7/8

FRONT OFFICE SERVICES

Exploratory Course
Quarter 1 – Module 4:
Mensuration and Calculation
TLE – Grade 7/8
Alternative Delivery Mode
Quarter 1 – Module 4: Front Office Services Exploratory Course-Mensuration and
Calculation
First Edition, 2020

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copyright owners. The publisher and authors do not represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writers: Maria Shiela M. Pascua

Editors: Reynilda Bebon, Clemencia Calubayan, Ferdinand T. Glor
Reviewers: Reynilda Bebon, Clemencia Calubayan, Ferdinand T. Glor
Illustrator: N/A
Layout Artist: LR Team
Management Team: Elias A. Alicaya, Ed.D., OIC-Schools Division Superintendent
Gregorio T. Mueco, OIC-ASDS In-Charge of CID
Lorena S. Walangsumbat, Ed.D., CID Chief
Jee-Ann O. Borines, LRM Supervisor
Ferdinand T. Glor, PSDS In-Charge of TLE/TTVL
Joe Angelo L. Basco, LRM PDO II

Printed in the Philippines by SDO QUEZON

Department of Education – Region IV - CALABARZON - SDO QUEZON

Office Address: Sitio Fori, Brgy. Talipan, Pagbilao, Quezon
Telefax: (042) 784-0366, (042) 784-0164, (042) 784-0391, (042) 784-0321
E-mail Address: quezon@deped.gov.ph
 7/8

Technology and
Livelihood
Education

Front Office Services Exploratory

Course
Quarter 1 – Module 4:
Mensuration and Calculation
Introductory Message
For the facilitator:

Welcome to the Technology and Livelihood Education Alternative Delivery

Mode (ADM) Module on Front Office Services Exploratory Course – Mensuration and
Calculation!

This module was collaboratively designed, developed and reviewed by educators

both from public and private institutions to assist you, the teacher or facilitator in
helping the learners meet the standards set by the K to 12 Curriculum while overcoming
their personal, social, and economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration their
needs and circumstances.

In addition to the material in the main text, you will also see this box in the body
of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to manage
their own learning. Furthermore, you are expected to encourage and assist the learners
as they do the tasks included in the module.

2
For the learner:

Welcome to the Technology and Livelihood Education Alternative Delivery Mode

(ADM) Module on Front Office Services Exploratory Course-Mensuration and
Calculation!

The growing demand for hotel workers in the country leads to creating this course
module intended for you who desire to work in the hotel industry. Front Office
Department of a hotel has a significant contribution in the success of hotel operation.
It is the department which directly interacts with the customers. Therefore, every Front
Office Personnel must possess knowledge, attitude, values and skills in the field of Front
Office.

Front Office Services is an exploratory and introductory course for Grade 7

students who wish to work as Front Office Desk or Personnel in the future. This module
is designed to provide you full knowledge of performing simple mensuration and
calculation. After finishing this module, you may continue pursuing Front Office
Services NC II, learn the common and core competencies and get the National
Certification from TESDA after passing the assessment.

This module has the following parts and corresponding icons:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in the
module.
This part includes an activity that aims to
What I Know check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
This is a brief drill or review to help you link
What’s In the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.
This section provides a brief discussion of the
What is It lesson. This aims to help you discover and
understand new concepts and skills.
This comprises activities for independent
What’s More practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

3
 This includes questions or blank
What I Have Learned sentence/paragraph to be filled in to process
what you learned from the lesson.
This section provides an activity which will
What I Can Do help you transfer your new knowledge or skill
into real life situations or concerns.
This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned. This also tends retention of
learned concepts.
This contains answers to all activities in the
Answer Key module.

At the end of this module you will also find:

References This is a list of all sources used in developing

this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities
included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are not
alone.

We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!

4
 What I Need to Know

This module was written and prepared to help you learn the knowledge and skills
of performing mensuration and calculation. This competency pertains to preparing a
simple report from arrival to the departure of customers. This front office function
ultimately affects the hotel’s services. It is relevant to prepare correct reports that can
be easily pulled out in times the guests have concerns, requests, and complaints. The
report reflects the well-organized system of the hotel.

