Sector : TOURISM

Qualification Title: FRONT OFFICE SERVICES NC II

Unit of Competency: OPERATE COMPUTERIZED RESERVATIONS SYSTEM

Module Title: OPERATING COMPUTERIZED RESERVATIONS SYSTEM

Technical Education & Skills Development Authority

Claret College of Isabela
Roxas Ave., Isabela City
 Plan
Training
Session

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
Sample Data Gathering Instrument for Trainee’s
Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners

Language, Average grade in: Average grade in:

literacy and English Math
numeracy (LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
a. 75 to 79 e. 75 to 79

Cultural and Ethnicity/culture:

language a. Chavacano
background
b. Bisaya
c. Tausug
d. Yakan
e. Maranao
f. Sinama
g. Tagalog
h. Others( please specify)_____________

Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex a. Male

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
 Characteristics of learners
b. Female
Age Your age: 23 years old
Physical ability 1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
a. Certificate of Training
Previous
experience with Please specify: _________________________
the topic

Previous List down trainings related to NC

learning FRONT OFFICE SERVICES NC II
experience ___________________________
___________________________
National Certificates acquired and NC level
Training Level
completed ___________________________
_________________________

Special courses Other courses related to TM

a. Units in education
b. Master’s degree units in education
c. Others(please specify)
_________________________

Learning styles a. Visual - The visual learner takes mental

pictures of information given, so in order
for this kind of learner to retain
information, oral or written, presentations
of new information must contain diagrams
and drawings, preferably in color. The
visual learner can't concentrate with a lot
of activity around him and will focus better
and learn faster in a quiet study
environment.
b. Kinesthetic - described as the students in
the classroom, who have problems sitting
Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
 Characteristics of learners

still and who often bounce their legs while

tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify)
___________________________

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.

BASIC COMPETENCIES
CAN I? YES NO

1. PARTICIPATE IN WORKPLACE COMMUNICATION 

1.1 Obtain and convey workplace information. 

1.2 Speak English at a basic operational level 

1.3 Participate in workplace meetings and 

discussions
1.4Complete relevant work related documents 

2. WORK IN A TEAM ENVIRONMENT 

2.1 Describe team role and scope 

2.2 Identify own role and responsibility within team 

2.3 Work as a team member 

2.4Work effectively with colleagues 

2.5 Work in socially diverse environment 

3. PRACTICE CAREER PROFESSIONALISM 

3.1 Integrate personal objectives with organizational 

goals.
3.2 Set and meet work priorities 

3.3 Maintain professional growth and development 

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
[Link] OCCUPATIONAL HEALTH AND SAFETY 
PROCEDURE
4.1 Identify hazards and risks 

4.2 Evaluate hazards and risks 

4.3 Control hazards and risks 

4.4 Maintain OHS awareness 

4.5 Perform basic first-aid procedures 

COMMON COMPETENCIES
1. DEVELOP AND UPDATE INDUSTRY KNOWLEDGE 

1.1 Seek information on the industry 

1.2 Update industry knowledge 

1.3 Develop and update local knowledge 

1.4 Promote products and services to customers 

2. OBSERVE WORKPLACE HYGIENE PROCEDURES 

2.1 Follow hygiene procedures 

2.2 Identify and prevent hygiene risks 

3. PERFORM COMPUTER OPERATIONS 

3.1 Plan and prepare for task to be undertaken 

3.2 Input data into computer 

3.3 Access information using computer 

3.4 Produce/output data using computer system 

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
 3.5 Maintain computer equipment and systems 

4. PERFORM WORKPLACE AND SAFETY PRACTICES

4.1 Follow workplace procedures for health, safety 

and security practices
4.2 Perform child protection 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 

5. PROVIDE EFFECTIVE CUSTOMER SERVICE 

5.1 Greet customer 

5.2 Identify customer needs 

5.3 Deliver service to customer 

5.4 Handle queries through use of common business 

tools and technology
5.5 Handle complaints/conflict situations, evaluation 
and recommendations
CORE COMPETENCIES
1. RECEIVE AND PROCESS RESERVATIONS 

