FRONT OFFICE

SERVICES NC II
MODULE: Provide
Accommodation Reception
Services
Introductory Message
For the facilitator:

Welcome to the TVL 12 Front Office Services Alternative Delivery Mode

(ADM) Module on Provide Accomodation Services (PR)!

This module was collaboratively designed, developed and reviewed by

educators both from public and private institutions to assist you, the
teacher or facilitator in helping the learners meet the standards set by the K
to 12 Curriculum while overcoming their personal, social, and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore,
this also aims to help learners acquire the needed 21st century skills while
taking into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This containshelpful tips or strategiesthat
will help you in guiding the learners.

As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the
module.

For the learner:

Welcome to the TVL 12 Front Office Services Alternative Delivery Mode

(ADM) Module on Provide Accomodation Reception Services (PR).

1
This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and
time. You will be enabled to process the contents of the learning resource
while being an active learner.

This module has the following parts and corresponding icons:

What I Need to This will give you an idea of the skills or
Know competencies you are expected to learn
in the module.
What I Know This part includes an activity that aims
to check what you already know about
the lesson to take. If you get all the
answers correct (100%), you may decide
to skip this module.
What’s In This is a brief drill or review to help you
link the current lesson with the previous
one.
What’s New In this portion, the new lesson will be
introduced to you in various ways; a
story, a song, a poem, a problem opener,
an activity or a situation.
What is It This section provides a brief discussion
of the lesson. This aims to help you
discover and understand new concepts
and skills.
What’s More This comprises activities for independent
practice to solidify your understanding
and skills of the topic. You may check
the answers to the exercises using the
Answer Key at the end of the module.
What I Have This includes questions or blank
Learned sentence/paragraph to be filled in to
process what you learned from the
lesson.
What I Can Do This section provides an activity which
will help you transfer your new
knowledge or skill into real life situations
or concerns.
Assessment This is a task which aims to evaluate
your level of mastery in achieving the
learning competency.

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 Additional Activities In this portion, another activity will be
given to you to enrich your knowledge or
skill of the lesson learned.
Answer Key This contains answers to all activities in
the module.

This is a list of all sources used in

References developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any
part of the module. Use a separate sheet of paper in answering the
exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.

If you encounter any difficulty in answering the tasks in this module, do

not hesitate to consult your teacher or facilitator. Always bear in mind
that you are not alone.

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 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 Accommodation Reception Services (PR) . 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.

The module tackles the lesson:

 Provide Accomodation Reception Services (PR)

After going through this module, you are expected to:

K: identify good qualities and responsibilities of a receptionist;

S: explain the different types of report in the Front Desk Office;

A: gives importance to front office desk servicing.

What I Know

Directions: Match Column A with column B. : Write your answer in a piece of

paper.

1. Electronic Funds Transfer at Point of A. Front Office

Sale.
2. Summary of feedback. B. Occupancy
3. It means the hotel is full. C. EFTPOS
4. Settlement of the guests accout D. Purpose of guest departure
procedure

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 5. Guest feedback summary E. guest are received and welcomed

Provide Accomodation
Lesson
Reception Services (PR)

The registration process is considered as the most important part of the

hotel experience. It is during this time that lasting impressions are made.It has
been said that 75 percent of a guest's hotel satisfaction is determined during the
accommodation reception service. A successful hotel must do whatever it can to
ensure that the guest is satisfied with every aspect of the registration.

What’s In

The Front Office Department

The front office of a hotel is where guests first use the services of the venue.

The Front Office Department is usually made up of several different areas.

• Reception or Front Desk –

 where the guest registers, keys are issued and information is

provided

 arrival and departure of guest is being dealt with

 Blocking of rooms for expected arrivals in advance

 Filling up of all necessary details in the guest card for confirmed

reservation

 Guest are received and welcomed

 Checking of all reservation correspondence

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  Coordinate with housekeeping department for cleaning of
rooms.

• Reservations – where guests make future bookings or changes to

current ones.

• Communications – where all phone calls come in. Calls are then
transferred to guests or other departments.
• Concierge – where guests can go if they have questions or want to
make bookings for tours. Porters belong to this area and handle guest
luggage, mail and messages, and car parking (valet parking). In large
5-star hotels there may also be doormen.

