Grade 11 Hotel Operation (Front Office Services)

Content standard

The learner demonstrates an understanding of hotel front office and its organization and the importance of occupational safety and health standards in hotel operations.

Performance standard

The learner will create an organizational chart for the front office department, detailing the roles and responsibilities of front office personnel.

Learning competencies (4)

• HOTFO-G11-Q1-01

  Discuss the overview of hotel front office and organization.

• HOTFO-G11-Q1-02

  Apply the principles of service quality and guestology.

• HOTFO-G11-Q1-03

  Explain the organizational structure and personnel’s duties and responsibilities.

• HOTFO-G11-Q1-04

  Describe the various areas of the front office and operational structure.

Content standard

The learners demonstrate understanding on guestrooms, hotel guest cycle, and reservations.

Performance standard

The learners perform stages of guest cycle.

Learning competencies (3)

• HOTFO-G11-Q2-01

  Categorize different guestrooms, amenities, safety and security measures, technology and cultural considerations in a guestroom

• HOTFO-G11-Q2-02

  Demonstrate the different guest cycle in a hotel

• HOTFO-G11-Q2-03

  Analyze the various types of reservations, reservation systems and technology, and reservation process and policies.

Content standard

The learners demonstrate understanding on guest accounting and cashiering, night audit and yield management.

Performance standard

The learners demonstrate billing procedures, cashiering functions, payment processing methods.

Learning competencies (3)

• HOTFO-G11-Q3-01

  Explain the importance of guest accounting and cashiering.

• HOTFO-G11-Q3-02

  Demonstrate a step-by-step understanding of night audit procedures.

• HOTFO-G11-Q3-03

  Apply the principles of yield management.

Content standard

The learners demonstrate understanding of PBX (Private Branch Exchange), uniformed services, service excellence, and guest recovery.

Performance standard

The learners exhibit customer service relation skills.

Learning competencies (2)

• HOTFO-G11-Q4-01

  Explain the importance of private branch exchange and uniformed service in hotel front office operations.

• HOTFO-G11-Q4-02

  Demonstrate techniques for handling guest complaints.