RECEIVE AND PROCESS RESERVATIONS

Module Title

RECEIVING AND PROCESSING RESERVATIONS

Written Test

Ways in which evidence will be collected:

[tick the column]

Oral Questioning

Unit of Competency

Demonstration

EVIDENCE PLAN

The evidence must show that the candidate

Determines the availability of the reservation and advised the customer

accordingly.

Demonstrates ability to offer alternatives according to guest needs.*

Responds to inquiries regarding rates and other product features according to

established procedures.

Records customer details completely and accurately against his/her booking in a

manner which ensures correct interpretation by others who may access the
reservation details.

Checks customer profile or history, if available, and uses information to assist in

making the reservation and to enhance customer service.

Demonstrates ability to record, confirm and file customer details including

special requests or requirements in accordance with established systems and
procedures.*

Confirms all details of customer bookings to the customer and ensures that
he/she understands and agrees to all details.*

Files reservations in a manner which ensures easy access by others and in

accordance with established procedures

Prepares documents and other materials and issues the same to the customer in
accordance with the requirements of the specific reservation.

Updates financial status of the reservation accurately in accordance with

established procedures.

Receives, processes and records amendments or cancellations of reservations in

accordance with customer request and established procedures.

Demonstrates ability to advise other departments of the establishment on

relevant reservation details.*

Compiles and provides accurate and relevant reservation statistics to concerned

people or departments.

Demonstrates skills in receiving and processing reservations for multiple

product booking according to established procedures.*

NOTE: *Critical aspects of competency

Prepared by:
Bernard A. Manalo

Date:

Checked by:

Date:

Demonstration with Questioning Checklist

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
is demonstrated

DEMONSTRATION

Yes
No
During the demonstration of skills, did the candidate:
Determine the availability of the reservation and advised the

customer accordingly.

Offer alternatives, including waitlist options, if requested

booking is not available.*

Respond to inquiries regarding rates and other product features

according to established procedures.

Records customer details completely and accurately against

his/her booking in a manner which ensures correct

interpretation by others who may access the reservation

details.*
Records special requests clearly in accordance with established

requirements.*
Demonstrates skills in receiving and processing reservations

for multiple product booking according to established

procedures.*
Confirms all details of customer bookings to the customer and

ensures that he/she understands and agrees to all details.*

Demonstrates ability to advise other departments of the

establishment on relevant reservation details.*

The candidates demonstration was:

Satisfactory

Not Satisfactory

N/A

Demonstration with Oral Questioning Checklist (continued)

Satisfactory
response

Questions
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?

4. How do you ensure correctness of customer data

gathered?

5. How does the FO clerk make sure that there will be

coordination of functions among different hotel units?

The trainees underpinning knowledge was:

Satisfactory

Not Satisfactory

Not Satisfactory

Feedback to trainee:

The trainees overall performance was:

Satisfactory
Assessors signature:

Date:

Suggested Questions with Answers for Oral Questioning [continued]

Questions with Answers

1. Why is it important to determine the date of reservation first?

available

Answer: To make sure that the room being requested is

2. How do you offer a room when the hotel is already fully-booked on

certain dates?
Answer: offer the waitlist option just in case the guest thinks
that its ok to be placed on waitlist

3. How are you going to use the availability board?

Answer: By looking at the dates and the types of room vis a vis
the request of the guest

4. How do you ensure correctness of customer data gathered?

Answer: Provide a recap

5. How does the FO clerk make sure that there will be coordination of
functions among different hotel units?
Answer: By communicating reservation details as well as
booking updates to colleagues and other departments

Written Test
Multiple Choice
Please select the best answer that corresponds to each given item by
encircling the letter of your choice.
1. Overbooking is done in most hotels because
a. theres a lapse in judgment on the part of the FO clerk
b. there are many tourists in the locality
c. there is a drop in sales in the previous months
d. there might be no-shows or cancellations to offset
2. This refers to a visual guide that shows the room status.
a. Reservation file
b. Guest folio
c. Availability board
d. Confirmation letter
3. The two forms of reservation include:
a. manual and computerized
b. manual and automatic
c. direct and indirect
d. face-to-face and via telephone
4. The most important thing to ask at the beginning of a reservation call is
a. special request
b. billing arrangement
c. reservation dates
d. amendment on the reservation
5. A guest should be walked when:

a. a hotel aggressively overbooks and the guest can no longer be

accommodated in the hotel
b. the guest needs to exercise due to lack of physical activity
c. the guest requests for a tour of the hotel facilities
d. the hotel decides not to accept the guest for check in because of a valid
suspicion
6. The following are sources of reservation except:
a. telephone
b. newspaper
c. internet
d. face-to-face transaction
7. Updating a reservation requires the following except:
a. the guest to notify the Reservations Department about the amendment
b. the FO clerk to update the reservation accurately and completely
c. the FO clerk to charge the guest an additional 50% of the rate for the
reserved room
d. the FO clerk to advise other departments as needed

