7/8

Technology and
Livelifood
Education

Front Office Services

Exploratory
Quarter 1 – Module 2:
Mensuration and Calculation
TLE – Grade 7/8
Alternative Delivery Mode
Quarter 1 – Module 2: Front Office Services Exploratory -Mensuration and Calculation
First Edition, 2020

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 7/8

Technology and
Livelihood
Education

Front Office Services

Exploratory
Quarter 1 – Module 2:
Mensuration and Calculation
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.

2
For the learner:

Welcome to the Technology and Livelihood Education Alternative Delivery Mode

(ADM) Module on Front Office Services Exploratory (Mensuration and Calculation!

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 in the success of hotel
operation. It is the department which 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 designed to provide you full knowledge of performing simple mensuration
and calculation. 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.

What I Have Learned This includes questions or blank

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 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!

4
 What I Need to Know

This module was written and prepared to help you learn the knowledge and
skills of performing mensuration and calculation. This competency pertains to
preparing a simple report from arrival to the departure of customers. This front
office function ultimately affects the hotel’s services. It is relevant to prepare correct
reports that can be easily pulled out in times the guests have concerns, requests,
and complaints. The report reflects the well-organized system of the hotel.

This module contains the following lesson:

Lesson 1 – Performing Mensuration and Calculation
1. Prepare simple reports from guest’s arrival to departure.

After going through this module, you are expected to:

1. Prepare a simple’s report from arrival to departure.

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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. What is the report that contains name of guest to leave on a particular date.
a. Arrival report b. Departure c. Occupancy d. Pre-arrival

2. The Guest cycle has ____________stages.

a. four b. six c. three d. two

3. What is the report that contains name of guest to leave on a particular date.
a. Arrival report b. Departure c. Occupancy d. Pre-arrival

4. The room assignment takes place in ___________.

a. Arrival stage b. Departure stage c. Occupancy d. Pre-arrival

5. The last stage of the Guest Cycle is ____________.

a. Arrival report b. Departure c. Occupancy d. Pre-arrival

6. This provides the date the guests are expected to leave or vacate the room.
a. arrival time b. departure date c. list of guest d. voucher

7. Who ensure the room is clean and ready upon guest arrival?
a. Bellmen b. Front desk c. Housekeeping d. Porter

8. This aid in the scheduling of the rooms to be cleaned and inspect before the
guest leave and checked-out.
a. EEA b. EET c. ETA d. ETD

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

10. The arrival report is done during what stage?

a. Arrival stage b. Departure c. Occupancy d. Pre-arrival

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Lesson
Mensuration and Calculation
2
One of the most essential competencies in Front Office Services is
performing mensuration and calculation. It pertains to the preparation of reports
from guest’s arrival to departure. These reports contain valuable information about
the guest. They help in determining and calculating the number of a confirmed
reservation, cancellation, no-show, and the number of extended guests.
Front Office prepares many reports to keep the smooth operation of the
business. It is through preparing accurate reports such as Guest Arrival and
Departure reports that the hotels ‘can efficiently and effectively provide satisfactory
customer service function and at the same stick to their goals of providing their
guests a pleasant and remarkable hotel experience.

What’s In

Front office staff can effectively attend to the guest if they have full
knowledge of the hotel’s business processes. Guest Cycle can be regarded as an
organized system of the hotel’s operation.
The Guest Cycle begins when the guest makes a reservation and confirmed
his/her booking. The Pre-arrival stage is where the guests make a reservation
either through a call or email and discuss to the front office the details of the
reservation including the room preference, room rate, and special requests. The
business agreement between the guest and the hotel is made. During this stage,
the hotel guarantees room availability when the guest comes and checked-in.
The second stage is the Arrival stage. It is a very important stage of the
guest cycle since it impacts the quality of the hotel’s services. The front office
makes use of the arrival report to make sure that no problem will arise upon
checking-in of the guest. The front office staffs confirm from the guests the
reservation before they check-in them and begin the registration process. The guest
fills up the form and signs it. The form contains information such as the billing
instruction, reservation details, number of adults and children occupying, address,
passport and visa for foreign national address, personal information, and credit
card details.
When the guest checked-in, the Occupancy stage takes place. In this stage,
the guest accommodates the room and enjoys the stay in the hotel. Front Office
coordinates from time to time and provides the necessary information and needed
services of the guest.
The Departure stage is the last stage of the Guest cycle. The night auditor
verifies all the transactions including the billings and other charges for extra
services made. The guest room is checked and inventory is done. Departure report
is prepared and settlement of the incurred bills is paid by the guest.

