COURSE TITLE Front Office Service

NOMINAL DURATION OF THE 472 hrs (suited for program delivery)

PROGRAM

QUALIFICATION LEVEL NC II

This course is designed to enhance the knowledge,

COURSE DESCRIPTION skills and attitude of Front Office personnel in
accordance with industry standards. It covers the
basic, common and core competencies on receiving
and processing reservations, operating a
computerized reservation system, providing
reception and accommodation services, conducting
night audit, providing club reception services and
providing porter services.

COURSE OUTCOMES At the end of the course, the students should be

able to:
Summary of all the LO’s 1. Participate in workplace communication;
2. Work in a team environment;
3. Practice career professionalism;
4. Practice occupational health and safety
procedures;
5. Develop and update industry knowledge;
6. Observe workplace hygiene procedures;
7. Perform computer operations;
8. Perform workplace and safety practices;
9. Provide effective customer service;
10. Receive and process reservations;
11. Operate computerized reservations system;
12. Provide accommodation reception services;
13. Conduct night audit;
14. Provide club reception services;
15. Provide concierge and bell services
16. Provide cashiering services

 Must be high school graduate (16 years old

ENTRY REQUIREMENTS and above)
 Physically and mentally fit
 Can communicate oral and written
 With good moral character
 Can perform basic mathematical
computation.

1
COURSE STRUCTURE

UNIT OF NOMINAL
MODULE LEARNING OUTCOMES
COMPETENCY DURATION

A. BASIC (32 HRS.)

1. Participate in Participating in 1.1 Obtain and convey 8

workplace workplace workplace information
communication communication
1.2 Speak English at a basic
operational level

1.3 Complete relevant work

related documents

1.4 Participate in workplace

meeting and discussion

2. Work in a team Working in a team 2.1 Describe and identify 8

environment environment team role and
responsibility in a team

2.2 Describe work as a team

Member

2.3 Work effectively with

Colleagues

2.4 Work in socially diverse

environment

2
 UNIT OF NOMINAL
MODULE LEARNING OUTCOMES
COMPETENCY DURATION

3. Practice career Practicing career 3.1 Integrate personal

professionalism professionalism objectives with
organizational goals
8
3.2 Set and meet work
Priorities

3.3 Maintain professional

growth and development

4. Practice occupational 4.1 Practicing 4.1 Evaluate hazard and risks

health and safety occupational health 8
procedures and safety 4.2 Control hazards and risks
procedures
4.3 Maintain occupational
health and safety
awareness

4.4 Perform basic first-aid

procedures

3
 UNIT OF NOMINAL
MODULE LEARNING OUTCOMES
COMPETENCY DURATION

B. COMMON (40 HRS)

1. Develop and update Developing and 1.1 Seek information on the

industry knowledge updating industry Industry
knowledge 8
1.2 Update continuously
relevant industry
knowledge

1.3 Develop and update local

Knowledge

1.4 Promote products and

services to customers

4
 UNIT OF NOMINAL
MODULE LEARNING OUTCOMES
COMPETENCY DURATION

2. Observe workplace Observing 2.1 Follow hygiene

hygiene procedures workplace hygiene Procedures
procedures 8
2.2 Identify and prevent
hygiene risk

5
 UNIT OF NOMINAL
MODULE LEARNING OUTCOMES
COMPETENCY DURATION

3. Perform computer 3.1 Performing 3.1 Plan and prepare task to

operations Computer be undertaken
Operations
3.2 Input data into a 8
Computer

3.3 Assess information using

Computer

3.4 Produce/ output data

using computer system

3.5 Maintain computer

system
UNIT OF NOMINAL
MODULE LEARNING OUTCOMES
COMPETENCY DURATION

4. Perform workplace 4.1 Performing 4.1 Practice workplace

safety practices workplace safety procedures for health,
practices safety and security
practices