1.1 Receive reservation request 

1.2 Record details of reservation 

1.3 Update reservations 

1.4 Advise others on reservation details 

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
2. OPERATE COMPUTERIZED RESERVATIONS SYSTEM 

2.1 Computerize reservation system is operated 

based on property standards.
2.2 Create and process reservations 

2.3 Send and receive reservation communications 

3. PROVIDE ACCOMMODATION RECEPTION SERVICES 

3.1 Prepare reception area for guest arrival 

3.2 Welcome and register guests 

3.3 Computerize reservation 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 Process internal financial transactions 

4.2 Complete routine records and reports 

5. PROVIDE CLUB RECEPTION SERVICES 

5.1. Provide information on club services and 

process memberships
5.2. Monitor entry to club 

6. PROVIDE CONCIERGE AND BELL SERVICES 

6.1 Handle guest arrivals and departures 

6.2 Handle guest luggage 

6.3 Respond to request for concierge services 

6.4 Manage intoxicated persons 

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
7. PROVIDE CASHIERING SERVICES 

7.1 Prepare guest folio 

7.2. Collect cash, cash equivalents or non-cash 

transactions
7.3 Process receipts and payments 

7.4 Reconcile financial transactions at the end of the 

shift.

Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
Evidences/Proof of Current Competencies

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation

Current competencies Proof/Evidence Means of validating

BASIC COMPETENCIES
[Link] in workplace communication
1.1 Obtain and convey
workplace information
1.2 Speak English at a Transcript of records Submitted photocopy
basic operational level of transcript of
1.3 Participate in records
workplace meetings and
discussions
1.4 Complete relevant work
related documents
[Link] in team environment
2.1 Describe team role
and scope
2.2 Identify own role and
responsibility within team
Employment Submitted photocopy
2.3 Work as a team Certificates of Employment
member Certificates
2.4 Work effectively with
colleagues
2.5 Work in socially
diverse environment
[Link] career professionalism
3.1 Integrate personal
objectives with
organizational goals
Transcript of records Submitted photocopy
3.2 Set and meet work of transcript of
priorities records
3.3 Maintain professional
growth and development

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
[Link] occupational health and safety procedures
4.1 Identify hazards and
risks
4.2 Evaluate hazards and
risks
Employment Submitted photocopy
4.3 Control hazards and Certificates of Employment
risks Certificates
4.4 Maintain OHS
awareness
4.5 Perform basic first-aid
procedures
COMMON COMPETENCIES
1. Develop and update industry knowledge
1.1 Seek information on
the industry
1.2 Update industry Transcript of records Submitted photocopy
knowledge of transcript of
1.3 Develop and update records
local knowledge
1.4 Promote products and
services to customers
2. Observe workplace hygiene procedures
2.1 Follow hygiene
procedures
2.2 Identify and prevent
hygiene risks
Employment Submitted photocopy
Certificates of Employment
Certificates

3. Perform computer operations

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
3.1 Plan and prepare for
task to be undertaken
3.2 Input data into Transcript of records Submitted photocopy
computer of transcript of
3.3 Access information records
using computer
3.4 Produce/output data
using computer system
3.5 Maintain computer
equipment and systems
4. Perform workplace and safety practices
4.1 Follow workplace
procedures for health,
safety and security
practices
4.2 Perform child Employment Submitted photocopy
protection duties relevant Certificates of Employment
to the tourism industry Certificates
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

5. Provide effective customer service

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
5.1 Greet customer
5.2 Identify customer need
5.3 Deliver service to Transcript of records Submitted photocopy
customer of transcript of
records
5.4 Handle queries
through use of common
business tools and
technology
5.5 Handle
complaints/conflict
situations, evaluation and
recommendations

CORE COMPETENCIES
[Link] and process reservations
1.1 Receive reservation
request
1.2 Record details of Employment Submitted photocopy
reservation Certificates of Employment
1.3 Update reservations Certificates
1.4 Advise others on
reservation details
[Link] computerized reservations system
2.1 Computerize
reservation system is
operated based on property
standards. Transcript of records Submitted photocopy
of transcript of
2.2 Create and process records
reservations
2.3 Send and receive
reservation
communications

