CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector
Job Area
Competency Unit Title

FRONT OFFICE

GUEST SERVICE/ TELEPHONE OPERATOR/ FRONT OFFICE SERVICE/ CONCIERGE/ RESERVATION

RECEPTION ACTIVITIES HANDLING

Reception activities handling are to provide excellent reception services in accordance with establishments Standard
Operating Procedure. The personnel who are competent in reception activities handling shall be able to carryout guest
arrival activities , attend guest enquiries and needs, carry out bill settlement activities , carry out product sales
Learning Outcome
activities,attend reservation needs,carry out filing arrangement and perform telephonist function to meet establishment
requirement.
Training
240
Competency Unit ID
Level
Credit Hours
3
HT-013-3:2011-C01
24
Duration
Hours
Attitude /Safety/
Training
Delivery
Assessment
WorkActivities
Related Knowledge
RelatedSkills
Environmental
Hours
Mode
Criteria
1 Identify
i. Definition
4 hours
Lecture
i. Establishme
reception
ofhospitable and
nt/
activities
itselementssuch as:
accommodati
on providers
handling
Grooming
requirement
Products and
Body language
services
Voice intonation
manual
ii. Establishment/accom
interpreted
modation providers
ii.
Recepti
productsandservices
on
manual
activitie
iii. Reception
s
activities
workflow
workflow
determined
iv. Typesofguestsuch as:
iii.
Guest
Frequent
requirement&
IndependentTrav
preferencesd
ellers(FIT)
etermined
Corporate
GroupIndependent
Travellers(GIT)
Meeting,Incentive,
xx

WorkActivities

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

Convention and
Exhibition (MICE)
Royal/publicfigure
s
v. Typesofproductsan
d servicessuch as:
Businesscentre
F&B outlets
Accommodations
Health &Wellness
Club
Entertainment
outlets
Babysitter
Special need
services(OK
U)
vi. Typesofguest
s
preferences
Food preference
(Vegetarian,Kosh
er)
Smoking/Non
Smokingflo
or
Ladiesfloor
Roomviews
vii. Typesofroomrate
s
Published/Rack
Dayuse
Corporate
Government
xxi

Training
Hours

Delivery
Mode

Assessment
Criteria

WorkActivities

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

i. Obtain
establishment/accomm
odation providers
productsandservices
manual
ii. Interpret
establishment/acco
mmodation
providers
productsandservices
manual
iii. Determinereceptiona
ctivitiesworkflow
iv. Determinegu
est
requirement&
Attitude:
preferences.
i. Meticulousin

Training
Hours
8 hours

Delivery
Mode
Demonstration
&Observation

Assessment
Criteria

identifying
reception
activities
handling
2 Prepare
arrival
activities

i. TypesofProperty
ManagementSystem
(PMS)such as
Fidelio
Opera
IFCA
ii. Function,featuresa
nd
usageofPropertyMa
nagementSystem
iii.
Typesofr
oom
status/codesuch
as

7 hours

xxii

Lecture

i. Individualpass
word logged
in
ii. Roomstatu
s and
expected
arrival
against
roominglist
checked
iii. Available
room to
expected
guestsassign

WorkActivities

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

VacantClean
Inspection(VCI)
Occupied Clean
(OC)
Occupied Dirty
(OD)
Occupied Clean
Inspection (OCI)
OutofOrder(OOO)
Do NotDisturb
(DND)
UnderRepair(UR)
iv. Typesofroom suchas
Standard
Superior
Deluxe
Junior/Executive/Pre
sidential/Royal
Suite
Club Floor
Studio
Cabana
One/Two/Three
Bedroom
Apartment
v. Modesofpaymen
t
Cash
Credit/DebitCard
LetterofUndertaking
Local Order
PurchaseOrder
Letterof
xxiii

Training
Hours

Delivery
Mode

Assessment
Criteria
confirmed
booking
checked
v Mode
ofpayment
checked

WorkActivities

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

i. Log in
individualpassword
ii. Checkroom
statusand expected
arrivalagainstroomin
glist
iii. Assign available
room to
expectedguests
iv. Checkroomrates
against confirmed
booking
v. Checkmodeofpayme Attitude:
nt
i. Knowledgeable
and meticulousin
preparingarrival
activities
3

