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Technical
Vocational
Livelihood
QUARTER

Front Office Services

F
Technical Vocational Education
FRONT OFFICE SERVICES – Grade 12
Quarter 1 – Module 7: Receive and Process Reservations Lesson 3
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

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Editors: Maria Elizabeth N. Villabroza
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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

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Tagulao of Education – Schools Division of
Ed.D (Mathematics/ABM)
Pasig City
 Front Office
Services

QUARTER 1

MODULE
Receive and Process
7 Reservations
Introductory Message

For the facilitator:

Welcome to the Front Office Services Self Learning Module on Receive and Process
Reservations LO3. Update Reservations!

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 LO3. Update Reservations!

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

Pre-test - 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. Understand what information needs to be maintained in reservations made

by a guest:
2. Update financial status of the reservation accurately; and
3. Explain ways to receive, process and record amendments or cancellations of
reservations in accordance with customer request and established
procedures.

PRETEST

True or False. Write True if the statement is correct and False if it is not.

The hotel policy is that a guest can cancel a reservation, 36 hours before the
date, with a 50% refund and for cancellations made beyond 36 hours, the payment
is non-refundable.

__________1. Mrs Almeda can cancel her reservation, 4 days before, with no refund.
__________2. In receiving cancellation requests, it is NOT necessary to provide the
guest with a cancellation number.

__________3. It is okay to make changes in the reservations, as soon as the guest

makes them.

__________4. Upon making the updates/changes, confirm with the guest if the
updates made are correct and inform them if there are any additional charges.
__________5. A sales agent uses the contact number provided by the guests, to
contact them for reservation confirmation.

RECAP
Last time we were able to discuss the different reservations systems, namely
Computerized and Manual System. There are also different categories in filing, not
only reservation forms, but all other documents. These filing categories, make it
easier for everyone, to find important documents or reservations, delays are
decreased. The different forms of documents were also discussed, for additional
technical knowledge and familiarization.
 LESSON

When an upcoming reservation is left unpaid (at least the down payment) or
unconfirmed, the sales agent has to contact the person who made the reservation,
if the guest/s are going to keep their reservations or they will cancel. This is also
done to update the details given when the reservation was made.
About the nature of customers, this means that they will need to update
reservation information.

What information needs to be updated?

ž Length of stay- guests can either extend or cut short their stay.
ž Altering a flight or travel details- there may be costs incurred with this activity.
ž Changing times and customer numbers
ž Updating customer contact details- in most cases, a secretary may make a
reservation and later update with the guests' actual details.
ž Billing details or making a payment- in this case, if the reservation is for a
business, the company will pick up the cost. While if it is for leisure, the guest
might come in to make a payment or pay over the phone.
ž Change or add special requests

Process in changing or cancelling reservations:

ž Always locate the original reservation- this may involve a detailed search process
if there are any incorrect details of the guest.
ž Verify that you have the correct guest- ask questions so that the guest can
confirm that it is him/her who made the reservation. “Is this Mrs Kylie Abrenica
from the Philippines?”
ž Discuss the changes to be made- this may involve discussing with the guest what
they want and why they need to change.
ž Check whether it is possible to make these changes- there is a need to check
availability for new dates and room types available, to inform the guest as soon as
possible, so as not to cause any delay on their part.
ž Process cancellation and refund if applicable- this depends on the hotel policies.
ž Provide a cancellation number- similar to providing confirmation code, if a guest
cancels his/her reservation, also provide them with a cancellation number as proof
that their reservation has been cancelled.
ž Otherwise, make changes or sell alternatives- if the reason for the cancellation is
a problem with the guests’ preferences/requests, always try to offer alternatives
rather than lose a sale.
ž Confirm changes and advise if there are additional costs- if additional charges
may incur, let the guests know.
ž Close the call with a suitable phrase- always use a suitable phrase to
professionally finish the call, and don’t forget to thank the caller. Let the caller
hang up first.
Ways to follow up on unconfirmed reservations:
ž Contact the customers with unpaid reservations, through the details they
provided.
ž Solicit payment or balance payment- the least is a deposit for the reservations,
customers should have been advised on the “rules” of payment at the time the
reservation is being made.
ž Advise the customer of the status of the reservation that has not been paid.
Inform them that it will not be guaranteed (or kept) for the arrival date without
payment (down payment or full payment, this depends on the hotel policies).
ž Make courtesy reminder calls
ž Advise the customer of the hotel’s requirements for charges and
Cancellation fees

