Professional Documents
Culture Documents
MATERIAL
Picture:
Sector: ICT
NAME OF SCHOOL
(the school that developed the CBLM should be reflected
in the cover page)
You need to complete this module before you can perform the module
on Operating a Computerized Reservation System.
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitudes in receiving and
processing reservations. It details the requirements for receiving
reservation request, recording details of reservation, updating reservations
and advising others on reservation details.
Introduction
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.
Learning Outcomes:
ASSESSMENT CRITERIA
9. Prepared documents and other materials and issued the same to the
customer in accordance with the requirements of the specific reservation.
CONTENTS:
Overview on Reservation
Product Information and Features
Determining Occupancy & Availability
ASSESSMENT CRITERIA:
ASSESSMENT METHODS:
Written Test
Oral Questioning/Interview
Demonstration/Role Play
Learning Outcome 1
Read Information Sheet 1.1-1: This Learning Outcome deals with the
“Introduction to Reservations” development of the Institutional
Competency Evaluation Tool which
Answer Self-check 1.1-1
trainers use in evaluating their trainees
Read Information Sheet 1.1-2: after finishing a competency of the
“Product Information and qualification.
Features”
Go through the learning activities
Answer Self-check 1.1-2 outlined for you on the left column to gain
the necessary information or knowledge
Read Information Sheet 1.1-3:
before doing the tasks to practice on
“Determining Occupancy &
performing the requirements of the
Availability”
evaluation tool.
Answer Self-check 1.1-3
The output of this LO is a complete
Perform Task Sheet 1.1-3 on Institutional Competency Evaluation
How to Use the Reservation Package for one Competency of Front
Form Office Services NC II. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Receiving and Processing Reservations.
INTRODUCTION TO RESERVATIONS
Learning Objectives:
After reading this information sheet, you must be able to:
1.) Objectives should be confined to knowledge level
2.)
3.) VIPs are given the privilege of not going through the usual
check-in process because of security reasons as well as for their
convenience.
1.) false
2.) true
3.) true
4.) false
5.) false
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)
1.) false
2.) false
3.) true
4.) false
5.) true
Learning Objectives:
After reading this information sheet, you must be able to:
1.) understand the basic principles in determining occupancy
2.) use the sample forms in a role play featuring receiving reservations
1.) false
2.) true
3.) true
4.) false
5.) true
Steps/Procedure:
1.) Refer to the availability board and check which room types are
available on certain dates.
2.) Refer to the reservation form
3.) Accomplish the reservation form by filling out the information
fields using your own sample data.
Assessment Method:
Criteria YES NO
1. Important information fields in the reservation form are
filled out.
2. The sample dates selected reflect as available for selling
in the availability board.
CONTENTS:
Guest Information that the Front Office (FO) Clerk Should Ask
General & Specific Customer Requirements
ASSESSMENT CRITERIA:
Learning Outcome 2
Read Information Sheet 1.2-1: This Learning Outcome deals with the
“Guest Information that the FO development of the Institutional
Clerk Should Ask” Competency Evaluation Tool which
trainers use in evaluating their trainees
Answer Self-check 1.2-1
after finishing a competency of the
Perform Task Sheet 1.2-1 on qualification.
Record Details of Reservation
Go through the learning activities
Read Information Sheet 1.2-2: outlined for you on the left column to gain
“General & Specific Customer the necessary information or knowledge
Requirements” before doing the tasks to practice on
performing the requirements of the
Answer Self-check 1.2-2
evaluation tool.
1. The FO clerk should ask for the most important information first which is
a. billing arrangement
c. company name
d. mode of payment
a. name
b. e-mail
d. address
3. The main reason for determining arrival and departure dates at the outset
is
a. booking person
a. credit card
b. cash
c. charge to company
d. promissory note
1. b
2. c
3. c
4. c
5. d
Assessment Method:
Criteria YES NO
1. Complete customer details are accurately recorded
against their booking in a manner which ensures correct
Date Developed: Document No. BTAC-FO2-0301
Institution’s June 2012 Issued by:
Receiving and
logo and QA
Processing Developed by: BELLMEC Page 25 of 70
System
TVI LOGO
Reservations Bernard A. Manalo
Revision # 00
interpretation by others who may access the reservation
details.
2. Customer profile or history, if available, is checked, and
information is used to assist in making the reservation
and to enhance customer service.
3. Special requests are clearly recorded in accordance
with
established requirements.
4. All details of customer bookings are confirmed to the
customer and it is ensured that they understand and
agree
to all details.
5. Reservations are filed in a manner which ensures easy
access by others and is in accordance with established
procedures.
6. Documents and other materials are prepared and
issued
to the customer in accordance with the requirements of
the
specific reservation.
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)
4. Hotels would charge for early-check in even if the room is vacant ready
since the previous night.
5. Guests may request for extra room amenities as they see fit as long as it’s
reasonable.
1. false
2. true
3. false
4. false
5. true
CONTENTS:
Financial Status of the Reservation
Amendments or Cancellations
ASSESSMENT CRITERIA:
ASSESSMENT METHODS:
Written Test
Oral Questioning/Interview
Demonstration/Role Play
Learning Outcome 3
Update Reservations
Read Information Sheet 1.3-1: This Learning Outcome deals with the
“Financial Status of the development of the Institutional
Reservation” Competency Evaluation Tool which
trainers use in evaluating their trainees
Answer Self-check 1.3-1
after finishing a competency of the
Read Information Sheet 1.3-2: qualification.
