ZENITH COLLEGE
OF HOSPITALITY, CULINARY ARTS AND BUSINESS MANAGEMENT INC.
Brgy. Fortuna, Abra Rd, Marcos, Ilocos Norte, Philippines 2907
Email Address: zenithinstitute022@[Link]
Facebook Page: Zenith College
Mobile No.: 0927-264-4377/0995-067-8731
Course: FRONT OFFICE SERVICES NC II
Unit of RECEIVE AND PROCESS RESERVATIONS
Competency:
Module Title: RECEIVING AND PROCESS RESERVATIONS
CODE: TRS5123105
Date Learning Outcomes Criteria Methodology Assessment Approach
1.1 Receive reservation Customers making a reservation is
request. acknowledged using property standards.
Availability of room requested is
determined
Alternatives, including waitlist options,
are offered if requested booking is not
available.
Inquiries regarding rates and other
product features are accurately
answered.
1.2 Record details of Complete customer details are
reservation accurately recorded in the system.
Guests profile or history if available, is
checked and used to in making the
reservation
special requests are clearly recorded in
accordance with established
requirements
reservation details of customer booking
are completed, explained and confirmed
to the customer
reservation are filed according to
property standards
documents and other materials are
prepared and issued tom the customer
in accordance with the requirements of
the specific reservation.
1.3 Update reservation Payments and deposits of the
reservation is accurately recorded or
updates in accordance with property
standards.
Amendments or cancellations of
reservation are received, processed and
recorded in accordance with customer
request and property standards.
1.4 Advise others on General and specific customer
reservation details requirements and reservation details are
communicated to appropriate
departments and colleagues.
Follow up customer request and ensure
that all specific requirements in his
reservation details are addressed prior
to guest arrival.
Course: FRONT OFFICE SERVICE NC II
Unit of Competency OPERATE COMPUTERIZED RESERVATION SYSTEM
Module Title: OPERATING COMNPUTERIZING RESERVATION SYSTEM
CODE: TRS5123106
Date Learning Outcomes Criteria Methodology Assessment Approach
2.1 Computerized Re4servation system is accessed and
reservation system is accurately interpreted
operated based on All system features are used to access a
property standards. range of information
2.2 Created and process Availability of the required booking is
reservation checked in accordance with the system
functions and requirements
New reservations are encoded using the
format required by the computer system
Update and amendments to reservations
are made and stored in the system
Any required reservation details are
download and printed
2.3 Send and receive Internal communications are created-
reservation using the required features of the
communications system
Communications from industry
colleagues are accessed and correctly
from industry colleagues are accessed
and correctly interpreted at the
appropriate time
Course: FRONT OFFICE SERVICE NC II
Unit of PROVIDE ACCOMMODATION RECEPTION SERVICE
Competency:
Module Title: PROVIDING ACCOMMODATION RECEPTION SERVICE
CODE: TRS5123107
Date Learning Outcomes Criteria Methodology Assessment Approach
3.1 Prepare reception Reception area is prepared for service
area for guest arrival and all necessary equipment are checked
prior to use
Daily arrival are checked and reviewed
prior to guests arrival
Room is allocated in accordance with
guest requirements and establishments
procedures
Accurate arrival lists are complied and
distributed to relevant
personnel/departments
Colleagues and other departments are
informed of special situations or
requests in a timely manner
3.2 Welcome and Guests are welcomed warmly and
register guests courteously
Reservation details are confirmed with
guests
Guests with nor without reservation are
registered according to establishment
systems and procedure
Correct accounting procedure are
followed in accordance with property
standards
Room key/electronic cards, guest mail
and messages are issued to guests.
3.3 Computerize Reservation system is accessed and
reservation system is accurately interpreted based on
operated property standards
All system features are used to access a
range of information
3.4 Perform ’During All guest requests during in-stay are
Stay’ functions addressed according to property
standards
All inquiries are responded promptly to
guest satisfaction.
3.5 Organize guest Departure lists are reviewed and
departure checked for accuracy
Guest requests for assistance with
departure are acted upon courteously or
referred to the appropriate department
for follow-up.
