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SESSION PLAN

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. Sentence Lectured The student is


construction Self-paced given information
Sheet

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
3. Effective Lectured
communication Self-paced

LO 2: Participate In Workplace Meetings And Discussions


1. Sentence Lectured The student is
construction Self-paced given information
Sheet

2. Technical Lectured
writing Self-paced

3. Recording Lectured
information Self-paced

LO3. Complete Relevant Work Related Documents


1. Basic Lectured
mathematics Self-paced

2. Technical Lectured
writing Self-paced

3. Types of forms Lectured


Self-paced
C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Work In A Team Environment
Module Title : Working In A Team Environment
Learning Outcomes:
LO1. Describe and identify team role and responsibility in a team
LO2. Describe work as a team

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
2. Relationship
and
responsibilities

3. Role and
responsibilities
with team
environment

4. Relationship
within a team

LO2. Describe work as a team


1. Communication
process

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Practice Career Professionalism
Module Title : Practicing Career Professionalism
Learning Outcomes:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
2. Organization
al goals

3. Personal
hygiene and
practices

4. Code of
ethics

LO2. Set and meet work priorities


1. Organizational Self-paced The student is
Key Result Demonstration given information
Areas (KRA) lecture Sheet

2. Work values
and ethical
standards

3. Company
policies on the
use and
maintenance of
equipment

LO3. Maintain Professional Growth And Development

1. Qualification Self-paced The student is

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
standards Demonstration given information
lecture Sheet

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Practice Occupational Health and Safety Procedures
Module Title : Practicing Occupational Health and Safety Procedures
Learning Outcomes:
LO1. Identify hazards and risks
LO2. Evaluate Hazards and risks
LO3. Control hazards and risks
LO4. Maintain Occupational health and safety awareness

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
and control

2. Organization
al safety and
health
protocol
3. Threshold limit
value (TLV)

4. OHS
indicators

LO2. Evaluate hazards and risks


1. TLV table Self-paced The student is
Demonstration given information
lecture Sheet

2. Philippine
OHS
standards

3. Effects of
hazards in the
workplace
4. Ergonomics
5. ECC
Regulations
LO3. Control hazards and Risks

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
1. Safety
regulations
- Clean air
act
- Electrical
and fire
safety
code
- Waste
manageme
nt
- Disaster
preparedn
ess and
manageme
nt

LO4. Maintain occupational health and safety awareness


1. Operational The student is
health and safety given information
procedure, Sheet
practices and
regulations

2. Emergency-
related drills and
training

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Develop and Update Industry Knowledge
Module Title : Developing and Update Industry Knowledge
Learning Outcomes:
LO1. Identify and access key resources of information on the industry
LO2. Access, apply and share industry information
LO3. Update continuously relevant industry knowledge

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

Information sources Lectured 4


 media Self-paced hours
 reference

Date Developed: Document No. MMCI-SP-01


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Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
book
 libraries
 union
 industry
association
 internet
 personal
observation

LO2. Access, apply and share industry information


1. Trade unions Lectured The student is 2
environmental issues Self-paced given information hours
and requirement Small group discussion Sheet

2. Industrial relations
issues and major
organization

3. Career opportunities

4. Work ethic required to


work in the industry

5. Quality assurance

LO3. Update continuously relevant industry knowledge


1. Information sources Lectured 2
- media Self-paced hours
- libraries/reference Small group discussion
book Distance education

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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Session Plan Developed by:
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Revision # 01
- union/industry
association
- internet

2. Legislation that affects


the industry

C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Observe Workplace Hygiene Procedures
Module Title : Observing Workplace Hygiene Procedures
Learning Outcomes:
LO1 Practice personal grooming and hygiene
LO2 Practice safe and hygienic handling, storage and disposal of food, beverage, and materials

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

1.Hygiene procedures The student is 4 hours


- Proper Demonstrations given information
hand Small group discussion Sheet
washing
- Regular
bathing
- Appropriat
e and
clean

