FRONT OFFICE SERVICES NC II – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR FRONT OFFICE SERVICES NC II

The TESDA FRONT OFFICE SERVICES NC II Course consists of competencies that a person must possess in order to be able to conduct the process of making a reservation, registering and checking-in and checking-out a guest in commercial  accommodation establishments.

This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant)

A student who has achieved this Qualification is competent to be:

• Front Office Agent

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in these course qualifications should possess the following requirements:

• can communicate in English both in the oral and written form; and
• can perform basic mathematical computation.

This list does not include specific institutional requirements such as educational attainment, appropriate work experience, and others that may be required of the trainees by the school or training center delivering the TVET program.

FRONT OFFICE SERVICES NC II COURSE – TRAINING AND REGULATION MODULE

Course Title: FRONT OFFICE SERVICES
Level: NC II
Nominal Training Duration :

(Basic Competency) 18 Hours
(Common Competency) 24 Hours
(Core Competency) 400 Hours

Total Duration: 442 Hours

This course is designed to enhance the knowledge, skills and attitude of Front Office personnel in accordance with industry standards. It covers the basic, common and core competencies on receiving and processing reservations, operating a computerized reservation system, providing reception and accommodation services, conducting night audit, providing club reception services and providing porter services.

COMPETENCIES REQUIRED IN FRONT OFFICE SERVICES NC II

This units of competency comprising this qualification include Basic, Common, and Core Competencies.

To obtain this TESDA course in FRONT OFFICE SERVICES NC II, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

This section gives the details and contents of the units of competency required in FRONT OFFICE SERVICES NC II. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in FRONT OFFICE SERVICES NC II.

UNIT OF COMPETENCY : RECEIVE AND PROCESS RESERVATIONS
UNIT CODE : TRS5123105

This unit of competency deals with the skills, knowledge and attitude required to receive and process reservations for a tourism or hospitality product or service offered for sale through agents or direct to the consumer.

1. Receive reservation request
   • Customer making a reservation is 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
2. Record details of reservation
   • Complete customer details are accurately recorded in the system
   • Guest 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 bookings are completed, explained and confirmed to the customer
   • Reservations are filed according to property standards
   • Documents and other materials are prepared and issued to the customer in accordance with the requirements of the specific reservation
3. Update reservations
   • Payments and deposits of the reservation is accurately recorded or updated in accordance with property standards
   • Amendments or cancellations of reservations are received, processed and recorded in accordance with customer request and property standards.
4. Advise others on reservation details
   • General and specific customer requirements and reservation details are communicated to appropriate departments and colleagues
   • Follow up on customer request and ensure that all specific requirements in his reservation details are addressed prior to guest arrival.

UNIT OF COMPETENCY : OPERATE COMPUTERIZED RESERVATIONS SYSTEM
UNIT CODE : TRS5123106

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.

1. Computerize reservation system is operated based on property standards.
   • Reservation system is accessed and accurately interpreted
   • All system features are used to access a range of information
2. Create and process reservations
   • Availability of the required booking is checked in accordance with the system functions and requirements
   • New reservations are encoded using the format required by the computer system
   • Bookings are retrieved as required, using the format required by the computer system
   • Updates and amendments to reservations are made and stored in the system
   • Any required reservation details are downloaded and printed
3. Send and receive reservation communications
   • Internal communications are created using the required features of the system
   • Communications from industry colleagues are accessed and correctly interpreted at the appropriate time

UNIT OF COMPETENCY : PROVIDE ACCOMMODATION RECEPTION SERVICES
UNIT CODE : TRS5123107

This unit deals with the skills and knowledge required to provide arrival, in-stay and departure services to guests in commercial and accommodation establishments

1. Prepare reception area for guest arrival
   • Reception area is prepared for service and all necessary equipment are checked prior to use
   • Daily arrival details are checked and reviewed prior to guests arrival
   • Rooms are allocated in accordance with guest requirements and establishment policy
   • Uncertain arrivals or reservations are followed up in accordance with establishment procedures
   • Accurate arrival lists are compiled and distributed to relevant personnel/ departments
   • Colleagues and other departments are informed of special situations or requests in a timely manner
2. Welcome and register guests
   • Guests are welcomed warmly and courteously
   • Reservation details are confirmed with guests
   • Guests with or without reservations are registered according to establishment systems and procedures.
   • Correct accounting procedures are followed in accordance with property standards
   • Room key/electronic cards, guest mail and messages are issued to guests
3. Computerize reservation system is operated
   • Reservation system is accessed and accurately interpreted based on property standards
   • All system features are used to access a range of information
4. Perform “During Stay” functions
   • All guest requests during in-stay are addressed according to property standards.
   • All inquiries are responded promptly to guest satisfaction.
5. Organize guest departure
   • Departure lists are reviewed and checked for accuracy
   • Guest requests for assistance with departure are acted upon courteously or referred to the appropriate department for follow-up
6. Prepare front office records and reports
   • Front office records are prepared and updated within designated timelines
   • Room changes, no shows, extensions and early/late departures are correctly followed.
   • Reports and records are distributed to the appropriate departments within designated timelines

UNIT OF COMPETENCY : CONDUCT NIGHT AUDIT
UNIT CODE : TRS5123108

This unit deals with the skills and knowledge required to check and reconcile daily financial transactions and records, and produce reports relating to establishment operations and revenue.

