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FRONT OFFICE SERVICES II

LEARNING MODULE 2

______________________________
Name of Student NOT FOR SALE

JONNA MAI T. INIEGO

Subject Teacher
 I. SUBJECT TITLE: Bread and Pastry Production II
II. TERM: Second Semester
III. MODULE AND DESCRIPTIONS
MIDTERM
MINOR
MODULE MAJOR
TITLE DESCRIPTION PERFORMANCE
NUMBER PERFORMANCE
TASK
TASK
2 Recording This module deals with the Minor PT : Write a Short video on
Details of student to develop knowledge, script on dealing discussing the
Reservation skills, and attitude to with guest while details to ask on
understand recording details of recording the the guest while
reservation in the front office details of the recording on a
services. . reservation. reservation.

Lourdes College
 Integrated Basic Education Department
SENIOR HIGH SCHOOL DEPARTMENT
Gen. Capistrano-Hayes St., Cagayan de Oro City

General Instructional Guidelines

Greeting: Good morning / afternoon everyone! Praised be Jesus and Mary! Welcome to our module
for this session. You will find here our general instructional guidelines, then the
components of our module. You will be guided one step at a time through the specific
instructions of the learning tasks given below, which intend to develop our cognitive skills
as well as our values, considering current social realities. Let joy and peace abound in
your mind and heart as you genuinely and responsibly respond to the learning processes
that this module offers.

I. General Instructional Guidelines

1.1 Please refer to the Unit Plan for the Subject description, minor and major performance tasks,
and criteria for grading. Consultation will be provided through our group chat, email, Gmail,
SMS, Edmodo or other social network. I will monitor your participation in our learning
activities through these chosen media. In addition, you are always encouraged to voice
any concerns on internet connections so that appropriate adjustments can be done.

1.2. Your honesty and integrity are few of the most important component to whatever outputs
asked from the module. A plagiarism-checker tool will be utilized as one of the measures in assessing
your outputs. Use in-text citation (citing the author and year) when you mention a statement coming
from a source other than the list of references that can be found in your paper.

1.3. Feedback is an essential component in this mode of delivery. You will be asked of your
assessment of your learning experience in this subject so that we will be able to improve our learning
processes in the succeeding instructional delivery.

B.2 Specific Instructions for the Learning Activity

You are reminded that at the end of the module, you are expected to comply all the required
tasks/activities, and answer the assessment test.
Note: Kindly upload your output in our Google Classroom using your account. File name must be:
FamilyName_Activtity_A.

Example: Iniego_Module # (Task Name). If you have considerable concerns or problems, feel free to
communicate about it.

Special Reminder: All Short quizzes will be posted on the Google Classroom, you must answer it on
the Google classroom. Find time once a week to answer it.

Special Task: Kindly register an account/create an account to this link

https://www.e-tesda.gov.ph/login/index.php and enrol to “Tourism_(Providing Front Office Services)”.
At the end of the course you should be able to get a certification from TESDA that you completed the
course.
Module No. 2: Recording Details of Reservation

Module Overview: This module deals with the student to develop knowledge, skills, and
attitude to understand recording details of reservation in the front office services.

LEARNING OUTCOME:
The students in the long run and on their own will be able to demonstrate understanding of
recording details of reservation in the Front Office Services as they are reminded about the
significant roles of front services so that they can establish their own business and create
jobs that can help the community as God’s people.

TARGET COMPENTENCIES
Record complete customer details accurately against his/her booking in a manner that
ensures correct interpretation by others who may access the reservation details and Confirm
all booking details with the customer and ensure that s/he understands and agrees to all
items.
LEARNINGOBJECTIVES:
In these lessons, you will learn the following:
1. Determine the recording details of reservation
2. Recognize the recording details of reservation
3. Analyze data in the recording details of reservation

KEYWORDS AND CONCEPT

 Recording – the sum of the past achievements or actions of a person or

organization; a person or thing's previous conduct or performance.
 Details - a small detachment of troops or police officers given a special duty.

CONTENT FOCUS:

Recording Details of Reservation

Recording guest details-
 Adding guest details, such as their names and contact information, is the first step in
building a guest profile and consequently – an entire guest database. Knowing more
personal information like your guest’s birthday, their hobbies, food preferences or
what they did the last time they visited can be the difference between giving them a
good experience and a great experience! All of this information can be stored in their
Guest Profile and Guest Trip sheet which is accessible to the lodge user from the
Rooming calendar.
 Once a hotel is contacted by a guest about reserving space its staff must intelligently
formulate the reservation request and complete a reservation record. The reservation
record is the permanent file form used to store all the information pertinent to a
specific reservation or in current era creating a computerised reservation record in
the hotel management software or PMS.
 In formulating the reservation request, the three most important factors are a) the
expected date of arrival and departure b) the desired room type c) the number of
rooms needed. Using this information the hotel staff can search the room availability
file via the designated arrival date. If the date is not closed the reservation agent
proceeds by checking room type and the number of rooms available.

Along with this preliminary data, a reservation record will usually be judged complete when it
includes the following information:

1. Accurately complete the customer details and record it in the system. Customer
details are:
 Type of guest:
o Group

o Individual

o Corporate

o Government agencies

o VIP’s

o Conference delegates

 Customer profiles:
o Full name of guest and title/company name.

o Address

o Phone, email and other contact details.

