________________
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Name of Teacher:___ MRS. MAE IRISH S. TABADERO ________________________________________
Generalization:
It is important to understand its basic management structure and how that structure is
related to a hotel’s ownership arrangement. This relationship between ownership and
management is defined as a hotel’s lodging management association. This association
classifies a hotel at the foundation level.
Evaluation:
Identify the answer of the following questions.
________________1.Hotels are independently owned hotels that affiliate themselves with

a chain.
________________2.Hotel that is run by an owner.
________________3.Owner has no role in management or day to day operation.
________________4.Owner has hired additional (non – family) personnel to help run the
property.
________________5.Independently owned hotels that affiliate themselves with a chain.
________________6. The relationship between ownership and management.
________________7.The owner pays a franchise fee to the chain.
________________8.The one who exchange for the rights to use their name.
________________9.What system can be accessed by the franchisee in buying the chain.
________________10.What is the other term of owner operated facilities.
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Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to know the revenue
sources of lodging industry
B.Lesson/Topic: Revenue Sources
A revenue sources is the result of the product or service a hotel makes

available to guest for a price. Profit is a reward or return for taking risks & making
Investments. The size and scope of these sources can differ greatly from hotel to
hotel. The majority of hotels utilize three main revenue sources:
1.Sleeping Rooms – is traditionally the main product of any hotel. A hotel primary purpose is to
provide accommodations. A sleeping room is defined as one of these accommodation units.The
price of each of each of these units is called the room rate. Therefore the room rates collected from
all the utilized or occupied, sleeping rooms are significant revenue sources. Occupancy is the
measurement of how many rooms are sold each night versus how many rooms the hotel has
available to sell. This measurement is viewed by the industry as one of the most important to overall
hotel performance.
2.Meeting/Function Space – in addition to the sales of sleeping rooms, many hotels incorporate
the revenue source of non-sleeping room sales. Different from sleeping rooms, meeting rooms or
function rooms, as they are also referred to, are utilized for any type of group function. A group
function can be a meeting,meal,dance,exposition, or any other gathering of more than one person.
In addition a group function must have at least 10 sleeping rooms per night associated with it.The
revenue sources from meeting/function space come from:
a.Selling the space for a specified period. These function rooms are not sold as much as they
are rented. The proceeds from the renting of these rooms is called room rental.
b.Providing the food and beverage service in these rooms. This revenue is called banquet or
catering revenue.
3.Outlets/Ancillary Revenue Sources – An outlet is defined as a food and beverage point of sale.
Restaurants, bars lounges, room service and other outlets can provide a hotel with significant
revenue sources. Ancillary revenue sources are revenue sources outside of sleeping rooms or
food/beverage. An ancillary revenue source can be a hotel’s business center ,golf course, tennis
center, audio/visual services, or gift shop. Other ancillary revenue sources include products/services
available inside the guest room that are sold at a profit. These include in-room movies, minibars and
telephone service.
Here are the four primary reasons that revenue growth is critically important to your
business.
1.Profitability - the purpose of business is to make a profit. The more profit you make, the more
opportunity you and your business have to reap the benefits and rewards of running the
business.
You invest your time, energy, and money to make profit.
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Name of Student:____________________________________Grade &Section:____________________
Name of Teacher:___________________________________________
2.Valuation of your company becomes a currency to enable strategic decision making in your
business. The valuation that others assign to your business determines your ability and
flexibility to make important transactional decisions about your business.
3.Customers -the ultimate proof of the value of your product or service is that customers are buying
it. Keeping the customers you have takes hard work. Acquiring new customers is even harder
and requires greater financial resources to capture.
4.Employees - talent acquisition and retention is a critical element in your company’s success.
There is a shortage of employees who can effectively fill the needs of most companies. Your
business no doubt needs to keep its best employees in order to thrive and needs more great talent
to fill new and emerging business requirements. Growing your revenue is important to workforce
success. When your company is growing, employee satisfaction is also likely to grow.

https://www.softwaresuggest.com/blog/hotel-revenue-management-strategies/
Activity I:
A.Explain the three main revenue sources of hotel
1.________________________________________________________
2.________________________________________________________
3.________________________________________________________
Activity II.
Enumerate and explain the four primary reasons that revenue growth is critically important to your
business.
1.__________________________________________________________________________
___________________________________________________________________________
2.__________________________________________________________________________
___________________________________________________________________________
3.__________________________________________________________________________
___________________________________________________________________________
4.__________________________________________________________________________
____________________________________________________________________________
Generalization:
In the hospitality industry, as in any other industry, a successful and profitable

operation is the ultimate goal. Hotel owners, managers and employees all play a role
in achieving this goal. A successful hotel has maximized all its revenue sources to the
best of their potential.
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Name of Teacher:___________________________________________
.
Evaluation:
_________________1.Defined as a food and beverage point of sale.
_________________2.The main product of any hotel.
_________________3.The result of a product or service a hotel makes available to guest

for a price.
_________________4. Is a large room where formal dinners or parties can be held.
_________________5.Revenue sources outside of sleeping room or food/beverage.
_________________6. The rate charged daily for a hotel room/sleeping room.
_________________7.The measurement of how many rooms are sold each night versus
how many rooms the hotel has available to sell.
_________________8.
_________________9. Give at least three examples of group function.
_________________10.
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Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to know the sources or
avenues for room reservations.
B.Lesson/Topic: Sources Or Avenues For Room Reservations.

The reservation in accommodation in a hotel is usually generated through the different ways
as they are determined to get the stay and take delivery of the service facilities.
Unlocking of difficulties:
1. The term 'reservation' used in the context of a hotel, means the booking or reserving of a room
(accommodation) by a guest. Reservations leads to reserving of a particular type of room for a
particular guest for a given period of time. It also gives the guest the first impression of the hotel.
2. Source is also someone or something from which you obtain information
- classified as an individual or body that actually pays a hotel for its services.
3. Avenue a way of approaching a problem or making progress towards something.
The reservation maybe receive through:

1.Letters – maybe opened and handled by the Room Reservation Manager, or whoever heads
the reservation section.
2.Email or Internet Access – patrons can now easily place their reservation by email. Most
hotels have their own website that can be easily accessed by patrons. Here the prospect can
access information about the hotel, room rates, facilities, services and other information.
3.Fax –the fax machine has the advantage of being able to accept instantaneous bookings even
when there is no clerk available at the reservations.
4.Telephone - incoming calls concerning reservations will be answered by the Sales or

Reservations Office or the Front Desk.
5.In person - booking parties may personally see or contact the Room Sales or Reservation
Office to inquire about rates and terms and to make reservations.
6. Computer Terminals – in recent years bookings are made faster through computer terminals
which may be operated through:
a. Call Centers – this computerized reservations system is used by large hotel chains and is
often linked to a call center. Reservations for all properties maybe centralized in this center
with call center attendants attending to inquiries and bookings.
b. Global Distribution System (GDS) – is operated by a Consortia of Hotels and Airlines. These
system terminals are installed in various countries, accepting bookings for their member
companies. To gain access to these systems, the hotel needs to register with the system and
load the availability of rooms onto the computer program so that customers can purchase their
requested rooms.
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Name of Teacher:___________________________________________
7.Central Booking Offices – groups of hotels usually have a central booking office, handling
bookings for all their properties. They are connected by a free phone or local call number. Local
bookings may be transferred to the Central Booking Office.
8.Travel Agent – acts as a middleman between guest and hotel by making a reservation for a
guest. A travel agent may make a reservation to FITs (Free Individual Travelers)or chance guests.
9.Companies/Corporate Houses – this companies may book rooms or other services for their
visitors, executives, delegators or clients in the hotel for special rates.
10.Airline – different airlines book hotel rooms for their regular crew members or for their clients in
case of cancellation of their onward flights and also for their executives.
11.Embassies/Consulates – they provide large business in capital cities for their visiting dignitaries
executive officers etc.

https://www.kullabs.com/classes/subjects/units/lessons/notes/note-detail/5683
Activity I:
What are the different sources or avenues for room reservations?
Activity II:
Explain the different sources or avenues for room reservations.
1.Letters_______________________________________________________________________
2.Email or Internet Access -_________________________________________________________
3.Fax-__________________________________________________________________________
4.Telephone-_____________________________________________________________________
5.In person -_____________________________________________________________________
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Name of Teacher:___________________________________________
6.Computer Terminals - ____________________________________________________________
7.Central Booking Offices -__________________________________________________________
8.Travel Agent - __________________________________________________________________
9.Companies/Corporate Houses - ___________________________________________________
10.Airline –______________________________________________________________________
Generalization:
Guest reservations can be done through many means. One of the example is by the
use of phone to access all properties offers. The standard way to make reservations for stays in
several cities with one call. In the lodging industry, this opportunity to gain repeat business is very
important.
Evaluation:
____________________1.Has the advantage of being able to accept instantaneous bookings

even without the presence of a clerk.
_____________________2.This maybe open and handle by the room reservation manager or
Whoever heads the reservation section.
_____________________3.Booking parties may personally see or contact the Room Sales or
Reservation Office to inquire about rates and terms and to make
Reservations.
_____________________4.Most hotels have their own website that patrons access information
about the hotel,room rates,facilities,services and other information.
______________________5.A devices that permits transmission of incoming calls concerning
reservations will be answered by the Front Desk.
_____________________ 6. It is a system that allows reservation agents to receive reservation
requests by phone and to handle them immediately.
______________________7.Is an electronic or electromechanical hardware device that can be
used for entering data into a computer system.
______________________8.Is a computerised network system owned or operated by a company
that enables transactions between travel industry service.
_____________________ 9.Is a department or an office in which incoming and outgoing telephone
calls about customers inquiries and bookings are handled by an agents.
______________________10.Is someone or something from which you obtain information.
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Name of Teacher:___________________________________________
Module Code: PASAY-FOS-G9-Q1-W2-D3 – D4

A.Objective: At the end of this module, learners are expected to know the types of hotel
clients.
B.Lesson/Topic: Types of Hotel Clients
When customers make reservations they have different needs and

requirements. For this reason we need to understand our customers those
who travel for business and leisure.
1.Business Customers is a person who travels for the sole purpose of conducting business.
Business customers require accommodation and car booking at short notice. They may use the
establishment on a regular basis or maybe here for the sole purpose of attending a conference or
convention in your city. Business travelers are the largest source of business for hotels and usually
travel all year round except for holiday times.
2.Leisure Customers is someone who travels for pleasure. Leisure customers arrival is seasonal
and they are attracted by special events and tourist attractions. They are generally more price
sensitive and book attractions well ahead of their arrival dates.
Types of Hotel Clients

1.Walk in Guest refer to those who come unannounced ,looking for rooms. Walk in guests with
repeated patronage maybe rewarded for their loyalty by being given a special rate or discount.
2.Corporate Accounts – apply to companies or institutions, usually with special credit

arrangement in hotel. If a credit line is extended, these companies allowed to book their guests
on charges provided that they send a letter to guarantee to the hotel prior to the guest’s arrival.
These accounts are usually treated with special rates and are also given priority during high
occupancy especially when they frequently patronize the hotel.
3.Associations are grouping of individuals or groups for a common purpose or goal, sharing
ideas, hobbies, beliefs, and lots of other interests. Examples: Personal Managers Association,
Hotel and Restaurant Management Association, Lions Club Etc. These associations make use
of hotel services for live in seminars, conventions and special events. They usually go for lower
rates since their members often pay hotel services out of their own pockets.
4.Travel Agencies these agencies usually have commission paid agreements with the
establishment and get a discounted rate .Most of these agencies have pre-arranged bookings of
their tour groups in a hotel of their choice. There are also many travel agencies that serve as
intermediary in booking clients (usually travelers, businessmen or tour groups)to the hotel, in
exchange of pre-negotiated incentive or commission.
5.Government Institutions/Offices some have special booking or credit arrangements with the
hotel. Examples: Department of Tourism, DTI, etc.
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Name of Teacher:___________________________________________
6. Free Independent Travelers (FIT) refer to tourists or travelers traveling alone. It can also refer to
Foreign Individual Tourist who is not joining any tour group.
7. Educational Institutions is a place where people of different ages gain an education. Examples
schools, training centers etc.
8. Local/Domestic Travelers is basically when individuals travel between different cities within the
same country .In some large hotels have ventured into a promotion. This promotion provides for 30-
50% discount for local tourists or domestic guests.
9. Balikbayan refer to returning or visiting Filipinos who are residing or working abroad. Some
hotels provide for special “balikbayan” rate.
Terminologies used to describe various types of guests

1. Very Important Person (VIP) – refers to a well renowned guest like a high ranking official or an
executive who warrants special treatment and handling.
2. Very, Very Important Person (VVIP) – is a highly renowned person who deserves extra special
treatment. Example Dignitaries a person considered to be important because of high rank
or office. , Ambassadors an accredited diplomat sent by a country as its official
representative to a foreign country. etc.
3. Free Independent Traveler or Foreign Individual Tourist (FIT) – refer to a tourist or a traveler
who is traveling alone or is not with any tour group.
4. Joiner is a person joining another guest in the same room.

https://www.ajar.id/en/post/types-of-guests-in-hotel
Activity I. Enumerate the following:

A. What are the two types of travelers?
1.___________________________________________________________________
2.___________________________________________________________________
B. What are the Terminologies used to describe various types of guests?