8. A standard greeting over the telephone:

a. should include the name of the caller
b. is best done with a smile
c. is skipped when the hotel is too busy
d. should be delivered monotonously
9. FIT, in the context of the hotel industry, stands for:
a. Free Individual Traveller
b. Frequent Indirect Tourist
c. Free Internet Technology
d. Free Interest Tourism
10. Communicating reservation details to other departments is important
because:
a. it is the managements directive
b. it will ensure timely coordination of functions/responsibilities
c. the FO clerk will have an incentive for doing so
d. the FO clerk should report to the Housekeeping Department
Manager/Supervisor

Answer Key to Written Test

1. d
2. c
3. a
4. c
5. a
6. b
7. c
8. b
9. a
10.b

Oral Questioning Checklist

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 Oral Questioning

The candidate will be assessed based on his/her answers to the given questions. The assessor
should not deviate from the standard questions provided herein.
Oral Questions

Satisfactory response

The trainee should answer the following questions:

Yes

No

1. How is overbooking done?

2. What is FIT?

3. How do you read the availability board?

4. How do you deliver a standard greeting?

5. Give 3 examples of product (room) information that an

FO clerk should know.

The trainees underpinning knowledge was:

Satisfactory

Not Satisfactory

Not Satisfactory

Feedback to trainee:

The trainees overall performance was:

Satisfactory
Assessors signature:

Date:

The candidates responses were:

Satisfactory

Not Satisfactory

Suggested Questions with Answers for Oral Questioning [continued]

Questions with Answers

1. How is overbooking done?

Answer: By reserving or booking a room beyond the capacity of
the hotel in order to offset instances of no-shows or cancellations

2. What is FIT?
Answer: Free Individual Traveller, one who requests for hotel
booking without requiring the services of any third party or
middleman

3. How do you read the availability board?

Answer: By looking at the dates and the types of room vis a vis
the request of the guest

4. How do you deliver a standard greeting?

Answer: Make sure that the following are considered: the FO
clerks smile; the FO clerks name; offering assistance; saying thank
you for calling (the name of the hotel) if on the phone or welcome to
(the name of the hotel) if face-to-face; the name of the department if
on the phone

5. Give 3 examples of product (room) information that an FO clerk should

know.
Answer: room amenities, room rate, room type

Table of Specifications

Objectives/
Content
Area/Topics

TOTAL

Objectives/
Content
Area/Topics

TOTAL

Knowledg
e

Comprehensio
n

Application

# of
items / %
of test

5%

5%

10%

20%

10%

30%

40%

10%

10%

20%

40%

15%

25%

60%

100%

TEST ITEM DISTRIBUTION

# of
items /
% of
test

Percent
-age

Knowledge

Comprehension

Application

20%

40%

40%

12

20

100%

Work Related Project

Candidates :
Assessors Name :
Qualification :
Project
Units of Competency :

Date of Assessment :
Time of Assessment :
Instruction for demonstration
Given the necessary supplies and materials, the candidate must be able to perform
the following task in two (2) hours:

Check ( ) to show if evidence

is performed

OBSERVATION :
Yes

The Candidates output was:

Satisfactory

Not Satisfactory

Candidates Signature

Date:

Assessors Signature

Date:

No

N/A

Specific Instructions for Work Related Project

Answer to Work related Projects

Candidate Portfolio Record Sheet

Candidate:
Assessor:
Competency
Standards:

TVET TRAINERS

Unit[s] of
Competency:

PLAN TRAINING SESSION

1.1. Identified learners 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 trainees characteristics and needs.
3.3. Selected the appropriate media for the
trainees.
3.4. Prepared instructional materials that are
clean, legible and appropriate to trainees.

Training Activity Matrix

Developed Instructional Materials

Session Plan

Pre-assessment Result of

Validated Training Requirements

The evidence shows that I

Pre-assessment instrument

Type of evidence
[insert information in the column]

Related CS and CBC

Item number

Candidate
signature:

Date:

Portfolio evaluation form

Candidate name:
Assessor name:
Competency standards:

TVET TRAINERS

Unit(s) of competency:

PLAN TRAINING SESSION

The evidence provide by the candidate is:

valid

authentic

sufficient

current

recent

The contents of the portfolio provided satisfactory evidence that the

candidate

consistent
Item no(s)

[tick the box]:

1.1. Identified learners 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 trainees characteristics and needs.

3.3. Selected the appropriate media for the trainees.

3.4. Prepared instructional materials that are clean, legible and

appropriate to trainees.

THIRD PARTY REPORT

Candidate name:
Name of third
party:

Contact
no.

Position:
Relationship with
candidate:

employer

supervisor

colleague

other

Please specify
________________________________________________
Please do not complete the form if you are a relative, close friend or
have a conflict of interest]

Dates the candidate worked with

you
Competency
Standards:
Unit of Competency:

From:

To:

TVET TRAINERS

PLAN TRAINING SESSION

The candidate is being assessed against the competency standards for

We are seeking your support in the judgment of this candidates competence. Please
answer these questions honestly as a record of the candidates performance while
working with you. Thank you for your time.
Comments regarding candidate performance and experience
I can verify the candidates ability to: Yes
No
(tick the correct response]
Not
sure

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:

Send to:

Comments to support
my responses:

Date: