FRONT OFFICE SERVICES

Third Quarter

INTRODUICTION
In a hotel, the front office is a busy part of the hotel for this is where the processing system-from pre-arrival to
departure and reservations- take place. The people manning this area are tasked to 1) take and record reservation, 2)
provide information about the hotel, 3) allocate room to client and issue keys, 4) organize storing of luggage, 5) facilitate
check – in and out check out procedures, 6.) Take and convey messages from or for guests, and 7) prepare guest accounts
and process payments.
The system and setting a hotel adopts and uses should facilitate access to necessary equipment, forms and
supplies so that the different transactions, such as those pre-arrival to departure will be carried out fast and smoothly

PRE ASSESMENT
1. This device sends and receives printed pages or graphics over telephone through electronic signals.
a. Fax machine b. printer c. Scanner D. Telephone
2. It is a preprogrammed device used for regular money transactions with drawer for cash.
a. Adding Machine b. Card reader c. Cash register d. Computer
3. It is an electronic device ideal for performing computations.
a. Adding Machine b. Card reader c. Cash register d. Computer
4. This stand-alone devices is linked to a computer used for printing texts or pictures.
a. Adding machine b. Fax machine c. Card reader d. Printer
5. This sheet display the billing statement of a guest.
a. Folio b. Reservation record c. Receipt d. Color-coded chart
6. All entrances and exits in the hotel should be secured with full time ________ to prevent entries of any suspicious
guests or unauthorized personnel.
a. barangay officials b. CCTV cameras c. monitoring team d. Security guards
7. Revelation of guest’s ______ must be avoided by every employee or staff in the hotel at all times.
a. personal account b. personal information c. personal history d. personal preference
8. All incoming or outgoing calls of any house guests should be _______ when necessary.
a. avoided b. disclosed c. screened d. sanitized
9. All incoming or outgoing calls of any house guest should be_______ when necessary.
a. a. avoided b. disclosed c. screened d. encouraged
10. Install or assign roving guards to monitor the_______ of all occupants, guest, and employees within the hotel
premises.
a. a. awareness b. happenings c. involvements d. movements

LESSON 1: FRONT OFFICE TOOLS AND EQUIPMENT

CONTENT STANDARD: The learner demonstrates understanding on the use of tools, equipment, and paraphernalia
in FOS.
PERFORMANCE STANDARD: The learner independently use tools, equipment, and paraphernalia in FOS.

In this lesson, you are challenged to:

USE TOOLS, EQUIPMENT, AND PARAPHERNALIA
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
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

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EXPLORE
ACTIVITY 1: IDENRIFY ME
Direction: Identify the picture below base your own understanding. Choose your answer from the box.
1. 2. 3.

4. 5. 6.

Room rack Front desk counter

Computer Credit card reader

Mail and key rack Printer with scanner

After the activity answer the process questions below:

1. Where did those tools and equipment used?
2. How can those tools and equipment help in front desk services?

FIRM- UP
Study the lessons below.

Pre-arrival activities
At this stage, in a non- automated system reservation, request should be recorded in index cards and then,
preregistration activities will be performed.

Arrival activities
At this phase, guest will sign in the registration book or registration record. Then, be inserted in the room rack for
stamping and safekeeping.

Occupancy activities
At this stage, the final registration will be prepared in four copies one copy will be inserted to the room rack, one
copy will be stamped into the guest folio, one copy will be given to the switchboard operator and one copy will be handed
to the uniformed service personnel.

Departure activities
At the departure phase, the guest account will be settled at the cashier and the key will be returned to the front
desk personnel. The front desk personnel will then notify the housekeeping department of room’s status change. The rack
slip will also be removed from the room rack to indicate departure. Hotel transaction and processes are made easy by the
different front office equipment and tools.

1. Front desk counter – this furniture or main desk is placed at the hotels entrance to facilitate
different transaction, such as checking in or out and handling request from guest.

2. Mail and key rack – This multifunctional rack is used for safekeeping or holding of guest mails,
messages and room keys. This is usually mounted on the wall placed within reach of the front office
personnel.

3. Room rack – This system displays the status of rooms using color codes such as green
for clean, red for occupied, white for confirmed, blue for check out, and yellow for under
maintenance. For non-automated system, a color-code chart may be used.

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 4. Telephone – This is an equipment used to convert sound and electrical waves into audible
relays for communication. This is primarily used to transact or communicate with guest regarding
reservations and inquiries.

5. Fax machine – This Equipment sends and reserves printed messages or images over
telephone line through electronic signals.

6. Computer – This is used to store the process data, like recording reservations, bookings,
accounts and folios.

7. Printer scanner – This peripheral or stand-alone device, which is linked to a computer, is

used for printing texts or pictures and converting a document to a digital image.

8. Credit card reader or magnetic stripe reader – This is an output device that reads a
Personal Identification Number (PIN) or other data from a guest’s card-shaped storage.

9. Calculator or adding machine – This is a mechanical or an

electrical device that performs calculations or computations.

10. Cash register – This is an electronic prepro grammed device that organizes money
transactions with guests. It can also totals, display, and records sales. Cash register has compartmental
drawer for cash.

11. Guest folio tray – this tools is used for filling or keeping guest foilios by room number at
the front desk. A folio (billing receipt) or record of a guests accounts.

MAINTENANCE OF FRONT OFFICE TOOLS AND EQUIPMENT

Utmost care and maintenance must be accorded to front office tools and equipment in order to prolong their life
span and to make the different hotel transactions and possesses happen faster and uninterrupted. Also, proper safekeeping
of various records and forms must be taken into account for efficient and effective record management.
Below are general guidelines for proper care and maintenance of front office tools and equipment.
1. Use equipment and tools for their intended use only.
2. Look for the wear and tear of tools and equipment before and after using them.
3. Don not transfer or transport electronic or mechanical devices from one place to another frequently to prevent
malfunction due to loosening of parts.
4. Keeps tool and equipment in their proper places.
5. Handle and use tools and equipment properly.

Hotel and resort invest a lot of money for their technology and system to make sure that they sustain the delivery
Of quality services. In doing so, losses in terms of productivity and information can be prevented.

Common preventive maintenance of communication and computer devices are as follows.

1. Keep computer, fax machine, and telephone clean to prevent the accumulation or buildup of dust and moisture.
2. Restart computer at least once a week. Closing programs is usually free up available memory which performs
diagnostics to determine the status of each program and to update software.
3. Install or download updates or antivirus software. It will safeguard files from possible malicious attack.
4. Clean all the ventilation ports of any obstruction and keep all cables firmly attached to their connectors.
5. Keep mouse, monitor and keyboard neat and clean.
6. Scan and defragment hard disk for errors and bad sector.
7. Clean up junk files and remove malicious spyware, viruses and worms.
8. Back up important files using an external drive.
It is also important to control cost services. Hence a tool guide may be utilized in evaluating front office tools and
equipment.

ACTIVITY 2: MULTIPLE CHOICE

Direction: Select the answer the best fits the given question. Write the letter only.
11. This device sends and receives printed pages or graphics over telephone through electronic signals.
b. Fax machine b. printer c. Scanner D. Telephone
12. It is a preprogrammed device used for regular money transactions with drawer for cash.
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 b. Adding Machine b. Card reader c. Cash register d. Computer
13. It is an electronic device ideal for performing computations.
b. Adding Machine b. Card reader c. Cash register d. Computer
14. This stand-alone devices is linked to a computer used for printing texts or pictures.
b. Adding machine b. Fax machine c. Card reader d. Printer
15. This sheet display the billing statement of a guest.
b. Folio b. Reservation record c. Receipt d. Color-coded chart
16. This multipurpose device is used for holding guests mails and room keys.
a. Folio tray b. Mail and Key rack c. Front desk country d. Room rack
17. This furniture is placed at a hotels entrance for checking in or out.
a. Front desk counter b. Mail and key rack c. Computer d. Room rack
18. This equipment is commonly used for storing and processing data.
a. Adding machine b. card reader c. cash register d. computer.
19. At this phase, guest settles his/her account for checking out.
a. Arrival stage b. Departure stage c. Pre-arrival stage d. Occupancy stage
20. In this stage, guest signs in the registration record for stamping and record keeping.
a. Arrival stage b. Departure stage c. Pre-arrival stage d. Occupancy stage

ACTIVITY 3: ENUMERATION
Direction: Complete the graphic organizer below with the common preventative maintenance of front equipment.