“Amendments or Cancellations”
Go through the learning activities
Answer Self-check 1.3-2 outlined for you on the left column to gain
the necessary information or knowledge
Perform Task Sheet 1.3-2 on
before doing the tasks to practice on
Update Reservations
performing the requirements of the
evaluation tool.
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)
4. If a caller requests for a change in the departure date but maintains the
arrival date, the FO clerk needs to update the financial status of the said
reservation.
1. true
2. false
3. true
Date Developed: Document No. BTAC-FO2-0301
Institution’s June 2012 Issued by:
Receiving and
logo and QA
Processing Developed by: BELLMEC Page 33 of 70
System
TVI LOGO
Reservations Bernard A. Manalo
Revision # 00
4. true
5. false
AMENDMENTS OR CANCELLATIONS
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)
1. The amendment form can sometimes be found at the bottom or the right
side of the reservation form.
1. true
2. false
3. true
4. true
5. false
Steps/Procedure:
Assessment Method:
Criteria YES NO
1. Financial status of the reservation is accurately
updated in accordance with established procedures
CONTENTS:
Ensuring Accuracy of Data
Advising Colleagues and Coworkers from Other Departments
ASSESSMENT CRITERIA:
ASSESSMENT METHODS:
Written Test
Oral Questioning/Interview
Demonstration/Role Play
Learning Outcome 4
Read Information Sheet LO1.4- This Learning Outcome deals with the
1: “Ensuring Accuracy of Data” development of the Institutional
Competency Evaluation Tool which
Answer Self-check LO1.4-1
trainers use in evaluating their trainees
Read Information Sheet LO1.4- after finishing a competency of the
2: “Advising Colleagues and qualification.
Coworkers from Other
Go through the learning activities
Departments”
outlined for you on the left column to gain
Answer Self-check LO1.4-2 the necessary information or knowledge
before doing the tasks to practice on
performing the requirements of the
evaluation tool.
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)
1. true
2. false
3. false
4. true
5. true
Learning Objectives:
After reading this information sheet, you must be able to:
1.)
2.)
1. true
2. false
3. false
4. true
5. true
Unit of Competency
Module Title
Method of assessment
Method of assessment
Method of assessment
Ways in which evidence will be collected:
[tick the column]
Evidence requirement
X X
Evidence requirement
X
Evidence requirement
x X
5% 5% 10% 20%
1 1 2 4 20%
2 6 8 40%
2 2 4 8 40%
TOTAL 3 5 12 20 100%
Multiple Choice
Please select the best answer that corresponds to each given item by
encircling the letter of your choice.
1. d
2. c
3. a
4. c
5. a
6. b
7. c
8. b
9. a
10.b
Trainee name:
Trainer name: BERNARD A. MANALO
Qualification: FOS NC II
Unit of competency: Receive and Process Reservations
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, receiving and processing
reservations following standard procedures within 15 minutes.
to show if evidence
DEMONSTRATION is demonstrated
Yes No N/A
During the demonstration of skills, did the candidate:
Determine the availability of the reservation and advised the
customer accordingly.
Questions Satisfactory
response
The trainee should answer the following questions: Yes No
1. Why is it important to determine the date of
reservation first?
2. How do you offer a room when the hotel is already
fully-booked on certain dates?
3. How are you going to use the availability board?
Answer: offer the waitlist option just in case the guest thinks
that it’s ok to be placed on waitlist
Answer: By looking at the dates and the types of room vis a vis
the request of the guest
5. How does the FO clerk make sure that there will be coordination of
functions among different hotel units?
2. What is FIT?
Answer: By looking at the dates and the types of room vis a vis
the request of the guest
Assessor’s Name :
Qualification :
Project
Units of Competency :
Date of Assessment :
Time of Assessment :
Given the necessary supplies and materials, the candidate must be able to perform
the following task in two (2) hours:
Yes No N/A
Candidate:
Assessor:
Competency Standards: TVET TRAINERS
Unit[s] of Competency: PLAN TRAINING SESSION
Item number
Pre-assessment Result of
Session Plan
Type of evidence
[insert information in the column]
The evidence shows that I ……
1.1. Identified learner’s training requirements.
1.2. Identified and analysed relevant curriculum
documents.
1.3. Identified the current competencies of target
group.
1.4. Compared competencies to be attained with
the current competencies of the target group.
1.5. Determined and validated the training
requirements.
2.1. Prepared plan for series of training session.
2.2. Identified relevant training methods and
delivery modes.
2.3. Selected appropriate training methods and
delivery modes to adhere the required
competencies.
2.4. Identified and organized resources required
for the series of training session.
2.5. Identified sequence of training activities.
2.6. Prepared and documented plan for a series
of training session.
3.1. Prepared basic instructional materials that
are focused on key concepts and ideas related to
work activity.
3.2. Identified trainee’s characteristics and needs.
3.3. Selected the appropriate media for the
trainees.
Candidate Date:
signature:
Candidate name:
Assessor name:
We are seeking your support in the judgment of this candidate’s competence. Please answer these
questions honestly as a record of the candidate’s performance while working with you. Thank you for
your time.
Comments regarding candidate performance and experience
I can verify the candidate’s ability to: Yes No Not Comments to support my
(tick the correct response] sure responses:
Check the availability of all resources
required for training.
□ □ □
Identify alternative resources for contingency
measures.
□ □ □
Identify and arrange appropriate training
locations according to training needs.
□ □ □
□ □ □
□ □ □
□ □ □
□ □ □
□ □ □
Third party signature: Date:
Send to: