Receiving and Processing Reservations Guide

COMPETENCY BASED LEARNING
MATERIAL
Sector: TOURISM
Qualification Title: FRONT OFFICE SERVICES NC II
Unit of Competency: Receive and Process Reservations
Module Title: Receiving and Processing

Reservations
WINZELLE INTERNATIONAL COLLEGE

Tomas Claudio St., Zamboanga City
HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIAL
The unit of competency, “Receive and Process Reservations”, is one of

the competencies of FRONT OFFICE SERVICES NCII, a course which
comprises the knowledge, skills, and attitudes required for a TVET trainee to
possess.
The module, Receiving and Processing Reservations, contains training
materials and activities related to receiving reservation request, recording
details of reservation, updating reservations and advising others on
reservation details.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-checks, Operation Sheets, Task Sheets,
and Job Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Remember to:
 Read information sheet and complete the self-checks.
 Perform the Task Sheets, Operation Sheets, and Job Sheets until you
are confident that your outputs conform to the Performance Criteria
Checklists that follow the said work sheets.
 Submit outputs of the Task Sheets, Operation Sheets, and Job Sheets
to your facilitator for evaluation and recording in the Achievement
Chart. Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of
your assessment will be recorded in your Achievement Chart and
Progress Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.
You need to complete this module before you can perform the module
on Operating a Computerized Reservation System.
Winzelle Date Developed: Document No. FOS 001

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Receive and Developed by: WIC Page 1 of 51
Process WIC
Reservations Revision # 01
FRONT OFFICE SERVICES NC II
COMPETENCY BASED LEARNING MATERIALS
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
1 Receive and process Receiving and processing TRS51230

reservations reservations 1
2 Operate a computerized Operating a computerized TRS512302

reservation system reservation system
3 Provide accommodation Providing accommodation TRS512303

reception services reception services
4 Conduct night audit Conducting night audit TRS512304
5 Provide club reception Providing club reception TRS512305

services services
6 Provide porter services Providing porter services TRS512306

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MODULE CONTENT
UNIT OF COMPETENCY: Receive and Process Reservations

MODULE TITLE: Receiving and Processing
Reservations
MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitudes in receiving and
processing reservations. It details the requirements for receiving
reservation request, recording details of reservation, updating reservations
and advising others on reservation details.
Nominal Duration: 23 hours
At the end of this module, you MUST be able to:
1. Receive reservation request
2. Record details of reservation
3. Update reservations
4. Advise others on reservation details

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COMPETENCY SUMMARY
Qualification Title : Front Office Services NC II
Unit of Competency : Receive and Process Reservations
Module Title : Receiving and Processing

Reservations
Introduction
This unit of competency deals with the skills, knowledge and attitude
required to receive and process reservations for a tourism or hospitality
product or service offered for sale through agents or direct to the consumer.
Learning Outcomes:
Upon completion of this module, you MUST be able to:
1. Receive reservation request
2. Record details of reservation
3. Update reservations
4. Advise others on reservation details
ASSESSMENT CRITERIA
1. Determined the availability of the reservation and advised the customer

accordingly.
2. Offered alternatives, including waitlist options, if requested booking is

not available.
3. Responded to inquiries regarding rates and other product features

according to established procedures.
4. Recorded customer details completely and accurately against his/her

booking in a manner which ensures correct interpretation by others who
may access the reservation details.
5. Checked customer profile or history, if available, and used information to

assist in making the reservation and to enhance customer service.
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6. Recorded special requests clearly in accordance with established
requirements.
7. Confirmed all details of customer bookings to the customer and ensured

that he/she understands and agrees to all details.
8. Filed reservations in a manner which ensures easy access by others and

in accordance with established procedures
9. Prepared documents and other materials and issued the same to the
customer in accordance with the requirements of the specific reservation.
10. Updated financial status of the reservation accurately in accordance

with established procedures.
11. Received, processed and recorded amendments or cancellations of

reservations in accordance with customer request and established
procedures.
12. Communicated general and specific customer requirements and

reservation details to appropriate departments and colleagues.
13. Compiled and provided accurate and relevant reservation statistics to

concerned people or departments.
14. Demonstrated skills in receiving and processing reservations for multiple

product booking according to established procedures.

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LEARNING OUTCOME #1 RECEIVE RESERVATION REQUEST
CONTENTS:
 Overview on Reservation
 Product Information and Features
 Determining Occupancy & Availability
ASSESSMENT CRITERIA:
1. Availability of the reservation is determined and advised to the

customer.
2. Alternatives, including waitlist options, are offered if requested booking

is not available.
3. Inquiries regarding rates and other product features are responded to

according to established procedures.
CONDITIONS: The student/trainee must be provided with the following:

 Equipment: computer, telephone
 Materials: pen, paper
 Front Office forms (in MS Excel or hard copy)
ASSESSMENT METHODS:
 Written Test
 Oral Questioning/Interview
 Demonstration/Role Play

