Competency-Based Curriculum A. Course Design: Operating Procedure Document Code Program Registra-Tion

Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 1
PROGRAM REGISTRA-
Issued by Date
TION
Certification 08 March 2017
Office
TESDA-OP CO-01-F11
(Rev.No.00-03/08/17)
COMPETENCY-BASED CURRICULUM
A. Course Design
Course Title: FRONT OFFICE SERVICES

Nominal Duration: 18 Hours (Basic) 24 Hours (Common)
400 Hours (Core)
Qualification Level: Front Office Services NC II
Course Description: This course is designed to enhance the knowledge,
skills and attitude of Front Office personnel in ac-
cordance with industry standards. It covers the ba-
sic, common and core competencies on receiving
and processing reservations, operating a computer-
ized reservation system, providing reception and ac-
commodation services, conducting night audit, pro-
viding club reception services and providing porter
services.
Trainee Entry Trainees or students wishing to gain entry into this

course should possess the following require-
ments:
can communicate in English both in the oral and
written form; and can perform basic mathematical
computation.
This list does not include specific institutional re-
quire ments such as educational attainment,
appropriate work experience, and others that may
be required of the trainees by the school or training
center delivering the TVET program.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 2
PROGRAM REGISTRA-
Issued by Date
TION
Office
Course Structure
Basic Competencies
No. of Hours: (18 Hours )
Unit of Competency Module Title Learning Nominal
Outcomes Duration
1. Participate 1. Participating in 1.1 Obtain 4.5 hours
inworkplace workplace com- and convey
communica- munication workplace in-
tion formation
1.2 Speak
English at a
basic opera-
tional level
1.3 Com-
plete relevant
work related
documents
1.4 Partici-
pate in work-
place meeting
and discus-
sion
2. Work in a team 2. Working in a 2.1 De- 4.5 hours

environment team environ- scribe and
ment identify
team role
and re-
sponsibil-
ity in a
team
2.2 De-
scribe
work as a
team
member
2.3 Work ef-
fectively
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 3
PROGRAM REGISTRA-
Issued by Date
TION
Office
with col-
leagues
2.4 Work in
socially di-
verse envi-
ronment
3. Practice career 3. Practicing ca- 3.1 Inte- 4.5 hours
professionalism reer profession- grate per-
alism sonal ob-
jectives
with orga-
nizational
goals
3.2 Set and
meet work
priorities
3.3 Main-
tain pro-
fessional
growth
and devel-
opment
4. Practice occupa- 4. Practicing occu- 4.1 Evalu- 4.5

tional health pational health ate hazard
and safety and safety and risks
4.2 Control
hazards
and risks
4.3 Main-
tain occu-
pational
health and
safety
awareness
4.4 Perform
basic first-
aid proce-
dures
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 4
PROGRAM REGISTRA-
Issued by Date
TION
Office
Common Competencies
No. of Hours: (24 hours)
Unit of Compe- Learning Out-
Module Title
tency comes
1. Develop and 1. Developing and updat- 1.1 Seek in- 4.8 hours
update in- ing indus-try knowl- formation on
dustry edge the industry
knowledge 1.2 Update
continuously
relevant indus-
try knowledge
1.3 Develop
and update lo-
cal knowledge
1.4 Promote
products and
services to cus-
tomers
2. Observe 2. Observing workplace hy- 2.1 Follow hy- 4.8 hours
workplace giene proce-dures giene proce-
hygiene pro- dures
cedures 2.2 Identify
and prevent
hygiene risk
3. Perform 3. Performing com-puter 3.1 Plan and 4.8 hours

computer op- opera-tions prepare task to
erations be undertaken
3.2 Input data
into a com-
puter
3.3 Assess in-
formation us-
ing computer
3.4 Produce/
output data us-
ing computer
system
3.5 Maintain
computer sys-
tem
4. Perform 4. Performing work-place 4.1 Practice 4.8 hours
workplace and safety practic-es workplace pro-
and safety cedures for
practices health, safety
and security
practices
4.2 Perform
child protection
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 5
PROGRAM REGISTRA-
Issued by Date
TION
Office
duties relevant
to the tourism
industry
4.3 Observe
and monitor
people
5. Provide effec- 5. Providing effective cus- 5.1 Greet cus- 4.8 hours
tive customer tomer service tomers
service 5.2 Identify
customer
5.3 Deliver
service to cus-
tomer
5.6 Handle
queries
through use of
common busi-
ness tools and
technology
5.5 Handle
complaints/
conflict situa-
tions, evalua-
tion and rec-
ommendations
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 6
PROGRAM REGISTRA-
Issued by Date
TION
Office
Core Competencies
No. of Hours:(400 hours)
Unit of Competency Module Title Learning Nominal
Out- Duration
comes
1. Receive and 1. Receiving and 57 hrs 14
process reserva- pro-cessing mins
tions reservations
2. Operate a com- 2. Operating a 57 hrs
puterized reser- com-puterized 14min
vations system reserva-tions
system
3. Provide accom- 3. Providing ac- 57hrs
modation recep- com-modation 14mins
tion services recep-tion ser-
vices
4. Conduct night 4. Conducting 57hrs
audit night au-dit 14mins
5. Provide club re- 5. Providing club 57hrs
ception services re-ception ser- 14mins
vices
6. Provide 6. Providing 57hrs
concierge and concierge and 14mins
bell services bell services
7. Provide cashier- 7. Providing 57hrs
ing services cashiering ser- 14mins
vices
Elective Competencies ( if any)
No. of Hours: (_____)
Unit of Compe- Module Title Learning Nominal
tency Outcomes Duration
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 7
PROGRAM REGISTRA-
Issued by Date
TION
Office
Assessment Methods: Written exam, Interviews, Questioning, Simulation,

Demonstration, Observation, Third party
Role-play
Course Delivery:
 The training is based on curriculum developed from the compe-

tency standards;
 Learning is modular in its structure;
 Training delivery is individualized and self-paced;
 Training is based on work that must be performed;
 Training materials are directly related to the competency stan-
dards and the curriculum modules;
 Assessment is based in the collection of evidence of the perfor-
mance of work to the industry required standard;
 Training is based both on and off-the-job components;
 Allows for recognition of prior learning (RPL) or current com-
petencies;
 Training allows for multiple entry and exit; and
 Approved training programs are Nationally Accredited
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 8
PROGRAM REGISTRA-
Issued by Date
TION
Office
Resources:
(List of recommended tools, equipment and materials for the

training of
(no. of trainees) trainees for (title of program/qualification).
TOOLS EQUIPMENT MATERIALS

QTY QTY QTY
1 pc. Credit Card 2 Computer (with 1 Log book
Voucher units reservation sys-
holder tem) and printer
2 units Bell boys cart 1 pc. Cash register 2 pcs. Room key
1 pc. Fake Bills detec-
tor
1 pc. Hypercom 2 pcs. Ving card
1 pc. Credit card im- 1 pc. White board/cork
printer board
1 pc. Key card marker 5 pcs. Empty envelopes
1 pc. Key Card verifier 5 pcs. Luggage tag
1 pc. Key rack
1 pc.  Cash box
drawer
1 pc.  Guest folio
rack
2 pcs.  Telephone
1 pc.  Typewriter
1 pc.  Fax machine
5 pcs.  Calculator
1 pc.  Safety deposit
box/ drop vault
4 pcs.  Lapel micro-
phone
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 9
PROGRAM REGISTRA-
Issued by Date
TION
Office
Training Resources/ Ma-


terials:
 25 pcs. Registration form
 Cancellation
5 pcs.
booking form
 5 pcs. No-show forms
25 pcs. General folio
Credit card
25 pcs.
voucher
25 pcs. Different forms
5 pcs. Notice slip
Facilities:
Size in Me- Area in Sq. Me- Total Area in Sq.
Space Requirement
ters ters Meters
Lecture 8 x 7 m. 56 sq. m. 56 sq. m.
Learning Resource Cen-
3 x 5 m. 15 sq. m. 15 sq. m.
ter
Facilities/Equipment/
21 sq. m.
Circulation Area
Total workshop area: 92 sq. m.
Qualification of
Instructors/Trainers:
 Must be a holder of National TVET Trainer Certificate (NTTC)
Level I in Front Office Services NC II
 Must have at least two years in industry experience or any FO
related works
 Must be a computer literate
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 10
PROGRAM REGISTRA-
Issued by Date
TION
Office
B. Modules of Instruction
Basic Competencies : COMMUNICATIONS

Unit of Competency : Participate in workplace communication
Modules Title: Participating in workplace communication
Module Descriptor: This module covers the knowledge, skills and atti-
tudes required to obtain, interpret and convey in-
formation in response to workplace requirements.
Nominal Duration: 8hrs
Summary of Learning Outcomes:
LO 1. Obtain and convey workplace information
LO2. Speak English at a basic operational level
LO3. Complete relevant work related documents
LO4. Participate in workplace meeting and discus-
sion
Details of Learning Outcomes:

LO1 . Obtain and convey workplace information
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 11
PROGRAM REGISTRA-
Issued by Date
TION
Office
Assessment Contents Conditions Methodolo- Assess-

Criteria gies ment
Methods
1. Specific rele- 1. Parts of 1.Writing 1.Group dis- 1.Written
vant informa- speech materials cussion test
tion is accessed 2.Sen- (pen & pa- 2.Interaction 2.Practical
from appropri- tence con- per) 3.Lecture perfor-
ate sources. struction 2.Refer- 4.Reportorial mance test
2.Effective 3.Effective ences 3.Interview
questioning communi- (books)
and active lis- cation 3.Manuals
tening and 4. Con-
speaking are duct in-
used to gather terviews
and convey in-
formation.
3.Appropriate
medium is
used to trans-
fer information
and ideas.
4.Appropriate
non-verbal
communication
is used.
5.Appropriate
lines of com-
munication
with superiors
and colleagues
are identified
and followed.
6.Defined work
procedures for
the location
and storage of
information are
used.
7.Personnel in-
teraction is
carried out
clearly and
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 12
PROGRAM REGISTRA-
Issued by Date
TION
Office
concisely.
LO2 . PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.
Assessment Contents Conditions Methodolo- Assessment

Criteria gies Methods
1.Team meet- 1.Sen- 1.Paper 1.Group dis- 1.Written
ings are at- tence con- 2.Pencils/ cussions test
tended on time. struction ball pen 2.Interaction 2.Practical
2.Own opinions 2.Techni- 3.Refer- 3.Lecture / perfor-
are clearly ex- cal writ- ences mance test
pressed and ing (books) 3.Interview
those of others 3.Record- 4.Manuals
are listened to ing infor-
without inter- mation
ruption.
3.Meeting in-
puts are con-
sistent with the
meeting pur-
pose and es-
tablish proto-
cols.
4.Workplace
interaction are
conducted in a
courteous
manner appro-
priate to cul-
tural back-
ground and au-
thority in the
enterprise pro-
cedures.
5.Questions
about simple
routine work-
place proce-
dures and mat-
ters concerning
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 13
PROGRAM REGISTRA-
Issued by Date
TION
Office
conditions of
employment
are asked and
responded.
6.Meeting out-
comes are in-
terpreted and
implemented.
LO3 . Participate in workplace meeting and discussion.