[Link] accommodation reception services

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
3.1 Prepare reception area
for guest arrival
3.2 Welcome and register
guests
Employment Submitted photocopy
3.3 Computerize Certificates of Employment
reservation system is Certificates
operated
3.4 Perform “During Stay”
functions
3.5 Organize guest
departure
3.6 Prepare front office
records and reports
[Link] night audit
4.1 Process internal
financial transactions Transcript of records Submitted photocopy
4.2 Complete routine of transcript of
records and reports records
[Link] club reception services
5.1 Provide information on
club services and process Employment Submitted photocopy
memberships Certificates of Employment
5.2 Monitor entry to club Certificates

[Link] concierge and bell services

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
6.1 Handle guest arrivals
and departures Transcript of records Submitted photocopy
6.2 Handle guest luggage of transcript of
records
6.3 Respond to request for
concierge services
6.3 Manage intoxicated
persons
[Link] cashiering services
7.1 Prepare guest folio
7.2 Collect cash, cash Employment Submitted photocopy
equivalents or noncash Certificates of Employment
transactions Certificates
7.3 Process receipts and
payments
7.4 Reconcile financial
transactions at the end of
the shift.

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 1.3 Summary of Current Competencies Versus Required

Competencies (Sample)

Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on s
CBC
BASIC COMPETENCIES
[Link] in workplace communication
1.1 Obtain and convey 1.1 Obtain and convey
workplace information workplace information
1.2 Speak English at a 1.2 Speak English at a
basic operational level basic operational level
1.3 Participate in 1.3 Participate in
workplace meetings and workplace meetings
discussions and discussions
1.4 Complete relevant 1.4 Complete relevant
work related documents work related
documents
[Link] in team environment
2.1 Describe team role 2.1 Describe team role
and scope and scope
2.2 Identify own role and 2.2 Identify own role
responsibility within and responsibility
team within team
2.3 Work as a team 2.3 Work as a team
member member
2.4 Work effectively with 2.4 Work effectively
colleagues with colleagues
2.5 Work in socially 2.5 Work in socially
diverse environment diverse environment
[Link] career professionalism

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
3.1 Integrate personal 3.1 Integrate personal
objectives with objectives with
organizational goals organizational goals
3.2 Set and meet work 3.2 Set and meet work
priorities priorities
3.3 Maintain 3.3 Maintain
professional growth and professional growth
development and development
[Link] occupational health and safety procedures
4.1 Identify hazards and 4.1 Identify hazards
risks and risks
4.2 Evaluate hazards 4.2 Evaluate hazards
and risks and risks
4.3 Control hazards and 4.3 Control hazards
risks and risks
4.4 Maintain OHS 4.4 Maintain OHS
awareness awareness
4.5 Perform basic first- 4.5 Perform basic first-
aid procedures aid procedures
Required Units of Current Training
Competency/Learning Competencies Gaps/Requirement
Outcomes based on s
CBC
COMMON COMPETENCIES
1. Develop and update industry knowledge
1.1 Seek information on 1.1 Seek information
the industry on the industry
1.2 Update industry 1.2 Update industry
knowledge knowledge
1.3 Develop and update 1.3 Develop and
local knowledge update local knowledge
1.4 Promote products 1.4 Promote products
and services to and services to
customers customers
2. Observe workplace hygiene procedures
2.1 Follow hygiene 2.1 Follow hygiene
procedures procedures

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
2.2 Identify and prevent 2.2 Identify and
hygiene risks prevent hygiene risks
3. Perform computer operations
3.1 Plan and prepare for 3.1 Plan and prepare
task to be undertaken for task to be
undertaken
3.2 Input data into 3.2 Input data into
computer computer
3.3 Access information 3.3 Access
using computer information using
computer
3.4 Produce/output 3.4 Produce/output
data using computer data using computer
system system
3.5 Maintain computer 3.5 Maintain
equipment and systems computer equipment
and systems
[Link] workplace and safety practices
4.1 Follow workplace 4.1 Follow workplace
procedures for health, procedures for health,
safety and security safety and security
practices practices
4.2 Perform child 4.2 Perform child
protection duties protection duties
relevant to the tourism relevant to the tourism
industry industry
4.3 Observe and monitor 4.3 Observe and
people monitor people
4.4 Deal with emergency 4.4 Deal with
situations emergency situations
4.5 Maintain safe 4.5 Maintain safe
personal presentation personal presentation
standards standards
4.6 Maintain a safe and 4.6 Maintain a safe
secure workplace and secure workplace
5. Provide effective customer service
5.1 Greet customer 5.1 Greet customer
5.2 Identify customer 5.2 Identify customer
need need