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Learning Experiences
Learning Outcome 1
Receive Reservation Request
Learning Activities Special Instructions
Read Information Sheet 1.1-1: This Learning Outcome deals with the
“Introduction to Reservations” development of the Institutional
Competency Evaluation Tool which
Answer Self-check 1.1-1
trainers use in evaluating their trainees
Read Information Sheet 1.1-2: after finishing a competency of the
“Product Information and qualification.
Features”
Go through the learning activities
Answer Self-check 1.1-2 outlined for you on the left column to gain
the necessary information or knowledge
Read Information Sheet 1.1-3:
before doing the tasks to practice on
“Determining Occupancy &
performing the requirements of the
Availability”
evaluation tool.
The output of this LO is a complete
Perform Task Sheet 1.1-3 on Institutional Competency Evaluation
How to Use the Reservation Package for one Competency of Front
Form Office Services NC II. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
Feel free to show your outputs to your

trainer as you accomplish them for
guidance and evaluation.
After doing all the activities for this LO,

you are ready to proceed to the next LO:
Recording Details of Reservation

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Information Sheet 1.1-1
INTRODUCTION TO RESERVATIONS
A hotel reservation system is a software application that is implemented by hotels to allow

guests to create secure online reservations. ... In addition to allowing guests to book online
directly, these reservation systems can also provide hotel operators with additional
resources.
The term reservation can be defined as ‘an agreement between the customer and service provides for service
pertaining to the future.’ Request for booking of hotel rooms from various sources is received, processed, documented
and retrieved at the appropriate time to ensure the guests their room and other services upon arrivals. It enables the
management to maintain a proper control. it also helps in strengthening sales and marketing strategies.
In a large hotel this section area of the front office equipped with sufficient accessories and equipments, and ideally
with a view to render better service to the customer/guest. Hence, required things in this section are conveniently this
section has causally been looked after by receptionists. This section not only books the rooms for quests accordingly,
but also performs all activities of the factors affecting reservation, such as confirmation, cancellation, over booking,
reservation amendment, no-show, etc. in the modern times all these functions are carried out through the computer
network system.
Licensed from GettyImages. noun. The definition of a reservation is something withheld or

the act of withholding something. An example of reservation is someone calling a
restaurant and asking them to hold a table for a specific time. An example of reservation is
a concern that holds a person back from doing something.
The purpose of hotel reservation system is to provide a place for the travellers to sleep.
A hotel reservation system is also known as central reservation system (CRS).
People usually have different types of reactions to reservation, ranging from "you need
reservation because of the oppression that the lower castes have to suffer at the hands of
the upper castes" to "you need economic reservation" to "reservation should be
completely removed because it destroys merit."
Learning Objectives:
After reading this information sheet, you must be able
Self-Check 1.1-1: TRUE OR FALSE

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1.) Manual reservation is faster and more reliable when it comes to
compiling reservation statistics.
2.) In telephone reservation, the FO clerk should still smile though

not seen by the caller.
3.) VIPs are given the privilege of not going through the usual
check-in process because of security reasons as well as for their
convenience.
4.) E-mail is the most commonly used means to book a hotel

accommodation by the general public.
5.) Reservation for a hotel accommodation is the service provided

exclusively by the hotel’s Reservation Department.

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Answers to Self-Check 1.1-1
1.) false
2.) true
3.) true
4.) false
5.) false

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PRODUCT INFORMATION & FEATURES
great business hotel can make or break a business travel trip.
All right, that may be a little dramatic, but let's face it. If you're staying in a great hotel
that caters to the specific needs and hectic schedules of business travellers, it does
make doing deals on the go that much easier. Luckily, many hotels have recognised
the need to satisfy professional travellers and a crop of business-friendly stays have
popped up across the globe.
From incorporating innovative services to the rise of tech-savvy amenities, here are
nine features to look for before booking your next business stay.
1. In-Room WiFi
This is perhaps the biggest must-have for any hotel hoping to draw business
travellers. With so much work to be done on the fly, it's imperative that corporate
guests be able to log-on in their rooms. Slowly but surely, hotels across Australia are
catching on to the all important presence of WiFi and are increasingly offering in-
room access. The really great hotels are taking it a step further by
offering complimentary access.

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2. Work Desk
Work desks have long been a staple of the standard room, but these days hotels are
revamping this in-room workspace. It's not uncommon to find more stylish desks with
an increase in surrounding space, providing a comfortable spot to finish off those last
few emails or presentation notes. Ergonomic designs with office-style chairs are
replacing the tired furniture of old, while tech savvy additions can include power
panels as well as docking stations for all your gadgets.

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3. Outlets Galore!
Speaking of outlets, there's nothing more frustrating than walking into your room and
having to scour the walls for an outlet only to find that you'll have to sacrifice your
bedside lamp to top up your mobile battery. Thankfully business-friendly hotels are
offering up more power outlets, whether it's a power panel such as those found
at Hyatt Place hotels in the US, or simply more available wall outlets. Some hotels
even go as far as providing adapters for overseas guests.
4. A Top Business Centre

Outside of firing off a quick email or two at the end of the day, many corporate
guests would prefer not to work in their rooms. Enter the hotel business centre. A
great business hotel will always offer a 24-hour business centre with comfortable
seating, online access, computers and a number of other office services such as
copying and printing.

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5. Fitness Centre
A sound mind and body is a sure way to reduce stress while on the road, which is
why fitness routines should never fall by the wayside. This is especially true for
international travellers trying to cut down on jetlag. 24-hour fitness facilities are a
must for business travellers hoping to stay healthy while adhering the to the
demands of a busy schedule. While 'fully-equipped' may be asking a little too much,
the basic machines and a pool should be accounted for.

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6. Concierge Services
If you're not familiar with the Concierge, you could be missing out on a valuable
source of information. Sure they can book a taxi for you, but they can also provide
you with expert recommendations, offer directions to just about anywhere you want
to go or book a last minute reservation at your destination's hottest restaurant. The
good ones can even secure tickets to sold out shows. Good hotels have them and
smart travellers use them.
7. Communal Spaces
Stuffy hotel lobbies are a thing of the past. At least they should be. New hotel
designs favour open, flowing spaces that encourage guests to hang out. Perhaps a
symptom of design meeting the expectations of younger generations, these
communal spaces are great for business travellers. Not only do they provide a
change in scenery if you'd like to get a little work done, they can also be great
networking spots where you can mingle with like-minded travellers.

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8. Express Check-in/Check-Out
If you've ever struggled with managing a busy schedule while on a work trip, express
check-in and/or express check-out can be a God send. Luckily more hotels are
integrating this service, particularly hotels that cater to business travellers. Double
check to see if your chosen hotel offers such a service. You'll be happy you did if you
happen to be running a few minutes late.
9. Location, Location, Location!
One of the first things you should look into when booking a great business hotel is the
location. You don't want to be stuck in peak hour traffic en route to the office because you

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booked a room on the wrong side of town. This is where the help of your FCBT Travel
Manager can come in handy. All you need to do is let them know where you need to be and
they can provide a few suggestions on top hotels within convenient proximity.
10 Basic things the hotel must offer:
1. Cleanliness: **This is an absolute must. Hotels, whether we're talking about a Red Roof
Inn or a Bulgari resort, need to uphold the highest cleanliness standards, offering clean public
spaces, bathrooms, bedrooms, and amenities. While it's an important initiative, recycling
must not give way to a lack of hygiene.
2. Adequate safety/security: For many, a hotel functions as a home away from home. With
that comes a hefty expectation for the most diligent safety and security measures. Many
hotels now focus on providing personalized safety and security measures for different guest
profiles such as women, children, and the elderly. Technology plays an increasingly
important role in providing better safety, but some guests still place more importance on the
human touch.
3. Internet: Guests at all types of hotels demand some level of Internet service, but business
hotels especially must offer the highest level of connectivity and flexibility. At many hotels,
if not all, guests expect Internet access to be complimentary—for some, free WiFi is as
necessary as the air we breathe.
4. Comfortable beds: At the end of the day, a hotel serves a very basic need: It provides a
place to rest your head, but only if the bed is of good quality, clean, well maintained, and well
designed. It also needs to be well positioned in the room to allow proper circulation. Some
hotels take the liberty of being creative with the pillow and blanket offerings, which is great
—as long as the guest feels comfortable with the choices available to them.
5. Bathroom plumbing: The reason this is highlighted as "plumbing" as opposed to just a

"good shower" or "hot water" is because this concerns the entire bathroom. Hot water is of no
use if it is just trickling down; lack of proper water flow from the sink and toilet is a
significant burden and inconvenience to any guest. All guests should expect clear, potable
water; proper and continuous hot running water in the shower; flowing water in the sink and
toilet; and no leaks.
6. Attentive phone answering: Hotels typically have a standard "answer the phone in three
rings" policy; unfortunately, this does not happen as often as we would like. Sometimes the
call is directed to an agent who does not have the information, but is rather there just to
answer the phone…so on to another transfer! No matter what the hotel classification, the
property must assign a qualified agent who is able to effectively and efficiently answer a
guest’s questions and concerns, and refer them to the appropriate department only if
absolutely necessary.
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7. Lighting: This is a pretty big issue across a lot of hotels. Most don’t offer adequate
lighting in the hotel rooms, from bathrooms to bedside lamps, and it's a hassle for guests
across the board. Improved lighting serves to enhance the guestroom experience and provide
a sense of security.
8. Aroma: Upon entering a hotel and the hotel room, the smell of the property has a major
impact on a traveler's first impressions. Guests are often sensitive to newly created hotel
"signature" scents or stale smells from carpets and bathrooms, which can influence the
guest’s perception of the quality and cleanliness of a hotel.
9. Simple, tasty food: The availability of food and beverage outlets varies based on the hotel
service level. However, certain things—such as a hot breakfast—are a basic offering that
really adds to a guest experience. Even budget hotels could be conveniently located next to an
all-day diner, which caters to hotel guests. Access to a convenient and affordable breakfast is
turning from a plus to a must.
10. Check in/Check out: Nowadays, a front desk check-in and -out experience is constantly
evolving—from pod check-ins to a personalized iPad check-in. While these advances are
exciting, hotels need to stay focused on certain elements of a check-in/check-out process that
really effect a guest stay.
After reading this information sheet, you must be able to:
1.) If the reservation is guaranteed, the guest is covered by the 6

o’clock policy.

