STUDY GUIDE
Front Office NC II Online
Training
(80 hours)
Prepared by: Raymark Grado Angeles
INTRODUCTION
This unit of competency deals with the skills, knowledge and attitude
required to receive and process reservations for a tourism or
hospitality product or service offered for sale through agents or
direct to the consumer.
OBJECTIVES:
At the end of this module, you should be able to:
1. Receive reservation request
2. Records details of reservation
3. Update reservations
4. Advise others on reservation details
KEY CONCEPTS
LO 1. Receive reservation request
o Product knowledge as appropriates to the specific industry sector.
o Reservations and bookings terminology
o Relationships between different sectors of the tourism industry in relation to
reservations and bookings including sources of reservations
o Principles which underpin reservation procedures
LO 2. Records details of reservation
Standard Welcome Phraseology
Checking-in Procedure
Front Office Activities
House Rules and Policies
Industry Standards
LO 3. Update reservations
Policy and Procedure in Handling Guest Services
Order in Which to Walk Guest
Flow and Procedure in handling Guest Complaints
Industry Policy and Procedure
LO 4. Advise others on reservation details
Checking-Out Procedure
Types of FO forms and its Information
Handling Guests Needs and Its Procedure
*Self-paced learning materials are uploaded in the lms.lmmsat.com
LEARNING RESOURCES
1. Self-paced Learning Materials uploaded in LMS (Interactive Book-type lessons, H5Ps,
Online presentations, etc)
2. Webinars
3. Demonstration Videos
4. Lecture Videos
5. Task Sheets and Performance Criteria Checklist.
STUDY QUESTIONS
LO 1. Receive reservation request
1. What are the product knowledge as appropriates to the specific industry sector?
2. What are the different types reservations and bookings terminology?
3. What are the relationships between different sectors of the tourism industry in relation to
reservations and bookings including sources of reservations?
4. What are the different principles which underpin reservation procedures?
LO 2. Records details of reservation
1. What are the standard Welcome Phraseology in welcoming guest?
2. What are the steps in checking-in Procedure base on Industry standards?
3. What are the different types of Front Office Activities?
4. Site the House Rules and Policies Industry Standards?
LO 3. Update reservations
1. Policy and Procedure in Handling Guest Services
2. Order in Which to Walk Guest
3. Flow and Procedure in handling Guest Complaints
4. Industry Policy and Procedure
LO 4. Advise others on reservation details
1. Checking-Out Procedure
2. Types of FO forms and its Information
3. Handling Guests Needs and Its Procedure
ACTIVITIES
Online Activities
1. Orientation Program
a. Attend the Trainees Orientation Program to be held via Google Meet Webinar
on October 16, 2020, 2:00PM
b. Access the Learning Management System, lms.lmmsat.com, and Read the
Study Guide.
c. Participate in the Discussion forum entitled “Self-Introduction”
d. Take the Pretest Exam
2. Daily Webinars (8:00AM) – Attendance is checked
3. Online learning activities
a. Read eLearning contents in books and presentations
b. View videos;
c. Use interactive eLearning materials
d. Take quizzes; (graded, have 80% passing and limited to 3 attempts)
e. Participate in Forums; (required)
Note: A Certificate of Completion shall be awarded to those who participated in all
forum discussions and pass the quizzes and posttest
4. Workshops (Individual and group) – creating/enhancing the eLearning environment
a. The participant shall prepare all components needed for eLearning for the
LO assigned to him/her to be uploaded in the development site:
teampangasinan2.gnomio.com
b. The participant can access the development site using the user credentials
provided to him/her by TESDA-LMMSAT FeLS Team
c. The participant shall refer to the task sheet uploaded in the training site for
his/her hands-on exercises
