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Technical
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Technical Vocational Education
FRONT OFFICE SERVICES – Senior High School
Quarter 1 – Module 4: Receive and Process Reservations Lesson 1
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

 Development Team of the Self Learning Module

Writer: Maria Elizabeth N. Villabroza

Editors:

Reviewers: Sarah Minette M. Reyes, Maria Kathrina Blanca L. Regalado, and

Rosallio P. Oriarte Jr.

Illustrator:

Layout Artist:

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)

Joselito E. Calios (English/SPFL/GAS)
Norlyn D. Conde EdD

Printed in the Philippines by Department of Education – Schools Division

of Pasig City
 Front Office
Services
MODULE Receive and Process
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
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.

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

1. Identify complete details about customer booking necessary for the

processing of reservations;

2. Select booking details necessary for confirming guest reservations; and

3. Apply knowledge of technical terms in filling out manual entries in the

reservation form.
Directions: Choose the letter of the best answer.

1. Which of the following industries use reservations in their operations?

a) Food and Beverage Outlets or Restaurants

b) Manufacturing Company

c) Book Publishing

d) Funeral Parlors

2. Which of the following booking details is used to compute for the length of

the guest’s stay and is basis for checking room availability?

a) Type of Room the Guest Requires

b) Departure Date

c) Time of Arrival

d) Arrival Date

3. Mr. Juan dela Cruz is arriving on the 16th of June of this year 2020. How

should this be encoded in the computer system?

a) June 16, 2020

b) June/16/2020

c) 2020/06/16

d)0 6/16/2020

4. Which of the following is the correct spelling of the name Czarina in the

phonetic alphabet?

a) Charlie, Zebra, Apple, Romeo, Indigo, November, Apple

b) China, Zebra, Apple, Rodeo, Indigo, November, Apple

c) Charlie, Zulu, Alpha, Romeo, India, November, Alpha

d) China, Zulu, Alpha, Romeo, India, Nepal, Alpha

5. Mr. & Mrs. Clyde M. Smith will be arriving on September 7, 2020 via

Northwest Airline 365 from San Francisco, USA. They have requested for a

Deluxe Suite Room in the hotel until September 10, 2020. What other

information will you need for his reservation?

a) Date of Arrival and Date of Departure

b) Contact number and Address

c) Number of rooms required

d) Flight Details

We learned of the two types of reservation systems - the computerized

and the manual system. For establishments that are not automated, the system

of reservation is done manually by the Reservations Agent. In what way do

these two systems differ?

Record Reservation Details

When entering reservations into any system you will need to know what

each “field” of information is required. In some instances, these fields are

compulsory. In this case, you must input information in the correct format

before being able to move to the next field.

For example, in the case of a hotel reservation, the following information

will be required:
  Arrival Date – This field is usually required. In some countries the day
comes first while in others the month is first. You can record dates in a

number of ways as :16th June 2020, June 16th 2020, 16/06/2020,

16/06/2020, 06/16/2020 or 06/16/2020. Ex. 06/16/2020

  Departure date – This determines the length of the guest’s stay and used

to check room availability. Usually, the length of stay is recorded as the

number of nights the guest stays. Ex. 3N or Three Nights

  Name of the guest – In most cases the Surname or Family name will be

recorded first with a comma (,) to identify the end of the family name.

Then the first name or initials follow. The phonetic alphabet is a useful tool

in clarifying and in recording names of guests. Ex. Dela Cruz, Juan N.

Figure 1. The NATO Phonetic Alphabet

Phonetic Alphabet

 A- Alpha  H- Hotel  P- Papa  W- Whisky

 B- Bravo  I- India  Q- Quebec  X- Xray
 C- Charlie  J- Juliet  R- Romeo  Y- Yankee
 D- Delta  K- Kilo  S- Sierra  Z- Zulu
 E- Echo  L- Lima  T- Tango
 F- Foxtrot  M- Mike  U- Umbrella
 G- Golf  N- November  V- Victor
 O- Oscar
Taken from https://www.worldometers.info/languages/nato-phonetic-alphabet/Websites

  Title of the guest – Most establishments will require a title for the guest.

Sometimes this is to identify gender such as Mr. or Mrs., Sir or Lady and

sometimes this is to identify rank or status such as Doctor (Dr.), Professor

(Prof.) or Sergeant (Sgt.) Ex. Mr. Dela Cruz, Juan N.

  Time of arrival or estimated time of arrival known as “ETA” - This is

estimated time when the guest arrives in the hotel or property. If guest is

unsure of his arrival time, you may suggest a time to be recorded, for

example 18.00 hours (6 p.m.). It is advisable to use a 24-hour clock system

to avoid misunderstandings. Ex. 18.00 hrs.

 24 Hour clock system - usually associated with Military Time. It is the

convention of time keeping in which the day runs from midnight to

midnight and is divided into 24 hours. Ex. ETA 13.00 hrs. for 1:00 P.M.

The use of the 24-hour clock system sets the time that will be both understood

by the Reservations Agent and the guest and this eliminates misunderstanding.

Figure 2. The 24-Hour Clock System

Time Written Spoken Time Written Spoken

Morning (am) Afternoon (pm)
1am 0100hrs Zero one hundred 1pm 1300hrs Thirteen hundred hours
hours
2am 0200hrs Zero two hundred 2pm 1400hrs Fourteen hundred
hours hours
3am 0300hrs Zero three hundred 3pm 1500hrs Fifteen hundred hours
hours
4am 0400hrs Zero four hundred 4pm 1600hrs Sixteen hundred hours
hours
5am 0500hrs Zero five hundred 5pm 1700hrs Seventeen hundred
hours hours
6am 0600hrs Zero six hundred hours 6pm 1800hrs Eighteen hundred hours
7am 0700hrs Zero seven hundred 7pm 1900hrs Nineteen hundred
hours hours
8am 0800hrs Zero eight hundred 8pm 2000hrs Twenty hundred hours
hours
9am 0900hrs Zero nine hundred 9pm 2100hrs Twenty-one hundred
hours hours
10am 1000hrs Ten hundred hours 10pm 2200hrs Twenty-two hundred
hours
11am 1100hrs Eleven hundred hours 11pm 2300hrs Twenty-three hundred
hours
12am 1200hrs Twelve hundred hours 12pm 2400hrs Twenty-four hundred
hours
 Number of Rooms required – This is usually always one. However, some guests

might reserve more than one room in their name, for example, 1 king room

and 2 twin rooms or 2 King rooms.

Example: For a family of one with two different room types reserved under one

name, it may be written as: EX. Dela Cruz, Juan Mr & Mrs/1 and Juan, Mr &

Mrs/2
  Number of Adults and Children – This is usually required on reservations,

especially when it relates to charging for the accommodation. It is also

essential that we make sure the right room is chosen to accommodate the

number of guests. Ex. 2 Adults 1 Child

 Type of room the guest requires – We would know if we can accommodate

or not the guest request based on the arrival and departure date. This is

known as “checking the availability‟. The type of room is a compulsory field

and is usually recorded in “code” format. Ex. CK - Corner King Room

 Rate Code – This represents the rate that was negotiated when selling the

room to the guest. Rates are determined by the date of the reservation,

type of room, length of stay, number of guests and market segment

(government, corporate free individual traveler, family, etc.). These rates are

pre-programmed to appear in rate quoted field (in automated reservation

system) when all the fields are completed. Ex. BAR (used by Marriott Hotel)

Figure 3. Sample of Computer Screen for Opera Reservation Software

https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/rate_codes.htm

Note: BAR stands for Best Available Rate which is the lowest rate of the
day that is available for guests to book.
 Market segment – This field
Figure 4. Hotel Codes on Market Segment
usually requires a code to
CODE DESCRIPTION
identify the type of reservation
whether or not it is a business HSE House
COMP Complimentary
reservation, an individual
GRP Group and tours
traveler (FIT) reservation, or a NEGO Negotiated rate
FIT Free independent traveller
conference or group reservation. PKG Package rate
Each of these categories will CORP Corporate
CON Convention/conference
have a specific rate attached to GOVT Government rate
it.

  Address – Record the address given by the guest. Usually this will be the
home address of the guest but at times, it may be a company or travel

agent address.

Ex. 123 EverestDrive, Bgy. Pinagbuhatan, Pasig City 1600 Philippines

  Contact details – It is essential that you record some form of contact

with the guest. This can be a mobile phone number,

landline number or email address.

  Passport number, date and place of issue –

International visitors may be asked passport number in

some countries.

Ex. PHL 8003166F2106269

Issued on 27 June 2016

Figure 5. Passport
HELLO ! HAPPY TO SERVE !

Identify from the conversation below the details

necessary to process the reservations. After reading,

answer the questions and write your answers on the space provided.

Sales Agent: "Good morning reservations. This is Anne Kaye at your

service. How can I help you?”

Guest: "I would like to make an inquiry about a hire car"

Sales Agent: "Certainly. What dates do you require the car?"

Guest: "From 17th of August to 20th of August"

Sales Agent: "Is that for 3 days hire and returning the car on the 20th?

Guest: "Yes"

Sales Agent: "What size of car will you need. How many people are

there?"

Guest: "There are two of us"

Sales Agent: "Would one of our small car range with two doors be

suitable?"

Guest: "Yes that would be fine but we have a lot of luggage."

Sales Agent: "I will give you one of our hatchback models as this has a

very large space for luggage."

Guest: "That sounds perfect."

Sales Agent: "Now if I could get your personal details, a contact number

or email, license details and method of payment please."

Directions: Answer the following questions. You can write your answer here.

1.What is the required dates/length of use? ____________________

2.What is the required number? ______________________________

3.What is the required type? ________________________________

4.How does the agent express desire to meet the customer’s specific needs?

____________________________________________________________

5, What nature of business or industry do you see as the setting of the

reservation?

_______________________________________________________________

Your role as a Front Desk Agent play an important role in

communicating with the guests and matching their needs with the company’s

products and services. The process of making a reservation is to be able to know

whether or not you are able to accommodate the guest with what they require.

Therefore, you need to ask the right questions and respond to their reservation

request. What kind of questions do you need to ask from the guests so that you

can properly process their reservations?

“When you talk, you are only repeating what you already know. But if
you listen, you may learn something new.” Dalai Lama

Based on the above quotation, in what way can you apply the wisdom to
the act of communicating with the guest through reservations inquiry?
A. Multiple Choice. Choose the letter of the best answer.

________1. Which of the following industries do NOT have reservations?

a) Automotive repair shop

b) Theatre

c) Sports Arena

d) Resort hotels

________2. In today’s technology, which of this source of reservation is highly used

in the airline industry?

a) Fax

b) online

c) post Mail

d) Telephone

________3. What kind of booking details is used to compute for the length of the

guest’s stay and is basis for checking room availability?

a) Type of Room the Guest Requires

b) Departure Date

c) Time of Arrival

d) Arrival Date

________4. What field in the Reservation Form requires a code to identify the type

of reservation whether or not it is a business reservation, an individual traveller

(FIT) reservation, or a conference or group reservation?

a) Type of Room

b) Method of payment

c) Market Segment
 d) Rate Code

_______5. Which of the following is the correct spelling of the name Kathryn in

the phonetic alphabet?

a) Kilo, Apple, Tango, Hotel, Reno, Yankee, November

b) Kilo, Alpha, Tanga, Hero, Romeo, Yellow, November

c) Kilo, Alpha, Tango, Hotel, Romeo, Yankee, November

d) Kiwi, Apple, Tanga, Hotel, Romeo, Yellow, North

______6. Mr. & Mrs. Clyde M. Smith will be arriving on September 7, 2020 via

Northwest Airline 365 from San Franciso, USA. They have requested for a

Deluxe Suite Room in the hotel until September 10, 2020. What other

information will you need for his reservation?

a) Date of Arrival and Date of Departure

b) Contact number and Address
c) Number of rooms required
d) Flight Details

B. True or False. Write True if the statement is true and False otherwise.

______7. In writing the name of the guest in the reservation form, in most cases
the Given Name will be recorded first followed by the Surname or Family Name.

______8. Personal checques are the most preferred method of payment in hotels.

______9. Having a reservation form to take down all the necessary data is the
start of recording the reservation information.

______10. It is advisable to use a 12-hour clock system to eliminate any

misunderstandings.
 References
Australian Aid ASEAN William Angliss Institute. Receive and Process Reservation Trainee
Manual© ASEAN 2012 (Melbourne, Astralia: William Angliss Institute of TAFE, 2012).
Accessed July 4, 2020. https://docplayer.net/102681941-Receive-and-process-reservations-
d1-hfo-cl2-01-d2-tta-cl2-17-trainer-guide.html

NATO Phonetic Alphabet. Worldometer. Accessed June 21, 2020 from

https://www.worldometers.info/languages/nato-phonetic-alphabet

Military Time Chart - The 24 Hour Clock. Accessed June 21, 2020 from
http://militarytimechart.com/

Opera Knowledgebase. Accessed June 21, 2020 from

https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/index.htm?toc.htm?rate_c
odes.htm

Ajar Hospitality. How to Record Reservation Details. Accessed June 21, 2020 from
https://www.ajar.id/en/post/how-to-record-reservation-details

Market Groups. Accessed June 21, 2020 from

https://docs.oracle.com/cd/E98457_01/opera_5_6_core_help/market_groups.htm
Photo Credit:

Figure 1: ASEAN TM Manual. Australian Aid ASEAN William Angliss Institute. Receive and
Process Reservation Trainee Manual© ASEAN 2012 (Melbourne, Astralia:William Angliss
Institute of TAFE, 2012) Accessed July 4, 2020. https://docplayer.net/102681941-Receive-
and-process-reservations-d1-hfo-cl2-01-d2-tta-cl2-17-trainer-guide.html

Figure 2: Accessed June 7, 2020. http://militarytimechart.com/

Figure 3: Accessed May 24, 2020.
https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/rate_codes.htm
Figure 4: Accessed June 7, 2020.https://setupmyhotel.com/formats/fo/102-market-
codes.html
Figure 5: Accessed May 24, 2020. https://www.philembassy.no/sites/default/files/inline-
images/philippine-
epassport.png
Figure 6 :Telephone : https://freesvg.org/mobile-phone-icon-46179
 EDISON P. CLET
Illustrator

ELINETTE B. DELA CRUZ

Project Development Officer II (LRMDS)
Lay-out Artist

NAME
Video/PowerPoint Presenter

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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