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2.) Fifty percent DP upon check in is a universal policy among five-
star hotels.
3.) It is normal for a hotel to charge more for every room occupant
added.
4.) The FO clerk should be knowledgeable about the nitty-gritty
operations of the different outlets in the hotel.
5.) Hot & cold shower is a standard room amenity among major
hotels.
1.) false
2.) false
3.) true
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4.) false
5.) true

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DETERMINING OCCUPANCY & AVAILABILITY
What is your occupancy rate?

Your occupancy rate is one of the most high-level indicators of success. It is
calculated by dividing the total number of rooms occupied, by the total number
of rooms available, times 100, creating a percentage such as 75% occupancy.
Applying length of stay (LOS) restrictions is the best way to increase your
occupancy rate.
 Minimum length of stay:
Accept longer duration stays and reject shorter duration stays for arrival when
you anticipate a period of high demand followed by low demand. This helps
you increase occupancy during the slow period afterwards.
 Maximum length of stay:
Don’t accept reservations at specific rates for multiple night stays extending
into your high demand period (when you expect to sell rooms at higher rates).
Guests who want to stay beyond the maximum length of stay period can be
charged rack rate for subsequent nights.
 Closed to arrival dates:
When you have very high demand, and you expect to reach maximum
occupancy through stayovers as opposed to new arrivals, don’t accept
reservations for arrivals on the day in question, and only allow guests staying
through from previous nights.
Determining the Room Availability
After receiving the information about the guest proposed stay, the next step of reservation procedure is to check the
room availability of the desired accommodation on the date, rate and room type requested. In any reservation system,
it is necessary to closely monitor the volume of reservation accepted in order to prevent excess booking. An effective
reservation system should be used to determine the room availability and they are:

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1. Forecast board (occupancy forecast report)
2. Reservation charts (Density and conventional chart)
3. Computerized system
1.) understand the basic principles in determining occupancy
2.) use the sample forms in a role play featuring receiving reservations

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1.) A guaranteed no-show means that the room can still be

occupied by other guests.
2.) Overselling, when done “aggressively”, may lead to a
considerable number of walked guests.
3.) The hotel should compensate the walked guest in some way.
4.) The availability board shows guest history.
5.) Early departure affects the room availability status of the hotel
rooms.

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1.) false
2.) true
3.) true
4.) false
5.) true

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Task Sheet 1.1-3
Title: “How to Use the Reservation Form”
Performance Objective: To ensure that using the reservation form is

done correctly, given that the candidate is provided with the
necessary tools/materials to successfully do what is indicated in
the said task sheet.
Supplies: Reservation form, availability board, pen, paper, related
information sheet
Equipment: none
Steps/Procedure:
1.) Refer to the availability board and check which room types are
available on certain dates.
2.) Refer to the reservation form
3.) Accomplish the reservation form by filling out the information
fields using your own sample data.
Assessment Method:
Use the Performance Criteria Checklist

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Performance Criteria Checklist for Task Sheet 1.1-3
Criteria YES NO
1. Important information fields in the reservation form are
filled out.
2. The sample dates selected reflect as available for selling
in the availability board.

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LEARNING OUTCOME #2 RECORD DETAILS OF RESERVATION
CONTENTS:
 Guest Information that the Front Office (FO) Clerk Should Ask
 General & Specific Customer Requirements
1. Complete customer details are accurately recorded against their

booking in a manner which ensures correct interpretation by others who
may access the reservation details
2. Customer profile or history, if available, is checked, and information is

used to assist in making the reservation and to enhance customer service
3. Special requests are clearly recorded in accordance with established

requirements
4. All details of customer bookings are confirmed to the customer and it

is ensured that they understand and agree to all details
5. Reservations are filed in a manner which ensures easy access by

others and is in accordance with established procedures
6. Documents and other materials are prepared and issued to the

customer in accordance with the requirements of the specific reservation

 Equipment: telephone
 Reservation form
 Availability board
ASSESSMENT METHODS:
 Written Test
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Learning Outcome 2
Record Details of Reservation
“Guest Information that the FO development of the Institutional
Clerk Should Ask” Competency Evaluation Tool which
after finishing a competency of the
Perform Task Sheet 1.2-1 on qualification.
Record Details of Reservation
Read Information Sheet 1.2-2: outlined for you on the left column to gain
“General & Specific Customer the necessary information or knowledge
Requirements” before doing the tasks to practice on
evaluation tool.

Institutional Competency Evaluation
Package for one Competency of Front
Office Services NC II. Your output shall


Update Reservations
GUEST INFORMATION THAT THE FO CLERK SHOULD ASK

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Self-Check 1.2-1: MULTIPLE CHOICE
1. The FO clerk should ask for the most important information first which is
a. billing arrangement
b. arrival and departure dates
c. company name
d. mode of payment
2. Customer profile includes the following except
a. name
b. e-mail
c. present salary grade
d. address
3. The main reason for determining arrival and departure dates at the outset
is
a. to know the plan of the caller
b. to record it in the reservation form
c, to check as soon as possible if there’s an available room during the given

dates
d. to update needed changes in the reservation
4. The caller who requests for hotel booking could be the
a. booking person
b. would-be guest himself
c. a & b are correct

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d. only b is correct
5. The following includes the different modes of payment except
a. credit card
b. cash
c. charge to company
d. promissory note

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Answers to Self-Check 1.2-1:
1. b
2. c
3. c
4. c
5. d

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Task Sheet 1.2-1
Title: Record Details of Reservation
Performance Objective: To ensure that recording details of

reservation received via telephone is carried out within acceptable
standards, given that the candidate is provided with the necessary
tools and equipment to successfully complete the task.
information sheet
Equipment: telephone
Steps/Procedure:
Assessment Method:

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Criteria YES NO
1. Complete customer details are accurately recorded
against their booking in a manner which ensures correct
interpretation by others who may access the reservation
details.
2. Customer profile or history, if available, is checked, and
information is used to assist in making the reservation
and to enhance customer service.
3. Special requests are clearly recorded in accordance
with
established requirements.
4. All details of customer bookings are confirmed to the
customer and it is ensured that they understand and
agree
to all details.
5. Reservations are filed in a manner which ensures easy
access by others and is in accordance with established
procedures.
6. Documents and other materials are prepared and
issued
to the customer in accordance with the requirements of
the
specific reservation.

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GENERAL & SPECIFIC CUSTOMER REQUIREMENTS
1.)
2.)

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1. Would-be guest’s request/s is/are typically received by the housekeeping
personnel.
2. Food preferences are accommodated as much as possible especially for

vegetarian clients or those with medical condition.
3. Transport service is mostly offered to differently-abled clients.
4. Hotels would charge for early-check in even if the room is vacant ready
since the previous night.
5. Guests may request for extra room amenities as they see fit as long as it’s
reasonable.

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1. false
2. true
3. false
4. false
5. true

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LEARNING OUTCOME #3 UPDATE RESERVATIONS
CONTENTS:
 Financial Status of the Reservation
 Amendments or Cancellations
1. Financial status of the reservation is accurately updated in accordance

with established procedures
2. Amendments or cancellations of reservations are received, processed

and recorded in accordance with customer request and established
procedures

 Front Office forms
ASSESSMENT METHODS:
 Written Test

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Learning Outcome 3
Update Reservations
“Financial Status of the development of the Institutional
Reservation” Competency Evaluation Tool which
after finishing a competency of the
Read Information Sheet 1.3-2: qualification.
“Amendments or Cancellations”
Answer Self-check 1.3-2 outlined for you on the left column to gain
the necessary information or knowledge
Perform Task Sheet 1.3-2 on
Update Reservations
evaluation tool.



Advise Others on Reservation Details

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FINANCIAL STATUS OF THE RESERVATION
1.)
2.)
1. An amendment in room type would result to an update in the financial

status of a particular booking.

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2. Update in the financial status of a reservation can be done by the F&B
Department.
3. Advance payment is one of the factors related in updating the financial

status of a given booking.
4. If a caller requests for a change in the departure date but maintains the
arrival date, the FO clerk needs to update the financial status of the said
reservation.
5. Guaranteed no-shows can result to a change in the financial status of a

booking of an overnight stay.
1. true
2. false
3. true
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4. true
5. false

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AMENDMENTS OR CANCELLATIONS
1.)
2.)

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1. The amendment form can sometimes be found at the bottom or the right
side of the reservation form.
2. Change of bed sheets is also noted in the amendment form.
3. The guest is allowed to request for a booking change prior to actual

check-in time.
4. Early departure while maintaining the original arrival date means a

shorter length of stay.
5. Cancellation of reservation is excluded in the different forms of booking

amendments.

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1. true
2. false
3. true
4. true
5. false
Task Sheet 1.3-2

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Title: Update Reservations
Performance Objective: To make sure that updating of reservation

is carried out accordingly, given that the candidate is provided with
the necessary tools and equipment to successfully complete the
task.
information sheet
Equipment: telephone
Steps/Procedure:
Assessment Method:

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Criteria YES NO
1. Financial status of the reservation is accurately
updated in accordance with established procedures
2. Amendments or cancellations of reservations are

received,
processed and recorded in accordance with customer
request and established procedures

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LEARNING OUTCOME #4 Advise Others on Reservation Details
CONTENTS:
 Ensuring Accuracy of Data
 Advising Colleagues and Coworkers from Other Departments
1. General and specific customer requirements and reservation details

are communicated to appropriate departments and colleagues
2. Accurate and relevant reservation statistics are compiled and provided

to concerned people or departments

 Front Office forms
ASSESSMENT METHODS:
 Written Test

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Learning Outcome 4
ADVISE OTHERS ON RESERVATION DETAILS
Read Information Sheet LO1.4- This Learning Outcome deals with the
1: “Ensuring Accuracy of Data” development of the Institutional
Competency Evaluation Tool which
Answer Self-check LO1.4-1
Read Information Sheet LO1.4- after finishing a competency of the
2: “Advising Colleagues and qualification.
Coworkers from Other
Departments”
outlined for you on the left column to gain
Answer Self-check LO1.4-2 the necessary information or knowledge
evaluation tool.



you’re through with this module and can
already go to the next unit of competency.

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ENSURING ACCURACY OF DATA
1.)
2.)