Common Preventive Maintenance of Front Office

Equipment

DEEPEN
Here’s the activity which deepen your understanding about the topic.

ACTIVITY 4: HOTEL STAGES AND NEEDED EQUIPMENT

Direction: Complete the table below with the needed front office equipment and tools and their functions in each given
hotel stage.
STAGES NEEDED EQUIPMENT/TOOLS USE/FUNCTION

PRE-ARRIVAL

ARRIVAL

OCCUPANCY

DEPARTURE

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TRANSFER
In this section is the application of what you have learned about the topic.

ACTIVITY 5: DESIGNING ROOM STATUS CHART OR BOARD

Direction: on an Oslo/bond paper, design a room status chart or board. Use the legend below for color coding purposes.
You may use the box below for your preliminary sketches.

LEGEND:
YELLOW - Vacant and dirty or not yet ready
RED -Occupied room
ORANGE -Reserved or blocked
WHITE -Out of order room
GREEN -Vacant and clean or ready for use

My Explanation on the Importance of rooms Status Board or Chart

___________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________

LESSON 2: PERFORM MENSURATION AND CALCULATIONS

CONTENT STANDARD: The learner demonstrates performing calculations in FOS.
PERFORMANCE STANDARD: The learner independently perform calculations in FOS.
LO 1. Perform simple calculations
1.1. Prepare simple report from arrival to departure of customers

EXPLORE
ACTIVITY 1:
1. Given the following data, compute for the total number of available rooms for sale and the percentage of overstay.

Description Frequency
Number of no-show rooms 20
Number of walk-in rooms 30
Number of overstay rooms 15
Number of under stay room 10
Number of room reservations 50
Number of room arrivals 90
Number of expected check-outs 140
a. Total number of available rooms for sale.

b. Percentage of over stay.

After the activity answer the process questions below:

1. What have you noticed the activity above?
2. Where did you based your answer?

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FIRM –UP
Study the lesson below

The process of forecasting room availability is computing the number of rooms available for sale. This is
commonly undertaken in every hotel or resort for an effective room management. Data on total number of rooms, number
of occupied rooms, and numbers of rooms under maintenance are important inputs in computing room accommodation for
sale.

COMMON FORMULAS USED IN COMPUTING ROOM ACCOMODATION FOR SALE

1. Occupied ratio
Available rooms (AR) = Totals rooms –out of orders rooms
2. Occupied percentage
Occupancy percentage (%) = Number of occupied rooms x 100
Number of available for sale
= 5 ÷ 180 x 100
= 2.78
3. Single occupancy percentage
Single occupancy percentage (%) = Number of single rooms
Occupied ÷ Total number of single rooms available for sale x 100
Single occupancy (%) = 5 ÷ 180 x 100
= 2.78 %
4. Occupancy rate
Occupancy rate = Numbers of rented rooms ÷ Numbers of rooms for sale
Example:
XYZ Hotel has 200 rooms: 5 Single rooms are occupied, 120 single rooms are available, 30 are available
double rooms have no occupants, 20 triple rooms are for sale, executive rooms have no occupants, and 15 are
under maintenance. Compute the available room, occupancy percentage and sinle occupancy percentage.
Available room (AR) = 200 - (5+15)
= 200-20
AR = 180
Other operational ratios in front office services.
1. No-show Percentage (%)
No-show % = Number of no-show rooms ÷ Number of rooms reserved x100
2. Cancellation Percentage (%)
Cancellation % = Number of cancelled rooms ÷ Number of rooms reserved x 100
3. Walk-ins Percentage (%)
Walk-ins % = Number of walk-in rooms ÷ Number of rooms reserved x 100
4. Overstays Percentage (%)
Overstays % = Number of overstay rooms ÷ Number of expected check-outs x 100
5. Under stay Percentage (%)
Under stay % = Number of under stay rooms ÷ Number of expected checkouts x 100

Rack rate- refers to a hotel rate for a regular rooms for sale. It is basically higher compared to discounted room rate. Rack
rate varies by bed, by amenity by location, by size and by season.

