Republic of the Philippines

Department of Education
Manila Montessori College International

Module in
FRONT OFFICE NC II

SHS-12

RAYMARK G. ANGELES
SHS Teacher
 Review of Lesson 1.2

A. WORD PUZZLE
Direction: There are thirteen (13) key terms about hotel
reservation in this puzzle. Be able to mark atleast 10 items then write it
on your answer sheet.

R C Z K P C L E N C T S P W Y
W E S T Z V A T H W I U R E C
H M G Z M H T Y R S Y V E T N
N C N I J Y E K O Z P H R I A
I E I V S Z A V O C E P E Y P
S M T Z K T R P M W T H G F U
C B E P E J R H R H A J I A C
I H E U H O I A A V R K S M C
E C R L O Y V S T N P T T I O
T N G M L C A P E I U N R L E
A Y K K J M L W H C O Z A Y L
R E M H P U A K V S R N T R B
Y I W K S T J N H H G T I A U
A U H C M Z H O I T M C O T O
D S Y I T C W A L K I N N E D
 B. CHECKLIST
Direction: Evaluate yourself by completing the self-check. After each
item, place an X in the box that best describes your accomplishment. If a
performance element was not applicable, or impossible to accomplish, place
an X in the N/A box.
LEVEL OF PERFORMANCE
DID YOU: NA NO PARTIAL FULL
Welcomed guests?
Confirmed reservation details with guest?
Registered guests with or without reservations
according to establishment systems and procedures?
Applied correct accounting procedures
Issued room key/electronic cards, guest mail and
messages to guest?
Followed procedures where rooms are not
immediately available or overbooking has occurred
Monitors and reports discrepancies in guest arrivals?
Monitored and reported guest arrivals and
discrepancies between actual and expected arrivals
are reported in accordance with property standards?

C. ACTUAL DEMONSTRATION

Directions: OVERALL EVALUATION

Level PERFORMANCE LEVELS
Ask the teacher Achieved
to assess your 4 - Can perform this skill without supervision and with
performance in initiative and adaptability to problem situations.
the following
3 - Can perform this skill satisfactorily without
critical task and
assistance or supervision.
performance
criteria below 2 - Can perform this skill satisfactorily but requires
some assistance and/or supervision.
1 - Can perform parts of this skill satisfactorily, but
requires considerable assistance and/or supervision.
Teacher’s initials

This resource aims to help you hone your skill in receiving

reservations using competency-based approach. The module is designed
to help you learn the process of reservation using your own pace. All the
activities are designed to be highly interactive and approximate real
reservations environment and computerized reservation system of a hotel
or resort.

Objectives

At the end of this lesson, you are expected to:

1. Receive amendments or cancellation of reservations

2. Recognize and communicate the effects of the reservation changes

to the guest.

3. Update details of reservation in the computerized record.

 Process reservations changes and cancellations

General Steps Detailed steps

1. Find out the guest name

2. Bring out the reservation in  Every property may have different

the computerized system. approaches in retrieving reservation
records. You must coordinate with the
supervisor to learn about the accepted
standards of your property.

3. Ask the guest on the  If the caller changes departure date,

changes of the reservation. make sure that the desired date of
change is still available. Otherwise advise
the guest/caller of the non-availability of
rooms on that date.

4. Effect the change  Change may include the following but not
limited to:
o Arrival or departure dates
o Number of people in the room
o Room type
o Non-guaranteed to guaranteed
reservations
o Other items that deems necessary
correction by the guest.

5. Repeat the reservation

changes to the guest.

6. Provide the guest a new  Optional

confirmation number for the
changed reservation.
7. Update the reservation  Enter the changes in the computer.
record  Type your name (Reservation agent)
that effected the change.

8. Cancel reservations  Assign the cancellation number to the

caller and provide the caller the number.
 If the guest reservation is guaranteed,
remind the guest to keep the cancellation
number as proof of cancellation for future
claims.
 Ask the caller of future reservations
 Encode the cancellation number.

9. Thank the caller and invite

the caller to call your
property again.

