TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

Region 02
Southern Isabela College of Arts and Trades
Santiago City

COMPTENCY BASED LEARNING MATERIAL

FRONT OFFICE
NC 11
Developed by:
Rodnessy C. Santago
Instructor 1

Sector :

TOURISM
Qualification :

Front Office NC II
Unit of Competency :

Provide Porter Services

Module Title :
PROVIDING PORTER SERVICES
SOUTHERN ISABELA COLLEGE OF ARTS AND TRADES
SANTIAGO CITY

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COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

Document No. SQAS-002 REG - 011

Issued by SICAT
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How to use this Competency Based Learning Material

Welcome to the learners guide for the module: PROVIDING PORTER
SERVICE. This Learning material contains training materials and activities for you to
complete. All learning materials are installed in this computer for your trainer for one
The unit of competency PROVIDE PORTER SERVICE contains the knowledge
and skills and attitudes required for a FRONT OFFICE NC 11 as Core Unit of
Competency.
You are required to go through a series of learning activities in order to complete
each learning outcomes of the module. In each learning outcome there are Information
Sheets Slides and Reference Materials for further reading to better understand the
required activities .Follow these activities on your own and answer the self check at the
end of each learning outcome. You may remove a blank answer sheet at the end of each
module (or get from your facilitator/ trainer) to write your answers for each self-check at
the end of each learning outcome.
If you have questions, please dont hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have some or most of the knowledge and skills covered in this learners
guide because you have:
worked for some time
Already completed training in this area
If you can demonstrate/show to your trainer that you are competent in particular
skills you dont have to do the same training again.
If you feel you are competent on some of the skills, talk to your trainer about having
them formally recognized. If you have qualification or certificate of competence from
previous training, show it to your trainer. If the skill you acquire still relevant to the
module, they may become part of the evidence you can present for RPL.
If you are not sure about the currency of your skills discuss this with your trainer.

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COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

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At the end of this learners guide is a learner diary. Use this diary to record important
dates. Jobs undertaken and to other work place and events that will assist you in
providing details to your trainer or assessors. A record of achievements is also you
provided to your trainer to complete ones to complete this module.
This module was prepared to help you achieved the required competency in
Providing Porter Service. This will be the source of information for you to acquire
knowledge and skills in this particular module with minimum supervision or help from
your instructor. With the aid of this materials you will acquire the competency and at
your own pace.
Talk to your own trainer and agree on how you will both organize the training of
this unit. Read through the learning guide carefully. It is divided into sections that
cover all the skill and knowledge you need to successfully complete this module.
Work through all the information and complete the activities in each section.
Read information sheets and complete the self check. Suggested references are
included to supplement the materials provided in this module.
Most probably your trainer will also be your supervisor or manager. He/she is
there to support you and show you the correct way to do thing. Ask for help.
Your trainer will tell you about the important things you need to ask question and
practice on the job. Make sure you practice your new skills during regular work
shifts. This way you will improve both of your speed and memory and also your
confidence.
Talked to more experienced workmates and ask for their guidance.
Use the self check questions at the end of each section to test your own progress.
When you are ready, ask your trainer to watch you perform the activities outline
in the learning guide.
As you work through the activities, ask for written feedback on your progress.
Your trainer keeps feedback/pre-assessment for this reason. When you have
successfully completed each element, ask your trainer to marks on the reports that
are ready for assessment.
When you have completed this module (or several modules) and feel confident
that you have had sufficient practice, your trainer will arrange an appointment
with a registered assessor to assess you. The results of your assessment will be
recorded in your competency Achievement record.

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COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

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Qualification

: FRONT OFFICE

Unit of Competency : Provide Porter Service

Module Title

: Providing Porter Service

Module descriptor

: This module covers the skills, Knowledge and attitude required

providing porter Service
: 64 hours

Nominal Duration
Introduction

: This module will guide each students to a quire the skills and
Attitude in knowledge PROVIDI NG PORTER SERVICE
This particular module consist of four learning outcomes (lO)
Under each LO are assessment criteria that are use to guide the
judgment weather or not a learner has achieved a learning outcome
This unit defines the competency required to correctly
Provide Porter to the guest. After processing of registration of the
guest, the bellman is expecting to carry the luggage of the guest
until check out time.

