TESDA-OP-CO-01-F11

(Rev. No. 00-03/08/17)

COMPETENCY-BASED CURRICULUM

A. COURSE DESIGN

COURSE TITLE FRONT OFFICE SERVICES NC II

NOMINAL DURATION 442 Hours

QUALIFICATION LEVEL NC II

COURSE DESCRIPTION This course covers the knowledge, skills and

attitudes in Front Office Services NC II in
accordance with Enterprise standards. It
covers basic, common and specialized (core)
competencies such as receive and process
reservations, operate computerized reservation
system, provide accommodation reception
services, conduct night audit, provide club
reception services, Provide concierge and bell
services and Provide cashiering services.

TRAINEE ENTRY Can communicate in English both in the oral

and written form

REQUIREMENTS Can perform basic mathematical computation

Course Structure:

Basic Competencies:
No. of Hours: (18)
Nominal
Unit of Competency Module Learning Outcomes Duration
1. Participate in Workplace Participating in 1.1 Obtain and convey
Communication Workplace workplace information
Communications 1.2 Speak English at a basic
operational level 4.5
1.3 Complete relevant work hrs.
related documents
1.4 Participate in workplace
meeting and discussion
2. Work in a Team Working in a Team 2.1 Describe and identify
Environment Environment team role and responsibility in
a team
2.2 Describe work as a team 4.5
member hrs.
2.3 Work effectively with
colleagues
2.4 Work in socially diverse
environment
3. Practice Career Practicing career 3.1 Integrate personal
Professionalism professionalism objectives with
organizational goals
4.5
3.2 Set and meet work hrs.
priorities
3.3 Maintain professional
growth and development
4. Practice Occupational Practicing 4.1 Evaluate hazard and risks
Health and safety Occupational Health 4.2 Control hazards and risks
Procedures and safety 4.3 Maintain occupational
Procedures 4.5
health and safety hrs.
awareness
4.4 Perform basic first-aid
procedures

Common Competencies
No. of Hours: (24)
Nominal
Unit of Competency Module Learning Outcomes Duration
1. Developed and Developing and 1.1 Seek information on the 4 hrs.
Update Industry Updating Industry industry
Knowledge Knowledge 1.2 Update continuously
relevant industry knowledge
1.3 Develop and update local
knowledge
1.4 Promote products and
 Nominal
Unit of Competency Module Learning Outcomes Duration
services to customers
2. Observe Workplace Observing 2.1 Follow hygiene procedures
Hygiene Procedures Workplace Hygiene 2.2 Identify and prevent 4 hrs.
Procedures hygiene risk
3. Perform Computer Performing 3.1 Plan and prepare task to
Operations Computer be undertaken
Operations 3.2 Input data into a computer
3.3 Assess information using
6 hrs.
computer
3.4 Produce/ output data using
computer system
3.5 Maintain computer system
4. Perform Workplace Performing 4.1 Practice workplace
and Safety Practices Workplace and procedures for health,
Safety Practices safety and security
practices
4.2 Perform child protection
duties relevant to the
tourism industry
4.3 Observe and monitor 5 hrs.
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 Providing effective 5.1 Greet customers
customer service customer service 5.2 Identify customer
5.3 Deliver service to
customer
5.6 Handle queries through
5 hrs.
use of common business
tools and technology
5.5 Handle complaints/conflict
situations, evaluation and
recommendations

Core Competencies
No. of Hours: (400)
Nominal
Unit of Competency Module Learning Outcomes Duration
1. Receive and Process Receiving and 1.1 Receive reservation 60 hrs.
Reservations Processing request
Reservations 1.2 Record details of
reservation
1.3 Update reservations
 Nominal
Unit of Competency Module Learning Outcomes Duration
1.4 Advise others on
reservation details
2. Operate Operating 2.1 Computerize reservation
Computerized Computerized system is operated based
Reservation System Reservation System on property standards.
2.2 Create and process 60 hrs.
Reservations
2.3 Send and receive
Reservation communications
3. Provide Providing 3.1 Prepare reception area for
Accommodation Accommodation guest arrival
Reception Services Reception Services 3.2 Welcome and register
guests
3.3 Computerize reservation
system is operated 70 hrs.
3.4 Perform “During Stay”
functions
3.5 Organize guest departure
3.6 Prepare front office records
and reports
4. Conduct Night Audit Conducting Night 4.1 Process internal financial
Audit transactions
60 hrs.
4.2 Complete routine records
and reports
5. Provide Club Providing Club 5.1 Provide information on club
Reception Services Reception Services services and process
50 hrs.
memberships
5.2 Monitor entry to club
6. Provide concierge Providing concierge 6.1 Handle guest arrivals and
and bell services and bell services departures
6.2 Handle guest luggage
6.3 Respond to request for 50 hrs.
concierge services
6.4 Manage intoxicated
persons
7. Provide cashiering Providing cashiering 7.1 Prepare guest folio
services services 7.2 Collect cash, cash
equivalents or non-cash
transactions
7.3 Process receipts and 50 hrs.
payments
7.4 Reconcile financial
transactions at the end of
the shift.

ASSESSMENT METHODS
  Direct observation
 Practical demonstration
 Oral/written examination
 Third party report

COURSE DELIVERY
 Demonstration
 Self-paced instruction
 Lecture discussion
 Simulation
 On-the-Job Training
 Group discussion
 Lecture-demonstration

RESOURCES

Qty Tools Qty. Equipment Qty. Materials

Computer (with
Credit Card Voucher
1 pc. 2 units reservation system) 1 pc. Log book
holder
and printer
2 units Bell boys cart 1 pc. Cash register 2 pcs. Room key
1 pc. Fake Bills detector 2 pcs. Ving card
1 pc. Hypercom 1 pc. White board/cork board
1 pc. Credit card imprinter 5 pcs. Empty envelopes
1 pc. Key card marker 5 pcs. Luggage tag
1 pc. Key Card verifier 25 pcs. Registration form
Cancellation booking
1 pc. Key rack 5 pcs.
form
1 pc. Cash box drawer 5 pcs. No-show forms
1 pc. Guest folio rack 25 pcs. General folio
2 pcs. Telephone 25 pcs. Credit card voucher
1 pc. Typewriter 25 pcs. Different forms
1 pc. Fax machine 5 pcs. Notice slip
5 pcs. Calculator
Safety deposit
1 pc.
box/drop vault
4 pcs. Lapel microphone

FACILITIES
 Facility Description Quantity
Lecture 56 sq meters 1
Learning Resource Center 15 sq meters 1
Facilities/Equipment/Circulation Area 21 sq meters 1

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

 Must be a holder of National TVET Trainer Certificate (NTTC) Level I in Front Office
Services NC II
 Must have at least two years in industry experience or any FO related works
 Must be a computer literate