g

Technical
Vocational
Livelihood
QUARTER

Front Office Services

F
Technical Vocational Education
FRONT OFFICE SERVICES – Grade 12
Quarter 1 – Module 1: Receive and Process Reservations Lesson 1
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 - Schools Division of Pasig City

Development Team of the Self Learning Module

Writer: Sarah Minette M. Reyes
Editors: Maria Elizabeth N. Villabroza
Reviewers: Maria Elizabeth N. Villabroza and Maria Kathrina Blanca L.
Regalado
Illustrator: Name
Layout Artist: Name
Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
Aurelio G. Alfonso Ed.D
OIC-Assistant Schools Division Superintendent
Victor M. Javeña Ed.D
Chief, School Governance and Operations Division and
OIC-Chief, Curriculum Implementation Division

Education Program Supervisors

Librada L. Agon Ed.D (EPP/TLE/TVL/TVE)

Liza A. Alvarez (Science/STEM/SSP)
Bernard R. Balitao (AP/HUMSS)
Joselito E. Calios (English/SPFL/GAS)
Norlyn D. Conde Ed.D
(MAPEH/SPA/SPS/HOPE/A&D/Sports)
Wilma Q. Del Rosario (LRMS/ADM)
Ma. Teresita E. Herrera Ed.D (Filipino/GAS/Piling Larang)
Perlita M. Ignacio PhD (ESP)
Dulce O. Santos PhD (Kindergarten/MTB-MLE)
Printed in the Philippines
Teresita P. by Department
Tagulao of Education – Schools Division of
EdD (Mathematics/ABM)
Pasig City
 Front Office
Services

QUARTER 1

Receive and Process

MODULE

1 Reservations
Introductory Message

For the facilitator:

Welcome to the Front Office Services Self Learning Module on Receive and Process
Reservations LO1. Receive Reservation Request!

This Self Learning Module was collaboratively designed, developed and reviewed by
educators from Schools Division Office of Pasig City headed by its Officer-In-Charge
Schools Division Superintendent, Ma. Evalou Concepcion A. Agustin in partnership
with the Local Government of Pasig through its mayor, Honourable Victor Maria
Regis N. Sotto. The writers utilized the standards set by the K to 12 Curriculum using
the Most Essential Learning Competencies (MELC) while overcoming their personal,
social, and economic constraints in schooling.

This learning material hopes to engage the learners into guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs namely: Communication,
Collaboration, Creativity, Critical Thinking and Character 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. Moreover, you are expected to encourage and assist the learners
as they do the tasks included in the module.
For the learner:

Welcome to the Front Office Services Self-Learning Module on Receive and Process
Reservations LO1. Receive Reservation Request!

The hand is one of the most symbolized parts 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 material while being an active learner.

This module has the following parts and corresponding icons:

Expectations - These are what you will be able to know after completing the
lessons in the module

Pretest - This will measure your prior knowledge and the concepts to be
mastered throughout the lesson.

Recap - This section will measure what learnings and skills that you
understand from the previous lesson.

Lesson - This section will discuss the topic for this module.

Activities - This is a set of activities you will perform.

Wrap-Up - This section summarizes the concepts and applications of the

lessons.

Valuing - This part will check the integration of values in the learning
competency.

Post-test - This will measure how much you have learned from the entire
module.
 EXPECTATIONS

At the end of this module, the learners must be able to:

1. Define the following terminologies: reservations, Front Office Department,

Front desk officer, sales agent;
2. Identify the different modes of receiving reservation requests; and
3. Determine how to advise the customer on the availability of the reservation.

PRETEST

Directions: Identify what is being described. Write your answer on the space
provided.

________1. It is an arrangement for a seat on a plane or train, a room in a hotel, etc. to

be kept for you.

________2. These are customers, guests or clients without the need for an
appointment.

________3. These are mostly cheap and young travelers.

________4. This relates to or denotes an activity that is done for enjoyment when one
is not working.

________5. Means being respectful to the person you are talking with, showing
consideration for the other person's limitations, allowing that person time to speak,
communicating clearly and much, much more.
 RECAP
Reservation requests are handled by the Front Office which serves as the link
of the establishment with the customers or clients. Reservation agents easily and
efficiently perform the duty of receiving requests manually or through a computerized
system.

What is a reservation? Is it necessary?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

What skills should you have in order to handle a reservation properly?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

LESSON

Reservations: Overview

When you want to travel, you book in advance;

make reservations for a transportation service provider
(land, sea or air), lodging/accommodation and activities. You
do this at least a month or 2, prior your travel; afterwards,
you receive confirmations for your reservations. Upon the actual date of your travel,
you show your confirmation messages to the authorized personnel and
you enjoy your vacation. Making reservations prior to your travel makes it more
convenient for you, because you don't have to worry about how you will get there,
where you will stay or what activities you will do, since everything has been planned
out.