Prerequisite

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ students must be able to:
LO1: Handle guest arrivals and departures
LO2 : Handle guest luggage
LO3: Respond to guest for bell desk services

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RESOURCES:
Lecture room
Learning Materials /resources
This learning Package
References
Book

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: FRONT OFFICE PROCEDURES AND GUST RELATIONS

COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

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LO1. Monitor financial transactions

ASSESTMENT CRITERIA:
1.1 Expected daily arrivals, departures and request for major guest movements are
reviewed and planned in accordance with establishment standards
1.2 Guest are welcomed promptly on arrival and directed to the appropriate area for
registration
1.3 Guest with luggage are assisted in accordance with establishes procedures and safety
requirements
1.4 Guest are escorted to rooms and where appropriate courteously showed/ explained the
establishment/room features in accordance established procedures.

LEARNING ACTIVITIES

APECIAL INSTRUCTION

Sheet #O1
Review and plan the expected
Arrivals check-out and request
Welcomed and direct the guest
To the registration area
Assist the guest with his luggage
Escort the guest to his room
Showed/explain the establishment/room
Answer Self-check
Check your answer

Refer to Answer keyO1

Do Job sheet #O1

Do Job sheet #O1

Submit it to the Trainer

Finished? Proceed to the next page for lO2

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FRONT OFFICE NC II

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Handle Guest Luggage

ASSESTMENT CRITERIA:
1. Guest luggage is safely transported and delivered to the correct location
within appropriate timeframes.
2. Luggage storage system is operated correctly and in accordance with
established procedures and security requirements
3.

4.

LEARNING ACTIVITIES

SPECIAL INSTRUCTION

Sheet #O2
Transfer and deliver the guest luggage
Operate correctly the luggage storage system
Store and marked the luggage for easy retrieval
Placed correctly the luggage in the storage system

Answer Self-check #2
Check your answer
Do Job sheet #O2

Refer to Answer keyO2

Perform the activity

Finished? Proceed to the next page for lO3

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FRONT OFFICE NC II

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Respond to Guest for Bell Desk Services

ASSESTMENT CRITERIA:
1. Bell desk services are provided promptly and in accordance with
establishments security and safety requirements
2. Colleagues and other departments are liaised with to ensure effective
response to bell desk request, where appropriate

LEARNING ACTIVITIES

SPECIAL INSTRUCTION

Sheet #O3
Provide bell desk service
All staff are Responsible
For bell desk request

Answer Self-check #3

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Check your answer

Refer to Answer keyO3

Do Job sheet #O3

Perform the activity

COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

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INFORMATION SHEET
Adopted from Front office procedures
And guest relations
BELL SERVICE
Bell Service - is responsible for escorting guests during check-in and check-out,
Attending to their luggage and doing errands for the front desk.

Regulation and Behavior of Bell service Staff

Certain regulations and behavior should be properly observed when working in
this section. It is noted that a bell staff in direct personal contact with guest. Their
behavior while on duty reflect the image of the property, hence, certain guidelines should
be strictly enforced so the performance of their activities are based on the regulator
standard of the hotel.
All Bell Service Staff Should.
Wear dark brown or black slacks
Wear black shoes, always polish and good condition
Have a well shave face, clean hands and fingernails
Have a well groomed hair, neatly cut and combed
Wear a clean and neat uniform
Possess good body posture
Have a sound health

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FRONT OFFICE NC II

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SICAT
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Doorman/Bellboy
Basic Function: Assists/escorts during check in and check-out and runs errand for
The Front desk.
Specific Function:
1. Welcomes and greets incoming guests, opens the door of their vehicles, unloads
Their luggage and leads them to the Front desk for registration.
2. Receives rooming instructions room the desk clerk and escorts the guest towards
His room.
3. Orients the guest about the facilities and amenities in the room and informs him of
House services and facilities
4. Responds to desk clerks call for guest assistance including the delivery of guests
Mails, FAX, packages and messages.
5. Assists the guest upon check-out carries his luggage, leads him to the Front Desk
For a clearance and payment and escorts him towards his vehicle
6. Assists a guest when a room transfer service is called for
7. Attends to the safe and proper storage of guests valuables in the Bell Station as
Well as their issuance to owners, following standard procedures
8. Prepares errand report and other reports as maybe required by superior, maintains a
Logbook of critical incidents and complaints
9. Attends to guess inquiries, requests and complaints
10. Performs other related duties as maybe assigned by superior

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Most medium size and large hotels have separate Bell service unit that attends to
the following service.
1.
2.
3.
4.