Update internal records, documents, and files as required:

ž When new information is received, update all records:
— New information can arrive either from external sources or internally, from other
departments.
— Remember you are “accumulating” a history of your customers
— This may involve other departments within your establishment, such as the
housekeeping, food and beverage, and sales department.
— File or store accordingly, any “written” documents that arrive in the department

ACTIVITIES

I. Arrange the following sequences, based on what you have learned in the
module.

_____ _____ _____ _____ _____ _____

1) Thank you for confirming your reservation and updating your details, Ms
Santos, we hope to see you soon.
2) Your other contact number is 09187652340, is that right?
3) Please be informed, that as part of the hotel’s policies, room upgrades are
not only subject to change in the room rate increase, but also to additional
booking fee.
4) Good day, this is Jin from TVL Rizal Hotel, am I speaking to Ms Kit Santos of
Home Enterprises?
5) I am calling to inform you that we have received your payment of Php
30,750.00 for a 5 days and 4 nights stay at our hotel, with 3 twin rooms, all
of which are on the 3rd floor with views of the ocean. This call is also to
update any details that you’d like to change?
6) Please, allow me to check if the room upgrade is available on your preferred
date.
 II. Propose a solution to the following.
1. (You work in a hotel in Davao.) Mr Collins would like to cancel his
reservation, because the suite he reserved was too expensive and he
could not afford to pay for it (Rejection is not an option). What would
you do in order to maintain the reservation?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2. Ms Amelia Dela Vega called at your hotel, to ask if the payment she
made for her reservation on the 30th of August has been received,
because she hasn’t received any confirmation that it has been
received by the hotel, even though she has sent the receipt on July 8.
What would you do in this situation?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________

WRAP-UP

The process of reservations doesn’t end with acknowledging the guests request and
completing the required details. It continues through updating the reservations to
reconfirm the booking made and to update any details needed. How do we update
reservations?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 VALUING

Maintaining and updating a reservation is a tough job in the front office, because of
the many transactions that the Front Desk Agent needs to attend to aside from
their other duties. It is also important that need to make sure that the guests give
correct details and that they carry on their reservation.

Just like in education, nowadays, it’s extremely difficult to conduct face-to-face

classes, yet students need to continue learning and schooling. We all have to adjust
and update ourselves with tools and different forms of learning modalities, distance
learning being part of it. What about you, can you share what other things you are
trying to do in order to carry on with your education?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

POSTTEST

True or False. Write True if the statement is correct and False if not.

The hotel policy is that a guest can cancel a reservation, 72 hours before the
date, with a 50% refund and for cancellations made beyond 72 hours, the payment
is non-refundable.

__________1. Mrs Almeda can cancel her reservation with full refund, 4 days before
the booking.

__________2. In receiving cancellation requests, it is NOT necessary to provide the

guest with a cancellation number.

__________3. It is okay to make changes in the reservations, as soon as the guest

makes them.

__________4. Upon making the updates/changes, confirm with the guest if the
updates made are correct and inform them if there are any additional charges.

__________5. A sales agent uses the contact number given by the guest, to contact
them for reservation confirmation.
 KEY TO CORRECTION

True 5.
True 4.
False 3.
False 2.
False 1.

References
Online References:

Receive and Process Reservations: Maintain Reservations:

https://slideplayer.com/slide/5745539/
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