3.6 Prepared front Front office records are prepared and
office record and updated within designated timelines
reports Room changes, no shows, extensions
and early/late departures are correctly
followed
Rep[orts and records are distributed to
the appropriate departments within
designated timelines.
Course: FRONT OFFICE SERVICE NC II
Unit Competency CONDUCT NIGHT AUDIT
Module Title: CONDUCTING NIGHT AUDIT
CODE: TRS5123108
Date Learning Outcomes Criteria Methodology Assessment Approach
4.1 Process internal Transactions are double checked to
financial transaction ensure that they have posted in the
property’s computerized system
Financial and system discrepancies is
identified and reconciled according to
property standards
Room rates and room status are verified
and reconciled to guest of the property
Internal financial system and control is
suggested for improvements in the
property’s operation.
4.1 Complete routine Routine records and reports are
records and reports accurately completed within designated
timelines
Reports are promptly forwarded to the
appropriate person/department.
Course: FRONT OFFICE SERVICES NC II
Unit Competency PROVIDE CLUB RECEPTION SERVICES
Module Title: PROVIDING CLUB RECEPTION SERVICE
CODE: TRS512305
5.1 Provide information Accurate advice and information on club
on club service and service and facilities is provided to
process memberships customers and club members as
required according to establishment
standards.
Club membership and club rules are
explained to the public and members
following the standard procedures
Membership application forms are
clearly explained and completely filled
up in accordance with the enterprise
requirements
Membership records are checked and
maintained according to standard
procedures
5.2 Monitor entry to Membership badges/cards are checked
club upon entry to the club in accordance
with established standards
Guests are assisted to sign in accordance
with government and enterprise
requirements
Members and guests are checked to
comply with dress and ages regulations
in accordance with established
standards
Disputes over entry to club are referred
to security supervisor or other relevant
person according to enterprise policy.
Course: FRONT OFFICE SERVICES NC II
Unit Competency: PROVIDE CONCIERGE AND BELL SERVICE
Module Title: PROVIDING CONCIEGE AND BELL SERVICE
CODE: TRS 5123109
Date Learning Outcomes Criteria Methodology Assessment Approach
6.1 Handle guest Expected daily arrivals and departures
arrivals and departures and requests for major guest
movements are reviewed and planned in
accordance with establishment standard
Guests are welcome promptly on arrival
and directed to the appropriate area for
registration
Guests with luggage are assisted in
accordance with established procedures
and safety requirements
Guests are escorted to rooms and where
appropriate courteously showed/
explained the establishment features in
accordance with established procedures.
6.2 Handle guest Guest luggage is safety transported and
luggage delivered to the correct location within
appropriate timeframes
Luggage storage system is operated
correctly and in accordance with
established procedures and security
requirements
Luggage is marked and accurately stored
to allow for easy retrieval following the
established procedures
Luggage is placed correctly within the
storage system.
6.3 Respond to request Concierge is provided promptly and in
for concierge service accordance with establishment’s security
and safety requirements
Colleagues and other departments are
liaised to ensure effective response to
concierge service requests.
6.4 Manage intoxicated Levels of intoxication of customers are
person determined
Difficult situations are referred to an
appropriate person
Appropriate procedures are applied to
the situation and in accordance with
enterprise policy
Legislative requirements are applied.
Course: FRONT OFFICE SERVICES NC II
Unit Competency PROVIDE CASHIERING SERVICES
Module Title: PROVIDING CASHIERING SERVICES
CODE: TRS5123110
Date Learning Outcomes Criteria Methodology Assessment Approach Date
7.1 Prepare guest folio Check with other departments of any
unposted or late charges. All unposted
or late charges are posted in the
property’s computerized system
Guest folio is printed out and readied to
be presented to guest
Guest folio is presented to guest for
review and approval.
7.2 Collected cash, cash Cash is accepted and counted in front of
equivalents or non-cash the customer
transactions Credit cards or debit cards is processed
according to enterprise standards
Payments through accepted foreign
currency is processed according to
property standards.
Traveler’s check is processed according
to property standards
Other billing settlement is processed
using property standards.
7.3 Process receipts and Cash, cash equivalents or non-cash
payments transaction