4.2 Perform child protection 8

duties relevant to the
tourism industry

4.3 Observe and monitor

people

4.4 Deal with emergency

situations

4.5 Maintain safe personal

presentation standards

4.6 Maintain a safe and

secure workplace

6
 5.1 Greet customers
5. Provide effective 5.1 Providing
customer services effective customer 5.2 Identify customer
services
5.3 Deliver service to
Customer
8
5.6 Handle queries through
use of common business
tools and technology

5.5 Handle complaints/

conflict situations,
evaluation and
recommendations

7
UNIT OF COMPETENCY MODULE LEARNING OUTCOMES NOMINAL
DURATION

C. CORE (400 HRS)

1.1 Receiving and 1.1 Receive reservation
1. Receive and Process Processing Request
Reservations Reservations
1.2 Record details of
Reservation 34

1.3 Update reservations

1.4 Advise others on

reservation details

8
 NOMINAL
UNIT OF COMPETENCY MODULE LEARNING OUTCOMES
DURATION

2. Operate a 2.1 Operating a 2.1 Computerize reservation 74

Computerized Reservation Computerized system is operated based on
System Reservation System property standards.

2.2 Create and process

Reservations

2.3 Send and receive

reservation communications

9
 NOMINAL
UNIT OF COMPETENCY MODULE LEARNING OUTCOMES
DURATION

3. Provide accommodation 3.1 Providing 3.1 Prepare reception area

reception services. accommodation for guest arrival
reception services.
3.2 Welcome and register
guests

3.3 Computerize reservation 96

system is operated

3.4 Perform “During Stay”

functions

3.5 Organize guest

departure

3.6 Prepare front office

records and reports

4. Conduct Night Audit 4.1 Conducting 4.1 Process internal financial

Night Audit Transactions
64
4.2 Complete routine records
and reports

10
 NOMINAL
UNIT OF COMPETENCY MODULE LEARNING OUTCOMES
DURATION

5. Provide Club Reception 5.1 Providing Club 5.1 Provide information on

Services reception Services club services and process 44
memberships

5.2 Monitor entry to club

6. Provide concierge and 6.1 Providing 6.1 Handle guest arrivals

bell services concierge and and departures
bell services
6.2 Handle guest luggage 44

6.3 Respond to request for

concierge services

6.4 Manage intoxicated

persons

11
 NOMINAL
UNIT OF COMPETENCY MODULE LEARNING OUTCOMES
DURATION

7. Provide cashiering Providing cashiering 7.1 Prepare guest folio

services services
7.2 Collect cash, cash 44
equivalents or non-cash
transactions

7.3 Process receipts and

Payments

7.4 Reconcile financial

transactions at the end of
the shift.

TOTAL NO. OF HOURS 472

12
TRAINER’S QUALIFICATIONS- FRONT OFFICE SERVICES (TOURISM SECTOR)

 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

13
SECTOR : TOURISM

BASIC COMPETENCY : COMMUNICATIONS

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE

COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE

COMMUNICATION

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Obtain and convey workplace information

LO 2. Speak English at a basic operational level
LO 3. Complete relevant work related documents
LO 4. Participate in workplace meeting and discussion

14
SECTOR : TOURISM

BASIC COMPETENCY : TEAM WORK

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Describe and identify team role and responsibility in a team

LO 2. Describe work as a team member
LO 3. Work effectively with colleagues
LO 4. Work in socially diverse environment

15
SECTOR : TOURISM

UNIT OF COMPETENCY : PRACTICE CAREER

PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER

PROFESSIONALISM

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities
LO 3. Work effectively with colleagues
LO 4. Maintain professional growth and development

16
SECTOR : TOURISM

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH

AND SAFETY

MODULE TITLE : PRACTICING OCCUPATIONAL

HEALTH AND SAFETY

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Evaluate hazard and risks

LO 2. Control hazards and risks
LO 3. Maintain occupational health and safety awareness
LO 4. Perform basic first-aid procedures

17
SECTOR : TOURISM

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY

KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATING

INDUSTRY KNOWLEDGE

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Seek information on the industry

LO 2. Update continuously relevant industry knowledge
LO 3. Develop and update local knowledge
LO 4. Promote products and services to customers