INDUSTRY TERMS USED IN FRONT OFFICE SERVICES

1. Slept out – this refers to a room status where guests have assigned or designated rooms but do not sleep in their
beds.
2. No-show – This refers to a person or group of persons who blocked a room or place but did not show up or
cancelled the scheduled reservation.
3. Cancellation – this is an act of withdrawing from or terminating an agreement from being effective or final.
4. Walk-in – this refers to a person who arrives or register in a hotel without prior appointment or reservation.
5. Overstay - this terms refers to a hotel guest’s which stay beyond check out time or indicated date of departure.
6. Under stay – this terms refers to hotel guests who check out earlier than the indicated date of departure.
7. Reservation or booking – this is the arrangement that a guest make so that a room in an accommodation facility
like a hotel or resort is kept for him/her at an agreed schedule.

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ACTIVITY 2: PROBLEM SOLVING
Direction: Solve each problem. Show your solutions.
1. ABC Hotel has 200 rooms: 45 are family (quad-sharing) rooms, 50 are standard (twin sharing-room), 10 are
dormitories (sextuple -sharing) rooms and 50 out of 95 rooms are occupied. Early this morning, though, the house
keeping attendant reported that there are 5 single rooms with out –of-order status.
a. What is ABC Hotels occupancy rate today?

b. Compute the single occupancy percentage.

DEEPEN
Let’s deepen your understanding by doing the activity.
ACTIVITY 2: SOLVE ME
2. Given the following data, compute for the total number of available rooms for sale and the percentage of overstay.

Description Frequency
Number of no-show rooms 40
Number of walk-in rooms 70
Number of overstay rooms 30
Number of under stay room 25
Number of room reservations 250
Number of room arrivals 180
Number of expected check-outs 280
c. Total number of available rooms for sale

d. Percentage of over stay

TRANSFER
Let’s apply the lessons that you have learn by doing the activity below.

ACTIVITY 4: CALCULATION
Direction: Solve the given problems. Refers to the data in the table below.
ABC HOTEL
ROOM TYPE ROOM RATE RACK RATE
(Overnight) (Overnight)
Executive suite 5,800.00 5,950.00
Junior Executive Suite 4,800.00 4,950.00
Family (squad-sharing) 4,500.00 4,750.00
Standard (Twin-sharing) 2,800.00 3,200.00
Standard (single) 2,100.00 2,500.00
Dormitory ( Sextuple-sharing) 875.00 950.00
Extra person 875.00 950.00
1. Mr. Cruz and his seven friends booked in advance for one executive suite, two standard twin-sharing, one family
or quad sharing and three standard single rooms. What is the total cost of their three day and two night stay in the
said hotel?

2. Miss Paz and her five officemate were walk-in participants of a three-day conference on financial management.
They checked in at ABC Hotel and availed themselves of three standard twin-sharing rooms. What was the total
cost of their three-day in the said hotel?

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LESSON 3: PRACTICE OCCUPATIONAL HEALTH AND SAFETY
CONTENT STANDARD: The learner demonstrates the practice of occupational health and safety procedures in FOS.
PERFORMANCE STANDARD: The learner independently practice occupational health and safety procedures in FOS
in accordance with standards.
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
LO 2: Evaluate and control hazards and risks
1.1. Determine effects of hazards
1.2. Follow OHS procedures for controlling hazards/risks in the workplace

EXPLORE
ACTIVTY 1: IDENTIFY ME
Direction: Answer the activity below base on your own prior knowledge. Write the letter only.
1. All entrances and exits in the hotel should be secured with full time ________ to prevent entries of any suspicious
guests or unauthorized personnel.
b. barangay officials b. CCTV cameras c. monitoring team d. Security guards
2. Revelation of guest’s ______ must be avoided by every employee or staff in the hotel at all times.
b. personal account b. personal information c. personal history d. personal preference
3. All incoming or outgoing calls of any house guests should be _______ when necessary.
4. avoided b. disclosed c. screened d. sanitized
5. Install or assign roving guards to monitor the _______ of all occupants, guests and employees within the hotel
premises.
a. awareness b. happenings c. involvements d. movements