1.______________________________________________________________________________
2.______________________________________________________________________________
3.______________________________________________________________________________
4.______________________________________________________________________________
Activity II:
_____________________ 1.Are group of individuals or groups for a common purpose or goal,

sharing ideas, hobbies, beliefs, and lots of other interests.
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Name of Student :____________________________________Grade & Section:____________________
Name of Teacher:___________________________________________
Module Code: PASAY-FOS-G9-Q1-W2-D3 –D4
_____________________2. Refer to tourists or travelers traveling alone.
_____________________3. Refer to those who come unannounced, looking for rooms.
_____________________4. Is a place where people of different ages gain an education.
_____________________5. Apply to companies or institutions, usually with special credit

arrangement in hotel.
Activity III:
If given the chance to travel, what type of traveler? Why?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Generalization:
By recognizing different types of guest who arrives in your establishment. You will be
Able to prepare their needs promptly. It also helps you to determine what can you
recommend to make their more pleasant.
Evaluation:
__________________1.Refer to a tourist or a traveler who is traveling alone or is not with any tour
group.
__________________2.Is a highly renowned person who deserves extra special treatment.
__________________3. Is a person joining another guest in the same room.
__________________4. Refers to a well renowned guest like a high ranking official or an executive
who warrants special treatment and handling.
__________________5.Is someone who travels for pleasure.
__________________6.Refer to returning or visiting Filipinos who are residing or working abroad.
__________________7. Refer to those who come unannounced, looking for rooms.
__________________8. These agencies usually have commission paid agreements with the
establishment and get a discounted rate.
__________________9. Apply to companies or institutions, usually with special credit arrangement

in hotel.
__________________10.some have special booking or credit arrangements with the hotel.
19
Name of Student:____________________________________ Grade & Section:____________________
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to know the basic concepts of
Front Office Services.
B.Lesson/Topic: Core concepts in Front Office Services (FOS)

What is front Office Services?
 A front office is an area in the hotel where clients and company

personnel interact.
 Giving customers easy access to office workers.
 Offering assistance for the incoming clients or customer.
 Being always available to help a client.
What is Front Office Department?

 The Front Office Department is the control center of the hotel, providing 24 hours attention
towards the handling and serving of all guests requirements and needs.
 It relays communication with every other department
 From it comes instruction and directions for the care and services of the guest
 To it comes a change for final billing and settlement.
 Simply the Front Office Department’s global role is providing all guests direct needs like
accommodation, telephone, cashier, and all other services of the hotel.
Importance of Front Office Department

 Most important department in a hotel
 Serves as the nerve for all hotel operations
 Interface between the hotel and the guest
 Guest makes first contact with FO department
Rules and Regulation of Front Office Department

1. Always bear in mind your working hours.
2. Be ready to work at your station at least 15 minutes before schedule. Sign in and sign out in
the assigned book
3. You should always be well groomed, uniform must be neat and clean and nametag should
be worn at all times.
4. Always greet your fellow workers when you first arrive at your station.
5. No food, no chewing gum, no smoking around the working area.
6. Greet guest politely every time you meet them. If you know the name, greet them by name, if
you don’t you use Sir or Madam.
7. Be polite to guest and fellow workers, however do not exceed the limits of courtesy and
politeness
8. Never leave your station when nobody else is there.
9. Pick up the telephone at your station within 3 rings.
20
Name of Student: ____________________________________Grade & Section:____________________
Name of Teacher:___________________________________________
10. Always smile
11. Every time you have to leave your station, inform your fellow workers where you will be and
when you will be back.
12. Do not leave your post until you have been replaced
Duties of Front Office Personnel

1. Front Office Manager is tasked with making sure that the Front Office. The place where guests
first come into contact with the hotel and staff – runs smoothly and effectively.
2. Reservation Agent - their job is to assist customers with the planning and booking aspect of their
vacation or stay.
3. Receptionist a person employed in an office or other establishment to answer the telephone,
deal with clients, and greet visitors.
4. Bellboy/Bell Staff provides customer service to hotel guests in the following ways: Luggage
assistance. Bellhops assist guests in transporting luggage to and from guest rooms
5. Cashier collects money from guests for their lodging.
6. Door Attendant (popularly known as doormen) work for upscale hotels, fancy apartment
buildings and clubs. The doorman is the first and last person you will meet during your stay
at a hotel or club.
6.Night Auditor acts as a front desk agent, with the added responsibility of balancing reports from
previous day's shifts. Other responsibilities include: Greet and check guests in upon arrival
and provide them with relevant hotel information
7.Concierge assists guests by performing various tasks such as making restaurant reservations,
booking hotels, arranging for spa services, recommending night life hot spots, booking
transportation (like taxi, limousines, airplanes, boats, etc.), coordinating porter service (luggage
assistance)
8.Telephone Operator takes and distributes messages for guests, provides information on guest
services, and answers inquires about public hotel events.
Reference: Front Office Services by: Victor A. Caylao Jr.

Google.com
Activity I: Word Puzzle
Direction: Find the 10 missing word in the sentence below related to Front Office
Services. Find and mark the 10 items on the puzzle.
(Your guide questions are on the activity II)
S I T E R N E T C O M M E L I O B Y I N
E N N A C C O M M O D A T I O N I L N E
R S A T T E N T I O N B D S A B L G I R
V P E H E L P L E T T R E A C T L O O V
I I R B A R C O M M U N I C A T I O N E
C A V A I L A B L E A R T O R K N D T S
E R U S H A C C E S S T O N E R G D O T
R B A A S S I S T A N C E M E E T Y Y Y
21
Name of Teacher:___________________________________________
Activity II: Fill in the missing word your answer are on the puzzle above.
1. Front office is an area in the hotel where clients and company personnel ___________________.
2. They offer ________________________________________for the incoming clients or customer.
3. Being always _____________________________________________________to help a client.
4. They give instruction and directions for the care and _________________________of the guest.
5. Giving customer easy ____________________________________________ to office workers.
6. They provide guest direct needs like _______________________,telephone, cashier and all
other services of the hotel.
7. They provide 24 hours ________________________towards the handling and serving of all
guest requirements and needs.
8. It relays ________________________________________________with every other department.
9. They serve as the _____________________________________________for all hotel operation.
10. Where a change for final ____________________________________________and settlement.
Activity III: Enumerate the duties of the Front Office Personnel
FRONT OFFICE PERSONNEL
Generalization:
The Front Office is a very critical service unit because the frist contact of guests and
prospective patrons in the hotel are Front Office personnel.It is from this first contact that the guest
makes his first and oftentimes lasting impression about the hotel.
Evaluation: Write TRUE if the statement is correct and FALSE it is not.
-----------------1. Do not leave your post until you have been replaced.
__________ 2. Food is allowed around the working area.
__________ 3. Pick up the telephone at your station within 4 rings.
__________ 4. Greet guest politely every time you meet them.
__________ 5. Always bear in mind your working hours.
__________ 6. Be polite to guest and fellow workers.
__________ 7. Leave your station every time you want.
__________ 8. Be ready to work at your station at least 15 minutes before schedule.
__________ 9. Every time you leave your station inform your fellow workers.
__________ 10.Always be well groomed, uniform must be neat and clean.

22
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to know the responsibilities of
a Front Office Agent
B. Lesson/Topic: Responsibilities of a Front Office Agent
Key Responsibilities of a Front Office Agent

 To sell sleeping rooms
 Communication and accounting
 To receive and process reservation
 Responsible for handling guest request, queries and
complaints
 To perform any other duties as may be assigned from time to
time
 To perform front desk administrative duties and offer good
customer care services to both internal clients
What are the main responsibilities of the Receptionist
 Greet, register and assign rooms to guests
 Create good homey impression in behalf of the hotel
 Process guests’ check ins and outs
 Assist guests in storing valuables in secure deposit box
 Liaise with other departments of the hotel
 Handle payments through cash, checks and credit cards
Attributes of the Receptionist

1.Pleasing personality is the aggregate of all the agreeable, gratifying and likable qualities of an
individual. It means those who come in contact with you, are really pleased to meet you and
would like to remain in your company.
2.Good personal interrelationship with people and good social skills. A positive first impression is
a vital start to building a relationship with a potential client. “A warm welcome is not just a welcoming
smile, but it is a good start. If you can remember personal details about them it shows you have a
genuine interest in them. It shows that you are listening to them, valuing their feedback and
conveying clear messages.
3.Good communication skills can enhance a guests experience. This can lead to customer
loyalty, increased business and eventually the hotel becoming more successful.
4.Smart defines as 'having or showing a quick-witted intelligence', and intelligence is defined as 'the
ability to acquire and apply knowledge and skills'.
5.Morally upright behaving according to standards of what is right or just.
23
Name of Student:____________________________________ Grade & Section:____________________
Name of Teacher:___________________________________________
While Interacting with the Guest
1.Facial Expression
(Maintain an interested and helpful expression)
a. Make an eye contact with the guest.
b. Always smile.
2.Distance, speech and gestures

a. Keep at least 2 feet distance with the guest.
b. Speak softly and clearly
c. Avoid unnecessary hands and facial gesture (mannerism).
3. Keep good posture

a. Stand straight.
b. Weight balanced on both feet.
c. Shoulder straight.
4.Hand position
a. Don’t keep your hands in the pocket.
b. Don’t cross arms.

Google.com
Activity I: Take Me In
Direction: Write the attributes of the receptionist in the box provided
1._____________________________________________________
2._____________________________________________________
3._____________________________________________________
4._____________________________________________________
5._____________________________________________________
24
Name of Teacher:___________________________________________
Module Code: Pasay-FOS-G9-Q1-W3-D3
Activity II: Write √ if it right and X if it wrong in interacting with the Guest.
_______1.Keep at least 4 feet distance with the guest.
_______2.Stand straight.
_______3.Speak in a loud tone.
_______4.Don’t keep your hands in the pocket.
_______5.Make an eye contact with the guest.
Generalization:
The Front Office is truly the nerve center of a hotel. Members of the front office staff
welcomes the guest, carry their luggage, help them register, give them their room keys and mail.
The sleeping room are comfortable and well equipped and clean. The role played in the Front Office
is promoting good guest relation is self- evident and cannot be overemphasized. The service
personnel must reflect the image of the company. They must therefore carry themselves in a
professional manner to make a good impression.
Evaluation:
Fill in the missing word in the sentence below. About the key Responsibilities of
a Front Office Agent and Main Responsibilities of the Receptionist.
1. Handle ________________________ through cash, checks and credit cards.
2. Responsible for handling guest’s ________________queries and complaints.
3._________________________________register, and assign rooms to guests.
4. To perform front desk ___________________________duties and offer good

customer care services to both internal clients.
5. Liaise with other _______________________________________ of the hotel.
6. Create good __________________________ impression in behalf of the hotel.
7. To receive and process ___________________________________________.
8. Process guests _______________________________________ ins and outs.
9. To perform any other _______________ as may be assigned from time to time.
10. Assist guests in storing __________________________ in secure deposit box.
25
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to identify the Professional
Ethics for Front Office Personnel
B. Lesson/Topic: Professional Ethics for Front Office Personnel

The service personnel must reflect the image of the company. They must
therefore carry themselves in a professional manner to make a good impression.
Professionalism may be projected in terms of;

1.Physical projection – appearance, poise, posture and body language.
2.Verbal projection – quality of speech, diplomacy and tact in the words and
expression used, including the tone, volume and non-verbal gestures.
3.Conduct and behavior – practice of basic courtesies, tolerance for difficult
guests and customers, compliance to service standards, etc.
A. Physical Projection
 Wear of uniform
 Avoid too many jewelry
 Maintain poise and posture by direct eye contact.
 Strictly observe the grooming standards
B. Verbal Projection
 Speak with clarity
 Speak with audible, relaxed and natural manner maintain conversational tone and volume
 Observe right speed
 Always confirm or clarify details
 Accept and respect the opinion and ideas of others
 Make it a habit to use magic words
 Be sensitive to the feeling of others
 Listen with interest and undivided attention
 Be honest and accurate in giving information
C. Work Behavior and Habits

A professional waiter/server must behave with gentleness and in strict observance of the
rules of basic courtesy and work ethics.
Some habits to be avoided while on duty are:

1.Unsanitary Practices (unclean enough to endanger health)
 Smoking, coughing/sneezing
 Serving food/ cutleries that have fallen on the floor
 Scratching body parts
 Putting food on dirty tables
 Spitting on walls, floor or sink
 Cooling warm/hot by blowing air out of the mouth
 Tasting in view of customer
26
Name of Teacher:___________________________________________
 Wiping perspiration with wiping cloth used for service
 Handling food with bare hands
 Combing hair inside the dining room
 Using strong perfume
2.Unpleasant Habits (is a negative behavior pattern)

 Yawning
 Grouping tighter with other staff
 Frowning look and show irritation
 Sneering or staring look
 Chewing gum
 Suggesting or demanding for a tip
 Counting tips in view of the customers
 Airing grievances against the company to the customer
 Too much familiarity with the customers
 Bluffing customers
 Reading newspaper or magazines
 Singing,whistling
 Use of rude and insulting language
 Seating with customers to indulge in conversation with them
 Pointing at something or someone with a finger
 Interrupting customer’s conversation unless for a valid reason
 Divulging confidential information to customer
 Leaving one’s work station longer than necessary

Google.com
Activity I: Enumeration:
A. Write at least 5 unsanitary practices.
1.____________________________________________________________________________
2.____________________________________________________________________________
3.____________________________________________________________________________
4.____________________________________________________________________________
5.____________________________________________________________________________
B. Write at least 5 unpleasant habits.