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
5.3 Deliver service to 5.3 Deliver service to
customer customer
5.4 Handle queries 5.4 Handle queries
through use of common through use of
business tools and common business
technology tools and technology
5.5 Handle 5.5 Handle
complaints/conflict complaints/conflict
situations, evaluation situations, evaluation
and recommendations and recommendations

Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on CBC s
CORE COMPETENCIES
[Link] and process reservations
1.1 Receive reservation 1.1 Receive
request reservation request
1.2 Record details of 1.2 Record details of
reservation reservation
1.3 Update reservations 1.3 Update
reservations
1.4 Advise others on 1.4 Advise others on
reservation details reservation details
2. Operate computerized reservations system
2.1 Computerize 2.1 Computerize
reservation system is reservation system
operated based on is operated based on
property standards. property standards.
2.2 Create and process 2.2 Create and
reservations process reservations
2.3 Send and receive 2.3 Send and
reservation receive reservation
communications communications
3. Provide accommodation reception services
3.1 Prepare reception area 3.1 Prepare
for guest arrival reception area for
guest arrival

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
3.2 Welcome and register 3.2 Welcome and
guests register guests
3.3 Computerize 3.3 Computerize
reservation system is reservation system is
operated operated
3.4 Perform “During Stay” 3.4 Perform “During
functions Stay” functions
3.5 Organize guest 3.5 Organize guest
departure departure
3.6 Prepare front office 3.6 Prepare front
records and reports office records and
reports
4. Conduct night audit
4.1 Process internal 4.1 Process internal
financial transactions financial
transactions
4.2 Complete routine 4.2 Complete
records and reports routine records and
reports
[Link] club reception services
5.1 Provide information on 5.1 Provide
club services and process information on club
memberships services and process
memberships
5.2 Monitor entry to club 5.2 Monitor entry to
club
[Link] concierge and bell services
6.1 Handle guest arrivals 6.1 Handle guest
and departures arrivals and
departures
6.2 Handle guest luggage 6.2 Handle guest
luggage
6.3 Respond to request for 6.3 Respond to
concierge services request for concierge
services
6.3 Manage intoxicated 6.3 Manage
persons intoxicated persons
[Link] cashiering services
7.1 Prepare guest folio 7.1 Prepare guest

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
 folio
7.2 Collect cash, cash 7.2 Collect cash,
equivalents or noncash cash equivalents or
transactions noncash
transactions
7.3 Process receipts and 7.3 Process receipts
payments and payments
7.4 Reconcile financial 7.4 Reconcile
transactions at the end of financial
the shift. transactions at the
end of the shift.

Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.

Form No. 1.4: Training Needs

Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
OPERATE COMPUTERIZED
RESERVATIONS SYSTEM
2.1 Computerize reservation system Operating computerized
is operated based on property reservations system.
standards.
2.2 Create and process reservations
2.3 Send and receive reservation
communications

Document No.
Date Developed: Issued by:
October 2019
Front Office
Services NC II Developed by:
Latifah L. Emam
Revision # 00
 SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Operate computerized reservations system
Module Title : Operating computerized reservations system

Learning Outcomes:
1. Computerize reservation system is operated based on property standards.
2. Create and process reservations
3. Send and receive reservation communications

