Carrying Out Front Office Operations, module 3

ANSWER KEY #5-1

Test 1.

1. What are some of the information needed from clients?

a. date of the booking
b. length of stay (in number of nights), or departure day
c. estimated arrival time
d. room type (single, double, suite) and number of rooms
e. number of persons per room and room rate
f. name of guest
g. contact telephone number
h. address
i. name and telephone number of the person that made the reservation different
j. company name
k. accounting instructions (e.g. prepaid, payment on departure, bill to company)
l. special requests (e.g. room on a high floor)
m. if the reservation is guaranteed or not (not guaranteed reservations may be

released after 6pm on arrival date)
n. if the reservation is guaranteed by credit card the credit card number, name

on the credit card and expiry date
o. the name of the person that took the reservation
p. the date that the reservation was made
q. status of reservation (e.g. confirmed, or waiting list)
r. the way the reservation was made
s. if confirmation was sent

2. Examples of Hotel Forms and Reports

a. Hotel Room Reservation Form
b. Bedroom Book
c. Conventional Chart
d. Density Chart

Code No. CARRY OUT Date Developed Date Revised Page
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PERFORMANCE
ASSESSMENT

Code No. CARRY OUT Date Developed Date Revised Page
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EVIDENCE PLAN

Sector: TOURISM
Unit of Competency: CARRY OUT FRONT OFFICE OPERATION
Module Title: Carrying Front Office Operation

Ways in which evidences will be collected: Interview
(tick the column) Written Test
Demonstration
The evidence must show that the candidate... Presentation of
Final Product
Third Party
Report
Portfolio

1. Performed standard ways in updating XX
guests folio, room status and reservation. XX
XX
2. Performed the correct checking-in X
procedure of guest. XX

3. Performed the correct procedure in
handling guest services.

4. Performed the correct procedure in
checking-out of guest.

5. Prepared and maintained records and
reports.

Critical aspects of competency

Prepared by: ___________________________________ Date:
Instructor Date:

___________________________________
Instructor

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PERFORMANCE TEST

Name Date

MODULE: PREPARING MEALS AND DISHES FOR TEST ATTEMPT
HOT MEALS 1st 2nd 3rd

DIRECTIONS LEVEL OVERALL EVALUATION
ACHIEVED
• Ask your instructor to assess PERFORMANCE LEVEL
your competencies on the 4
critical performance criteria Can peform this skill without supervision and with
listed below. 3 adaptability to probelm situations.
Can perform this skills satisfactorily without assistance
• Overall evaluation will be 2 or supervision.
assessed based on the Can perform this skills satisfactorily with some assis-
guide on the other side. 1 tance and supervision.
0 Can perform this skills satisfactorily with full assistance.
Cannot perform this skills

PERFORMANCE STANDARDS PERFORMANCE LEVEL
YES NO N/A
A. Perform the standard way of updating guest folio, room
status and reservations.

1. Computer records on guest folio, room status and
reservations are checked according to industry standards.

2. Inventory of available FO forms are conducted according
to standard procedure.

3. Room status are checked and coordinated with the
Housekeeping department according to standard policy
and procedures.

4. Expected guest arrival and departures records are
maintained and updated according to industry standard.

5. Room status reports are accurately checked according to
standard operating procedure.

B. Performs the standard procedures for checking-in guests.
1. Standard welcoming (greeting) statement are performed/
observed according to standard operation procedure.
2. Checking-in procedure of guests are performed properly.
3. Checklist of FO activities to ensure standard policy are
followed.

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PERFORMANCE STANDARDS PERFORMANCE LEVEL
YES NO N/A

C. Perform standard procedures in handling guest services.
1. Policy and procedure in handling guest services are
demonstrated.
2. Checklit order in which to walk guest are checked according
to set standard.
3. Standard procedure in responding guest confidential status
are explained.
4. Guest complaints are handled and relayed to concerned
department.

D. Perform the correct checking-out procedure of guest.
1. Correct procedure in checking-out guest are
demonstrated.
2. Proper handling of check out forms are observed.
3. Attends other guest needs are well-performed.

E. Prepare and secure records and reports.
1. Front Office records and reports are identified.
2. Front Office records and reports are properly filled up.
3. Front Office records and reports are maintained
and updated.

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WRITTEN TEST

Test 1.

