K to 12 BASIC EDUCATION CURRICULUM

TECHNOLOGY AND LIVELIHOOD EDUCATION

HOME ECONOMICS – FRONT OFFICE
SERVICES
Course Description: Grade 7/8 (Exploratory)

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 Grade7/8 Technology and Livelihood Education (TLE) 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.

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

Introduction The learners demonstrate an The learners: The learners:
1. Basic concepts in Front understanding of: 1. explain basic concepts in FOS
Office Services (FOS) basic concepts and theories in independently demonstrate 2. discuss the relevance of
2. Relevance of the course FOS common competencies in FOS as the course
3. Career opportunities prescribed in the TESDA Training 3. explore opportunities in FOS as a
Regulation career

PERSONAL ENTREPRENEURIAL COMPETENCIES

1. Assessment of Personal one’s PECs recognize his/her PECs and LO 1. Recognize PECs needed in TLE_PECS7/8-00-1
Entrepreneurial Competencies prepare an activity plan that Front Office Services
and Skills (PECs) vis-à-vis a aligns with that of a 1.1. assess one’s PECs:
practicing practitioner/entrepreneur in FOS characteristics,
entrepreneur/employee attributes, lifestyle, skills,
1.1. Characteristics traits
1.2. Attributes 1.2. assess practitioner’s:
1.3. Lifestyle characteristics,
1.4. Skills attributes, lifestyle, skills,
1.5. Traits traits
2. Analysis of PECs in relation 1.3. compare one’s PECS with
to a practitioner those of a practitioner/
entrepreneur
1.4. align one’s PECS with those of
a practitioner/ entrepreneur
ENVIRONMENT AND MARKET (EM)

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1. Key concepts in environment and market independently generate a LO 1. Generate a business idea TLE_PECS7/8-00-2
environment and market that relate with a career business idea based on the that relates with a career choice
2. Products and choice in FOS analysis of environment and in FOS
services available market in FOS 2.1. conduct SWOT analysis
in the market 2.2. identify the different
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
3. Differentiation of products products/services available in the
and services market
4. Customers and their 2.3. generate potential business idea
buying habits based on the SWOT analysis
5. Market competition
6. SWOT analysis
LESSON 1: USE TOOLS, EQUIPMENT, AND PARAPHERNALIA (UT)
1. Types and functions of tools the use of tools, equipment, independently use tools, LO 1. Identify FOS tools, TLE_HEFS7/8UT-
2. Classification of tools, and paraphernalia in FOS equipment, and paraphernalia in equipment, and paraphernalia 0ab-1
equipment, and paraphernalia FOS 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
3. Proper usage of tools, LO 2.Use FOS tools, equipment, TLE_HEFS7/8UT-
equipment, and paraphernalia and paraphernalia 0ab-2
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 TLE_HEFS7/8UT-
4. Evaluation of the performance in the required performance 0ab-3
using FOS tools, equipment, and 1.1. Perform self-evaluation with
paraphernalia regard to the use of FOS tools,
equipment, and paraphernalia
using rubrics
LESSON 2: MAINTAIN TOOLS, EQUIPMENT, AND PARAPHERNALIA

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1. Procedures in cleaning and maintaining tools, equipment, independently maintain FOS LO 1. Perform after-care TLE_HEFS7/8UT-
storing tools, equipment, and paraphernalia in FOS tools, equipment, and activities for tools, equipment, 0c-4
and paraphernalia paraphernalia and paraphernalia
2. Care of materials 1.1. clean tools, equipment, and
and paraphernalia paraphernalia after use
according to standard operating
procedures

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

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
3. Evaluation of the performance LO2. Conduct self-evaluation on TLE_HEFS7/8UT-
in maintaining FOS tools, the required performance 0d-5
equipment, and paraphernalia 2.1. Perform self-evaluation in the
maintenance of FOS tools,
equipment, and paraphernalia
using rubrics
LESSON 3: PERFORM MENSURATION AND CALCULATIONS (MC)
1. Ratio and proportion performing calculations in FOS independently perform LO 1. Perform simple calculations TLE_HEFS7/8MC-
2. Fractions calculations in FOS 1.1. perform computations 0e-6
3. Conversions involving ratio, proportion,
4. Steps in preparing fractions, and conversion
simple reports in relation 1.2. prepare simple report from
to FOS arrival to departure of
customers
1.3. evaluate FOS-related reports
using rubrics
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5. Evaluation of performance in LO2. Conduct self-evaluation on TLE_HEFS7/8MC-
mensuration and required performance 0f-7
calculations using rubrics 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 TLE_HEFS7/8OHS-
1. OHS procedures and the practice of occupational independently practice 1.1. clarify and explain regulations 0g-8
practices and regulations health and safety procedures in occupational health and safety and workplace safety and
2. Hazards/risks identification and FOS procedures in FOS in accordance hazard control practices and

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

control with standards procedures
3. Organization safety and 1.2. identify hazards/risks in
health protocol the workplace and their
4. Safety consciousness corresponding indicators
5. Health consciousness 1.3. recognize and establish
6. Practice of personal hygiene contingency measures in case
of
workplace accidents, fire, and
other emergencies
7. Threshold Limit Value (TLV) LO 2: Evaluate and control TLE_HEFS7/8OHS-
8. OHS indicators hazards and risks 0h-9
9. Hazards/risks identification 2.1. identify terms of maximum
and control skills tolerable limits, which when
10. Personal Protective exceeded, will result in harm
Equipment (PPE) types and or damage based on TLV
uses 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
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preparedness of a given
agency
in terms of hazards and risks in
the workplace
11. Interpersonal skills LO 3: Maintain OHS awareness TLE_HEFS7/8OHS-
12. Communication skills 3.1. participate in emergency-related 0i-10
13. Personal hygiene practices drills and trainings
3.2. complete and update
OHS personal records
3.3. evaluate the level of
OHS awareness using
rubrics
14. Evaluation of performance in the LO4. Conduct self-evaluation on TLE_HEFS7/8OHS-
practice of occupational health the required performance

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

and safety procedures 4.1. perform self-evaluation in the 0i-11
practice of occupational health
and safety procedures using
rubrics
LESSON 5: INTERPRET DESIGN AND LAYOUT (ID)
1. Alphabet of lines how to interpret layout areas independently interpret layouts LO 1. Read and interpret TLE_HEFS7/8ID-0j-
2. Front-office reception layouts of front-office reception areas of front-office reception front- office reception area 12
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

3. Evaluation of performance in the LO2. Conduct self-evaluation on TLE_HEFS7/8ID-0j-

interpretation of designs and the required performance 13
layouts 2.1. perform self-evaluation in the
interpretation of designs and
layouts using rubrics

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GRADE 9
Course Description:

This curriculum guide for Front Office Services leads to National Certificate Level II (NCII). This course is designed for a Grade 9 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.

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

Introduction The learners demonstrate an The learners: The learners:
1. Core concepts in Front understanding of: independently demonstrate 1. explain basic concepts
Office Services (FOS) the concepts and theories in FOS competencies in FOS as prescribed in in FOS
2. Relevance of the course the TESDA Training Regulation 2. discuss the relevance
3. Career opportunities of the course
3. explore opportunities for
a career in FOS
PERSONAL ENTREPRENEURIAL COMPETENCIES

1. Dimensions of Personal PECs’ dimensions and recommend specific strategies to LO 1. Assess Personal TLE_PECS-I0-1
Entrepreneurial Competencies characteristics improve “weak” areas and sustain Entrepreneurial
(PECs) “strong” areas of their PECs Competencies
1.1. Three Clusters of PECs 1.1. explain
(Achievement, dimensions/clusters of
Planning, Power PECs and the different
Clusters) characteristic traits
1.2. Characteristics per cluster
2. Assessment of Personal 1.2. evaluate one’s PECs
Competencies and Skills
(PECs)
BUSINESS ENVIRONMENT AND MARKET (EM)
1. Factors included in the the different factors that influence 1. analyze how factors influence LO 2. Understand the TLE_EM9-I0-1
business environment the business environment the business environment business environment and
2. Identifying business ideas
business 2. relate experience in 2.1. explain how different
opportunities generating business ideas or factors influence the
identifying business business
opportunities environment
2.2. explain procedures for
generating business
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ideas or identifying
business opportunities
2.3. generate business ideas
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
and identify business
opportunities
QUARTER 1
LESSON 1: RECEIVE AND PROCESS RESERVATIONS (RR)
LO1. Receive reservation TLE_HEFS9RR-Ia-1
1. The lodging industry receiving and processing independently receives and processes request
2. Front Office operations reservations reservations 1.1. determine for and
3. Detailed information of the advise customer of the
establishment must availability of the
include: reservation
a. General description 1.2. offer alternatives,
b. Room types including waitlist
c. Room rates options, if requested
d. Hotel facilities booking is not available
e. Hotel policies 1.3. respond to inquiries
f. Others regarding rates and
other product features
according to established
procedures
4. Reservation: key terms LO 2. Record details of TLE_HEFS9RR-Ib-
5. Different types of reservations reservation 2
6. Reservation inquiries and 2.1. record complete
their distribution channels customer details
7. The process of taking accurately against
group reservations his/her booking in a
8. Group reservation issues 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