[Link]:
This unit of competency deals with the skills and knowledge required in using a computerized reservations system to create
bookings for a range of tourism or hospitality services.
B. LEARNING ACTIVITIES
LO 1: Computerize reservation system is operated based on property standards.
Learning
Learning Content Methods Presentation Practice Feedback Time
Resources
 Modular/self-paced Read Information Answer Self Answer Key Computer 30
Computerize  Active Discussion Sheet No. 2.1-1 on Check 2.1-1 2.1-1 Reservatio hour
reservation system is  Grouping/peer Operating n System, s
operated based on teaching Computerized printer,
property standards.  Film Viewing Reservation Perform Job Evaluate telephone,

Document No.
Date Developed: Issued by:
October 2019
Front Office Services NC II
Developed by:
Latifah L. Emam
Revision # 00
  Demonstration System Sheet 2.1-1 performance fax
using machine,
Performance lapel
Criteria microphon
Checklist e,
2.1-1 calculator

LO 2: Create and process reservations

Updates and  Modular/self-paced Read Information Answer Self Answer Key Computer 15
amendments to  Active Discussion Sheet No. 2.2-1 on Check 2.2-1 2.2-1 Reservati hours
reservations are made  Grouping/peer How to Make on
Perform Job Evaluate
and stored in the teaching Updates and System,
Sheet 2.2-1 performance
system  Film Viewing Amendments to printer,
using
 Demonstration Reservations? telephone
Performance
, fax
Criteria
machine,
Checklist
lapel
2.2-1
micropho
ne,
calculato
r, cash
register,
fake bills
detector,
Hyperco
m, credit
card
imprinter

Document No.
Date Developed: Issued by:
October 2019
Front Office Services NC II
Developed by:
Latifah L. Emam
Revision # 00
 , key
card
verifier,
cash box
drawer,
safety
deposit
box
LO3. Send and receive reservation communications
Communications from  Modular/self-paced Read Information Answer Self Answer Key Computer 15
industry colleagues  Active Discussion Sheet No. 2.3-1 on Check 2.3-1 2.3-1 Reservatio hours
are accessed and  Grouping/peer Accessing and n System,
Perform Job Evaluate
correctly interpreted teaching Interpreting printer,
Sheet 2.3-1 performance
at the appropriate  Film Viewing Communications telephone,
using
time  Demonstration from industry fax
Performance
colleagues machine,
Criteria
lapel
Checklist
micropho
2.3-1
ne

C. ASSESSMENT PLAN
 Written Test – 10 items test covering 3 learning outcomes.
 Performance Test - Given the supplies and materials with the appropriate hand tools in the practical work area, the
trainees will perform procedural demonstration on how to operate computer reservations system.
D. TEACHER’S SELF-REFLECTION OF THE SESSION
This session plan will be a guide or map for the trainees to acquire smoothly the unit of competency that they need to
attain a good learning outcome.

Document No.
Date Developed: Issued by:
October 2019
Front Office Services NC II
Developed by:
Latifah L. Emam
Revision # 00
PARTS OF A COMPETENCY-BASED LEARNING MATERIAL

References/Further Reading

Performance Criteria Checklist

Operation/Task/Job Sheet

Self Check Answer Key

Self Check

Information Sheet

Learning Experiences

Learning Outcome Summary

Module
Module Content
Content

Module
List of Competencies
Content

Module Content

Module Content

Front Page
In our efforts to standardize CBLM,
the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.

Document No. NTTA-TM1-01

Date Developed: Issued by:
Front Office
Services
Developed by:
NCII
Latifah L. Emam
Revision # 01
 (Qualification Title)
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Receiving and
Receive and process TRS5123105
1. processing reservations
reservations

Operate Operating
2. computerized computerized TRS5123106
reservations system reservations system

Provide Providing
3. accommodation accommodation TRS5123107
reception services reception services

4. Conduct night audit Conducting nightTRS5123108

audit

Provide club reception Providing club reception

TRS512305
5. services services

Provide concierge and Providing concierge and

TRS5123109
6. bell services bell services
Provide
cashiering Providing cashiering
TRS5123110
7.
services services

Document No. NTTA-TM1-01

Date Developed: Issued by:
Front Office
Services
Developed by:
NCII
Latifah L. Emam
Revision # 01
 MODULE CONTENT

UNIT OF COMPETENCY Operate Computerized Reservations System

MODULE TITLE Operating Computerized Reservations System

MODULE DESCRIPTOR: This unit of competency deals with the skills and
knowledge required in using a computerized reservations system to create
bookings for a range of tourism or hospitality services.

