FRONT OFFICE

SERVICES NC II
MODULE: Provide Club
Reception Services
Reservation
Introductory Message

This Self-Learning Module (SLM) is prepared so that you, our

dear learners, can continue your studies and learn while at
home. Activities, questions, directions, exercises, and
discussions are carefully stated for you to understand each
lesson.

Each SLM is composed of different parts. Each part shall guide

you step-by-step as you discover and understand the lesson
prepared for you.

Pre-tests are provided to measure your prior knowledge on

lessons in each SLM. This will tell you if you need to proceed on
completing this module or if you need to ask your facilitator or
your teacher’s assistance for better understanding of the lesson.
At the end of each module, you need to answer the post-test to
self-check your learning. Answer keys are provided for each
activity and test. We trust that you will be honest in using these.

In addition to the material in the main text, Notes to the Teacher

are also provided to our facilitators and parents for strategies and
reminders on how they can best help you on your home-based
learning.

Please use this module with care. Do not put unnecessary marks
on any part of this SLM. Use a separate sheet of paper in
answering the exercises and tests. And read the instructions
carefully before performing each task.

If you have any questions in using this SLM or any difficulty in

answering the tasks in this module, do not hesitate to consult
your teacher or facilitator.

Thank you.
 What I Need to Know

This module was designed and written with you in mind. It is here to help
you master the nature of providing information on club services. The scope of
this module permits it to be used in many different learning situations. The
language used recognizes the diverse vocabulary level of students. The
lessons are arranged to follow the standard sequence of the course. But the
order in which you read them can be changed to correspond with the
textbook you are now using.

After going through this module, you are expected to:

1. Discuss the different hotel club features.

2. Enumerate the steps in providing and processing of hotel club
membership and services.
3. Value the benefits of being a club member in a hotel.

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 What I Know

Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Write
your answer on your activity notebook.

1. Account balance can be drawn out

2. All membership cards for registration is free of charge
3. The more you are charged, the least points you get
4. Food and beverages and lodging do not belong to the hospitality industry.
5. Offering discounts does not ensure clients’ patronage.
6. Each hotel has rules and regulations hotel club members.
7. Members may enjoy discounts on guest rooms and catering, health care
and entertainment facilities.
8. Members may enjoy value-added services annually such as reward points
accumulation.
9. In case of loss or damage of the card, you may contact the hotel to reissue.
10.Points earned can be used to exchange for gifts.
11.Any violations to the rules will result in the termination of your
membership.
12.Hotel club membership will allow clients better access to personalized
services
13.Club membership program is a hotel marketing strategy.
14.Club membership is a service offered by the hotel to its client to reward
their loyalty.
15.All club earned points may be used with other offers or discounts at the
same time.

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 Lesso
Provide Information on
n 4 Club Services
The hospitality industry segments include the travel and tourism, recreation,
food and beverages and lodging. Each segment has its own line of establishments.
For example, airlines/cruise line and travel agencies under travel and tourism,
resorts and theme parks under recreation, restaurants under food and beverages,
and hotel under lodging.
Different establishments have different ways and strategies of making sales
and boosting their revenue. These include offers of rewards for loyalty of its clients,
and to secure patronage in the process. One of these offers is club membership.

Notes to the Teacher

This contains helpful tips or strategies that will
help you in guiding the learners. The following
are information that would lead to the activities
and assessment. Some activities may need your
own discretion upon checking, or you may use
rubric if provided. Please review the activities
and answer keys and amend if necessary.

What’s In

Direction: As a review of the previous lesson, enumerate the steps of the

accounting cycle.

1. 5.

2. 6.

3. 7.

3
4. 8.

What’s New

Directions: Arrange the jumbled letters to make a word/term relevant to the lesson.
Write your answer on your activity notebook.

1. bluc 2. untdicos
3. emmreb 4. eref
5. arcd 6. ureleis
7. ugtes 8. sibetnef
9. yolytal 10. tehol

What is It

Hotel Club Features and Benefits

Club membership is a service offered by the hotel to its client to reward their
loyalty and to attract and retain clients especially those frequent hotel guests. Hotel
club membership will allow clients better access to services like:
1. Priority check inns
2. Personalized services such as:
a. separate club floor for guest registration
b. guest is picked up from airport
c. warm welcome with welcome drink or welcome gift such as a basket of fruit
d. guest is escorted by the club manager to guest room
e. complimentary continental breakfast and tea or coffee
f. allowed hard drinks
g. butler service
1. Room is provided with all luxury amenities and board room facilities
2. Access to business center, recreation, and leisure facilities
3. Free parking
4. Discount pricing

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 5. No blackout dates
6. Quick check out

Hotel club members enjoy discounts or privileges, such as upgrades of

membership. They will also be given points each time they do financial transactions
with the hotel. There is an equivalent point for a specific amount a guest member
pays to the hotel for their stay. These points can then be claimed later and used to
pay for hotel services incurred.

How to become a club member

A hotel offering club membership may have the following steps to follow when
processing membership application:

1. Provide advice and information on club services and facilities to customers

and club members.
2. Explain club membership and club rules clearly, correctly and politely to
members and guests.
3. Explain membership application forms to applicants and assist them to
complete forms.
4. Issue correct membership badges or cards.
5. Use club reception technology to assist with the provision of services to
members and guests.

The image below shows an example of a club membership application form.

(Numbeos n.d.)

