K to 12 BASIC EDUCATION CURRICULUM

TECHNOLOGY AND LIVELIHOOD EDUCATION

GRADE 9
Course Description:

This curriculum guide for Front Office Services leads to National Certificate Level II (NCII). This course is designed for a Grade 9 student to develop knowledge, skills, and
attitudes to perform the tasks on Front Office Services. It covers core competencies, namely: 1) receiving and processing reservation, 2) operating a computerized
reservation system, 3) providing accommodation reception services, (4) conducting night audit, 5) providing club reception services, and 6) providing porter services
The preliminaries of this course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to the course, and 3) exploration of
career opportunities.

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

Introduction The learners demonstrate an The learners: The learners:
1. Core concepts in Front understanding of: independently demonstrate 1. explain basic concepts
Office Services (FOS) the concepts and theories in FOS competencies in FOS as prescribed in in FOS
2. Relevance of the course the TESDA Training Regulation 2. discuss the relevance
3. Career opportunities of the course
3. explore opportunities for
a career in FOS
PERSONAL ENTREPRENEURIAL COMPETENCIES

1. Dimensions of Personal PECs’ dimensions and recommend specific strategies to LO 1. Assess Personal TLE_PECS-I0-1
Entrepreneurial Competencies characteristics improve “weak” areas and sustain Entrepreneurial
(PECs) “strong” areas of their PECs Competencies
1.1. Three Clusters of PECs 1.1. explain
(Achievement, dimensions/clusters of
Planning, Power PECs and the different
Clusters) characteristic traits
1.2. Characteristics per cluster
2. Assessment of Personal 1.2. evaluate one’s PECs
Competencies and Skills
(PECs)
BUSINESS ENVIRONMENT AND MARKET (EM)
1. Factors included in the the different factors that influence 1. analyze how factors influence LO 2. Understand the TLE_EM9-I0-1
business environment the business environment the business environment business environment and
2. Identifying business ideas
business 2. relate experience in 2.1. explain how different
opportunities generating business ideas or factors influence the
identifying business business
opportunities environment
2.2. explain procedures for
generating business
K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 1 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
ideas or identifying
business opportunities
2.3. generate business ideas

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 2 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
and identify business
opportunities
QUARTER 1
LESSON 1: RECEIVE AND PROCESS RESERVATIONS (RR)
LO1. Receive reservation TLE_HEFS9RR-Ia-1
1. The lodging industry receiving and independently receives and processes request
2. Front Office operations processing reservations reservations 1.1. determine for and
3. Detailed information of the advise customer of the
establishment must availability of the
include: reservation
a. General description 1.2. offer alternatives,
b. Room types including waitlist
c. Room rates options, if requested
d. Hotel facilities booking is not available
e. Hotel policies 1.3. respond to inquiries
f. Others regarding rates and
other product features
according to
established
procedures
4. Reservation: key terms LO 2. Record details of TLE_HEFS9RR-Ib-
5. Different types of reservations reservation 2
6. Reservation inquiries and 2.1. record complete
their distribution channels customer details
7. The process of taking accurately against
group reservations his/her booking in a
8. Group reservation issues manner that ensures
correct interpretation by
others who may access
the reservation details
2.2. check customer profile
or history, if available,
and use the information
to enhance customer
service

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 3 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
2.3. confirm all booking
details with the
customer and ensure
that s/he understands
and agrees to all items
2.4. file reservations in a
manner that ensures
easy access by others
and in accordance
with established
procedures
2.5. prepare and issue
documents and other
materials to the
customer in accordance
with
requirements of the
specific reservation
9. Receiving, processing and LO 3. Update reservations TLE_HEFS9RR-Ic-3
recording payments and 3.1. update financial status
necessary actions to be of the reservation
taken in case of accurately
cancellations 3.2. receive, process, and
10. Generating and issuing record amendments
invoices and credit notes for or cancellations of
changed reservations reservations in
11. Checking that the accordance with
reservation has been fully customer request and
paid established procedures
LO4. Advise others on TLE_HEFS9RR-Id-
12. Front Office responsibilities reservation details 4
13. Accepting reservations 4.1. communicate general
14. Reservation request and specific customer
requirements and
reservation details to
appropriate
departments and
colleagues
4.2. compile and provide
K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 4 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
accurate and relevant
reservation statistics to
concerned people or

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 5 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
departments
LO5. Conduct self
15. Evaluation of performance in evaluation on the required TLE_HEFS9RR-Ie-5
receiving and processing performance rating
reservations 5.1. Conduct self-evaluation of
performance in receiving
and processing
reservations using rubrics

