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TLE–HE-FRONT OFFICE
SERVICES
Quarter 3 – Module 1: Access and
Manipulate Reservation System
Information
TLE Grade 9
Alternative Delivery Mode
Quarter 3 – Module 1: Access and manipulate reservation system information

First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to
use these materials from their respective 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

Writer: Pamela May A. Cadorna
Editor: Joseph S. Mapili
Reviewers: Joseph S. Mapili & Jesusa Paladar
Typesetter: Joseph S. Mapili
Layout Artist: Joseph S. Mapili
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P. Aguilar Elmar L. Cabrera
Nilita R. Ragay, EdD
Antonio B. Baguio, Jr., Ed.D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
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TLE
Quarter 3 – Module 1:
Access and Manipulate
Reservation System Information
Introductory Message
For the facilitator:

Welcome to the FRONT OFFICE SERVICES 9 Alternative Delivery Mode

(ADM) Module on Access and Manipulate 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.

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For the learner:

Welcome to the FRONT OFFICE SERVICES 9 Alternative Delivery Mode

(ADM) Module on Access and Manipulate Reservation System Information!

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:

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

check what you already know about the
What I Know
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; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of
What is It the lesson. This aims to help you discover
and understand new concepts and skills.

This comprises activities for independent

practice to solidify your understanding and
What’s More
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
What I Have Learned sentence/paragraph to be filled into 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.

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 In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of
the lesson learned.

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!

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 What I Need to Know

Front Office Services module is designed for a high school student to develop the
knowledge, skills and attitudes for the task related to front office. It covers
competencies that a person must achieve to access information to meet the
required scope and purpose, conduct further search if information is insufficient,
select required information, place order for any information that requires purchase,
download/print information in accordance with system procedures and needed
requirements, and organize information in a suitable format use.

After going through this module, you are expected to:

1. Identify the steps in conducting self-evaluation of performance in receiving
and processing reservations.
2. Familiarize with the process on how to conduct self-evaluation of
performance in receiving and processing reservations using rubrics.
3. Appreciate the importance of conducting self-evaluation of performance in
receiving and processing reservations.

What I Know

Direction: List down at least five skills of a front desk clerk that are essential in
the smooth operation of a hotel. Write your answer on your notebook.

1.
2.
3.
4.
5.

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Lesson Access and Manipulate
Reservation System
1 Information

What’s In

Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Do

this on your activity notebook.

1. The front office represents the customer-facing division of a firm.

2. Reservation is one of the main functions of front office department.
3. It is convenient to contact and converse with other departments through the
front desk department.
4. Facilitating guests pertaining to the posting of letters, telegrams, and parcels
is a front desk job.
5. Collecting guest’s feedback is also a necessary activity of front desk
department.

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 Notes to the Teacher
Let the learners to read and understand the learning objectives. Before
going through this module, answer the questions in What I Know and refer
to the answer key for corrections. Do the different tasks: What’s New,
What’s More, What I have Learned, What I can DO, and the additional
activities. Finally, answer the assessment and refer to the answer key for
correction. After doing all the tasks, the teacher will inform the learner for
his/her progress.

What’s New

Directions: Arrange the following activities of front desk clerk according to the
hotel standard process in providing reservation to guests. Write the numbers 1 to
10 (1 being the first step and 10 the last step) on the blanks provided before each
item.

_____ Determine request availability of room.

_____ Record complete customer details in the system accurately.
_____ File reservation according to property standards.
_____ Complete, explain and confirm reservation details of customer bookings.
_____ Issue room key/electronic cards, guest mail and messages to guest.
_____ Record details of reservations.
_____ Acknowledge customer making a reservation using property standards.
_____ Offer alternatives, including waitlist options, if requested booking is not available.
_____ Advise others on reservation details.

_____ Receive reservation request.

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 What is It

In the hospitality industry where service is king, the importance of delivering

a great experience to guest is a familiar territory to hotel service providers. Hotels
must boost efforts to facilitate an unforgettable guest experience in an increasingly
competitive marketplace.

A key factor that separate good service from truly exceptional service is
consistency. Consistency means repeatable. A successful hotel manager needs to
be confident in any given situation that the hotel staff knows how to respond and
act appropriately. Regardless of what time of the day it is whether it is a weekend
or a weekday, and whether who happens to be working that day. To ensure this,
evaluation of hotel staff performance is done periodically.

Source: https://www.mastersportal.com/articles/582/what-
can-i-become-if-i-study-tourism-and-hospitality-at-an- Source: http://prospectcollege.ca/programs/hospitality-tourism/
international-university.html

As a student aspiring to acquire the skills necessary for service in the hotel
industry, specifically front office services, you are required to conduct self-
evaluation to see if you have mastered the procedures of providing smooth
reservation process to guest discussed in the previous modules.
The following are the task skills that need to be evaluated:
I. Receive Reservation Request
a. Acknowledge customer making a reservation using property standards
b. Determine request availability of room
c. Offer alternatives, including waitlist options, if requested booking is not

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 available.
d. Answer inquiry regarding rates and other product features accurately
II. Record Details of Reservations
a. Record complete customer details in the system accurately
b. Check and use guest profile/history if available in making the reservation
c. Record special request clearly in accordance with establishment
requirements
d. Complete, explain and confirm reservation details of customer bookings
e. File reservation according to property standards
f. Prepare and issue documents and other materials to the customer in
accordance with the requirements of the specific reservation
III. Update Reservations
a. Record or update reservation payments and deposits of the reservation
accurately in accordance with the property standards
b. Receive, process and record amendments and cancellations of reservations
in accordance with customer request and property standards
IV. Advise Others on Reservation Details
a. Communicate general and specific customer requirements and reservation
details to appropriate departments and colleagues
b. Address follow up on customer requests and ensures that all specific
requirements in his reservation details are prior to guest arrival

If you are able to gain mastery through constant practice each of the tasks
mentioned above, then you will be able to acquire a satisfactory, if not excellent,
performance evaluation rating.