Assisting guests during the check in and check out.

Providing escort and luggage assistance to arriving and departing guests;
Assisting guests during room transfer.
Responding to all service calls of hotel guests, including the delivery of guests
mail, package and messages.
5. Monitoring cleanliness and orderliness of the lobby and coordinating with
housekeeping Unit for paper cleaning.
6. Observing and reporting all unusual circumstances accruing at the lobby such as
entry of unauthorized and suspicious paper persons disorderly conduct of
unknown persons, presence of suspicious objects, etc.
7. Doing errands from the Front Office.

In small guests with very few guests, there is no separate Bell Service unit.
The clerk simply request the housekeeping Unit to send a room boy to assist
guests with their luggage during check in and check out. The job of a doorman is
done by the security guard.

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TROLLEY/BELLBOYS CART

BELLBOYS CART- Use for stocking or carrying guest luggage

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JOBSHEET LO1
SERVICE PROCEDURES DURING CHECK IN
When a guest reaches the hotel, he should be warmly received and assisted by the
doorman/bellboy following the following procedures.
1. Greet and welcome the arriving guests.
Good morning sir/mam, welcome to our hotel.
2. Offer to unload guests luggage from the vehicle.
May I help you with your luggage sir/mam?
3. Unload the guests baggage, count each peace and inform the guest of the total
count for the letter to check and to make sure that all his travelers effects were
taken out of the cab and accounted for.
Could you check sir if your entire luggage are complete before we let go with the
cab?
4. Direct the guest to the Front Desk while carrying the luggage in the cart.
This way to the front desk sir.
5. As guest registers, stand by to receive rooming instructions from the Desk Clerk.
6. Receive key and rooming instructions from the desk clerk then lead the guest to
his room. This way to your room Mr._______________
7. Knock or activate the door bell before entering the room to verify if there is
someone inside and to make sure it is available before opening it for the guest.
When this is occupied or not yet ready, the bellman shall tactfully inform the
guest of the mistake and ask for a replacement via the telephone.
8. The bellman shall open the room with the key and switch on the light, and then let
the guest in. he shall show him the room and bring in the baggage. He shall
explain the use of facilities in the room such as air-conditioning thermostat
control, bathroom light switches etc. Explain operation of TV if it needs special
instructions.
9. Inspect room and bathroom check for busted bulbs, dirts, and defective
amenities.
10. Sell Hotel services, Inform guest of:
o Outlets and operating time; products/services
o Room service, Long distance facilities, business center, laundry, etc.
For your convenience, the hotel has provisions for room service from_____
to______. The room service menu is on top of the nite table. You may also dine
at some of our outlets like operating from to serving breakfast, lunch
and dinner. You may also avail of our laundry service. There is laundry bag in
your drawer together with the laundry rates, should d you wish to go for
entertainment, our hotel has an entertainment bar called__________ operating
from___ to ____.
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11. Take leave f the guest and ask if everything is ok.

As a last gesture he shall demonstrate his willingness to be of further help and bib
the guest a pleasant and enjoyable stay.
Is everything satisfactory Mr. Guest? Is there anything else I can do for
you?
Please call us should you need further assistance.
I hope enjoy your stay in our hotel.
12. Inform the Bell Captain or the Front Office manager of unusual behavior of the or
condition of the baggage. He must also call the attention of the housekeeper
Supervisor the noticing any direct in the room.
13. Record the check in on the bellman Control Sheet, The number of luggage and
the room number.