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CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
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
9. Receiving, processing and LO 3. Update reservations TLE_HEFS9RR-Ic-3
recording payments and 3.1. update financial status
necessary actions to be of the reservation
taken in case of accurately
cancellations 3.2. receive, process, and
10. Generating and issuing record amendments
invoices and credit notes for or cancellations of
changed reservations reservations in
11. Checking that the accordance with
reservation has been fully customer request and
paid established procedures
LO4. Advise others on TLE_HEFS9RR-Id-
12. Front Office responsibilities reservation details 4
13. Accepting reservations 4.1. communicate general
14. Reservation request and specific customer
requirements and
reservation details to
appropriate departments
and colleagues
4.2. compile and provide
accurate and relevant
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reservation statistics to
concerned people or

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

departments
LO5. Conduct self
15. Evaluation of performance in evaluation on the required TLE_HEFS9RR-Ie-5
receiving and processing performance rating
reservations 5.1. Conduct self-evaluation of
performance in receiving
and processing
reservations using rubrics

LESSON 2: OPERATE COMPUTERIZED RESERVATION SYSTEM (OR)

1. Types of reservation systems operating computerized independently operates computerized LO 1. Access and TLE_HEFS9OR-If-6
1.1. Property level reservation system reservation system manipulate reservation
1.2. Central Reservation system information
System (CRS) 1.1. access and
1.3. Global Distribution System interpret
(GDS) reservation system
1.4. Internet Distribution accurately
System (IDS) 1.2. use all system features
to access a range of
information

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2. Different types of LO 2. Create and process TLE_HEFS9OR-Ig-
reservations and reservation reservations h-7
inquiries and their distribution 2.1. check the availability of
channels the required booking in
3. Reservation updates accordance with the
and amendments 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

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

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
4. Different types of reservations, LO 3. Send and receive TLE_HEFS9OR-Ii-8
and reservation inquiries and reservation
their distribution channels 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
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industry colleagues
at the appropriate time

5. Evaluation of performance in LO4. Conduct self- TLE_HEFS9OR-Ij-9

operating computerized evaluation on the required
reservation system performance rating
4.1. conduct self-evaluation of
the performance in
operating computerized
reservation system using
rubrics

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

Quarter 2
LESSON 3: PROVIDE ACCOMMODATION RECEPTION SERVICES (PR)
LO1. Prepare for guest TLE_HEFS9PR-IIa-
1. Registration: key terms providing accommodation independently provide accommodation arrival b-10
2. Preregistration reception services reception services 1.1. prepare reception area for
3. Interdepartmental service and check all
communication 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
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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
4. Guest registration LO 2. Welcome and TLE_HEFS9PR-IIc-
5. Acceptable methods register guests d-11
of payment 2.1. welcome guests
6. Foreign exchange warmly and courteously
7. Foreign calculation 2.2. confirm reservation
8. Exchanging foreign currency details with guests
9. Revision 2.3. register guests with
or without
reservations
2.4. follow correct
accounting procedures

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

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

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10. Dealing with guest accounts LO 3. Generate and check TLE_HEFS9PR-IIe-

11. Dockets, invoices, vouchers guest accounts for f-12
12. Post to guest accounts accuracy
13. Room count 3.1. explain and process
14. Balancing transactions guest accounts clearly,
15. Departure procedures 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

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

16. Interdepartmental LO 4. Prepare front office TLE_HEFS9PR-IIg-
communication records and reports h-13
17. Revisions 4.1. prepare and update
18. Calculate occupancy front office records
19. Key reports within designated
20. Balancing transactions 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

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21. Evaluation of the performance LO5. Conduct self- TLE_HEFS9PR-IIi-
in providing accommodation evaluation on the required j-14
reception services 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)
1. Process financial transactions conducting night audit independently conduct night audit LO 1. Monitor financial TLE_HEFS10CA-
2. The accounting cycle transactions IIIa-b-15
3. Bank reconciliations 1.1. check transactions to
4. Balance revenue 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

