10

Technology and
Livelihood Education
Front Office Services
Specialization Course
Quarter 1 – Module 5:Access
and Manipulate Reservation
System Information
Technology and Livelihood Education– Grade 9
Alternative Delivery Mode
Quarter 1 – Module 5: Access and Manipulate Reservation System Information
First Edition, 2020

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 10
Technology and
Livelihood Education
Household Services
Specialization Course
Quarter 1 – Module 5:
Access and Manipulate
Reservation System
Information
Introductory Message
For the facilitator:

Welcome to the Front Office Services 9 Alternative Delivery Mode (ADM) Module
onAccessing and Manipulating Reservation System Information!

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.
For the learner:

Welcome to the Household Services 10 Alternative Delivery Mode (ADM) Module on

Personal Entrepreneurial Competencies - PECS (PC)!

The hand is one of the most symbolized part of the human body. It is often used to
depict skill, action and purpose. Through our hands we may learn, create and
accomplish. Hence, the hand in this learning resource signifies that you as a
learner is capable and empowered to successfully achieve the relevant
competencies and skills at your own pace and time. Your academic success lies in
your own hands!

This module was designed to provide you with fun and meaningful opportunities
for guided and independent learning at your own pace and time. You will be
enabled to process the contents of the learning resource while being an active
learner.

This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

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.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of

the lesson. This aims to help you discover
and understand new concepts and skills.

What’s More This comprises activities for independent

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.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled in to
process what you learned from the lesson.
 What I Can Do This section provides an activity which will
help you transfer your new knowledge or
skill into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of
the lesson learned. This also tends retention
of learned concepts.

Answer Key This contains answers to all activities in the

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!
 What I Need to Know

This module was designed and written with you in mind. It is here to help you
master the nature of Household Services. The scope of this module permits it to be
used in many different learning situations. The language used recognizes the
diverse vocabulary level of students. The lessons are arranged to follow the
standard sequence of the course. But the order in which you read them can be
changed to correspond with the textbook you are now using.

The module is composed of a lesson namely:

 Lesson 1 –Computerized Reservation System and Reservation System
Information

After going through this module, you are expected to:

1. access and interpret reservation system accurately; and
2. use all system features to access a range of information

Now that you have an idea about the enabling knowledge and skill that you
will develop and master, take the first challenge in this module – the pre-
assessment.
 What I Know

Are you ready?

This activity will test if you have the idea already about the lesson! Read the
instruction and the activity itself, carefully

Direction: Read the following statements carefully. Determine the answer for each
by choosing on the options given. Encircle the letter of your answer.

1. This reservation system mainly uses computer and internet. It displays a

reservation screen to input guest’s information and requests.
a. Computerized Reservation System c. Non-automated system
b. Manual Reservation System d. Semi-automated system
2. Which among the following is not an advantage of a Computerized
Reservation System?
a. Up to date “real” time information c. Greater reporting ability
b. Less staff required d. Cheaper
3. It contains the important information about the people and companies
you do business with.
a. Name of the arriving guest c. Profiles
b. Contact details d. Arrival date/time
4. This computer management software enables the front office staff to
access, edit, and encode the details of reservation of the arriving guest.
a. Room Reservation Menu c. Night Audit Menu
b. Housekeeping Menu d. Restaurant Menu
5. This reservation information refers to type, number, and rate of the
room the guest prefer.
a. Number of pax c. Remarks/Special Requests
b. Type of accommodation d. Contact information
6. This reservation information refers to how the guest will settle his
financial responsibilities to the hotel. It can be made through cash,
check, voucher, credit card, etc.
a. Special Requests c. Status
b. Manner of payment d. Letter of Authorization
7. This PMS contains data on the Point of Sales (POS), the various accounts,
trial audit report and other related data.
a. Room Reservation Menu c. Night Audit Menu
b. Housekeeping Menu d. Restaurant Menu
8. El Godofredo Hotel uses a computerized reservation system, while La
Carmela hotel uses a manual system. The job of 5 or more La Carmela
Hotel’s front office staffs can be done by just a single El Godofredo
Hotel’s front office staff in one computer such as keeping documents,
printing, finding specific documents and etc. What advantage of
computerized reservation was portrayed in the scenario?
a. Up to date “real” time information c. Greater reporting ability
 b. Less staff required d. Cheaper
9. Which profile type is accessed to see details and specifications about
group affiliations in the hotel such as weddings, business meetings,
etc.?
a. Source profile c. Individual profile
b. Team profile d. Group profile
10. It stores accounts or information about the professionals who book a
reservation for their clients.
a. Profile type c. Travel agent profile
b. Contact profile d. Individual profile

Lesson COMPUTERIZED RESERVATION

 1
SYSTEM AND RESERVATION
SYSTEM INFORMATION
Most hotels nowadays are upgrading and updating their equipment
especially in the line of technology. Though computers might be really expensive,
acquiring such technology is a great advantage for a more convenient and faster
front office operation. The marriage of technology and communication has changed
so much the business climate. Hotels have developed a new way of accepting
reservation.