1.____________________________________________________________________________
2.____________________________________________________________________________
3.____________________________________________________________________________
27
Name of Teacher:___________________________________________
4._____________________________________________________________________________
5.______________________________________________________________________________
Activity II:
1.____________________quality of speech, diplomacy and tact in the words and expression used,
Including the tone, volume and non-verbal gestures.
2.___________________appearance, poise, posture and body language
3.__________________practice of basic courtesies, tolerance for difficult guests and

customers, compliance to service standards.
4.___________________ unclean enough to endanger health.
5.___________________ is a negative behavior pattern.
Generalization:
Professional employees tend to understand boundaries more clearly, and solve any minor
issues in an efficient and respectful approach. Professional behavior also helps staff avoid offending
clients when they have a different perspective, as well as offending those from different cultures or
backgrounds.
Evaluation: Identify the following what is being projected by a Front Office Staff
 Physical projection
 Verbal projection
 Work behavior and habits
___________________1.Wear proper uniform.
___________________2.Scratching body parts.
___________________3.Speak with clarity
___________________4.Strictly observe the proper grooming standards.
___________________5.Always confirm or clarify details.
___________________6.Good personal interrelationship with people, good social skills
____________________7.Good communication skills
___________________8.Maintain poise and posture by direct eye contact.
_____________________9. Morally upright.
____________________10.Speak with audible, relaxed and natural manner.

28
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected on to know the different hotel
location, star ratings and types of hotel
B. Lesson/Topic: Hotel Location, Star Ratings and Types of Hotel

Finding the right type of accommodation can make a world of a difference to your overall
travel experience. But since there are so many different types of hotels in the world, sometimes it
can be difficult to choose the one that fits your needs. Let’s take a look at what kind of hotels exist
today.
Unlocking of difficulties:
1. Tourism is a travel for recreational, leisure or business purposes.
2. Hospitality consists of broad category of fields within the service industry that includes
lodging, restaurants, event planning, theme parks, transportation, cruise line and additional
fields within the tourism industry.
3. Hotel is a commercial establishment providing lodging, meals and other guest services.
Hotels by star rating (are often used to classify hotels according to their quality)
a. A 1 star hotel is a basic or no–frills accommodation venue that offers limited amenities. It’s
important to note that a 1-star rating doesn’t mean the venue is dirty or unsafe. You can think
about it as a small (usually family run) place to drop your luggage and get some sleep.
b. A 2 star hotel is still within the budget range, and it may be individually owned, although it
usually is part of a budget hotel chain. Bedrooms in 2 star hotels should have a TV and phone, but
don’t expect the latest technology. A restaurant and housekeeping services are often available.
c. A 3 star hotel is a mid-range option that offers a higher standard of comfort and has a more
contemporary style. Typical amenities may include a gym, business Centre, room service, cable
TV, and valet parking.
d. A 4 star hotel is an upscale property offering very high standards of service and superior
comfort. Here you can expect to find amenities like designer toiletries, premium bedding, concierge
service, a wellness or spa center, swimming pool, and high-end pick up services, like a limousine.
Many boutique hotels fall within this category.
e. A 5 star hotel is a luxury hotel that offers first-class standards of service, amenities, and comfort.
Typical amenities in luxury hotels include personalized greeting, complimentary services like
ironing, fresh flowers, a personal butler, in-room Jacuzzi, access to multiple restaurants (some of
which may be award-winning venues), on-site golf courses, etc.
The star system is mostly used in Europe and North America. In other parts of the world stars may
also be used, but the standards different from the ones we have described above. In addition to
stars, hotel categories can also be defined based on other criteria, such as location, clientele, or
theme.
29
Name of Teacher:___________________________________________
Hotels By Location
1. Ski hotels offer easy access to ski slopes and are built around winter sport activities like
snowshoeing, ice skating, snowboarding, or sledding.
2. Downtown apply to hotels located in dense urban areas.
3. Beach/Resort in many cases, these are all inclusive hotels with a seaside location and focused
on offering leisure and relaxation options. And has two main categories:
 A resort can be located nearby some sort of special attraction that attracts guests for a
reason other than the hotel itself.
 Hotels that can create their own special attraction such as health spas, private golf and/or
tennis facilities, expansive pool areas and other unique signature attractions.
4. Sub-urban most common, generally considered being those that do not fit into the three location
type.
5. Airport Hotel a hotel near the airport. The hotel does not have to be connected to the airport
(Although some are) or even adjacent to it; it could be located up to five miles away. Most airport
hotels have a shuttle to and from the terminals.
Types of Hotel
a. Hotels by clientele
You can also find that hotels are classified based on the type of guest they target. For example,
Business Hotels will have a wide range of amenities for this traveler type, such as meeting and
conference rooms, high-speed internet, airport pick-up, and a business Centre.
Then there’s Family Hotels, which may have a kids’ club, restaurants that offer children’s menus,
dedicated play areas, or baby-sitting services. At the other end of the spectrum we find adults-only
hotels, which are the perfect getaway choice if you’re looking to celebrate a special occasion like a
wedding anniversary or a honeymoon.
b. Themed hotels
Last but not least, themed hotels offer specific travel interests. Common categories include:
Gastro Hotels (perfect for foodies), spa hotels (which focus around well-being and relaxation),
Wine Hotels (often located in or near vineyards to offer a complete experience to wine lovers), and
Retro Hotels, decorated and set to take travelers back in time.
References: Front Office Services Book by; Victor A. Caylao Jr.

https://www.cataloniahotels.com/en/blog/different-types-of-hotels-in-the-world/
Activity I:
A. Tell me about the types of hotel by clientele ` ``
_________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
B. Tell me about the hotel locations

1.______________________________________________________________________________
2.______________________________________________________________________________
3.______________________________________________________________________________
4.______________________________________________________________________________
5.______________________________________________________________________________
30
Name of Teacher:___________________________________________
C. Enumerate the different Hotels by star rating
1.__________________________________ 4._________________________________
2.__________________________________ 5._________________________________
3.___________________________________
Activity II:
__________ 1. Decorated and set to take travelers back in time.
__________ 2. Which may have a kids’ club, restaurants that offer children’s menus, dedicated play
areas, or baby-sitting services.
__________3. Is a luxury hotel that offers first-class standards of service, amenities, and comfort.
__________4. Is a commercial establishment providing lodging, meals and other guest services.
__________5. Most common, generally considered being those that do not fit into the three location
type.
Generalization:
The hotel is an immovable fixture which has to use its skills in marketing to overcome any
difficulties which may emerge after its initial location. In a true sense, the location tends to dominate
all hotel operations substantially. It determines the customer mix which the business can achieve
and therefore, the direction of marketing strategy and other business tactics. Thus the hotel
planners need to select a place which is calm and quiet, environment –friendly and easily
accessible.
Evaluation: Identify the answer of the following questions.

______________________1.It apply to hotels located in dense urban areas.
______________________2.Is a travel for recreational, leisure or business purposes.
______________________3.This can be located nearby some sort of special attraction that attracts
guests for a reason other than hotel itself.
______________________4.This have a wide range of amenities for this traveler type, such as
meeting and conference rooms, high-speed internet, airport
pick-up, and a business center.
______________________5.This is often located in or near vineyards to offer a complete
experience to wine lovers.
______________________6. Is an upscale property offering very high standards of service and
superior comfort.
______________________7 It is a perfect for foodies, spa hotels which focus around well-being
and relaxation.
______________________8.Is a basic or no–frills accommodation venue that offers limited
amenities.
______________________9. It consists of broad category of fields within the service industry that
includes lodging, restaurants and additional fields within the tourism industry.
______________________10. is a commercial establishment providing lodging, meals and other
guest services.

31
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to know the different room
types.
B. Lesson/Topic: Room Types

In Hospitality, the days of a hotel only offering guests standard rooms for reservations are
long gone! Nowadays, there are many room types and suites at hotels around the world – a
delightfully eclectic selection – meaning that any size of group and most preferences can be catered
for. Room types based on the intended numbers of occupants. And according to the number of
beds:
 Single – A room assigned to one person and has one bed
 Double – A room assigned to two people
 Triple – A room assigned to three people
 Quad – A room assigned to four people
 Queen: A room with a queen-sized bed. May be occupied by one or more people.
 King: A room with a king-sized bed. May be occupied by one or more people.
 Twin: A room with two beds. May be occupied by one or more people.
 Double-double: A room with two double (or perhaps queen) beds. May be occupied by one
or more people.
 Studio: A room with a studio bed – a couch that can be converted into a bed. May also have
an additional bed
Common Room Categories in the United States, the Caribbean, Canada and Mexico:
a. Standard (std): This category usually means the most basic room type offered by the hotel. It
has basic, standards amenities and furnishings.
b. Moderate (mod):Usually a slightly better than standard but still not deluxe.
c. Superior (sup): This category is always subject to interpretation. It’s supposed to mean superior
to a standard room in both size and furnishings, but it often refers to just the view. Some
hotels have only superior room. The categories then are defined by the view and location of
the room.
d. Deluxe (dlx):These rooms are supposed to be deluxe in every way. View, location, furnishings
and size. Usually more spacious and more sophisticated and elegant.
e. Junior Suite (jrste):Is typically a larger room with a separate seating area. Sometimes it’s got a
small divider between the part of the room that bed is in and the seating area, but it is not
two separate rooms.
f. Suite (ste):Is usually two or more rooms clearly defined. A bedroom and a living or sitting
room, with a door that closes between them. Many hotels use the word “suite” to define any
room with a sofa in it so be sure to check thoroughly if what you really want are the two or
more separate rooms.
g. Studio (stu):This is usually configured like a Junior Suite, but has the added advantage of a
“kitchenette” or cooking facilities.
32
Name of Teacher:___________________________________________
Room Views:
1.Partial Ocean View –means that there is a way to see at least a sliver of ocean, even if that
means you have to sit on the shoulders of the person you are sharing the room with in order
to do so.
2.Ocean view room means just that. You will be able to see the ocean from your room, whether it
be from your window or from the balcony. It does not necessarily mean that your room will
be directly facing the ocean.
3.Ocean Front room means your room will face the ocean and offer the best views.
4.Beach Front a strip of land facing or running along a beach. Or situated along or having direct
access to a beach.
5.City View gives you a view of the city from an outside facing room.
6.Mountain View waking up on this majestic scenery of a mountain is a dream come true. All the
special touches, services and facilities as we mean to share them.
7.Water View While a hotel or resort's description of an ocean view room may seem similar to that
of an oceanfront room, the quality of the view can be dramatically different. An ocean view
room means just that. You will be able to see the ocean from your room, whether it be from
your window or from the balcony.
8.Island View with the patios having an angled view of the beach and an angled view of the bay.
The island view looks east over the island and out onto the back bay.
9.Pool View rooms are outward-facing and the pool.
10.Garden View a hotel room that overlooks the garden but that provides no direct access to the
garden.

https://www.xotels.com/en/glossary/room-type/
Activity I: Enumerate the different room types based on the intended numbers of
occupants.
1.__________________________ 6._________________________________
2.__________________________ 7._________________________________
3.__________________________ 8._________________________________
4.____________________________________ 9._________________________________
5.____________________________________ 10. _________________________________
Enumerate the different room views.

1.___________________________________ 6._________________________________
2.__________________________________ 7._________________________________
3.__________________________________ 8._________________________________
4.__________________________________ 9._________________________________
5.__________________________________ 10.________________________________
Activity II: Identify the answer of the following questions.

____________1. having an angled view of the beach and an angled view of the bay.
____________2. means your room will face the ocean and offer the best views
____________3. a strip of land facing or running along a beach. Or situated along or having direct
access to a beach
____________4. You will be able to see the ocean from your room, whether it be
from your window or from the balcony.
____________5. gives you a view of the city from an outside facing room.
____________6. A room with two beds. May be occupied by one or more people.
33
Name of Teacher:___________________________________________
____________7. This category usually means the most basic room type offered by the hotel
____________8. Is typically a larger room with a separate seating area.
____________9. Usually a slightly better than standard but still not deluxe.
____________10. This is usually configured like a Junior Suite, but has the added advantage of a
“kitchenette” or cooking facilities.
Generalization:
With changing market trends and increasing awareness among customers, hotels aren’t
offering just standard rooms anymore. Guests can choose from a wide range of room categories. A
delightful and specific selection allows any group or individual to identify with the choices of room
configuration. Rooms tend to fall into several categories, depending on price range, amenities (pool-
side or sea-facing), type of decor, occupancy etc. Descriptions and images of amenities in each
room need to seem coherent with the category’s name and type.
Evaluation:
__________________1. A room with a studio bed – a couch that can be converted into a bed. May
also have an additional bed.
__________________2. A room with two beds. May be occupied by one or more people.
__________________3. A room assigned to four people.
__________________4. This category usually means the most basic room type offered by the
hotel.
__________________5.Usually more spacious and more sophisticated and elegant.
__________________6. Is typically a larger room with a separate seating area.
__________________7. Rooms are outward-facing and the pool.
__________________8. Means that there is a way to see at least a sliver of ocean.
__________________9. Waking up on this majestic scenery of a mountain
__________________10. Room means your room will face the ocean and offer the best views
34
Name of Teacher: ___________________________________________