18
SECTOR : TOURISM

UNIT OF COMPETENCY : Observe workplace hygiene

procedures

MODULE TITLE : Observing workplace hygiene

procedures

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Follow hygiene procedures

LO 2. Identify and prevent hygiene risk

19
SECTOR : TOURISM

UNIT OF COMPETENCY : Perform computer operations

MODULE TITLE : Performing computer operations

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Plan and prepare task to be undertaken

LO 2. Input data into a computer
LO 3. Assess information using computer
LO 4. Produce/ output data using computer system
LO 5. Maintain computer system

20
SECTOR : TOURISM

UNIT OF COMPETENCY : Perform workplace and safety

practices

MODULE TITLE : Performing workplace and safety

practices

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Practice workplace procedures for health, safety and security

practices
LO 2. Perform child protection duties relevant to the tourism industry
LO 3. Observe and monitor people
LO 4. Deal with emergency situations
LO 5. Maintain safe personal presentation standards
LO 6. Maintain a safe and secure workplace

21
SECTOR : TOURISM

UNIT OF COMPETENCY : Provide effective customer service

MODULE TITLE : Providing effective customer service

SUGGESTED DURATION : 8

SUMMARY OF LEARNING OUTCOMES:

LO 1. Greet customers
LO 2. Identify customer
LO 3. Deliver service to customer
LO 4. Handle queries through use of common business tools and
technology
LO 5. Handle complaints/ conflict situations, evaluation and
recommendations

22
SECTOR : TOURISM

UNIT OF COMPETENCY : Receive and process reservations

MODULE TITLE : Receiving and process reservations

SUGGESTED DURATION : 34

SUMMARY OF LEARNING OUTCOMES:

LO 1. Receive reservation request

LO 2. Record details of reservation
LO 3. Update reservations
LO 4. Advise others on reservation details

23
SECTOR : TOURISM

UNIT OF COMPETENCY : Operate a computerized reservations

system

MODULE TITLE : Operating a computerized reservations

system

SUGGESTED DURATION : 74

SUMMARY OF LEARNING OUTCOMES:

LO 1. Computerize reservation system is operated based on property

standards.
LO 2. Create and process reservations
LO 3. Send and receive reservation communications

24
SECTOR : TOURISM

UNIT OF COMPETENCY : Provide accommodation reception

services

MODULE TITLE : Providing accommodation reception

services

SUGGESTED DURATION : 96

SUMMARY OF LEARNING OUTCOMES:

LO 1. Prepare reception area for guest arrival

LO 2. Welcome and register guests
LO 3. Computerize reservation system is operated
LO 4. Perform “During Stay” functions
LO 5. Organize guest departure
LO 6. Prepare front office records and reports

25
SECTOR : TOURISM

MODULE TITLE : Conducting night audit

SUGGESTED DURATION : 64

SUMMARY OF LEARNING OUTCOMES:

LO 1. Process internal financial transactions

LO 2. Complete routine records and reports

26
SECTOR : TOURISM

UNIT OF COMPETENCY : Provide club reception services

MODULE TITLE : Providing club reception services

SUGGESTED DURATION : 44

SUMMARY OF LEARNING OUTCOMES:

LO 1. Provide information on club services and process memberships

LO 2. Monitor entry to club

27
SECTOR : TOURISM

UNIT OF COMPETENCY : Provide concierge and bell services

MODULE TITLE : Providing concierge and bell services

SUGGESTED DURATION : 44

SUMMARY OF LEARNING OUTCOMES:

LO 1. Handle guest arrivals and departures

LO 2. Handle guest luggage
LO 3. Respond to request for concierge services
LO 4. Manage intoxicated persons

28
SECTOR : TOURISM

UNIT OF COMPETENCY : Provide cashiering services

MODULE TITLE : Providing cashiering services

SUGGESTED DURATION : 44

SUMMARY OF LEARNING OUTCOMES:

LO 1. Prepare guest folio

LO 2. Collect cash, cash equivalents or non-cash transactions
LO 3. Process receipts and payments
LO 4. Reconcile financial transactions at the end of the shift.

29