1. What is the advantage of computerized reservation system?
___________________________________________________________
___________________________________________________________
___________________________________________________________

2. What are the core functions of the reservation agent?
___________________________________________________________
___________________________________________________________
___________________________________________________________

3. How do you avoid the following common errors in reservation?

a. Wrong data entered
______________________________________________________
______________________________________________________
______________________________________________________

b. Error due to industry jargon
______________________________________________________
______________________________________________________
______________________________________________________

4. What are the courtesy words/phrases that receptionists should always use?
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________
d. __________________________________________________________
e. __________________________________________________________

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5. What are the check-in duties of the receptionists?
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________
d. __________________________________________________________
e. __________________________________________________________
f. __________________________________________________________

6. What are the 3 major guest services request of the front desk staff?
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________

7. Given the following unexpected situations, write down the most appropriate things to
do to properly respond to the situation.

a. When two or more guests need your attention.
__________________________________________________________
__________________________________________________________
__________________________________________________________

b. Missing reservation
__________________________________________________________
__________________________________________________________
__________________________________________________________

c. Credit card problems
__________________________________________________________
__________________________________________________________
__________________________________________________________

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DEMONSTRATION

Candidate/Trainee’s Name
Assessor’s Name
Competency Assessment Title
Date of Assessment
Given the following materials, tools and equipment the candidate/trainee must be able
to clean bar tools, equipment and glassware properly.

Observation Tick ( /) to show if evidence is demonstrated.

During the demonstration of skills did Yes No Actual
the candidate : (1.0-3.0) (5.0/F) Rating

1. Performed the standard ways in
updating guest folio, room status
and reservation.

2. Performed correct checking-in
procedure of guest.

3. Performed the correct procedure
in handling guest services.

4. Performed the correct procedure
in checking-out of guest.

5. Prepared and maintained
records and reports.

The candidate’s demonstration was: ___________________
Rating

Code No. CARRY OUT Date Developed Date Revised Page
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RECORDS OF ACHIEVEMENT

Module : Carrying Out Front Office Operation

Learning Outcome #1: Perform the standard ways in updating guests folio, room
status and reservation.

Assessment Criteria:

1. Computer records on guest folio, room status and reservations are checked
according to industry standards.

2. Inventory of available FO forms are conducted according to standard procedure.
3. Room status are checked and coordinated with the Housekeeping Department

according to standard policy and procedures.
4. Expected guest arrival and departures records are maintained and updated

according to industry standard.
5. Room status are accurately checked according to standard operating procedure.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

Code No. CARRY OUT Date Developed Date Revised Page
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RECORDS OF ACHIEVEMENT

Module : Carrying Out Front Office Operation

Learning Outcome #2: Perform the correct procedures for checking-in of guests.

Assessment Criteria:

1. Standard welcoming (greeting) statement are performed/observed according to
standard operation procedure.

2. Checking-in procedure of guests are performed properly.
3. Checklist of FO activities to ensure standard policy are followed.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

Code No. CARRY OUT Date Developed Date Revised Page
FRONT OFFICE OPERATION JUNE 2004 JAN. 3, 2006
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RECORDS OF ACHIEVEMENT

Module : Carrying Out Front Office Operation

Learning Outcome #3: Perform correct procedures in handling guests.

Assessment Criteria:

1. Policy and procedure in handling guest services are demonstrated.
2. Checklist order in which to walk guest are checked according to set standard.
3. Standard procedure in responding guest confidential status are explained.
4. Guest complaints are handled and relayed to concerned department.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

Code No. CARRY OUT Date Developed Date Revised Page
FRONT OFFICE OPERATION JUNE 2004 JAN. 3, 2006
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RECORDS OF ACHIEVEMENT

Module : Carrying Out Front Office Operation

Learning Outcome #4: Perform correct checking-out procedures of guest.

Assessment Criteria:

1. Correct procedure in checking out guests are demonstrated.
2. Proper handling of check out forms are observed.
3. Attends other guest needs are well-performed.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

Code No. CARRY OUT Date Developed Date Revised Page
FRONT OFFICE OPERATION JUNE 2004 JAN. 3, 2006
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RECORDS OF ACHIEVEMENT

Module : Carrying Out Front Office Operation

Learning Outcome #5: Prepare and maintain records and reports.

Assessment Criteria:

1. Front Office records and reports are identified.
2. Front Office records and reports are properly filled up.
3. Front Office records and reports are maintained and updated.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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LEARNER’S DIARY

DIARY NOTES

Record important dates, jobs undertaken and other workplace events that will assist
you in providing further details to your Assessor.

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TECHNICAL TERMS

bedroom Book - a book that has a list of the hotel’s room types and numbers down the
side of each page, and next to them space for the guest’s name and other information.
Convenient Chart - a development of the bedroom book that lists the hotel’s room types
and number down the side of each page, and the dates of the month across the top of the
page.
Density Chart - a development of the conventional chart. This is mainly used on large
hotels with standardized rooms.

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LIST OF BOOKS FOR FURTHER READING

Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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ACKNOWLEDGMENT

Ms. Elizabeth Llorente
Ms. Marilou Obispo
Mr. Alexander Limbo
Prof. Jovita G. Reyes

Dean Edna O. Imperial
Ms. Julie Ann V. Balbis

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