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Technical
Vocational
Livelihood
QUARTER

Front Office Services

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Technical Vocational Education
FRONT OFFICE SERVICES – Grade 12
Quarter 1 – Module 11: Operate Computerized Reservation System Lesson 2
First Edition, 2020

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

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 Front Office
Services

QUARTER 1

MODULE
Receive and Process
11 Reservations
Introductory Message

For the facilitator:

Welcome to the Front Office Services Self Learning Module on Operate

Computerized Reservation System LO2. Create and Process 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 Operate

Computerized Reservation System LO2. Create and Process 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

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 learner must be able to:

1. Know how to check the availability of the required booking;

2. Encode all customers’ details using the format required by the system; and
3. Understand the importance of downloading and printing the reservation
details.

PRETEST
Directions: True or False. Write T if the statement is true and F is false.

_____1. The agent who received the reservation is also responsible in processing it.

_____2. A booking may be done in another hotel that carries the same name.

_____3. Hotels DON’T accept walk-in inquiries.

_____4. Blocked-in a hotel, means you misbehaved in any way, which leads to being
banned in it.

_____5. A hotel only records data for its own benefit.

RECAP

What does CRS stand for and what is its functions?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

What types of bookings can a CRS process?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 LESSON

Before being able to operate a computerized reservation system, its importance

must be understood first.

A reservation has three key roles:

 To provide relevant information- information often requested from the guests

eg. Name, contact number, email address, etc.
 To make a booking- this is to reserve a room at a hotel, a table at a
restaurant, recreational activities, or even transportation.
 To encourage a sale- a room, table, activity or transportation may be
reserved, but it is still unsold. In order to encourage a sale, the down
payment for it must at least be paid.

In today’s modern hotels, computerization is becoming more and more important

for an efficient and effective operations in the Front Office. The hotel records data,
not only for the guests’ benefits, but also for the hotel’s, especially in data
analyzation of the sales, marketing and finance departments. With the use of
computers, the front office department can be assisted with their short-term and
long-term planning.
REMEMBER: A computerized reservation system is similar to our Facebook
account, it requires a password before you can log-in. This is to ensure that the
person using the system is an authorized personnel of the hotel.

This system is not only used for the reservation process, it may be used in
accessing other information.

Information Receptionists could Access using the Computerized

System
Typically, the receptionist (sales/reservations agent) with the responsibility for
bookings, will also be repeatedly involved in:

• Checking for room availability on the required dates- in the computerized

system, this is done more conveniently, since most of the time, all that is
needed is to input the required dates and all the available rooms will be
shown on the screen

REMEMBER: All booking requests must be checked on the system

before they are accepted, this is done in order to avoid overbooking
and double booking. In most cases, hotels and other hospitality and
tourism businesses do this, in order to ensure a reservation is taken,
however there are times when this is not possible.

• Entering guests’ reservation details

 • Varying the booking as required- room variations may be checked easier in
the computerized system, since almost all the room information is inputted
into the system

• Checking the guest in- once the guest arrives at the hotel, the booking
number is given to the front desk, in order to certify that he/she is the
correct guest. No more looking through different documents in order to find
the reservation, since the reservation can be found using the booking
number the guest will provide.

• Posting charges to guest folios- if there will be additional charges during the
guests’ stay, it would be easier to post them in the guest folio. All that may
be required to locate the folio is the booking number or the room number of
the guest.

• Preparing and presenting guest accounts- upon check out, the guests’
account can be easily found in the system, by the booking or room number
he/she provides

• Accepting payment

• Checking the guest out

Methods of booking
Booking requests can be made thru any of the following means:

Figure 1: Modes of Receiving Reservation Requests

Modes of receiving
reservation request

Verbal Written

In Person Fax

Telephone Letter

Internet

Source: Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi. Tata McGraw
Hill Education Private Limited p.65
Sources of bookings
Bookings may come from any of the following sources:

• System referrals from other properties of the chain- the booking is from
another hotel that carries the same name. E.g Mayor Vico Sotto lives in
Pasig, so he made a booking at Astoria Plaza, for 3 days, 2 nights stay in
Astoria Boracay. This is possible because Astoria Plaza and Astoria Boracay
are under the same chain.

• Travel agents- these are companies that process bookings of the guests, all
they (guests) have to do is to provide the needed information such as name
of the guests, number of guests, inclusive date/s of travel, etc. These
companies often offer packages, inclusive of transportation, accommodation
and activities.

• Tour operators- they are similar to travel agents, however, meals are
typically included when booking with tour operators.

• Airlines- booking for airplane seats

• Family and friends of the guests- a close family or friend of the guests is the
one who made the booking. E.g. Lee Min Ho is a Korean actor, due to his
busy schedule, his friend, Hyun Bin, made a booking on his behalf. Hyun
Bin put the booking under Lee Min Ho’s name and gave other required
information, in order to complete the booking.

• The guest themselves

• Businesses- this happens for conference guests and/or guests who were
sent by their companies.

• Groups

Obtaining the basic reservation information

In order to check the room availability we must determine the following:

• the date of the first and last nights

• the type of room preferred

• the name of the guest or business seeking the accommodation

• if they are

 a VIP- stands for “very important person”, may be a celebrity,

politician or person of high status

 Blocked- a room block often needs 10 or more rooms, to qualify for

the potential special rates, this typically happens if there is a
conference/ seminar at the hotel
  Black listed- blacklisting is when misbehaved guests are prevented
from booking with them by having their card marked in their
customer database. Sometimes, hotels under the same association
can black list the same person.