Carryoutguest
arrival activities

i. Establishmentsmeeta
ndgreetpractice
ii. Guestsreservati
on profile
verification
process
Reservation/booki
ngnumber
Checkingof
passport/I.C
Travel
agent
vouch
er
iii. Method
ofdeposit

Training
Hours
17hours

7 hours

xxiv

Delivery
Mode
Demonstration
&
Observation

Lecture

Assessment
Criteria

i. Establishments
meet andgreet
practice
complied
ii. Guests
reservatio
n profile
verified
iii.Cash
deposit/credit
card verification
collected
iv.Roomkey/c
ard and
remind
gueston

WorkActivities

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills
i. Comply with
establishmentsmeet
andgreetpractice
ii. Verifyguestsreservati
on profile
iii.Collectcash
deposit/creditc
ard verification
iv.Issueroomkey/card
and remindgueston
standarddepartureti
me and
establishments
facilities.
v. Rooming theguest

Attitude:
i. Hospitable
in meet
andgreetgue
st
ii. Responsible
and
accountable
inreceiving
guestdeposit
iii. Guestinformati
on
confidentiality
Safety:
i. Adhere tosafety
requirement

xxv

Training
Hours
17 hours

Delivery
Mode
Demonstration
& Observation

Assessment
Criteria
departuretime
and
establishment
sfacilitiesissue
d

WorkActivities
4 Attendguest
enquiriesand
needs

Related Knowledge
Typesofguest
enquiriesand needs
such as
Direction/Location
Onlinefacilities
Extra bed
Babycot
Guest supplies
Special request
Techniquestorespond
andfulfill
guestenquiriesand
needs

Attitude /Safety/
Environmental

RelatedSkills

i. Determinetypeso
f
guestenquiriesan
d needs
ii. Respond
toguest
enquiriesandful
fillguestneeds
iii. Coordinate with
related department
onguestneeds
iv.Followup with
related department
andguestonguestre
quest

xxvi

Attitude:
i. Responsible
and
quickresponse
in
attending guest
enquiriesandnee
ds
ii. Diplomaticin
attending
guestenquiri

Training
Hours
7 hours

Delivery
Mode
Lecture

17hours

Demonstration
&
Observation

Assessment
Criteria
i. Typesofguest
enquiriesand
needs
determined
ii. Guest
enquiries
responded
and
guestneeds
fulfilled
iii.Guestrequestf
ollowed up

WorkActivities

5. Carryout
billsettlemen
tactivities

Related Knowledge

i.
ii.

Attitude /Safety/
Environmental
Safety:
i. Adhere tosafety
requirement

RelatedSkills

Verification
ofguest profile
Typesofguestcharg
es such as
Earlycheck-in/late
check-out
Mini bar
Laundry
Roomservice
Food and beverages
Internet/Phone
BusinessCentre
Spa

Training
Hours

7 hours

i. Collectroomkey/card
ii. Verifyguestprofile
iii. Checkguestfolio
and
confirmguestcharg
es
iv. Requestfor
deposit receipt
v. Confirmmodeof
paymentandgenera
te checkoutfolio
vi. Collectpaymentand
refundguestsdepo
sitifany

xxvii

17
hours

Attitude:
i. Meticulousand
detail in handling
bill settlement
activities

Delivery
Mode

Lecture

Demonstration
&
Observation

Assessment
Criteria

i. Roomkey/c
ard
collected
ii. Guest
profile
verified
iii. Guestfolio
checked
and
guestcharg
esconfirme
d
iv. Depositrece
ipt
requested
v. Mode of
payment
confirmedandc
heckoutfoliogen
erated
vi. Payment
collected
and
guestsdeposit
refundedifany

WorkActivities

6. Carryout
product sales
activities

Related Knowledge

Attitude /Safety/
Environmental
Ii Responsible and
accountable in
handlingbill
settlement
activities

RelatedSkills

i. Up selling techniquesof
roomscategoryand
other productsand
servicessuch as
Communication
skills
Productknowledge
Sellingtechniques
Willingnesstosell

Training
Hours

7 hours

i.

