7/8

Technology and
Livelihood
Education

Front Office Services

Exploratory
Quarter 1 – Module 1:
Tools, Equipment and
Paraphernalia
TLE – Grade 7/8
Alternative Delivery Mode
Quarter 1 – Module 1: Front Office Services Exploratory-Tools, Equipment and
Paraphernalia)
First Edition, 2020

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 7/8

Technology and
Livelihood
Education

Front Office Services

Exploratory
Quarter 1 – Module 1:
(Tools, Equipment and
Paraphernalia)
Introductory Message
For the facilitator:

Welcome to the Technology and Livelihood Education Alternative Delivery

Mode (ADM) Module on Front Office Services!

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 Technology and Livelihood Education Alternative Delivery Mode

(ADM) Module on Front Office Services!

The growing demand for hotel workers in the country leads to creating this course
module intended for you who desire to work in the hotel industry. Front Office
Department of a hotel has a significant contribution to the success of the hotel's
operation. It is the department that directly interacts with the customers.
Therefore, every Front Office Personnel must possess knowledge, attitude, values,
and skills in the field of Front Office.

Front Office Services is an exploratory and introductory course for Grade 7

students who wish to work as Front Office Desk or Personnel in the future. This
module is dedicated to assisting you to learn and be familiarized with the basic
FOS fundamentals, tools, equipment, and paraphernalia. After finishing this
module, you may continue pursuing Front Office Services NC II, learn the common
and core competencies and get the National Certification from TESDA after passing
the assessment. This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of

the lesson. This aims to help you discover
and understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

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 What I Have Learned This includes questions or blank
sentence/paragraph to be filled in to process
what you learned from the lesson.

What I Can Do This section provides an activity which will

help you transfer your new knowledge or
skill into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of
the lesson learned. This also tends retention
of learned concepts.

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

The teacher prepared this module to help you understand and learn the use
and maintenance of Front Office Services tools, equipment, and paraphernalia. The
knowledge, and skills discuss here agreed to the real and latest trends in Front
Office Services.

The preliminaries of this exploratory course include the following:

a. discussion of the relevance of the course,
b. explanation of the key concepts relative to the course,
c. exploration of career opportunities

The lessons presented in this module are as follows:

• Lesson 1 – Use tools, equipment, and paraphernalia
1.1. Identify FOS tools, equipment, and paraphernalia
1.2. Maintain tools, equipment, and paraphernalia
1.3. Perform after-care activities for tools, equipment, and paraphernalia

After going through this module, you are expected to:

1. explain basic concepts in FOS
2. discuss the relevance of the course
3. explore opportunities in FOS as a career
4. classify equipment, tools, and paraphernalia according to types and functions
5. describe equipment, tools, and paraphernalia based on the specific task

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 What I Know

Let us know how much you already know by taking this Pre-test.
I. Choose the letter of correct answer. Write the chosen letter on a separate sheet of
paper.

1. This type of equipment used to collect Information for guest.

a. Cash Register b. Key rack c. Information rack d. Voucher rack

2. It is a mechanical or electronic device for calculating and recording sales

transactions, and an attached cash drawer for storing cash.
a. Calculator b. Cash Register c. Key rack d. Postage scale

3. It is the control center of the hotel.

a. Accounting Department b. Front Office Department
c. Housekeeping Department d. Marketing Department

4. It is used to warn against dangerous hazards.

a. Caution signs b. Danger signs c. Safety signs d. Sprinkler

5. This machine is used to stamp the time and date on all mails, handwritten
messages which come to or are used by the Front Desk.
a. Cash Register b. Credit card c. Fax Machine d. Time Stamp

6. Among are the occupations one can have after completing FOS except
a. Bellmen b. Chef c. Concierge d. Receptionist

7. It is located in the Concierge area and is used to determine the postage

required for letters and small packages which a guest or the hotel wishes to mail.
a. Cash Register b. Front Desk c. Key rack d. Postage scale

