1. 1
9
TLE – HE – FRONT OFFICE
SERVICES
Quarter 1 – Module 1:
RECEIVE AND PROCESS RESERVATIONS
(RR)
THE LODGING INDUSTRY
2. 2
TLE – Grade 9
Alternative Delivery Mode
Quarter 1 – Module 1: Receive and Process Reservations (RR)
First Edition, 2020
Republic Act 8293, section 176 states that: No copyright shall subsist in any work of
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Every effort has been exerted to locate and seek permission to use these materials from
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ownership over them.
Published by the Department of Education Secretary:
Leonor Magtolis Briones Undersecretary: Diosdado M.
San Antonio
Development Team of the Module
Writers: Desan P. Mondia
Editors: Jonathan L. Bayaton Rolan Ben L. Lorono
Reviewer: Rosemarie O. Elum
Typesetter: Ivah Mae C. Estoconing
Layout Artist: Ivah Mae C. Estoconing
Management Team: Senen Priscillo P. Paulin, CESO V
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P. Aguilar, Ed.D, TM
Nilita L. Ragay, Ed. D
Antonio B. Baguio, Jr., Ed. D.
Elmar L. Cabrera
Printed in the Philippines by ________________________
Department of Education –Region VII Schools Division of Negros Oriental
Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental
Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
3. 3
9
TLE
Quarter 1 – Module 1:
Receive and Process Reservations
(RR)
The Lodging Industry
4. 4
Introductory Message
For the facilitator:
Welcome to the Technology & Livelihood Education – Front Office Services 9
Alternative Delivery Mode (ADM) Module on Receive and Process Reservations
(RR): The Lodging Industry.
This module was collaboratively designed, developed and reviewed by educators
both from public and private institutions to assist you, the teacher or facilitator
in helping the learners meet the standards set by the K to 12 Curriculum while
overcoming their personal, social, and economic constraints in schooling.
This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to
help learners acquire the needed 21st century skills while taking into
consideration their needs and circumstances.
In addition to the material in the main text, you will also see this box in the body
of the module:
As a facilitator, you are expected to orient the learners on how to use this module.
You also need to keep track of the learners' progress while allowing them to
manage their own learning. Furthermore, you are expected to encourage and
assist the learners as they do the tasks included in the module.
For the learner:
Welcome to the Technology & Livelihood Education – Front Office Services 9
Alternative Delivery Mode (ADM) Module on Receive and Process Reservations
(RR): The Lodging Industry.
This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while being
an active learner.
This module has the following parts and corresponding icons:
Notes to the Teacher
This contains helpful tips or strategies
that will help you in guiding the
learners.
5. 5
What I Need to Know
This will give you an idea of the skills or
competencies you are expected to learn in the
module.
What I Know This part includes an activity that aims to
check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
What’s In
This is a brief drill or review to help you link
the current lesson with the previous one.
What’s New In this portion, the new lesson will be
introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
What is It This section provides a brief discussion of the
lesson. This aims to help you discover and
understand new concepts and skills.
What’s More This comprises activities for independent
practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
What I Have Learned This includes questions or blank
sentence/paragraph to be filled in to process
what you learned from the lesson.
What I Can Do This section provides an activity which will
help you transfer your new knowledge or skill
into real life situations or concerns.
Assessment This is a task which aims to evaluate your
level of mastery in achieving the learning
competency.
Additional Activities In this portion, another activity will be given
to you to enrich your knowledge or skill of the
lesson learned.
Answer Key This contains answers to all activities in the
module.
References
This is a list of all sources used in
developing this module.
6. 6
At the end of this module you will also find:
The following are some reminders in using this module:
Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
Don’t forget to answer What I Know before moving on to the other activities
included in the module.
Read the instruction carefully before doing each task.
Observe honesty and integrity in doing the tasks and checking your answers.
Finish the task at hand before proceeding to the next.
Return this module to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.
We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!
7. 7
What I Need to Know
This module was designed and written with you in mind. It is here to help you
master the nature of Front Office Services. The scope of this module permits it
to be used in many different learning situations. The language used recognizes
the diverse vocabulary level of students. The lessons are arranged to follow the
standard sequence of the course. But the order in which you read them can be
changed to correspond with the textbook you are now using.
The module has one lesson:
• Lesson 1 – The Lodging Industry
After going through this module, you are expected to:
• Determine for and advise customer of the availability of the
reservation.
• Offer alternatives, including waitlist options, if requested booking is
not available; and
• Respond to inquiries regarding rates and other product features
according to established procedures.