What’s In

Reservation is one of the most important procedures in the front office as it is done
during pre-arrival. In this stage, the hotel must already satisfy the would-be-guest
with the accommodation practices they offer. In the previous lessons, you’ve
learned about reservation and how they are important in the hotel undertakings. In
this lesson, you will learn about reservation but in a different context—with the use
of computer. Which among the Manual Reservation and Computerized Reservation
System is more productive and efficient to use, for you? What are the information
required for reservation in the Computerized System? Are those as same as the
information required in the Manual Reservation System? Well, you’ll realize those
things along the way.

Notes to the Teacher

 This lesson will aid the learners in acquiring knowledge about
computerized reservation, various computer management
software, and the required information. You may guide them in
using this and help them understand some concepts that may
confuse them.

What’s New
MOTIVATIONAL/ OPENING QUESTIONS

Read the questions carefully and answer with your own idea and experience. Write
your answer on the space provided or you may use a separate paper if you like to
have more space for your answers.

1. Have you had or do you have a computer in your home or have you experienced
to use a computer? Did it make your work easier or more difficult to handle?

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

2. Aside from the fact that you know that computers are used in gaming, learning,
and communicating, could it be used as well in hotel industries? Support your
answer.
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

3. Are there advantages of using computer in Front Office Department operations? If

yes, what do you think are those?
___________________________________________________________________
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 What is It

Computerized Reservation System vs. Manual Reservation

System
 Manual Reservation System
It uses manual charts, calendars, booking sheets, diary, forecast board, or room rack
and used by smaller establishments.

 Computerized Reservation System

It displays a reservation screen to input guest’s information and requests. It is used to
store and retrieves information and carry out transactions related to the information on
hotel booking. It enables you to administrate rates and availabilities comfortably and
easily as well as evolution of all incoming booking. This reservation system mainly
uses computer and internet.

Table 1. Advantages of Computerized and Manual Reservation System

The two systems have a lot of differences. It is evident in their advantages:

Computerized Reservation Manual Reservation

Up to date “real” time Cheap
information
Greater reporting ability
Less staff required
There are still a lot of advantages between the two and it is for you to find out along
navigating this learning material. From the stated advantages above, you can now
draw or derive disadvantages of the two reservation systems. What do you think are
those?

Different Computer Management Software

Medium or large hotels that deal with large volume of transactions daily with
certainly find the manual method of capturing data, recording and distribution of
information to be very laborious and time consuming. Thus, a computer system,
like the so called Property Management System (PMS) is employed. This system
captures, encodes and stores data pertaining to Front Office and Accounting
transactions and creates a data base which is used as reference for marketing and
day to day transactions.
The database created by the computer system in the Front Office is organized into
various menus or platforms, to include:
o Room Reservations Menu - which contains data on the details of
reservation for all guest, their names, number of room nights, mode of
payment, type of reservation, arrival and departure, advance deposits or
payments, etc. it also contains data on group booking, room forecast,
reservations report, and travel agency commission.
o Registration Menu – contains guest list and details of their registration. It
also has data on Guest Folio (consumption and charges, balance) This menu
prints the registration card, makes front desk reports, do the room blocking
and updates the room status. It also has s guest message center.
o Night Audit menu contains data on the Point of Sales (POS), the various
accounts, trial audit report and other related data.
o Housekeeping Menu – incorporates data on the room status that is
consistently updated every after room check; Guest Information based on
registration record, room blockings and various housekeeping reports. Like
other menus, it also has a guest message center.
o Uniform Services Menu – The software has the option to create in this
menu a data base that serve as guest locator and guest message center.