A.Objective: At the end of this module, learners are expected to know room types according
to number and types of beds and layout
B. Lesson/Topic: Room Types According To Number And Types Of Beds And Layout
In hotels the rooms are categorized and priced according to the type of bed,
number of occupants, number of bed, decor, specific furnishings or features
and nowadays special even the special theme available in the room.
1. Single room – a room with single bed.
2. Twin room – a room with two single beds.
3. Double room – a room with a large bed.
4. Double – double – has two or queen beds.
5. Triple room – with 3 single beds.
6. Quadruple room – a room for four fitted with four single beds.
7. Family room – a room with at least 1 double bed, with 1 or more single beds.
8. King room -has a king size bed, occupied by 1 or 2 people.
9. Connecting room – have 2 or more rooms with entrance door from the outside and a door
between them where guest can get through each bedroom without going out of their rooms.
Room Configuration characterized the physical make up of a guest room, therefore looking at
differences in guest room within a particular hotel.
1.Standard configuration is defined as the room configuration that makes up the majority of the
sleeping rooms at a particular hotel. Some hotels refer to their standard configuration as the
Run
Of House (ROH).Understood to be the greatest number of available rooms.
2.Enhanced configuration is the next level up from standard configuration.
 It is understood to include more amenities and services than the standard configuration.
 Sometimes called a “concierge” or “business level” room, these rooms carry a higher room
rate than the standard configuration.
3.Suite configuration involves a larger room (in terms of square footage) than the standard
configuration. Examples:
“Jr” Suite the smallest room in the suite configuration. It is often marginally larger than the
standard room.
Corner Suite a suite that is located in the corner of the hotel building itself. This suite often takes up
the same area that two standards rooms would.
“Bi – level” Suite – also takes up more square footage than the standard rooms.
Hospitality Suite – intended to entertain groups of people. They may include a kitchen and/or bar
area and large tables conducive for small group meals or meetings.
Presidential Suite – best room in the hotel, the largest room typically has all the best amenities and
services the hotel can offer.
4. Disabled access configurations include rooms that are equipped to make the overnight stay of
the disabled guest more pleasant and may include:
 Raised beds
 Wider doorways
 Telecommunication Devices
35
Name of Teacher:___________________________________________
 Voice activated dialing
 Clocks with larger, brighter numbers
 Closed caption televisions
Beds found in guest rooms are also classified as follows;

1.Single bed approximately 36”x 75”in size.
2.Double bed can accommodate a couple or two individuals. It is approximately 54”x 75”in size.
3.Queen bed an extra long,extra wide about 60”x 80”in size.
4.King size an extra long extra wide bed, about 78”x 80” in size.
5.California King Size Beds may be found either in the master bedroom for exceptionally tall
guests. California King Size bed is larger than a queen size bed. It is longer but narrower
compared to a regular King Size bed. Approximately 84”x 72”in size.
6.Roll – away bed a portable bed.
7.Pull – out bed are inserted into a bed and pulled out when used.
8.Sofa bed is a couch that is converted into a bed.
Activity I: Enumerate the different Room Configuration
1.____________________________ 3._____________________________
2.____________________________ 4._____________________________

______________1. a room with a large bed.
______________2. have 2 or more rooms with entrance door from the outside and a door between
them where guest can get through each bedroom without going out of their
rooms.
______________3. a room for four fitted with four single beds.
______________4. a room with two single beds.
______________5. a room with at least 1 double bed, with 1 or more single beds.
Activity III. Name the types of bed
_______________________
_______________________ _______________________ _______________________
36
Name of Teacher:___________________________________________
Generalization:
In Hospitality, the days of a hotel only offering guests standard rooms for reservations are
long gone! Nowadays, there are myriad room types and suites at hotels around the world – a
delightfully eclectic selection – meaning that any size of group and most preferences can be catered
for. Of course, variously sized and styled room are made available at differing rates, but prices can
be adjusted depending upon occupancy, time of year, and other factors.
Evaluation:
______________________1.This is intended to entertain groups of people. They may include a

kitchen and/or bar area and large tables conducive for small group
meals or meetings.
_______________________2. This is found either in the master bedroom for exceptionally tall
guests. California King Size bed is larger than a queen size bed.
_______________________3. A Configurations include rooms that are equipped to make the

overnight stay of the disabled guest more pleasant.
_______________________4. This is a king size bed, occupied by 1 or 2 people.
_______________________5. This is inserted into a bed and pulled out when used.
_______________________6. The smallest room in the suite configuration. It is often marginally

larger than the standard room.
________________________7. A couch that is converted into a bed.
________________________8. This takes up more square footage than the standard rooms.
________________________9. Is defined as the room configuration that makes up

the majority of the sleeping rooms at a particular hotel.
_______________________10. A room for four fitted with four single beds.
37
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to respond inquiries regarding
Room Rates designations.
B.Lesson/Topic: Room Rate
Room Rate Designation defines what position a rate will take within the overall rate
hierarchy. Room rate could be typically defined as the price or cost that is charged by the
hotel or lodging industry for overnight lodging. Some of special room rates offered in the
hotels are:
1.Rack rate is the highest published rate a 9.Military and Educational rate are specially
hotel can charge for a specific room. This developed to military personnel and educators.
varies depending on the room type.
2.Commercial Rate – given to the business 10.Membership rates hotel offer fifty percent
representative of a particular company. of the rack rate in order to attract the potential
members of the large organizations.
3.Corporate Rate – are offered to existing 11.Industry rates a negotiated special rate for
business guest of the hotel. Generally two the officials or staffs of the travel industry like
types of business guest stay in the hotel such travel agents works, hoteliers are often
as Frequent Guest who often visit or stay in extended the professional courtesy of
the hotel and Corporate Guest who have discounted rates.
given a constant rate.
12.Half day rate basically developed for those
4.Complimentary rate for business promotion travelers who book room for half day or less.
with zero room charge which is offered to special The room rate is calculated based on duration
guests, industry leaders, Gov. officials etc. of guest stay.
5.Group rate is developed for a large number of 13.Airline Contact rate offer discount to
group. The travel agent works as a negotiator airline crews to generate high volume of
between the front office and the group. business.
6.Family rate for parents and children sharing 14.Travel Writer Rate special offer rate to writer
the same room. Special room rates are offered to appreciate them to write quality and
at particular season with a view to attract family resourceful article about the hotel features.
with their children.
38
Name of Teacher:___________________________________________
7.Day rate is a room rate for less than an 15.Advance Purchase rate is a discount
overnight stay. rate which is offered according to number
of days of advance booking.
8.Government rate which is negotiated 16.Volume account rate is given when

with government organization for their there is guaranteed number of room nights
foreign visitors and travelling official within a specific time frame (one week or
.staffs. one month).Companies and associations
can negotiate for more discounts under this
account.
17.Package plan rate for guestroom sold in a package that includes special events or activities. It
include goods and services with reasonable room rate during low sales periods. Such
package are often advertised and promoted in order to attract guests. Some package may
come in the form of:
a)Vacation Package covering rooms, airline tickets, shuttle service, tour to some tourist
attractions tickets to cultural show.
b)Banquet and room package covers room accommodation, use of function rooms, meal
and snacks.
c)Meeting packages room accommodation, use of conference room, coffee breaks, snacks,
lunch and dinner and also audio visual facilities.
18.Per person rate charges are based on the number of people in a room. Hotels charge a pre set
amount of rooms with a single occupancy, double occupancy (for 2 person) and triple
occupancy (for 3 persons).Any extra person who shares any of this room will pay extra
charge.
19.Seasonal rate off season rate are usually offered during lean season, which is much lower than
the rack rate during “in season”.
20.Weekly weekend rate to encourage patronage during weekends an incentives is given by way
of a special weekend rate (with special discount).
References:
 Learning Module Front Office Grade 9
 https://www.hospitality-school.com/hotel-room-rate
 Front Office Services Book by; Victor A. Caylao Jr.
Activity I:Enumerate at least 10 types of room rates.
1._____________________________ 6._________________________________
2._____________________________ 7._________________________________
3.________________________________ 8._________________________________
4._________________________________________ 9._________________________________
5._________________________________________ 10.________________________________
39
Name of Student: _________________________________Grade & Section:___________________________
Name of Teacher:___________________________________________
_______________1. This is for parents and children sharing the same room.
_______________2. A discount rate which is offered according to number of days of advance
booking.
_______________3. This is given to the business representative of a particular company.
_______________4. A room accommodation, use of conference room, coffee breaks, snacks, lunch
and dinner and also audio visual facilities.
_______________5. This is to encourage patronage during weekends an incentives is given by way
of a special weekend rate (with special discount).
_______________6. A room rate for less than an overnight stay.
_______________7. This is given when there is guaranteed number of room nights within a specific
time frame (one week or one month).
_______________8. Which is negotiated with government organization for their foreign visitors and
travelling official staffs.
_______________9. This is for business promotion with zero room charge which is offered to
special guests, industry leaders, Gov. officials etc.
_______________10. The charges are based on the number of people in a room.
Generalization:
Determining a standard room rate is one of the challenging and tough jobs for a hotel
as a designated room rate must be capable of generating revenue and compensate other cost
of the hotel such as administartive cost,overhead and utility cost.
Evaluation:
_________________1.These are charges are based on the number of people in a room.

_________________2. Which is negotiated with government organization for their foreign
visitors and travelling official staffs.
_________________3.This is given when there is guaranteed number of room nights within
a specific time frame (one week or one month).
_________________4. This is the highest published rate a hotel can charge for a specific
room.
_________________5. A package plan covering rooms, airline tickets, shuttle service, tour
to some tourist attractions, tickets to cultural show.
_________________6. This is the off season rate are usually offered during lean season,
which is much lower than the rack rate during “in season”.
_________________7. This is basically developed for those travelers who book room for
half day or less.
_________________8. This special offer rate to writer to appreciate them to write quality
and resourceful article about the hotel features.
_________________9. This is for business promotion with zero room charge which is
offered to special guests, industry leaders, Gov. officials etc.
_________________10. is a room rate for less than an overnight stay.

40
Name of Teacher:___________________________________________

QUARTER I / WEEK 5 / DAY 2 & D3
A.Objective: At the end of this module, learners are expected to know the guest cycle.
B. Lesson/Topic: Guest Cycle

Imagine you're a hotel guest and you walk into a hotel, expecting an enjoyable stay. What
can a hotel staff do to improve upon your expectations? When you start thinking like a customer
service representative, a front desk clerk, or anyone in guest services, you'll understand that hotel
guests flow through a cycle. The four stages associated with a hotel guest cycle include:
1.Pre – arrival :
 At the time of pre – arrival stage, the hotel must create for every potential guest a
reservation record. Doing this initiates the hotel guest cycle. Moreover, reservation records
help personalize guest services and appropriate schedule needed staff and facilities.
 The reservation department should then complete all the pre-registration activities and
prepare guest folios (applicable only for automated systems).Doing so will eventually
maximize room sales by accurately monitoring room availability and forecasting room
revenues.
2.Arrival:
 At the arrival stage, registration and rooming functions take place and the hotel establishes a
business relationship with the guest.
 The check-in clerk should determine the guest’s reservation status(pre-registered guests
versus walk-ins).Later he/she shall prepare a registration record or make the guest sign the
already printed pre-registration record (under some of the semi-automated and all fully
automated systems).
 The registration records shall include the following personal and financial items:
a) Personal information:
1.Name and surname of the guest along with billing address, telephone number and any
other coordinates.
2.Passport number, birth certificate, and/or driving license number (whatever is applicable)
3.Any special needs or requests.
4.Guest signature
b) Financial information:
1.Date of arrival
2.Expected date of departure or length of stay depending on how the system in the hotel is
Designed
3.Assigned room number
4.Assigned room rate
5.Guest intended method of payment
 Registration records can be used for various purposes:

a) Satisfy guest needs
b) Forecast room occupancies
c) Settle guest’s accounts properly
41
Name of Teacher:___________________________________________
d) Establish guest history records at check out (personal & financial information)
e) Assign a room type and a room rate for each guest
f) Determine long-run availability (reservation information) versus short run
availability(room status)
g) Satisfy special categories of guests such as disabled people through barrier-free
designs.
3.Occupancy:
 At the occupancy stage, the front office department shall coordinate guest services in a
timely and accurate manner. Moreover front office clerks should encourage repeat guests by
paying great attention to guest complaints. This is ensured by placing complaint and/or
suggestion cards in every public place and revenue centers in the hotel. Moreover the hotel
shall, at least on a daily basis, collect comment cards, proceed with their analysis, and
provide positive feedback to guest as soon as possible.
 In addition, shall design effective procedures in order to protect the funds and valuables of
guests. This might be ensured through guest key control, property surveillance, safe deposit
boxes, and well-designed emergency panels and exits.
 Another activity at occupancy is to process posting of guest charges (post room rates ,F&B
charges, additional expenses and taxes) to various guest folios, master folios. While doing
so front office clerks shall continuously check for deviations from the house limit and take
corrective measures to change the status of the guest to Paid-in-advance. Finally front office
clerks shall periodically review account balance in coordination with the night auditor.
4.Departure:
 At the departure stage, the guest shall walked out of the hotel. Moreover front office clerks
shall create guest history record. Finally cashiers shall settle guest’s account outstanding
balances.
 In general a proper checkout occurs when the guest:
a.) Vacates the room
b.) Receives an accurate settlement of the guest account
c.) Returns room keys
d.) Leaves the hotel
 At departure checkout personnel should encourage guests to consider returning to the hotel
on any future date. That’s why cashiers should act like a true sales person, and might
eventually accept guest’s future reservations. That way the stages of the guest cycle
become really a cycle.
 If at departure the guest account is not fully settled, then late charges accumulate. In such
an undesired case, the responsibility of collection lies within the accounting department,
however the front office department shall provide all necessary types of information to make
this collection easier, quicker and feasible.
Activity I:
Enumerate the guest cycle.(In order)
1.____________________________ 3.______________________________
2.____________________________ 4.______________________________
42
Name of Teacher:___________________________________________
Activity II:
A. Identify the needed personal information during arrival.
1.______________________________________________________________________________
2.______________________________________________________________________________
3.______________________________________________________________________________
4.______________________________________________________________________________
B. Identify the needed financial information during arrival.
1.______________________________________________________________________________
2.______________________________________________________________________________
3.______________________________________________________________________________
4.______________________________________________________________________________
5.______________________________________________________________________________
Generalization:
Front office employees must be aware of guest services and guest accounting activities at all
stages of the guest stay. Front office staff can effectively serve the guest if they have a clear
understanding of the flow of business in the hotel. Guest Cycle also represents a systematic
approach to front office operations.Understanding each stage in the guest life cycle and how your
marketing strategy can be fine-tuned to attract guests at specific points in the cycle is an invaluable
resource.
Evaluation:
Write TRUE if the statement is correct and FALSE if it is wrong.
____________1.At the pre arrival stage, registration and rooming functions take place and
the hotel establishes a business relationship with the guest.
____________2. At the arrival stage, the hotel must create for every potential guest a
reservation record.
____________3. At the occupancy stage, the front office department shall coordinate guest
services in a timely and accurate manner.
_____________4. At the departure stage, the guest shall walked out of the hotel.
_____________5. Another activity at occupancy is to process posting of guest charges.
_____________6. During the pre – arrival stage the reservation department should then
complete all the pre-registration activities and prepare guest folios.
_____________7. If at departure the guest account is not fully settled, there is no charges
accumulate.
_____________8. During arrival the registration records shall include the following
personal and financial items of the guest.
_____________9. Front office clerks should encourage repeat guests by paying great
attention to guest complaints.
_____________10. During the departure stage the cashiers should act like a true sales
person, and might eventually accept guest’s future reservations.
43
Name of Student: ________________________________________Grade & Section:____________________
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected on how to determine customer
hotel reservation through phone.
B. Lesson/Topic: Hotel Reservation through Phone
Front Desk is a very important department in the hotel, making direct contact with guests. The
main function of this department is Reservation, Guest service, Check-in, Check-out, Telephone,
Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc.
So imagine yourself being in the office where all people are busy doing their daily tasks, and
then suddenly the telephone near you rings and someone approach you to answer the call. What
should you do?
Here are some tips on how you will handle phone call
1.Remember to answer all calls in a clear upbeat tone and within 3 rings.
2.Make sure you answer each call in the correct manner according to where each call originates.
3.If you respond to a call but you can’t hear anything at all, repeat your greetings 3 times and then
apologize explaining that you can’t hear anything. Ask the mystery caller to try calling back on a
different line before hanging up.
4.As a security measure remember to never give out a guest’s room number to an outside caller
or caller calling on a house phone. Put callers through and leave it up to the guests themselves to
inform callers of their room numbers.
Always remember these in answering calls.
1.The greeting must be clear

2.The telephone must be answered within three rings.
3.State the name of the guest since this will appear in the telephone console
Example: The accounting department. Good afternoon! This is Sally, how may I help you Mr.
Harold?
When answering calls ensure that your callers are aware of the following:
1.That the correct outlet has been called (when appropriate)

2.That the correct property has been called (when appropriate)
3.Who they are speaking to (when appropriate)
4.That you are professional in your approach
5.That you are willing to provide friendly service
44
Name of Teacher:___________________________________________
References:
 https://setupmyhotel.com/train-my
 hotel staff/front-office-training/743-front-office- introduction- operations-functions.html

Activity I: Given the scrambled letters below. Unscramble them to get a word or a group of words
related on how to handle phone call. Write your answer opposite each item.
1. ccrroet ermnna - _____________________
2.lozeaopgi - ________________________
3.gnspkiae - ________________________
4.tieeggnr - ________________________
5.tyecuisr eearsum - ___________________
Activity II: Match column A to column B to answer the questions on hotel reservation dialogues
Column A Column B
1. Good morning. Welcome to the Westin A. Goodbye

Hotel B. Great, thank you so much.
2.Yes sir, we have several rooms available C. Hi, Good morning. I’d like to
And what is the exact date of your arrival? make a reservation for this
3.How long will you be staying? weekend. Do you have any
4. How many people is the reservation for? vacancies?
5.Your room is $400 per night, Now what D. The 24th of June
name will the reservation be listed under? E. I’ll be staying for two nights
6.Could you spell your last name for me, F. For two people
please? G. Sure What’s the rate for the room?
7.Could you tell me your telephone number? H. Jack Johnson
8.Great. Now I’ll need your credit card I. Sure. J-O-H-N-S-O-N
information to reserve the room for you. J. Yes, my cell phone number is
What type of card is it? 555-26386.
K. Visa. The number is 98765432
9. Alright, Mr. Johnson, your reservation has
been made
10.My pleasure. Have a nice day.
Generalization:
As assigned in the Front Office you have to know how to answer the phone
professionally. Even in these days of texting and email, the phone is still most business's
primary point of contact with customers. And the way your company's phone is answered
will form your customer's first impression of the hotel establishment you are working.
45
Name of Teacher:___________________________________________
Evaluation:
Direction: Write TRUE if the statement about tips on how you will handle phone call is correct, or
else write FALSE if it is wrong.
_______1.State the name of the guest since this will appear in the telephone console.
_______2.Answer the phone in aloud tone of voice.
_______3.In answering phone greetings must be clear.
_______4.Always ask an apology if you can’t hear anything and ask for a repeat message.
_______5.Give the guest room numbers for a mystery caller.
_______6.The telephone must be answered within 4 rings.
_______7.Front Office Personnel must willing to provide friendly service.
_______8.Front Office Personnel must be in a unprofessional approach.
_______9.As a security measure never give out a guest’s room number to outside caller.
_______10.Remember to answer all calls in a clear upbeat tone.
46
Name of Student: _______________________________________Grade & Section:____________________
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected on how to give advise of
availability of the customer reservation.
B. Lesson/Topic: Establishing Availability of the Hotel Reservation
Creating a positive impression of the guest begins from the very first point of contact.
When a customer callls to make a reservation. It’s our opportunity to introduce the customer to
our hotel. And provide them with an exceptional level of service. A positive experience on the
phone allows the customer to feel comfortable.
Here are the steps to be undertaken by the Front Office in ensuring the availability of
hotel properties.
1.Check for Availability - Check availability using reservation system in your property.
(A hotel reservation system works by processing secure online reservations made through a
hotel's website. The data is then passed onto a backend system which can be accessed by hotels
to manage bookings).
2. Checking for availability may include inputting the following:

 Arrival Date
 Number of nights
 Number of adults
 Number of room
 Rate code (used to define the various prices for each room type over a particular date range
or rate season).
3.Front Office staff then advises the caller of the availability

Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of August Mr. Smith for $230 per
room per night exclusive of service charge and taxes.”
4.FO staff will advise caller of the inclusions of the rate quoted.
Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5 pieces of
laundry every day, round trip airport transfers, local calls, and the use of the facilities like the gym,
swimming pool and outdoor Jacuzzi.”
5.Multiple scenarios in availability:
 If the caller has no company affiliation but is a returning guest, check his history in the
system.
Offer the same package if it is still valid but upsell to higher room category.
47
Name of Teacher:___________________________________________
Example: “Mr. Smith, the package you availed on your last stay is still valid but you are very
fortunate because we have an available Superior Deluxe on September 9 and this room is more
spacious and has larger windows and a fantastic view.”
 If the package is no longer available, offer existing package.

Example: “Mr. Smith, the package you availed on your last stay is not valid anymore.
However, we are offering you another exciting package.”
 If the first rate offered is not acceptable to the caller, we should determine their specific
needs and or price threshold and negotiate a rate slightly above the caller’s budget, ensuring
there is availability and the rate sold is within the guidelines of the Selling Strategy.
Example:“Mr. Smith, may we know what budget are you looking at for this stay?”
 If the room is not available. The FO staff must offer an alternative

Example“ I am sorry but we don’t have any available Executive room on the 28th of August
Mr. Smith. Would you like me to book you to a Superior Room instead?
 The FO staff must offer another room type, another day, or offer the reservation to be
waitlisted.
Example“ Would you like to move your reservation to another date?” “Would you like me to
put your reservation on waitlist Mr. Smith?
 If the room is available. The Reservation agent offers to make a reservation.

Example“ Would you like me to make a reservation for you Mr. Smith
References:
 Google.com
Activity I:
Complete the steps of ensuring availability of hotel properties.
1.Check for availability
2.
3.FO staff then advises the caller of the availability
4.
5.
Activity II:
Direction: Write the telephone verbiage example for taking reservations on the space provided.
1. FO staff then advises the caller of the availability
_______________________________________________________________________________
_______________________________________________________________________________
48
Name of Teacher:___________________________________________
2. FO staff will advise caller of the inclusions of the rate quoted.
_______________________________________________________________________________
___________________________________________________________________________
_____________________________________________________________________________
3.If the room is not available the FO staff must offer alternative
_______________________________________________________________________________
_______________________________________________________________________________
4.If the package is no longer available, offer existing package.

_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5.If the caller has no company affiliation but is a returning guest, check his history in the system.
Offer the same package if it is still valid but upsell to higher room category.
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Generalization:
Make sure that the hotel properties are available before you make any reservation. To ensure
that quality service is provided and customers expectation is being met. And by following the steps
you are able to inquire important customer details ,tell their benefits and inclusions. As a result they
will continue being your customers in the future. Because of a positive experience on the phone
Evaluation:
Fill in the missing word to correct the steps in ensuring availability of hotel properties.
1.FO staff will advise caller of the ______________________________________of the rate quoted.
2.If the package is no longer available offer existing _____________________________________.
3.Check availability using _______________________________________system in your property.
4.If the room is not available the FO staff must offer _____________________________________.
5.The hotel rate must be sold within the _____________________________of the selling strategy.
6 .Checking for availability may include inputting the _____________________________________,
__________________, _______________, _________________, _________________________.
7.If the caller has no company affiliation but is a returning guest, check his____________________
in the system.
8 .If the room is available Reservation ________________________ offers to make a reservation.
9. If the first rate offered is not acceptable to the caller, we should determine their ______________
needs and price.
10.The FO staff must ________________ another room type, another day, or offer the reservation
to be waitlisted.
49
Name of Student: ______________________________________Grade & Section:____________________
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected on how to give advise to the
customer availability of the reservation by practicing telephone etiquette.
B. Lesson/Topic: Telephone Etiquette
Telephone etiquette is the way you use manners to represent yourself

and your business to customers via telephone communication. This includes the
way you greet a customer, your body language, tone of voice, word choice,
listening skills and how you close a call. This is very necessary to know as a
Front Office Services Staff.
1. Always identify yourself at the beginning of all calls.

A) When in the office, always answer a telephone by saying: “Good Morning, Accounting
Department, Catherine Sy speaking. How may I help you?”
B) From a cell phone, state your name, Hello, Catherine Sy here. Do not answer by using
words such as “yeah” or “yes.”
C)When placing a call, always state your name along with the name of the person you are
calling. Example: “Hello, my name is John Doe from XYZ Corporation. May I please speak
with Ms. Jane Smith?”
2.Be sensitive to the tone of your voice.

Do not sound overly anxious, aggressive or pushy. It is important your tone conveys
authority and confidence. Do not lean back in your chair when speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at home, use a personal
tape recorder to privately record your own conversations. You will then hear how your sound
to others.
3. Think through exactly what you plan to say and discuss BEFORE you place a call.
Tip: Jot down the items you want to discuss and questions you want answered. In other
words, anticipate and expect you will be placed into a voicemail system; plan your message
to be as direct and specific as possible, asking the person to respond to specific alternatives
or questions. Do not say, “Hello, it’s Syndi, call me back.” At least state the subject about
which you want the person to call you back about.
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Name of Teacher:___________________________________________
4. Do not allow interruptions to occur during conversations. Do not carry on side

conversations with other people around you. The person on the telephone takes precedence
over someone who happens to walk in your office or passes by while you are on the phone.
Tip: If you must interrupt the conversation, say to the person, “Please excuse me for a
moment I’ll be right back.” And when you return, say, “Thank you for holding.”
5.Especially when leaving messages, speak clearly and slowly. Do not use broken
phrases, slang or idioms. Always, always leave your return telephone number as part of your
message, including the area code . . . and S-L-O-W-L-Y, including REPEATING your
telephone number at the end of your message.
Tip: Practice leaving your number, by saying it aloud to yourself as slow as you have heard
an informational operator say it.
6.Always speak into the telephone receiver with an even and low tone of voice.
Especially when speaking on a cell phone out in public, be sure to monitor how loud you may
be.
Tip: Move the phone ear piece just slightly away from your ear and listen to yourself
speaking. Discover whether you are speaking too loudly or too quietly for the other person to
7.Do not allow yourself to be distracted by other activities while speaking on the
telephone, such as rustling papers, chewing and eating, working on the computer, or
speaking with someone
else.
Tip: Always treat every caller with the utmost courtesy and respect by giving him/her your
undivided
attention.
Sample telephone verbiage for taking reservations:
1.FO staff informs the caller that he/she will be processing the reservation.
Example: “This is room reservations, my name is (reservationist’s name) and I will be taking
your reservations (guest name)
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Name of Teacher:___________________________________________
2.FO Staff will then ask the following questions for record purposes.
a. Customer’s name
Example: “May I have your name?” or
“May I have the name of the person you are booking for?”
b. Date of arrival
Example: Example: “May I have your arrival date Mr. Smith?”
c. Number of nights
Example: “How many nights would you be staying Mr. Smith?
d. Number of room required

Example: “How many rooms would you be needing Mr. Smith?
”
e. Type of room and their respective rates
Example: “What type of room would you be needing Mr. Smith? We offer the
Executive De Luxe room at $200.00, while the Superior De Luxe room is at $300.00
rate.”
f. Company affiliation
Example: “Do you have any company affiliation Mr. Smith?”
Reference: Learning Module Front Office Grade 9
Activity I. Identify the telephone etiquette based on the sentence given. Choose your answer from
the word pool above .Write the letter of your choice.
A. Always identify yourself at the beginning B. Don’t allow interruption
C. Speak clearly and slowly
__________1.Do not sound overly anxious, aggressive or pushy

__________2.Do not use broken phrases, slang or idioms.
__________3.Do not chew, eat or speak to someone else.
__________4.Do not carry on side conversations with other people.
__________5.Always state your name
Activity II. The phone is ringing what should you do? How are you going to ask questions for record
purposes?
a. Customer’s Name d. Number of Room Required
_____________________________ ______________________________
_____________________________ ______________________________
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Name of Teacher:___________________________________________
b. Date of Arrival e. Type of Room and their respective rates
__________________________________ ___________________________________
__________________________________ ___________________________________
__________________________________ ___________________________________
___________________________________
c. Number of Nights
f. Company Affiliation
___________________________________
__________________________________
___________________________________
__________________________________
__________________________________
Generalization:
To achieve excellent phone etiquette, it is necessary to develop active listening skills.