1.Team meet- 1.Sen- 1.Paper 1.Group dis- 1.Written
ings are at- tence con- 2.Pencils/ cussions test
tended on time. struction ball pen 2.Interaction 2.Practical /
2.Own opinions 2.Techni- 3.Refer- 3.Lecture performance
are clearly ex- cal writ- ences test
pressed and ing (books) 3.Interview
those of others 3.Record- 4.Manuals
are listened to ing infor-
without inter- mation
ruption.
3.Meeting in-
puts are con-
sistent with the
meeting pur-
pose and es-
tablish proto-
cols.
4.Workplace
interaction are
conducted in a
courteous
manner appro-
priate to cul-
tural back-
ground and au-
thority in the
enterprise pro-
cedures.
5.Questions
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 14
PROGRAM REGISTRA-
Issued by Date
TION
Office
about simple
routine work-
place proce-
dures and mat-
ters concerning
conditions of
employment
are asked and
responded.
6.Meeting out-
comes are in-
terpreted and
implemented.
Basic Competencies : TEAM WORK

Unit of Competency : WORK IN A TEAM ENVIRONMENT
Modules Title: WORKING IN A TEAM ENVIRONMENT
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 15
PROGRAM REGISTRA-
Issued by Date
TION
Office
Module Descriptor: This module covers the knowledge, skills, and atti-
tudes required to relate in a work based environment.
Nominal Duration: 8HRS

LO1.Describe and identify team role and re-
sponsibility in a team.
LO2. Describe work as a team.

LO1 . Describe and identify team role and responsibility in a team.
Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Role and ob- 1.Team 1.SOP of 1.Group dis- 1.Written
jective of the role. workplace cussion/in- test
team is identi- 2.Rela- 2.Job pro- teraction 2.Observa-
fied. tionship cedures 2.Case stud- tion
2.Team param- and re- 3.Client / ies 3.Simula-
eters, relation- sponsibil- supplier in- 3. Simula- tion
ships and re- ities structions tion 4.Role play-
sponsibilities 3.Role 4.Quality ing
are identified. and re- standard
3.Individual sponsibil- 5.Organiza-
role and re- ities with tional or
sponsibilities team en- external
within team environ- personnel
vironment are ment.
identified. 4.Rela-
4.Roles and re- tionship
sponsibilities of within a
other team team.
members are
identified and
recognized.
5.Reporting re-
lationships
within team
and external to
team are iden-
tified.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 16
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO2 . DESCRIBE WORK AS A TEAM MEMBER

1.Appropriate 1. Com- 1.SOP of 1.Group dis- 1. Obser-
forms of communica- workplace cussion/in- vation of
munication tion 2.Job pro- teraction work activi-
and interac- process cedures 2.Case stud- ties
tions are un- 2. Team 3.Organiza- ies 2. Obser-
dertaken. structure tion or ex- 3.Simulation vation
2.Appropriate / team ternal per- through
contributions roles sonnel simulation
to complement 3. Group or role play
team activities planning 3. Case
and objectives and deci- studies and
were made. sion mak- scenarios.
3.Reporting using
ing standard
operating pro-
cedures fol-
lowed.
4.Development
of team work
plans based
from role team
were contrib-
uted.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 17
PROGRAM REGISTRA-
Issued by Date
TION
Office
Modules of Instruction
Basic Competencies :
Unit of Competency : PRACTICE CAREER PROFESSIONALISM
Modules Title: PRACTICING CAREER PROFESSIONALISM
tudes
in promoting career growth and advancement.
LO 1. Integrate personal objectives with organiza-
tional goals
LO 2. Set and meet work priorities
LO 3. Maintain professional growth and develop-
ment

LO1 . INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL
GOALS

Criteria Methods
1.Pursue per- 1.Code of simulated Video presen- Interview -
sonal growth conduct laboratory tation oral
and work plan and code room case Discussion written
towards im- of ethics studies Research Observa-
proving qualifi- 2.Per- electronic tion
cations set for sonal hy- learning
profession giene device
2.Maintain in- 3.Inter-
trapersonal personal prints and
and interper- and in- media
sonal relation- traper- computer
ships in the sonal television
course of man- skills and video
aging self, 4.Com- set
based on per- munica-
formance eval- tion skills
uation. 5.Funda-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 18
PROGRAM REGISTRA-
Issued by Date
TION
Office
3.Commitment mental
to the organiza- rights at
tion and its work
goal is demon- 6.Com-
strated in the pany pro-
performance of cedures
duties and stan-
dards
LO2 . SET AND MEET WORK PRIORITIES

1.Completing 1.Work assessment Lecture/ Dis- Interview -
demands are values tools for cussion oral
prioritized to and ethics case stud- Research/ Written
achieve per- 2.Com- ies project Portfolio
sonal, team pany poli- simulated assessment
and organiza- cies laboratory Simulation
tional goals 3.Com- room case
and objectives pany op- studies
2.Resources erating electronic
are utilized effi- proce- learning
ciently and ef- dures and device
fectively to standards
manage with 4.Gender prints and
priorities and and De- media
commitments velopment computer-
3.Practice long 5.Per- Workplace/
economic use sonal Hy- location as-
and mainte- giene sessment
nance equip- television
ment and facili- and video
ties are fol- set
lowed as per
established
procedures.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 19
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO3 . MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

1.Trainings 1.Certifi- Certificates Film viewing Interview -
and career op- cations and li- Lecture oral
portunities are and licenses Group Dis- Written
identified and censes pen and cussion Observation
availed of apprecia- paper Research
based on job tion Simulated
requirements 2.Partici- training
2.Recognitions pate in workshops
are sought/ re- training
ceived and programs
demonstrated 3.Awards
as proof of ca- / rewards
reer advance-
ment
3.Obtain and
renew licenses
and/ or certifi-
cations rele-
vant to job and
career
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 20
PROGRAM REGISTRA-
Issued by Date
TION
Office
Basic Competencies :
Unit of Competency : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
Modules Title: PRACTICING OCCUPATIONAL HEALTH AND
SAFETY PROCEDURES
Module Descriptor: This module covers the knowledge, skills and at-
titudes required to comply with the regulatory and
organizational requirements for occupational health
and safety such as identifying, evaluating and
maintaining OHS awareness.
LO1. Identity hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety
awareness
LO1 . Identity hazards and risks

Criteria Methods
1.Workplace 1.Hazards 1.Work- 1.Interactive - 1.Situation
hazards and and risks place lecture Analysis
risks are iden- identifica- 2.PPE 2.Simulation 2.Interview
tified and tion and 3.Learning 3.Symposium 3.Practical
clearly ex- control Guides 4.Group Dy- Exam
plained. 2.Organi- 4.Hand- namics 4.Written
2.Hazards/ zational outs Exam
Risks and its safety and •Organiza-
corresponding health tional
indicators are protocol Safety and
identified in 3.Thresh- Health Pro-
with the com- old limit tocol
pany proce- value •OHS Indi-
dures. (TLV) cators
3.Contingency 4.OHS in- •Threshold
measures are dicators Limit Value
recognized and •Hazards/
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 21
PROGRAM REGISTRA-
Issued by Date
TION
Office
established in Risk Identi-

accordance fication and
with organiza- Control
tional proce- 5. CD’s,
dures. VHS
tapes,
trans-
paren-
cies
LO2 . EVALUATE HAZARDS AND RISKS

1.Terms of 1.TLV ta- 1.Hand 1.Interactive - 1.Interview
maximum tol- ble outs on lecture 2.Written
erable limits 2.Phil •Phil. OHS 2.Situation Exam
are identified OHS Standards Analysis 3.Simula-
based on Standards •Effects of 3.Symposium tion
threshold limit 3.Effects hazards in 4.Film view-
values (TLV) of hazards the working
2.Effects of in the place 5.Group Dy-
hazards are de- workplace •Er- namics
termined. 4.Er- gonomics
3.OHS issues gonomics •EGG regu-
and concerns 5.EGG lations
are identified in Regula- 2.TLV Table
accordance tions 3.CD’s,
with workplace VHS tapes,
requirements transparen-
and relevant cies
workplace OHS
legislation.
LO3 . CONTROL HAZARDS AND RISKS

Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 22
PROGRAM REGISTRA-
Issued by Date
TION
Office

1.OHS proce- 1.Safety 1.Hand 1.Interactive - 1.Written
dures for con- Regula- outs on lecture 2.Interview
trolling hazards tions •Safety 2.Symposium 3.Case/Sit-
and risk are •Clean Air Regulations 3.Film View- uation Anal-
strictly fol- Act -Clean Air ing ysis
lowed. •Electrical Act 4.Group Dy- 4.Simula-
2.Procedures in and Fire -Electrical namics tion
dealing with Safety and Fire 5.Self pace
workplace acci- Code Safety Code
dents, fire and •Waste -Waste
emergencies manage- manage-
are followed in ment ment
accordance •Disaster -Disaster
with the orga- Prepared- Prepared-
nization’s OHS ness and ness and
policies. Manage- Manage-
3.Personal pro- ment ment
tective equip- 2.Contin- •Contin-
ment is cor- gency gency Mea-
rectly used in Measures sures and
accordance and Pro- Procedures
with organiza- cedures 2.OHS Per-
tion’s OHS pro- sonal
cedures and Records
practices. 3.PPE
4.Procedures in 4.CD’s,
providing ap- VHS tapes,
propriate assis- transparen-
tance in the cies
event of work-
place emergen-
cies are identi-
fied in line with
the established
organizational
protocol.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 23
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO4 . MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

