MANILA MONTESSORI COLLEGE INTERNATIONAL

A.B Fernandez Avenue, Corner Rizal Street, Dagupan City

E-mail Address: mmcidagupan@gmail.com
Tel. (075) 529-2079

INSTITUTIONAL ASSESSMENT TOOL IN

FRONT OFFICE
SERVICES II

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

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 EVIDENCE PLAN

COMPETENCY Front Office Services NC II

STANDARD

UNIT OF COMPETENCY ` Operate computerized reservation system

PracticalDemonstration/
Ways in which evidence will be collected:

Oral Questioning
[check the column]

Written
The evidence must show that the trainees …

accuses and accurately interpretes accurately reservation system / / /

interpreted

Uses all system features to access a range of information / / /

Checkes Availability of the required booking in accordance with the system / / /
functions and requirements
Encodes New reservation using the format required by the computer / / /
system
Retrieves bookings as required, using the format required by the computer / /
system
makes and stores updates and amendments to reservation in the system / /
downloads and prints any required reservation detail / /
Creates Internal communincation using the required features of the system / / /
accesses and interprets correctly Communication from industry / / /
colleagues at the appropriate time

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

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 WRITTEN EXAMINATION

FRONT OFFICE SERVICES NC II

Name: ___________________________ Date: _______________

WRITTEN TEST
A.Mutilple Choice
Direction:Select the best answer of each number

1.It is a computerized system that stores and distributes information of a hotel, resort,
or other lodging facilities.
a). Computerized Reservation System
b). Hotel Reservation System
c).Global distribution system
d). None of the above

2. It is tool to reach the global distribution system as well as internet distribution

systems from one single system.
a). Computerized Reservation System
b). Hotel Reservation System
c).Global distribution system
d). None of the above

3.Naturally one of the most common sources of booking and reservations are those
made by domestic and international customers
a). Agents
b). Service providers
c). Direct customer
d). It technician

4. Full flight details including departure times, flight times, aircraft configuration,
aircraft type
a). Costs
b). Airfares
c). Airport taxes
d). Airport assistant

5.Describing the ‘side’ trips, cruises , transfer , meals, upgrades, visits and experiences
that a tour includes in the price
a). Vehicle Details

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

Page3|9
b). Touring Inclusions
c).Product information
d) Tour guide

6). Insures that the hotel will hold a room for the guest until a specific time following the guest ‘s
schedule arrival date

a).Guaranteed Reservation
b).Non-guaranteed Reservation
c). Reservation Inquiry
d). Advanced-Reservation

7).This very network is referred to as the hotel chain’s reservation system

a)Inter sell Agencies

b)Affiliate Reservation network
c) Non-Affliate Reservation network
d)5g network

8). Special types of central reservation offices contracting to handle reservation for more than one
Product line

a)Inter sell Agencies

b)Affiliate Reservation network
c) Non-Affliate Reservation network
d)5g network

9). Network is composed of a central reservation office, potential guests, and member independent
hotels.

a)Inter sell Agencies

b)Affiliate Reservation network
c) Non-Affliate Reservation network
d)5g network

Identification
Direction: Define the following below.

1). Differentiate Individual Reservation to Group Reservation.

2). It is a standard three-ring , loose-leaf binders with a tally Page assigned to each day of the year
3). What system control room availability data and automatically generate many reservation-related
reports in an accurate manner?
4). What reservation department shall prepare for which depicts the various personal and financial data
of guests, for each reservation transaction?
5). These numbers shall have statistical meaning , which might help the hotel in maintaining an efficient
historical database

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

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 RATING SHEET FOR DEMONSTRATION

Trainee’s Name:
Trainer’s Name: ALAIN E. MATA
Qualification: FRONT OFFICE SERVICES
Unit of competency: Operate computerized Reservation
Date of assessment:
Time of assessment:
Instructions for demonstration
Perform a computer reservation system.

Materials, Tools, Equipment/Testing Devices and PPE

Personal Computer or Laptop, Telephone

OBSERVATION  to show if evidence is demonstrated

During the demonstration of skills, did the trainee.. Yes No N/A

Accessed all system features

Encoded new reservation by PMS

Updated the amendments form
Printed reservations details
Sent and received reservation communications
Communicated with colleagues
Checked availability of the required booking
Operated computerize reservation

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

Page5|9
 QUESTIONS TO PROBE THE TRAINEE’S SATISFACTORY
UNDERPINNING KNOWLEDGE RESPONSE

The trainee should answer the following questions: Yes No

Extension/Reflection Questions
1. What is reservation?
 

Safety Questions

2. What is the difference between hardware and software?  

Contingency questions
3. Which is the best way when you answer the telephone in the office?
 

Infrequent Events
4.What will you do if the operating system is corrupted?
 

Rules and Regulations

5. Gives at least 3 check for availability.  

The trainee’s underpinning knowledge was:

Satisfactory  Not Satisfactory 

Feedback to trainee:

The trainee’s overall performance was:

Satisfactory  Not Satisfactory 

Trainee’s signature: Date:

Trainer’s signature: Date:

ACCEPTABLE ANSWERS

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

Page6|9
 1. An arrangement whereby something , especially a seat a room , is booked or reserved for a
particular person.

2. Hardware refers to the physical and visible components of the system while Software refers
to a instructions which enable the hardware to perform a specific set of tasks.

3. Say Hello/Goodmorning (Name of the Hotel) Front office department, Mary speaking

4. To make sure , you can first to do is install anti-virus. Also, The computer is powerful
processor to help your computer work fast.
Call the IT technician if you can’t handle that situation .

5.Arrival date , Number of nights , Number of adults

Trainer’s signature: Date:

RECORDING SHEET FOR ORAL QUESTIONING

Trainee’s name:

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

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Unit of competency: Operated Computerized Reservation

Qualification: Front Office

Satisfactory response
Oral/Interview Questions
Yes No

1.What is Reservation?  

2.What is the difference between hardware and software

 

3. Which is the best way when you answer the telephone in the
office?  

4. What will you do if the operating system is corrupted?

 

 
5. Gives at least 3 check for availability.

The trainee’s overall performance was:

Satisfactory  Not Satisfactory 

Trainee’s Signature Date

Trainer’s signature: Date:

Acceptable Answers are:

1. An arrangement whereby something , especially a seat a room , is booked or reserved for a
particular person.

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

Page8|9
 2. Hardware refers to the physical and visible components of the system while Software refers to
a instructions which enable the hardware to perform a specific set of tasks.

3.Say “Hello/Goodmorning , (Name of the Hotel) Front office department, Mary speaking”.

4. To make sure , you can first to do is install anti-virus. Also, The computer is powerful
processor to help your computer work fast.
Call the IT technician if you can’t handle that situation .

5.Arrival date , Number of nights , Number of adults

Trainer’s signature: Date:

Developed by: Date Developed:

Alain E. Mata
April16, 2019
Instructor

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