FIRM –UP

OCCUPATIONAL HEALTH AND SAFETY

Safety and security in one of the chief concerns of all employees and guests in a hotel. Accidents and disaster
(natural- man made) can cause damaged to both humans and properties. But hazards and risk can be less damaging if
employees and guests in a hotel know and understand emergencies and preventive measures. These can be accomplished
through proper education, training and drills.
Here are general safety and security measures for hotel guests and employees (Roldan and Crespo 2003, 134-138)
1. All entrances and exits in the hotel should be secured with full-time security guards to prevent entries of any
suspicious guests or unauthorized personnel.
2. Install or assign roving guards to monitor the movements of all occupants, guest and employees within the hotel
premises. Security measures help track down who is responsible for the theft or crimes.
3. When there are suspicious-looking persons or objects, any guests or employee in the hotel must immediately
report said persons or objects to security officers or duty manager for proper investigation.
4. In case there is a suspicious object left by a guests or occupant within the hotel, the following measures may be
carried out:
a. The objects must be left untouched or unopened.
b. Only security officer or police officer who is expert in such can check the object.
c. The affected area should be cordoned and the guests within the said area must be advised to vacate
immediately.
d. More importantly all guests and personnel must be cautioned to calm down and be given assurance that
everything is under control.
5. Disclosure of guest’s personal information must be avoided by every employee or staff in the hotel at all times.
6. All incoming or outgoing calls of any house guests should be screened when necessary.
7. House guests must be advised or reminded not to transact business with unknown or suspicious persons.
8. Rooms or areas in the hotel with safety hazard should not be sold or utilized for occupancy until remedy has been
done.
9. Joiners must be screened or advised to log in at the front office for safety and security purposes.
10. For safekeeping and handling, require guests to leave their keys at the front desk when leaving the hotel.
11. Ban the guests from cooking and ironing inside the room.
12. Provide or install equipment for safety and security reasons:
a. fire alarm
b. fire hose
c. Fire extinguisher in designated area
d. Exit locator chart or evacuation plan chart.

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 e. Fire smoke detectors
f. Fire sprinkler
g. Luminous fire exit signs
h. Safety instructions to guests
i. Emergency lights
13. Check regularly all electrical installation, repair defective electrical appliances and fixtures and never overload
electrical circuits.
14. Do not leave flammable or combustible objects near bulbs or in hot places.

It is also important for front office personnel to maintain their personal grooming and hygiene for they represent
the hotel. If they are properly groomed and observe proper hygiene, they exhibit the positive image and good standard of
quality services of the hotel: pleasantly make contact or interact with hotel guests or occupants: and help prevents transfer
of germs from one person to another. Being neat and clean build self-confidence and pride, too.

Here are some practices that promotes personal grooming and hygiene:
1. Wear appropriate uniform or clothes
2. Shower and use deodorant daily
3. Maintain good dental hygiene
4. keep hair cleaned and combed
5. keep fingernails and toenails trimmed and cleaned
6. Wear appropriate cosmetics and jewelry
7. Maintain good posture
8. Regularly wash and sanitize hands.

Observance of professionalism can also contribute to occupational health and safety because professional
employees have a good attitude at work, are concerned about the effectiveness and efficiency of their work and show
pleasant and just judgment. A professional front office staff never lets personal problems affect his/her job and maintains
good professional and working relationship with colleagues and guests by being caring, considerate, flexible, polite,
punctual, honest and open to learn more. Moreover he/she exhibits self-control when handling interpersonal conflicts,
avoids gossip and discusses any issues affecting his/her job. With concerned supervisor, stays calm during periods of peak
activities, takes initiative, work well without being watched or supervised and maintains the hotel’s standards.

ACTIVITY 2: SELF ASSESMENT

Direction: The self – assessment chart below will help you determine the knowledge and skill that you still need to
acquire or improve. Put a check on the column that applies to you.
Competency I have not I have to I have acquire this
acquire this skill. improve this skill
skill
A. Hazard and Risk
1. Work safety
2. Follows occupational health and safety (OHS)
procedures
3. Understand types of hazards and risk in the
hotel.
4. Follow security policies and procedures
5. Exhibit clear understanding of different
strategies on how to reduce risks or mitigate
hazards.
B. Professionalism and guest relations
1. Communicates well with colleagues and
guests.
2. Understand basic techniques in handling guest
complaints
3. Understands professionalism
4. Maintains personal grooming and physical
hygiene
5. Understands guests privacy
My Teacher’s Comment:
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

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DEEPEN
Do the activity to deepen your understanding about the topic.

ACTIVITY 3: MODIFIED COMPLETION TEST

Direction: Fill in the blank with the word or phrase that best fits the sentence to complete its thought.
2. All entrances and exits in the hotel should be secured with full time ________ to prevent entries of any suspicious
guests or unauthorized personnel.
c. barangay officials b. CCTV cameras c. monitoring team d. Security guards
2. Revelation of guest’s ______ must be avoided by every employee or staff in the hotel at all times.
c. personal account b. personal information c. personal history d. personal preference
6. All incoming or outgoing calls of any house guests should be _______ when necessary.
7. avoided b. disclosed c. screened d. sanitized
8. Install or assign roving guards to monitor the _______ of all occupants, guests and employees within the hotel
premises.
b. awareness b. happenings c. involvements d. movements
9. For safekeeping or handling, require guests to leave their keys at the _______when leaving the level.
a. front desk b. housekeeping department c. security department d. concierge
10. Check regularly all________, repair defective electrical appliances and fixtures and never overload electrical
circuits.
a. danger zones b. electrical installation c. worn furniture d. fire hazards
11. Do not leave flammable or __________objects near bulbs or in hot places.
a. combustible b. Hazardous materials c. non-combustible d. recyclable materials
12. House guests must be advised not to transact business with unknown or ____________
a. Foreigners b. local resident c. paupers d. suspicious person
13. Front office staff never lets _______affect his/her job.
a. ambition or aspiration b. personal problem c. technology d. Social matters
14. ________ the guests from cooking and ironing inside the room.
a. ban b. discourage c. Encourage d. Understand

TRANSFER
Apply your understanding by doing the activity below.

ACTIVITY 4: EMERGENCY REDUCTION PLAN

Direction: Create a site or emergency reduction plan for your house or school. Use the rubrics below.
Criteria Description Value
1 2 3 4
Display All parts are not Some parts are Most parts are All parts are clearly
clearly labeled clearly labeled clearly labeled labeled
Mechanics There are many There are several There are minor There are no mistakes
and spelling mistakes in mistakes in mistakes in in mechanics and/or
mechanics and/or mechanics and/or mechanics and/or spelling
spelling spelling spelling

Presentation The plan is The plan is The plan is presented The plan is presented
presented as very presented as as less difficult for as easy for the
difficult for the difficult for the the audience to audience to
audience to audience to understand understand
understand understand

Lay out Layout is Layout is somewhat Layout is almost Layout is well

confusing. organized. Most of organized. Most organized. There is
components are the components are components are consistency in
inconsistent and not organized. consistent within the components that
information is Partial information publication. Almost allow the readers to
missing can be located. all information can easily locate
be located. information.

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 LESSON 4: INTERPRET DESIGN AND LAYOUT
CONTENT SATNDARD: The learner demonstrates how to interpret layout areas of front-office reception.
PERFORMANCE STANDARD: The learner independently interpret layouts areas of frontoffice reception.
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 frontoffice reception layout
1.3. Evaluate a sample front office reception layout
EXPLORE
ACTIVITY 1: IDENTIFY ME
Direction: Identify the following below.

FIRM-UP
Study the lesson below.

DESIGN AND LAY OUT

The reception area of any hotel or resort is considered as the only area all guests will get to see or stay to in a
hotel or resort. Its appearance has a lot to say about the hotel or resort. It creates not only a message to the minds of the
guests but a long lasting impact too. The reception area communicates the hotel resort, belief, values and philosophy. That
is why it is important that the choices of colors, materials, accessories and lay out be given important consideration.
Remember the look of the hotel or resort reflects its personality and purpose.

To add personality and character to a hotel or resort the following tips may be considered:
1. Considered the type of clients or guests that frequently visit the place. Choose designs that would match their tastes,
orientations and preferences.
2. Use appropriate colors, neutral or earth colors for the place’s theme to create a right ambience for the reception area.
3. The front office desk should face the entrance part of the hotel or resort for a welcoming effect or environment. The
design should display a friendly, cheerful and professional look.
4. Furnish the reception Area with innovative, eye catching and classy pieces of furniture. Chairs and tables should be
adequate for the temporary stay of guests.
5. Accessorize the reception area with attractive wall paintings, classy metal or wood sculptures or carvings and plants
and flowers.
6. Do not overcrowd the reception area. Make sure to leave enough space for movement.

Oftentimes, a hotel or resort’s reception area or front office has the following features: reception or front desk,
Signage and waiting area.

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 Having a front office makes it easier to assist guests and administer
their needs. The area is basically equipped with a telephone switchboard where staff
can answer incoming calls and queries and direct them to the proper unit or
department personnel.
A signage tells the visitors or guest that they have arrived at the right hotel or
resort. It prominently displays the hotel or resort name and emblem or logo. It may
also bear the hotel or resorts vision, mission and core values.
A waiting area should present a homey
and welcoming environment. It should be furnished with comfortable seats or
couches with coffee table. Reading materials such as newspapers and magazines
can be placed in the area too, so that the guests will have something to do while
waiting for their turn.
Putting all the things you have learned so far, you are now ready to
learn how to plan a front office reception layout. Begins your basic front office
reception plan by cutting familiarity with various lines and symbols.
Knowledge and skills in sketching or drawing alphabet of lines will
make planning a layout easier. Lines used in traditional drafting, even in engineering, are critical components that can be
used in interpreting blueprint.
Each alphabet of line is drawn in thickness or darkness different from the others. This is done to present its
features or function.
1. Border line - encloses or frames the drawing. It is made of very thick and dark line.

2. Visible line or outline - Is used to represent the contour of the outline of an object.
- The visible lines edges and surfaces are made of thick and dark lines that define features in certain
view.

3. Construction lines – are the opposite of outline for they are preliminary sketches or layout work using very thin
and light lines.
__________________________________________________________________

4. Hidden or invisible line – is represented by non-visible surface, hollow areas and interior edges. This usually
represents the line of a feature that cannot be seen in a particular view.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __ _ _ _ _ _ _

5. Cutting or viewing plane line - represents an imaginary cut of sections or views to better see the detail of the
object.

6. Center line – Locate the center of a circle or arc and indicate the axis of a cylinder.

7. Dimension lines – Show the measurement of an object with a numerical value. They are drawn using very thin
lines.

8. Extension lines – show the start and end of dimension limits.

9. Section lines – show the area or surface of the object being cut by cutting plane line. These also depict the types
of materials.

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 10. Break lines – represent the cutaway planes, surfaces or arcs of an object.

In designing a front office reception area, there are basic elements that need
to be considered such as reception desk, signage, accessories or decors, equipment,
waiting area and reading materials.

The front office or reception area design is perhaps the most important aspect in
planning a hotel. It can be said that the reception area is the heart of a hotel or resort
for it plays a vital role in attracting possible clients or guests to stay in the place, which
will generate income. Therefore, it is important that the area is very accommodating to
arriving and inquiring guests, which will establish good first impression.

ACTIVITY 2: MATCHED ME
Direction: Identify the following.
COLUMN A COLUMN B
1 Encloses or frames the drawing. It is made of very thick and dark line. A Break lines

2 Is used to represent the contour of the outline of an object. B Section lines

3 Are the opposite of outline for they are preliminary sketches or layout C Extension lines
work using very thin and light lines
4 Is represented by non-visible surface, hollow areas and interior edges. This D Dimension lines
usually represents the line of a feature that cannot be seen in a particular
view
5 Represents an imaginary cut of sections or views to better see the detail of E Center line
the object.

6 Locate the center of a circle or arc and indicate the axis of a cylinder. F Cutting or viewing plane line
7 Show the measurement of an object with a numerical value. They are G Hidden or invisible line
drawn using very thin lines.
8 Show the start and end of dimension limits. H Construction lines
9 Show the area or surface of the object being cut by cutting plane line. I Visible line or outline
These also depict the types of materials
10 Represent the cutaway planes, surfaces or arcs of an object. J Border line

DEEPEN
ACTIVITY 2: NAME THAT LINE
Direction: Identify and describe the line enclosed the parenthesis.

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TRASNFER 4: MIND MAP
Direction: Create your own front office or reception area layout on a bond paper. Then explain the details and designs of
your layout using a mind map. Use the scoring rubric below in increasing your output.