What’s More

Direction: Copy the performance evaluation form on a long bond paper. Put a
check mark (√) on the appropriate cell according to how you think you can perform
the task given.

Performance Self-Evaluation Form on Receiving

and Processing Reservations
I. Receive Reservation Excellent Very Satisfactory Fair Poor
Request satisfactory
a. Acknowledge customer making
a reservation using property
standards
b. Determine request availability

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 of room
c. Offer alternatives, including
waitlist options, if requested
booking is not available.
d. Answer inquiry regarding rates
and other product features
accurately
II. Record Details of Excellent Very Satisfactory Fair Poor
Reservations satisfactory
a. Record complete customer
details in the system
accurately
b. Check and use guest
profile/history if available in
making the reservation
c. Record special request clearly
in accordance with
establishment requirements
d. Complete, explain and confirm
reservation details of customer
bookings
e. File reservation according to
property standards
f. Prepare and issue
documents and other
materials to the customer in
accordance with the
requirements of the specific
reservation
III. Update Reservations Excellent Very Satisfactory Fair Poor
satisfactory
a. Record or update reservation
payments and deposits of the
reservation accurately in
accordance with the property
standards
b. Receive, process and record
amendments and
cancellations of reservations
in accordance with customer
request and property
standards.
IV. Advise Others on Excellent Very Satisfactory Fair Poor
Reservation Details satisfactory
a. Communicate general and
specific customer

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 requirements and reservation
details to appropriate
departments and colleagues
b. Address follow up on customer
requests and ensures that all
specific requirements in his
reservation details are prior to
guest arrival

Scoring Rubrics for Activity 1

Descriptions of Points Score Total Score Average

Self-evaluation Tasks: (a+b+c+d) (total
Rating a b c d score/4)
Excellent 95—100
Very Satisfactory 89—94
Satisfactory 83—88
Fair 77—82
Poor 73—76
Final Average

What I Have Learned

Direction: Write an essay about your learning on this lesson/module using the
following guide phrases.

I have learned that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I have realized that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

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I will apply

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Essay Rubrics
Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are vague
Ideas manner manner general or unclear

Organization Strong and Organized Some No

organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
beg/mid/end beg/mid/end

Understanding Writing shows Writing shows a Writing shows Writing shows

strong clear adequate little
understanding understanding understanding understanding

Mechanics Few (if any) Few errors Several errors Numerous

errors errors

TOTAL POINTS: /40

What I Can Do

Direction: Answer the question below on your notebook

Question: Explain why performance evaluation of front office staff in receiving and
processing reservations is important in hotel operation.

Scoring Rubrics:
Descriptions Points Teachers Score
Correctness of content 50
Timeliness 30
Neatness 20
Total 100

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 Assessment

Directions: Copy on your notebook the following activities of front desk clerk
according to the hotel standard process in providing reservation to guests and
arrange them by writing the numbers 1 to 15 (1 being the first step and 15 the last
step) on the blanks provided before each item.

_____ Offer alternatives, including waitlist options, if requested booking is not

available.
_____ Record complete customer details in the system accurately.
_____ Acknowledge customer making a reservation using property standards.
_____ Record or update reservation payments and deposits of the reservation
accurately in accordance with the property standards
_____ Prepare and issue documents and other materials to the customer in
accordance with the requirements of the specific reservation
_____ Record details of reservations.
_____ Complete, explain and confirm reservation details of customer bookings.
_____ File reservation according to property standards.
_____ Advise others on reservation details.

_____ Receive reservation request.

_____ Determine request availability of room.
_____ Answer inquiry regarding rates and other product features accurately
_____ Check and use guest profile/history if available in making the reservation
_____ Address follow up on customer requests and ensures that all specific
requirements in his reservation details are prior to guest arrival.
_____ Communicate general and specific customer requirements and reservation
details to appropriate departments and colleagues.

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 Answer Key

POST-TEST WHAT’S NEW

TRUE 5.
TRUE 4.
TRUE 3.
TRUE 2.
TRUE 1.

WHAT’S IN

Attention to detail
(Answers may vary) Ability to work under pressure
Can multi-tasks
WHAT I CAN DO Organized
Good communication skills
(Answers may vary) (1-5 answers in any order)
WHAT I KNOW
WHAT’S MORE PRE-TEST:

References

https://www.wisdomjobs.com/e-university/hotel-front-office-management-
tutorial-369/staffing-the-front-office-12999.html

https://www.wisdomjobs.com/e-university/hotel-front-office-management-
tutorial-369/organization-of-the-front-office-department-12997.html

https://hmhub.me/duties-and-responsibilities-front-office/

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http://hotelstudies608743.blogspot.com/2010/02/hotel-diary-and-its-
purposes.html#:~:text=AND%20ITS%20PURPOSES-
,HOTEL%20DIARY,reservation%20section%20to%20discourage%20fraud.
https://blog.kryonsystems.com/pss/7-tips-to-improve-service-quality-at-your-
hotel
https://link.springer.com/chapter/10.1007/978-3-319-13162-7_98

esearchgate.net/publication/279852862_A_hotel_performance_evaluation_-
_An_analysis_of_an_electronic_customer_review

Images

https://www.mastersportal.com/articles/582/what-can-i-become-if-i-study-
tourism-and-hospitality-at-an-international-university.html
http://prospectcollege.ca/programs/hospitality-tourism/

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For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net

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