10. File the reservation record.

Process Travel agents’ no-show and cancellation forms

1. Check if cancelled reservation is booked by a travel agent.

2. Fill out a travel agent/ cancellation form

The following details may include but not limited to:
a. Guest name
b. Original arrival date
c. Departure date
d. Confirmation number
e. Name of property
f. Reservationist name
g. Reasons why the guest cancelled the reservations

3. Provide a copy to the travel agent and file the copy for statistics and
archive purpose.
 LM-Front OfficeGrade 9

Review of Lesson 1.3

A. SEQUENCING
Direction: Arrange the proper order of the steps on how to process
reservations changes and cancellations. Write your answer on the
answer sheet.

1. Ask the guest on the changes of the reservation

2. Cancel reservation
3. File the reservation record
4. Repeat the reservation changes to the guest.
5. Effect the change
6. Find out the guest name
7. Provide the guest a new confirmation number for the
changed reservation.
8. Bring out the reservation in the computerized system.
9. Update the reservation record
10. Thank the caller and invite the caller to call your property
again.

B. CHECKLIST
Direction:Evaluate yourself by completing the self-check. After
each item, place an X in the box that best describes your accomplishment. If
a performance element was not applicable, or impossible to accomplish,
place an X in the N/A box.

LEVEL OF PERFORMANCE
DID YOU: NA NO PARTIAL FULL
Payments of the reservation is accurately
recorded or updated in accordance with property
standards.

Amendments or cancellations of reservations

are received, processed and recorded in
accordance with customer request and property
standards.

57
 LM-Front Office Grade 9

C. ROLE PLAY
Direction:
Make a short skit applying the appropriate process on
how to handle no-show or cancellation of reservations. Follow
the general steps in doing the task. Scoring rubrics below will be
guide for your assessment.

Rubrics

Students accurately followed all the steps in

15 processing cancellation of reservations

Students followed few steps in processing

10 cancellation of reservations

Students need further guidance in applying proper

5 cancellation and reservations.

D. ACTUAL DEMONSTRATION

Directions: OVERALL EVALUATION

Level
Ask the teacher Achieved PERFORMANCE LEVELS
to assess your
performance in 4 - Can perform this skill without
the following supervision and with initiative and
critical task and adaptability to problem situations.
performance 2 - Can perform this skill satisfactorily
criteria below without assistance or supervision.
3 - Can perform this skill satisfactorily
but requires some assistance and/or
supervision.
1 - Can perform parts of this skill
satisfactorily, but requires considerable
assistance and/or supervision.

Teacher initials

58
 PERFORMANCE CRITERIA
Yes No N/A
1. Payments of the reservation is accurately recorded
or updated in accordance with property standards?

2. Amendments or cancellations of reservations are

received, processed and recorded in accordance
with customer request and property standards?

Lesson 1.3 Organize Guest Departure

Objectives

At the end of this lesson, you are expected to:

1. review and check departure lists for accuracy

2. generate and process guest account for accuracy
3. seek information in a timely manner to facilitate the
preparation of account.
4. explain and process guest accounts clearly, courteously
and accurately to the guest
5. recover and process keys/electronic cards from guests
6. Process express checkout

Maintain guest information directory

 General Steps Detailed steps

1. Be familiar with guest  Know how the guest information

information directory of your directory is organized. Use labels and
property tabs to easily browse through the
directory
 Know how to attain the information in
a computerized system set-up.
2. Update and complete the  Collect information about latest
directory events, happenings and place
of visits.

 Input all these items in the directory

 Update contact numbers of

restaurants and tourism
attraction from time to time.

 The directory should include the

following:
o Special events
o Restaurants
o Art and cultural attractions
o Theaters
o Nightclubs
o Malls
o Lounge
o Recreation and hobby
activities/ sports facilities
o Transportation
o Medical services
o Personal services
o Church
o Hospitals

 Make sure that the directory includes

the following information:
o Name and location
o Directions of the property
o Telephone number
o Hours of operation
o Type of establishment
o Dress code
o If reservations are needed
o Name of owner
Guest Departure or Checkout Procedure
The stage of the guest departure process involves:
1. Guest requests check out
2. Desk clerk inquires about the guest’s hotel stay experience
“How was your stay Mr. Smith?”
4. Checking for safe deposit box in room
5. Posting outstanding charges
6. Verifying account information
7. Asking about additional charges
“Do you have any last minute consumption from the mini bar?”
8. Giving the folio to the guest
“Kindly double check your bill and affix your signature if everything is
correct.”
9. Asking method of payment
“How would you like to settle your account Mr. Smith, through credit
card or cash?”
10. Processing the account payment
11. Securing the room key
12. Updating the room status
13. Desk clerk inquires about additional reservation
“Should you decide to have additional reservations in the future?”
14. Bid the guest farewell
“Thank you Mr. Smith. See you again on your next visit.”
15. Report to the shift supervisor any negative comments from the
guest concerning his or her stay.
16. Process future reservation or alert the reservation clerk to these requests.
17. Desk clerk files folio related documents for night audit
18. Desk clerk communicates guest departure to housekeeping and
other departments in hotel if necessary.
 Review of Lesson 1.3

A. SEQUENCING
Direction: Arrange the following procedures on organizing guest
departure. Write the corresponding number on your answer sheet.