8. It is a machine used to sprinkle water in case of fire.

a. Fire extinguishers b. Folio trays c. Sprinkle systems d. Smoke
detectors

9. It is used to file reservation form at the front desk.

a. Folio tray b. Hypercom c. reservation rack d. registration rack

10. It is used to keep vouchers.

a. Drawer b. Cash register c. Key rack d. Voucher rack

11. An array of numbered compartments used to store guestroom keys.

a. Drawer b. Guest rack c. Key rack d. Voucher rack

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12. What do you call the CCTV cameras for security personnel to monitor
certain areas of hotel?
a. Computer b. Multi-zone timer c. Security Monitor d. TV

13. It indicates danger signs ahead.

a. CCTV camera b. Computer c. Danger signs d. Safety signs

14. What do you call the person who carry the luggage of the guest?
a. Concierge b. Bellmen c. Porter d. Receptionist

15. The area within the hotel responsible for guest reservation, registration,
service and payment.
a. Accounting b. Cashier c. Front Desk d. Front Office

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 FRONT OFFICE SERVICES
Preliminaries

Front Office Services are provided in the hotel industry. It was started during
6th Century B.C. as the lodging industry began and progress up to this time. The
hotel industry is considered the oldest endeavor in the world. The main goal is to
provide accommodation to the guest including other needs like foods,
entertainment, and many others.
The Hospitality Industry provides income and employment to people and to
our country. Hospitality refers to the services given to the guest of a hotel and
other related establishments like resorts, travel agencies, restaurants, and other
entertainment and relaxation centers.
Front Office Department plays an important role in a hotel establishment. It
is the face or control center of the hotel. It directly interacts with the guest and
creates first impressions of the kind of services they provide to the customers.
Front Office Department makes sure that the guests are attended politely and given
necessary needs and services.
Traditional Front Office functions include reservation, registration, room and
rate assignment, guest service, room status, maintenance, and preparing of the
guest account and creation of their history.

What’s In

Front Office acts as a front liner of hotel services. Quality front office
functions contributed much to the success of hotel operation. It requires
knowledge, strong communication and interpersonal skills, training and technical
know-how to be an effective front office personnel.

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Duties and Responsibilities of other Front Office personnel:
a. Front Office Desk Clerk/Receptionist – Handles guest inquiries, room
reservations, and other administrative duties.
b. Guest Service Attendant/Bellman – Accompanies the guest to the room and
pulls their luggage in a rack.
c. Telephone Operator – Handles all telephone communication. Provide quick
organized and polite services including giving wake-up calls to the guest.
d. Travel Agency Reservation/Ticketing Officer – Assist guests when booking
travel arrangements such as hotel rooms, airline tickets, rental cars, and cruise
cabins.
e. Concierge – Handles all guest mail, information, parcels, and other queries of
places of tourist interest.
f. Front Office Manager – Oversee the front office transactions. Supervise front
office personnel and transactions.
g. Hotel Night Auditor – Verify and validate front office cashier vouchers and
transactions. Prepare a statement of accounts and audit report.

How Front Office Department Functions?

In a small hotel, the Front Office Department has only one or two persons
who handle everything. While in bigger hotels, the front office is divided into several
departments such as reservation, reception, concierge, bellhop, communication,
and auditing department.
The reservation department attends to the call and queries of the guests.
This includes making notes particularly the room preferences and booking dates of
the guests. When guests arrived at the hotel, they are greeted in the reception and
checked-in in the room reserved. Inventory of the available rooms is also done by
the reception.
The guest can ask the concierge department about the nearest tourist
attractions in the area and other activities they can have while enjoying the place.
Guests are assisted by the bellhop to bring their luggage to their room. They
also provide other services as delivering the newspaper or magazines to the guests’
room.
Any services related to WIFI access, use of telephone and TV are handled by
the communication department. They monitor the local and international calls
made by the guest. Separate charges are made for IDD calls. The guest may also
request wake-up calls.
The auditing department verified and checked all the transactions and
added appropriate charges for extra services done for the guests. After which are
settled, the guest may be cleared and checked out in the hotel.

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 What’s New

Activity 1 A. Identify which of the six major functions of the hotel front office
(reservations, reception, communications, concierge, bellhop service, auditing) is
being described. Write your answer in a sheet of paper.
____________1. When a guest arrives at a hotel, an employee will often assist them
with getting their luggage up to their room.
____________2. The guest is visiting from out of town and does not know where the
best places to eat for dinner. In order to assist the guest, someone from the hotel
will provide them with dining options based on what type of food that person is
interested in eating.
____________3. Employees of the hotel are also responsible for adding appropriate
charges to the customer's bill, such as for movies rented and calls made from the
phone in their room.
____________4. When someone wants to stay at the hotel, they will call ahead of
time to make sure that a room will be held for them to occupy.
____________5. When the guest arrives at the hotel, they will be greeted by one of
the hotel's staff and get checked into their room. This individual will also take down
all of their information and give them their key.

B. Arrange the jumbled letters to form the correct Front Office job titles and
functions describe below. Write your answer in a separate sheet of paper.

ONCIECGRE 1. Handle all guest mail, information, parcels, and couriers

per procedures.

B L L E I N A T A P C 2. Attend to guest complaints and take prompt corrective

action.

OBYELLB 3. Handle guest arrivals like receiving baggage from the

porch and etc.
ETLPEOENH
POERTARO 4. Transfer all incoming calls to their respective destination.

ACHERIS 5. Handle cash and credit card payments.

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 What is It

Lesson
TOOLS, EQUIPMENT AND PARAPHERNALIA
1

Front Office Department cannot function well and provide efficient and
effective services to the guest without the tools, equipment, and paraphernalia. The
use of these materials facilitates transactions.

What are the Front Office Tools, equipment and paraphernalia and their
functions?

The Front office tools, equipment and paraphernalia include:

A. TOOLS
1. Front Desk – is a very important department in the hotel, making direct
contact with guests.
2. Filing Cabinet – is a piece of office furniture usually used to store paper
documents in file folders.
3. Key/room rack – This is used for keeping the keys of the guestroom in
sequential order of the guestroom present in the hotel.
4. Safety Deposit Box – This is a locked box in a hotel, etc. in which money,
documents, and other valuable items can be stored.
5. Reservation or information rack - This is used to collect the reservation slips
of the guest which are sent through post or mail.
7. Folio tray - This tray store and track the folio of the various registered guests
of the hotel and is used to maintain the folios safely for future use and reference.

B. EQUIPMENT
1. Computer – This is used widely in front office department for the purpose of
reservation, registration, accounting and auditing. It can also store and retrieve
important data of the guest to carry out various services. Hotel management
software is required to effectively use computers in hotel operations.
2. Printer – This is used to print guest folios and with multi-purpose trays
attached to print system generated paid-out and foreign exchange voucher.
3. Telephone – This is a telecommunication device used in the hotel to
communicate and receive calls and inquiries from the guest.
4. Fax Machine/PABX (Private Automatic Branch Exchange) – This is an
automatic telephone switching system within private enterprise.
5. Cash Register or Accounting post machine – This is a mechanical or electronic
device for calculating and recording sales transactions, and an attached cash
drawer for storing cash.
6. Credit card imprinter or Magnetic Strip Recorder – This a short strip of
magnetic tape attached to a credit card or debit card; it contains data that will tell
a reading device who you are and what your account number is, etc.

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C. PARAPHERNALIA
1. Reservation Form – This is the form which is filled by the reservation
assistant at the time of the request of the room from the guest.
2. Reservation Slip – This is a piece of paper which is filled up by the
reservation assistant after he/she finishes the reservation form.
3. Calculator – This is a small electronic device that is used for doing
calculations.
4. Cash receipt – This is an acknowledgment that a payment has been made.
5. Guest Folio – This is a record of transactions made by an individual or
independent guest with the hotel.
6. Log Book – This used by the front desk to records/reports that need
maintenance in the department.
7. Key card - A key card is a small plastic card which you can use instead of a
key to open a door or room in a hotel.