A reservation is processed by a sales agent from the Front Office Department.

This happens when a potential guest contacts a hotel for the availability of his
desired type of accommodation and any allied services that the hotel offers. The
front office department needs to react to the enquiry of the guest. Once a reservation
has been made, the front office department will coordinate this with the other
departments involved, such as the Housekeeping and Food and Beverage.
There are some skills required, in order for to become a Front Desk Officer and
Sales Agent.

 Oral communication skills - one must be able to communicate clearly with

the guests - walk-ins or phone-in requests; this skill is required in accepting
reservations, answering queries and offering alternative options.
 Knowledge and application of Telephone Etiquette.
 Technical Knowledge - knowledge about the forms of reservations, what
information must be taken (intake of information) essential in reservations
(textual information)
 Familiarity with equipment used in phone-in reservations and other
products/services of the establishment that may be offered to the guests.

Note: Reservations cover a wide area, it covers seats for restaurants, airline and
theatre, rooms for hotels and even recreational activities, and therefore, in making
reservations in a hotel, it must be emphasized whether it's for a seat, a room or
activity.

Customers who require reservations

Leisure Customer Business Customer

Private Individuals Conference guests

Groups and tours Business travelers
Backpacker Needs of a person, negotiating a business deal
Package guest Investigating new product

Note: Bookings from travel agents also usually get discounted rates

Modes of Receiving Reservation Requests in Hotels

An advance reservation request in a hotel can be made by choosing any of the

following modes:
 Figure 1: Modes of Receiving Reservation Requests

Modes of
receiving
reservation
request

Verbal Written

In Person Telephone Fax Letter Internet

Source: Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi. Tata McGraw
Hill Education Private Limited p.65

NOTE: There is another mode of receiving reservation requests, through Third party reservations

Figure 2. Logo of Third Party Reservation System

Source: https://www.expediagroup.com/wp-content/uploads/2013/06/logo-expedia-local-expert.png

Figure 3. Logo of Third Party Reservation System

Source: https://press.traveloka.com/wp-content/uploads/2015/08/Traveloka_Primary_Logo.png

Figure 4. Logo of Third Party Reservation System

Source: https://mumbrella.com.au/wp-content/uploads/2020/04/Trip-Advisor.png
 ACTIVITIES

Let’s Practice!

Greetings future Hoteliers!

In handling a reservation, you must be able to practice the proper Telephone

Etiquette. Below is a conversation for a reservation, practice as if you were the
reservation agent. Good luck!

REMEMBER: Attend to the phone promptly. All calls must be answered on the 3rd
ring, but picking up on the 1st ring is the best.

Ring...

Reservations Agent: Good morning, TVL Resort and Spa, (your name) speaking. How
may I help you?

Guest: Hi, I'd like to make a reservation for the 4th of September. Do you have any
vacancies?

Reservations Agent: Let me check for a while ma’am, regarding our vacancies.

Guest: Okay, thank you.

REMEMBER: Never make a guest wait on the phone for too long (3 minutes or more)

Reservations Agent: Hello ma’am, I’m back and I’m glad to inform you that we have
several rooms available on your preferred date. For how many guests will the
reservation be?

Guest: For four guests please.

Reservations Agent: And what type of room would you prefer?

Guest: We prefer two twin rooms.

Reservations Agent: Okay ma’am, and for how long will you be staying?

Guest: We'll be staying for two nights. What's the rate for the rooms?

Reservations Agent: A twin room is two thousand three hundred pesos per night,
inclusive of free use of all our facilities and breakfast for two and tax included. Now
what name will the reservation be under?
Guest: Sarah Reyes

Reservations Agent: Thank you ma’am Sarah, may I also ask for your contact number
and email, so that we can contact you for reconfirmation of your reservation?

Guest: Certainly, my contact number is 09876543211 and my email is

sarah.reyes@tvl.ph.

Reservations Agent: Okay ma'am, I am now processing your reservation. Let me just
confirm the details. You have reserved two twin rooms, for two thousand three
hundred pesos per night, per room, inclusive of free use of all our facilities and
breakfast for two. Your arrival is on the 4th of September and you will be staying with
us for two nights. This is under the name of Ms Sarah Reyes and your contact
number is 09876543211 and you email is sarah.reyes@tvl.ph, are the details correct
ma’am?

Guest: Yes, that’s correct.

Reservations Agent: Thank you for the clarification ma’am, for safety procedures, we
require a fifty percent deposit for the reservation and it is refundable for up to forty
eight hours prior the date of your reservation. For this reservation, the total is four
thousand six hundred pesos. How would you like to pay for the deposit ma’am?

Guest: Do you accept credit card?

Reservations Agent: Yes ma’am, may I have your card number, please?

Guest: Yes, my card number is 1234567891 with expiry date on August 2022.

Reservations Agent: Thank you ma’am, may I repeat your credit card number, its
1234567891 expiry date August 2022. Is that correct?

Guest: Yes, that’s right.

Reservations Agent: Thank you ma’am, I am now processing your deposit and will
charge two thousand three hundred pesos on your credit card. May leave you for a
few minutes, while I finalize the transaction ma’am?

Guest: Sure, take your time.

Reservations Agent: Thank you ma’am, I’ll be right back.

REMEMBER: Never make a guest wait on the phone for too long (3 minutes or more)

Reservations Agent: Hello, ma’am Sarah. I’m back and glad to inform you that your
reservation has been made, for the 4th of September.
Guest: That’s good to hear.

Reservations Agent: I have here your confirmation number, so that when you arrive
at our resort, it will be easier for you to check in. It’s RHS1902; I have also sent the
confirmation number to your email.

Guest: Thank you so much!

Reservations Agent: My pleasure ma’am, is there anything else I can help you with?

Guest: Yes, I’d like to request that the rooms be on the 2nd floor, facing the ocean and
are next to each other.

Reservations Agent: Okay ma’am, allow me to check if your requests are available.

Guest: Okay, thanks.

Reservations Agent: Sorry to keep you waiting ma’am, I regret to inform you that the
twin rooms on the 2nd floor, facing the ocean are all occupied. However, we do have
rooms facing the pool area, the view there is as good as the rooms facing the ocean,
because you can also have a great view of the mountains.

Guest: Okay then, I’d like our rooms on the 2nd floor, facing the pool.

Reservations Agent: Alright ma’am, I’ll note it down in your reservation. Will there be
anything else?

Guest: I think that would be all, I’ll just call if I have other requests.

Reservations Agent: Alright ma’am, just mention the confirmation number I gave you
earlier, for faster transactions. Thank you as well for choosing TVL Resort and Spa
as your accommodation. See you soon!

Analysis
After practicing the script, write down how the reservation was processed and what
details were asked from the guest.
 WRAP-UP

Making reservations for a travel and/or meal is important, as it makes it more

convenient for the guests. Discuss briefly how you can properly receive and process
reservations.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

VALUING

Having a reservation for a table in a restaurant, a hotel room, or transportation is

essential in making a travel more convenient for the guests. Why do you think it is
important to emphasize what type of reservation is being made?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Being a Front Office Staff or Sales Agent, requires several skills; oral communication,
telephone etiquette, technical knowledge, familiarity and a lot more. Why do you
think it is important for you to be familiarized with these skills?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 POSTTEST

Directions: Read the following statements carefully then write your answers on the
space provided.

________1. This relates to or denotes an activity that is done for enjoyment when one
is not working.

________2. This is most likely to get discounted rates due to the large volume of
business (guests) given by the tour companies.

________3. This is the person who processes a reservation request.

________4. It is an arrangement for a seat on a plane or train, a room in a hotel, etc. to

be kept for you.

________5. Means being respectful to the person you are talking with, showing
consideration for the other person's limitations, allowing that person time to speak,
communicating clearly and much, much more.

________6. It can be available for customers, guests or clients without the need for
an appointment.

________7. They take up packages being offered by establishments. Usually they are
only making a reservation because a package is available.

________8. These are mostly cheap and young travelers.

 KEY TO CORRECTION

Backpacker 8.
Package guests 7.
Walk-ins 6.
Telephone etiquette 5. Telephone etiquette 5.
Recreational activity 4. Reservation/s 4.
Backpacker 3. Sales agent 3.
Walk-ins 2. Groups and tours 2.
Reservation/s 1. Recreational activity 1.

Pre-test Post-test

References
Published Reference:

Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi. Tata
McGraw Hill Education Private Limited

Online References:

Receive and Process Reservations: https://slideplayer.com/slide/5745539/

https://www.oxfordlearnersdictionaries.com/us/

Photo Credits:

Figure 2: https://www.expediagroup.com/wp-content/uploads/2013/06/logo-
expedia-local-expert.png

Figure 3: https://press.traveloka.com/wp-
content/uploads/2015/08/Traveloka_Primary_Logo.png

Figure 4: Source: https://mumbrella.com.au/wp-content/uploads/2020/04/Trip-

Advisor.png
ACKNOWLEDGEMENT

EDISON P. CLET
Illustrator

ELINETTE B. DELA CRUZ

Project Development Officer II (LRMDS)
Lay-out Artist

NAME
Video/PowerPoint Presenter

NAME
Video/ PowerPoint Editor

NAME
Video/ PowerPoint Reviewer

NAME
School Subject Coordinator

NAME
School Head

NAME
Public Schools District Supervisor
For inquiries or feedback, please write or call:

Department of Education – Schools Division Office of Pasig City

Caruncho Avenue, San Nicolas, Pasig City

Contact No.: (632) 8641-8885

Email Address: divisionofpasig@gmail.com