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Rules and Regulations of Hotel Clubs
Each hotel may have rules and regulations for unique for their own hotel club
members.

Below are the common rules and regulations a hotel may include in its
membership:

I. Privileges for Membership Card

1. Members may enjoy discounts on guest rooms and catering, health care and
entertainment facilities including KTV, leisure bar, gym center, farm programs
(barbecue, fishing, and Jet Ski), and all these discounts shall not be used with
other offers or discounts at the same time.

2. Members may enjoy value-added services annually such as reward points

accumulation.

3. Account balance cannot be drawn out.

II. Membership Card Issuing Rules

1. Php5,000.00 (or above) shall be charged in the membership card for registration. In
case of loss or damage of the card, you may contact the hotel to reissue.

2. The more you are charged, the more points you get. But you cannot get the money
and discount at the same time.

III. Reward point rules and Exchange

You will earn 1 point for every PhP100.00 spent and the points can be used to
exchange for gifts. The points will be valid for one year start from the first point
accumulation.

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IV. Registration Procedure

When you finish the application form, you may contact the hotel reception for
the member card registration.

V. Rights and Obligations of Members

1. Please show your membership card during check-in and check-out in order
to ensure your rights as well as to credit reward points.

2. Regular promotions and special offers for will be given to members.

3. For members, if you check-in on your birthday, a birthday cake will be

prepared for you free of charge and you may enjoy a 30% discount on food
and beverages for the whole day.
4. Late check-out until 6:00 pm.
5. All members shall observe these provisions mentioned hereby.
Any violations to these rules will result in the termination of your membership.

What’s More

Directions: Write at least five best features of a club membership. Write your answer
on your activity notebook.

1.
2.
3.
4.
5.

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 What I Have Learned
Directions: Write at least a two-paragraph essay about your learning on this
lesson/module using the following guide phrases.

I have learned that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I have realized that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I will apply
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Essay Rubrics

Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are
Ideas manner manner general vague or
unclear

Organization Strong and Organized Some No

organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
beg/mid/end beg/mid/end

Understanding Writing shows Writing shows Writing shows Writing shows

strong a clear adequate little
understanding understanding understanding understanding

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 Mechanics Few (if any) Few errors Several errors Numerous
errors errors

TOTAL POINTS: /40

What I Can Do

Directions: Write the procedures to be followed by front office clerk for

hotel club membership application. Write your answers on your activity
notebook.

1.
2.
3.
4.
5.

Assessment

Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Write
your answers on your activity notebook.

1. Each hotel has rules and regulations hotel club members.

2. Members may enjoy discounts on guest rooms and catering, health care and
entertainment facilities.

3. Members may enjoy value-added services annually such as reward points

accumulation.

4. In case of loss or damage of the card, you may contact the hotel to reissue.

5. Points earned can be used to exchange for gifts.

9
6. Any violations to the rules will result in the termination of your membership.

7. Hotel club membership will allow clients better access to personalized services

8. Club membership program is a hotel marketing strategy.

9. Club membership is a service offered by the hotel to its client to reward their
loyalty.

10. All club earned points may be used with other offers or discounts at the same
time.

11. Account balance can be drawn out

12. All membership cards for registration is free of charge

13. The more you are charged, the least points you get
14. Food and beverages and lodging do not belong to the hospitality industry.

15. Offering discounts does not ensure clients’ patronage.

10
 Answer Key

FALSE 4.
. TRUE 10 . FALSE 5
TRUE 3.
. TRUE 9 . FALSE 4
TRUE 2.
. TRUE 8 . FALSE 3
TRUE 1.
. TRUE 7 . FALSE 2
TRUE
. 11
. TRUE 6 . FALSE 1

What I Know

hotel 9. loyalty 5.
benefits 8. guest 4.
leisure 7. card 3.
free 6. member 2.
discount 5. Club 1.
What’s New

Closing the Books 8.

Creating Financial Statements 7.
Adjusting Worksheet Entries 6.
Analyzing Worksheet Entries 5.
Unadjusted Trial Balance 4.
Posting 3.
transactions ecording of R 2.
Identifying transactions 1.

What’s In

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 FALSE15.
FALSE 14. TRUE 13.
FALSE12.
TRUE11. TRUE10.
FALSE 9.
TRUE 8. TRUE 7.
FALSE 6.
TRUE 5. TRUE 4.
FALSE 3.
TRUE 2. TRUE 1.

Assessment

of services to members and guests.

Use club reception technology to assist with the provision 5.
Issue correct membership badges or cards. 4.
assist them to complete forms.
applicants
Explain
and
membership application forms to 3.
correctly and politely to members and guests.
Explain club membership and club rules clearly, 2.
facilities to customers and club members.
Provide advice and information on club services and 1.
What I Can Do

parkingFree 5.
Access to business center, recreation, and leisure facilities 4.
facilities
Room is provided with all luxury amenities and board room 3.
Guest is picked up from airport 2.
Separate club floor for guest registration 1.

What’s More

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References
Book

Roldan, A. S. (2014). Introduction to Hotel & Front Office Operations. Skills Development
and Management Services, Inc.

Website

CANVA APK: Design, photo & video 2.148.0 (application android) - télécharger des.
APKCombo.com. (n.d.). Retrieved January 20, 2022, from
http://apkcombo.baixarprogramas.org/fr/canva-design-photo-video/com.canva.editor