1.Procedures in 1.Opera- 1.Work- 1.Interactive - 1.Demon-
emergency re- tional place lecture stration
lated drill are health 2.PPE 2.Simulation 2.Interview
strictly followed and safety 3.OHS per- 3.Symposium 3.Written
in line with the proce- sonal 4.Film View- Exam
established or- dure, records ing 4.Portfolio
ganization practices 4.CD’s, 5.Group Dy- Assessment
guidelines and and regu- VHS tapes, namics
procedures. lations transparen-
2.OHS personal 2.Emer- cies
records are gency-re- 5.Health
filled up in ac- lated record
cordance with drills and
workplace re- training
quirements.
3.PPE are
maintained in
line with orga-
nization guide-
lines and pro-
cedures.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 24
PROGRAM REGISTRA-
Issued by Date
TION
Office
Common Competencies:
Unit of Competency: Observe workplace hygiene procedures
Modules Title: Observing workplace hygiene procedures
Module Descriptor: This module covers the knowledge, skills

and attitudes required to access, increase
and update
industry knowledge .
LO1. identify and access key resources of informa-
tion on the industry
LO2. Access, apply and share industry information
LO 3 update continuously relevant industry knowl-
edge
LO1 . identify and access key resources of information on the industry

Criteria Methods
Sources of in- media Proper hy- Self paced/ Written/
formation on reference giene pro- modular Oral exami-
the industry book cedure Demonstra- nation
are correctly libraries manuals tion Practical
identified and union internet Small group demonstra-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 25
PROGRAM REGISTRA-
Issued by Date
TION
Office
accessed industry personal discussion tion

Specific infor- associa- computer Distance edu-
mation on sec- tion reference cation
tor of work is internet book
accessed and personal industry
updated observa- journals
tion
LO2 . Access, apply and share industry information

Sources of in- Trade Industry Self paced/ Written/
formation on unions journals/ modular Oral exami-
the industry environ- manuals Demonstra- nation
are accessed mental is- internet tion Practical
and applied sues and personal Small group demonstra-
Industry infor- require- computer discussion tion
mation is cor- ments reference Distance edu-
rectly applied Industrial book cation
to day-to-day relations
activity issues
Information to and major
assist effective organiza-
work perfor- tion
mance is ob- Career
tained opportu-
nities
Work
ethic re-
quired to
work in
the indus-
try
Quality
assurance
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 26
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO3 . OBSERVE WORKPLACE HYGIENE PROCEDURES

Proper hygiene Proper Proper hy- Self paced/ Written/
procedures are hand giene pro- modular Oral exami-
followed washing cedure Demonstra- nation
Personal manuals tion Practical
grooming and Regular Soap Small group demonstra-
hygiene are bathing Sanitizer discussion tion
practice regu- Hygiene Distance edu-
larly Appropri- products cation
ate and
clean
clothing
Cleaning
and sani-
tizing pro-
cedures
Personal
hygiene
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 27
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO4. Cleaning and disinfectant

Criteria Methods
1.Identify and •Different Proper hy- Self paced/ Written/
use proper cleaning giene pro- modular Oral exami-
cleaning mate- materials cedure Demonstra- nation
rials •Cleaning manuals tion Practical
2.Follow proper proce- Soap Small group demonstra-
cleaning procedures Sanitizer discussion tion
dures •Cleaning Hygiene Distance edu-
3.Use proper Guide- products cation
disinfectants lines
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 28
PROGRAM REGISTRA-
Issued by Date
TION
Office
Common Competencies :
Unit of Competency : PERFORM COMPUTER OPERATIONS
Modules Title: PERFORMING COMPUTER OPERATIONS
Module Descriptor: This module covers the knowledge, skills and at-
titudes needed to perform computer operations.
This includes in putting, accessing, producing
and transferring data using appropriate hardware
and software.
Nominal Duration: 8 hrs
LO1. Plan and prepare the task to be undertaken
LO2 Input data into the computer
LO3. Access information using computer
LO4. Produce output data using computer sys-

tem

LO1 . Plan and prepare the task to be undertaken

Criteria Methods
•Requirements •Types of •Equip- Self paced/ Written/
of the task un- comput- ment and modular Oral exami-
dertaken are ers and Accessories Demonstra- nation
determine and basic fea- tion
properly under- tures of -personal Small group Practical
stood different computer discussion demonstra-
•Appropriate operating -network Distance edu- tion
hardware and systems system cation
software is se- •Plain communi-
lected in accor- parts of a cation
dance with the computer equipment
task assigned •Storage printer
and required devices scanner
outcome and basic keyboard
•Planned categories mouse
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 29
PROGRAM REGISTRA-
Issued by Date
TION
Office
tasked con- of mem-

formed with the ory •Supplies
OHS guidelines •Types of and Materi-
and procedures software als
•Com- -office sup-
puter ca- plies
pacity -diskettes
•OHS -CDs
Guide- -Zip disks
lines
•Com- •Tools
puter Ca- -Set of
pacity screw
driver
•earning
Materials
-Learning
elements/
activity
sheets
Manufac-
turer’s
manual
LO2. INPUT DATA INTO THE COMPUTER

•Entered data •Standard •Equip- Self paced/ Written/
into the com- operating ment and modular Oral exami-
puter using ap- proce- Accessories Demonstra- nation
propriate pro- dures in -personal tion
gram/applica- entering computer Small group Practical
tion is in accor- and sav- -network discussion demonstra-
dance with ing data system Distance edu- tion
company pro- into the communication
cedures computer cation
•Storage equipment
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 30
PROGRAM REGISTRA-
Issued by Date
TION
Office
•Accuracy of media -printer

information is •Er- -scanner
checked in ac- gonomic -keyboard
cordance with guidelines -mouse
the standard •Supplies
operating pro- and Materi-
cedures als
-office sup-
•Information is plies
saved in accor- -diskettes
dance with the -CDs
standard oper- -Zip disks
ating proce- •Tools
dures -Set of
screw
•Inputted data driver
that are stored Learning
in the storage Materials
media are in -Learning
accordance elements/
with the re- activity
quirements sheets
Manufac-
•Work is per- turer’s
formed within manual
the ergonomic
guidelines
LO3. ACCESS INFORMATION USING COMPUTER

Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 31
PROGRAM REGISTRA-
Issued by Date
TION
Office

• Correct pro- •Proce- •Equip- Self paced/ Written/
gram/applica- dures/ ment and modular Oral ex-
tion is selected Tech- Accessories Demonstra- amina-
based on job niques in -personal tion tion
requirements Accessing computer Small group
• Program/ Informa- -network discussion Practical
application tion system Distance edu- demon-
containing the communication stra-tion
information re- •Desktop cation
quired is ac- Icons equipment
cessed in ac- -printer
cordance with •Keyboard -scanner
the company Tech- -keyboard
procedures niques -mouse
• Desktop Based on
icons are cor- OHS Re- •Supplies
rectly selected, quire- and Materi-
opened and ments als
closed for navi- -office sup-
gation pur- plies
poses. -diskettes
• Keyboard -CDs
techniques is -Zip disks
carried out in
line with OHS •Tools
requirements -Set of
for safe use of screw
keyboards driver
Learning
Materials
-Learning
elements/
activity
sheets
Manufac-
turer’s
manual
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 32
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO4 . PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

•Entered data •Software •Equip- Self paced/ Writ-
is processed Com- ment and modular ten/Oral
using appropri- mands Accessories Demonstra- examina-
ate software -personal tion tion
commands •Opera- computer Small group
tion and -network discussion Practical
•Printed out Use of Pe- system Distance edu- demon-
data as re- ripheral communication stra-tion
quired using Devices cation
computer hard- equipment
ware/periph- •Proce- -printer
eral devices is dures in -scanner
in accordance Transfer- -keyboard
with standard ring -mouse
operating pro- Files/
cedures Data •Supplies
and Materi-
•Transferred als
files/data be- -office sup-
tween compati- plies
ble systems us- -diskettes
ing computer -CDs
software, hard- -Zip disks
ware/periph-
eral devises is •Tools
in accordance -Set of
with standard screw
operating pro- driver
cedures
Learning
Materials
-Learning
elements/
activity
sheets
Manufac-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 33
PROGRAM REGISTRA-
Issued by Date
TION
Office
turer’s
manual
Unit of Competency : Perform workplace and safety practices
Modules Title: Performing workplace and safety practices
Module Descriptor: This module covers the knowledge, skills and at
titudes in following health, safety and security
practices. It includes dealing with emergency
situations and maintaining safe personal stan-
dard.
LO 1.Practice workplace safety, security and hy-

giene systems, processes and operation
LO 2.Responds appropriately to faults, problems
and emergency situations
LO 3. 5’s in workplace
LO 4. Environmental protection awareness

LO1 . Practice workplace safety, security and hygiene systems, pro-
cesses and operation

Criteria Methods
1.Correct •Health, Manuals Self paced/ Written/
healthy, safety safety and Handbook modular Oral exami-
and security security safety and Demonstra- nation
procedures are proce- security tion Practical
complied in dures Report Small group demonstra-
line with the •Breaches (sample) discussion tion
legislation and proce- Distance edu-
regulation dures cation
2.Correct
health, safety
and security
procedures are
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 34
PROGRAM REGISTRA-
Issued by Date
TION
Office
followed.
3.Breaches of
health, safety
and security
procedures are
identified.
LO2 . Responds appropriately to faults, problems and emergency situa-

tions
.