1. Securing the room key

2. Desk clerk files folio related documents for night audit
3. Bid the guest farewell
4. Desk clerk communicates guest departure to housekeeping
and other departments in hotel if necessary.
5. Checking for safe deposit box in room safe keys
6. Process future reservation or alert the reservation clerk to
these requests.
7. Verifying account information
8. Guest request check out
9. Posting outstanding charges
10. Desk clerk inquires about additional reservation

B. CHECKLIST
Direction: Evaluate yourself by completing the
self-check. After each item, place an X in the box that best
describes your accomplishment. If a performance element was
not applicable, or impossible to accomplish, place an X in the
N/A box.

DID YOU: LEVEL OF

PERFORMANCE
NA NO PARTI FUL
AL L
Addressed all guest requests during in-stay
according to property standards
Maintain information directory of guest
Responded promptly to inquiries to guests’
satisfaction
Follow the standards guest checkout procedures
 C. ACTUAL DEMONSTRATION

Directions: OVER ALL EVALUATION

Level
Ask the Achieved PERFORMANCE LEVELS
teacher to
4 - Can perform this skill without supervision and
assess your
with initiative and adaptability to problem situations.
performance in
the following 3 - Can perform this skill satisfactorily without
critical task assistance or supervision.
and 2 - Can perform this skill satisfactorily but requires
performance some assistance and/or supervision.
criteria below 1 - Can perform parts of this skill satisfactorily, but
requires considerable assistance and/or
supervision.
Instructor will initial level achieved.
Post – Test 2

B. MULTPLE CHOICE
Direction: Read the statement carefully and write the letter of
your choice in your answer sheet.

1. Upon checking for availability, Front office staff may include

the following except:
a. Arrival date c. Work background
b. No. of nights d. Rate code

2. Which of the following is the most courteous way of advising the

guest that a package is no longer available?
a. Mr. Smith, the package is no longer available
b. Mr. Smith, you can check other available packages
c. I’m sorry Mr. Smith, but the package you want to avail is
not valid anymore.
d. I’m sorry Mr. Smith, but there is no such package here.

3. If the caller does not want to guarantee a reservation, what will

you say?
a. Explain your property’s policy on billing
b. Explain property’s policy on non guaranteed reservation
c. Tell caller on property’s check in and checkout policies
d. Let the caller hang up first

4. As a front office staff, we do the following preparations upon the

arrival of guests except:
a. Keep your work station clean and tidy
b. File as you work
c. Maintain a par stock of supplies
d. Organize guest’s departure

5. A term used to refer a procedure utilized by a hotel upon the arrival

of a guest to confirm his/her stay at the hotel.
a. Reservation c. Arrival
b. Registration d. Departure
6. During the registration, what should you do first as the guest arrived?
a. Determine if guest has reservation
b. Provide personal greetings
c. Confirm reservation information
d. Use up selling tactics

7. Why do you have to follow through on special requests of the guests if

any?
a. To ensure total satisfaction of the guest during his stay
b. To encourage him to stay for a while
c. To show him your courtesy
d. To show that customers are always right

8. Why is it important to update the guest information directory?

a. The guests will be informed of the latest events,
happenings and place of visits
b. The guests will praise your good work
c. The management will be satisfied with your work performance
d. You, personally, will be updated of the latest
happenings, events and place of visits

9. A guest information directory should include the following except:

a. Information of name and location
b. Telephone no. and hours of operation of an establishment
c. Directions of the property, type of establishment and dress code
d. All of the above statements are correct.

10. During the guest check out, you should do the following except:
a. Inquire about additional reservation
b. Bid the guest farewell
c. Process future reservation or alert the reservation clerk to
these requests.
d. All of the above statements are correct.