NOMINAL DURATION: 60 Hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Computerize reservation system is operated based on property
standards.
2. Create and process reservations
3. Send and receive reservation communications

ASSESSMENT CRITERIA:
1. Review the Occupational Health Policy before doing the task.
2. Reservation system is accessed accurately and interpreted
3. All system features are used to access a range of information.
4. Availability of the required booking is checked in accordance with the
system functions and requirements
5. New reservations are encoded using the format required by the
computer system
6. Bookings are retrieved as required, using the format required by the
computer system
7. Updates and amendments to reservations are made and stored in the
system
8. Any required reservation details are downloaded and printed
9. Internal communications are created using the required features of
the system
10. Communications from industry colleagues are accessed and
correctly interpreted at the appropriate time
Document No. NTTA-TM1-01
Date Developed: Issued by:
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Developed by:
NCII
Latifah L. Emam
Revision # 01
LEARNING OUTCOME NO. 1
Computerize reservation system is operated based on
property standards

Content:

1. Needed Information by a Reservation Agent from the Guest using

Computerized Reservation System.

Assessment Criteria

1. Review the Occupational Health Policy before doing the task.

2. Reservation system is accessed and accurately interpreted.
3. All system features are used to access a range of information.

Conditions

The participants will have access to:

1. Workplace Location
2. Equipment
 Computer Reservation System
 Printer
 Telephone
 Fax Machine
 Calculator
 Lapel Microphone
3. Training Resources
 Whiteboard Marker
 Whiteboard
 Competency-Based Curriculum
 Internet Connection
Assessment Method:

1. Direct Observation
2. Oral Questioning
3. Demonstration

Document No. NTTA-TM1-01

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Latifah L. Emam
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 Learning Experiences
Learning Outcome 1
COMPUTERIZE RESERVATION SYSTEM IS OPERATED BASED ON
PROPERTY STANDARDS.

Learning Activities Special Instructions

1. Read Information Sheet 1.1-1
on Operating Computerized In this learning outcome, you shall
Reservation System prepare the following tools and
equipment needed for installation
2. Answer Self Check 1.1-1
of computer network.
Compare answers with Answer
Key 1.1-1
Read Information sheet to ensure
3. Perform Job Sheet 1.1-1
the knowledge contents. Answer
on How to Operate the following Self Checks and
Computerized Reservation perform the following activities.
System?
4. Evaluate your performance
using the Performance Criteria
Checklist 1.1-1

Document No. NTTA-TM1-01

Date Developed: Issued by:
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Latifah L. Emam
Revision # 01
 Information Sheet 2.1-1
Operating Computerized Reservation System

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Operate Computerized Reservation System accurately and
effectively to process multiple product booking.
2. Demonstrate ability to send and receive reservations
communication to relevant industry colleagues.

OPERATE COMPUTERIZED RESERVATIONS SYSTEM

Computerized Reservations System

A Computerized Reservation System
or Central Reservation System (CRS)
is a computerize system used to store and retrieve
information and conduct transactions
related to air travel, hotel, car rental or activities.

What is a Central Reservation System?

o It is also known as Hotel Reservation System
o A computerized system that stores and distributes information of a
hotel, resort, or other lodging facilities.
o It handles all bookings for all hotel properties. It is connected by a free
phone or local call numbers. Local bookings may be transferred to the
Central Booking Office.
o A Central Reservation System is a tool to reach the global distribution
system as well as internet distribution systems from one single
system. A CRS assists hotel managers in managing their online
marketing and sales, allowing them to upload their rates and
availabilities to be seen by sales channels that are using the CRS.

Document No. NTTA-TM1-01

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Latifah L. Emam
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 Sales channels may include conventional travel agencies as well as
online travel agencies.