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1. Paying attention to the caller contributes to getting accurate information

from the booking person/guest.
2. Ensuring accuracy of data can be related to an increase in the number of

guest complaints.
3. A recap is done at the beginning of a call or conversation.
4. Taking down notes or writing the information as it is being received is an

effective way to get accurate data from the caller.
5. Attention to details is among the qualities beneficial in the effective Task

performance of an FO clerk.

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1. true
2. false
3. false
4. true
5. true

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ADVISING COLLEAGUES AND COWORKERS

FROM OTHER DEPARTMENTS
1.)
2.)
1. Informing the other departments about the reservation details including

updates proves beneficial to the entire hotel operations.

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2. Lack of coordination is one of the positive outcomes of relaying booking
updates to other units.
3. As an FO clerk, keeping your colleagues from other department in the

loop about the reservation details/updates may eventually overwhelm them
and therefore should be avoided.
4. It should be projected that a lack of coordination among the different

departments in the hotel may result to a sales decline.
5. The Front Office is the center of communication in the hotel.

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1. true
2. false
3. false
4. true
5. true

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Competency Assessment Tools
EVIDENCE PLAN
Unit of Competency
Module Title
Method of assessment
Ways in which evidence will be collected:
[tick the column]
The evidence must show that the candidate…

 Evidence requirement (criteria for judging the
competency of the trainee. These are written in the
competency standards. Critical aspect of competency
should be marked with an asterisk (*). Refer to the CS
for the identification of the critical aspects of
competency
 Evidence requirement
NOTE: *Critical aspects of competency
Prepared by: Bernard A. Manalo Date:
Checked by: Date:

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Table of Specifications
Objectives/ Content # of items / %

Knowledge Comprehension Application
Area/Topics of test
5% 5% 10% 20%
10% 30% 40%
10% 10% 20% 40%
TOTAL 15% 25% 60% 100%
TEST ITEM DISTRIBUTION # of Percent-

Objectives/ Content age
items / %
Area/Topics Knowledge Comprehension Application of test %
1 1 2 4 20%
2 6 8 40%
2 2 4 8 40%
TOTAL 3 5 12 20 100%

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Written Test
Multiple Choice
Please select the best answer that corresponds to each given item by
encircling the letter of your choice.
1. Overbooking is done in most hotels because

a. there’s a lapse in judgment on the part of the FO clerk
b. there are many tourists in the locality
c. there is a drop in sales in the previous months
d. there might be no-shows or cancellations to offset
2. This refers to a visual guide that shows the room status.

a. Reservation file
b. Guest folio
c. Availability board
d. Confirmation letter
3. The two forms of reservation include:

a. manual and computerized
b. manual and automatic
c. direct and indirect
d. face-to-face and via telephone
4. The most important thing to ask at the beginning of a reservation call is

a. special request
b. billing arrangement
c. reservation dates
d. amendment on the reservation
5. A guest should be “walked” when:

a. a hotel aggressively overbooks and the guest can no longer be
accommodated in the hotel
b. the guest needs to exercise due to lack of physical activity
c. the guest requests for a tour of the hotel facilities
d. the hotel decides not to accept the guest for check in because of a valid
suspicion
6. The following are sources of reservation except:

a. telephone
b. newspaper
c. internet
d. face-to-face transaction
7. Updating a reservation requires the following except:

a. the guest to notify the Reservations Department about the amendment
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b. the FO clerk to update the reservation accurately and completely
c. the FO clerk to charge the guest an additional 50% of the rate for the
reserved room
d. the FO clerk to advise other departments as needed
8. A standard greeting over the telephone:

a. should include the name of the caller
b. is best done with a smile
c. is skipped when the hotel is too busy
d. should be delivered monotonously
9. FIT, in the context of the hotel industry, stands for:

a. Free Individual Traveller
b. Frequent Indirect Tourist
c. Free Internet Technology
d. Free Interest Tourism
10. Communicating reservation details to other departments is important

because:
a. it is the management’s directive
b. it will ensure timely coordination of functions/responsibilities
c. the FO clerk will have an incentive for doing so
d. the FO clerk should report to the Housekeeping Department
Manager/Supervisor

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Answer Key to Written Test
1. d
2. c
3. a
4. c
5. a
6. b
7. c
8. b
9. a
10.b

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Demonstration with Questioning Checklist
Trainee name:
Trainer name: SAWIYA A. BELLEN
Qualification: FOS NC II
Unit of competency: Receive and Process Reservations
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, receiving and processing
reservations following standard procedures within 15 minutes.
 to show if evidence
DEMONSTRATION is demonstrated
Yes No N/A
During the demonstration of skills, did the candidate:
 Determine the availability of the reservation and advised the
customer accordingly.   
 Offer alternatives, including waitlist options, if requested booking is

not available.*   
 Respond to inquiries regarding rates and other product features

according to established procedures.   
 Records customer details completely and accurately against his/her

booking in a manner which ensures correct interpretation by others   
who may access the reservation details.*
 Records special requests clearly in accordance with established
  
requirements.*
 Demonstrates skills in receiving and processing reservations for
  
multiple product booking according to established procedures.*
 Confirms all details of customer bookings to the customer and
  
ensures that he/she understands and agrees to all details.*
 Demonstrates ability to advise other departments of the
  
establishment on relevant reservation details.*
The candidate’s demonstration was:
Satisfactory  Not Satisfactory