SUMMATIVE
Direction: Read each statement. Choose from the options or the correct answer. Write letters only.
1. This refers to travelers who check in in unannounced or who are unregistered participants or guests in a
conference.
a. Delegates b. families c. joiners d. Walk-in
2. This acronym refers to a highly renowned person who is worthy of exit special service from every employees in a
hotel.
a. FIT B. VIP C. VVIP D. BT
3. These are guest usually travel in groups and visit a certain place for sight-seeing, leisure and non-business
activities.
a. delegates B.Joiners Tourists D. Walk-ins
4. this is refers to a single traveler usually with a registered reservation.
a. FIT b. VIP c. VVIP d. Walk-in

5. this factor is considered opportunity of a company.

a. Airport is of close proximity to hotel b.Unfavorable government policy c.Presence of
unmaintained or dilapited park attractions d. Presence of state-of-the-art facility
6. it is simple electronic device ideal for performing computations only.
a. Adding machine b. Card reader c. Cash register d. Computer
7. It is preprogrammed device used for regular money transactions with drawer for cash.
a.Adding machine b. Cash reader c. Cash register d. Computer

8. this device is commonly used for storing and processing data.

a. a. Adding machine b. card reader c. Cash register d. Computer
9. At this stage, guest signs in the registration record for stamping and record keeping.
a. a. Arrival stage b. Departure stage c. Pre-arrival stage d. Occupancy stage
10. This device send and receives printed pages or graphics over telephone through electronic signals.
a. a. Fax machine b. printer c. Scanner d. Telephone
11. This multifunction device is used for holding a guest’s mails and room keys.
a. a. Folio tray b. Mail and key rack c. Reservation tray d. Room rack
12. In this phase, the guest settles his/her account for checking out and then leaves the hotel.
a. a. Arrival stage b. departure stage c. Pre-arrival stage d. Occupancy stage
13. This furniture is placed at a hotel’s entrance for guests checking in or out and is used as a work station.
a. a. Front desk counter b. Mail and key rack c. Reservation tray d. Room rack
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 For items 14-16, refer to the problem below.
b. ABC Hotel has a 150 rooms: 5 single rooms are occupied, 70 single rooms are available, 30 are available
duble rooms, 20 are triple rooms for sale, 10 are executive rooms with no occupants, and 15 rooms are
under maintenance.

14. Solve for the number of rooms are available for sale
120 b. 130 c. 140 d. 150
15. Calculate the occupancy percentage
a. a. 3.85% b. 4.10% c. 4.20% d. 4.45%
16. Calculate the single occupancy percentage
a. a. 3.85% b. 4.10% c. 4.20% d. 4.45%
17. Revelation of a guest’s _________ must be avoided by every hotel employee or staff at all times.
a. a. Personal account b. personal information c. personal history d. personal record
18. All entrance and exits in the hotel should be secured with full-time _________to prevent entry of any suspicious
guests or unauthorized personnel.
a. a. barangay officials b. CCTV cameras c. monitoring team d. security guards
19. All incoming or outgoing calls of any house guest should be_______ when necessary.
a. a. avoided b. disclosed c. screened d. encouraged
20. Install or assign roving guards to monitor the_______ of all occupants, guest, and employees within the hotel
premises.
a. a. awareness b. happenings c. involvements d. movements
21. This terms refers to hotel guests who stay beyond checkpoint time of indicated date of departure.
a. a. overstay slept out c. under stay d. Walk-in
22. Check regularly all _____, repair defective electrical appliances and fixtures, and never overload electrical
circuits.
a. a. danger zones b. electrical installations c. worn furniture d. fire hazards
23. This refers to an arrangement a guest makes so that a room or a certain place is kept for him/her at an agreed
schedule.
a. a. Check-in b. Check-out c. Stay over d. Reservations
24. Locate the center of a circle or arc and indicate the axis of a cylinder.
a. Extension lines b. Dimension lines c. Center line d. Cutting or viewing plane line
25. Show the measurement of an object with a numerical value. They are drawn using very thin lines.
a. Extension lines b. Dimension lines c. Center line d. Cutting or viewing plane line

Prepared by:
ANABEL D. BAYNOSA, LPT
Facebook Account:
Anabel Baynosa
Cell phone no:
09122837621

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