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
clothing
- Cleaning
and
sanitizing
procedures
- Personal
hygiene

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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MANILA MONTESSORI
Session Plan Developed by:
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Revision # 01
C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


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FRONT OFFICE SERVICES NC II Date Revised:
Page
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Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Perform Computer Operations
Module Title : Performing Computer Operations
Learning Outcomes:
LO1. Identify and explain the functions, general features and capabilities of both hardware and software
LO2. Prepare and use appropriate hardware and software according to task requirement
LO3. Use appropriate devices and procedures to transfer files/data
LO4. Produce accurate and complete data according to the requirements
LO5. Maintain computer equipment and system

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

1. Main types of The student is 2 hour


computers and basic Demonstrations given information
features of different Lectured Sheet
operating systems Self-paced
2. Main parts of a

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
computer
3. Storage devices and
basic categories of
memory
4. Types of software
Peripheral
devices
LO2. Prepare and use appropriate hardware and software according to task requirement
1. Basic ergonomics of Lectured The student is 2
keyboard and computer Self-paced given information mins
use Demonstration Sheet
2.Standard operating
procedures in entering
and saving data into the
computer
3.Storage media
4.Ergonomic guidelines

LO3. Use appropriate devices and procedures to transfer files/data


1. Procedures/techniqu Lectured The student is 1
es in accessing Self-paced given information hour
Information Demonstration Sheet
2. Desktop Icons
3. Keyboard techniques
based on OHS
requirements

LO4. Produce accurate and complete data according to the requirements


1.Software commands Lectured The student is 2

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
Self-paced given information hours
Demonstration Sheet

2.Operation and use of


peripheral devices
3. Procedures in
transferring files/data
LO5. Maintain computer equipment and system
1.Cleaning, Minor Lectured The student is 1
Maintenance and Self-paced given information hour
Replacements of Demonstration Sheet
Consumables
2. Creating More Space
in the Hard Disk
3. Reviewing Programs
4. Deleting Unwanted
Files
5. Checking Hard Disk
for Errors
C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Perform Workplace and Safety Practices
Module Title : Performing Workplace and Safety Practices
Learning Outcomes:
LO1. Practice workplace safety, security and hygiene systems, processes and operation
LO2. Responds appropriately to faults, problems and emergency situations
LO3. Maintain safe personal presentation standards

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

1.Health, safety and The student is 2 hours


security procedures given information
2.Breaches procedures Lectured Sheet
Self-paced

LO2. Responds appropriately to faults, problems and emergency situations

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
1. Emergency procedure Lectured 3 hours
- Personal Self-paced
injuries Demonstration
- Fire
- Electrocuti
on
- Natural
calamity
- Criminal
acts
2.Safe personal
presentation standard

LO3. Maintain safe personal presentation standards


1.Students/trainees must Lectured The student is 3 hours
be provided with the Self-paced given information
following: Demonstration Sheet
Group discussion

 Hands-out
 Film / video
clips

C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Provide Effective Customer Service
Module Title : Provide Effective Customer Service
Learning Outcomes:
LO1. Apply effective verbal and non-verbal communication skills to respond to customer needs
LO2. Provide prompt and quality service to customer
LO3. Handle queries promptly and correctly in line with enterprise procedures
LO4. Handle customer complaints, evaluation and recommendations
D. INTRODUCTION
This module deals with the knowledge, skills and attitudes in providing effective customer service. It
includes greeting customer, identifying customer needs, delivering service to customer, handling queries
through telephone, fax machine, internet and email and handling complaints, evaluation and recommendation
B. LEARNING ACTIVITIES
LO 1: Apply effective verbal and non-verbal communication skills to respond to customer needs
Learning Content Methods Presentation Practice Feedback Resources Time

1. Personality The student is 2


development and public given information hours
relations Lectured Sheet
2. Basic oral Self-paced
communication/ writing Demonstration
memos and letters Role playing
3. Preparing job