• Receptionist -person whoworks at the front desk of a hotel, greeting

and assisting guests.
Your main tasks are:
 check guests in and out
 make guest reservations
 answer questions about the hotel and local tourist activities
 use the computer systems
 solve problems that arise  receive and process payments 
prepare reports.

Jargon Meaning

Adjoining rooms Rooms side by side but without a

connecting door between them
BAR Best Available Rate – the cheapest room
rate available for that night
Bump Move a guest to other accommodation
due to overbooking. Sometimes called a
‘walk’
Cancellation A guest with a booking cancels the room
in time for the room to be resold
Check-in Registering the guest by checking and
collecting guest information, method of
payment and issuing them a room key
Check-out Finalising the guest’s account,
accepting payment and collecting their
room key before the guest leaves the
hotel
Closed dates Particular dates when the hotel is fully
booked
Deposit Payment received in advance to
guarantee a booking

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Early departure The guest leaves before their booked
departure date
ETA Estimated Time of Arrival
Extension Guest stays in the room longer than the
time booked
ETD Estimated Time of Departure
Extras Extra items that the guest may have to
pay for, such as mini bar items
FOC Free of charge
FIT Free Independent Traveller – someone
not booked through an agent or with a
group, charged at full rack rate
Folio A guest account or bill
Guaranteed booking Full payment has been made so even if
the guest does not arrive, the room is
held overnight
Handover Staff from the shift just ending pass on
any important information to the staff
on the next shift
Inclusions Things that are included in the bill,
such as room and breakfast or use of
gym
Interconnecting rooms Rooms side by side with a connecting
door between them
No show A person who has made a booking but
does not arrive and does not contact the
hotel to let them know
Occupancy How full the hotel is – this is usually
given as a percentage (%)
OOO Out of order – something does not work
Overbooked The hotel has accepted more bookings
than rooms available
Posting Entering charges onto a guest’s account
Rack rate Highest advertised rate, without any
discounts
Reservation Booking for a room
Skip Someone who leaves the hotel without
paying their bill. This can also be
known as a ‘walk-out’
Stay over The guest is not expected to check out
today and will stay in the hotel tonight
Trace Special guest requests or comments
that the hotel needs to act on
VIP Very important person
Walk-in People who don’t have a reservation, but
arrive at the hotel wanting a room for

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 that night

Notes to the Teacher

The followingare information
that wouldlead to the
activities and assessment. Some activities may need your
What’s New
own discretion upon checking or you may use a rubric if
provided. Please review the activities and answer keys
and amend if necessary.

Direction : In a sheet of paper identify and list the words that best describe a
person who would be a good receptionist.

Organized irritable good computer skills

Patient bored friendly

Shy efficient informative

Nervous slow calm

Unhelpful bad computer skills unfriendly

Helpful rude polite

What is It

The 24 hour clock

The hospitality and travel industries use the 24 hour clock for many different
purposes, such as:

• hotel check- in and check- out times

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 • arrival and departure times
• flight times
• staff rosters
• hire car bookings
• delivery times
The 24 hour clock starts counting from midnight. It means you don’t get confused
about am (morning) and pm (afternoon and evening).

• Midnight is 00:00 hours.

• One minute after midnight is 00:01 hours.
• 7.30 am (7 ½ hours after midnight) is 07:30 hours.
• 12 noon (midday, or 12 hours after midnight) is 12:00 hours.
• 1:00 pm (13 hours after midnight) is 13:00
hours

Welcome and Register Guests

• Welcome them warmly and courteously

• Never leave a guest witing for your attention
• Once known, use the guest's name with respect Hotel Shifts on
Reception:

Morning t Afternoon Shift Night Shift` Mid shift

shif (Swing shift)

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 Starts @ Starts @ Starts @ Starts @
07.00hrs 15.00hrs 23.00hrs 11.00hrs

Finishes @ Finishes @ Finishes @ Finishes @

15.30hrs 23.30hrs 07.30hrs 19.30hrs
Process Process Prepare nightly Introduced to
checkouts checkins figures cover meal
breaks for staff
Prepare for the Deal with
Process early Assist the
day’s guests morning and
arrivals Checkouts afternoon staff

Table text

Before leaving your post after a shift the receptionist needs to do

handover. A handover is when staff from the finishing shift tell staff on the
next shift about:

• Things that have happened during the shift

• Request guest have made that need to be acted on.
The receptionist should record important information in the reception diary.
This is sometimes known as the communications diary. The Reception Diary
is very important, especially for informing staff who have been on their
rostered days off, as they are able to come on shift and familiarise
themselves with all the establishment activities, notes, difficulties and
problems that have occurred during their days off.Some hotels have an
electronic diary on the computer but at other hotels it might be paper based.