Adopt a confident tone of voice to limit interruptions and maintain a professional engagement. And
possess a positive and cheerful disposition. Which gives the customer a
Evaluation:
Direction: Write True if the statement about proper telephone etiquettes is correct and write False if
it is wrong.
________1.When in the office, always answer a telephone by saying: “Yes Sir, how may help you?”
________2.Jot down the items you want to discuss and questions you want answer during the
telephone inquiry.
________3.Always speak into the telephone receiver with an aggressive and overly anxious voice.
________4.Do not allow interruptions to occur during conversations.
________5.Build the habit of always turning off your cell phone ringer when entering a meeting.
________6.For security reasons, do not identify yourself at the beginning of all calls.
________7.Think through exactly what you plan to say and discuss after you place a call.
________8.Do not use broken phrases, slang or idioms when leaving a message.
________9.Always treat every caller with utmost courtesy and respect by giving him/her your
undivided attention.
________10.During phone conversation, it is important that your tone conveys authority and
confidence.
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Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to offer alternatives payments
of on two types of reservation.
B. Lesson/Topic: Types of Reservation and Mode of Payment

Reservation of the hotel accommodation is one of the important responsibilities of the front
office department. A potential guest contacts a hotel for availability of the desired type of
accommodation and any allied services that the hotel offers. The front office department needs to
react to the enquiry of the guests.
1. Regular Reservation
Refers to an agreement that a hotel makes to hold a room until cut-off date and time.If
the Guest does not arrive by the time, the room maybe sold to other guests.
2. Confirmed Reservation
Applies when the terms of reservation have been verified. Both the hotel and the
reserving party agree on the dates, rates and billing arrangements, room types and other
arrangements. This reservation is confirmed to the guest verbally or in writing through mail,e-
mail and fax.
3.Guaranteed Reservation
Is an agreement that the hotel makes to hold a room for a guest until the guest
arrives. In return, the guest or his sponsor assures payment for the room using his credit card,
or his company account or by making a pre-payment. Unless the reservation is properly
cancelled, the guest is billed for the room, including the applicable taxes.
4. Non-guaranteed Reservations
The hotel holds the room until a specified time. The hotel has an option to sell the
room to another guest after the release. This is to ensure that opportunities are given to other
guest who may want to book in the hotel. For some hotels with a very high guaranteed deposit,
they do not accept non-guaranteed reservation.
The Forms of Settlement of guest are the following;
1.Prepayment is payments made in advance through mail; walk-in and other methods
that guest can pay in advance or prior to their stay.
2.Advance deposits are partial payments made by the guest for his entire stay. These usually
are estimated first day stay room charges.
3.Credit Card is a pre-authorized payment enabling the hotel to block a certain amount in the
credit card to be used as payment of guest. This can also be a direct sale in the credit card.
4.Send Bill arrangements, where all the bills are settled by:
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Name of Teacher:___________________________________________
 Travel agencies makes the deposit as guest is a third party in the agreement.
 Corporate accounts are arrangements between the company and the hotel. The hotel upon
evaluation grants a credit line that can be used by the company. Company guest are billed
through their company account and sent by the hotel for billing purpose. Under this
arrangement, special rates are being given by the hotel to entice companies to book in the
hotel.
5.In – house Voucher

A document which can be used as proof that a monetary transaction has occurred between
two parties. In business, a payment voucher can be used for a variety of purposes, sometimes
taking the place of cash in a transaction, acting as a receipt, or indicating that an invoice has been
approved for payment.
Reference: Learning Module Front Office Service Grade 9

Front Office Services Book by; Victor A. Caylao Jr.
Activity I: WORD PUZZLE
Direction: There are SIX (6) key terms about the Types of Reservation and Mode of Payment in this
puzzle. Be able to mark it on your answer sheet.
A D G J L B M L G D O R T T T P
L G H Z X C B N B D E Q S R R R
N O N G U A R A N T E E D A A E
A S D G J K L E T R S A D V V P
R G U A R A N T E E D E M H E A
M I S P L A C E H O T E L L L Y
Y C R E D I T C A R D P O M A M
H A P P Y C R E A T I E V G G E
P S A L A D T A S T E S E E E N
A D V A N C E D E P O S I T N T
R E S E R V A T I O N S H P T A
C O R P O R A T E A C C O U N T
Activity II.Fill in the Bubbles below.What are the forms of settlement?
Forms of Settlements
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Name of Teacher:___________________________________________
Generalization:
Hotel accept reservation for their accommodation units after checking certain factors
about the guest and to forecast profile of the guest and so on. The reservation of the guest can
be tentative, confirm or waitlisted. But in some hotels with a very high guaranteed deposit, they
do not accept non-guaranteed reservation. For Guaranteed reservation the forms of settlement
can be prepayments, advance deposit, credit cards and contractual agreements.
Evaluation: Identify the answers of the following questions.
___________________1. A document which can be used as proof that a monetary transaction has
occurred between two parties.
____________________2. The hotel holds the room until a specified time.
____________________3. partial payments made by the guest for his entire stay.
____________________4. Is an agreement that the hotel makes to hold a room for a guest until the
guest arrives.
____________________5. A payments made in advance through mail; walk-in and other methods
that guest can pay in advance or prior to their stay.
____________________6.The payments is settled by an arrangements between the company and
the hotel.
____________________7.The payment is made by a third party agreement.
____________________8. A pre-authorized payment enabling the hotel to block a certain amount

of the guest payment.
___________________ 9. Applies when the terms of reservation have been verified.
____________________10.Refers to an agreement that a hotel makes to hold a room until cut-off
date and time.
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Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected respond to inquiries regarding
rates and other product features according to established procedures.
B. Lesson/Topic: Information Asked for Reservation
While getting a reservation inquiry, the reservation agent shall obtain the following
guest - related information.
a.)Guest’s name, address and telephone number e.)Number of people in the group, if applicable
b.)Company or travel agency name f.)Method of payment and/or guarantee
c.)Date of arrival and departure g.)Any other special requests
d.)Room Preferences
Sample Dialogue: Making Room Reservation on Telephone (SOP)
Step 1: Answer the telephone within 3 rings.

Step 2: Greet the guest properly. Ex: Good Morning, Front Desk, This is Cristina (front desk clerk’s
name) from XYZ Hotel. How may I help you?
Step 3: In this stage be sure about the name and when the guest wants to check in
and check out. Try To understand this conversation:
Guest: “I want to make a reservation” I am Carlo Yi.
Agent: Ok Mr. Yi are you our priority Club Member? When do you plan to reserve a room?
(Ask to ensure about the guest) or “Did you stay here before”
(If guest says yes then ask a following question)
“May I have your previous check in and check out date, please?”
(Ask this question to know what price was offered before and what is guest’s
preference and other information related to that particular guest)
Step 4: After confirming about the guest, proceed to the next level. In this case, first look for the
room inventory. You may either find a vacant room or no room for sale. Now, follow these
steps in those cases. If you don’t find any room available: Now your approach will be to know
which room will best suit the guest. Follow these steps;
Agent: Ok, Mr. Yi will you travel alone or not? (As agent, your duty is to recommend a room suited
for the guest. If guest is travelling with family then you cannot recommend to him a single
room. In this case you must look for a Family room or other rooms for more than 1 person.
Agent: Mr. Yi currently we have a deluxe room, suite and studio room to accommodate your family.
Reference: Front
(If you Office
have Services
different typesBy:ofVictor
roomsA.vacant
Caylaothen
Jr. give some options to guest).
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Name of Teacher:___________________________________________
Step 5:Try to highlight different features of each type of rooms and their price. If there is any
discounted offer, offer it. Be ready all the time for up selling.
Step 6: Make reservation properly. First be sure about guest name.
Guest: It is C-A-R-L-O Carlo and then Y – Iyi.
Agent: Is it C-A-R-L-O Carlo and then Y – Iyi . (Use phonetic alphabet if possible)
Guest: Yes you are right. Then politely request him for guaranteed booking.
Agent: Mr. Yi, as you know our hotel is a busy hotel So, I would like to recommend that you
guarantee your booking as we have very high occupancy rate.
Step 7: Explain your procedure for guaranteed reservation.

Agent: Mr. Yi, I just placed your reservation as guaranteed. This will ensure your booking. Now , if you
do not come on date, without informing us then one night room will be charged to your credit
card as penalty. However if you wish to change your reservation, then you have to inform us
24 hours in advance. I guess you understand our policy.
Step 8: Get contact details
Agent: May I have your contact number and address please.
Step 9: Offer more services to your guest.
Agent: Mr. Yi we are offering other services for our guest. Would you like us to arrange for a pick up
service from the airport?
Guest: Yes, that’s great.
Agent: Ok Mr. Yi. For transportation facility, both fax or telephone and credit card guarantees are
required. As soon as we receive your confirmation, our concierge will contact you and make
all the arrangements.
Step 10:Now you will approach to close down the selling. Repeat all required information to be sure
that you have made proper reservation.
Agent: So now, Mr. Yi, I am going to repeat your reservation details. You like to be checking in on
XXX .And your checking out date is XXX. You preferred a non-smoking, twin bedded
supreme room for you and for your family. Room rent is XXX US$ per night which includes
complimentary breakfast. You also pay in advance for transportation service. Your
confirmation number is XXX.
Guest: Yes, you are right.
Step 11: Thank the guest for his call and finish the conversation.
Agent: Thank you, Mr. Carlo Yi for choosing XYZ hotel. Certainly, you made the right decision. So,
Mr. Yi see you on XXX. Have a great day.
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Name of Teacher:___________________________________________
Activity I: CHECKLIST
Direction: Evaluate yourself by completing the self-check.
After each item, place an X in the box that best describes your
accomplishment. If a performance element was not applicable,
or impossible to accomplish, place an X in the N/A box.
LEVEL OF PERFORMANCE
DID YOU? NA NO PARTIAL FULL
Acknowledge customer making a reservation
using property standards.
Determine the availability of the reservation
and advises customer properly
Offer alternatives, including waitlist options, if
requested booking is not available
Handle inquiries regarding rates and other
product features are responded to
Generalization:
As a Front Office Personnel it is important responsibility. To have proper knowledge
about the rates, the procedures and the services that the hotel offers. So that you can react and
answer correctly to the enquiry of the guest.
Evaluation:
Direction: Arrange the steps in making room reservation. Write 1 for first step so on...
___________ A. Now you will approach to close down the selling. Repeat all required information to
be sure that you have made proper reservation.
____________B. Try to highlight different features of each type of rooms and their price. If there is
any discounted offer, offer it. Be ready all the time for up selling.
____________C. In this stage be sure about the name and when the guest want to check in and
check out. Try To understand this conversation.
____________D. Answer the telephone within 3 rings.
____________E. Get contact details
____________F. Thank the guest for his call and finish the conversation.
____________G. After confirming about the guest, proceed to the next level. In this case, first look
for the room inventory. You may either find a vacant room or no room for sale.
____________H. Explain your procedure for guaranteed reservation.
____________I. Greet the guest properly.
____________J. Offer more services to your guest.
____________K. Make reservation properly. First be sure about guest name.
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Name of Teacher:___________________________________________
Module Code: Pasay-FOS-G9-Q1-W6 -D4

A.Objective: At the end of this module, learners are expected to check customer profile or
history, if available and use information to enhance customer service
B. Lesson/Topic: Taking Reservation Details
The task of the Front Office to take and record the reservation details of customers
is somewhat similar to a cashier who takes customer orders in a fast food chain. It starts from
knowing the customer’s demand, then preparing for the product to be served.
General steps on how to use the guest history system
1.Access the guest history system on the computer when taking reservations.
1.1 Ask the caller if he has previously stayed in your hotel.
1.2 If the caller is a returning guest, retrieve the guest history file in the property’s
computerized system.
1.3 Double check the guest record by asking the caller’s information stated in his guest
History.
2.Use guest history to personalize

service 3.Always exercise caution in using guest
2.1 Mention the last room used by the profile.
caller. 3.1 Do not give out all information
2.2 Ask if the caller prefers his last about the caller.
arrangement. Otherwise upsell and 3.2 Use the information to up sell
offer other rooms and features.
Importance of Guest History

1.It provides quick information on the previous visits of a guest during check-in.
2.The information displayed includes Last visit, Total visits, Preferred Room type, Revenue
generated, Discounts given, and Number of days stayed. More detailed information on previous
visits like Reservation number, Room number, Mode of reservation, Mode of check-in, Check-in
and Check- out dates, Bill number, and Room plan.
3.The history is categorized into three heads based on the type of guests as In-house guests,
Checkout guests, and Reservation guests. It can be accessed by providing any one of the following
as inputs Guest name, Mobile number, Email ID, Customer ID or Reservation number.
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Name of Teacher:___________________________________________
4.The display of guest history during check-in is helpful in applying discounts and redeeming reward
points.
Reference:
 http://www.hoteldeskhms.com/guesthistory
Activity I:
Arrange the steps on how to use the guest history system. Write 1 for first and so on.
__________A. Always exercise caution in using guest profile.