1.Emergency Personal Emergency Self paced/ Written/
and potential injuries procedure modular Oral exami-
emergency are Fire manuals Demonstra- nation
recognized and Electrocu- Handbook tion Practical
appropriate ac- tion safety and Small group demonstra-
tion are taken Natural security discussion tion
2.Emergency calamity Report Distance edu- Observa-
procedures are Criminal Emergency cation tion
followed in line acts drills – in-
with enterprise struction/
procedures guidelines
3.Assistance is
sought from
colleagues to
resolve or re-
spond to emer-
gency situation
4.Safe personal
presentation
standard are
identified and
followed
LO3 . 5’s in workplace

Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 35
PROGRAM REGISTRA-
Issued by Date
TION
Office

1. Follow •5’s Prin- •soft Self Written/
the princi- ciples brooms paced/ Oral ex-
ples of FI- •duster modular amina-
FO •organizers Demon- tion
2. Set •labeling stration Prac-
aside every- materials Small tical
thing in its •markers group dis- demon-
proper place cussion stration
3. Proper Dis- Ob-
labeling of tance edu- servation
cabinets/ cation
shelves
4. Sweep
floor and
dust furni-
ture and fix-
tures
LO4 . Environmental protection awareness

1.Segregates •Waste •Modules Self paced/ Written/
wastes manage- •Reference modular Oral exami-
2.Identify bio- ment book Demonstra- nation
degradable •Pollution •Guidelines tion Practical
from non-bio- control on waste Small group demonstra-
degradable •Effect of disposal discussion tion
3.Empties pollution •Flyers/ Distance edu- Observation
trash regularly •Types of brochures cation
4.Use environ- pollutants
mental friendly
materials in
waste disposal
5.Proper waste
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 36
PROGRAM REGISTRA-
Issued by Date
TION
Office
disposal
Unit of Competency : PROVIDE EFFECTIVE CUSTOMER SERVICE
Modules Title: PROVIDING EFFECTIVE CUSTOMER SERVICE
tude in providing effective customer service.
LO 1 Apply effective verbal and non-verbal
communication skills to respond to customer
needs
LO 2 Provide prompt and quality service to cus-
tomer
LO 3 Handle queries through telephone, fax ma-
chine, internet and e-mail
LO 4 Handle customer complaints, evaluation and
recommendations

LO1. Apply effective verbal and non-verbal
communication skills to respond to customer needs

Criteria Methods
1.Standard Op- 1.Person- Recorder •Modular •Interview
erating Proce- ality de- Video Cam- (self-pace (oral/ques-
dures (SOP) velopment era learning) tionnaire)
when greeting and pub- recorderV8 •Electronic •Observa-
the guest were lic rela- tape Learning tion
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 37
PROGRAM REGISTRA-
Issued by Date
TION
Office
followed tions Microphone •Industry Im- •Demon-

2.Information 2.Basic Television mersion stration of
were properly oral com- CD •Demonstra- Practical
disseminated munica- Full-body tion Skills
3.Use interaction/ mir- •Film-viewing
tive communi- writing rorVHS/
cation with memos DVD Player
others and let- Make=up
ters kit
3.Prepar- Company
ing job dress
documen- References:
tation Books,
-Following brochures,
instruc- manuals
tions
-Filling-
out forms
LO2 . Provide prompt and quality service to customer

1.Customer 1.Food Recorder • Modu- • Inter-
needs were as- and cul- Video lar (self- view
sessed accord- ture Camera pace learn- (oral/
ing to relation- 2.Explo- recorder ing) ques-
ships between ration of V8 • Elec- tion-
food and reli- food tape tronic naire)
gion, gender, trends Micro- Learning • Ob-
folkways, - Past, phone • Indus- serva-
mores and life- present Tele- try Immer- tion
cycle and fu- vision sion •
2.Communica- ture trend CD • Demon-
tion standards 3. Com- Full- stration Demon-
in customer munica- body • Film- stration
service were tion stan- mirror viewing of Prac-
followed dards in tical
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 38
PROGRAM REGISTRA-
Issued by Date
TION
Office
3.Identified op- customer VHS/ Skills

portunities to service DVD
enhance the Player
quality of ser-
vices and prod- Make=u
ucts were im- p kit
plemented Com-
4.Time man- pany
agement dress
Ref-
erences:
Books,
brochur
es, man-
uals
LO3 . Handle queries through telephone, fax machine, internet and e-

mail

1.Applied tele- 1.Uses of Recorder •Modular •Interview
phone ethics telephone, Video Cam- (self-pace (oral/ques-
2.Applied cor- fax ma- era learning) tionnaire)
rect procedure chine, in- recorder •Electronic •Observa-
in using tele- ternet and V8 tape Learning tion
phone, fax ma- e-mail Microphone •Industry Im- •Demon-
chine and in- 2.Tele- Television mersion stration of
ternet phone CD •Demonstra- Practical
3.Daily report and elec- Full-body tion Skills
is accom- tronic mir- •Film-viewing
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 39
PROGRAM REGISTRA-
Issued by Date
TION
Office
plished accord- mail rorVHS/

ing to company ethics DVD Player
rules and regu- 3.Proce- Make=up
lations dures in kit
handling Company
queries dress Fax
machine
References:
Computer
with printer
and inter-
net connec-
tionBooks,
brochures,
manuals
LO4. Handle customer complaints, evaluation and recommendations

1.Interview 1.Guide- Recorder • Modu- • Inter-
skills lines in Video lar (self- view
2.Skills in han- handling Camera pace learn- (oral/
dling customer com- recorder ing) question-
complaints plaints V8 • Elec- naire)
3.Guidelines in 2.Proce- tape tronic • Ob-
handling com- dures in Micro- Learning servation
plaints were respond- phone • Indus- •
identified ing and Tele- try Immer-
4.Complaints resolving vision sion Demon-
were evaluated com- CD • Demon- stration
and resolved plaints Full- stration of Practi-
based on its body • Film- cal Skills
nature, details mirror viewing
and degree of
liability VHS/
DVD
Player
Make=u
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 40
PROGRAM REGISTRA-
Issued by Date
TION
Office
p kit
Com-
pany
dress
Fax
machine
Ref-
erences:
Com-
puter
with
printer
and in-
ternet
connec-
tion
Books,
brochur
es, man-
uals
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 41
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO2 . Record details of reservation

Complete cus- Product A fully Direct ob- Assessment
tomer details knowl- equipped serva-tion of may be per-
are accurately edge as industry- the can-di- formed in
recorded in the appropri- realistic of- date using the work-
system ates to fice envi- reservations place or
the spe- ronment systems, in- simulated
Guest profile or cific in- us-ing ap- cluding the workplace
history if avail- dustry propri-ate ability to pro- situation
able, is sector. tele- cess different
checked and phones, types of reser-
used to in Reserva- computers, vations con-
making the tions and printers firm book-
reservation bookings and reser- ings, and up-
terminol- vation sys- date or res-
Special re- ogy tems ervations.
quests are Oral ques-
clearly Relation- tion-ing or in-
recorded in ac- ships be- terview to test
cordance with tween dif- knowledge of
established re- ferent the principles
quirements sectors of which un-der-
the pin reserva-
Reservation de- tourism tions proce-
tails of cus- industry dures and the
tomer bookings in relation relationships
are completed, to reser- among the
explained and vations different oper-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 42
PROGRAM REGISTRA-
Issued by Date
TION
Office
confirmed to and book- ating de-part-

the customer ings in- ments of the
cluding establish-
Reservations sources of ment.
are filed ac- reserva-
cording to tions Third-party
property stan- workplace re-
dards Principles ports of on-
which un- the-job per-
Documents derpin for-mance by
and other ma- reserva- the candi-
terials are pre- tion pro- date, which
pared and is- cedures may in-clude
sued to the A fully destina-tions,
customer in ac- equipped products,
cordance with industry- quotations,
the require- realistic ticketing, res-
ments of the office en- ervations doc-
specific reser- vironment umentation,
vation using ap- booking data,
propriate and special
tele- guest require-
phones, ments.
comput- Demonstra-
ers, print- tion/role play
ers and on handling
reserva- guest in-
tion sys- quiries and
tems special re-
quests, con-
firming
reserva-tions,
and offering
alternatives
when re-
quest-ed
booking is not
available
LO3 . Update reservations

Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 43
PROGRAM REGISTRA-
Issued by Date
TION
Office

Payments and Product A fully Direct ob- Assessment
deposits of the knowl- equipped serva-tion of may be per-
reservation is edge as industry- the can-di- formed in
accurately appropri- realistic of- date using the work-
recorded or up- ates to fice envi- reservations place or
dated in accor- the spe- ronment systems, in- simulated
dance with cific in- us-ing ap- cluding the workplace
property stan- dustry propri-ate ability to pro- situation
dards sector. tele- cess different
phones, types of reser-
Amendments Reserva- computers, vations con-
or cancellations tions and printers firm book-
of reservations bookings and reser- ings, and up-
are received, terminol- vation sys- date or res-
processed and ogy tems ervations.
recorded in ac- Oral ques-
cordance with Relation- tion-ing or
customer re- ships be- interview
quest and tween dif- to test
property stan- ferent knowledge
dards. sectors of of the
the principles
tourism which un-
industry derpin
in relation reserva-
to reser- tions
vations proce-
and book- dures and
ings in- the rela-
cluding tionships
sources of among the
reserva- dif-ferent
tions operat-ing
de-part-
Principles ments of
which un- the estab-
derpin lish-ment.
reserva-
tion pro-
cedures
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 44
PROGRAM REGISTRA-
Issued by Date
TION
Office
LO4 .Advise others on reservation details

Criteria Methods
1 General and Product A fully Direct ob- Assessment
specific cus- knowl- equipped serva-tion of may be per-
tomer require- edge as industry- the can-di- formed in
ments and appropri- realistic of- date using the work-
reservation de- ates to fice envi- reservations place or
tails are com- the spe- ronment systems, in- simulated
municated to cific in- us-ing ap- cluding the workplace
appropriate de- dustry propri-ate ability to pro- situation
partments and sector. tele- cess different
colleagues Reserva- phones, types of reser-
2 Follow up on tions and computers, vations con-
customer re- bookings printers firm book-
quest and en- terminol- and reser- ings, and up-
sure that all ogy vation sys- date or res-
specific re- Relation- tems ervations.
quirements in ships be-
his reservation tween dif- Oral ques-
details are ad- ferent tion-ing or in-
dressed prior to sectors of terview to test
guest arrival. the knowledge of
tourism the prin-
industry ciples which
in relation un-derpin
to reser- reserva-tions
vations proce-dures
and book- and the rela-
ings in- tion-ships
cluding among the
sources of dif-ferent op-
reserva- erat-ing de-
tions partments of
the es-tab-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 45
PROGRAM REGISTRA-
Issued by Date
TION
Office
Principles lish-ment.
which un-
derpin
reserva-
tion pro-
cedures
Core Competencies :
Unit of Competency : OPERATE COMPUTERIZED RESERVATIONS
SYSTEM
Modules Title: OPERATING COMPUTERIZED RESERVA-
TIONS SYSTEM
Module Descriptor: This unit of competency deals with the
skills and knowledge required in using a com-
puterized reservations system to create book-
ings for a range of tourism or hospitality ser-
vices.
LO1 Computerize reservation
system is operated based on property
standards.
LO2 Create and process reservations
LO3 Send and receive reservation
communications

LO1 . Computerize reservation

Criteria Methods
1Reservation Costs of Fully Assessment Evaluation
system is ac- any equipped may be per- of inte-
cessed and ac- tourism industry- formed in the grated ac-
curately inter- service realistic of- workplace or tivities
preted fice envi- simulated completed
2 All system Airfares ronment workplace sit- by the can-
features are using ap- uation didate.
used to access Airport propriate
a range of in- taxes computers, Direct ob-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 46
PROGRAM REGISTRA-
Issued by Date
TION
Office
formation printers, servation of

Availabil- and reser- the candi-
ity of vations sys- date using
products tem the various
or ser- features of
vices Completion a comput-
Size of ve-of reserva- erized
hicles tion activi- reserva-
ties within tions sys-
Touring timeframes tem.
inclusions and con-
straints Evaluation
Product that reflect of booking
informa- typical in- data gener-
tion dustry ated by the
practice candidate
Product in response
rules to different
customer
Payment situations
require-
ments Written and
oral ques-
Health re- tioning or
quire- interview to
ments test knowl-
edge of the
Customs role of com-
and immi- puterized
gration reserva-
require- tions sys-
ments tems within
the indus-
General try
industry
informa- Review of
tion portfolios of
evidence
and third
party work-
place re-
ports of on-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 47
PROGRAM REGISTRA-
Issued by Date
TION
Office
the-job per-
formance
by the can-
didate.
Third party
reports
completed
by supervi-
sor
Project and
assignment
work
LO2 . Create and process reservations

2.1 Availabil- Adding Fully Evaluation of Assessment
ity of the re- additional equipped integrated ac- may be per-
quired booking customers industry- tivities com- formed in
is checked in realistic of- pleted by the the work-
accordance Splitting fice envi- candidate. place or
with the sys- an exist- ronment simulated
tem functions ing reser- us-ing ap- Direct obser- workplace
and require- vation propri-ate vation of the situ-ation
ments comput- candidate us-
2.2 New Canceling ers, print- ing the vari-
reservations the book- ers, and ous features
are encoded ing reserva- of a comput-
using the for- tions sys- erized reser-
mat required Changing tem vations sys-
by the com- the itiner- tem.
puter system ary by Completion
2.3 Bookings adding or of reserva- Evaluation of
are retrieved as deleting tion activi- booking data
required, using products ties within generated by
the format re- or ser- timeframes the candidate
quired by the vices and con- in response to
computer sys- straints different cus-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 48
PROGRAM REGISTRA-
Issued by Date
TION
Office
tem Changing that reflect tomer situa-

2.4 Updates customer typical in- tions
and amend- names dustry
ments to reser- practice Written and
vations are Changing oral question-
made and arrival/ ing or inter-
stored in the departure view to test
system dates knowledge of
2.5 Any re- the role of
quired reserva- Cross ref- computerized
tion details are erencing reservations
downloaded multiple systems
and printed bookings within the in-
dustry
Entering
invoicing Review of
details portfolios of
evidence and
Entering third party
payment workplace re-
details ports of on-
the-job per-
Entering formance by
ticketing the candi-
or date.
voucher
details Third party
reports com-
pleted by su-
pervisor
Project and
assignment
work
LO3 . Industry colleagues

Any product or Role of Fully Evaluation of Assessment
service provider Comput- equipped integrated ac- Methods
with whom the erized industry- tivities com- Assessment
reservation is Reserva- realistic of- pleted by the may be per-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 49
PROGRAM REGISTRA-
Issued by Date
TION
Office
being made e.g. tions Sys- fice envi- candidate. formed in

airline, rental tem (CRS) ronment the work-
car company, within the us-ing ap- Direct ob- place or
travel agent, tourism propri-ate serva-tion of simulated
tour operator industry comput- the can-di- workplace
ers, print- date using situ-ation
Other estab- Range of ers, and the various
lishment de- products reserva- fea-tures of a
partments and ser- tions sys- com-puter-
which need ac- vices of- tem ized res-erva-
cess to reserva- fered by tions sys-tem.
tions informa- CRS Completion
tion of reserva- Evaluation of
Proce- tion activi- booking data
dures and ties within generated by
codes re- timeframes the candidate
quired to and con- in response to
enter and straints different cus-
exit a that reflect tomer situa-
system typical in- tions
dustry
Manda- practice
tory fields
Require-
ments for
specific
formatted
entries
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 50
PROGRAM REGISTRA-
Issued by Date
TION
Office
Core Competencies :
Unit of Competency : Provide effective customer service
Modules Title: Providing effective customer service
Module Descriptor: This unit deals with the skills and knowledge re-
quired to provide arrival, in-stay and departure
services to guests in commercial and accommoda-
tion establishments
LO1 Prepare reception area for guest arrival
LO2Welcome and register guests
LO3Computerize reservation system is operated
LO4Perform “During Stay” functions
LO5Organize guest departure
LO6Prepare front office records and reports

LO1 Prepare reception area for guest arrival

Criteria Methods
Reception area Types of Industry- Direct obser- Assessment
is prepared for reports current vation of the may be
service and all handled front office candidate in done in the
necessary or gener- equipment checking-in workplace
equipment are ated by and tech- and checking- or simu-
checked prior the front nology out providing lated work-
to use desk in- arrivals and place set-
cluding: Typical departures for ting
Daily arrival • ar- workplace different
details are rival and time con- types of
checked and departure straints guests using
reviewed prior lists different vari-
to guests ar- • oc- ations of ser-
rival cupancy vices
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 51
PROGRAM REGISTRA-
Issued by Date
TION
Office
rates
Rooms are allo- • Role-play to
cated in accor- assess ability
dance with guest to deal with
guest require- feedback customer
ments and es- sum- queries, re-
tablishment maries; quests or
policy and complaints.
• ac-
Uncertain ar- counting Case studies
rivals or reser- reports to complete
vations are fol- arrival or de-
lowed up in ac- Front parture pro-
cordance with desk se- cesses and
establishment curity documenta-
procedures systems tion for differ-
ent customer
Accurate ar- Range of scenarios.
rival lists are needs and
compiled and expecta- Review of
distributed to tions of front office
relevant per- different records, re-
sonnel/ depart- types of ports and
ments guests computer
data com-
Colleagues and Relation- pleted by the
other depart- ship be- candidate.
ments are in- tween the
formed of spe- front Review of
cial situations desk, typ- portfolios of
or requests in a ical docu- evidence and
timely manner mentation third party
received workplace re-
and is- ports of on-
sued in a the-job per-
reception formance by
desk con- the candi-
text and date.
other ar-
eas of op-
eration
including
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 52
PROGRAM REGISTRA-
Issued by Date
TION
Office
House-
keeping,
Food and
Beverage
service
and Main-
tenance
Relation-
ship be-
tween ac-
commo-
dation es-
tablish-
ments
and other
sectors of
the
tourism
industry
LO2 . Welcome and register guests

Guests are wel- Types of Industry- Direct obser- Direct ob-
comed warmly reports current vation of the servation of
and courte- handled front office candidate in the candi-
ously or gener- equipment checking-in date in
ated by and tech- and checking- checking-in
Reservation de- the front nology out providing and check-
tails are con- desk in- Typical arrivals and ing-out
firmed with cluding: workplace departures for providing
guests • ar- time con- different arrivals
rival and straints types of and depar-
Guests with or departure guests using tures for
without reser- lists different vari- different
vations are reg- • oc- ations of ser- types of
istered accord- cupancy vices guests us-
ing to estab- rates Role-play to ing differ-
lishment sys- • assess ability ent varia-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 53
PROGRAM REGISTRA-
Issued by Date
TION
Office
tems and pro- to deal with tions of ser-

cedures. guest customer vices
feedback queries, re- Role-play to
Correct ac- sum- quests or assess abil-
counting proce- maries; complaints. ity to deal
dures are fol- and with cus-
lowed in accor- • ac- Case studies tomer
dance with counting to complete queries, re-
property stan- reports arrival or de- quests or
dards parture pro- complaints.
Front cesses and
Room key/elec- desk se- documenta- Case stud-
tronic cards, curity tion for differ- ies to com-
guest mail and systems ent customer plete arrival
messages are scenarios. or depar-
issued to Range of ture pro-
guests needs and Review of cesses and
expecta- front office documen-
tions of records, re- tation for
different ports and different
types of computer customer
guests data com- scenarios.
pleted by the
Relation- candidate. Review of
ship be- front office
tween the Review of records, re-
front portfolios of ports and
desk, typ- evidence and computer
ical docu- third party data com-
mentation workplace re- pleted by
received ports of on- the candi-
and is- the-job per- date.
sued in a formance by
reception the candi- Review of
desk con- date. portfolios of
text and evidence
other ar- and third
eas of op- party work-
eration place re-
including ports of on-
House- the-job per-
keeping, formance
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 54
PROGRAM REGISTRA-
Issued by Date
TION
Office
Food and by the can-

Beverage didate.
service
and Main-
tenance
Relation-
ship be-
tween ac-
commo-
dation es-
tablish-
ments
and other
sectors of
the
tourism
industry
LO3 . Computerize reservation system is operated

Reservation Types of Industry- Direct obser- Direct ob-
system is ac- reports current vation of the servation of
cessed and ac- handled front office candidate in the candi-
curately inter- or gener- equipment checking-in date in
preted based ated by and tech- and checking- checking-in
on property the front nology out providing and check-
standards desk in- Typical arrivals and ing-out pro-
cluding: workplace departures for viding ar-
All system fea- • ar- time con- different rivals and
tures are used rival and straints types of departures
to access a departure guests using for different
range of infor- lists different vari- types of
mation • oc- ations of ser- guests using
cupancy vices different
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 55
PROGRAM REGISTRA-
Issued by Date
TION
Office
rates Role-play to variations of