7
 What’s New

Activity 1. HARD WORD SEARCH PUZZLE

There are 20 hidden words in the puzzle for you to find. The following hints are
provided for you.
➢ Each word begins with a different letter in the alphabet.
➢ Words may appear in any direction.
➢ Words are all related to the Front office services and functions.

Circle the word in the puzzle as you find them. Write them in the blank below.

A R T N N Y O I E E D G J D O A R S N B
R W E O K H P O A E D A G R T C D F L H
R I N S C N H P T I H I A S F C E R R S
I O M H D O O G J A G O D T E O P A M I
V K O O S K T O D A K G E E H M A G E N
A M P W A R E C E P T I O N M O R H E D
L E L Y W P L O P P N H S E J D T W T A
R A N G A H G H A R R I V A L A U R O W
E A W B D L A M R E M D H A G T R T S O
P E I A C A E P T E E M D A L I E R E R
O Y D I E E K A U E Q A L I G O R E R K
R W G L S I M P R 0 C E S S H N E W V P
T Q U L R O L S E I H O P N S R P U E L
W C E E R P R R G S E U F D S T O R D A
A W S D T O D T E S A P G R O N R M D C
D E T A I L S I A R E S E R V A T I O N
I A K J G R E O P A I O M U A M C B I L
L E F L F O L I O A M P S R A E C A K E
M T G K T O E P F E O A H B E D K I I L
P L H R E M E O S T P D A N K F U R G E
S F R O N T O F F I C E E N D G A R T S
W N O U U Y Q K H G F P I M I A R M D S
T B A E I P Z L K N D D O W O M A L L S
Z C M I S E R V I C E S U A D D R E S S

_____________ _______________ _______________ _________________

_____________ _______________ _______________ _________________
_____________ _______________ _______________ _________________
_____________ _______________ _______________ _________________
_____________ _______________ _______________ ________________

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 What is It
What is arrival report?
The hotel used the Arrival report to provide records of guests arriving at a
specific time and date. It provides necessary details about the guests’ arrival date,
time, the room reserved, payment, special requests, etc. Arrival report is given to
other departments such as porter and concierge, housekeeping, security, laundry,
food and beverage, and kitchen for proper delegation of needed services.
Today, most of the hotels have the computer system to which they can easily
record and encode the necessary information needed for the report.

The following are the details included in the arrival report.

1. Arrival date. It supplies the alphabetical listing of the guests expected to
arrive on a particular day and time.
2. Departure date. This provides the date the guests are expected to leave or
vacate the room.
3. Estimated time of arrival (ETA). This is important especially for the
housekeeping department to make sure that the room is clean and ready
upon guest arrival.
4. Estimated time of departure (ETD). This aids in the scheduling of the
rooms to be cleaned and inspect before the guest leave and checked-out.
5. Guest name. This helps the staff to properly acknowledge and identify the
guests when they have special requests or services.
6. A number of guests. This detail provides the housekeeping department to
place an appropriate number of needed toiletries such as towels, shampoo,
toothbrush, toothpaste, soaps, extra pillows, or extra beddings if needed.
7. Room type. It specifies the room type whether single, double, twin, or suite.
8. Room rate. It indicates the price and appropriate services intended for the
room reserved.
9. Booking guaranteed or not. This confirms the reservation regardless the
guest arrives or not. It also means that the room must be ready and
prepared.
10. Special requests. This lists the special services requested by the guest and
must be coordinated with the concerned departments.
11. VIP. This must be noted to give special treatment to the Very Important
Person. VIP’s are escorted by the general manager to their room.
12. Some VIPs (royalty for instance). This lists the less prominent person such
as actors or actresses. Like VIP’s they are also escorted by the hotel’s
manager going to their room.
13. Complimentary guest. This should also be listed and be given a room even
they are not paying for it. They are guests who are winners or a previous
guest who comes back because the recent stay had problems.

FIGURE 1. Arrival Report

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What consist of departure report?

A departure report is used to determine the guest who is scheduled for check
out on a particular date and time.
It can be done two ways:
a. By name
b. By room

It contains the following information:

1. Guest Name
2. Res ID
3. Date Res (Reservation Date)
4. Date Out (Departure Date)
5. Adults
6. Child
7. Room Number
8. Rate
9. Rate Name
10. Group/Corporate Name

FIGURE 2. Departure Report

Importance of Arrival and Departure Report

1. It facilitates the reservation and departure process.
2. Ensures the availability of the room upon the arrival of the guests.
3. It connotes the preparedness of the hotel in accommodating guests.
4. It shows the effectiveness of the front office in coordination with other
departments.
5. It reflects an organized and smooth workflow of the hotel.
6. It allows adjustments to the additionally needed staff especially during peak
season.
7. Ensure that all guests are properly attended and taken care of.

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 What’s More

Activity1. Write T if the statement is TRUE, and Write F if otherwise. Write the
letter of your answer on a separate sheet of paper.
__________1. The Arrival report lists the expected guest arriving on a particular day.
__________2. In Departure stage, the housekeeping department checks the room.
__________ 3. The Front office creates the first impression of the guests towards the
hotel.
__________4. Actor and actresses are considered VIPs.
__________5. The guest confirms the reservation at the occupancy stage.
___________6. ETA is important especially for the housekeeping department to make
sure that the room is clean and ready upon guest arrival.
__________7. The Guest cycle has three stages.
___________8. The room type indicates the price and appropriate services intended
for the room reserved.
__________9. Departure is the third stage of the guest cycle.
__________10. Departure report provides the number of expected guests.

Assessment1. Below are the activities in the Guest Cycle. Identify as to what
stages they occur. Write only the letter of your answer to the blank.
a. Pre-arrival b. Arrival stage c. Occupancy d. Departure stage

__________11. The night auditor prepares the statement of account.

__________12. Checking- in of the guest.
__________13. The guest vacates the room.
__________14. The guest confirms the reservation.
__________15. The porter assists the guest to the room.
__________16. The guest occupies the room.
__________17. Sign the registration form.
__________18. Settle the bill.
__________19. Ask for laundry services.
__________20. Make a special request.

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 What I Have Learned

Front office mensuration and calculation involve with the preparation

of _________and _________ reports. Arrival report provides records of guest

__________ at a specified time and date. While departure report is made to

determines the guest who are ____________ on a particular day. These reports

facilitate ___________and ____________processes and ensure that all the guests are

properly attended and taken care of.

Front Office department can effectively prepare accurate arrival and

departure report by knowing the guest cycle. The guest cycle has ________stages.

These stages are _____________, ______________, _____________and _____________.

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 What I Can Do

1. Make your Arrival and Departure Reports. Refer to the contents needed on
pages 9-10 and for the sample format. You may use a separate sheet of
paper for the activity.

Be guided in the following rubric.

Level 90-100 % Excellent All-important info adequately delivered and shows
1 proficient understanding of the subject matter.
Level 80-90% Very Good Most of the info adequately delivered and shows
2 proficient understanding of the subject matter.
Level 70-80 % Good Some of the info are adequately delivered and shows
3 proficient understanding of the subject matter.
Level 60-70% Needs work Some of the important info are adequately delivered and
4 show basic understanding of the subject matter.
Level 50-60% Poor None of the important info are delivered and failed to
5 show an understanding of the subject matter.