Checkroomavailabilit
y
ii. Up sell room
category
iii. Execute
suggestive
selling
iv. Coordinate with
related
department on
confirmedsuggested
productsor services

xxviii

17
hours

Attitude:
i. Creative and
knowledgeable
inup selling
roomsand other
services

Delivery
Mode

Lecture

Demonstration
& Observation

Assessment
Criteria

i. Roomavailabi
lity checked
ii. Suggestive
sellingexecu
ted
iii. Related
department
coordinated on
confirmed
suggested
productsor
services

WorkActivities

Related Knowledge

7. Attend
reservation
needs

i. Typesofreservation
sources
Phone calls
Fax
Email
Internet booking
Walk-in
iii.
Guestsreserv
ation
needs
check-in/check-out
date
room preference
numberofguest
roomrate
iii Guestspersonaldetails
Guestsname
Contact details
Contact person
Companysname
Countryoforigin
Address
Nationality
v. Gender
Iv Confirmation
ofguests
reservation status
Guaranteed
reservation
Non-guaranteed
reservation
v Typesofreservation
status
Confirmed

Attitude /Safety/
Environmental

RelatedSkills

xxix

Training
Hours
7 hours

Delivery
Mode
Lecture

Assessment
Criteria
i. Guests
reservation
needsobtained
ii. Guestsperson
aldetailsobtain
ed
iii. Guests
reservation
statusconfirmed

WorkActivities

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

Delivery
Mode

Assessment
Criteria

No show
Cancel
i. Determinereservati
on sources
ii. Obtainguests
reservation
needs
iii. Obtainguestsperson
al details
iv. Confirmguestsreserv
ation status

8. Carryoutfiling
arrangement

Training
Hours

I Filingsystem
Onlinefiling
Manual filing
Ii Filingindex
i. Determinefiling
system
ii. Collate
guestsservices
documents
iii. Storefilesaccording
to index

xxx

17 hours

Attitude:
i.Hospitable in
meet
andgreet
guest
ii. Responsible
and
accountable
in

7 hours

17 hours

Attitude:
i. Meticulousand
detail infiling
guestsservices
documents

i. Filingsyst
em
determine
d
ii. Guestsservic
es
documents
collated
iii. Filesstor
ed
accordin
g to
index

WorkActivities

9 9. Perform
telephonistfun
ction

Related Knowledge

Attitude /Safety/
Environmental
Safety:
i. Adhere tosafety
requirement

RelatedSkills

i. Interpretation of
callers
request suchas
Enquiries
Reservation
Complain
Prankcalls
Emergency
ii. Communicationskills
iii. Techniquesof
answeringphone

Training
Hours

7 hours

i. Comply with
establishmentsm
eet
andgreetpractice
ii. Interpretcalle
rs request
iii. Transferinternal/
external call to respective
department/
room

xxxi

17 hours

Attitude:
i. Hospitable
in meet
andgreet
guest
ii. Knowledgea
ble and
responsible
in performing
telephonistfun
ction

Delivery
Mode

Assessment
Criteria

i. Establishment
s
meet andgreet
practice
complied
ii. Callersrequ
est
interpreted
iii. Internal/exter
nal call
transferred
torespective
department/
room

WorkActivities
10Evaluate
reception
activities
handling
effectiveness

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

i. Guest satisfaction level

on delivered services
ii. Numbersofcomplain
on
guestserviceshandli
ng
iii.Product
salesactivities
effectiveness
i.

Assessguest
satisfaction level
on
delivered services
ii. Checknumbers
of complain
onguest
serviceshandling
iii. Assessproduct
sales
activitieseffectivene
ss
iv. Checknumbersofsold
product
v. Assesspaym
ent accuracy

xxxii

Training
Hours
7 hours

17
hours

Attitude:
i. Knowledgeable
and meticulous
in evaluating
reception activities
handling
effectiveness

Delivery
Mode

Assessment
Criteria
i. Guest
satisfaction level on
delivered
services
assessed
ii. Numbers
of
complaint
on
guestservices
handling checked
iii. Product sales
activities
effectiveness
assessed
iv. Numbersofsol
d product
checked
v. Paym
ent
accura
cy
asses
sed

WorkActivities
11Produce
reception
activitiesreport

Related Knowledge

Attitude /Safety/
Environmental

RelatedSkills

i. Reportwriting skills
ii. Procedurestowrit
e reception
activities report
iii. Formatofreports
iv. Communicationa
nd presentation
skill
i. Determineprocedure
to write reception
activitiesreport
ii. Determineformat
of reports
iii. Writerecepti
on
activitiesrep
ort
iv. Presentreception
activitiesreportto superior

xxxiii

Training
Hours
3 hours

9 hours

Attitude:
i. Knowledgeable
and meticulousin
reporting
reception
activities

Delivery
Mode

Assessment
Criteria
i. Procedureto
write
reception
activitiesreport
determined
ii. Forma
tof
report
s
determined
iii. Reception
activitiesrep
ort
wrote
iv. Reception
activitiesrep
ort
presentedto
superior