NOTE: Here in the Philippines, the Hotel & Restaurant Association of

the Philippines (HRAP) is an association that houses several
members, such as Edsa and Makati Shangri-La Hotels and Jollibee
Corporation.

• identification of any other potentially limiting factors- in checking room

availability, we also need to identify what are the possible limitations to the
booking and how we can possibly address it

Once a reservation has been successfully processed in the system, it must be

downloaded into the computer, printed out and filed accordingly. This is done in
order to secure copies of the reservation, so that if ever the system fails at any
moment, there will be back-up records of the reservations.

ACTIVITIES

Directions: Fill in the required details in Figure 2 using the given information in
Tables 1 and 2.
Table 1

Rizal Resort and Spa As of July 12, 2020

Room Price per Room Total Available
Room Type
ID night Description number rooms
R001 Single 3,000.00 One single bed,
Room private bathroom
with hot & cold
shower, mini bar
(2 bottled
water,1 coke in
10 6
can, 1 sprite in
can), smart
television, wifi
access, towels
and basic
amenities
R002 Twin Room 4,000.00 Two single beds,
private bathroom
with hot & cold
shower, mini bar
10 2
(2 bottled
water,2 coke in
can, 2 sprite in
can), smart
 television, wifi
access, towels
and basic
amenities- for
two persons
R003 Double 5,000.00 Double bed,
Room private bathroom
with hot & cold
shower, mini bar
(2 bottled
water,2 coke in
can, 2 sprite in
10 3
can, 2 pineapple
juice in can),
smart television,
wifi access,
towels and basic
amenities- for
two persons
R004 Suite 6,000.00 One bedroom
with one double
bed, a living and
dining space,
private bathroom
with hot & cold
shower, mini bar
(2 bottled 10 3
water,1 coke in
can, 1 sprite in
can), smart
television, wifi
access, towels
and basic
amenities
NOTE: All rooms are inclusive of free breakfast for two, except the Single Rooms.

Table 2

Mr Richard Gutierrez
2 suites, 1 twin room, 3 double room
August 21 to 23, 2020
Lunch buffet for 12 from Aug. 21 to 23
09223341567
Expiration: January 2021
richgutz@mnl.ph
0001-2398-4576
1509 SM Light Residences, Madison, Mandaluyong, Metro Manila
October 18, 1985
Credit Card
 Figure 2

Rizal Resort and Spa

Booking Date

Booking ID RRS001902

General Details

Name Preferences

First Name Number of guests

Last Name Room Type

Birthday Floor

Month Day Year Arrival [date]

Gender Departure [date]

Phone number Food and menu

Ala Carte Restaurant

Buffet Restaurant

E-mail address

Home/Office Address

Unit no. Lot number Block number

Street Subdivision

City/Municipality Province
Region Zip code

Total bill
Directions: Fill in the needed payment details, based on the given information in
Table 2 and Figure 2.
Payment Details

Amount to be paid

Mode of Payment

Cash

Card

Bank Deposit

Cash Payment

Payer’s Name

First Name Last Name

Amount Paid Receipt Number Date

Card Payment

Cardholder’s Name

First Name Last Name

Card Type Card Number

Credit Card

Debit Card

Bank Deposit

Depositor’s Name

First Name Last Name

Amount Deposited Receipt Number Date

 WRAP-UP

Why is it necessary for us to download and print reservations, other than saving it
in the software?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

VALUING

We need to be familiar with the system features of a computerized system, so that

we can utilize it better. Similarly in real life, our current situation due to the
pandemic, has created a demand for more use of internet and computers under
“new normal”. For education to continue, students resort to distance learning and
acquire new ways of learning with gadgets and internet as their tools. Can you cite
another example wherein you had to familiarize yourself with something new, in
order to utilize it well?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

POSTTEST

Directions: True or False. Write T if the statement is true and F is false.

_____1. Processing the reservation is the responsibility of the agent who

acknowledged it.

_____2. Edsa Shangri-La Hotel could process a booking for a stay at Shangri-La
Boracay.

_____3. A hotel with a total of 35 rooms, 30 are occupied and 2 are under
maintenance, CAN’T accept walk-in guests.
_____4. Ms Pam may be blocked from entering Rizal Resort and Spa because she
shouted and cursed at a waiter, because of accidentally spilling water on her
expensive dress.

______5. All that may be required to locate the folio is the booking number or the
room number of the guest.
 KEY TO CORRECITON

F 5.
F 4.
F 3.
T 2.
T 1.
Pre-test and Post-test

References
Published Reference:

Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New

Delhi. Tata McGraw Hill Education Private Limited

Online References:

Operate Computerized Reservation System:

https://slideplayer.com/slide/7006316/

Hotel & Restaurant Association of the Philippines members:

https://www.main.hrap.org.ph/hotelmembers
Definition of blocked guests: https://www.yellowumbrellaevents.com/what-you-
need-to-know-about-hotel-room-blocks-for-your-
wedding/#:~:text=A%20room%20block%20is%20a,for%20special%20rates%20or%
20concessions
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