HOME ECONOMICS – K TO 12 BASIC EDUCATION CURRICULUM GUIDE
Technology-Livelihood Education and Technical-Vocational Track specializations may be taken between Grades 9 to 12.
Schools may offer specializations from the four strands as long as the minimum number of hours for each specialization is met.
- K to 12 LIVELIHOOD EDUCATION
- JUNIOR HIGH SCHOOL TECHNOLOGY
- SENIOR HIGH SCHOOL TECHNICAL-VOCATIONAL-LIVELIHOOD TRACK
Front Office Service Curriculum Guide
Duration: 160 Hours
This is an exploratory and introductory course that leads to FRONT OFFICE SERVICES (FOS) National Certificate Level II (NC II).
It covers five common competencies that a high school student ought to possess, namely:
1) use of tools, equipment, and paraphernalia;
2) maintenance of tools, equipment, and paraphernalia
3) mensuration and calculation,
4) the practice of Occupational Health and Safety (OHS) procedures, and
5) interpretation of designs and layout.
The preliminaries of this exploratory course include the following:
1) discussion of the relevance of the course,
2) explanation of key concepts relative to the course, and
3) exploration of career opportunities.
LEARNING COMPETENCIES
The learners:
1. explain basic concepts in FOS
2. discuss the relevance of the course
3. explore opportunities in FOS as a career
PERSONAL ENTREPRENEURIAL COMPETENCIES
LO 1. Recognize PECs needed in Front Office Services
1.1. assess one’s PECs: characteristics, attributes, lifestyle, skills, traits
1.2. assess practitioner’s: characteristics, attributes, lifestyle, skills, traits
1.3. compare one’s PECS with those of a practitioner/ entrepreneur
1.4. align one’s PECS with those of a practitioner/ entrepreneur
ENVIRONMENT AND MARKET (EM)
LO 1. Generate a business idea that relates with a career choice in FOS
2.1. conduct SWOT analysis
2.2. identify the different products/services available in the market
2.3. generate potential business idea based on the SWOT analysis
LESSON 1: USE TOOLS, EQUIPMENT, AND PARAPHERNALIA (UT)
LO 1. Identify FOS tools, equipment, and paraphernalia applicable to a specific job
1.1. classify equipment, tools, and paraphernalia according to types and functions
1.2. describe equipment, tools, and paraphernalia based on the specified task
LO 2.Use FOS tools, equipment, and paraphernalia
1.1. use equipment, tools, and paraphernalia based on the task requirements
1.2. conduct a performance-based assessment for using tools, equipment, and paraphernalia
LO3. Conduct self-evaluation on the required performance
1.1. Perform self-evaluation with regard to the use of FOS tools
equipment, and paraphernalia using rubrics
LESSON 2: MAINTAIN TOOLS, EQUIPMENT, AND PARAPHERNALIA
LO 1. Perform after-care activities for tools, equipment, and paraphernalia
1.1. clean tools, equipment, and paraphernalia after use according to standard operating procedures
1.2. store tools, equipment, and paraphernalia in appropriate area in accordance with safety procedures
1.3. check tools, equipment, and paraphernalia regularly for orderliness/tidiness using a checklist
1.4. carry out routine maintenance as per Standard Operating Procedures (SOP)
1.5. use rubrics in evaluating the performance in rendering aftercare activities
LO2. Conduct self-evaluation on the required performance
2.1. Perform self-evaluation in the maintenance of FOS tools, equipment, and paraphernalia using rubrics
LESSON 3: PERFORM MENSURATION AND CALCULATIONS (MC)
LO 1. Perform simple calculations
1.1. perform computations involving ratio, proportion, fractions, and conversion
1.2. prepare simple report from arrival to departure of customers
1.3. evaluate FOS-related reports using rubrics
LO2. Conduct self-evaluation on required performance
2.1. perform self-evaluation of mensuration and calculations using rubrics
LESSON 4: PRACTICE OCCUPATIONAL HEALTH AND SAFETY (OHS) PROCEDURES
LO 1: Identify hazards and risks
1.1. clarify and explain regulations and workplace safety and hazard control practices and procedures
1.2. identify hazards/risks in the workplace and their corresponding indicators
1.3. recognize and establish contingency measures in case of workplace accidents, fire, and other emergencies
LO 2: Evaluate and control hazards and risks
2.1. identify terms of maximum tolerable limits, which when exceeded, will result in harm or damage based on TLV
2.2. determine effects of hazards
2.3. report to designated personnel Occupational Health Safety (OHS) issues and/or concerns and identified safety hazards
2.4. follow OHS procedures for controlling hazards/risks in the workplace
2.5. use PPE
2.6. provide assistance in the event of a workplace emergency in accordance with protocol
2.7. use rubrics in evaluating the preparedness of a given agency in terms of hazards and risks in the workplace
LO 3: Maintain OHS awareness
3.1. participate in emergency-related drills and trainings
3.2. complete and update OHS personal records
3.3. evaluate the level of OHS awareness using rubrics
LO4. Conduct self-evaluation on the required performance
4.1. perform self-evaluation in the practice of occupational health and safety procedures using rubrics
LESSON 5: INTERPRET DESIGN AND LAYOUT (ID)
LO 1. Read and interpret front-office reception area
1.1. read and interpret symbols and layout in a given sample plan for a front- office reception area
1.2. describe parts and functions of a front-office reception layout
1.3. evaluate a sample front office reception layout
LO2. Conduct self-evaluation on the required performance
2.1. perform self-evaluation in the interpretation of designs and layouts using rubrics
This curriculum guide for Front Office Services leads to National Certificate Level II (NC II). This course is designed for a high school student to develop knowledge, skills, and attitudes to perform the tasks on Front Office Services.
