Professional Documents
Culture Documents
Sector : TOURISM
Qualification Title : Front Office Services NC II
Unit of Competency : Participate in Workplace Communication
Module Title : Participating in Workplace Communication
Learning Outcomes:
L.O.1. Obtain and convey workplace information
L.O.2. Complete relevant work related documents
L.O.3. Participate in workplace meeting and discussion
A. INTRODUCTION
This module covers the knowledge, skills and attitudes required to obtain, interpret and convey
information in response to workplace requirements.
B. LEARNING ACTIVITIES
LO 1: Obtain and convey workplace information
Learning Content Methods Presentation Practice Feedback Resources Time
1. Parts of speech Lectured The student is 8hours
Self-paced given information
Sheet
2. Technical Lectured
writing Self-paced
3. Recording Lectured
information Self-paced
2. Technical Lectured
writing Self-paced
A. INTRODUCTION
This module covers the knowledge, skills, and attitudes required to relate in a work based
environment.
B. LEARNING ACTIVITIES
LO 1: Describe and identify team role and responsibility in a team
Learning Content Methods Presentation Practice Feedback Resources Time
1. Team role Lectured The student is 8hours
Self-paced given information
Sheet
3. Role and
responsibilities
with team
environment
4. Relationship
within a team
2. Team
structure/team
roles
3. Group planning
and decision
making
C. ASSESSMENT PLAN
Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
A. INTRODUCTION
This module covers the knowledge; skills and attitudes in promoting career growth and advancement,
specifically to integrate personal objectives with organizational goals set and meet work priorities and maintain
professional growth and development.
B. LEARNING ACTIVITIES
LO 1: Integrate personal objectives with organizational goals
Learning Content Methods Presentation Practice Feedback Resources Time
1. Personal Self-paced The student is 8hours
development- Demonstration given information
social lecture Sheet
aspects:
intra and
interpersonal
development
3. Personal
hygiene and
practices
4. Code of
ethics
2. Work values
and ethical
standards
3. Company
policies on the
use and
maintenance of
equipment
2. Gender and
development
(GAD)
sensitivity
3. Professionalism
in the
workplace
4. List of
professional
licenses
C. ASSESSMENT PLAN
Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
B. INTRODUCTION
This module covers the knowledge, skills and attitudes required to comply with the regulatory and
organizational requirements for occupational health and safety such as identifying, evaluating and
maintaining occupational health and safety (OHS) awareness.
B. LEARNING ACTIVITIES
LO 1: Identify hazards and risks
Learning Content Methods Presentation Practice Feedback Resources Time
1. Hazards and Self-paced The student is 8 hours
risks Demonstration given information
identification lecture Sheet
2. Organization
al safety and
health
protocol
3. Threshold limit
value (TLV)
4. OHS
indicators
2. Philippine
OHS
standards
3. Effects of
hazards in the
workplace
4. Ergonomics
5. ECC
Regulations
LO3. Control hazards and Risks
2. Emergency-
related drills and
training
A. INTRODUCTION
This module covers the knowledge, skills and attitudes required to access, increase and update
industry knowledge.
B. LEARNING ACTIVITIES
LO 1: Identify and access key resources of information on the industry
Learning Content Methods Presentation Practice Feedback Resources Time
2. Industrial relations
issues and major
organization
3. Career opportunities
5. Quality assurance
C. ASSESSMENT PLAN
Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
A. INTRODUCTION
This module covers the knowledge, skills and attitudes in observing workplace hygiene procedures.
B. LEARNING ACTIVITIES
LO 1: Practice personal grooming and hygiene
Learning Content Methods Presentation Practice Feedback Resources Time
LO2. Practice safe and hygienic handling, storage and disposal of food, beverage, and materials
1.Hygiene procedures Lectured The student is 4 hours
- Proper Self-paced given information
food Demonstration Sheet
handling
and
storage
- Correct
work
practices
- Proper
waste
disposal
- Personal
hygiene
- Pest
control
- Principles
of HACCP
B. INTRODUCTION
This module covers the knowledge, skills and attitudes needed to perform computer operations. This
includes in putting, accessing, producing and transferring data using appropriate hardware and software.
B. LEARNING ACTIVITIES
LO 1: Identify and explain the functions, general features and capabilities of both hardware and software
Learning Content Methods Presentation Practice Feedback Resources Time
C. INTRODUCTION
This module covers the knowledge, skills and attitudes in following health, safety and security
practices. It includes dealing with emergency situations and maintaining safe personal standard.
B. LEARNING ACTIVITIES
LO 1: Practice workplace safety, security and hygiene systems, processes and operation
Learning Content Methods Presentation Practice Feedback Resources Time
Hands-out
Film / video
clips
C. ASSESSMENT PLAN
Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
LO3. Handle queries promptly and correctly in line with enterprise procedures
1. Modes of greeting and Lectured The student is 2 hours
farewell. Self-paced given information
2. Proper addressing of Demonstration Sheet
needs of persons. (by Role Playing
gender, age, status,
physical condition)
3. Style manual
requirement.
Standard letters and
proformas
LO4. Handle customer complaints, evaluation and recommendations
1. Proper way of Lectured 2 hours
SESSION PLAN
LO 3: Update reservations
1. Confirmation Lectured 6 hours
process Demonstration
2. Filling reservation Industry Immersion
process Video Viewing
3. Documents and
other materials
preparation and
issuance process
4. Financial status of
reservation
process
5. Amendments or
cancellations of
received,
processed and
recorded
reservation
C. ASSESSMENT PLAN
Written Test
Performance Test(Practical demonstration)
Direct Observation
Review of portfolios
D. TEACHER’S SELF-REFLECTION OF THE SESSION
SESSION PLAN
1. Procedure in 32 hours
preparing
reception area. Demonstration
2. Procedure in Lecture
room allocation Discussion
3. Procedure in
recording guests
arrival.
A. INTRODUCTION
This module 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. This function may be undertaken by night
auditors during periods of minimal customer activity at the front desk. However, in many establishments, the night audit function is
completed on an ongoing basis throughout the day by computerized systems.
B. LEARNING ACTIVITIES
LO 1. Monitor financial transactions
Learning Content Methods Presentation Practice Feedback Resources Time
C. ASSESSMENT PLAN
Written Test
Performance Test
Oral interview
D. TEACHER’S SELF-REFLECTION OF THE SESSION
SESSION PLAN
SESSION PLAN
1. Communication 32 hours
skills
2. Procedures in Demonstration
welcoming guests Lecture
3. Procedures in Discussion
receiving guests Role Playing
4. Registration
procedures
5. Guest
assistance
/escorted