What I Know
Direction: Read each item carefully and use your notebook to write your
answers.
Let us determine how much you already know about processing reservations.
Take this test.
Direction. Do this activity on your notebook. Enumerate your answers based on
the following.
1-6 Give at least 6 types of hotels
7-10 Classification of Hotels
8. 8
Lesson
1 The Lodging Industry
Every multi-departmental physical business needs to have a front office or reception to
receive the visitors. Front Office Department is the face and as well as the voice of a
business. Regardless of the star rating of the hotel or the hotel type, the hotel has a
front office as its most visible department. For a business such as hospitality, the front
office department comes with an aspect of elevating customer experience with the
business.
Front Office department is a common link between the customers and the business. Let
us learn more about it.
What’s In
Direction: As a review of your front office services exploratory course in grade 7/8,
enumerate common tools and equipment used in front office. Write your answer on
your notebook.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
9. 9
What’s New
Direction: Think of a well-known hotel/resort in your locality. List down its features
and provide reasons of why customers would choose this hotel over others. Do this
activity on your notebook.
Name of the hotel/resort: _______________________________________
Features:
1.
2.
3.
4.
5.
Reasons of why tourists/customers would choose this hotel/resort over others:
1.
2.
3
What is It
The Travel and Tourism Industry
The travel and tourism industry consists of five parts:
Lodging operations
Transportation services
Food and beverage operations
Retail Stores
Activities
Hospitality Industry is part of the travel and tourism industry. The hospitality industry
consists of the following:
Lodging
Food and beverage operations
Institutional food and beverage service
Classification of Hotels:
10. 10
Hotels are commonly classified by:
Size
Under 150 rooms
150 to 299 rooms
300 to 600 rooms
More than 600 rooms
Target markets
Two of the most important marketing challenges for a lodging property are: “Who stays
at our property?” and “Who else can we attract?”
Lodging properties seek to identify target markets
Target markets are distinctively defined groups of travelers that the hotel seeks to
retain or attract as guest.
Levels of Service
World-class service
Upscale
Mid-range service
Economy/limited service
Ownership and affiliation
Independent hotels
Chain hotels
b.1 Management contract
b.2 Franchise
b.3 referral group
Types of Hotels (Classified by Market Segments)
Commercial Hotels
• Located in the towns and cities they primarily serve
• Often located near train stations in the 19th and early 20th centuries
• Located in downtown or business districts today
• Largest group of hotels
Commercial Hotel Guest Amenities
• Complimentary newspapers
• In-room coffee makers
• Free local calls
• Cable television, DVD players/DVDs, video games
• Personal computers, high-speed internet access
• Ergonomic desks and chairs
• Fax machines
• Car rental arrangements, airport pick-up services
• 24-hour food service
• Semi-formal dining rooms; cocktail lounges
11. 11
• Conference rooms, guestroom suites, room service, banquet meal service
• Laundry/valet service
• Concierge service
• In-room refreshment centers
• Retail stores
• Pools, health clubs, tennis courts, saunas
Airport Hotels
• First airport hotels built in 1950s as air travel
became popular
• Airport hotels are built in major travel centers
• Wide variety of sizes and levels of service
• Target markets: Business travelers, airline
passengers with travel layovers/canceled flights
and airline personnel
• Many feature conference rooms
• Offer convenience, cost savings
Suite Hotels
• Fast-growing segment of the lodging industry
• Feature guestrooms with a living room or parlor
area and a separate bedroom
• Some guestrooms include a kitchenette
• Generally have fewer/more limited public areas
than other hotels
• Target markets: people relocating to area,
travelers who enjoy homelike accommodations,
vacationing families, business professionals.
Extended-Stay Hotels
• Similar to suite hotels
• Designed for travelers who stay five nights or
longer
• Usually do not provide food, beverage, or
uniformed/valet services
• Housekeeping services may not be provided on a
daily basis
• Homelike atmosphere
• Room rates often determined by the length of a
guest’s stay
12. 12
Residential Hotels
• Provide long-term or permanent accommodations
in urban or suburban areas
• Located primarily in the United States
• Declining in popularity; replaced in part by suite
and condominium hotels
• Guest quarters generally include a sitting room,
bedroom, and kitchenette
• In some states, guests who contract to live in a
residential hotel are considered tenants
• May provide some or all of the services provided to
guests in commercial hotels
• A restaurant/lounge may be located on the premises.
Resort Hotels
• Often chosen as the destination or vacation spot
• Usually located in an exotic location away from
crowded residential areas
• Usually feature recreational activities/facilities
and breathtaking scenery not typical of other
hotels
• Usually provide extensive food and beverage, valet
and room services
• Typically feature a leisurely, relaxed atmosphere
• Strive to provide enjoyable guest experiences to
encourage repeat business and word-of-mouth
referrals
• Often employ social directors
Lifestyle Hotels
• Appeal to specific travelers who enjoy certain architecture , art, culture, special
interests and amenities
• Most major lodging companies have entered this market segment
• Reflect the interests of their guest
• Usually have 100 to 250 guestrooms with limited or no meeting space
• Food service varies from world-class to mid-range
• Building exterior, interior decor and guestroom design are all important to the
success of there hotels.
Bed-and-Breakfast Hotels
• Sometimes calld “B&Bs”
• Range from converted small houses to small commercial buildings with 20-30
guestrooms
• Owner usually lives on the premises and serves as the property manager
13. 13
• Breakfast ranges from a simple continental breakfast to a full-course meal
• Most only offer lodging and limited food service
• Room prices tend to be lower than in a full-service hotel.
Vacation Ownership Hotels
• Sometime referred to as timeshare or vacation-interval hotels
• People purchase ownership of accommodations for a specific period of time
(usually one to two weeks a year)
• If owners do not stay during their time period, they can have the hotel’s
management company rent their units for them, receiving the rental money
after paying fees to the management company for this service
• Owners can trade their ownership time with other owners in other locations
• Each unit has multiple owners.
Condominium Hotels
• Similar to vacation ownership hotels
• Units in condominium hotels have only one
owner, instead of the multiple owners typical
in vacation ownership hotels
• Owners tells the management company when
they want to occupy their units; the company
is free to rent the unit for the remainder of
the year.
• A portion of the rent from the unit goes to the
unit’s owner.
Casino Hotels
• Feature gambling facility
• Guestrooms and food and beverage
operations are often luxurious but they are
secondary to the gambling operations.
• Cater to leisure and vacation travelers
• Attract guests by promoting gaming and
headliner entertainment
• Provide a road range of entertainment and
recreation opportunities
• May offer charter flights for guests who plan
to gamble
• Gambling activities may operate 24 hours a
day, 365 days a year
• Some are very large with several thousand
guestrooms
14. 14
Conference Centers
• Specifically designed to handle group meetings
• Provide all of the services and equipment necessary for a meeting’s success
• Often located outside metropolitan areas
• May provide extensive leisure activities
Convention Hotels
• This segment has grown significantly in recent years
• Often have thousands of guestrooms
• Can have 50, 000 square feet or more of exhibit hall space plus ballrooms and
meeting rooms
• Offer a variety of dining facilities
• Primarily directed toward business travelers with a common interest
• A full line of business services are generally available for guests
• Host state, regional, national and international meetings
• May book business up to ten years in advance
Basic Issues Pertaining to Service
• Intangibility of service
• Quality assurance
• Rating services
• Economy/Limited service
Categories of Guests
Business Travelers
• Historically, the first and primary market for hotels
• More than 35 million people take business trips each year
• Business travelers average about five trips a year
• Business travelers account for a significant portion of lodging demand
• Hotels design specific products and services for business travelers-meeting
space, offices, secretarial/computer services, in-room safe, 24-hour room
service, internet access.
Pleasure/Leisure Travelers
• Specialized resort travel
• Family pleasure travel
• Travel by the elderly
• Travel by singles or couples
• Price-sensitive
Group Travelers
• Pleasure travel
• Institutional meetings/conventions
15. 15
• Corporate/government meetings/conventions
• Trade associations
• Management meetings, sales meetings, new product introductions, training
seminars, professional/technical meetings, stockholder meetings
International Travelers
• Different needs and expectations
• Language barriers
• Foreign-born employees can be helpful in serving these guests
The following are the ways of buying or getting the influences of travelers:
1. Satisfactory experiences with a hotel
2. Ads by a hotel or chain
3. Recommendations by family members and friends
4. Hotel’s location
5. Preconceptions of a hotel based on its name or affiliation
6. Travel management companies
7. Ease of making reservations
8. Hotel’s quality of service, cleanliness and appearance
9. Loyalty to a particular property or brand
10.Frequent travelers programs
11.Website design (for travelers booking online)
Lodging Industry Challenges
Types of Challenges:
Operating
• Labor shortages
• Cost containment
• Increased competition
Marketing
• marketing segmentation and overlapping brands. Market segmentation is an
efforts to focus on a highly defined (smaller) group of travelers.