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CHECK - OUT PROCEDURE

1. Upon advice of the guest checkout, fill up the check out slip, indicating therein
The room number, number of the items to be picked up and the name of the
bellman assigned to answer the call.
2. Proceed to the guest room and remind the guest to double check the drawers,
closet the bathroom to make sure that nothing is left behind.
3. The guest is brought to the Desk Clerk / FO cashier for bill settlement or payment
clearance while on stand by until the guest is ready to be assisted to his vehicle.
4. Check the room Key rack of the vacated room upon reaching the lobby. The
Desk Clerk shall check if the key has been returned and then she shall singe on
the checkout slip. If the key has not been returned the bell man shall ask the guest
to return it. The bell man shall also ask for the cashiers clearance signature on
the check out slip together with a note stating (please check with F.O.C.), is
attached to the storage baggage. The baggage shall note be taken out of the hotel
unless the account is paid in full by the guest and the cashier has signed on the
checkout slip;
5. Before loading the baggage of the guest to any vehicle, ask first if the luggage are
complete, then load them to the cab and wish the guest a pleasant trip;
6. Time-stamp the Check out slip and surrender it to the Front Desk after the
service.

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SELF CHECK LO1

1. What is the used of bellmans cart

Answer: -It is used for stocking or carrying guest luggage
2. What is the basic function of a bellman
Answer: Assists/escorts during check in and check-out and runs errand for
The Front desk.
3. Give me one specific duties of a bellman
Answer: Receives rooming instructions room the desk clerk and escorts the guest
towards His room.
4. What are the Regulation and Behavior of Bell service Staff

Answers:
Wear black shoes, always polish and good condition
Have a well shave face, clean hands and fingernails
Have a well groomed hair, neatly cut and combed
Wear a clean and neat uniform
Possess good body posture
Have a sound health
Wear dark brown or black slacks

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FRONT OFFICE NC II

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Learning Outcome 2
Adopted from Front office procedures
And guest relations
BAGGAGE TAG A personal identification attached to a piece of luggage

STORAGE OF LUGGAGES
1. Tag each item with a baggage Claim Check.
2. Inspect all items for storage as to their condition before accepting them. Indicate
if item is breakable and store them safely in the cabinet.
3. Store luggage in the luggage room making sure that the smaller, lighter ones are
in top of the heavier ones.
4. The bellboy/bell captain shall:
a. Fill the baggage claim check complexly making sure that item has been
properly and clearly described in the baggage Claim Check;
b. Indicate also the identifying feature such as color, size, shape, and other
leading characteristics; Specify the noted defect on the item prior to
receipt.
c. Time stamp the baggage Claim Check,
d. Ask the owner to read the conditions stated at the back of the Baggage
claim form have him/her sign.
5. Before storing the item:
a. Attach the baggage Claim check to the item to be stored;
b. Detach the claim check portion;
c. Leave the luggage tag portion attached to the item;
d. Time stamp the claim check portion;
e. Hand the claim check portion the guest;
6. The bell boy/bell captain shall enter the item in the package Storage Record
(Logbook)
7. The bell boy/bell captain shall deposit the item in the luggage room.

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WITHDRAWAL OF STORAGE BAGGAGE

1. the bell boy shall determined if the person claiming the item is the owner
Who left them for safekeeping, or he is authorized representative.
a. If the claimant is representative perform no.1.1 below.
b. If the claimant is the owner himself or the person who originally endorsed
the item, issue luggage upon presentation of baggage tag./ticket.
Require the representative to present.
a. a specific written authorization
b. Valid ID- (business card and residence certificate are not considered valid
ID)
c. Valid ID of the owner of the item.
If the claimant can present the requirements, proceed to step 2 and 3. If
not, refer the matter to the duty manage/supervisor for proper disposition.
2. When require documents are presented, the bell boy/bell captain shall retrieve the
The items from the storage area and detach the claim.
3. Ask claimant to sign to acknowledge receipt of the item.
4. After insurance, cross out the withdrawn claim cheek and time stamp at the back
the time of insurance.
5. File all baggage claim check.

Storage room

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SELF CHECK LO2

1. What will you do to protect guest luggage from getting lost and damage?
Answer. Always count the luggage of the guest and handle with care.
2. The guest is assisted to his room but the room is already occupied, what will you
do?
Answer: Apologize to the guest, report to the front office that the guest need to
transfer to another room
3. What will you do if the guest luggage is moving?
Answer: Hold the item close to your body step carefully.
4. What will you do in carrying items?
Answer: Handle with care,
5. How will you handle lost and found items?
Answer: Bring the items ro the lost and found section under housekeeping
department

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Learning Outcome #3
Adopted from Front office procedures
And guest relations

PROCEDURE OF ROOMING GUEST

As soon as the desk assigns the room to a guest, the bell man continuous the task
of efficiently roaming the guest. In this situation the bellman takes charge of seeing to it
that the guest accommodation is properly taken cared of.
1. Greet the guest and offer assistance
Always begin a conversation by greeting the guest a friendly tone of voice and
pleasant facial expression. Reflect the manner or mood of service extend to the guest
when one is familiar with the guests name it would be much appreciated if they are
being addressed by their name. In this way, the feeling of recognition and welcome the
boosts the guest ego that he is being remembered.
The extension of the assistance can be properly demonstrated when bellman
(intended) initiates the move of assisting the guest in whatever way possible.

2. Carry baggage into the lobby

As the guest approaches the front desk it is expected that the bellman uses the
proper approach in helping out with his luggage.

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3. Obtain key and roaming slip from desk clerk

The roaming slip contains the name of the guest and assigned room minutes as the
clerk it will give him an idea to address the guest by his name and lead him to his room.

4. Lead and carry luggage to elevator

The guest expects the bellman to lead the way since he is more familiar with the
location of the elevator and the rooms. It is polite to say This way please when talking
the guest when carrying luggage it should always be properly handled with care as guest
are sensitive to the way their personal belonging are being handled by others.
5. Enter the elevator
To show the courtesy to the guest the bellman enter the elevator first so that
he can hold the door of safely lead the guest luggage are placed in the side of the
elevator (preferably at the back of the elevator operator) so as no to block the
entrance of the guest

6. Call floor number

Address the elevator operator with courtesy as to what floor you would want to be
dropped off.
7. Lead Guest and carry luggage to the room
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Again always lead the way while on the way to the room open a conservation to make the
guest at ease.
8. Enter room and place luggage on rack
The bellman opens the door of the room. Switch on the light to make the room
attractable an inviting. Put the luggage on the rack to make it convenient for the guest
when opening his bag

9. Switch on Air conditioner and Explain Operation

Bellman immediately turns on the air condition so as to make the room
comfortable for the guest. If the room is warm and there is no air conditioning, open the
hotel window. It is important that the bellman shows the guest on how to open the hotel
window to avoid accidents when he is alone.
The bellman explains the operations of the air con system. Some guests may not
familiar with the air conditioning system of the hotel, thus it is important to play on the
safe side by explaining how it works. Air cons controls should be properly demonstrated
so that the guest will have the freedom to regulate temperature they wish to have.

10. Call desk clerk if guest is dissatisfied with the room

When the guest is not happy with the room assign to him, immediately call the
attention of the Front Desk Clerk so that the proper instruction can be done. The guest is
usually transferred to another room which might be more comfortable

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Security and safety requirements

Highly visible doormen and valet parking attendants are a great crime deterrent,
especially on smaller hotel properties. Nothing instills more confidence in a hotel guest
than a capable doorman who greets and makes eye contact with them as they enter the
property. Criminals dont like doormen for two reasons: First, they dont want to be
identified, and second, they dont want to be captured should they have to escape in a
hurry. Without competent curbside security, crimes like purse snatches, car thefts, and
luggage thefts would increase substantially on most urban properties.
A doorman can monitor a property better if the number of entrances is limited,
especially at night. This design philosophy gives the hotel the advantage of making the
criminal feel "out of place" and therefore more likely to be deterred.
In a high-rise hotel, the ground floor lobby presents another major opportunity to
deter crime. The best security designs position the registration, bellman, and concierge
desks in a position to view critical access points. Important access points include the
front, back, or side entrances, elevator banks, lounge, and restaurant entrances. In large
metropolitan hotels, extra attention needs to be paid to guest luggage, briefcases, and
handbags left casually on the lobby floor.

