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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 COMPETENCY STANDARD Front Office Services NC II

UNIT OF COMPETENCY ` Provide Accommodation reception Services

PracticalDemonstration/
Ways in which evidence will be collected:

Oral Questioning
[check the column]

Written
The evidence must show that the trainee…

prepares reception area for service and all necessary equipment are / / /
checked prior to use
Checks and reviews daily arrival details prior to guests arrival / / /
Allocates rooms in accordance with guest requirements and establishment / / /
policy
Follows up uncertain arrivals or reservations in accordance with / / /
establishment procedures
compiles and distributes accurate arrival lists to relevant / / /
personnel/department
informs colleagues and other departments of special situations or requests / / /
in a timely manner

welcomes Guests warmly and courteously / / /

Confirms reservation details with guests / / /
Registers Guests with without reservation according to establishment / /
systems and procedures
Follows correct accounting procedures followed in accordance with / / /
property standards
Issues Room key/electronic cards, guest mail and messages to guests / / /
accesses and interprets accurately reservation based on property / /
standards
Uses all system features to access a range of information / /
addresses all guest requests during in stay according to property standards / / /
Responds promptly all inquiries to guest satisfaction / / /
Reviews and checks departure lists for accuracy / /
Acts guest requests for assistance with departure upon courteously or / /
referred to the appropriate department for follow up
prepares and updates Front office records within designated timelines / /
Follows correctly room changes, no shows, extensions and early/late / / /
departures correctly
EVIDENCE PLAN

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. Identification
Direction: Define the following question below

1). Give 5 Front Office Equipment

2). This is an alphabetical listing of all expected guests who have a reservation for that day.
3). Give 3 some special request of the Guest.
4).This helps Housekeeping schedule the order or sequence in which rooms are serviced. Their
aim will be to get rooms ready for guests by the time the guest is expected.
5). This indicates the value of the guest. If service to a room has to be prioritized, it is
commonly the higher rack rate rooms that get serviced first. This indicates the rate category of
room the guest has requested.
6).What is the proper type of greeting the guest receives must always be?
7). what details should of the reservation is confirmed?
8). A guest who walks in through the door seeking accommodation for the night without
having made a reservation.
9). What documents used in exchange for services provided by the establishment
10). Give the two types of key
11). Give 3 changes or amendments to be record.
12). This is an alphabetical listing of guests arriving on a specific day.
13). This indicates total room revenue in one day divided by the number of rooms occupied
(paid and complimentary) to establish the average room rate.
14). This is list of guests who have made a booking but did not show on the day.
15). This is a list of all occupied rooms- starting from the lowest number to the highest ,
followed by a guest name.

Enumeration
Direction: Enumerate the following

1.Give 5 selling techniques to sell service.

2. Give 5 duties of a porter

True or False

State TRUE if the statement is correct and FALSE if the statement is wrong.

1.Guest can wish to stay longer at the hotel.

2. Check availability if the guests wish to extend his stay.
3.Guest doesn’t have to pay room charged if the extend their stay at the hotel
4.Give the guest your attention and show genuine interest in their questions.

Developed by: Date Developed:

ALAIN E. MATA
April16, 2019
Instructor

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5. Keep the guest waiting while you try to find the answer of their queries or question

RATING SHEET FOR DEMONSTRATION

Trainee’s Name:
Trainer’s Name: ALAIN E. MATA
Qualification: FRONT OFFICE SERVICES NC II
Unit of competency: Provide accommodation reception services
Date of assessment:
Time of assessment:
Instructions for demonstration
Perform the steps/procedures to Guest Arrival

Materials, Tools, Equipment/Testing Devices and PPE

1). Computer and printer , Fax machine , Photocopier , Register /Terminal , Key card machine , registration
form

OBSERVATION  to show if evidence is demonstrated

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

Welcomed the guest

Confirmed reservation details

Registered guest
Corrected accounting procedures
Issued room keys
Reviewed departure list
Prepared Registration form
Checked amendments
Thanked the guest

SATISFACTORY

Developed by: Date Developed:

ALAIN E. MATA
April16, 2019
Instructor

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 QUESTIONS TO PROBE THE TRAINEE’S
UNDERPINNING KNOWLEDGE RESPONSE

The trainee should answer the following questions: Yes No

Extension/Reflection Questions
1.What is reception area?
 

Safety Questions

2.What will you do first to say when the guest’s arrival in reception area?  

Contingency questions
3. Do you required the guest to sign a signature in the form? Why?
 

Infrequent Events
4.What will you do if the guest has no show after the reservation?
 

Rules and Regulations

5. Give at least 5 types of greeting the guest receive  

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

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 1. The Reception area is section of your office space that is used to greet all visitors and to
provide a waiting area for them.

2. Greet and Welcome the guest with smiles

3.Yes, because of security or safety of the hotel and other guests

4.You can update him/her through call and message for verification before the arrival , so if he/she
is not arrived or response , you can reserve the room into other guest.

5.Professional, Personable ,Welcoming, Sincere, Friendly, Polite

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 System

Qualification: Front Office Services NC II

Satisfactory response
Oral/Interview Questions
Yes No
1.What is reception area?
 

2. What will you do first to say when the guest’s arrival in reception
area?  

3. Do you require the guest to sign a signature in the form? Why?  

4. What will you do if the guest has no show after the reservation?
 

5. Give at least 5 types of greeting the guest recieve

 

The trainee’s overall performance was:

Satisfactory  Not Satisfactory 

Trainee’s Signature Date

Trainer’s signature: Date:

Acceptable Answers are:

1.The Reception area is section of your office space that is used to greet all visitors
and to provide a waiting area for them.

2. Greet and Welcome the guest with smiles

Developed by: Date Developed:

ALAIN E. MATA
April16, 2019
Instructor

Page7|8
 3.Yes, because of security or safety of the hotel and other guests

4. You can update him/her through call and message for verification before the
arrival, so if he/she is not arrived or response, you can reserve the room into other
guest.

5.Professional, Personable ,Welcoming, Sincere, Friendly, Polite

Trainer’s signature: Date:

Developed by: Date Developed:

ALAIN E. MATA
April16, 2019
Instructor

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