This module contains the following lesson:

Lesson 4 – Perform Mensuration and Calculation
1. Prepare simple reports from guest’s arrival to departure.

What I Know

Let us know how much you already know by taking this Pre-test.

I. Choose the letter of correct answer. Write the chosen letter on a separate sheet of
paper.

1. Which of the following report contains name of guest to leave on a particular

date?
a. Arrival report b. Departure c. Occupancy d. Pre-arrival

2. The Guest cycle has ____________stages.

a. four b. six c. three d. two

3. Which part of report contains name of guest to leave on a particular date?

a. Arrival report b. Departure c. Occupancy d. Pre-arrival

4. The room assignment takes place in ___________.

a. Arrival stage b. Departure stage c. Occupancy d. Pre-arrival

5. The last stage of the Guest Cycle is ____________.

a. Arrival report b. Departure c. Occupancy d. Pre-arrival

6. This provides the date the guests are expected to leave or vacate the room.
a. arrival time b. departure date c. list of guest d. voucher

5
 7. He/she is responsible to ensure that the room is clean and ready upon guest
arrival.
a. Bellmen b. Front desk c. Housekeeping d. Porter

8. This aid in the scheduling of the rooms to be cleaned and inspect before the
guest leave and checked-out.
a. EEA b. EET c. ETA d. ETD

9. What area in the hotel is used for guest reservation, registration,

service and payment?
a. Accounting b. Cashier c. Front Desk d. Front Office

10. In what stage does the arrival report is accomplished?

a. Arrival stage b. Departure c. Occupancy d. Pre-arrival

11. The following are hotel guest cycle stages except:

a. Arrival b. Departure d. Occupancy d. room assignment

12. What stage of the guest cycle may involve currency exchange?
a. Arrival b. Departure d. Occupancy d. room assignment

13. Which step in guest cycle is the definitive start of a customer relationship?
a. Baggage handling
b. Currency exchange
c. Handling room keys
d. Record creation

14. The largest single charge on a guest account is normally for:

A. Food and beverage service.
B. The guestroom
C. Room service
D. Transportation

15. What stage in the guest cycle does a front office desk agent post late
charges?
A. Arrival
B. Departure
C. Occupancy
D. Departure Arrival

6
 Lesson
Mensuration and Calculation
2
One of the most essential competencies in Front Office Services is performing
mensuration and calculation. It pertains to the preparation of reports from guest’s
arrival to departure. These reports contain valuable information about the guest. They
help in determining and calculating the number of a confirmed reservation, cancellation,
no-show, and the number of extended guests.
Front Office prepares many reports to keep the smooth operation of the business.
It is through preparing accurate reports such as Guest Arrival and Departure reports
that the hotels ‘can efficiently and effectively provide satisfactory customer service
function and at the same stick to their goals of providing their guests a pleasant and
remarkable hotel experience.

What’s In
Let’s find out what you have learned in the previous lessons by answering the
following questions.
1. What are the primary functions of front office services?
2. What are the tools, equipment, and paraphernalia?
3. Why does proper maintenance and storing of those tools, equipment, and
paraphernalia important?

Source: study.com

7
 What’s New
Read and study the following situations.

Situation 1

"Hold on, let me check the availability/speak with my manager to see if that can be done".
"I'm afraid all our rooms are fully booked now and we won't be able to arrange for that".

Situation 2

We are so sorry for checking you into an occupied room - we take full responsibility for
the mistake. Allow us to offer you a room upgrade to make amends; I will show you to
this new room personally.”

Situation 3

“What do you mean, you don’t have my reservation? I called a month ago to reserve a
table by the fountain for my 10th wedding anniversary. This is simply outrageous!”

Do you have any idea why these situations happen in the hotel? What are the
ways to do to prevent the happening of these situations?
How are you handle these situations is very important since it will also be a
reflection of the quality of the services the hotel provides to their guests. Through
checking and looking at the Arrival and Departure Reports, front office staff can quickly
act and address these situations.
These situations happen during the entire guest cycle. The guest cycle is
illustrated below.