Information required in the Computerized Reservation

Information required in the computerized reservation are basically the same
as those needed in the Manual Reservation. Both the systems deal with reservation
or pre-registration procedure which require the same information such as personal
information, contact details, billing arrangements, travel details, arrival and
departure time and date, room specifications and special requests, and more which
are discussed already in the previous modules. In this part, those information will
be discussed again shortly with additional information that are not yet mentioned
in the previous modules.
1. Arrival Date/Time
Format used by the hotel (10/5/97 or 5 October 1997) 7:00PM. The
arrival information will give the hotel an idea on the date and time the guest
will be arriving, thus, giving them enough time to prepare the room and
other special requests.
2. Departure Date/Time
Same as above, the departure information will give the hotel an idea
on the date and time the guest is leaving, thus, pertinent papers (guest folio,
chits, etc.)are prepared ahead of time to facilitate immediate and smooth
flow of guest check-out.
3. Name of Guest
Check the exact spelling, first and last name, and so with the title if
there is any (Dr., Atty., Rev., etc.)
4. Type of Accommodation
Record the type of room required and rate agreed upon between the
hotel and the guest. Clarify also how many rooms will be reserved.
5. Number of Persons
Indicate the number of pax (persons) staying in
the hotel to make clear the number of rooms required.
6. Company Name
It is very important to know the company or establishment of the
person, so that if problems arise it will be very easy for the hotel to get in
touch with him. It will also be very easy for hotel to check if accounts of the
guest will be charged to the company.
7. Address/Fax or Tel. No.
For further clarifications and confirmations, a contact number will be
very helpful.
8. Manner of Payment
The reservation clerk will be readily informed how the guest will pay
his bill. In case it will be charged to the company, the guest will be informed
ahead of time regarding the policy of the hotel regarding accounts like these,
and the requirements if there are any.
Note: When encoding the expiry date of the credit card, just write the
month in number format, then put slash and the last two digits of the year.
Example: November 2011- Expiry date: 11/11
9. Status
The status of the reservation should also be listed: Guaranteed means
whether the arrives or not, the hotel holds the room for the guest until
check-out time 6:00 PM (release)reservation indicates that if the guest
arrives after 6:00 PM, hotel has the option to give the room to another guest.
This agreement should be properly spelled out in the taking of the
reservation so that both parties will be aware of their obligations and
responsibilities.
10. Remarks /Special Request
Some guests would like to give instructions before their arrival.
Request like an additional before their arrival. Request like an additional bed,
a crib for a child, or an extra bedding are some examples of what guests
need. Optional requests may be desired by the guest when making
reservations. They may include a preferred location (ocean-view, poolside
location, near the elevator, or on a specific floor).
11. Booked By/Initial
The hotel personnel taking the reservation playa very important role
in making the guest stay a success. It will also allow the hotel to know who
is in charged with the particular responsibility in case problems arise.
12. Profile Types
When making a reservation, you must first identify the different
profile types. Profile types or account profile contains the important
information about the people and companies you do business with.
Below are the common profile types used by different reservation
system:

A. Individual profiles
Reservation for first time guests automatically creates an
individual profile. This profile type is made for individual guests.
B. Company profiles
Information stored here are catering functions with the
establishment, the businesses who sponsor guest reservation,
and the different hotel partners who provides goods and
services to the establishment.
C. Source Profiles
This contains the information about the group or individuals
who bring business in. Examples: Agoda, Booking.com
D. Contact Profiles
 It stores the information of the persons that could be a contact
or interface between the hotel and the guest.
E. Group profiles
It contains the information of group of people the hotel does
business with. Sample of this are one-time affair like weddings,
family reunions, corporate meetings, etc.
F. Travel agent profiles
It stores accounts or information about the professionals who
book a reservation for their clients.
 What’s More

Independent Activity no. 1: Computerized and Manual

Reservation System: Compare and Contrast

Direction: You’ve learned already about how computerized system and manual
reservation system differs with each other. On the Venn diagram below, compare
and contrast the two reservation systems. List down 5 or more differences and
similarities of the two that you have derived or understood from the lesson. Write
your conclusion, afterwards.

Computerized Manual Reservation

Reservation System Sytem

CONCLUSION: If you are going to establish your own hotel business, which among
the systems will you utilize; that you think will result to more productivity and
efficiency in the workplace? Why?

__________________________________________________________________________________
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__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 What I Have Learned

1. Computerized Reservation System is a system which mainly uses

computer and internet. It displays a reservation screen to input guest’s
information and requests. It is used to store and retrieves information and
carry out transactions related to the information on hotel booking.
2. Some of its advantages are: less staff required, updates “real” time
information, and greater reporting ability.
3. CRS is divided into PMS or Computer Management Softwares
which functions individually in different tasks and information.
4. Computer Management Softwares are namely: (a) Room
Reservations Menu - which contains data on the details of
reservation for all guest; (b) Registration Menu – contains guest list
and details of their registration; (c) Night Audit Menu – contains
financial data; (d) Housekeeping Menu – incorporates data on the
room status that is consistently updated every after room check;
and (e) Uniform Services Menu – The software has the option to
create in this menu a data base that serve as guest locator and
guest message center.
5. The CRS requires information that are the same as those in the
Manual Reservation System during the reservation process.
6. Profile type refers to the information of an individual person, an
organization, or a group of people the hotel does business with.
7. Profile types include: (a) Individual profile which contains
information of individual guest; (b) Source profile- information
about the source of reservation of the guest; (c) Contact profile-
serves as the interface between the guest and the hotel; (d) Group
profile- information about group affiliations such as weddings, etc.;
(e) Travel agent profile- information about travel agency that books
the hotel for the guest; (f) Company profile- contains the
information about the company, a guest is part of.
 What I Can Do

Independent Activity no. 2: Computer Management

Softwares and Details of Reservation

A. Direction: Fill out the table below with the knowledge you have learned from the
lesson about the various computer management softwares.