EmployabilitySkills
CoreAbilities
01.01 Identify and gather information.
01.02 Document information procedures or processes.
01.03 Utilize basic IT applications.
02.01 Interpret and follow manuals, instructions and SOP's.
02.02 Follow telephone/telecommunication procedures.
02.03 Communicate clearly.
02.04 Prepare brief reports and checklist using standard forms.
02.05 Read/Interpret flowcharts and pictorial information.
03.01 Apply cultural requirement to the workplace.
03.02 Demonstrate integrity and apply practical practices.
03.03 Accept responsibility for own work and work area.
03.04 Seek and act constructively upon feedback about work
performance.
03.06 Respond appropriately to people and situations.
03.07 Resolve interpersonal conflicts.
06.01 Understand systems.
06.02 Comply with and follow chain of command.
06.03 Identify and highlight problems.
06.04 Adapt competencies to new situations/systems.
01.04 Analyse information.
01.05 Utilize the Internet to locate and gather information.
01.06 Utilize word processor to process information.
02.07 Utilize Local Area Network (LAN)/Intranet toexchange
information.
03.08 Develop and maintain a cooperation within work group.
04.01 Organize own work activities.
04.02 Set and revise own objectives and goals.
04.03 Organize and maintain own workplace.
04.04 Apply problem solving strategies.
04.05 Demonstrate initiative and flexibility.
01.07 Utilize database applications to locate a process information.
01.08 Utilize spreadsheets applications to locate and process
information.
01.10 Apply a variety of mathematical techniques.
01.11 Apply thinking skills and creativity

SocialSkills
1.
2.
3.
4.
5.
6.

xxxiv

Communicationskills
Conceptual skills
Interpersonal skills
Multitasking and prioritizing
Self-discipline
Teamwork

CoreAbilities

SocialSkills

02.09 Prepare flowcharts.

02.10 Prepare reports and instructions.
02.11 Convey information and ideas to people.
03.09 Manage and improve performance of individuals.
03.12 Provide coaching/on-the-job training.
03.13 Develop and maintain team harmony and resolve conflicts.
03.14 Facilitate and coordinate teams and ideas.
03.15 Liase to achieve identified outcomes.
03.16 Identify and assess client/customer needs.
04.06 Allocate work.
04.07 Negotiate acceptance and support for objectives and strategies.
05.01 Implement project/work plans.
05.02 Inspect and monitor work done and/or in progress.
Tools,Equipment andMaterials(TEM)
ITEMS
1. Reservation list
2. Rooming list
3. Roomtarifflist
4. Guest Profile
5. Roomkey/card
6. Guestrequestform
7. Creditcard/ creditcard terminal
8. Calculation tool
9. Computer
10.Printer
11.PropertyManagement System(PMS)
12.Telephone system
13.Stationery
14.FrontofficeSOP

RATIO(TEM:Trainees)
1:1
1:1
1:1
1:1
1:1
1:1
1:1
1:1
1:5
1:5
1:30
1:30
1:1
1:1
xxxv

References
REFERENCES

5.

1.

SudhirAndrews,McGrawHill(2009),HotelFrontOfficeTrainingManual,ISBN:978-0-07-065570-6

2.

AhmadIsmail,Thomson Delmar(2002) FrontOffice Operations&Management,ISBN:0-7668-2343-1

3.

JamesA.Bardi, JohnWiley&Sons(5 Edition 2007),Hotel FrontOffice Management,ISBN:978-0-470-63752-4

4.

DenneyG.Rutherford&Michael J.OFallon,JohnWiley&Sons(2007),Hotel Management&Operations,ISBN: 978-0471-47065-6

th

Sue Baker, JeremyHuyton&PamBradley,SouthWestern Cengage Learning (2009),Principle ofHotel FrontOfficeOperations,ISBN: 978-1- 844480090-2
6.

BettyA.Kildow,AMACOM(2001),FrontDeskSecurity&Safety,ISBN:0-8144-0826-5

xxxvi