MANIQUIZ MARIA CRISTINA, COLLEGE OF BUSINESS & ACCOUNTANCY 

FRONT OFFICE SYSTEMS AND PROCEDURES

By: Winkle Maniquiz

Course: FRONT OFFICE SYSTEMS AND PROCEDURES

Course Description:

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 concierge and bell service and providing cashiering services.

COURSE OUTCOMES

1. Define the role of each front management staff.

2. Describe basic hotel accounting procedures ranging from posting accounts to conducting cash and check transactions at the front desk
3. Memorize the front office core competencies of Tesda.
4. Explain the proper procedure of guest check in and check out.
5. Apply basic terminology and concepts related to front office operations.
Timetable Module No. & Intended Learning Subtopics Topics Resources Individual Learning Collaborative Assessment
(Week) Title Outcomes learning
Basis of Describe how hotels are Departmental Hotel Front Office System Write a reflection paper Peer Essay
Front organized and explain organization of Organizati and Procedure review
Week 1&2 Office how functional areas on P.19-49 about your experience in essay
hotels.
Theory within hotels are Hotel visiting a hotel and a
classified. Staff hierarchy chart Room Hotels and Front
Discuss the functions of hotels. Office Operations restaurant and discuss the
performed by the P.1-27
departments and Types difference they found in
positions within the of hotel rooms. or click the link for the
rooms divisions. the slideshare
Identify different types of product and services of the
hotels accommodation https://www.slides two.
Discuss the various hare.net/JohnEdwa
following vacation rdEstayo/introducti Enumerate the staff
facility concepts: on-to-front-office positions which may be
resorts, apartments, eliminated in a medium
condominium, time size hotel and a small size
sharing, club concept, https://www.youtu hotel respectively.
theme vacations, be.com/watch?
camp site and v=IiR0gIK5Abg Watch the video about A
caravanning, villas. Day In The Life Of A Front
Office Staff. Give insight
about it.

Week 3 Front Identify and describe Staff organization of Front Office Ask at least 5 students to
Office different types of the front office: FRONT OFFICE summarize the importance Essay
 Departme equipment used in the hierarchy. EQUIPMENT(NON of duties and
nt front office. AUTOMATED ,SEMI responsibilities
Demonstrate the use of  Section in front AUTOMATED AND of the front of the house. Worksheet
different types of the office. AUTOMATED will be sent
equipment in the front https://www.ihmb Worksheets in the to the
 Equipment used in
office department bs.org/upload/6)% different students
front office.
20Hotel types of equipment used in
Describe the roles and  Duties & %20Entrance,Lobb front office and their uses.
responsibilities of the responsibility of front y%20and%20Front
support department in %20Office.pdf
office staff.
the accommodation
sector. Introduction to
Front Office
https://www.slides
hare.net/JohnEdwa
rdEstayo/introducti
on-to-front-office

Week 4&5 Handling Explain the reservation Importance for guest Reservation Hotel & Front Assignment for the worksheets Worksheets
Rooms concepts and and hotel. Office Operations students to visit the
Reservations procedures in the P.38-55 websites of different
front office Types of reservation.
hotels & hotel
department. http://www.goldhil booking portals and
Process- automated
State the step by step lsoft.com/Reservati discuss in class about
and Manual.
procedures of the on.pdf
their observations.
manual and auto Cancellation & p. 10-101
procedures. amendments.
State the step by step
process of cancellation Worksheets on filling up
and amendments forms in cancellations
and amendments
Week 6 Proper Identify the desirable Importance of Grooming and Front Office Personal Essay
Grooming and grooming standards grooming and Hygiene Operations, List the parameters of reflection
Hygiene in for hospitality hygiene in the student handbook desirable grooming about the
the workplace professionals in the hospitality industry. standards in hospitality Proper
hospitality industry. p. 49-63 industry grooming Submit a soft
Evaluate the importance of  Grooming and hygiene. of the proje
grooming and hygiene standards for Project:
in the hospitality hospitality Health and Safety - Prepare a chart by pasting
industry. professionals : Male Personal Hygiene & of pictures of staff of
and Female. Grooming Training different departments in a
hotel wearing proper
https://www.youtu uniform and well groomed
be.com/watch?
v=o7Y9UIYrH-g
Week 7 Hotel Front Familiarize and define Used in the Terminologies Hotel Front Office Students need to Group
Office the different hospitality industry. and Terminology memorize F.O collaboration
Terminologies abbreviations used in Abbreviations http://joecad.blogs terminologies as much as
front office pot.com/p/hotel- they can. Teacher will ask 5
front-office- students to share their
terminology.html answers.

Common
Hospitality
Acronyms Defined
https://www.amad
eus-
hospitality.com/insi
ght/common-
hospitality-
acronyms-defined/
Week 8 Reception Describe the Importance of Reception Front Office Create a guest folio in the Essay Essay
procedures in Registration. Systems and ff:
registration, post Procedures Walk in reservation/ Peer
registration, and room  Receiving of Guest. p. 95-113 registration review
selling and techniques Telephone reservation/
 Pre-registration
registration
Activities.
Create a guest folio. Check out procedures
 Registration
Activities.

 Post-registration
Activities.

 Registration of a
Foreigner Guest.

 Room Selling
Techniques.

Week 9 Bell Service Describe the duties and Functions. Bell Desk Front Office Summarize the duties and Peer review Essay
responsibilities of bell Operations and responsibilities of the essay
boy.  Equipment and Aids Management bellboy and try to fill out
Discuss the procedure used in Bell Desk. the forms that are being
of the bell service. http://epgp.inflibn used by the bellman.
 Procedures of Bell
Perform message et.ac.in/epgpdata/
Desk.
handling concerns uploads/epgp_cont
ent/S001827/P001
829/M029320/ET/
15242148667.12_Q
1.pdf

During the Stay Hotel & Front Create a script in bell Peer Submission
 Activities Office Operations service review script in Bell
p. 95-99 competency

Week 10 Telephone Describe the process and Functions of the Telephone Write at least 10 possible Peer Script sh
Exchange functions of telephone Introduction to complaints in the review by the T
section in hotels Hotel and Front telephone exchange and Assesso
Telephone Exchange Office Operations choose 2 of those and
Discuss the basic etiquette p. 87-95 create a script about
and manners. handling guest complaints
https://prezi.com/z through a telephone
Discuss the Do’s and Don’ts Handling Incoming croocntpxke/teleph conversation.
of telephones and outgoing calls one-exchange-
function/

Processing Overseas https://www.kullab

and Long Distance s.com/classes/subj
ects/units/lessons/
Calls
notes/note-
detail/5983#:~:text
=Telephone
Basic Telephone %20exchange
Manners for %20or%20operator
Operators %20section,outgoi
ng%20line%20and
%20internal
%20extensions.
Week 11 Front Office FRONT OFFICE NC11 TR TESDA Institutional Assessment Individual Assessment
NC11 https://www.tesda. Assessment the Self
gov.ph/Downloada Assessment
bles/TR%20Front
%20Office
 %20Services%20NC
%20II.pdf

SAG, TESDA
https://www.tesda.
gov.ph/Downloada
bles/Front
%20Office
%20Services%20NC
%20II.pdf

READING MATERIALS / REFERENCES

Ref Type Title Link

T1 Textbook Front Office Systems and Procedures Mindshapers Co., Inc

by Elpedia M. Lago
T2 Introduction to Hotel & Front Office Operations AR Skills Development and Management Services, Inc
by Amelia Samson Roldan
W1 Online Front Office Operations, student handbook PDF File ( will be sent to the students)
handbook
https://www.slideshare.net/JohnEdwardEstayo/introduction-to-front-office
Hotels and Front Office Operations

V1 Video https://www.youtube.com/watch?v=IiR0gIK5Abg
A Day In The Life Of A Front Office Staff.

R1 Reference FRONT OFFICE EQUIPMENT(NON AUTOMATED ,SEMI https://www.ihmbbs.org/upload/6)%20Hotel%20Entrance,Lobby%20and%20Front

AUTOMATED AND AUTOMATED %20Office.pdf

R2 Introduction to Front Office https://www.slideshare.net/JohnEdwardEstayo/introduction-to-front-office

R3 Handling Rooms Reservation http://www.goldhillsoft.com/Reservation.pdf

 p. 10-101

R4 Health and Safety - Personal Hygiene & Grooming Training https://www.youtube.com/watch?v=o7Y9UIYrH-g

R5 Hotel Front Office Terminology http://joecad.blogspot.com/p/hotel-front-office-terminology.html

R6 Common Hospitality Acronyms Defined https://www.amadeus-hospitality.com/insight/common-hospitality-acronyms-

defined/

R7 Front Office Operations and Management http://epgp.inflibnet.ac.in/epgpdata/uploads/epgp_content/S001827/P001829/M0

29320/ET/15242148667.12_Q1.pdf

R8 Telephone Exchange https://prezi.com/zcroocntpxke/telephone-exchange-function/

R9 Telephone Etiquette/ Telephone Exchange and Its Role https://www.kullabs.com/classes/subjects/units/lessons/notes/note-

detail/5983#:~:text=Telephone%20exchange%20or%20operator
%20section,outgoing%20line%20and%20internal%20extensions.

R10 Training Regulations TESDA, Front Office https://www.tesda.gov.ph/Downloadables/TR%20Front%20Office%20Services

%20NC%20II.pdf

R11 Self Assessment Guide, TESDA https://www.tesda.gov.ph/Downloadables/Front%20Office%20Services%20NC

%20II.pdf