TOOLS

Front Desk Safety deposit box Folio tray

Reservation rack Key Rack Filing cabinet

EQUIPMENT

Computer Printer Telephone/Fax

Machine

Cash Register or Account Posting Credit card imprinter/reader

Machine

PARAPHERNALIA

Registration form Registration slip Cash Receipt Calculator

Guest Folio Log book Key card or Ving card

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Why do maintaining of tools, equipment and paraphernalia important?
Front Office tools, equipment, and paraphernalia should be clean and kept
properly. Regular inspection and checking must be done to make sure of the
smooth flow of work and safe workplace.
The electrical machines/equipment must be unplugged and checked the
condition after each use. Necessary cleaning and maintenance of equipment or
machine should be strictly done following standards operating procedures.
Electrical equipment has manual specifications when first bought. It includes
guides, tips, and instructions with the proper usage, operation, handling, and
maintaining as well as the Dos and Don’ts.
Preventive maintenance is necessary to avoid work delays, interrupted jobs,
poor services, and workplace accidents. Tools and equipment not properly function
must be repaired immediately while defective and worn-out tools and equipment
must be disposed of, and replaced with new ones.
Equally important aside from maintaining and cleaning tools and equipment
is to properly store the tools including providing appropriate, safe, and clean
storage for them.

Importance of Proper Storing of Tools, Equipment, and Paraphernalia.

1. It is important for safety and health as well as the smooth flow of business.
2. It enhances and reflects an organized workplace.
3. It lowers the maintenance expenses.
4. It guarantees the safe use of every tool and equipment.

Helpful Guides in Storing Tools and Equipment

1. Secure a designated place for every tool, equipment, and paraphernalia.
2. Organize by putting labels in your storing cabinet.
3. Store them near the workplace.
4. Clean and dry before storing.

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 What’s More
Activity 1. Classify the following tools according to their types.

a. Computer d. Folio Tray g. Guest Folio j. telephone

b. Key rack e. Calculator h. Reservation form
c. Fax machine f. Cash Receipt i. Room rack
Tools Equipment Paraphernalia

Assessment1. Identify the following tools, equipment, and paraphernalia described

below. Choose your answer from the word pool. Write your answer in a separate
sheet of paper.
Computer Fire extinguisher Guest Folio
Key rack Calculator Reservation Form
Folio tray Room rack Telephone
Fax machine Cash Register Cash receipt

____________________ 1. This is a small electronic device that is used for doing

calculations.
____________________ 2. This is a record of transactions made by an individual or
independent guest with the hotel.
____________________ 3. This is equipment used widely in front office department for
the purpose of reservation, registration, accounting and auditing.
____________________ 4. This is an active fire protection device used to extinguish or
control small fires, often in emergency situations.
____________________ 5. This is an acknowledgment that a payment has been made.
____________________6. This is the form which is filled by the guest.
___________________ 7. This is used for keeping the keys of the guestroom.
____________________ 8. This displays all of the rooms in room order (as set up in
the Managers Configuration) with the status, room type and condition of the room.
____________________ 9. This is a mechanical or electronic device for calculating and
recording sales transactions, and an attached cash drawer for storing cash.
____________________10. This tray stores and tracks the folio of the various
registered guests of the hotel and is used to maintain the folios safely for future
use and reference.

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 What I Have Learned

Front Office is the _____________of the hotel. It main functions include

reservation, registration, ____________, ______________, ______________and
auditing. Front office department can effectively serves the guest with the
proper use of tools, _____________ and ______________.
The tools used in the Front office include the front desk, filing cabinet,
key/room rack, safety deposit box, reservation or information box, and Folio
tray.
Transactions made easy though the use of different machines or
equipment like computer system, ____________, ___________and Cash
Register.
The records of the guest are written in the _______________. Guest
Folio is kept and maintains by the cashier and verifies and checks by the
___________.