It covers core competencies, namely:
1) receiving and processing reservation,
2) operating a computerized reservation system,
3) providing accommodation reception services,
(4) conducting night audit,
5) providing club reception services, and
6) providing porter services
The preliminaries of this course include the following:
1) discussion of the relevance of the course,
2) explanation of key concepts relative to the course, and
3) exploration of career opportunities.
LEARNING COMPETENCIES
The learners:
1. explain basic concepts in FOS
2. discuss the relevance of the course
3. explore opportunities for a career in FOS
PERSONAL ENTREPRENEURIAL COMPETENCIES
LO 1. Assess Personal Entrepreneurial Competencies
1.1.explain dimensions/clusters of PECs and the different
characteristic traits per cluster
1.2.evaluate one’s PECs
BUSINESS ENVIRONMENT AND MARKET (EM)
LO 2. Understand the business environment and business ideas
2.1. explain how different factors influence the business environment
2.2. explain procedures for generating business ideas or identifying business opportunities
2.3. generate business ideas and identify business opportunities
QUARTER 1
LESSON 1: RECEIVE AND PROCESS RESERVATIONS (RR)
LO1. Receive reservation request
1.1. determine for and advise customer of the availability of the reservation
1.2. offer alternatives, including waitlist options, if requested booking is not available
1.3. respond to inquiries regarding rates and other product features according to established procedures
LO 2. Record details of reservation
2.1. record complete customer details accurately against his/her booking in a manner that ensures correct interpretation by others who may access the reservation details
2.2. check customer profile or history, if available, and use the information to enhance customer service
2.3. confirm all booking details with the customer and ensure that s/he understands and agrees to all items
2.4. file reservations in a manner that ensures easy access by others and in accordance with established procedures
2.5. prepare and issue documents and other materials to the customer in accordance with requirements of the specific reservation
LO 3. Update reservations
3.1. update financial status of the reservation accurately
3.2. receive, process, and record amendments or cancellations of reservations in accordance with customer request and established procedures
LO4. Advise others on reservation details
4.1. communicate general and specific customer requirements and reservation details to appropriate departments and colleagues
4.2. compile and provide accurate and relevant reservation statistics to concerned people or departments
LO5. Conduct self evaluation on the required performance rating
5.1. Conduct self-evaluation of performance in receiving and processing reservations using rubrics
LESSON 2: OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)
LO5. Conduct self evaluation on the required performance rating
5.1. Conduct self-evaluation of performance in receiving and processing reservations using rubrics
LESSON 2: OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)
LO 1. Access and manipulate reservation system information
1.1. access and interpret reservation system accurately
1.2. use all system features to access a range of information
LO 2. Create and process reservations
2.1. check the availability of the required booking in accordance with the system functions and requirements
2.2. create new reservations containing accurate customer details and full requirements
2.3. encode all customers’ details using the format required by the computer system
2.4. Retrieve bookings as required, using the computer system
2.4. make and store accurate updates and amendments to reservations as required
2.4. download and print any required reservation details
LO 3. Send and receive reservation communications
3.1. create and process accurate communications to industry colleagues using the required features of the system
3.2. access and correctly interpret communications from industry colleagues at the appropriate time
LO4. Conduct self-evaluation on the required performance rating
4.1. conduct self-evaluation of the performance in operating computerized reservation system using rubrics
Quarter 2
LESSON 3: PROVIDE ACCOMMODATION RECEPTION SERVICES (PR)
LO1. Prepare for guest arrival
1.1. prepare reception area for service and check all necessary equipment prior to use
1.2. check and review daily arrival details prior to guest’s arrival
1.3. allocate rooms in accordance with guest requirements and establishment policy
1.4. follow up on uncertain arrivals or reservations
1.5. compile and distribute accurate arrival lists to relevant personnel/ departments
1.6. inform colleagues and other departments of special situations or requests in a timely manner
LO 2. Welcome and register guests
2.1. welcome guests warmly and courteously
2.2. confirm reservation details with guests
2.3. register guests with or without reservations
2.4. follow correct accounting procedures
2.5. explain clearly relevant details such as room key/electronic cards, guest mail, messages, and safety deposit facility arrangements to guests
2.6. follow correct enterprise procedures where rooms are not immediately available or overbooking has occurred
2.7. Monitor guest arrivals and discrepancies between actual and report expected arrivals
LO 3. Generate and check guest accounts for accuracy
3.1. explain and process guest accounts clearly, courteously, and accurately to the guest
3.2. recover and process keys/electronic cards from guests
3.3. act upon the guest’s requests for assistance courteously or refer to the appropriate department for follow-up
3.4. process express checkouts
3.5. follow group checkout procedures
LO 4. Prepare front office records and reports
4.1. prepare and update front office records within designated timelines
4.2. follow establishment policies with regard to room changes, no-shows, extensions, and early departures
4.3. distribute reports and records
to the appropriate departments within designated timelines
LO5. Conduct self-evaluation on the required performance rating
5.1. Undertake a self-rating of the performance in providing accommodation reception services using rubrics
Quarter 3
LESSON 1: CONDUCT NIGHT AUDIT (CA)
LO 1. Monitor financial transactions
1.1. check transactions to ensure that they have been carried out in accordance with establishment procedures
1.2. check balances prepared by others to ensure that they are accurate and in accordance with establishment procedures
1.3. identify and resolve financial and system discrepancies according to level of responsibility
1.3. implement financial systems and financial control systems in accordance with establishment procedures
1.3. monitor systems and provide feedback
LO2. Complete routine records and reports
2.1. complete routine records and reports accurately within designated timelines
2.2. forward reports promptly to the appropriate person/department
2.3. conduct research on successful record keeping
LO3. Conduct self-evaluation on the required performance rating
3.2 conduct self-evaluation of performance in night audit using rubrics
3.2 Cite case studies on FOS
LESSON 2: PROVIDE CLUB RECEPTION SERVICES (CR)
LO 1. Provide information on club services and process memberships
1.1. provide accurate advice and information on club services and facilities to customers and club members as required
1.2. explain club membership and club rules to the public and members following standard procedures
1.3. explain and fill up membership application forms clearly and completely
1.4. check and maintain membership records
LO 2. Monitor entry to club
2.1. check membership badges/cards upon entry
2.2. assist sign-in of guests
2.3. ensure that members and guests comply with dress and age regulations
2.4. refer disputes over entry to club to security, supervisor, or other relevant person
LO3. Conduct self-evaluation on the required performance rating
3.1. conduct self-evaluation of performance in providing club reception services using rubrics
QUARTER 4
LESSON 1: PROVIDE PORTER SERVICES (PS)
LO1. Handle guest arrival and departures
1.1. review and plan expected daily arrivals, departures, and requests for major guest movements
1.2. welcome and direct guests promptly on arrival to the appropriate area for registration
1.3. assist guests with luggage
1.4. escort guests to rooms and show/explain courteously the establishment/room features
LO 2. Handle guest luggage
2.1. transport and deliver guest luggage safely to the correct location within appropriate timeframes
2.2. operate luggage storage system correctly and in accordance with established procedures and security requirements
2.3. mark and store luggage accurately to allow for easy retrieval following the established procedures
2.4. place luggage correctly within the storage system
LO 3. Respond to request for bell desk services
3.1. provide bell desk services promptly
3.2. coordinate with colleagues and other departments to ensure effective response to bell desk requests
LO4. Conduct self-evaluation on the required performance
4.1. conduct self-evaluation of performance in providing porter services using rubrics
Source: K to 12 Home Economics – Front Office Services Curriculum Guide