At the start of a new shift a checklist comes in handy, these are the task in
the checklist:

1.Complete handover with previous shift.

2. Check reception diary and occupancy of the hotel.
3. Count and record your cash float.
4. Check office equipment is working.
5. Check stationery supplies.
6. Check emails and other messages.
7. Check reception area if it is tidy and attractive.
8. Prepare guest paperwork for the days arrival and departures.

Receptionists have to use different kinds of office equipment such as:

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  computer is an electronic device for storing and processing data,
typically in binary form, according to instructions given to it in a
variable program.
 printer is a machine for printing text or pictures onto paper, especially
one linked to a computer
 fax machine is a machine for transmitting and receiving faxes.
 photocopier is a machine for making photocopies.
 key card programmer
 cash register is a machine used in places of business for regulating
money transactions with customers. It typically has a compartmental
drawer for cash, and it totals, displays, and records the amount of
each sale.
 EFTPOS machine-It stands for Electronic Funds Transfer at Point Of
Sale. EFTPOS is used as a method of payment for goods and services.
An EFTPOS terminal (also referred to as an EFTPOS machine) is an
electronic device that assists in the transfer of funds from a customers
bank account to a merchant (business) bank account.
 telephone is the electrical system of communication that you use to
talk directly to someone else in a different place. You use the
telephone by dialling a number on a piece of equipment and speaking
into it.

At the start of each shift, you should:

 check each piece of equipment is turned on or working

 check there is paper in the printer
 check the toner – print a short document to make sure it is clear and
dark enough to be easily read
 report any flashing lights or ‘error’ messages to your supervisor.

Sample equiptment

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 Guest Registration Procedures

1.Greet/receive the guest with a smile. A wish according to the time.

a. Offer a warm welcome.
b. Use positive body language.
c. Use the guest's name (remember he/she is right in front of you!).

2. Check if the guest is holding a reservation.

3.If there is reservation

a. Locate the reservation in the PMS and begin the registration
process in the PMS.
b. Confirm departure date special requests (If any).
c. Ask the guest how they will be settling their account.
d. Ask the guest for identification,

4. otherwise (If there is no reservation/for walk- in guest)check for the

availability of rooms.

5. Get the registration card and fill it up.

6. Offer other services.

a. At this stage of the reservation process, the guest is offered additiona
services:
• Such as newspaper and the use of safety deposit box.
• Advice of additional services they may be entitled to, such as
complimentary breakfast, or want information about the location of
the restaurant, pool, bar, etc

7. Allot the accommodation.

8. Fill the arrival register.

9. Make the information slips and send them to telephones, room service
and housekeeping.

10. Open guest folio.

11. In case of VIP, inform the departments.

12. Lastly inform the bellboys to carry the luggage and escort the guest to
the room and wish the guest a comfortable stay in the hotel.

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 Another Procedure in Complete registration

1. Confirm guest details

2. Complete registration form
3. Process payment
4. Issue keys
5. Explain safety deposit facility if your hotel provides this
6. Explain the hotel facilities -quickly give an overview of the hotel facilities
to encourage guest to use them
7. Mention local tourist facilities -you may ask the guest if they need
information about the local tourist activities
8. Organise luggage -ask the porter to take the guest's luggage to the room.

You should always:

• display a
warm
manner
• be polite 
be efficient.

Perform "during stay" function

• Address all guest's requests during in-stay according to property

standard.
• Respond promptly to inquiries to guests'satisfaction.