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Demonstration with Oral Questioning Checklist (continued)
Questions Satisfactory
response
The trainee should answer the following questions: Yes No
1. Why is it important to determine the date of
 
reservation first?
2. How do you offer a room when the hotel is already
 
fully-booked on certain dates?
3. How are you going to use the availability board?  
4. How do you ensure correctness of customer data

 
gathered?
5. How does the FO clerk make sure that there will be
 
coordination of functions among different hotel units?
The trainee’s underpinning knowledge was:
Satisfactory  Not Satisfactory 
Feedback to trainee:
The trainee’s overall performance was:

Assessor’s signature: Date:
Suggested Questions with Answers for Oral Questioning [continued]

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Questions with Answers
1. Why is it important to determine the date of reservation first?
Answer: To make sure that the room being requested is

available
2. How do you offer a room when the hotel is already fully-booked on

certain dates?
Answer: offer the waitlist option just in case the guest thinks
that it’s ok to be placed on waitlist
3. How are you going to use the availability board?
Answer: By looking at the dates and the types of room vis a vis
the request of the guest
4. How do you ensure correctness of customer data gathered?
Answer: Provide a recap
5. How does the FO clerk make sure that there will be coordination of
functions among different hotel units?
Answer: By communicating reservation details as well as

booking updates to colleagues and other departments

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Oral Questioning Checklist
Trainee name:
Trainer name: SAWIYA A. BELLEN
Qualification: FOS NC II
Unit of competency: Receive and Process Reservations
Date of assessment:
Time of assessment:
Instructions for Oral Questioning
The candidate will be assessed based on his/her answers to the given questions. The assessor
should not deviate from the standard questions provided herein.
Oral Questions Satisfactory response
The trainee should answer the following questions: Yes No
1. How is overbooking done?  
2. What is FIT?  
3. How do you read the availability board?
 
4. How do you deliver a standard greeting?  

5. Give 3 examples of product (room) information that an FO
clerk should know.  
The trainee’s underpinning knowledge was:

Feedback to trainee:
The trainee’s overall performance was:

Assessor’s signature: Date:
The candidate’s responses were:
Satisfactory  Not Satisfactory

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Suggested Questions with Answers for Oral Questioning [continued]
Questions with Answers
1. How is overbooking done?
Answer: By reserving or booking a room beyond the capacity of

the hotel in order to offset instances of no-shows or cancellations
2. What is FIT?
Answer: Free Individual Traveller, one who requests for hotel

booking without requiring the services of any third party or
middleman
3. How do you read the availability board?
Answer: By looking at the dates and the types of room vis a vis
the request of the guest
4. How do you deliver a standard greeting?
Answer: Make sure that the following are considered: the FO

clerk’s smile; the FO clerk’s name; offering assistance; saying “thank
you for calling (the name of the hotel)” if on the phone or “welcome to
(the name of the hotel)” if face-to-face; the name of the department if
on the phone
5. Give 3 examples of product (room) information that an FO clerk should

know.
Answer: room amenities, room rate, room type

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Work Related Project
Candidate’s :
Assessor’s Name :
Qualification :
Project
Units of Competency :

Date of Assessment :
Time of Assessment :
Instruction for demonstration
Given the necessary supplies and materials, the candidate must be able to perform
the following task in two (2) hours:
Check ( √ ) to show if evidence

is performed
OBSERVATION :
Yes No N/A
The Candidate’s output was:
□ Satisfactory □ Not Satisfactory
Candidate’s Signature Date:
Assessor’s Signature Date:

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Specific Instructions for Work Related Project

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Answer to Work related Projects

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Candidate Portfolio Record Sheet
Candidate:
Assessor:
Competency Standards: TVET TRAINERS
Unit[s] of Competency: PLAN TRAINING SESSION
Item number
Validated Training Requirements
Developed Instructional Materials

Pre-assessment instrument
Pre-assessment Result of
Training Activity Matrix

Related CS and CBC
Session Plan
Type of evidence
[insert information in the column]
The evidence shows that I ……
1.1. Identified learner’s training requirements.
1.2. Identified and analysed relevant curriculum

documents.
1.3. Identified the current competencies of target group.
1.4. Compared competencies to be attained with the

current competencies of the target group.
1.5. Determined and validated the training requirements.
2.1. Prepared plan for series of training session.
2.2. Identified relevant training methods and delivery

modes.
2.3. Selected appropriate training methods and delivery
modes to adhere the required competencies.
2.4. Identified and organized resources required for the
series of training session.
2.5. Identified sequence of training activities.
2.6. Prepared and documented plan for a series of training

session.
3.1. Prepared basic instructional materials that are focused
on key concepts and ideas related to work activity.
3.2. Identified trainee’s characteristics and needs.
3.3. Selected the appropriate media for the trainees.
3.4. Prepared instructional materials that are clean, legible

and appropriate to trainees.
Candidate signature: Date:

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Portfolio evaluation form
Candidate name:
Assessor name:
Competency standards: TVET TRAINERS
Unit(s) of competency: PLAN TRAINING SESSION
The evidence provide by the candidate is:
□ valid □ authentic □ sufficient □ current □ recent □ consistent

The contents of the portfolio provided satisfactory evidence that the Item no(s)
candidate [tick the box]:
1.1. Identified learner’s training requirements. □
1.2. Identified and analysed relevant curriculum documents. □
1.3. Identified the current competencies of target group. □
1.4. Compared competencies to be attained with the current □
competencies of the target group.
1.5. Determined and validated the training requirements. □
2.1. Prepared plan for series of training session. □
2.2. Identified relevant training methods and delivery modes. □
2.3. Selected appropriate training methods and delivery modes to □
adhere the required competencies.
2.4. Identified and organized resources required for the series of □
training session.
2.5. Identified sequence of training activities. □
2.6. Prepared and documented plan for a series of training session. □
3.1. Prepared basic instructional materials that are focused on key □
concepts and ideas related to work activity.
3.2. Identified trainee’s characteristics and needs. □
3.3. Selected the appropriate media for the trainees. □
3.4. Prepared instructional materials that are clean, legible and □
appropriate to trainees.

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THIRD PARTY REPORT
Candidate name:
Name of third party: Contact no.
Position:
Relationship with □ employer □ supervisor □ colleague □ other
candidate:
Please specify
________________________________________________
Please do not complete the form if you are a relative, close friend or
have a conflict of interest]
Dates the candidate worked with you From: To:
TVET TRAINERS
Competency Standards:
Unit of Competency: PLAN TRAINING SESSION
The candidate is being assessed against the competency standards for

We are seeking your support in the judgment of this candidate’s competence. Please answer these
questions honestly as a record of the candidate’s performance while working with you. Thank you for
your time.
Comments regarding candidate performance and experience
I can verify the candidate’s ability to: Yes No Not Comments to support my
(tick the correct response] sure responses:
 Check the availability of all resources
required for training.
□ □ □
 Identify alternative resources for contingency
measures.
□ □ □
 Identify and arrange appropriate training
locations according to training needs.
□ □ □
Third party signature: Date:
Send to:

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COMPETENCY BASED LEARNING

Qualification Title: FRONT OFFICE SERVICES NC II

Unit of Competency: Receive and Process Reservations

Module Title: Receiving and Processing

WINZELLE INTERNATIONAL COLLEGE

The unit of competency, “Receive and Process Reservations”, is one of

Winzelle Date Developed: Document No. FOS 001

1 Receive and process Receiving and processing TRS51230

2 Operate a computerized Operating a computerized TRS512302

3 Provide accommodation Providing accommodation TRS512303

4 Conduct night audit Conducting night audit TRS512304

5 Provide club reception Providing club reception TRS512305

6 Provide porter services Providing porter services TRS512306

Winzelle Date Developed: Document No. FOS 001

UNIT OF COMPETENCY: Receive and Process Reservations

Nominal Duration: 23 hours

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

1. Receive reservation request

2. Record details of reservation

4. Advise others on reservation details

Winzelle Date Developed: Document No. FOS 001

Qualification Title : Front Office Services NC II

Unit of Competency : Receive and Process Reservations

Module Title : Receiving and Processing

Upon completion of this module, you MUST be able to:

1. Receive reservation request

2. Record details of reservation

4. Advise others on reservation details

1. Determined the availability of the reservation and advised the customer

2. Offered alternatives, including waitlist options, if requested booking is

3. Responded to inquiries regarding rates and other product features

4. Recorded customer details completely and accurately against his/her

5. Checked customer profile or history, if available, and used information to

7. Confirmed all details of customer bookings to the customer and ensured

8. Filed reservations in a manner which ensures easy access by others and

10. Updated financial status of the reservation accurately in accordance

11. Received, processed and recorded amendments or cancellations of

12. Communicated general and specific customer requirements and

13. Compiled and provided accurate and relevant reservation statistics to

14. Demonstrated skills in receiving and processing reservations for multiple

Winzelle Date Developed: Document No. FOS 001

1. Availability of the reservation is determined and advised to the

2. Alternatives, including waitlist options, are offered if requested booking

3. Inquiries regarding rates and other product features are responded to

CONDITIONS: The student/trainee must be provided with the following:

Winzelle Date Developed: Document No. FOS 001

Receive Reservation Request

Learning Activities Special Instructions

Feel free to show your outputs to your

After doing all the activities for this LO,

Winzelle Date Developed: Document No. FOS 001

A hotel reservation system is a software application that is implemented by hotels to allow

Licensed from GettyImages. noun. The definition of a reservation is something withheld or

Self-Check 1.1-1: TRUE OR FALSE

2.) In telephone reservation, the FO clerk should still smile though

4.) E-mail is the most commonly used means to book a hotel

5.) Reservation for a hotel accommodation is the service provided

Winzelle Date Developed: Document No. FOS 001

Winzelle Date Developed: Document No. FOS 001

PRODUCT INFORMATION & FEATURES

great business hotel can make or break a business travel trip.

Winzelle Date Developed: Document No. FOS 001