Computer Front office job/s

Management Software Unique Feature satisfied

1. Reservation Menu

2. Registration Menu

3. Night Audit Menu

4. Housekeeping Menu

5. Uniform Service Menu

B. Direction: Complete the table below with the required details. Choose your
answers from the items inside the box.

Choose your answer from among the following items:

Cash 09556956301 Cebu City
Suite Non-guaranteed reservation
Group 06/25
20 June 2020 25 June 2020
2,000 pesos per night
View of the ocean jcm@gmail.com

Required fields Reservation detail

1. Card Expiry date

2. Room rate

3. Room type

4. Special request

5. Arrival date

6. Departure date

7. Mode of payment

8. Profile type

9. Contact number

10. Status of Reservation

Assessment
Direction: Read the following situations below. Identify the correct answer for each.
Write you answers on the blank spaces after each statement. Underline the key
words or phrases that give you hint about the correct answer.

1. Nadia, a front office agent has already reserved a room for Mina who will be
arriving in 2 days. If Nadia would like to register Mina in the hotel system, which
PMS does she need to access?

_________________________________________________________

2. Selena is sent by her company to Midnight Hotel to attend a corporate meeting.

If you are the agent who received the reservation, what profile type are you going to
make in order to store the information of the company, Selena is a member of?

__________________________________________________________

3. Melody Hotel bought new set of computers and internet access to improve their
system operations. What reservation system are they going to upgrade to?

_____________________________________________________________

4. Christine is planning to spend her vacation in Maldives. She plans to check-in at

Diver’s Hotel and arrive on June 30, 2020 at 12:00 pm. If you are the agent
receiving the reservation, how are you going to write down the arrival date/time of
the guest on the reservation form?

__________________________________________________________

5. When making amendments on the details of reservation or cancelling reservation,

it can be done easily in the computerized reservation system. What advantage of
CRS is mentioned in the statement?

_____________________________________________________________

6. During reservation, a guest request for a special arrangement such as the view of
the ocean from her room and a bouquet of flowers upon arrival. On which part or
detail of the reservation form are you going to write the request on?

_________________________________________________________

7. Upon occupancy, Delia noticed that the sink in her room is broken, thus she
want it to be fixed. If she would like to reach the front office department and let
them know about her complaint, what computer management software does she
need to access?

_________________________________________________________

8. This reservation detail/s will make it easy for the hotel to contact the guest if
they have queries or clarifications about the information or specifications of
reservation.

____________________________________________________
9. Billing or settling of financial responsibilities in the hotel is a part of the
departure stage. If you want to access the folio of the guest or the list of financial
responsibilities of the guest, on which computer management software do you need
to proceed to?

____________________________________________________

10. This reservation status refers to the agreement between the guest and the hotel
to hold a room from the guest’s date of arrival until the guest’s scheduled departure
date.

____________________________________________________

Additional Activities

Directions: Read and study the following questions below. You may use a separate
sheet of paper or your notebook to write your answers.

1. What is the importance of various computer management softwares with

individual functions? Would it be possible to turn these softwares into one software
with all those functions? Why? Why not?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
2. What do you think are the disadvantages of using computerized reservation
system? Explain your answer.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
3. What could be the ways to lessen the negative effects of the computerized
reservation system’s disadvantages? Explain your answer
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 Answer Key

What I Know
ANSWERS:

1. A
2. D
3. C
4. A
5. B
6. B
7. C
8. B
9. D
10. C

ASSESSEMENT
11

1. Registration Menu Hint: register Mina in the hotel system

2. Company profile Hint: store information of the company
3. Computerized Reservation System Hint: computer and
internet access
4. 06/30/2020 12:00 pm or 30 June 2020 12:00 pm Hint: June
30, 2020 at 12:00 pm
5. Update “real-time’ information Hint: making amendments
and cancelling reservation
6. Special requests Hint: view of the ocean and bouquet of
flowers
7. Uniform Service Menu Hint: reach the front office
department and let them know about her complaint
8. Fax/ tel. no. Hint: contact the guest
9. Night Audit Menu Hint: access guest folio and financial
responsibilities
10. Guaranteed reservation Hint: hold the room from the
guest arrival until guest departure
References
Amelia S. Roldan, 2001, Front Office Services
John Whey and sons, 1988, Powers, Tom, Introduction to the Hospitality
Indusry
Quezon National High School, Module 2: Operating a Computerized
Reservation System

Online Sources
www.micros-fidelio.eu.com
www.panamahospitalityservices.com
www.canadiantourisminstitute.com
www.fronttraining.com
www.bizrice.com
www.e-tesda.gov.ph