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 What I Can Do

Explain the following.

1. Why the front office is considered the face or the control center of the hotel?
___________________________________________________________________________
_____________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
______________________________________________________________________
2. What other things take place at the hotel aside from greeting the guests?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
______________________________________________________________________

Assessment

I. Choose the letter of the best answer. Write the chosen letter on a separate sheet
of paper.

1. What is the best definition for the tourism industry?

a. A businesses that provide services to people
b. A businesses that moves people from one place to another
c. A businesses that organizes and promotes travel and vacations
d. None of these are correct
2. What technology tool is essential for today’s hospitality businesses?
a. Computerized cash register
b. Property Management System
c. Recordable locking system (credit card style key)
d. Computer with network
3. Who does the registration of the guest?
a. Bellmen
b. Concierge
c. Reservation
d. Telephone Operator

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 4. All bills and check payment are encoded in ______________.
a. Cash Register
b. CCTV
c. Computer
d. Telephone
5. What is the equipment used in keeping information of the guest?
a. Folio tray
b. Guest Folio
c. Information rack
d. Voucher rack
6. It is a mechanical or electronic device for calculating and recording sales
transactions, and an attached cash drawer for storing cash.
a. Calculator
b. Cash Register
c. Key rack
d. Postage scale
7. The area within the hotel responsible for guest reservation, registration,
service and payment.
a. Accounting
b. Cashier
c. Front Desk
d. Front Office
8. It is used widely in front office department for the purpose of reservation,
registration, accounting and auditing.
a. Accounting post machine
b. Calculator
c. Cash register
d. Computer
9. What do you call the person who carries the luggage of the guest?
a. Concierge
b. Bellmen
c. Porter
d. Receptionist
10. It is used to file reservation form at the front desk.
a. Folio tray
b. Hypercom
c. Reservation rack
d. Registration rack

II. Identify the following tools and equipment.

11. 12. 13.

_______________ ______________ _______________

14. 15.
__________________ ___________________

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 Additional Activities

.
Do the following activity.
A. Write the major functions of front office department.
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

B. Make a compilation of the different front office tools and equipment.

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 19
What I Know
1. C
2. B
3. B
4. A
5. D
6. B
7. D
8. C
9. D
10.D
11.C
12.C
13.C
14.C
15.D
What's More Assessment
Activity 1. Assessment 1. C
2. D
TOOLS PARAPHERNALIA 11. calculator
3. C
1.b 8. F 12. Guest Folio 4. A
5. C
2.d 9.g 13.Computer 6. B
7. C
3. i. 10.h 14. Fire extinguisher 8. D
9. C
EQUIPMENT 15. Cash receipt 19. Cash register
10.C
4. a 7. J. 16. Reservation form 20. Folio Tray 11.Reservation rack
12.Fax machine
5. c 17. Key rack 13.Cash register
14.Folio tray
6. f 18. Reservation rack 15.Computer
Answer Key
References

1The Guest Cycle in hotel - Four Stages and Diagram, Setupmyhotel.com

https://setupmyhotel.com/train-my-hotel-staff/front-office-training/131-the-
guest-cycle-in-hotel.html

2 CBSE Academic, Basis of Front Office, Vocational/2015,

http://www.cbseacademic.nic.in/web_material/Curriculum

3Judd Fire Protection, The Importance of Fire Sprinkler Systems, Hun 15, 2018
www.judfire.com>blog>importance-fire-sprikle-system

4Lords Institute of Management, FRONT OFFICE — The Right Hand of Hotels,

Aug 14, 2018, https://medium.com/@lordsinstitutesurat/front-office-the-right-
hand-of-hotels-69a68e7c2bee

5tutorialspoint, Front Office Management Structure,

https://www.tutorialspoint.com/front_office_management_structure.htm

6 Yuanxin (Amy) Yang Alcocer, Joseph Shinn, Front Office Functions

https://study.com/academy/lesson/hotel-front-office-functions-
responsibilities.html

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