 Number of guests
 Date and time - arrival and departure.
 Type of room and room rate per day:
 o Standard

o Deluxe

o Suite

o Penthouse

 Method of payment:
o Cash

o Credit card

o Voucher

 Special request
 Confirmation number
 Date and name of staff taking reservation.
2. In making reservation make sure to check the guest profile or history profile, if
available. This will provide the details on how many times the customer visited the hotel.
This is a good reference in granting special discounts or reward points to use as payment.
Sources of guest profile are:
 Manually
 Electronically
3. Clearly record guest special requests. Special requests may include:
 Baby crib
 Welcome streamer and bouquet
 Wake-up call
 Nonsmoking room
 Halal food
 Butler service
 Tour guide
4. Complete, explain and confirm the reservation details to the guest.
- The acceptance of the reservation is followed by a notification confirming the
blocking of a room or group of rooms. The reservation confirmation is sent to the
booker or guest by email, fax, SMS, social media or online chat (Instant messenger).

 The confirmation establishes :

 A check on the entered reservation request data and satisfaction of the reservation
request.
 An agreement of room rates.
 An agreement of method of payment.
 A statement of the hotel’s cancellation procedure.
5. File the reservation.
6. Prepare and issue documents and other materials to the guest.

TEACHING AND LEARNING ACTIVITIES

 Video Presentation
Students will watch different short video clips to deepen their understanding of the
concepts. Every video presentation, oral recitation will follow where students will be given
opportunity to express their ideas and opinions about an idea/s which is/are presented in the
video.
 Picture Analysis
With the use of pictures, students would be able to see a visual representation of
symbolisms and analyze the meaning behind signs and symbols in connection to film analysis.

ASSESSMENTS:
TASK 1: Script Writing!
Instruction: Write a script on dealing with guest while recording the details of the
reservation.
TASK 2: PERFORMANCE TASK: VIDEO PRESENTATION!
The students will present a 3 minutes video on discussing the details to ask on the
guest while recording on a reservation. This must be submitted on the Goggle Classroom.

Criteria Emerging Developing Proficient Exemplary

7 Pts 8 Pts 9 Pts 10 Pts
Capturing Topic Content is Includes essential Includes essential Covers topic in-
minimal or there information knowledge about depth with
are factual errors. about the topic, the topic. Subject details and
but more knowledge examples.
information is appears to be Knowledge of
needed. good. issue is well
displayed in film.
Originality Video shows Video shows Video shows Video shows a
other people's other people's some original large amount of
ideas, but does ideas (giving them thought. Work original thought.
not give them credit), but there shows new ideas Ideas are creative
credit. No is little evidence and insights. and inventive.
interviews, of original Includes at least Interviews,
commentary, or thinking. Little or one interview, commentary, and
graphics. no use of commentary, or graphics used to
interviews, graphics. enhance
commentary or presentation
graphics.
Voice Speaks too softly May speak too Usually speaks Always speaks
or too rapidly; softly or too loudly, slowly, loudly, slowly and
mumbles; has rapidly; mumbles and clearly; has clearly; has two
one distinct voice occasionally; has two distinct distinct voices
Incorrect one distinct voice voices Correct
pronunciation; Incorrect Correct pronunciation;
does not know pronunciation of pronunciation; explains
what unfamiliar some words; does does not explain
words mean not explain unfamiliar words
unfamiliar words
Production Video is not well Video shows very Video shows
Video is well
planned. Poor little planning. some planning.planned. Sound
sound and video. Sound and video Sound and video
and video quality
Video plays with quality are quality allow for
allow for clear
errors. The video somewhat clear clear messaging
messaging and
exceed 31 and play with and play without
play without
seconds to 1 some errors. The errors. The video
errors. The video
minute. video exceed 21 exceeds 1 to 19
fit the said
to 30 seconds. seconds. instruction of
time capacity.
Timeliness Deadline were The video The video The video
disregarded, submitted after 3 submitted after 1 submitted before
submitted after a to 5 days late. to 2 days late. and on the said
 week late. time and date.

INTEGRATION:
Ignacian Core/Related Value
Core Values: Service
Related Values: Humanity
Question: Why front office clerk must show attentiveness handling a reservation?

Social Orientation: Social Media and Mass Media

Question: Why do hotels secure their page updated on time?

Lesson Across Discipline: English

Question: How will you approach the front office if you want to inquire on their prices?

Faith Biblical Reflection:

“Therefore encourage one another and build one another up, just as you are doing.”‍– 1
Thessalonians 5:11

Summing up what I learned in my journey through this lesson:

I learned that
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___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

I realized that
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

I promise to
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________

Book

Lago, E. 2010. Front Office System and Procedures. MINDSHAPERS CO., Inc. Intramuros, Manila
Internet
https://www.e-tesda.gov.ph/
https://get.tithe.ly/blog/encouraging-bible-verses
https://drive.google.com/drive/u/0/folders/1p7DCT0HnznpEWQhe18PuxcMIf6wCsllz?
fbclid=IwAR2WlfPwvwDm7CLi3s5_Ef0ZIWFaz1UKW9UHxaLkhbAyCXztYvKBs-7ocxQ
https://www.e-tesda.gov.ph/course/view.php?id=4
https://youtu.be/HYG4NHd7wVA
https://setupmyhotel.com/train-my-hotel-staff/front-office-training/766-stages-of-reservation-
process.html
https://support.resrequest.com/property-management/recording-guest-details/

Prepared by:
MS. JONNA MAI T. INIEGO
Teacher’s Name & Signature

Sgd. Kate O,Gonzales

Teacher’s Name & Signature

Checked by:

FARRAH XENITA P. CAJOTE, LPT

ABM and TVL, Strand Leader

Approved by:

ALEXANDER F. SUAN, PhD

LCSHS Coordinator
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