• assess ability services
to deal with Role-play to
guest customer assess abil-
feedback queries, re- ity to deal
sum- quests or with cus-
maries; complaints. tomer
and queries, re-
• ac- Case studies quests or
counting to complete complaints.
reports arrival or de-
parture pro- Case studies
Front cesses and to complete
desk se- documenta- arrival or
curity tion for differ- departure
systems ent customer processes
scenarios. and docu-
Range of mentation
needs and Review of for different
expecta- front office customer
tions of records, re- scenarios.
different ports and
types of computer Review of
guests data com- front office
pleted by the records, re-
Relation- candidate. ports and
ship be- computer
tween the Review of data com-
front portfolios of pleted by
desk, typ- evidence and the candi-
ical docu- third party date.
mentation workplace re-
received ports of on- Review of
and is- the-job per- portfolios of
sued in a formance by evidence
reception the candi- and third
desk con- date. party work-
text and place re-
other ar- ports of on-
eas of op- the-job per-
eration formance by
including the candi-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 56
PROGRAM REGISTRA-
Issued by Date
TION
Office
House- date.
keeping,
Food and
Beverage
service
and Main-
tenance
Relation-
ship be-
tween ac-
commo-
dation es-
tablish-
ments
and other
sectors of
the
tourism
industry
LO4 . Perform “During Stay” functions

All guest re- Types of Industry- Direct obser- Direct ob-
quests during reports current vation of the servation of
in-stay are ad- handled front office candidate in the candi-
dressed accord- or gener- equipment checking-in date in
ing to property ated by and tech- and checking- checking-in
standards. the front nology out providing and check-
desk in- Typical arrivals and ing-out pro-
All inquiries cluding: workplace departures for viding ar-
are responded • ar- time con- different rivals and
promptly to rival and straints types of departures
guest satisfac- departure guests using for different
tion. lists different vari- types of
• oc- ations of ser- guests using
cupancy vices different
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 57
PROGRAM REGISTRA-
Issued by Date
TION
Office

and queries, re-
Range of mentation
different ports and
ship be- computer
text and place re-
eration formance by
House- date.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 58
PROGRAM REGISTRA-
Issued by Date
TION
Office
keeping,
Food and
Beverage
service
and Main-
tenance
Relation-
ship be-
tween ac-
commo-
dation es-
tablish-
ments
and other
sectors of
the
tourism
industry
LO5. Organize guest departure

Departure lists Types of Industry- Direct obser- Direct ob-
are reviewed reports current vation of the servation of
and checked handled front office candidate in the candi-
for accuracy or gener- equipment checking-in date in
ated by and tech- and checking- checking-in
Guest requests the front nology out providing and check-
for assistance desk in- Typical arrivals and ing-out pro-
with departure cluding: workplace departures for viding ar-
are acted upon • ar- time con- different rivals and
courteously or rival and straints types of departures
referred to the departure guests using for different
appropriate de- lists different vari- types of
partment for • oc- ations of ser- guests using
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 59
PROGRAM REGISTRA-
Issued by Date
TION
Office
follow-up cupancy vices different

and queries, re-
Range of mentation
different ports and
ship be- computer
text and place re-
eration formance by
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 60
PROGRAM REGISTRA-
Issued by Date
TION
Office

House- date.
keeping,
Food and
Beverage
service
and Main-
tenance
Relation-
ship be-
tween ac-
commo-
dation es-
tablish-
ments
and other
sectors of
the
tourism
industry
LO6 . Prepare front office records and reports

Criteria Methods
Front office Types of Industry- Direct obser- Direct ob-
records are reports current vation of the servation of
prepared and handled front office candidate in the candi-
updated within or gener- equipment checking-in date in
designated ated by and tech- and checking- checking-in
timelines the front nology out providing and check-
desk in- Typical arrivals and ing-out
Room changes, cluding: workplace departures for providing
no shows, ex- • ar- time con- different arrivals
tensions and rival and straints types of and depar-
early/late de- departure guests using tures for
partures are lists different vari- different
correctly fol- • oc- ations of ser- types of
lowed. cupancy vices guests us-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 61
PROGRAM REGISTRA-
Issued by Date
TION
Office
rates Role-play to ing differ-

Reports and • assess ability ent varia-
records are dis- to deal with tions of ser-
tributed to the guest customer vices
appropriate de- feedback queries, re- Role-play to
partments sum- quests or assess abil-
within desig- maries; complaints. ity to deal
nated timelines and with cus-
• ac- Case studies tomer
counting to complete queries, re-
reports arrival or de- quests or
parture pro- complaints.
Front cesses and
desk se- documenta- Case stud-
curity tion for differ- ies to com-
systems ent customer plete arrival
scenarios. or depar-
Range of ture pro-
needs and Review of cesses and
expecta- front office documen-
tions of records, re- tation for
different ports and different
types of computer customer
guests data com- scenarios.
pleted by the
Relation- candidate. Review of
ship be- front office
tween the Review of records, re-
front portfolios of ports and
desk, typ- evidence and computer
ical docu- third party data com-
mentation workplace re- pleted by
received ports of on- the candi-
and is- the-job per- date.
sued in a formance by
reception the candi- Review of
desk con- date. portfolios of
text and evidence
other ar- and third
eas of op- party work-
eration place re-
including ports of on-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 62
PROGRAM REGISTRA-
Issued by Date
TION
Office
House- the-job per-

keeping, formance
Food and by the can-
Beverage didate.
service
and Main-
tenance
Relation-
ship be-
tween ac-
commo-
dation es-
tablish-
ments
and other
sectors of
the
tourism
industry
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 63
PROGRAM REGISTRA-
Issued by Date
TION
Office
CoreCompetencies :
Unit of Competency : CONDUCT NIGHT AUDIT
Modules Title: CONDUCTING NIGHT AUDIT
quired to check and reconcile daily financial
transactions and records, and produce reports re-
lating to establishment operations and revenue.
LO 1. Process internal financial transactions
LO 2. Complete routine records and reports
LO1 . Process internal financial transactions

Criteria Methods
Process inter- Transac- Financial Copies of simulated
nal financial tions are reporting records workplace
transactions double cycles and checked by environ-
checked procedures the candidate ment
to ensure in a front
that they office con- Review of re-
have text ports and
posted in documenta-
the prop- Importance tion produced
erty’s of financial by the candi-
computer- checking date
ized sys- and report-
tem. ing pro- Oral or writ-
cesses in ten questions
Financial the overall to assess
and sys- financial knowledge of
tem dis- manage- processes and
crepan- ment of an procedures
cies is establish-
identified ment Review of
and rec- portfolios of
onciled evidence and
according third party
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 64
PROGRAM REGISTRA-
Issued by Date
TION
Office
to prop- workplace re-

erty stan- ports of on-
dards. the-job per-
formance by
Room the candidate
rates and
room sta- Problem solv-
tus are ing
verified
and rec- Role plays
onciled to
guest of Simulation
the prop-
erty.
Internal
financial
system
and con-
trol is
suggested
for im-
prove-
ments in
the prop-
erty’s op-
eration.
LO2 . Complete routine records and reports

Routine Transac- Financial Copies of simulated
records and re- tions are reporting records workplace
ports are accu- double cycles and checked by environ-
rately com- checked procedures the candidate ment
pleted within to ensure in a front
designated that they office con- Review of re-
timelines have text ports and
posted in documenta-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 65
PROGRAM REGISTRA-
Issued by Date
TION
Office
Reports are the prop- Importance tion produced

promptly for- erty’s of financial by the candi-
warded to the computer- checking date
appropriate ized sys- and report-
person/depart- tem. ing pro- Oral or writ-
ment cesses in ten questions
Financial the overall to assess
and sys- financial knowledge of
tem dis- manage- processes and
crepan- ment of an procedures
cies is establish-
identified ment Review of
and rec- portfolios of
onciled evidence and
according third party
to prop- workplace re-
erty stan- ports of on-
dards. the-job per-
formance by
Room the candidate
rates and
room sta- Problem solv-
tus are ing
verified
and rec- Role plays
onciled to
guest of Simulation
the prop-
erty.
Internal
financial
system
and con-
trol is
suggested
for im-
prove-
ments in
the prop-
erty’s op-
eration.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 66
PROGRAM REGISTRA-
Issued by Date
TION
Office
CoreCompetencies :
Unit of Competency : PROVIDE CLUB RECEPTION SERVICES
Modules Title: PROVIDING CLUB RECEPTION SERVICES
quired to offer reception services within a licensed
club environment.
LO1. Provide information on club services and process memberships
LO2. Monitor entry to club
LO1 . Provide information on club services and process memberships

Criteria Methods
Accurate advice Knowl- Project or Direct obser- Direct ob-
and informa- edge of work activi- vation of the servation of
tion on club club and ties that candidate in- the candi-
services and fa- licensing enable the teracting with date inter-
cilities is pro- laws in candidate customers acting with
vided to cus- relation to to apply customers
tomers and entry re- club knowl- Role-play to
club members quire- edge to spe- assess ability Role-play to
as required ac- ments for cific opera- to provide ap- assess abil-
cording to es- customers tional situ- propriate cus- ity to pro-
tablished stan- and dress ations tomer service vide appro-
dards regula- priate cus-
tions Current Oral and writ- tomer ser-
Club member- club guide- ten questions vice
ship and club Knowl- lines, poli- on club facili-
rules are ex- edge of cies and ties, rules Oral and
plained to the particular procedures and legislative written
public and club requirements questions
members fol- member- on club fa-
lowing the ship Review of cilities,
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 67
PROGRAM REGISTRA-
Issued by Date
TION
Office
standard pro- rules, portfolios of rules and

cedures condi- evidence and legislative
tions, third party require-
Membership benefits workplace re- ments
application and enti- ports of on-
forms are tlements the-job per- Review of
clearly ex- formance by portfolios of
plained and the candidate evidence
completely and third
filled up in ac- Project or party work-
cordance with work activi- place re-
the enterprise ties that en- ports of on-
requirements able the can- the-job per-
didate to ap- formance
ply club by the can-
Membership knowledge to didate
records are specific oper-
checked and ational situa- Project or
maintained ac- tions work activi-
cording to ties that
standard pro- enable the
cedures candidate
to apply
club knowl-
edge to spe-
cific opera-
tional situ-
ations
LO2 .

