SELF-CHECK (Module 2).pptx - FRONT OFFICE

ACTIVITIES AND
PERFORMANCE TASKS
FOR LESSON 1
(MODULE 2)

ACTIVITY 1: The
Guest Cycle
TRUE OR FALSE. Write T if the statement is correct
and F if it is incorrect.(10 pts)

1. _____ Occupancy is the time when the guest arrives at a
destination expecting to receive the type of services requested.
2. _____ Behind the guest concept, the employees should make
the guest feel, welcome. Appreciated, valued, respected and
important.
3. _____ Arrival stage is a crucial stage of the guest cycle since this
is where the guest decides what hotel to choose.
4. _____ Pre-arrival stage focuses on the check-in activities of the
guest.
5. _____ If a front office staff is competent when receiving
reservation requests, guests might be turned off to stay at your
establishment.

ACTIVITY 2: Pre-arrival
and Arrival Process
ARRANGE IN ORDER. Arrange in order the following
pictures of pre-arrival and arrival process using
numbers 1-12. (20 pts)

ACTIVITY 3:
Occupancy Stage
FILL IN THE BLANKS. Fill in the blanks with word/s from
the key choices. (20 pts)

1. When the guest _________________ at the room and accepts it, the
__________________stage begins.
2. The occupancy stage is considered as the ______________ of the front office
activity.
3. The front office is the one who provides ________________and
___________________when the guest requests it.
4. The FO staff should perform these ___________ well because this determines
whether guests will ________________ the hotel again.

5. These ________________ should be well _______________ and ____________
according to the FO posting and _________ procedures.
6. When the guest arrives at the ______________ and accepts it, the
occupancy stage _______________.
7. The _________________plays a major role during a guest’s stay at the hotel.
8. Some of the ___________ that a guest may acquire during his/her __________
are purchase of ________________ and ______________, use of
__________________, gift shop ________________.

PERFORMANCE TASK 1:
Arrival Stage Demonstration
The assessment will be done at the Front Office
room. (20 pts)

PERFORMANCE TASK 2:
Occupancy Stage Demonstration
room. (20 pts)

PERFORMANCE TASK 3:
Departure Stage Demonstration
room. (20 pts)

ACTIVITIES AND
PERFORMANCE TASKS
FOR LESSON 2
(MODULE 2)

ACTIVITY 1: Product and
Service Knowledge
Enumeration. List the items to the category where
they belong. (15 pts)

PRODUCT
-
-
-
-
-
SERVICES
-
-
-
-
-
FACILITIES
-
-
-
-
-
SPECIAL REQUEST
BATHROOM AMENITIES
BAR
FITNESS AREA
SWIMMING POOL
BABYSITITNG
VALET PARKING
CONCIERGE
SPA
MINIBAR AMENITIES
AIRPORT TRANSFER
ALCOHOLIC BEVERAGES

ACTIVITY 2: Room Rates
MATCHING TYPE. Match column I with column II.
Write letters only on the space provided. (10 pts)

1._____Offered to guests who want
to avail rooms with service
inclusions.
2._____Offered to guests who
check in and out on the same day.
3._____Offered to parents and
children staying in the same room.
4._____Discounted rate negotiated
with government agency
5._____Offered to business travelers
A. COMMERCIAL RATE
B. GOVERNMENT RATE
C. FAMILY RATE
D. DAY RATE
E. PACKAGE PLAN RATE

ACTIVITY 3: Meal Plan
IDENTIFICATION. Identify the word/s being
described. (10 pts)

1.___________________________Includes continental breakfast in
the room rate.
2.____________________________A full breakfast is included in the
room rate.
3.____________________________Meals are not included in the
room rate.
4._____________________________Three daily meals are included
in the room rate.
5.________________________________Meals are included in the
room rate.

ACTIVITY 4: Types of
Guests (Part 1)
IDENTIFICATION. Identify the type of guest being
described using letters BT for Business Travelers, LT for
leisure travelers, GT for group travelers. (20 pts)

1. _____ More price sensitive
2. _____ Require more access to communication equipment
3. _____ Lodge in the same hotel but different rooms
4. _____ Require more space
5. _____ More drawn to hotel packages
6. _____ Seminars
7. _____ Guest attending meeting
8. _____ Engage in business travel
9. _____ Appreciate facilities
10. _____ Ten or more attending conventions
BT - Business Travelers
LT - Leisure travelers
GT - Group travelers

ACTIVITY 5: Types of
Guests (Part 2)
TRUE OR FALSE. Write T if the statement is correct
and F if it is incorrect.(20 pts)

1.______Business travelers are guests that engage in business travel.
2.______Guest attending meetings are examples of group travelers.
3.______Communication equipment is required by business travelers.
4.______Group travelers are more price conscious than leisure
travelers.
5.______Hotel packages and incentives are appealing to group
travelers.
6.______ Leisure travel is limited to a certain gender, age and
culture.
7.______Group travelers stay in the same hotel and rooms.
8.______Ten or more people gathered together in a convention can
be classified as business travelers.
9.______Segmentation allows companies to place more than one
brand in a single reservation system.
10. _____There is a wide-range of potential guests in lodging industry.

ACTIVITY 6: Sales Techniques
at the Front Desk
MULTIPLE CHOICE. Choose the letter of the best
answer. (10 points)

1. Which of the following is a recommended strategy
for upselling rooms to walk-in guests?
a. Offer a less expensive room only if the guest rejects
a more expensive room.
b. Give the guest a range of room rates and describe
the rooms that fit the guest’s stated rate preference.
c. State the features and benefits of each category of
room and mention the rate only if the guest asks.
d. Describe the features and benefits of each
available room category first, then mention its rate.

2. Which among Upselling is true
a. Is one way of pressuring the guest into
renting a room with a higher rate
b. Upselling should be done only with walk-in
guest
c. If a guest has a reservation, then he or she
has already determined the type of room
and rate that is desired.
d. Is a technique used to sell rooms that are
pricier than the room that was originally
reserved

3. What does we call the sales technique used
where front desk agents discusses how the
guest room’s features could help the guest?
a. Command selling c. Suggestive selling
b. Persuasive selling d. Implied selling

4. A kind of selling wherein the highest rate is
described first, if the guest does not choose the
room with the next highest rate is described, and so
on until the guest decides which room to take.
Select one:
a. Cross-selling
b. Top-down
c. Choice-of-alternatives
d. Upselling

5. A kind of selling wherein additional extra
product or service that compliments the
product or service the customer is availing.
a. Cross-selling
b. Top-down
c. Choice-of-alternatives
d. Upselling

SELF-CHECK (Module 2).pptx - FRONT OFFICE

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SELF-CHECK (Module 2).pptx - FRONT OFFICE