8
 What is It
To be guided with the lesson, you need to answer the following questions.
1. What is the arrival report?
2. What are the details included in the arrival report?
3. What is the departure report?
4. What consists of a departure report?
5. What is the importance of preparing arrival and departure reports?

The hotel used the Arrival report to provide records of guests arriving at a specific
time and date. It provides necessary details about the guests’ arrival date, time, the
room reserved, payment, special requests, etc. Arrival report is given to other
departments such as porter and concierge, housekeeping, security, laundry, food and
beverage, and kitchen for proper delegation of needed services.
Today, most of the hotels have the computer system to which they can easily
record and encode the necessary information needed for the report.

The following are the details included in the arrival report.

1. Arrival date. It supplies the alphabetical listing of the guests expected to arrive
on a particular day and time.
2. Departure date. This provides the date the guests are expected to leave or
vacate the room.
3. Estimated time of arrival (ETA). This is important especially for the
housekeeping department to make sure that the room is clean and ready upon
guest arrival.
4. Estimated time of departure (ETD). This aids in the scheduling of the rooms
to be cleaned and inspect before the guest leave and checked-out.
5. Guest name. This helps the staff to properly acknowledge and identify the
guests when they have special requests or services.
6. A number of guests. This detail provides the housekeeping department to place
an appropriate number of needed toiletries such as towels, shampoo,
toothbrush, toothpaste, soaps, extra pillows, or extra beddings if needed.
7. Room type. It specifies the room type whether single, double, twin, or suite.
8. Room rate. It indicates the price and appropriate services intended for the
room reserved.
9. Booking guaranteed or not. This confirms the reservation regardless the guest
arrives or not. It also means that the room must be ready and prepared.
10. Special requests. This lists the special services requested by the guest and
must be coordinated with the concerned departments.
11. VIP. This must be noted to give special treatment to the Very Important
Person. VIP’s are escorted by the general manager to their room.
12. Some VIPs (royalty for instance). This lists the less prominent person such as
actors or actresses. Like VIP’s they are also escorted by the hotel’s manager
going to their room.
13. Complimentary guest. This should also be listed and be given a room even
they are not paying for it. They are guests who are winners or a previous guest
who comes back because the recent stay had problems.

9
 FIGURE 1. Arrival Report

A Departure report is used to determine the guest who is scheduled for check out
on a particular date and time.
It can be done two ways:
a. By name
b. By room

It contains the following information:

1. Guest Name
2. Res ID
3. Date Res (Reservation Date)
4. Date Out (Departure Date)
5. Adults
6. Child
7. Room Number
8. Rate
9. Rate Name
10. Group/Corporate Name

FIGURE 2. Departure Report

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Importance of Arrival and Departure Report
1. It facilitates the reservation and departure process.
2. Ensures the availability of the room upon the arrival of the guests.
3. It connotes the preparedness of the hotel in accommodating guests.
4. It shows the effectiveness of the front office in coordination with other
departments.
5. It reflects an organized and smooth workflow of the hotel.
6. It allows adjustments to the additionally needed staff especially during peak
season.
7. Ensure that all guests are properly attended and taken care of.

What’s More

Independent Activity 1. Identify correctly the details included in the Arrival and
Departure report. Choose you answer from the choices given.

a. Booking guaranteed or not f. Room rate

b. Guest name g. Departure date
c. Arrival report h. ETA
d. Complimentary guest i. ETD
e. Room type j. VIP’s

__________1. It supplies the alphabetical listing of the guests expected to arrive on a

particular day and time.
__________2. It indicates the price and appropriate services intended for the room
reserved.
__________3. It specifies the room type whether single, double, twin, or suite.
__________4. This provides the date the guests are expected to leave or vacate the room.
__________5. This confirms the reservation regardless the guest arrives or not.
__________6. This should also be listed and be given a room even they are not paying for
it. They are guests who are winners or a previous guest who comes back
because the recent stay had problems.
__________7. This helps the staff to properly acknowledge and identify the guests when
they have special requests or services.
__________8. This must be noted to give special treatment to the Very Important Person.
VIP’s are escorted by the general manager to their room.
__________9. This is important especially for the housekeeping department to make sure
that the room is clean and ready upon guest arrival.
_________10. This aids in the scheduling of the rooms to be cleaned and inspect before
the guest leave and checked-out.