1. Process internal financial transactions
   • Transactions are double checked to 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.
2. Complete routine records and reports
   • Routine records and reports are accurately completed within designated timelines
   • Reports are promptly forwarded to the appropriate person/department

UNIT OF COMPETENCY : PROVIDE CLUB RECEPTION SERVICES
UNIT CODE : TRS512305

This unit deals with the skills and knowledge required to offer reception services within a licensed club environment.

1. Provide information on club services and process memberships
   • Accurate advice and information on club services and facilities is provided to customers and club members as required according to established 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
2. Monitor entry to club
   • Membership badges/cards are checked 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 age regulations in accordance with established policy and procedures
   • Disputes over entry to club are referred to security, supervisor or other relevant person according to enterprise policy

UNIT OF COMPETENCY : PROVIDE CONCIERGE AND BELL SERVICES
UNIT CODE : TRS5123109

This unit of competency deals with the knowledge, skills and attitudes in providing bell and concierge services required for handling guest arrival and departures, handling guest luggage and responding to requests for bell desk services.

1. Handle guest arrivals and departures
   • Expected daily arrivals and departures and requests for major guest movements are reviewed and planned in accordance with established standards
   • Guests are welcomed 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/room features in accordance with established procedures
2. Handle guest luggage
   • Guest luggage is safely transported and 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
3. Respond to request for concierge services
   • Concierge is provided promptly and in accordance with establishment’s security and safety requirements
   • Colleagues and other departments are liaised to ensure effective response to concierge service requests.
4. Manage intoxicated persons
   • Levels of intoxication of customers are 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

UNIT OF COMPETENCY : PROVIDE CASHIERING SERVICES
UNIT CODE : TRS5123110

This unit deals with the skills and knowledge required to provide cashiering service of a Front Office personnel.

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.
2. Collect cash, cash equivalents or noncash transactions
   • Cash is accepted and counted in front of the customer.
   • Credit cards or Debit cards is processed according to enterprise standards.
   • Payment 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.
3. Process receipts and payments
   • Cash, cash equivalents or non cash transactions received from guest is accurately processed according to property standards.
   • Receipts are correctly issued and presented to guest.
   • Transactions are recorded to guest account in the computerized system. Checked out guest is processed based on property standards.
   • Transactions are expediently performed to the satisfaction of guest and according to property standards.
4. Reconcile financial transactions at the end of the shift.
   • Balancing of cash float are performed in accordance with property standards
   • Cash, cash equivalents and non-cash documents are segregated and accurately counted.
   • Balance of between computerized system and sum of cash and non-cash transactions is accurately determined, tallied and balanced.
   • Transactions are recorded and processed according to property standards.
   • Cashier’s account is properly closed based on property standards.
   • Source documents are properly filed and stored.

COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
UNIT CODE : TRS311201

This unit of competency deals with the knowledge, skills required to access, increase and update industry knowledge. It includes seek information on the industry and update industry knowledge.

1. Seek information on the industry
   • Sources of information on the industry are correctly identified and accessed
   • Information to assist effective work performance is obtained in line with job requirements
   • Specific information on sector of work is accessed and updated
   • Industry information is correctly applied to day-to-day work activities
2. Update industry knowledge
   • Informal and/or formal research is used to update general knowledge of the industry
   • Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities
3. Develop and update local knowledge
   • Local knowledge is developed to assist queries on local/national tourism industry
   • Local knowledge is updated using informal and/or formal research
   • Contact with local communities is maintained
4. Promote products and services to customers
   • Promotional initiatives are described that may be used to promote products and services
   • Selling skills are applied according to customer needs

UNIT OF COMPETENCY: OBSERVE WORKPLACE HYGIENE PROCEDURES
UNIT CODE : TRS311202

This unit of competency deals with the knowledge, skills and attitudes in observing workplace hygiene procedures. It includes following hygiene procedures and identifying and preventing hygiene risks.