FOUR SOURCES OF RESERVATION

1. Central reservation – serves as the center of reservation for a certain
hotel like call centers

2. Phone reservation – booking parties may call the hotel for reservation

3. Personal reservation – booking parties may personally see or contact

the Room Sales Reservation Office to inquire about rates and terms
and to make reservation

Document No. NTTA-TM1-01

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Latifah L. Emam
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 4. Email – patrons can now easily place their reservations by email.
Most hotels have their own websites that can be easily accessed by
patrons. Here, the prospect can access information about hotel, room
rates, facilities, services and other information.

TWO FORMS OF RESERVATION SYSTEM

 Manual
 Computerized

Property Management System

 System used by the hotel to capture, encode, and store data
pertaining to Front Office and Accounting transactions and creates a
database which is used as reference for marketing and day to day
transactions.

Two Popular Property Management Systems used by the Hotel

o Opera
o Fidelio

Sample Forms of Computerized Reservations System

Document No. NTTA-TM1-01

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Needed Information by a Reservation Agent from the Guest
 Guest Information
 Business Card Number
 Name of the Guest
 Address
 Country
 Company Name
 Contact Numbers
 Email Ad
 Flight Details

 Identification Information
 ID Type
 ID Number

 Vehicle Information
 Vehicle Model
 Plate Number
 Vehicle

 Rate Information
 Room Number
 Date and Time of Arrival
 Date and Time of Departure
 Type of Room Preferred
 Number of Days
 Date Cut
 Number of Adults
 Number of Children
 Business Information
 Notes (Special request or instruction)
 Rate/Period
 Total Charges
 Other Charges
 Sub Total
 Discount
 Total
 Amount Paid
 Balance

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 RECOMMENDED LIST OF TOOLS, EQUIPMENT AND MATERIALS FOR
THE TRAINING OF FRONT OFFICE SERVICES NC II ARE AS FOLLOWS:

IMAGE NAME FUNCTION

Computer Also called, Central
Reservation Reservation System (CRS) is
System a computerize system used
to store and retrieve
information and conduct
transactions related to air
travel, hotel, car rental or
activities.

Printer It is a device that accepts

text and graphic output
from a computer and
transfers the information to
paper, usually to standard
size sheets of paper.
Telephone It is a system that converts
acoustic vibrations to
electrical signals in order to
transmit sound, typically
voices, over a distance using
wire or radio.

Fax Machine It is a device that can send

or receive pictures and text
over a telephone line.
Calculator It is used for making
mathematical calculations,
in particular a small
electronic device with a
keyboard and a visual
display.

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 Lapel It is a small electret or
Microphone ribbon diaphragm used for
television, theatre, and
public speaking
applications in order to
allow for hands-free
operation.

Document No. NTTA-TM1-01

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 Self- Check 2.1-1

IDENTIFICATION: Write the correct answer on the space provided for.

___________________1. It is a computerize system used to store and retrieve

information and conduct transactions related to air travel, hotel, car rental
or activities.

ENUMERATION:
1. Needed Information by a Reservation Agent from the Guest
1.1 1.16
1.2 1.17
1.3 1.18
1.4 1.19
1.5 1.20
1.6 1.21
1.7 1.22
1.8 1.23
1.9 1.24
1.10 1.25
1.11 1.26
1.12 1.27
1.13 1.28
1.14 1.29
1.15 1.30
1.31

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 ANSWER KEY 2.1-1

IDENTIFICATION
1. Computerized Reservation System or Central Reservation System

ENUMERATION
1. Needed Information by a Reservation Agent from the Guest
1.1 Business Card Number
1.2 Name of the Guest
1.3 Address
1.4 Country
1.5 Company Name
1.6 Contact Numbers
1.7 Email Ad
1.8 Flight Details
1.9 ID Type
1.10 ID Number
1.11 Vehicle Model
1.12 Plate Number
1.13 Vehicle
1.14 Room Number
1.15 Date and Time of Arrival
1.16 Date and Time of Departure
1.17 Type of Room Preferred
1.18 Number of Days
1.19 Date Cut
1.20 Number of Adults
1.21 Number of Children
1.22 Business Information
1.23 Notes (Special request or instruction)
1.24 Rate/Period
1.25 Total Charges
1.26 Other Charges
1.27 Sub Total
1.28 Discount
1.29 Total
1.30 Amount Paid
1.31 Balance

Document No. NTTA-TM1-01

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Latifah L. Emam
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 JOB SHEET 2.1-1
Title: How to Operate Computerized Reservations System?

Performance Objective: Given the information above, you should be

able to operate computerized reservation system
following the standard procedures.

Supplies/Materials : Registration Form, Log Book, White Board,

Empty Envelopes,

Equipment : Computer with Reservation System, Printer,

Telephone, Typewriter, Fax Machine, Calculator, Credit Card Voucher
Holder, Credit Card Imprinter, Key Rack, Ving Card

Steps/Procedure:

1. Observe Occupational Health Policy before doing the task.

2. Reservation system is accessed and accurately interpreted
3. All system features are used to access a range of information.
4. Availability of the required booking is checked in accordance with the
system functions and requirements
5. New reservations are encoded using the format required by the
computer system
6. Bookings are retrieved as required, using the format required by the
computer system
7. Updates and amendments to reservations are made and stored in the
system
8. Any required reservation details are downloaded and printed
9. Internal communications are created using the required features of
the system
10. Communications from industry colleagues are accessed and
correctly interpreted at the appropriate time

Assessment Method:
1. Direct Questioning
2. Demonstration
3. Written Test

Document No. NTTA-TM1-01

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Latifah L. Emam
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 Performance Criteria Checklist 2.1-1

CRITERIA
YES NO
Did you….
1. Did you follow the Occupational Health Policy before
doing the task?
2. Did you access and interpret reservation system
accurately?
3. Did you use all features of the system to access a
range of information?
4. Did you check availability of the required booking?
5. Did you create new reservations containing accurate
customer details and full requirements?
6. Did you encode customer details using format
required by the computer system?
7. Did you record amendments and updates accurately?
8. Did you download and print reservation system
details?
9. Did you create and process communications using the
required features of the system?
10. Did you access and interpret communications from
industry colleagues correctly?

Document No. NTTA-TM1-01

Date Developed: Issued by:
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Developed by:
NCII
Latifah L. Emam
Revision # 01
 Document No. NTTA-TM1-01
Date Developed: Issued by:
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Latifah L. Emam
Revision # 01
Evidence Plan

Competency Front Office Services NC II

standard:
Unit of Operate Computerized Reservations System
competency:
Ways in which evidence will be collected:

Demonstration & Questioning

Observation & Questioning
[tick the column]

Third party Report

Portfolio

Written
The evidence must show that the trainee…
 Demonstrated ability in operating a   
computerized reservations system to process
multiple product booking.
 Demonstrated ability to accurately make,
process and update reservations for a range   
of tourism products and services

 Demonstrated ability to send and receive

reservations communication to relevant   
industry colleagues

 Demonstrated completion of reservation

activities within timeframes and constraints   
that reflect typical industry practice

NOTE: *Critical aspects of competency (TR)

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 TABLE OF SPECIFICATION

  # of
Objectives/Content
Knowledge Comprehension Application items/
area/Topics
% of test

TOTAL

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Performance Test

Specific Instruction for the Candidate

Qualification

Unit of Competency

General Instruction:

Specific Instruction:

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QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1.  
2.  
3.  
4.  
Safety Questions
5.  
6.  
7.  
8.  
Contingency Questions
9.  
10.  
11.  
12.  
Job Role/Environment Questions  
13.  
14.  
15.  
16.  
Rules and Regulations  
17.  
18.  
19.  
20.  
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory

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Templates for Inventory of Training Resources
Resources for presenting instruction
 Print Resources As per TR As per Remarks
Inventory

 Non Print Resources As per TR As per Remarks

Inventory

Resources for Skills practice of Competency #1

______________________________
 Supplies and Materials As per TR As per Remarks
Inventory

 Tools As per TR As per Remarks

Inventory

 Equipment As per TR As per Remarks

Inventory

Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.

Document No. NTTA-TM1-01

Date Developed: Issued by:
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Developed by:
NCII
Latifah L. Emam
Revision # 01