Membership Knowl- Project or Direct obser- Direct ob-
badges/cards edge of work activi- vation of the servation of
are checked club and ties that candidate in- the candi-
upon entry to licensing enable the teracting with date inter-
the club in ac- laws in candidate customers acting with
cordance with relation to to apply customers
established entry re- club knowl- Role-play to
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 68
PROGRAM REGISTRA-
Issued by Date
TION
Office
standards quire- edge to spe- assess ability Role-play to

ments for cific opera- to provide ap- assess abil-
Guests are as- customers tional situ- propriate cus- ity to pro-
sisted to “sign and dress ations tomer service vide appro-
in” accordance regula- priate cus-
with govern- tions Current Oral and writ- tomer ser-
ment and en- club guide- ten questions vice
terprise re- Knowl- lines, poli- on club facili-
quirements edge of cies and ties, rules Oral and
Members and particular procedures and legislative written
guests are club requirements questions
checked to member- on club fa-
comply with ship Review of cilities,
dress and age rules, portfolios of rules and
regulations in condi- evidence and legislative
accordance tions, third party require-
with estab- benefits workplace re- ments
lished policy and enti- ports of on-
and procedures tlements the-job per- Review of
formance by portfolios of
Disputes over the candidate evidence
entry to club and third
are referred to Project or party work-
security, super- work activi- place re-
visor or other ties that en- ports of on-
relevant person able the can- the-job per-
according to didate to ap- formance
enterprise pol- ply club by the can-
icy knowledge to didate
specific oper-
ational situa- Project or
tions work activi-
ties that
enable the
candidate
to apply
club knowl-
edge to spe-
cific opera-
tional situ-
ations
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 69
PROGRAM REGISTRA-
Issued by Date
TION
Office
Core Competencies :
Unit of Competency : PROVIDE CONCIERGE AND BELL SERVICES
Modules Title: PROVIDING CONCIERGE AND BELL SERVICES
Module Descriptor: This unit of competency deals with the knowledge,
skills and attitudes in providing bell and
concierge services required for handling guest ar-
rival and departures, handling guest luggage and
responding to requests for bell desk services.
Nominal Duration: 8 HRS.
LO1. Handle guest arrivals and departures

LO2. Handle guest luggage
LO3. Respond to request for concierge services
LO4. Manage intoxicated persons
LO1 . PROVIDE CONCIERGE AND BELL SERVICES

Criteria Methods
Expected daily Luggage Current Direct obser- Direct ob-
arrivals and de- marking equipment vation of the servation of
partures and and tag- and tech- candidate the candi-
requests for ging sys- nology for carrying and date carry-
major guest tems moving loading multi- ing and
movements are baggage ple pieces of loading
reviewed and Carrying luggage safely multiple
planned in ac- capacities Multiple or answering pieces of
cordance with of luggage pieces of customer re- luggage
established trolleys luggage quests safely or
standards answering
Desig- Birdcage Oral or writ- customer
Guests are wel- nated ten questions requests
comed routes for to assess
promptly on ar- moving knowledge of Oral or
rival and di- luggage typical bell written
rected to the through desk proce- questions
appropriate public ar- dures and to assess
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 70
PROGRAM REGISTRA-
Issued by Date
TION
Office
area for regis- eas systems knowledge

tration of typical
Restric- Review of bell desk
Guests with tions on portfolios of procedures
luggage are as- areas into evidence and and sys-
sisted in accor- which third party tems
dance with es- luggage workplace re-
tablished pro- can be ports of on- Review of
cedures and taken Or- the-job per- portfolios of
safety require- der in formance by evidence
ments which the candidate and third
luggage is party work-
Guests are es- to be Project or place re-
corted to rooms moved work activi- ports of on-
and where ap- ties that allow the-job per-
propriate cour- Safety the candidate formance
teously standards to demon- by the can-
showed/ex- for lifting strate safe didate
plained the es- heavy working prac-
tablishment/ items. tices in the Project or
room features movement of work activi-
in accordance Safe man- baggage and ties that al-
with estab- ual han- to respond to low the
lished proce- dling of a range of candidate
dures luggage typical cus- to demon-
which in- tomer re- strate safe
cludes quirements working
loading practices in
and un- the move-
loading ment of
luggage baggage
from vehi- and to re-
cles and spond to a
handling range of
fragile typical cus-
items. tomer re-
quirements
Proce-
dures for
taking
luggage
from
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 71
PROGRAM REGISTRA-
Issued by Date
TION
Office
rooms
Placement
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
LO2 . Handle guest luggage

Guest luggage Luggage Current Direct obser- Direct ob-
is safely trans- marking equipment vation of the servation of
ported and de- and tag- and tech- candidate the candi-
livered to the ging sys- nology for carrying and date carry-
correct location tems moving loading multi- ing and
within appro- baggage ple pieces of loading
priate time- Carrying luggage safely multiple
frames capacities Multiple or answering pieces of
of luggage pieces of customer re- luggage
Luggage stor- trolleys luggage quests safely or
age system is answering
operated cor- Desig- Birdcage Oral or writ- customer
rectly and in nated ten questions requests
accordance routes for to assess
with estab- moving knowledge of Oral or
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 72
PROGRAM REGISTRA-
Issued by Date
TION
Office
lished proce- luggage typical bell written

dures and se- through desk proce- questions
curity require- public ar- dures and to assess
ments eas systems knowledge
of typical
Luggage is Restric- Review of bell desk
marked and ac- tions on portfolios of procedures
curately stored areas into evidence and and sys-
to allow for which third party tems
easy retrieval luggage workplace re-
following the can be ports of on- Review of
established taken Or- the-job per- portfolios of
procedures der in formance by evidence
which the candidate and third
Luggage is luggage is party work-
placed correctly to be Project or place re-
within the stor- moved work activi- ports of on-
age system ties that allow the-job per-
Safety the candidate formance
standards to demon- by the can-
for lifting strate safe didate
heavy working prac-
items. tices in the Project or
movement of work activi-
Safe man- baggage and ties that al-
ual han- to respond to low the
dling of a range of candidate
luggage typical cus- to demon-
and un- the move-
loading ment of
luggage baggage
cles and spond to a
handling range of
items. tomer re-
quirements
Proce-
dures for
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 73
PROGRAM REGISTRA-
Issued by Date
TION
Office
taking
luggage
from
rooms
Placement
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
LO3 . Respond to request for concierge services

Concierge is Luggage Current Direct obser- Direct ob-
provided marking equipment vation of the servation of
promptly and and tag- and tech- candidate the candi-
in accordance ging sys- nology for carrying and date carry-
with establish- tems moving loading multi- ing and
ment’s security baggage ple pieces of loading mul-
and safety re- Carrying luggage safely tiple pieces
quirements capacities Multiple or answering of luggage
of luggage pieces of customer re- safely or an-
Colleagues and trolleys luggage quests swering cus-
other depart- tomer re-
ments are li- Desig- Birdcage Oral or writ- quests
aised to ensure nated ten questions
effective re- routes for to assess Oral or writ-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 74
PROGRAM REGISTRA-
Issued by Date
TION
Office
sponse to moving knowledge of ten ques-

concierge ser- luggage typical bell tions to as-
vice requests. through desk proce- sess knowl-
public ar- dures and edge of typi-
eas systems cal bell desk
procedures
Restric- Review of and systems
tions on portfolios of
areas into evidence and Review of
which third party portfolios of
luggage workplace re- evidence
can be ports of on- and third
taken Or- the-job per- party work-
der in formance by place re-
which the candidate ports of on-
luggage is the-job per-
to be Project or formance by
moved work activi- the candi-
ties that allow date
Safety the candidate
standards to demon- Project or
for lifting strate safe work activi-
heavy working prac- ties that al-
items. tices in the low the can-
movement of didate to
Safe man- baggage and demonstrate
ual han- to respond to safe working
dling of a range of practices in
luggage typical cus- the move-
which in- tomer re- ment of bag-
cludes quirements gage and to
loading respond to a
and un- range of typ-
loading ical cus-
luggage tomer re-
from vehi- quirements
cles and
handling
fragile
items.
Proce-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 75
PROGRAM REGISTRA-
Issued by Date
TION
Office
dures for
taking
luggage
from
rooms
Placement
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
LO4 . Manage intoxicated persons

Levels of intoxi- Luggage Current Direct obser- Direct ob-
cation of cus- marking equipment vation of the servation of
tomers are de- and tag- and tech- candidate the candi-
termined ging sys- nology for carrying and date carry-
tems moving loading multi- ing and
Difficult situa- baggage ple pieces of loading mul-
tions are re- Carrying luggage safely tiple pieces
ferred to an ap- capacities Multiple or answering of luggage
propriate per- of luggage pieces of customer re- safely or an-
son trolleys luggage quests swering cus-
tomer re-
Appropriate Desig- Birdcage Oral or writ- quests
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 76
PROGRAM REGISTRA-
Issued by Date
TION
Office
procedures are nated ten questions

applied to the routes for to assess Oral or writ-
situation and moving knowledge of ten ques-
in accordance luggage typical bell tions to as-
with enterprise through desk proce- sess knowl-
policy public ar- dures and edge of typi-
eas systems cal bell desk
Legislative re- procedures
quirements are Restric- Review of and systems
applied tions on portfolios of
areas into evidence and Review of
which third party portfolios of
luggage workplace re- evidence
taken Or- the-job per- party work-
der in formance by place re-
which the candidate ports of on-
luggage is the-job per-
to be Project or formance by
moved work activi- the candi-
Safety the candidate
loading ical cus-
luggage tomer re-
cles and
handling
fragile
items.
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 77
PROGRAM REGISTRA-
Issued by Date
TION
Office
Proce-
dures for
taking
luggage
from
rooms
Placement
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
Core Competencies :
Unit of Competency : PROVIDE CASHIERING SERVICES
Modules Title: PROVIDING CASHIERING SERVICES
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 78
PROGRAM REGISTRA-
Issued by Date
TION
Office
quired to provide cashiering service of a Front Of-
fice personnel.
LO1. Prepare guest folio
LO2. Collect cash, cash equivalents or non-
cash transactions
LO3. Process receipts and payments
LO4. Reconcile financial transactions at the end
of
the shift.

LO1 . Prepare guest folio

Criteria Methods
Check with Luggage Current Direct obser- Direct ob-
other depart- marking equipment vation of the servation of
ments of any and tag- and tech- candidate the candi-
unposted or ging sys- nology for carrying and date carry-
late charges. tems moving loading multi- ing and
All unposted or baggage ple pieces of loading
late charges Carrying luggage safely multiple
are posted in capacities Multiple or answering pieces of
the property’s of luggage pieces of customer re- luggage
computerized trolleys luggage quests safely or
system. answering
Desig- Birdcage Oral or writ- customer
Guest folio is nated ten questions requests
printed out and routes for to assess
readied to be moving knowledge of Oral or
presented to luggage typical bell written
guest. through desk proce- questions
public ar- dures and to assess
Guest folio is eas systems knowledge
presented to of typical
guest for review Restric- Review of bell desk
and approval. tions on portfolios of procedures
areas into evidence and and sys-
which third party tems
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 79
PROGRAM REGISTRA-
Issued by Date
TION
Office
luggage workplace re-

can be ports of on- Review of
taken Or- the-job per- portfolios of
der in formance by evidence
which the candidate and third
luggage is party work-
to be Project or place re-
moved work activi- ports of on-
ties that allow the-job per-
heavy working prac-
and un- the move-
loading ment of
luggage baggage
cles and spond to a
handling range of
items. tomer re-
quirements
Proce-
dures for
taking
luggage
from
rooms
Placement
of luggage
within
rooms
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 80
PROGRAM REGISTRA-
Issued by Date
TION
Office
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
LO2 . Process receipts and payments

Cash is ac- Luggage Current Direct obser- Direct ob-
cepted and marking equipment vation of the servation of
counted in and tag- and tech- candidate the candi-
front of the ging sys- nology for carrying and date carry-
customer. tems moving loading multi- ing and
baggage ple pieces of loading
Credit cards or Carrying luggage safely multiple
Debit cards is capacities Multiple or answering pieces of
processed ac- of luggage pieces of customer re- luggage
cording to en- trolleys luggage quests safely or
terprise stan- answering
dards. Desig- Birdcage Oral or writ- customer
nated ten questions requests
Payment routes for to assess
through ac- moving knowledge of Oral or
cepted foreign luggage typical bell written
currency is through desk proce- questions
processed ac- public ar- dures and to assess
cording to eas systems knowledge
property stan- of typical
dards. Restric- Review of bell desk
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 81
PROGRAM REGISTRA-
Issued by Date
TION
Office
tions on portfolios of procedures

Traveler’s areas into evidence and and sys-
check is pro- which third party tems
cessed accord- luggage workplace re-
ing to property can be ports of on- Review of
standards. taken Or- the-job per- portfolios of
der in formance by evidence
Other billing which the candidate and third
settlement is luggage is party work-
processed us- to be Project or place re-
ing property moved work activi- ports of on-
standards. ties that allow the-job per-
heavy working prac-
and un- the move-
loading ment of
luggage baggage
cles and spond to a
handling range of
items. tomer re-
quirements
Proce-
dures for
taking
luggage
from
rooms
Placement
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 82
PROGRAM REGISTRA-
Issued by Date
TION
Office
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
LO3 . Process receipts and payments

Cash, cash Luggage Current Direct obser- Direct ob-
equivalents or marking equipment vation of the servation of
non cash and tag- and tech- candidate the candi-
transactions ging sys- nology for carrying and date carry-
received from tems moving loading multi- ing and
guest is accu- baggage ple pieces of loading mul-
rately pro- Carrying luggage safely tiple pieces
cessed accord- capacities Multiple or answering of luggage
ing to property of luggage pieces of customer re- safely or an-
standards. trolleys luggage quests swering cus-
Receipts are tomer re-
correctly issued Desig- Birdcage Oral or writ- quests
and presented nated ten questions
to guest. routes for to assess Oral or writ-
moving knowledge of ten ques-
Transactions luggage typical bell tions to as-
are recorded to through desk proce- sess knowl-
guest account public ar- dures and edge of typi-
in the comput- eas systems cal bell desk
erized system. procedures
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 83
PROGRAM REGISTRA-
Issued by Date
TION
Office
Checked out Restric- Review of and systems

guest is pro- tions on portfolios of
cessed based areas into evidence and Review of
on property which third party portfolios of
standards. luggage workplace re- evidence
Transactions taken Or- the-job per- party work-
are expediently der in formance by place re-
performed to which the candidate ports of on-
the satisfaction luggage is the-job per-
of guest and to be Project or formance by
according to moved work activi- the candi-
property stan- ties that allow date
dards. Safety the candidate
loading ical cus-
luggage tomer re-
cles and
handling
fragile
items.
Proce-
dures for
taking
luggage
from
rooms
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 84
PROGRAM REGISTRA-
Issued by Date
TION
Office
Placement
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.
LO4. Reconcile financial transactions at the end of the shift.

Balancing of Luggage Current Direct obser- Direct ob-
cash float are marking equipment vation of the servation of
performed in and tag- and tech- candidate the candi-
accordance ging sys- nology for carrying and date carry-
with property tems moving loading multi- ing and
standards baggage ple pieces of loading mul-
Carrying luggage safely tiple pieces
Cash, cash capacities Multiple or answering of luggage
equivalents of luggage pieces of customer re- safely or an-
and non-cash trolleys luggage quests swering cus-
documents are tomer re-
segregated and Desig- Birdcage Oral or writ- quests
accurately nated ten questions
counted. routes for to assess Oral or writ-
moving knowledge of ten ques-
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 85
PROGRAM REGISTRA-
Issued by Date
TION
Office
Balance of be- luggage typical bell tions to as-

tween comput- through desk proce- sess knowl-
erized system public ar- dures and edge of typi-
and sum of eas systems cal bell desk
cash and non- procedures
cash transac- Restric- Review of and systems
tions is accu- tions on portfolios of
rately deter- areas into evidence and Review of
mined, tallied which third party portfolios of
and balanced. luggage workplace re- evidence
Transactions taken Or- the-job per- party work-
are recorded der in formance by place re-
and processed which the candidate ports of on-
according to luggage is the-job per-
property stan- to be Project or formance by
dards. moved work activi- the candi-
Cashier’s ac- Safety the candidate
count is prop- standards to demon- Project or
erly closed for lifting strate safe work activi-
based on prop- heavy working prac- ties that al-
erty standards. items. tices in the low the can-
Source docu- Safe man- baggage and demonstrate
ments are ual han- to respond to safe working
properly filed dling of a range of practices in
and stored. luggage typical cus- the move-
loading ical cus-
luggage tomer re-
cles and
handling
fragile
items.
Proce-
dures for
Document Code
OPERATING PROCEDURE
TESDA-OP-CO-01
Rev. No. Page
00 86
PROGRAM REGISTRA-
Issued by Date
TION
Office
taking
luggage
from
rooms
Placement
of luggage
within
rooms
Group
luggage
proce-
dures
Handling
protocols
for deal-
ing with
group ar-
rivals and
depart-
ments.

Competency-Based Curriculum A. Course Design: Operating Procedure Document Code Program Registra-Tion

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Competency-Based Curriculum A. Course Design: Operating Procedure Document Code Program Registra-Tion

Uploaded by

Copyright:

Available Formats

Document Code

Course Title: FRONT OFFICE SERVICES

Trainee Entry Trainees or students wishing to gain entry into this

2. Work in a team 2. Working in a 2.1 De- 4.5 hours

4. Practice occupa- 4. Practicing occu- 4.1 Evalu- 4.5

3. Perform 3. Performing com-puter 3.1 Plan and 4.8 hours

Assessment Methods: Written exam, Interviews, Questioning, Simulation,

 The training is based on curriculum developed from the compe-

(List of recommended tools, equipment and materials for the

TOOLS EQUIPMENT MATERIALS

Training Resources/ Ma-

Basic Competencies : COMMUNICATIONS

Details of Learning Outcomes:

Assessment Contents Conditions Methodolo- Assess-

LO2 . PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.

Assessment Contents Conditions Methodolo- Assessment

LO3 . Participate in workplace meeting and discussion.

Assessment Contents Conditions Methodolo- Assessment

Basic Competencies : TEAM WORK

Nominal Duration: 8HRS

Summary of Learning Outcomes:

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

LO2 . DESCRIBE WORK AS A TEAM MEMBER

Assessment Contents Conditions Methodolo- Assessment

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

LO2 . SET AND MEET WORK PRIORITIES

Assessment Contents Conditions Methodolo- Assessment

LO3 . MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

Assessment Contents Conditions Methodolo- Assessment

LO1 . Identity hazards and risks

Assessment Contents Conditions Methodologies Assessment

established in Risk Identi-

LO2 . EVALUATE HAZARDS AND RISKS

Assessment Contents Conditions Methodolo- Assessment

LO3 . CONTROL HAZARDS AND RISKS

Assessment Contents Conditions Methodolo- Assessment

LO4 . MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

Assessment Contents Conditions Methodolo- Assessment

Module Descriptor: This module covers the knowledge, skills

Assessment Contents Conditions Methodologies Assessment

accessed industry personal discussion tion

LO2 . Access, apply and share industry information

Assessment Contents Conditions Methodolo- Assessment

LO3 . OBSERVE WORKPLACE HYGIENE PROCEDURES

Assessment Contents Conditions Methodolo- Assessment

LO4. Cleaning and disinfectant

Assessment Contents Conditions Methodologies Assessment

LO2 Input data into the computer

LO3. Access information using computer

LO4. Produce output data using computer sys-

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

tasked con- of mem-

LO2. INPUT DATA INTO THE COMPUTER

Assessment Contents Conditions Methodolo- Assessment

•Accuracy of media -printer

LO3. ACCESS INFORMATION USING COMPUTER

Assessment Contents Conditions Methodolo- Assessment

LO4 . PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

Assessment Contents Conditions Methodolo- Assessment