Subject: FRONT OFFICE SERVICES

Grade Level: Grade 9

Objective: Identify the different personnel of the Front Office department and their function

Learning across curriculum:

1) English - In English class, students can learn about different job titles and their functions through
reading materials and discussions. This connects to Front Office Services as it helps students understand
the roles and responsibilities of front office personnel in a professional setting.

2) Mathematics - In Mathematics class, students can analyze and calculate financial transactions that
front office personnel handle, such as billing and payments. This connects to Front Office Services as it
emphasizes the importance of accuracy and attention to detail in financial transactions.

3) Technology and Livelihood Education (TLE) - In TLE class, students can learn about the different
equipment and software used in front office operations, such as computer systems and reservation
systems. This connects to Front Office Services as it helps students understand the tools and technology
used in the industry.

Review Motivation:

[Teaching Strategy: Brainstorming]

[Instructional Materials: Pictures of Front Office personnel, K-W-L Chart]

1) Show pictures of different front office personnel and ask students to identify their job titles and
functions.

2) Use a K-W-L Chart to assess students' prior knowledge about front office personnel and their
functions.

3) Conduct a role-playing activity where students act as front office personnel and demonstrate their
functions.

Activity 1: Role-Playing "Front Office Personnel"

[Teaching Strategy: Cooperative Learning]

Materials: Role-playing scenarios, props

Significance: This activity allows students to experience the different functions of front office personnel
firsthand, enhancing their understanding of the subject matter.

Instructions:

1) Divide students into groups and assign each group a specific role-play scenario.
2) Provide props and materials for each group to use during the role-play.

3) Assess students based on their ability to accurately portray the assigned front office personnel and
perform their functions.

Rubric:

- Accuracy of portrayal: 15 pts

- Demonstration of assigned functions: 15 pts

- Teamwork and cooperation: 10 pts

Assessment Questions:

1) What are the different roles of front office personnel in a hotel?

2) How does the role of a front desk agent differ from that of a concierge?

3) Why is it important for front office personnel to have good communication skills?

Activity 2: Picture Analysis "Identifying Front Office Personnel"

[Teaching Strategy: Visual Aids]

Materials: Pictures of front office personnel, worksheet

Significance: This activity allows students to practice identifying different front office personnel based on
their appearance and uniforms.

Instructions:

1) Show pictures of front office personnel and ask students to identify their job titles and functions.

2) Distribute a worksheet where students match the pictures to the correct job titles and functions.

3) Assess students based on their accuracy in matching the pictures and their understanding of the
different job titles and functions.

Rubric:

- Accuracy of matching: 20 pts

- Understanding of job titles and functions: 10 pts

Assessment Questions:

1) What is the role of a reservations agent in a hotel?

2) How does a bellhop contribute to the overall guest experience?

3) Why is it important for a front office manager to have leadership skills?

Activity 3: Inquiry-Based Learning "Front Office Department Research"

[Teaching Strategy: Inquiry-Based Learning]

Materials: Internet access, research materials

Significance: This activity encourages students to conduct independent research on the different
personnel of the front office department, deepening their understanding of their functions.

Instructions:

1) Assign each student a specific front office personnel position to research.

2) Provide guidelines and resources for students to conduct their research, such as internet access and
reference materials.

3) Students present their findings to the class, highlighting the functions and responsibilities of their
assigned position.

Rubric:

- Depth of research and understanding: 15 pts

- Presentation skills: 10 pts

Assessment Questions:

1) What are the main duties of a front office supervisor?

2) How does a night auditor contribute to the financial operations of a hotel?

3) Why is it important for a guest relations officer to have excellent customer service skills?

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ANALYSIS:

Activity 1 - The role-playing activity allows students to apply their knowledge and understanding of front
office personnel functions in a simulated real-life setting. It assesses their ability to accurately portray the
assigned roles and perform their functions effectively.

Activity 2 - The picture analysis activity assesses students' ability to identify different front office
personnel based on their appearance and uniforms. It tests their recognition and understanding of the
various job titles and functions.
Activity 3 - The research activity encourages students to conduct independent research on front office
personnel positions. It assesses their ability to gather information, analyze it, and present their findings
to the class.

ABSTRACTION:

The objective of identifying the different personnel of the Front Office department and their function is
important in understanding the roles and responsibilities of front office personnel in a professional
setting. By learning about the different job titles and functions, students can gain a deeper
understanding of the operations and dynamics of the Front Office department. This knowledge can help
them develop skills necessary for future careers in the hospitality industry, such as effective
communication, problem-solving, and customer service.

APPLICATION:

[Teaching Strategy: Project-Based Learning]

Task 1 - Students will create a front office organizational chart, including the different personnel
positions and their functions. They will present their organizational chart to the class and explain the
importance of each position in the overall operation of the Front Office department.

Task 2 - Students will conduct interviews with front office personnel in a local hotel to gather firsthand
information about their roles and functions. They will create a report summarizing their findings and
present it to the class.

ASSESSMENT:

[Teaching Strategy: Discussion]

[Instructional Materials: Assessment Rubric]

Question 1 - Explain the importance of effective communication skills for front office personnel.

Question 2 - How do the functions of front office personnel contribute to the overall guest experience?

Question 3 - Describe the role of a front office manager in ensuring smooth operations of the Front
Office department.

Assignment:

1) Assignment Overview for the Teacher: Students will create a brochure showcasing the different
personnel of the Front Office department and their functions. The brochure should be visually appealing
and informative.
2) Assessment Question: Explain the role and function of a front desk agent in a hotel. Provide examples
of tasks they perform on a daily basis.

3) Assignment Overview for the Teacher: Students will create a poster highlighting the importance of
teamwork among front office personnel. The poster should include visuals and key points about
teamwork in the Front Office department.

4) Assessment Question: How does teamwork among front office personnel contribute to the overall
success of a hotel? Provide specific examples.

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