Professional Documents
Culture Documents
Region 02
Southern Isabela College of Arts and Trades
Santiago City
FRONT OFFICE
NC 11
Developed by:
Rodnessy C. Santago
Instructor 1
Sector :
TOURISM
Qualification :
Front Office NC II
Unit of Competency :
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COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II
SICAT
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COMPETENCY BASED
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FRONT OFFICE NC II
At the end of this learners guide is a learner diary. Use this diary to record important
dates. Jobs undertaken and to other work place and events that will assist you in
providing details to your trainer or assessors. A record of achievements is also you
provided to your trainer to complete ones to complete this module.
This module was prepared to help you achieved the required competency in
Providing Porter Service. This will be the source of information for you to acquire
knowledge and skills in this particular module with minimum supervision or help from
your instructor. With the aid of this materials you will acquire the competency and at
your own pace.
Talk to your own trainer and agree on how you will both organize the training of
this unit. Read through the learning guide carefully. It is divided into sections that
cover all the skill and knowledge you need to successfully complete this module.
Work through all the information and complete the activities in each section.
Read information sheets and complete the self check. Suggested references are
included to supplement the materials provided in this module.
Most probably your trainer will also be your supervisor or manager. He/she is
there to support you and show you the correct way to do thing. Ask for help.
Your trainer will tell you about the important things you need to ask question and
practice on the job. Make sure you practice your new skills during regular work
shifts. This way you will improve both of your speed and memory and also your
confidence.
Talked to more experienced workmates and ask for their guidance.
Use the self check questions at the end of each section to test your own progress.
When you are ready, ask your trainer to watch you perform the activities outline
in the learning guide.
As you work through the activities, ask for written feedback on your progress.
Your trainer keeps feedback/pre-assessment for this reason. When you have
successfully completed each element, ask your trainer to marks on the reports that
are ready for assessment.
When you have completed this module (or several modules) and feel confident
that you have had sufficient practice, your trainer will arrange an appointment
with a registered assessor to assess you. The results of your assessment will be
recorded in your competency Achievement record.
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Qualification
: FRONT OFFICE
Module descriptor
Nominal Duration
Introduction
: This module will guide each students to a quire the skills and
Attitude in knowledge PROVIDI NG PORTER SERVICE
This particular module consist of four learning outcomes (lO)
Under each LO are assessment criteria that are use to guide the
judgment weather or not a learner has achieved a learning outcome
This unit defines the competency required to correctly
Provide Porter to the guest. After processing of registration of the
guest, the bellman is expecting to carry the luggage of the guest
until check out time.
Prerequisite
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RESOURCES:
Lecture room
Learning Materials /resources
This learning Package
References
Book
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LEARNING ACTIVITIES
APECIAL INSTRUCTION
Sheet #O1
Review and plan the expected
Arrivals check-out and request
Welcomed and direct the guest
To the registration area
Assist the guest with his luggage
Escort the guest to his room
Showed/explain the establishment/room
Answer Self-check
Check your answer
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4.
LEARNING ACTIVITIES
SPECIAL INSTRUCTION
Sheet #O2
Transfer and deliver the guest luggage
Operate correctly the luggage storage system
Store and marked the luggage for easy retrieval
Placed correctly the luggage in the storage system
Answer Self-check #2
Check your answer
Do Job sheet #O2
COMPETENCY BASED
LEARNING MATERIAL IN
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LEARNING ACTIVITIES
SPECIAL INSTRUCTION
Sheet #O3
Provide bell desk service
All staff are Responsible
For bell desk request
Answer Self-check #3
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INFORMATION SHEET
Adopted from Front office procedures
And guest relations
BELL SERVICE
Bell Service - is responsible for escorting guests during check-in and check-out,
Attending to their luggage and doing errands for the front desk.
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Doorman/Bellboy
Basic Function: Assists/escorts during check in and check-out and runs errand for
The Front desk.
Specific Function:
1. Welcomes and greets incoming guests, opens the door of their vehicles, unloads
Their luggage and leads them to the Front desk for registration.
2. Receives rooming instructions room the desk clerk and escorts the guest towards
His room.
3. Orients the guest about the facilities and amenities in the room and informs him of
House services and facilities
4. Responds to desk clerks call for guest assistance including the delivery of guests
Mails, FAX, packages and messages.
5. Assists the guest upon check-out carries his luggage, leads him to the Front Desk
For a clearance and payment and escorts him towards his vehicle
6. Assists a guest when a room transfer service is called for
7. Attends to the safe and proper storage of guests valuables in the Bell Station as
Well as their issuance to owners, following standard procedures
8. Prepares errand report and other reports as maybe required by superior, maintains a
Logbook of critical incidents and complaints
9. Attends to guess inquiries, requests and complaints
10. Performs other related duties as maybe assigned by superior
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Most medium size and large hotels have separate Bell service unit that attends to
the following service.
1.
2.
3.
4.
In small guests with very few guests, there is no separate Bell Service unit.
The clerk simply request the housekeeping Unit to send a room boy to assist
guests with their luggage during check in and check out. The job of a doorman is
done by the security guard.
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TROLLEY/BELLBOYS CART
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JOBSHEET LO1
SERVICE PROCEDURES DURING CHECK IN
When a guest reaches the hotel, he should be warmly received and assisted by the
doorman/bellboy following the following procedures.
1. Greet and welcome the arriving guests.
Good morning sir/mam, welcome to our hotel.
2. Offer to unload guests luggage from the vehicle.
May I help you with your luggage sir/mam?
3. Unload the guests baggage, count each peace and inform the guest of the total
count for the letter to check and to make sure that all his travelers effects were
taken out of the cab and accounted for.