Assessment

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

1. What is the first stage of Guest Cycle?

a. Arrival b. Departure c. Occupancy d. Pre-arrival

2. What do you call the report that provides records of guests arriving at a
specific time and date?
a. Arrival report b. Commission report c. Departure report d. Revenue
report

3. Who escorted the VIPs going to their room?

a. Bellmen b. General manger c. Porter d. Receptionist

4. This determines the cost or level of services to the guest.

a. guest name b. room rate c. room type d. VIP

5. 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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6. What is the report that contains name of guest to leave on a particular date.
a. Arrival report b. Departure c. Occupancy d. Pre-arrival

7. What is the form signed by the guest during reservation?

a. Arrival form b. Departure slip c. Guest slip d. Reservation form

8. The Guest cycle has ____________stages.

a. four b. six c. three d. two

9. The arrival report is done during what stage?

a. Arrival stage b. Departure c. Occupancy d. Pre-arrival

10. It specifies the room type whether single, double, twin, or suite.
a. Folio b. Guest history c. Room Rate d. Room Type

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 Additional Activities

Read and study the following and be familiarized with the hotel reservation
process. You can also view or watch other related videos from YouTube.

Hotel Reservation Dialogue

R: Good morning. Welcome to the Shera Hotel.

C: Hi, Good morning. I’d like to make a reservation for this weekend. Do you have
any vacancies?
R: Yes sir, we have several rooms available. And what is the exact date of your
arrival?
C: The 22nd.
R: How long will you be staying?
C: I’ll be staying for two nights.
R: How many people is the reservation for?
C: For two people
R: And would you like a single room?
C: yes, please.
R: Great. And would you prefer to have a room with a view of the beach?
C: Sure. What’s the rate for the room?
R: Your room is P600 per night. Now what name will the reservation be listed
under?
C: Bon Ryan Pascua
R: Could you spell your last name for me, please?
C: Sure. P-A-S-C-U-A
R: Could you tell me your telephone number?
C: Yes, my cell phone number is 09085444144.
R: Great. Now I’ll need your credit card information to reserve the room for
you. What type of card is it?
C: Visa. The number is 123456789.
R: And what is the name of the cardholder?
C: Bon Pascua
R: Alright, Mr. Pascua, your reservation has been made
C: Great, thank you so much.
R: My pleasure. Have a nice day.

15
 16
What I Know What's More
1. 1. T 11. D
2. B 2. T 12. B
3. B 3. T 13.D
4. A 4. T 14. A
5. D 5. F 15. B
6. B 6. T 16. C
7. D 7. F 17. B
8. C 8. F 18. D
9. D 9. F 19. C
10.D 10.F 20. A
Assessment
1. D
2. A
3. B
4. B
5. C
6. B
7. D
8. A
9. D
10.D
Answer Key
References

Gaggioli, Alex, 6 Reports Your Hotel Should Run Every Night, January 20, 2016

Cloudbedswww.cloudbeds.com › articles

Kumar, Prince. Arrivals in Front Office, Published on Dec 11, 2017

Ktam , At the Hotel, ESLPrintables.com asTmk939,2011-10-27

Sobre Mi, Hotel Reservation Dialogues, https://englishpost.org/hotel-reservation-dialogues/

Front Desk - Departure Report, Setupmyhotel.comsetupmyhotel.com › fo-report,

http://support.roomkeypms.com/m/57282/l/537145-departure-report

Front Desk - Arrival Report - Setupmyhotel.comsetupmyhotel.com › fo-report,

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

17
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Meralco Avenue, Pasig City, Philippines 1600

Telefax: (632) 8634-1072; 8634-1054; 8631-4985

Email Address: blr.lrqad@deped.gov.ph * blr.lrpd@deped.gov.ph