• Increased guest sophistication
Technological
• Third-party wholesalers
• Interactive reservation systems
• Guest innovations
• Data mining: using technology to analyze guest-related (and other) data to
make a better marketing decisions.
• Yield management: demand forecasting systems designed to maximize revenue
by holding rates high during the times of high guest room demand and by
decreasing room rates during times of lower guest room demand.
16. 16
Economic
Dependence upon the nation’s economy
Hotel Occupancy Rate: the ratio of guest rooms sold to guest rooms available for sale
in a given time period. Always expressed as a percentage.
#Guest rooms Sold
#Guest rooms available
Globalization: the condition by which countries and communities within them
throughout the world are becoming increasingly interrelated.
Safety and terrorism
Challenges of Different Types of Hotels
Full-service hotel challenges:
Average daily rate (ADR): the average selling price of all guestrooms for a given time
period:
Total room revenue
Total number of rooms sold
Difficulties in developing a unified Internet marketing strategy
Limited-service hotel challenges:
• Increased consumer expectations
• Fewer profitable locations
• Brand proliferation: over-saturation of the market with different brands
• Franchisor-franchisee conflicts.
Extended-stay hotel challenges:
• Too many hotels within segment
• RevPar: the average revenue generated by each guestroom during a given time
period.
• Occupancy % (x) ADR = RevPar
• Over-reliance on corporate travel
• Competing in a multi-competitor environment
Conventions hotels/conference center challenges:
• High construction costs
• Competition from nontraditional sources
• Use of meeting technology
• WiFi (wireless fidelity): an internet access technology that does not utilize a
building’s wiring system when providing users Internet access.
Resort/timeshare challenges:
• Lagging productivity gains
• Increased expectations about social/economic responsibilities
17. 17
• Transnational competition
• Developing creative marketing/exchange program
What’s More
Direction: Answer the following questions briefly. Write your answer in your notebook.
1. What are the different type of hotels?
2. Give at least 1 challenge of the hotel and how will you address the issue?
3. If you are going to built a hotel, which type will you choose and why?
What I Have Learned
Direction: Write an essay about your learning on this lesson using the guide phrases
below.
I have learned that
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
I have realized that
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
I will apply
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
RUBRIC
Areas of
Assessment 10 points 7 points 4 points 1 point
18. 18
Ideas
Presents ideas in
an original
manner
Presents ideas in
a consistent
manner
Ideas are too
general
Ideas are vague
or unclear
Organization Strong and
organized
beg/mid/end
Organized
beg/mid/end
Some
organization;
attempt at a
beg/mid/end
No organization;
lack
beg/mid/end
Understanding Writing shows
strong
understanding
Writing shows a
clear
understanding
Writing shows
adequate
understanding
Writing shows
little
understanding
Mechanics Few (if any)
errors
Few errors Several errors Numerous
errors
TOTAL POINTS
/40 POINTS
Assessment
Direction: Match the Column A to with the definition found in Column B. Write only
the letter of the best answer.
Column A Column B
___ 1. located in downtown or business districts
today. It offers car rental arrangements, airport
pick-up serivces and has 24-hour food service.
A. Condominium Hotel
___ 2. Room rates on this hotel often determined
by the length of a guest's stay
B. Lifestyle Hotels
___ 3. This hotel targeted the passengers with
layovers/cancelled flights and airline personnel
C. Bed-and-Breakfast Hotel
___4. Guestrooms of this hotel has living room or
parlor area and a separate bedroom, kitchenette
D. Casino Hotel
___5. It provides long-term or permanent
accommodations in urban and suburban areas
E. Resort Hotel
___6. Type of a hotel that feature recreational
activities/facilities and breathtaking scenery not
typical with other hotels.
F. Residential Hotel
___7. This hotel features a gambling facility that
caters to leisure and vacation travelers.
G. Extended-stay hotel
19. 19
___8. Also called "B&Bs", hotels were converted
from small houses to small commercial
buildings with 20-30 guestsrooms.
H. Suite hotel
___9. Building exterior and interior reflect the
interest of their guest. It appeals to specific
travelers who enjoy certain architecture, art,
culture, special interest and amenities.
I. Airport hotels
___10. A portion of the rent from the unit goes to
the unit’s owner.
J. Commercial hotels
Additional Activities
Enumeration
A. Ways of buying or getting the influences of travellers
1 6
2 7
3 8
4 9
5 10
B. Commercial Hotel Guest Amenities
1 6
2 7
3 8
4 9
5 10
21. 21
For inquiries or feedback, please write or call:
Department of Education – Schools Division of Negros Oriental
Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental
Tel #: (035) 225 2376 / 541 1117
Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net