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
documentation
- Following
instructions
Filling-out forms
LO2. Provide prompt and quality service to customer
1. Food and culture Lectured 2 hours
2. Exploration of food Self-paced
trends Demonstration
- Past, present
and future
trend
3. Communication
standards in customer
service

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
answering complaints in Self-paced
line with workplace Demonstration
procedures. Role Playing
2. Nature and details of
complaints.
Industry/ workplace
procedures in giving
evaluation and
recommendations
C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

SESSION PLAN

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Receive and Process Reservations
Module Title : Receiving and Processing Reservations
Learning Outcomes:
LO1. Receive reservation request
LO2. Record details of reservation
LO3. Update reservations
LO4. Advise others on reservation details
A. INTRODUCTION
This module 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.
B. LEARNING ACTIVITIES
LO 1: Receive reservation request
Learning Content Methods Presentation Practice Feedback Resources Time

1. Receiving and The student is 6 hours


processing given information
reservations Lectured Sheet
2. Booking Self-paced
procedures Demonstration
3. Rates and Industry Immersion
products features

LO2. Record details of reservation

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
1. Record booking Lectured The student is 6 hours
procedures Self-paced given information
2. Reservation and Demonstration Sheet
booking Industry Immersion
terminology
3. Customer profiles
or history profiles
checking
procedures
4. Record special
requests process

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
LO 4: Advise others on reservation details
1. Requirements of Lectured 5 hours
reservation process Demonstration
communicated to Industry Immersion
housekeeping and F & Self-paced
B.
2. Reservation
Statistics Process
C. ASSESSMENT PLAN
 Written Test
 Performance Test(Practical demonstration)
 Observation
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Operate a Computerized Reservation System
Module Title : Operating a Computerized Reservation System
Learning Outcomes:
LO1. Access and manipulate reservation system information
LO2. Create and process reservations
LO3. Send and receive reservation communications
A. INTRODUCTION
This module deals with the skills and knowledge required in using a computerized reservations system
to create bookings for a range of tourism or hospitality products and services. The system will vary depending upon the establishment and
industry sector. Reservations systems can be used by an agent booking a supplier’s service and can also be used by tourism or hospitality
operator receiving and processing reservations. This unit covers the use of industry-wide systems commonly used by retail travel agencies
(CRS).
B. LEARNING ACTIVITIES
LO 1: Access and manipulate reservation system information.
Learning Content Methods Presentation Practice Feedback Resources Time

1. Company The student is 16 hours


computerized given information
reservation Self-paced Sheet
system. Demonstration
2. General industry Lecture
information Discussion

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
Computer system
features
3. General Industry
Booking System.

LO2. Create and process reservations.


1. Features of Lectured The student is 32
creating a Self-paced given information hours
reservation Demonstration Sheet
system. Discussion
2. Encoding and
retrieving of
information.
3. Updates and
amendments of
reservation

LO3.Send and receive reservation communications


1. Accurate Lectured The student is 17
communication Self-paced given information hours
procedures to Demonstration Sheet
industry
colleagues.
2. Assessing
communications.
3. Procedures in
sending and
receiving
messages using
the computerized

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
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Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
system.

C. ASSESSMENT PLAN
 Written Test
 Performance Test(Practical demonstration)
 Direct Observation
 Review of portfolios
D. TEACHER’S SELF-REFLECTION OF THE SESSION

SESSION PLAN

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Provide Accommodation Reception Services
Module Title : Providing Accommodation Reception Services
Learning Outcomes:
LO1 Prepare for guest arrival
LO2 Welcome and register guests
LO3 Organize guest departure
LO4 Prepare front office records and reports
A. INTRODUCTION
This unit deals with the skills and knowledge required to provide arrival and departure services to guests in
commercial and accommodation establishments.
B. LEARNING ACTIVITIES
LO1 Prepare for guest arrival
Learning Content Methods Presentation Practice Feedback Resources Time

1. Procedure in 32 hours
preparing
reception area. Demonstration
2. Procedure in Lecture
room allocation Discussion
3. Procedure in
recording guests
arrival.