11. When does desk clerk files folio related documents for night audit?
a. Guest reservation c. Departure
b. Arrival d. Future reservation
12. When does front office staff checks for availability using
reservation system
a. Guest reservation c. Departure
b. Arrival d. Future reservation

13. When does front office staff confirm reservation information

and provide general hotel information
a. Reservation c. Arrival
b. Registration d. Departure

14. When does desk clerk communicates guest departure to

housekeeping and other departments in hotel if necessary
a. Registration c. During stay
b. Arrival d. Departure

15. What is the best way to offer a personalized service to the guest?
a. Consistently address the guest by his name upon
every conversation.
b. Provide guest with accurate hotel information
c. Answer all guest inquiry
d. Either b or c

16. Front desk office enters system password when:

a. Accessing reservation system information
b. Familiarizing reservation system information
c. Using reservation system information
d. All of the above

17. This resource aim to help you hone your skill in receiving
reservation using competency based approach
a. Access directory system information
b. Access inventory system information
c. Access reservation system information
d. Access marketing system information
 18. The following details of the directory should be coordinated with
the guest except:
a. Name and location
b. Dress code
c. Type of establishment
d. Family background of staff

19. It means that the room is reserved but not in use or the reservation
has been cancelled.
a. Double occupancy
b. No show
c. Walk-in
d. Blocked room

20. What do you call do a guest who arrived at the hotel before
the designated time?
a. Walk-in
b. Preregistration
c. Early arrival
d. Late arrival

How much have you learned from this quarter?

A lot! Not that much I’m not sure None at all

(Please mark one)
 Let’s See What You Know

Pre-Test 3

A. MULTPLE CHOICE
Directions. Read the statement carefully and write the
letter of your choice in your answer sheet.

1. Which of the following is a primary front office concern during the

occupancy stage of the guest cycle?

a. security
b. account settlement
c. room assignment
d. maintaining the guest history record

2. Sylvia Pennypincher checks into room 207 for a one-night stay. Early the
next morning, Pennypincher leaves the hotel without paying her bill. When
checking the 4 P.M. housekeeping report, the front desk finds room 207
listed as vacant and ready for sale and realizes that the guest was a:

a. due out.
b. sleeper.
c. skipper.
d. sleep out.

3. Which of the following front office forms typically contains personal guest
data, the length of stay, and the method of settlement?

a. room rack slip

b. registration card
c. information rack slip
d. credit card voucher

4. Which is a function of conducting night audit?

a. balance all front office accounts
b. monitor guest credit limit
c. resolve room status and rate discrepancies
d. all of the above
5. If a guestroom’s status is blocked, which of the following is true?
a. The guestroom has been set aside for use by a group and may
be reserved only by a member of that group.
b. The guestroom has been reserved by a member of a group that has
a contract with the hotel for a number of rooms.
c. The guestroom is among a number of rooms that cannot be
reserved or assigned until all other rooms outside the block are
sold.
d. The guestroom is an out-of-order room.

6. The report that indicates which rooms are occupied and which guests
are expected to check out the following day is called the:
a. registration record
b. occupancy report
c. housekeeping status report
d. room status discrepancy report

7. To avoid room status discrepancies, the housekeeping status report

should be compared with the report
a. housekeeping
b. occupancy
c. room status discrepancy
d. Registration

8. Who is the most important person in the hospitality business?

a. security
b. bellman
c. front desk officer
d. guest

9. Janet, the new front office manager at the Crystal Center Hotel, needed
an overview of the recurring problems, issues, and activities at the front
desk in relation to guest services. The general manager suggested that
part of her orientation should be to carefully review the front desk’s:
a. reader board.
b. information directory.
c. transaction file.
d. arrival list.

10. A hotel’s practice of extending credit to guests by agreeing to bill

the guest or the guest’s company for charges is called:
a. direct billing
b. account billing
c. transfer settlement
d. pre-authorized settlement
B. WORD PUZZLE
Direction: Be able to find and mark 10 key terms about Front
Desk Services in this lesson then list down your answers on the
spaces provided below.

D F A W Y D C J A K

C L U B S E F H C F

O H D R D K A C C O

M D I E W C D E O L

P F T C G H Y H U I

L E O O U K A D N O

A W R R E P O R T S

I D F D S H D F S H

N I G H T A U D I T

T D B I L L I N G S
 Quarter III – Lesson 1 CONDUCT
NIGHT AUDIT

This resource aims to help you hone your skill in receiving reservations
using competency-based approach. The module is designed to help you
learn the process of reservation using your own pace.

All the activities are designed to be highly interactive in conducting

night audit and performing internal financial transactions.

Lesson 1.1
Monitor Financial Transactions

Objectives

At the end of this lesson, you are expected to do the following:

1. determine the Night Audit process

2. check transactions to ensure that they have been
carried out in accordance with establishment procedures
3. identify and resolve financial and system
discrepancies according to the level of responsibility
4. monitor system and provide feedback
 Night Audit Process

The major functions of the night audit is to:

a) Verify posted entries to guest and non-guest accounts

b) Balance all front office accounts
c) Resolve room status and rate discrepancies
d) Monitor guest credit limits
e) Produce operational and managerial reports

Role of the night audit:

1. The night audit requires attention to accounting detail, procedural controls,

and guest credit restrictions. In this sense, the night auditor shall track
room revenues, occupancy percentages, and other standard operating
statistics. He/she shall, also, prepare a daily summary of cash, check, and
credit card activities that occurred in the front office department on a daily
basis.
2. In night auditing, end of the business day is a vital time for the auditor. As
far as the closing of business day is concerned, management shall
determine the end of day, which is the time after which the night audit can
prepare his/her daily Reports. This end of day is usually the time where
the majority of outlets close or no more have frequent activity.
3. The night auditor shall always compare the data conveyed in different
folios against points of sales outlets daily reports, housekeeping room
status report. This is called cross-referencing, and is a vital procedure in
the internal control.
4. After comparing, the night auditor should come up with the guest, non-
guest, and departmental accounts. This total should match the daily POS
totals (i.e. in balance). If not, then the auditor is said to be out-of-balance,
and the night auditor shall substantially review all account statements,
vouchers, support documents, and departmental source of documentation
in order to bring the audit to balance.
5. The night audit shall compare all credit limits of guests and non-guests
accounts with credit card floor limits, hotel's house limit, guest's status and
reputation. If high balance accounts (i.e. balances for which the guest or
non-guest limits are very near to an established limit) are detected, the
night auditor shall note and report this to management the following day.
6. Under the manual, a daily transcript and a supplementary transcript are
used to track daily transactions of guest and non-guest accounts
respectively. Hotels operating under semi-automated systems use D-
Cards for the same purpose.

The night audit process focuses on two areas:

1. Discovery and correction of front office accounting errors ensured through

the cross-referencing process.
2. Creation of accounting and managerial reports including audit balance,
average rate, occupancy percentage, usage of package plans and other
marketing programs, and the number of group rooms and complementary
rooms occupied.

The role or job description of a night auditor would be likened to this answer:

 Tracks room revenues, occupancy percentages, and other standard hotel

operating statistics.

 Preapares a daily summary of cash, check, credit card, debit card, gift
certificate, and other activities that occured at the front desk.

 Summarizes and reports the results of operations to front office

management.
 The following steps are common to the sequence of a night audit:

1. Complete outstanding postings

The auditor verifies that all voucher posting for revenue center
transactions have been completed. The night auditor may also need to record
the not posted front office transactions.

2. Reconcile the room status discrepancies

The night auditor is responsible for ensuring that discrepancies between
the daily housekeeper’s report and the front office room status system are
reconciled before the end of the day.

3. Balance all departments

The posting s to guest and non-guest accounts must equal the amount
charged at revenue outlets for the front office accounting system to be
considered in balance.

Departmental Balancing Sequence

3.1 Sort the voucher according to their departments

3.2 Consider each department’s voucher

a.) Separate the correction voucher according to the departments
they are to be applied.
b.) Total the correction for each department

3.3 After verifying each of the correction with the departments affected,
total the correction voucher on an adding machine. The corrections
tape must coincide with the correction figures on the shift report.

3.4 Consider the voucher again

a.) Run adding machine tapes on the rest of the voucher
b.) While running tapes on the voucher, check the written figure at
the bottom of the voucher against the printed figure on the
department detail report, as well as against the validated figure of the
hotel uses a validating printer.

3.5 The vouchers should agree with the correcting figure of the
departments. If the tapes do not agree with either figure, check to
find the error before proceeding.
a.) Check to see that the date on the voucher is the current day’s
date.
b.) Check off each individual posting against
the voucher until the error is found.