Could you check sir if your entire luggage are complete before we let go with the
cab?
4. Direct the guest to the Front Desk while carrying the luggage in the cart.
This way to the front desk sir.
5. As guest registers, stand by to receive rooming instructions from the Desk Clerk.
6. Receive key and rooming instructions from the desk clerk then lead the guest to
his room. This way to your room Mr._______________
7. Knock or activate the door bell before entering the room to verify if there is
someone inside and to make sure it is available before opening it for the guest.
When this is occupied or not yet ready, the bellman shall tactfully inform the
guest of the mistake and ask for a replacement via the telephone.
8. The bellman shall open the room with the key and switch on the light, and then let
the guest in. he shall show him the room and bring in the baggage. He shall
explain the use of facilities in the room such as air-conditioning thermostat
control, bathroom light switches etc. Explain operation of TV if it needs special
instructions.
9. Inspect room and bathroom check for busted bulbs, dirts, and defective
amenities.
10. Sell Hotel services, Inform guest of:
o Outlets and operating time; products/services
o Room service, Long distance facilities, business center, laundry, etc.
For your convenience, the hotel has provisions for room service from_____
to______. The room service menu is on top of the nite table. You may also dine
at some of our outlets like operating from to serving breakfast, lunch
and dinner. You may also avail of our laundry service. There is laundry bag in
your drawer together with the laundry rates, should d you wish to go for
entertainment, our hotel has an entertainment bar called__________ operating
from___ to ____.
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Answers:
Wear black shoes, always polish and good condition
Have a well shave face, clean hands and fingernails
Have a well groomed hair, neatly cut and combed
Wear a clean and neat uniform
Possess good body posture
Have a sound health
Wear dark brown or black slacks
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Learning Outcome 2
Adopted from Front office procedures
And guest relations
BAGGAGE TAG A personal identification attached to a piece of luggage
STORAGE OF LUGGAGES
1. Tag each item with a baggage Claim Check.
2. Inspect all items for storage as to their condition before accepting them. Indicate
if item is breakable and store them safely in the cabinet.
3. Store luggage in the luggage room making sure that the smaller, lighter ones are
in top of the heavier ones.
4. The bellboy/bell captain shall:
a. Fill the baggage claim check complexly making sure that item has been
properly and clearly described in the baggage Claim Check;
b. Indicate also the identifying feature such as color, size, shape, and other
leading characteristics; Specify the noted defect on the item prior to
receipt.
c. Time stamp the baggage Claim Check,
d. Ask the owner to read the conditions stated at the back of the Baggage
claim form have him/her sign.
5. Before storing the item:
a. Attach the baggage Claim check to the item to be stored;
b. Detach the claim check portion;
c. Leave the luggage tag portion attached to the item;
d. Time stamp the claim check portion;
e. Hand the claim check portion the guest;
6. The bell boy/bell captain shall enter the item in the package Storage Record
(Logbook)
7. The bell boy/bell captain shall deposit the item in the luggage room.
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Storage room
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Learning Outcome #3
Adopted from Front office procedures
And guest relations
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Again always lead the way while on the way to the room open a conservation to make the
guest at ease.
8. Enter room and place luggage on rack
The bellman opens the door of the room. Switch on the light to make the room
attractable an inviting. Put the luggage on the rack to make it convenient for the guest
when opening his bag
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Highly visible doormen and valet parking attendants are a great crime deterrent,
especially on smaller hotel properties. Nothing instills more confidence in a hotel guest
than a capable doorman who greets and makes eye contact with them as they enter the
property. Criminals dont like doormen for two reasons: First, they dont want to be
identified, and second, they dont want to be captured should they have to escape in a
hurry. Without competent curbside security, crimes like purse snatches, car thefts, and
luggage thefts would increase substantially on most urban properties.
A doorman can monitor a property better if the number of entrances is limited,
especially at night. This design philosophy gives the hotel the advantage of making the
criminal feel "out of place" and therefore more likely to be deterred.
In a high-rise hotel, the ground floor lobby presents another major opportunity to
deter crime. The best security designs position the registration, bellman, and concierge
desks in a position to view critical access points. Important access points include the
front, back, or side entrances, elevator banks, lounge, and restaurant entrances. In large
metropolitan hotels, extra attention needs to be paid to guest luggage, briefcases, and
handbags left casually on the lobby floor.
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ROOM TRANSFER
1. The bell Captain, upon receipt of the room change notice from the desk clerk shall
Record the room changes in bellmans Control Sheet, indicating therein the room
number of the new room of the guest.
2. The bell-man shall pick-up the key of the new room and shall proceed to where
the guest is waiting to be moved, with the cart if there are several items to be
transfer.
3. All luggage of the guest shall be loaded to the bellmans cart, making sure that
nothing is over looked or left behind. Then accompany the guest to his assigned
room after taking the key of the former room;
4. After unloading and arranging the guests belongings on their proper places, have
them checked by the guest for completeness and leave the room only after making
sure that the connecting doors are closed and the room is in good order.
5. The Front Desk shall advice the Telephone Exchange of the new room number.
MESSAGE DELIVERY:
1. Duplicate copies of all in house guest messages are to be received at the Front
Desk. They will be brought to the guestroom by the bellman upon receiving
instructions from the desk clerk.
2. The bellman shall get the message (duplicate copies) from the Front Desk;
3. The bellman will knock or activate the doorbell and announce bell Service.
Then shall endorse the message to the guest if he is in the room. If a cable or
package will be delivered, the guest will be requested to acknowledge receipt of
the items by signing the in the duplicate copy/or package or cable logbook.
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