__________B. Access the guest history system on the computer when taking reservations.
__________C. Use guest history to personalize service.
Activity II:
Fill in the missing word on the Importance of Guest History
1.The display of guest history during check-in is helpful in applying _______ and redeeming reward
points.
2. The _______ displayed includes Last visit, Total visits, Preferred Room type, Revenue
generated, Discounts given, and Number of days stayed
3. The history is _________ into three heads based on the type of guests as In-house guests,
Checkout guests, and Reservation guests.
4. It provides quick information on the __________ visits of a guest during check-in.
5. It can be accessed by providing any one of the following as __________Guest name, Mobile
number, Email ID, Customer ID or Reservation number
Generalization:
A record maintained for each guest who has stayed at the hotel with a separate entry for
each visit and details for pertinent preferences. This is valuable reference tool for reservations,
marketing and credit departments. Guest histories are now more readily available through the
increased utilization of computers and technology.
Evaluation:
Write True if the statement is correct and False if it is wrong.
________1. Do not give out all information about the caller.

________2. Mention the last room used by the caller.
________3. Ask the caller if he has previously stayed in your hotel.
________4. Do not use the information to up sell.
________5. If the caller is a returning guest, retrieve the guest history file in the property’s
computerized system.
________6. Ask if the caller prefers his last arrangement.
________7. Always exercise caution in using guest profile.
________8. Use guest history to personalize the guest.
________9. Guest history is a valuable reference tool for reservations, marketing and credit
Departments.
________10. Guest histories are now more readily available through the increased
utilization of computers and technology.
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Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to confirm all booking details
with the customer and ensure that s/he understands and agrees to all items.
B. Lesson/Topic: Processing Reservation Records
Many hotels might have a reservation form designed to capture the essential information
while you are on the phone to the potential guest. In this case, the reservation form usually
replicates the information on the computer screen. This are the Process of Reservation Records:
1.Input the reservation information on the reservation record.

1.1 Ask for and enter the guest’s last name, first name and middle initial.
1.2 If the guest has title, enter it in the system
1.3 Indicate the mailing address and contact number.
1.4 Ask if the caller is making the reservation for another person.
1.5 Ask for the contact number of the person who should be contacted for the reservation
1.6 Ask for the arrival and departure date
1.7 Enter the number of people sharing the room
1.8 Confirm the room type, room rate and any special request
1.9 Enter the rate code
2.Guarantee the reservation

2.1 Ask the caller which credit card he would like to guarantee the reservation.
2.2 Explain guaranteed or non-guaranteed reservation
2.3 Explain the cancellation policy of the hotel
3.Confirm and enter the method of the guarantee

3.1 Inform callers that their credit card or direct billing account will be billed if they fail to show
up during the time of check in
3.2 Input in the system the reservation guarantee.
3.3 Enter the reservation is non-guaranteed so that the system can release the reservation
given the standard time set by the property.
4.Repeat the details of the reservation

Repeat the reservation details to verify what is inputted in the system
5.Give confirmation number

In a computerized reservation environment, this is automatically generated by the system.
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Name of Teacher:___________________________________________
6.Enter the reservationist

Some hotels, there is a specific field in the reservation field that reservationist input
their names for proper trace.
7.Thank the guest

Do not hang up the phone first as the guest may have additional requirements. Let the caller
hang up the phone first.
Reference: Learning Module Front Office Grade 9
Activity I:
Arrange the steps on how to Process Reservation Records. Write 1 for the first step and so on.
________A. Enter the reservationist.
________B. Guarantee the reservation.
________C. Thank the guest.
________D .Input the reservation information on the reservation record.
________E. Repeat the details of the reservation.
________F. Confirm and enter the method of the guarantee.
________G. Give confirmation number.
Activity II: Enumeration
How to input the reservation information on the reservation record?
1.______________________________________________________________________
2.______________________________________________________________________
3._______________________________________________________________________
4._______________________________________________________________________
5._______________________________________________________________________
6._______________________________________________________________________
7._______________________________________________________________________
8._______________________________________________________________________
9._______________________________________________________________________
_
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Name of Teacher:___________________________________________
How to guarantee the reservation?

1._________________________________________________________________________
2._________________________________________________________________________
3._________________________________________________________________________
How to confirm and enter the method of the guarantee?

1.__________________________________________________________________________
2.__________________________________________________________________________
3._________________________________________________________________________
Generalization:
It is the task of the Front Office to process the guest reservation details. And it requires
steps/instructions in order to attend the detail of the guests. And it is necessary to sequence the
information in the appropriate steps. If ever there is clarification, trouble remembering or recalling
the information. It would be easy to check or track down.
Evaluation:
Identify what process of reservation records the sentence belong. Write the letter of your choice.
A. Input the reservation information on the reservation record..

B. Guarantee the reservation
C. Confirm and enter the method of the guarantee
D. Repeat the details of the reservation
E. Give confirmation number
F. Enter the reservationist
G. Thank the guest
________1.Repeat the details of the reservation.

________2.Do not hang up the phone first as the guest may have additional requirements.
________3.Input in the system the reservation guarantee.
________4.Explain guaranteed or non-guaranteed reservation.
________5.Ask for the arrival and departure date.
________6.Enter the rate code.
________7.Input the name of the reservationist.
________8.In a computerized reservation environment ,this is automatically generated by the
system.
________9.Explain the cancellation policy of the hotel.
________10. Indicate the mailing address and contact number.
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Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to file reservations in a manner
that ensures easy access by others and in accordance with established
procedures
B. Lesson/Topic: Sample Telephone Verbiage for Taking Reservations
1.FO staff informs the caller that he/she will be doing the reservation process of the
caller.
“This is room reservations, my name is (reservationist’s name) and I will be taking
2.FO Staff will then ask the following questions for record purposes.
3.Customer’s name
“May I have your name?” or “May I have the name of the person you are
booking for?”
4.Date of arrival
“May I have your arrival date Mr. Smith?”
5.Number of nights
“How many nights would you be staying Mr. Smith?
6.Number of room required

“How many rooms would you be needing Mr. Smith?”
7.Company affiliation
“Do you have any company affiliation Mr. Smith?”
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Name of Teacher:___________________________________________
8.Check for Availability

Check availability using reservation system in your property
9.Checking for availability may include inputting

* Arrival date / Departure date * Scratch name
* Number of nights * Scratch company
* Number of adults * Scratch agent
* Number of rooms * Rate code
* Type of rooms
10.FO staff then advises the caller of the availability
“We do have an Executive De Luxe Room available on the 28th of August

Mr. Smith for $230 exclusive of service charge and taxes.”
11.FO staff will advise caller of the inclusions of the rate

quoted Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5
pieces of laundry every day, round trip airport transfers, local calls, and the use
of the facilities like the gym, swimming pool and outdoor jacuzzi.”
12.Multiple scenarios in availability:
(Please refer to week 1 day 3 module)
13.Obtain other reservation details including:
a.Smoking or non-smoking room “Mr. Smith would this be smoking or non-smoking room?”
b.Type of room “Mr. Smith would this be a king size or twin size bed?”
c.Time of arrival “Mr. Smith may I know your estimated time of arrival?”
d. Mode of payment “How would you like to guarantee your reservation?
If credit card, get number and expiration date “May I have your credit card number and
expiration date?”
If cash, advice the caller that a deposit of one night room charge is required. (rate
of room agreed upon by both parties) and, that if on the day of the arrival and no deposit
has been obtained, the reservation could be released after 4:00 PM.“Mr. Smith, may we
ask for a deposit of one night room charge to guarantee your room.”If guest does not want
to give deposit “Mr. Smith, we would like to inform you that we will be holding your room
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Name of Teacher:___________________________________________
until 4:00 pm on the date of your arrival. You can still check in after the said time, but depending on
the room availability on that day.”
e.Flight details and transportation requirements of the guest.

“May I have your flight details Mr. Smith? Do you wish to arrange for a Limousine pickup
from the airport?”
f. Ask the caller if he/she would need anything else “Would there be anything else Mr. Smith?”
14.Recap the details of the reservation back to the caller

Review the details of the reservation to the guest including the confirmation number.
“I would just like to repeat the details of your reservation Mr. Smith. You will be arriving on
the 28th of August via Philippine Airlines flight number 101. You will be staying for 1 night in the
Executive De Luxe room with the rate of $230.00 exclusive of service charge and applicable
taxes. Our standard check-in time is at 2:00 PM and check-out time is at 12 noon. Your
confirmation number is 9344562. Mr. Smith, if there is any amendment or cancellation, kindly
inform us 24 hours prior to your arrival. Thank you for patronizing West Side Hotel.
This is Leah of Reservation Section. ”
15.Offer to send a faxed confirmation letter to guest.
“Would you like me to fax a confirmation letter to you Mr. Smith?”
16.Close and thank the caller
“Thank you for choosing the (hotel name), Mr. Smith.

We look forward to welcoming you on your visit.”
Reference: Learning Module Front Office Services Grade 9
Activity I: QUICK WRITE

Direction: Write a sample telephone verbiage for taking
reservations. Acknowledge customer
making a reservation in accordance with
established procedures.
Activity II: ROLE PLAYING

Direction: Let the students practice appropriate telephone verbiage
for taking reservations. Scoring rubrics below will be guide for your
performance. Evaluate yourself by completing the self- check. After each item, place an √ in the
box that best describes your accomplishment.
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Name of Teacher:___________________________________________
PERFORMANCE CRITERIA YES NO
Acknowledge customer making a reservation using
property standards
Determine the availability of the reservation and
advises customer properly
Offer alternatives, including waitlist options, if
requested booking is not available
Handle inquiries regarding rates and other product
features are responded to
Generalization:
Reservation of the hotel accommodation is one of the important responsibilities of the front office
department. The front office department needs to react to the enquiry of the guests. For a guest, reservation
increases the chances of a better deal for assured accommodation on arrival. And follow the standard
procedures so that every details will be in accuracy and its minimize mistakes or errors.
Evaluation:
Identify what procedure are being described on the telephone verbiage. Write the letter of your
choice.
A. Customer’s name
B. Date of arrival
C. Number of nights
D. Number of room required
E. Company affiliation
F. FO staff then advises the caller of the availability
G. FO staff will advise caller of the inclusions of the rate quoted
H. Multiple scenarios in availability
I. Obtain other reservation details
J. Recap the details of the reservation back to the caller
K. Offer to send a faxed confirmation letter to guest
L. Close and thank the caller
M. FO staff informs the caller that he/she will be doing the reservation process of the caller
N.
_______1. “Mr. Smith may I know your estimated time of arrival?”
_______2. “Would you like me to fax a confirmation letter to you Mr. Smith?”
_______3. “We do have an Executive De Luxe Room available on the 28th of August Mr. Smith
for $230 exclusive of service charge and taxes.”
_______4. “May I have your name?” or “May I have the name of the person you are booking for?”
_______5. “The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5
pieces of laundry every day, round trip airport transfers, local calls, and the use of
the facilities like the gym, swimming pool and outdoor jacuzzi.”
_______6. “Mr. Smith, the package you availed on your last stay is not valid anymore.
However, we are offering you another exciting package.”
_______7. “Thank you for choosing the (hotel name), Mr. Smith. We look forward to welcoming
you on your visit.”
_______8. “This is room reservations, my name is (reservationist’s name) and I will be taking
________9. “How many rooms would you be needing Mr. Smith?”
________10. “Would you like to move your reservation to another date?” “Would you like me
to put your reservation on waitlist Mr. Smith?
68
Name of Teacher:___________________________________________

A.Objective: At the end of this module, learners are expected to prepare and issue
documents and other materials to the customer in accordance with requirements of
the specific reservation.
B. Lesson/Topic: Processing a Reservation
The reservation system varies from one system to another. Thus, we focus on typical fields
that maybe found in a computerized reservation system environment. Note, that fields can be tailor
made depending on the needs of the property, thus, one property maybe different from another
though they may have the same system. Below are typical fields in the system:
TYPICAL FIELDS REMARKS