Process room change request

• Establish what is wrong with the room

• Check availability
• Advice the guest
• Move the guest
• Change status of room
• Update folio

Process extension of Stay

• Check availability
• Check in takes priority over extensions
• Regular guests

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• re-room the guest

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 
Handling Guest Complaints

H-E-A-T-F L-A-S-T
Hear the complaints of the guest Listen to guest's complain
Emphatize with the guest Apologize immediately to the guest
Apologize to the guest Sympathize with the guest
Take action and be responsible for Thank the guest for raising up the
the complain complain
Follow up

Additional Hints:
1. Approach and greet the guest with eye contact and introduce yourself in a
caring and concerned manner.
2. Listen acrefully to the guest's explanation. Do not interrupt the guest.
3. Apologize immediately to the guest.
4. Confirm with the guest if your proposed action is acceptable.
5. Never offer excuses or blame another person or team.
6. Check with guest whether he/she was satisfied with the way the
complaint was handled.
7. Thank the guest for raising up the complaint. It allowed you the
opportunity to correct the situation.

How will reception ensure that the guest's experience starts off
satisfactorily.

The staff of the hotel can achieve this by displaying good personal
skills, good verbal and non verbal communications and ensuring that a
welcoming smile is always part of the service.

4 Principles of Good Service

• Prompt Attention - even if you are busy, you must recognize when
the guest is trying to get your attention. You have to tactfully advice
him that you will be attending them as soon as possible.

Attitude – you must go out of your way to take care of a guest's

needs. This may even involve performing tasks outside your area of
responsibility.

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 
• Streamlined procedures – we cannot have a rule or procedure that
applies to every guest. Common sense must prevail and every staff
should be flexible in his approach.If a guest is standing in front of the
desk while the clerk cannor find his registration and you find a room
that does not expect to be sold-out, go ahead and room him. Research
the matter later, but make sure you handle the guest as quickly and
efficiently as possible.

• Extended services – do not leave the guest unattended after

performing your specific function. Make sure you have provided bell
service or have explained to him the hotel services and ocation of
various facilities. Try to anticioate guest's needs.

Departure Activities:

This is the final stage of the cycle of services and involves;

• Organizing the guest’s departure
• Processing guest’s departure, including account settlement
• Offering additional departure services
• Seeking guest feedback
• Updating the room status

The purpose of the guest's departure procedure:

• Settlement of the guest's account(s).
• Obtain guest's feedback.
• Room status up-date.
• Create or update the guest's history profile.

Review departure lists

• The review of departure lists enables us to:
 Plan for the numbers of departing guests
 Check who we should be seeking additional information about
 Checking names of the guests departing ( so we can greet them
by names)
 Organizing ourselves for group departures

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 

Check - out procedure

The efficiency of the front clerk is tested in the check-out procedures

used when the guest leaves the hotel. The impression on the type of service
rendered to a guest ends with the experience one has within the area. The
following are the basic steps when checking-out a guest:

Guest call the front office informing the desk clerk of his intetntion to
check- out.
• Bellman has been informed of the guest's check -out.
• Bellman goes to the guestroom to assist guest with his luggage.
• As the guest approaches the front desk, clerk greets the guest.
• Determine guest name and verify that the name corresponds to room
number.
• Secure registration card (and guest folio) from the"pit".
• Recover key(s) from the guest.
• The desk clerk calls the restaurant for meal chits and housekeeping to
check the room for mini- bar consumptions, if there are any, proper
charges are immediately relayed to the front office for posting.
• Determine whether or not the guest had a pleasant stay.
• If the guest did not have a pleasant stay, apologize for any minor
complaints and log them immediately or call a manager make
necessary adjustments.
• Total the folio and present it to the guest with a pen for verification
and signature.
• If guest disputes charges, make a deduction if authorized or else call a
manager to investigate further.
• After the receipt of the approved folio, make sure that it has been
signed.
• Determine settlement method.
• Settle the account using the correct procedures and close the folio.
• Present completed folio and possible vouchers folded ( or envelope) to
the guest for their personal life.
• Issue departure/ clearance slip.
• Assist guest cleaning safety box if availed of.
• Determine and note any further reservation. Offer assistance if guests
wants to make reservation in the future.
• Thank the guest for staying in the property.