d. A study guide for the whole Unit of Competency and a Technology Plan based
on the installed eLearning technologies shall be collaboratively prepared by the
members of each group
5. Role-play and or demonstration on how to conduct and participate in a
webinar. One of the following will be assigned for his/her Institutional
Assessment:
a. Orientation
b. Demonstration of providing Technical/learner support
c. Monitoring learning Activities
6. Institutional Assessment
a. Computer -based test
b. Demonstration with questioning
c. Portfolio assessment
STUDY SCHEDULE
Please refer to the schedule for your reference
DATE TOPIC/S ACTIVITY* VENUE AND NO OF
/PERIOD TIME HOURS
Trainees Induction Google Meet 1 hour
Program 2:00PM
ONLINE 35 Minutes
Orientation to Read Study Guide
the Online
Training
Participate in the 25 Minutes
Discussion Forum- Self-
Introduction
30 Minutes
Take Pretest
• Watch the self-paced 1 hour
learning resources lms.lmmsat.com
uploaded for “Lesson
1: eLearning
concepts”
• Watch lecture video
on “Product
knowledge as
October 16- appropriates to the
18, 2020 specific industry
sector”
• Take Quiz 1.1
• Read presentation on
“Lesson 3:
Reservations and
LO 1: bookings terminology”
RECEIVE • Read “Lesson 4:
RESERVATIO Relationships
N REQUEST between different
sectors of the
tourism industry in
relation to
reservations and
bookings including
sources of
reservations
• Take Quiz 1.2
• Read “Lesson 5:
• Principles which
underpin reservation
procedures
"
Read “Lesson 1: 2 hours and
Standard Welcome 30 minutes
Phraseology
”
• Complete Task
Sheet: Develop
Study Guide
• Read Lesson 2:
Checking-in
Procedure
• Read Lesson 3:
Front Office Activities
• Participate in the
LO 2:
Forum: eLearning
RECORDS Engagements and
DETAILS OF
RESERVATION
• Read Lesson 4:
House Rules and
Policies
.
• Read Lesson 5:
Industry Standards
• Take Quiz 2.2
• Read Lesson 1: 1 Hour
Policy and Procedure
in Handling Guest
Services
• Read Lesson 2:
Order in Which to Walk
Guest
LO 3:
UPDATE • Watch video about
RESERVA Simple Course
TIONS
Q & A Forum
• Read Lesson 3:
• Flow and Procedure in
handling Guest
Complaints
Generated Reports
• Read Lesson 4:
Providing Learner
Support Services in
Online Learning
• Take Quiz 3.2
• Read Lesson 1: ONLINE 1 Hour
Checking-Out LMS (Training
Procedure Site)
• Read Lesson 2:
LO 4: Types of FO forms and
ADVISE OTHERS
ON
its Information
RESERVA
TION • Take Quiz 4.1
DETAILS • Read Lesson 3:
Handling Guests
Needs and Its
Procedure
Google Meet 2 Hours
09:00 AM
Daily Webinar • Participate in the
Webinar
Developing ONLINE 14 Hours
Lms.lmmsat.com
and
teamangasinan2.g
Course Site nomio.com
and
Completion of • Complete Task Sheet:
Task Sheets:
UNIT 1:
RECEIVE
RESERVAT
ION
REQUEST
October 19- Complete Task Sheet:
20, 2020 Product knowledge as
appropriates to the
specific industry sector.
Complete Task Sheet:
Reservations and
bookings terminology
Complete Task Sheet:
Relationships between
different sectors of the
tourism industry in
relation to reservations
and bookings including
sources of
reservations
Complete Task Sheet:
Principles which
underpin reservation
procedures
• Complete Task
Standard Welcome
Completion of Phraseology
Task Sheets:
UNIT 2: • Complete Task
Sheet:
Checking-in Procedure
• Complete Task
Sheet:
Front Office Activities
• Complete Task
Sheet: House Rules
and Policies
• Complete Task
Sheet:
Industry Standards
Google Meet 1 Hour
Daily Webinar • Participate in the 09:00 AM
Webinar
October 21-
22, 2020
• Demonstrate one of the ONLINE 15 hours
following based on the Google Meet (including
Demonstration task sheet that will be preparation
INSTITUTIONAL
ASSESSMENT assigned to you: time)
§ Simulate Task
Sheet 1: Receive reservation request
§ Simulate and
Demonstrate:
Records details of
reservation
§ Demonstrate Task
Sheer 2:
Update reservations
Simulate and
Demonstrate:
REFERENCES:
1. CBC Facilitate eLearning Sessions
2. CBLM Facilitate Learning Sessions
3. Online Researches, Journals/Articles (See Learning Materials)