1. Follow hygiene procedures
   • Workplace hygiene procedures are implemented in line with enterprise and legal requirements
   • Handling and storage of items are undertaken in line with enterprise and legal requirements
2. Identify and prevent hygiene risks
   • Potential hygiene risks are identified in line with enterprise procedures
   • Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements
   • Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up

UNIT OF COMPETENCY: PERFORM COMPUTER OPERATIONS
UNIT CODE : TRS311203

This unit covers the knowledge, skills and attitudes and values needed to perform computer operations which includes inputting, accessing, producing and transferring data using the appropriate hardware and software

1. Plan and prepare for task to be undertaken
   • Requirements of task are determined
   • Appropriate hardware and software is selected according to task assigned and required outcome
   • Task is planned to ensure OH & S guidelines and procedures are followed
2. Input data into computer
   • Data are entered into the computer using appropriate program/application in accordance with company procedures
   • Accuracy of information is checked and information is saved in accordance with standard operating procedures
   • Inputted data are stored in storage media according to requirements
   • Work is performed within ergonomic guidelines
3. Access information using computer
   • Correct program/application is selected based on job requirements
   • Program/application containing the information required is accessed according to company procedures
   • Desktop icons are correctly selected, opened and closed for navigation purposes
   • Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards
4. Produce/output data using computer system
   • Entered data are processed using appropriate software commands
   • Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures
   • Files and data are transferred between compatible systems using computer software, hardware/peripheral devices in accordance with standard operating procedures
5. Maintain computer equipment and systems
   • Systems for cleaning, minor maintenance and replacement of consumables are implemented
   • Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures
   • Basic file maintenance procedures are implemented in line with the standard operating procedures
   • Document systems are maintained

UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY PRACTICES
UNIT CODE : TRS311204

This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards.

1. Follow workplace procedures for health, safety and security practices
   • Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures
   • Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure
   • Suspicious behavior or unusual occurrence are reported in line with enterprise procedure
2. Perform child protection duties relevant to the tourism industry
   • Issue of sexual exploitation of children by tourist is identified
   • National, regional and international actions are described to prevent the sexual exploitation of children by tourists
   • Actions that can be taken in the workplace are described to protect children from sexual exploitation by tourists
3. Observe and monitor people
   • Areas and people who require observation and monitoring is prepared
   • Observation and monitoring activities are implemented
   • Apprehension of offenders are determined
   • Offenders are arrested according to enterprise procedures
   • Administrative responsibilities are fulfilled
4. Deal with emergency situations
   • Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s scope of responsibility
   • Emergency procedures are followed in line with enterprise procedures
   • Assistance is sought from colleagues to resolve or respond to emergency situations
   • Details of emergency situations are reported in line with enterprise procedures
5. Maintain safe personal presentation standards
   • Safe personal standards are identified and followed in line with enterprise requirements
6. Maintain a safe and secure workplace
   • Workplace health, safety and security responsibilities are identified
   • Framework to maintain workplace health, safety and security are maintained
   • Procedures for identifying and assessing health, safety and security hazards and risks are implemented
   • Injuries, illnesses and incidents are investigated
   • Organization’s health, safety and security effectiveness are evaluated

UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE
UNIT CODE : TRS311205

This unit of competency deals with the knowledge, skills and attitudes in providing effective customer service. It includes greeting customer, identifying customer needs, delivering service to customer, handling queries through use of common business tools and technology and handling complaints, evaluation and recommendation.

1. Greet customer
   • Customers are greeted in line with enterprise procedure
   • Verbal and non-verbal communications are appropriate to the given situation
   • Non verbal communication are observed when responding to customers
   • Sensitivity to cultural and social differences is demonstrated
2. Identify needs of customers
   • Appropriate interpersonal skills are used to ensure that customer needs are accurately identified
   • Customer needs are assessed for urgency so that priority for service delivery can be identified
   • Customers are provided with information 2.4 Personal limitation in addressing customer needs is identified and where appropriate, assistance is sought from supervisor
3. Deliver service to customer
   •  Customer needs are promptly attended to in line with enterprise procedure
   • Appropriate rapport is maintained with customer to enable high quality service delivery
   • Opportunity to enhance the quality of service and products are taken wherever possible
4. Handle queries through use of common business tools and technology
   • Common business tools and technology are used efficiently to determine customer requirements
   • Queries/ information are recorded in line with enterprise procedure
   • Queries are acted upon promptly and correctly in line with enterprise procedure
5. Handle complaints/conflict situations, evaluation and recommendations
   • Guests are greeted with a smile and eye-to-eye contact
   • Responsibility for resolving the complaint is taken within limit of responsibility and according to enterprise policy
   • Nature and details of complaint are established and agreed with the customer
   • Threats to personal safety are identified and managed to personal safety of customers or colleagues and appropriate assistance is organized
   • Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible
   • Conflict situations are resolved within scope of individual responsibility by applying effective communication skills and according to enterprise policy

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements

DEFINITION OF TERMS

• CONCIERGE – a front office section taking charge of guest inquiries, requests and complaints.
• FRONT OFFICE AGENT – a front office staff in-charge of accepting hotel reservations; registering and checking–out guest; handling guest inquiries, request and complaints and F.O. Cashiering.
• RESERVATION – the process of requesting for room accommodation in advance in a hotel or other commercial establishment.
• ELECTRONIC KEY CARD – a computer generated electronic card used as guest room key.
• BACK-OF-THE-HOUSE – non-guest contact departments such as Accounting/Finance
• PROPERTY STANDARDS – based according to the hotel, hotel school, training institution or similar/related commercial establishment.