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 
• Bellman accompanies guest to car. After the pieces of luggage have
been accounted for, bellman bids the guest goodbye.
Variety of payment options:
1. Credit cards
2. EFTPOS
3. Cash
4. Foreign currency
5. Traveler's cheques/travel cards
6. Personal cheques
7. Direct charging or billing
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PREPARE FRONT OFFICE RECORDS AND REPORTS

Prepare report and records

Apart from the front office a number of departments require timely
and accurate information about activities in the venue.
 This information is often generated by reception in the form of reports.

Types of reports
Report What is in the report?
Arrivals List and Departures List Lists who is arriving and departing
on a single day. Needs to be updated
every time a change occurs e.g.
cancellations, new reservations,
walk-ins or early departures.
Room status report Lists the status of every guest room
for the day e.g. Vacant Inspected,
Vacant Dirty, Due Out or Out Of
Order.
Updated constantly along with the
Arrivals and Departures Lists, and if
room changes or upgrades are made.
Special requests report List of special requests made by
booking and arriving guests.
Occupancy reports Shows how full the property is as a
percentage e.g. 53%, 78% or even
100% full. Compiled daily and used
to create weekly and monthly

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 
reports.
Room maintenance records Shows which rooms need
maintenance, when a maintenance
request is made and when the
maintenance has been completed.
Updated daily.
Guest feedback summary A summary of feedback (including
complaints) received from guests.
Compiled from the feedback form
issued to all guests.

Sequence of Front Office Service

Receiving/ Processing and Documenting Guests’Reservations
(Reservation Clerk)
Welcoming/ Greeting the guest, opening the door of his vehicle; Uploading
his luggage
(Doorman/ Bellboy)
Attending to guest Registration
(Desk Clerk)
Settlement of Guest’s Bill
(Front Office Cashier)

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Escorting Guest to his Room Carrying his Luggage, Explaining Room
Facilities
(Bellboy)
Updating Room Status;Preparing Guest Folio
(Desk Clerk)
Attending to all service Request of Guests, extending various Forms of
Assistance like wake up calls, Delivery of messages, Etc.
(Desk Clerk)
Updating Guest’s Accounts, Preparing Billing Statement;Settlement of
Balance
(Cashier)
Assisting Guest for Check Out
(Bellboy and Housekeeping Staff)
Settling Bills, Giving Clearance for Check out
(Cashier)
Bidding Goodbye;Thanking the Guest for Patronage
(All Staff)

A performance evaluation is an important tool in the evaluation of the

performance specifically in providing accommodation reception services.
Periodic evaluation is a chance for managers and employees to review the
recent past and discuss expectations moving forward. An evaluation also
serves as an opportunity to set goals, both as individuals and company.

An employee performance review forms usually start off with the details
of the employee. After that, various aspects of the performance of the
employee are all listed out and analyzed to decide where he stands in the
company. The details include performance, dependability, productivity,
employee’s work ethics, communication skills, attendance and things such
as that.

Sample Performance Rating for Front Office Personnel

Performance Unsatisfactory Satisfactory Excellent
1. Job knowledge
2. Work potential
3.Work
consistency
4. Communication
skills
5.Independent
work
6.Takes initiative

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7.Productivity
8.Punctuality
9.Attendance
10.Dependability
11.Technical Skills
12.Customer
satisfaction based
on providing
exceptional skills
13. Can work with
group

What’s More

Directions : Below are the common scenarios happening in the reception

area. As a front desk officer on duty, what will you do? Write your answer in
your answer sheet.

1. The flowers on the desk are wilting.

2. There is a candy wrapper on the floor.
3. A light globe has blown.
4. There are some unattended luggage by the door.
5. The rack of tourist brochure is untidy.
6. There are finger marks on the glass door.
7. Some guest magazines are lying open on the chairs and low
tables.
8. The reception counters has marks on it and there are a couple of
pens lying on it.
9. There are cigarette butts on the entry way.
10. The glass door is open and the wind is blowing and bringing
some trash inside.

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 What I Have Learned

Direction: Using a clean sheet of pad paper share your learning,

insights/reflection.

I have learned that

______________________________________________________________________
______________________________________________________________________
I have realized that that
______________________________________________________________________
______________________________________________________________________
I will apply
______________________________________________________________________
______________________________________________________________________

What I Can Do

Directions: Answer the question below. Be guided of the given Rubric. Write your
answer in your answer sheet.