LESSON 2: OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)

1. Types of reservation systems operating computerized independently operates computerized LO 1. Access and TLE_HEFS9OR-If-6
1.1. Property level reservation system reservation system manipulate reservation
1.2. Central Reservation system information
System (CRS) 1.1. access and
1.3. Global Distribution System interpret
(GDS) reservation system
1.4. Internet Distribution accurately
System (IDS) 1.2. use all system features
to access a range of
information
2. Different types of LO 2. Create and process TLE_HEFS9OR-Ig-
reservations and reservation reservations h-7
inquiries and their distribution 2.1. check the availability of
channels the required booking in
3. Reservation updates accordance with the
and amendments system functions and
requirements
2.2. create new reservations
containing accurate
customer details and
full requirements
2.3. encode all customers’
details using the format
required by the
computer system

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 6 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
2.4. Retrieve bookings as
required, using the
computer system
2.4. make and store accurate
updates and amendments
to reservations as
required
2.4. download and print any
required reservation
details
4. Different types of reservations, LO 3. Send and receive TLE_HEFS9OR-Ii-8
and reservation inquiries and reservation
their distribution channels communications
3.1. create and process
accurate communications
to industry colleagues
using the required
features of the system
3.2. access and correctly
interpret communications
from industry colleagues
at the appropriate time

5. Evaluation of performance in LO4. Conduct self- TLE_HEFS9OR-Ij-9

operating computerized evaluation on the required
reservation system performance rating
4.1. conduct self-evaluation of
the performance in
operating computerized
reservation system using
rubrics

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 7 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 8 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
Quarter 2
LESSON 3: PROVIDE ACCOMMODATION RECEPTION SERVICES (PR)
LO1. Prepare for guest TLE_HEFS9PR-IIa-
1. Registration: key terms providing accommodation independently provide accommodation arrival b-10
2. Preregistration reception services reception services 1.1. prepare reception area for
3. Interdepartmental service and check all
communication necessary equipment
prior to use
1.2. check and review
daily arrival details
prior to guest’s arrival
1.3. allocate rooms in
accordance with
guest requirements
and establishment
policy
1.4. follow up on uncertain
arrivals or
reservations
1.5. compile and distribute
accurate arrival lists
to relevant personnel/
departments
1.6. inform colleagues
and other
departments of
special situations or
requests in a
timely manner
4. Guest registration LO 2. Welcome and TLE_HEFS9PR-IIc-
5. Acceptable methods register guests d-11
of payment 2.1. welcome guests
6. Foreign exchange warmly and courteously
7. Foreign calculation 2.2. confirm reservation
8. Exchanging foreign currency details with guests
9. Revision 2.3. register guests with
or without
reservations
2.4. follow correct
K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 9 of 19
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
accounting procedures

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 10 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
2.5. explain clearly relevant
details such as room
key/electronic cards,
guest mail, messages,
and safety deposit facility
arrangements to guests
2.6. follow correct enterprise
procedures where
rooms are not
immediately available or
overbooking has
occurred
2.7. Monitor guest arrivals and
discrepancies between
actual and report
expected arrivals

10. Dealing with guest accounts LO 3. Generate and check TLE_HEFS9PR-IIe-

11. Dockets, invoices, vouchers guest accounts for f-12
12. Post to guest accounts accuracy
13. Room count 3.1. explain and process
14. Balancing transactions guest accounts clearly,
15. Departure procedures courteously, and
accurately to the guest
3.2. recover and process
keys/electronic cards
from guests
3.3. act upon the guest’s
requests for assistance
courteously or refer to
the appropriate
department for follow-up
3.4. process express checkouts
3.5. follow group
checkout procedures

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 11 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
16. Interdepartmental LO 4. Prepare front office TLE_HEFS9PR-IIg-
communication records and reports h-13
17. Revisions 4.1. prepare and update
18. Calculate occupancy front office records
19. Key reports within designated
20. Balancing transactions timelines
4.2. follow establishment
policies with regard to
room changes, no-
shows, extensions, and
early departures
4.3. distribute reports and
records to the
appropriate
departments within
designated timelines
21. Evaluation of the performance LO5. Conduct self- TLE_HEFS9PR-IIi-
in providing accommodation evaluation on the required j-14
reception services performance rating
5.1. Undertake a self-rating of
the performance in
providing accommodation
reception services using
rubrics
Quarter 3
LESSON 1: CONDUCT NIGHT AUDIT (CA)
1. Process financial transactions conducting night audit independently conduct night audit LO 1. Monitor financial TLE_HEFS10CA-
2. The accounting cycle transactions IIIa-b-15
3. Bank reconciliations 1.1. check transactions to
4. Balance revenue ensure that they have
been carried out in
accordance with
establishment procedures
1.2. check balances prepared
by others to ensure that
they are accurate and in
accordance with
establishment procedures