1. Arrival The FO staff indicates in this field the expected arrival date of guest.
2. Departure Automatic if FO staff entered the number of nights correctly. In some
system, if FO staff change the departure date, the number of nights
changes
Accordingly
3. Nights This field will indicate the number of nights that the guest will be staying
in the hotel.
4. Adult/Child Enter the number of occupants in the room.
5. Number of The field indicates the total number of rooms that was requested by
rooms guest.
6. Room Type Indicates what room type that was assigned to the guest.
7. Room Number Indicates the room number of guest.
8. Rate Code Some system will automatically produce the rate code if their company is
on the database.
9.Reservation Type Determines predefined reservations arrangement asset by the hotel.
10. Time If the guest tells you his probable arrival time, you should enter it here.
11. Block Name Used only for group bookings.
12. Market Code This is a market code that is also use for statistics purpose.
13. Source of Classifies if a booking is from a local or international agent or company,
Business an individual booking, an SRS booking, a walk-in or from an RSO.
14. Confirmation This specifies the type of confirmation letter depending on the source of
the booking.
15. Channel This describes how the booking was made such as through telephone,
fax, SRS, e-mail, internet, CRS, Front Office, Sales, Telex, Sales and
Catering, Letter, TV, etc.
69
16. Discount in $ or If the rate needs to be discounted.
in %
17. Discount Reason If the rate is discounted, the reason for the discount is inputted in this
field.
18. Reserved By This is where the name of the caller and his/her telephone number is
written.
19. Type and Member This shows the guest’s type of membership and number.
No.
20. Specials Specials field is where the inclusions are written.
21. FFP Type If the guest has a frequent flyer card, the number is inputted here.
22. Payment If the guest has a frequent flyer card, the number is inputted here.
23. Approval Code If the mode of payment is through a credit card, the approval number is
written here.
24. Amount The amount of deposit is written in this field,whether cash of credit card.
25. Arrival and The arrival and departure flight details are inputted here.
Departure Flight
26. Time The arrival time and departure time of the flight of the guest is inputted
here
27. Transportation If the guest needs transfers, the type of car is inputted here.
In/Out
28. Print Rate Used if the rate is confidential and is not to be printed on the registration
card. This is useful forTravel agency accounts.
29. No Post Used if the guest is on cash basis.
30. Check out time The actual check-out time from the hotel is inputted here.
31. Notice Field The billing instructions and number of stays of the guest is written here.
The billing should indicate the type of charges that will be assumed by
the
company or agent and the dates included and the charges on personal
account as well.
32. Confirmation/ It shows the confirmation number and share number, which is computer
Share number generated.
70
Name of Teacher:___________________________________________
Activity I:QUICK WRITE
Direction: Read the statement below about the details of the reservation,
and then put it in a sample computerized reservation system then
complete the details that are being asked.
I would just like to repeat the details of your reservation Mr. Smith. You will be arriving on
the 28thof August via Philippine Airlines flight number 101.You will be staying for 1 night in the
Executive De Luxe room number 303 with the rate of $230.00 exclusive of the service charge and
applicable taxes. Our standard check – in time is 2:00 p.m. and check – out time is at 12 noon. Your
confirmation number is 9344562. Mr. Smith, if there is any amendment or cancellations; kindly
inform us 24 hours prior to your arrival.
Computerized Reservation System
Typical needs Remarks

1. Arrival
2. Departure
3. Night
4. Room type
5. Room number
6. Price Rate
7. Reservation type
8. Amount
9. Time
10. Reserved by
Activity II:
Actual Demonstration
PERFORMANCE CRITERIA YES NO
1. Records clients details against booking in manner, which
ensures correct interpretation
2. Checks and uses guest profile / history information in making

the reservation and to enhance clients service?
3. Records special request?
4. Completes explains and confirms reservation details to

customer?
5. Files reservations according to property standards?
Generalization:
The computerized reservation system has become an essential part of any hospitality and
tourism organization.It is a necesarry tool to access a wide range of information that can be easily
accessed by a range of people in any location.The use of computerized reservation system
describes a key sales and operational function for a diverse range of domestic and international
tourism and hospitality products and services.
71
Name of Teacher:___________________________________________
Evaluation:
A. MATCHING TYPE
Direction: Match the following computerized reservation fields in Column A

to its corresponding meanings in Column B. Write your answer on
the answer sheet.
Column A Column B
1.It classifies if a booking is from a local or International a. Adult/Child

Agent or company, an individual booking,
an SRS booking, or a walk-in.
2.This describes how the booking was made such as through b. FFP Type
3.It enters the number of occupants in the room. c. Amount
4.It is used if the rate is confidential and is not to be printed on d. Source of Business
the registration card.
5.If the guest has a frequent flyer card, the number is e. Nights
inputted here.
6.If the mode of payment is through credit card, the number f. Print Rate
is written here.
7.The initial deposit is written in this field, Whether cash g. Specials

or credit card.
8.The type of credit card or type of settlement is inputted here. h. Channel
9.This field will indicate the number of nights that the guest will i. Payment
be staying in hotel.
10.It is used if the guest is on cash basis j. No Post
k. Approval Code
72
Name of Teacher:___________________________________________
Module Code: Pasay-FOS-G9-Q1-7-D4

A.Objective: At the end of this module, learners are expected on how to update financial
status of the reservation accurately
B. Lesson/Topic: Settlement of Guest Account
As per the billing instruction mentioned on the reservation correspondence, the cashier
should prepare the bill for the guest. The billing instruction should be also printed on the guest
registration card.
Prepare the guest folio as per the billing instruction:

1.Check the billing instructions mentioned on the reservation for preparing the guest bill.
2.In case only the room and taxes to be billed to company / TA then move only those charges to
another folio for example folio B and keep all the extras which guest need to make a direct
settlement on folio A.
3.If the Property management system allow auto routing then a routing instruction need to set at
the time of reservation itself so as per the billing instruction charges will be transferred to each
corresponding folio automatically as and when they are posted.
4.In case the guest is part of any pre paid packages with certain inclusions, then move the
charges which are pre paid by the guest to a separate folio and then keep the extras on one
folio. By doing this cashier can easily explain the guest on charges which are already paid and
those charges which need to be settle by the guest
Settlement of Guest Accounts with credit card:
1.For Approved credit cards verify that the credit card voucher filed with the folio belongs to the
correct guest. Also verify that the credit card number and name are legible on the voucher.
2. If the folio balance exceeds the previously authorized amount, the card Centre must be called
for authorization. Compare the voucher and the credit card to ensure that the signatures match.
3. If the guest has presented an approved credit card at check-in, this same credit card must be
used in settling the account. If the guest wishes to charge the account to another credit card, it
must be verified through the credit card authorization Centre before settling the account.
4.Enter the correct amount on the EDC machine after swiping the credit card.
5.Get signature from the guest.
6.Select the correct credit card type and enter the same amount as what appearing on EDC slip
while settling the guest bill.
Payment of Guest Account By Personal Cheque:
Accepting payment by Personal cheque depends upon hotel management’s policy.
1.In case the hotel allows settlement by personal cheque, the cheque must be imprinted with the
guest's name, address and telephone number the cheque number must be at least 200/higher.
2.Do not accept cheque that is obviously drawn on a new account.
3.Checks may be accepted for the exact amount of the folio balance, provided proper credit
information (and approval) was secured at check-in and is indicated on the folio.
4.If this information has not been taken, the cashier must secure it (and any necessary approvals)
and record it before accepting the check.
5.In the absence of credit information, record the room number, address, telephone number and
date of checkout on the front of the check.
6.The cashier should also notify the Front Office Manager or Duty manager if the required
information was not collected at the time of guest check in.
7.Also, If possible, a credit card authorization letter should be collected from the guest as a
precaution just in case the check did not cash in. 73
Name of Teacher:___________________________________________
Settlement by Cash or Foreign currency:

1.In certain countries for settlement by cash if the bill value is greater than certain amount ( Eg:
more than 50000 etc.) , then the guest need to provide a valid government ID like (PAN card,
Passport etc.) while payment.
2.Also in case the hotel is not allowed accept foreign currency for bill settlement then, The cashier
should perform a proper foreign currency exchange and then adjust the amount with the
outstanding guest bill.
Reference: https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/front-office-
sop/317-guest-check-out.htm
Activity I:
Fill in the missing the words in sentence to make it correct.
On how to Prepare the guest folio as per the billing instruction.
1. In case the guest is part of any pre paid ______with certain inclusions,
then move the charges which are pre paid by the guest to a separate
folio and then keep the extras on one folio.
2. In case only the room and taxes to be billed to company / TA then move
only those _____ to another folio.
3. f the Property management system allow auto routing then a routing
instruction need to ______ at the time of reservation itself so as per the
billing instruction charges will be transferred to each corresponding folio
automatically as and when they are posted.
4. Check the ______ instructions mentioned on the reservation for
preparing the guest bill.
5. The ______ can easily explain the guest on charges which are already
paid and those charges which need to be settle by the guest.
Activity II: Quick Write

Direction: Answer the following questions below on how to settle the reservation payment.
A.What all need to be checked while making a reservation by credit card?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
B.What all need to be checked before accepting personal cheques for bill
settlement?______________________________________________________________________________
________________________________________________________________________________________
74
Name of Teacher:___________________________________________
Generalization:
As a Front office staff it is commonly required to maintain related records and files regarding
financial transactions that take place at the front desk. Good mathematical skills are required for this
job. Although most modern cash registers or point-of-sale (POS) terminals automatically calculate
fees and taxes based on the programming of their software. And also responsible for processing
cash, debit card, credit card transactions, and foreign currency exchange of the guests. Customer
service skills are needed for this job, as well as the ability to work well with other hotel staff
personnel.
Evaluation:
Direction :Write TRUE if the statement is correct and FALSE if it is wrong On Processing
settlement of guest account with Credit Card, Personal Cheque, and by Cash or Foreign currency.
_______1. Get signature from the guest.
_______2. If the folio balance exceeds the previously authorized amount,

the card Centre must not be called for authorization. Compare the voucher and
the credit card to ensure that the signatures match.
_______3. Select the incorrect credit card type and enter the same amount as
what appearing on EDC slip while settling the guest bill.
_______4. For Approved credit cards verify that the credit card voucher filed
with the folio belongs to the correct guest.
_______5. Enter the correct amount on the EDC machine before swiping the
credit card.
________6. If the guest has presented an approved credit card at check-in,

this same credit card must be used in settling the account.
________7. Do not accept cheque that is obviously drawn on a new account.
________8. Cheque must be imprinted with the guest's name, address and
telephone number and the cheque number must be at least 200 or high.
________9. Settlement by cash if the bill value is greater than certain amount
then the guest need to provide a valid government ID.
________10. In case the hotel is not allowed to accept foreign currency for bill
settlement then, the cashier should perform a proper foreign currency exchange.
75
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1

Name of Student:____________________________________Grade & Section:____________________

Module Code: PASAY-FOS-G9-Q1-W1-D1

MODULE IN TLE 9 (FRONT OFFICE SERVICES)

Lesson/Topic: Historical Perspective of the Lodging Industry

The history of the lodging can be traced back to the civilizations of

Relay Houses in China Khans in Persia Tabernas in Rome

Reference: Front Office Services Book by; Victor A. Caylao Jr.

Name of Teacher: __ MRS.MAE IRISH S. TABADERO ________________________________

As the evolution of lodging continued, new facilities

English inns were most often reserved for the aristocracy.

The lodging facility that can be directly considered a precursor of

Activity I: Look for the definition of the following words.

WRITER: MAE IRISH S. TABADERO

SCHOOL: KALAYAAN NATIONAL HIGH SCHOOL

Name of Teacher:_ MRS.MAE IRISH S. TABADERO __________________________________

MODULE IN TLE 9 (FRONT OFFICE SERVICES)

B.Lesson/Topic: Hotel Organization Three Main Divisions

Hotel Organization (Three Main Divisions)

B.Front Office Department

Reference: Front Office Services Book by; Victor A. Caylao Jr.

Evaluation: Identify what hotel division the duties belong.

Room Division Food and Beverage Division

______________1.Cost Purchasing Warehouse ____________6.Banquets and Catering

______________2.Kitchen ____________7.Linen and Laundry Service

______________3.Accounting ____________8. Facilities Maintenance

______________4.Guestroom Make up _____________9.Room Service

______________5.Security Office _____________10.Bell Service

WRITER: MAE IRISH S. TABADERO

SCHOOL: KALAYAAN NATIONAL HIGH SCHOOL

MODULE IN TLE 9 (FRONT OFFICE SERVICES)

There are five basic lodging management associations:

Reference: Front Office Services Book by; Victor A. Caylao Jr.

2.Owner managed - ____________________________________________________________

5.Management contract - ________________________________________________________

________________1.Hotels are independently owned hotels that affiliate themselves with

________________2.Hotel that is run by an owner.

________________3.Owner has no role in management or day to day operation.

________________5.Independently owned hotels that affiliate themselves with a chain.

________________6. The relationship between ownership and management.

________________7.The owner pays a franchise fee to the chain.

________________9.What system can be accessed by the franchisee in buying the chain.

________________10.What is the other term of owner operated facilities.

WRITER: MAE IRISH S. TABADERO

SCHOOL: KALAYAAN NATIONAL HIGH SCHOOL

MODULE IN TLE 9 (FRONT OFFICE SERVICES)

B.Lesson/Topic: Revenue Sources

A revenue sources is the result of the product or service a hotel makes

Reference: Front Office Services Book by; Victor A. Caylao Jr.

In the hospitality industry, as in any other industry, a successful and profitable

_________________1.Defined as a food and beverage point of sale.

_________________2.The main product of any hotel.

_________________3.The result of a product or service a hotel makes available to guest

_________________4. Is a large room where formal dinners or parties can be held.

_________________5.Revenue sources outside of sleeping room or food/beverage.

_________________6. The rate charged daily for a hotel room/sleeping room.

_________________9. Give at least three examples of group function.

WRITER: MAE IRISH S. TABADERO

SCHOOL: KALAYAAN NATIONAL HIGH SCHOOL

Name of Student:________________Grade & Section:

Name of Teacher: MRS.MAE IRISH S. TABADERO ______________________________

__1.Cost Purchasing Warehouse 6.Banquets and Catering

__2.Kitchen 7.Linen and Laundry Service

__3.Accounting 8. Facilities Maintenance

__4.Guestroom Make up _9.Room Service

__5.Security Office _10.Bell Service