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ROOM TRANSFER
1. The bell Captain, upon receipt of the room change notice from the desk clerk shall
Record the room changes in bellmans Control Sheet, indicating therein the room
number of the new room of the guest.
2. The bell-man shall pick-up the key of the new room and shall proceed to where
the guest is waiting to be moved, with the cart if there are several items to be
transfer.
3. All luggage of the guest shall be loaded to the bellmans cart, making sure that
nothing is over looked or left behind. Then accompany the guest to his assigned
room after taking the key of the former room;
4. After unloading and arranging the guests belongings on their proper places, have
them checked by the guest for completeness and leave the room only after making
sure that the connecting doors are closed and the room is in good order.
5. The Front Desk shall advice the Telephone Exchange of the new room number.
MESSAGE DELIVERY:
1. Duplicate copies of all in house guest messages are to be received at the Front
Desk. They will be brought to the guestroom by the bellman upon receiving
instructions from the desk clerk.
2. The bellman shall get the message (duplicate copies) from the Front Desk;
3. The bellman will knock or activate the doorbell and announce bell Service.
Then shall endorse the message to the guest if he is in the room. If a cable or
package will be delivered, the guest will be requested to acknowledge receipt of
the items by signing the in the duplicate copy/or package or cable logbook.

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DELIVERY OF GUESTS MAIL

2. Mails for guest are usually received at the front desk. But in some hotels, The
Bell station is allowed to received guest mails and packages. Mail should be
time-stamped at point of receipt.
a. If the guest is registered, the guest clerk shall place the mail in the
guestroom slot or mail rack or key rack whichever is used.
b. If the guest is not registered but expected to arrive, mail is place in the
holding rack and the notation is made on the guest reservation card that
said guest has a mail.
3. If the mail or package has defect, this must be recorded at the time of receipt.
Sometimes a mail or package may arrive open or in poor or damage condition. It
is important to tell the guest beforehand before he will not place the blame in the
Front Desk.
4. Mails are to be delivered to the guest by the bellman. In some hotel using hightech electronic telephones, a message indicator light may be returned on in the
guest room. When the guest notices the light, he calls the Front desk who then
tells the guest that he or he has a mail.
Some guest attending special function or meetings expect some materials for he
delivered to the hotel, Guest rely on front office personnel to deliver this quickly,
efficiently, and sometime in person.
5. When the bellboy delivers the mail, he should bring him the logbook for the guest
to sign acknowledgement that he has received his mail.
6. When the guest is not in his room, the bell is ask to slip a message to the guest
room (usually under the room) informing him of a mail that he can claim at the
front Desk.
7. If the guest has checked out, or mail is not picked up within ten days, the mail
shall be sent to the following addresses left by the guest. Mail shall be returned to
the post office if a forwarding address is not known.

SICAT
QA
SYSTEM

COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

Document No. SQAS-002 REG - 011

Issued by SICAT
May 2008
Page 26 of 27
Revision 01

SELF CHECK LO3

1. What is the procedure in entering an elevator?
Answer: the bellman enters the elevator first so that he can hold the door of safely
lead the guest luggage is placed in the side of the elevator, so as no to block the
entrance of the guest
2. How will you handle guest complaints?
Answer: H-ear the guest
E- Emphasize with the guest complain
A-Apologize to the guest
T- Take an action and be responsible for the complains
3. How will you ensure the safety of the guest inside the room?
Answer: Always check the room, even the facilities if they are in a good condition
4. What will you do in lifting items?
Answer: Knee bend and straight body
5. Guest complaints that the air conditioning unit is not cooling. How will you
handle the situation?
Answer: Apologize to the guest and report to the maintenance department.

SICAT
QA
SYSTEM

COMPETENCY BASED
LEARNING MATERIAL IN
FRONT OFFICE NC II

Document No. SQAS-002 REG - 011

Issued by SICAT
May 2008
Page 27 of 27
Revision 01