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

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

5. Organization of records LO2. Complete routine TLE_HEFS10CA-

and reports records and reports IIIc-16
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6. Check guest accounts 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
7. Evaluation of performance in LO3. Conduct self- TLE_HEFS10CA-
conducting night audit evaluation on the IIId-17
required performance
rating
3.2 conduct self-evaluation of
performance in night audit
using rubrics
3.2 Cite case studies on FOS

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CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE
LESSON 2: PROVIDE CLUB RECEPTION SERVICES (CR)
LO 1. Provide information TLE_HEFS10CR-
1. Services of the providing club reception services independently provides club reception on club services and IIIe-g-18
hospitality industry services process memberships
2. Products of the 1.1. provide accurate advice
hospitality industry and information on
3. Product knowledge and club services and
the sales function facilities to customers
4. Effective selling techniques and club members as
5. The marketing mix required
6. The consumer decision- 1.2. explain club
making process 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
7. Club and licensing laws in LO 2. Monitor entry to TLE_HEFS10CR-
relation to entry club IIIh-i-19
requirements for customers 2.1. check membership
and dress regulations badges/cards upon entry
8. Discuss club membership 2.2. assist sign-in of guests
rules, conditions, benefits, and 2.3. ensure that members
entitlements and guests comply with
dress and age regulations
2.4. refer disputes over
entry to club to security,
supervisor, or
other relevant
person

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9. Evaluation of performance in LO3. Conduct self- TLE_HEFS10CR-
providing club reception evaluation on the required IIIj-20
services performance rating
3.1. conduct self-evaluation of
performance in providing
club reception services
using rubrics

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

QUARTER 4
LESSON 1: PROVIDE PORTER SERVICES (PS)
1. Typical hotel/motel LO1. Handle guest arrival TLE_HEFS10PS-
procedures for handling group providing porter services independently provides porter services and departures IVa-c-21
luggage at arrival and 1.1. review and plan
departure expected daily arrivals,
2. Process for providing a departures, and requests
specified bell desk for major guest
service movements
3. Range of services offered by 1.2. welcome and direct
the bell desk in guests promptly on
accommodation establishments arrival to the appropriate
4. Process for lifting and area for registration
carrying heavy luggage 1.3. assist guests with luggage
1.4. escort guests to
rooms and
show/explain
courteously the
establishment/room
features
5. Typical security procedures LO 2. Handle guest TLE_HEFS10PS-
for luggage storage rooms luggage IVd-e-22
6. Issues to consider in 2.1. transport and deliver
planning the pickup of group guest luggage safely to
luggage from rooms the correct location
7. Checking guest arrival within appropriate
and departure list timeframes
2.2. operate luggage storage
system correctly and in
accordance with
established procedures
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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

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCY CODE

8. Introduction to bell desk LO 3. Respond to request TLE_HEFS10PS-
9. Functions of bell desk for bell desk services IVf-h-23
10. Bell desk records 3.1. provide bell desk
services promptly
3.2. coordinate with
colleagues and other
departments to
ensure effective response
to bell desk requests
11. Evaluation of performance in LO4. Conduct self- TLE_HEFS10PS-
providing porter services evaluation on the required IVi-j-24
performance
4.1. conduct self-evaluation of
performance in providing
porter services using
rubrics

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GLOSSARY

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CODE BOOK LEGEND

Sample: TLE_HEFS10PS-IVf-h-23

LEGEND SAMPLE DOMAIN/ COMPONENT CODE

Technology and
Learning Area Personal Entrepreneurial Competencies PECS
Livelihood
and Strand/
Education_Home
Subject or TLE_HE Environment and Market EM
Economics
First Entry Specialization Front Office Services FS
10 Use tools, equipment, and paraphernalia UT

Grade Level Grade 10 Perform Mensuration and Calculation MC

Practice occupational health and safety
OHS
Domain/Content/ procedures
Uppercase Letter/s
Component/ Topic
Provide porter services PS
Interpret design and layout ID

- Receive and process reservations RR

Roman Numeral
*Zero if no specific quarter
Quarter Fourth Quarter IV Operate computerized reservation system OR

Lowercase Letter/s Provide accommodation reception services PR

*Put a hyphen (-) in between
letters to indicate more than a
Week Week six to eight f-h
Conduct night audit CA
specific week
- Provide club reception services CR

Respond to request for Provide porter services PS

Arabic Number Competency
bell desk services
23

K to 12 TLE-Home Economics – Front Office Services Curriculum Guide December * LO – Learning Page 20 of