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 12 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 13 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
1.3. identify and resolve
financial and system
discrepancies according
to level of responsibility
1.3. implement financial
systems and financial
control systems in
accordance with
establishment procedures
1.3. monitor systems and
provide feedback

5. Organization of records LO2. Complete routine TLE_HEFS10CA-

and reports records and reports IIIc-16
6. Check guest accounts 2.1. complete routine
records and reports
accurately within
designated timelines
2.2. forward reports
promptly to the
appropriate
person/department
2.3. conduct research on
successful record
keeping
7. Evaluation of performance in LO3. Conduct self- TLE_HEFS10CA-
conducting night audit evaluation on the IIId-17
required performance
rating
3.2 conduct self-evaluation of
performance in night
audit using rubrics
3.2 Cite case studies on FOS

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 14 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
LESSON 2: PROVIDE CLUB RECEPTION SERVICES (CR)
LO 1. Provide information TLE_HEFS10CR-
1. Services of the providing club reception services independently provides club reception on club services and IIIe-g-18
hospitality industry services process memberships
2. Products of the 1.1. provide accurate advice
hospitality industry and information on
3. Product knowledge and club services and
the sales function facilities to customers
4. Effective selling techniques and club members as
5. The marketing mix required
6. The consumer decision- 1.2. explain club
making process membership and club
rules to the public and
members following
standard procedures
1.3. explain and fill up
membership application
forms clearly and
completely
1.4. check and maintain
membership records
7. Club and licensing laws in LO 2. Monitor entry to TLE_HEFS10CR-
relation to entry club IIIh-i-19
requirements for customers 2.1. check membership
and dress regulations badges/cards upon
8. Discuss club membership entry
rules, conditions, benefits, and 2.2. assist sign-in of guests
entitlements 2.3. ensure that members
and guests comply with
dress and age
regulations
2.4. refer disputes over
entry to club to security,
supervisor, or
other relevant
person

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 15 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
9. Evaluation of performance in LO3. Conduct self- TLE_HEFS10CR-
providing club reception evaluation on the required IIIj-20
services performance rating
3.1. conduct self-evaluation of
performance in providing
club reception services
using rubrics

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 16 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
QUARTER 4
LESSON 1: PROVIDE PORTER SERVICES (PS)
1. Typical hotel/motel LO1. Handle guest arrival TLE_HEFS10PS-
procedures for handling group providing porter services independently provides porter services and departures IVa-c-21
luggage at arrival and 1.1. review and plan
departure expected daily arrivals,
2. Process for providing a departures, and requests
specified bell desk for major guest
service movements
3. Range of services offered by 1.2. welcome and direct
the bell desk in guests promptly on
accommodation establishments arrival to the appropriate
4. Process for lifting and area for registration
carrying heavy luggage 1.3. assist guests with luggage
1.4. escort guests to
rooms and
show/explain
courteously the
establishment/room
features
5. Typical security procedures LO 2. Handle guest TLE_HEFS10PS-
for luggage storage rooms luggage IVd-e-22
6. Issues to consider in 2.1. transport and deliver
planning the pickup of group guest luggage safely to
luggage from rooms the correct location
7. Checking guest arrival within appropriate
and departure list timeframes
2.2. operate luggage storage
system correctly and in
accordance with
established procedures
and security
requirements
2.3. mark and store
luggage accurately to
allow for easy retrieval
following the
established procedures
2.4. place luggage correctly
K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 17 of
 K to 12 BASIC EDUCATION CURRICULUM
TECHNOLOGY AND LIVELIHOOD EDUCATION
within the storage
system

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

8. Introduction to bell desk LO 3. Respond to request TLE_HEFS10PS-
9. Functions of bell desk for bell desk services IVf-h-23
10. Bell desk records 3.1. provide bell desk
services promptly
3.2. coordinate with
colleagues and other
departments to
ensure effective response
to bell desk requests
11. Evaluation of performance in LO4. Conduct self- TLE_HEFS10PS-
providing porter services evaluation on the required IVi-j-24
performance
4.1. conduct self-evaluation of
performance in providing
porter services using
rubrics

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 18 of