Question: Discuss the different types of report the receptionist prepares.

Areas of
Assessment A B C D
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are
Ideas manner manner general vague or
5 points 4 points unclear
3 points 1 point
Organization Strong and Organized Some No
organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack

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 10 points 7 points beg/mid/end beg/mid/end
4 points 1 point
Understanding Writing shows Writing shows Writing shows Writing shows
strong a clear adequate little
understanding understanding understanding understanding
10 points 7 points 4 points 1 point
Mechanics Few (if any) Few errors Several errors Numerous
errors errors
5 points 4 points 3 points 1 point

TOTAL POINTS: 30

Assessment

Multiple Choice : Read the each question carefully and choose the best
answer using your quiz notebook.

1. A machine for printing text or pictures onto paper.

A. fax machine C. telephone
B. printer D. photo copier

2. All are procedures in the guest registration except: A. Check if the guest is
holding a reservation
B. Offer a warm welcome
C. Fill the arrival register
D. Move the guest
3. It is a principle of good service that implies not leaving the guest
unattended.
A. extended services C. attitude
B. streamlined procedure D. prompt attention

4. A sequence in the Front Office service wherein they are responsible in the
updating of room status and preparing guest folio's
A. Bellboy C. desk clerk
B. cashier D. reservation clerk

5. It used to review evaluation of the recent past and expectations of the

future.
A. reservation C. procedure

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 B. handover D. performance evaluation

6 . It is where the guest registers arrival and departure of guestis being done
and guest are received and welcomed.
A. reservation C. reception
B. concierge D. booking

7. The 24 hour clock starts at:

A. midnight C. morning
B. afternoon D. night time

8. It happens when staff from the finishing shift tell staff on the next shift
what happens and what request are made during the shift.
A. reception C. booking
B. handover D. shift

9. It is a process of extension of staff except:

A. change status of room C. regular guest
B. check availability D. re -room the guest

10. They are all payment options except:

A. cash C. direct charging
B. travelers cheque D. credit

11. It is a report that list the status of every guest room for the day.
A. occupancy report C. room status report
B. special request report D. arrival list

12. In the sequence of front office service they assist guest for check out.
A. cashier C. doorman or bellboy
B. bellboy and housekeeping D. desk clerk

13. Guest could make future .bookings or changes to current ones.

A. booking C. reservation
B. updating D. complaint

14. It means the cheapest room rate available.

A. FOC C. Bump
B. ETA D. BAR

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15. It means things included in the bill, such as room and breakfast or use
of gym.
A. reservation process C. advance reporting
B. management technology D. booking system

16. It is an electronic device for storing and processing data

A. fax machine C. photocopier
B. computer D. Key card

17. It means to register guest by checking and collecting guest information.

A. closed dates C. early departure
B. check out D. check in

18. A shift in reception occurring at 15:00 hrs to 23.30 hrs.

A. night shift C. mid shift
B. afternoon shift D. morning shift

19. Another procedure used for complete registration except:

A. Establish what is wrong with them
B. issue keys
C. confirm guest details
D. process payment

20. It is a principle of good serfvice that happens when a rule or procedure

does not apply to every guest.
A. extended services C. streamlined procedure B.
prompt attention D. attitude

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 Answer
Key

.D 20. C
10
.A 19.9A
.B 18.8B
.A 17.7D
.C 16.6B
.D 15.5A
. D .14
C 4
.D 13.3C
.D 12.2B
.B 11. 1C
ASSESSMENT

answers
- may vary
WHAT I CAN DO

will be graded
- according to Rubric
WHAT’S MORE

.B 5
. D4
. A3
. C2
. E1
WHAT I KNOW

References
Books:

Front Office Services book by: Victor P. Caylao Jr.

Front Office Management and Operations book by: Ahmed Ismail

Non-books:

https://www.angliss.edu.au/siteassets/pdf-files/industry-training/
learnerworkbooks/sithacs204_reception_lw.pdf

https://s3-ap-southeast-1.amazonaws.com/asean-
asia/documents/toolboxes/Provide%20accommodation%20reception
%20services/ TM_Provide_accomm_reception_services_refined.pdf

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