Independent Assessment 1. Choose the letter of the correct answer. Write your answer
in your notebook.
1. What is the date the guest is expected to arrive in the hotel?
a. arrival date b. departure date c. expected date d. scheduled date
2. These are persons who are given special treatment by the hotel.
a. guest b. bellmen c. general managers d. VIP’s
3. A report that shows the list of guests leaving the hotel on the particular date.
a. Arrival report b. Audit report c. Cash report d. Departure report

11
4. It pertains to the cost of the room.
a. special rate b. promo rate c. room rate d. room type
5. It refers to what kind of room the guest reserves.
a. double room b. double room c. room type d. suites
6. What do you call the guests who are given a free accommodation because they are
winners of contest?
a. backpackers b. complimentary guest c. senior citizen d. VIP’s
7. It refers to the specific date the guest is about to leave.
a. arrival date b. departure date c. expected date d. scheduled date
8. A very important detail needed to identify the guest well.
a. address b. age c. name d. status
9. This information is essential to make sure that the room is clean and ready upon
guest arrival.
a. ETA b. ETD c. EET d. ERT
10. The detail that provides information as to when the room is to be cleaned and
prepared.
a. ETA b. ETD c. EET d. ERT

Independent Activity 2. Tell whether the details below are included in the ARRIVAL
REPORT, DEPARTURE REPORT OR BOTH. Write ARR, DEP or BOTH in the blank.
__________1. Guest name
__________2. Adults
__________3. Room type
__________4. ETA
__________5. ETD

Independent Assessment 2. State whether the statement is TRUE or FALSE. Write your
answer in a separate sheet of paper.
__________1. The arrival date is an important detail included in the arrival and departure
report.
__________2. The date the guest expected to leave is an important detail in the arrival
and departure reports.
__________3. The guest name in the arrival and departure reports can help the front
office to identify them correctly.
__________4. In Departure report, the number of children and adults are specified.
__________5. The cost of the room which depends on its capacity and type is stated only
in the Arrival report.

12
 What I Have Learned

Front office mensuration and calculation involve with the preparation of

_________and _________ reports. Arrival report provides records of guest __________ at a

specified time and date. While departure report is made to determines the guest who

are ____________ on a particular day. These reports facilitate ___________and

____________processes and ensure that all the guests are properly attended and taken

care of.

Front Office department can effectively prepare accurate arrival and departure

report by knowing the guest cycle. The guest cycle has ________stages. These stages are

_____________, ______________, _____________and _____________.

What I Can Do

1. Make your Arrival and Departure Reports. Refer to the contents needed on pages
9-10 and for the sample format. You may use a separate sheet of paper for the
activity.

Be guided in the following rubric.

Level 90-100 % Excellent All-important info adequately delivered and shows
1 proficient understanding of the subject matter.
Level 80-90% Very Good Most of the info adequately delivered and shows
2 proficient understanding of the subject matter.
Level 70-80 % Good Some of the info are adequately delivered and shows
3 proficient understanding of the subject matter.
Level 60-70% Needs work Some of the important info are adequately delivered and
4 show basic understanding of the subject matter.
Level 50-60% Poor None of the important info are delivered and failed to
5 show an understanding of the subject matter.

13
 Assessment

I. Choose the letter of the best answer. Write the chosen letter on a separate sheet
of paper.

1. What is the first stage of Guest Cycle?

a. Arrival b. Departure c. Occupancy d. Pre-arrival
2. What do you call to a report that provides records of guests arriving at a
specific time and date?
a. Arrival report c. Departure report
b. Commission report d. Revenue report
3. Who escorted the VIPs going to their room?
a. Bellmen b. General manger c. Porter d. Receptionist
4. This determines the cost or level of services to the guest.
a. guest name b. room rate c. room type d. VIP
5. What department in the hotel is responsible for the guest reservation,
registration, service and payment?
a. Accounting b. Cashier c. Front Desk d. Front Office
6. What do you call to a report that contains name of guest to leave on a
particular date?
a. Arrival report c. Occupancy
b. Departure d. Pre-arrival
7. What is the form signed by the guest during reservation?
a. Arrival form b. Departure slip c. Guest slip d. Reservation form
8. The Guest cycle has ____________stages.
a. four b. six c. three d. two
9. In what stage does arrival report is accomplished.
a. Arrival stage b. Departure c. Occupancy d. Pre-arrival
10. It specifies the room type whether single, double, twin, or suite.
a. Folio b. Guest history c. Room Rate d. Room Type
11. What stage in the guest cycle does a front office desk agent post late
charges?
a. Arrival b. Departure c. Occupancy d. Departure Arrival
12. The following are hotel guest cycle stages except:
a. Arrival b. Departure d. Occupancy d. room assignment
13. In what stage does the arrival report is accomplished?
a. Arrival stage b. Departure c. Occupancy d. Pre-arrival
14. What area in the hotel is used for guest reservation, registration,
service and payment?
a. Accounting b. Cashier c. Front Desk d. Front Office
15. This provides the date the guests are expected to leave or vacate the room.
a. arrival time b. departure date c. list of guest d. voucher

14
 Additional Activities

Read and study the following and be familiarized with the hotel reservation process.
You can also view or watch other related videos from YouTube.

Hotel Reservation Dialogue

R: Good morning. Welcome to the Shera Hotel.

C: Hi, Good morning. I’d like to make a reservation for this weekend. Do you have any
vacancies?
R: Yes sir, we have several rooms available. And what is the exact date of your arrival?
C: The 22nd.
R: How long will you be staying?
C: I’ll be staying for two nights.
R: How many people is the reservation for?
C: For two people
R: And would you like a single room?
C: yes, please.
R: Great. And would you prefer to have a room with a view of the beach?
C: Sure. What’s the rate for the room?
R: Your room is P600 per night. Now what name will the reservation be listed
under?
C: Bon Ryan Pascua
R: Could you spell your last name for me, please?
C: Sure. P-A-S-C-U-A
R: Could you tell me your telephone number?
C: Yes, my cell phone number is 09085444144.
R: Great. Now I’ll need your credit card information to reserve the room for you. What
type of card is it?
C: Visa. The number is 123456789.
R: And what is the name of the cardholder?
C: Bon Pascua
R: Alright, Mr. Pascua, your reservation has been made
C: Great, thank you so much.
R: My pleasure. Have a nice day.

15
 16
What I Know What's More
B C 1. A 1. Both
B F 2. D 2. Both
B E 3. D 3. Both
A G 4. C 4. Both
D A 5. C 5. Both
B D 6. B
D B 7. B 1. T
C J 8. C 2. T
D H 9. A 3. T
D I 10. B 4. T
D 5. F
B
A
D
B
Assessment
D
A
B
B
C
B
D
A
D
D
Answer Key
References

Gaggioli, Alex, 6 Reports Your Hotel Should Run Every Night, January 20, 2016.
Retrieved from Cloudbedswww.cloudbeds.com › articles

Kumar, Prince. Arrivals in Front Office, Published on Dec 11, 2017

Ktam , At the Hotel, ESLPrintables.com asTmk939,2011-10-27

Sobre Mi, Hotel Reservation Dialogues, https://englishpost.org/hotel-reservation-

dialogues/

Sandy Tng, 5 Difficult Situations While Working In A Hotel And How To Handle Them,
12 MAY 2016

Front Desk - Departure Report, Setupmyhotel.comsetupmyhotel.com › fo-report,

http://support.roomkeypms.com/m/57282/l/537145-departure-report

Front Desk - Arrival Report - Setupmyhotel.comsetupmyhotel.com › fo-report,

https://setupmyhotel.com/train-my-hotel-staff/front-office-training/131-the-
guest-cycle-in-hotel.html

17
For inquiries or feedback, please write or call:

Department of Education – Region IV - CALABARZON - SDO QUEZON

Sitio Fori, Brgy. Talipan, Pagbilao, Quezon

Telefax: (042) 784-0366, (042) 784-0164, (042) 784-0391, (042) 784-0321

Email Address: quezon@deped.gov.ph