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
LO2. Welcome and register guests
1. Hotel courtesy Lectured 16 hours
2. Procedure in Demonstration
registering guestDiscussion
Role playing
LO3. Organize Guest Departure
1. Procedure in Lectured 16 hours
processing Demonstration
accounts discussion
2. Procedure in
assessing guest
for departure
LO4. Prepare front office records and reports
1. Preparation of Lectured 26 hours
front office Demonstration
records/reports discussion
2. Records/report
distribution
3. Time
Management
C. ASSESSMENT PLAN
 Written Test
 Performance Test(Practical demonstration)
 Role playing
 Review of portfolios
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
SESSION PLAN
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Conduct Night Audit
Module Title : Conducting Night Audit
Learning Outcomes:
LO1. Monitor financial transactions
LO2. Complete routine records and reports

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

1. Knowledge on The student is 48 hours


recording given information
Business Self-paced Sheet
transactions Lecture
2. Knowledge on the Discussion
preparation of
financial

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
statements
3. Knowledge on
financial audit

LO2. Complete routine records and reports


1. Procedure in Lectured The student is
preparing routine Self-paced given information 17
records and Discussion Sheet hours
reports.
2. Time management

C. ASSESSMENT PLAN
 Written Test
 Performance Test
 Oral interview
D. TEACHER’S SELF-REFLECTION OF THE SESSION

SESSION PLAN

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Provide Club Reception Services
Module Title : Providing Club Reception Services
Learning Outcomes:
LO1 Provide information on club services and process memberships
LO2 Monitor entry to club
A. INTRODUCTION
This module deals with the skills and knowledge required to offer reception services within a licensed
club environment. It focuses on the delivery of quality customer service, with underpinning knowledge on club procedures
B. LEARNING ACTIVITIES
LO1 Provide information on club services and process memberships
Learning Content Methods Presentation Practice Feedback Resources Time

1. Club services and 32 hours


Facilities feature
2. Club membership Demonstration
process and rules Lecture
3. Membership Discussion
application
4. Record ,check
and maintained
membership
procedures
LO2. Monitor entry to club

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
1. Monitor Lectured 35 hours
membership Demonstration
badges/cards Discussion
procedures Role playing
2. Registration of
guest procedures
3. Club and
licensing laws
requirement for
customer dress
and age
regulations
Security
management
procedures
C. ASSESSMENT PLAN
 Written Test
 Performance Test(Practical demonstration)
 Role playing
 Review of portfolios
D. TEACHER’S SELF-REFLECTION OF THE SESSION

SESSION PLAN

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
Sector : TOURISM
Qualification Title : FRONT OFFICE SERVICES NC II
Unit of Competency : Provide Porter Service
Module Title : Providing Porter Service
Learning Outcomes:
LO1 Handle guest arrivals and departures
LO2 Handle guest luggage
LO3 Respond to request for bell desk services
A. INTRODUCTION
This unit of competency deals with the knowledge, skills and attitudes in providing bell or concierge services
required for handling guest arrival and departures, handling guest luggage and responding to requests for bell desk services.
B. LEARNING ACTIVITIES
LO1 Handle guest arrivals and departures
Learning Content Methods Presentation Practice Feedback Resources Time

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

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01
processes
6. Room features
LO2. Handle guest luggage

1. Luggage Lectured 32 hours


transportation Demonstration
safety procedures Discussion
2. Luggage Role playing
delivering
procedures
3. Luggage storage
procedures
4. Luggage marking
system
5. Luggage storing
system
LO3. Respond to request for bell desk services
1. Bell service Lectured 26 hours
procedures Demonstration
2. Communication Discussion
procedures to Role playing
other department
C. ASSESSMENT PLAN
 Written Test
 Performance Test(Practical demonstration)
 Direct observation
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. MMCI-SP-01


JANUARY 2012 Issued by:
FRONT OFFICE SERVICES NC II Date Revised:
Page
MANILA MONTESSORI
Session Plan Developed by:
Christopher M. Santos COLLEGE
Revision # 01