STUDY GUIDE Front Office NC II Online Training (80 hours) Prepared by: Raymark
STUDY GUIDE Front Office NC II Online Training (80 hours) Prepared by: Raymark Grado Angeles INTRODUCTION This unit of competency deals with the skills, knowledge and attitude required to receive and process reservations for a tourism or hospitality product or service offered for sale through agents or direct to the consumer. OBJECTIVES: At the end of this module, you should be able to: 1. Receive reservation request 2. Records details of reservation 3. Update reservations 4. Advise others on reservation details KEY CONCEPTS LO 1. Receive reservation request o Product knowledge as appropriates to the specific industry sector. o Reservations and bookings terminology o Relationships between different sectors of the tourism industry in relation to reservations and bookings including sources of reservations o Principles which underpin reservation procedures LO 2. Records details of reservation Standard Welcome Phraseology Checking-in Procedure Front Office Activities House Rules and Policies Industry Standards LO 3. Update reservations Policy and Procedure in Handling Guest Services Order in Which to Walk Guest Flow and Procedure in handling Guest Complaints Industry Policy and Procedure LO 4. Advise others on reservation details Checking-Out Procedure Types of FO forms and its Information Handling Guests Needs and Its Procedure *Self-paced learning materials are uploaded in the lms.lmmsat.com LEARNING RESOURCES 1. Self-paced Learning Materials uploaded in LMS (Interactive Book-type lessons, H5Ps, Online presentations, etc) 2. Webinars 3. Demonstration Videos 4. Lecture Videos 5. Task Sheets and Performance Criteria Checklist. STUDY QUESTIONS LO 1. Receive reservation request 1. What are the product knowledge as appropriates to the specific industry sector? 2. What are the different types reservations and bookings terminology? 3. What are the relationships between different sectors of the tourism industry in relation to reservations and bookings including sources of reservations? 4. What are the different principles which underpin reservation procedures? LO 2. Records details of reservation 1. What are the standard Welcome Phraseology in welcoming guest? 2. What are the steps in checking-in Procedure base on Industry standards? 3. What are the different types of Front Office Activities? 4. Site the House Rules and Policies Industry Standards? LO 3. Update reservations 1. Policy and Procedure in Handling Guest Services 2. Order in Which to Walk Guest 3. Flow and Procedure in handling Guest Complaints 4. Industry Policy and Procedure LO 4. Advise others on reservation details 1. Checking-Out Procedure 2. Types of FO forms and its Information 3. Handling Guests Needs and Its Procedure ACTIVITIES Online Activities 1. Orientation Program a. Attend the Trainees Orientation Program to be held via Google Meet Webinar on October 16, 2020, 2:00PM b. Access the Learning Management System, lms.lmmsat.com, and Read the Study Guide. c. Participate in the Discussion forum entitled “Self-Introduction” d. Take the Pretest Exam 2. Daily Webinars (8:00AM) – Attendance is checked 3. Online learning activities a. Read eLearning contents in books and presentations b. View videos; c. Use interactive eLearning materials d. Take quizzes; (graded, have 80% passing and limited to 3 attempts) e. Participate in Forums; (required) Note: A Certificate of Completion shall be awarded to those who participated in all forum discussions and pass the quizzes and posttest 4. Workshops (Individual and group) – creating/enhancing the eLearning environment a. The participant shall prepare all components needed for eLearning for the LO assigned to him/her to be uploaded in the development site: teampangasinan2.gnomio.com b. The participant can access the development site using the user credentials provided to him/her by TESDA-LMMSAT FeLS Team c. The participant shall refer to the task sheet uploaded in the training site for his/her hands-on exercises d. A study guide for the whole Unit of Competency and a Technology Plan based on the installed eLearning technologies shall be collaboratively prepared by the members of each group 5. Role-play and or demonstration on how to conduct and participate in a webinar. One of the following will be assigned for his/her Institutional Assessment: a. Orientation b. Demonstration of providing Technical/learner support c. Monitoring learning Activities 6. Institutional Assessment a. Computer -based test b. Demonstration with questioning c. Portfolio assessment STUDY SCHEDULE Please refer to the schedule for your reference DATE /PERIOD TOPIC/S ACTIVITY* VENUE AND TIME NO OF HOURS Trainees Induction Google Meet 1 hour Program 2:00PM Orientation to the Online Read Study Guide ONLINE 35 Minutes Training Participate in the Discussion Forum- Self- 25 Minutes Introduction 30 Minutes Take Pretest • Watch the self-paced learning resources lms.lmmsat.com 1 hour uploaded for “Lesson 1: eLearning October 16- 18, 2020 LO 1: RECEIVE RESERVATIO N REQUEST concepts” • Watch lecture video on “Product knowledge as appropriates to the specific industry sector” • Take Quiz 1.1 • Read presentation on “Lesson 3: Reservations and bookings terminology” • Read “Lesson 4: Relationships between different sectors of the tourism industry in relation to reservations and bookings including sources of reservations • Take Quiz 1.2 • Read “Lesson 5: • Principles which underpin reservation procedures " Read “Lesson 1: Standard Welcome Phraseology 2 hours and 30 minutes ” • Complete Task Sheet: Develop Study Guide • Read Lesson 2: Checking-in Procedure LO 2: RECORDS DETAILS OF RESERVATION • Read Lesson 3: Front Office Activities • Participate in the Forum: eLearning Engagements and • Read Lesson 4: House Rules and Policies . • Read Lesson 5: Industry Standards • Take Quiz 2.2 • Read Lesson 1: Policy and Procedure in Handling Guest Services 1 Hour LO 3: UPDATE RESERVA TIONS • Read Lesson 2: Order in Which to Walk Guest • Watch video about Simple Course Q & A Forum • Read Lesson 3: • Flow and Procedure in handling Guest Complaints Generated Reports • Read Lesson 4: Providing Learner Support Services in Online Learning • Take Quiz 3.2 LO 4: ADVISE OTHERS ON RESERVA TION DETAILS • Read Lesson 1: Checking-Out Procedure • Read Lesson 2: Types of FO forms and its Information • Take Quiz 4.1 • Read Lesson 3: Handling Guests Needs and Its Procedure ONLINE LMS (Training Site) 1 Hour • Participate in the Webinar Google Meet 09:00 AM 2 Hours Daily Webinar Developing Course Site and Completion of Task Sheets: • Complete Task Sheet: ONLINE Lms.lmmsat.com and teamangasinan2.g nomio.com 14 Hours UNIT 1: RECEIVE RESERVAT ION REQUEST October 19- 20, 2020 Complete Task Sheet: Product knowledge as appropriates to the specific industry sector. Complete Task Sheet: Reservations and bookings terminology Complete Task Sheet: Relationships between different sectors of the tourism industry in relation to reservations and bookings including sources of reservations Complete Task Sheet: Principles which underpin reservation procedures Completion of Task Sheets: UNIT 2: • Complete Task Standard Welcome Phraseology • Complete Task Sheet: Checking-in Procedure • Complete Task Sheet: Front Office Activities • Complete Task Sheet: House Rules and Policies • Complete Task Sheet: Industry Standards REFERENCES: 1. CBC Facilitate eLearning Sessions 2. CBLM Facilitate Learning Sessions 3. Online Researches, Journals/Articles (See Learning Materials) October 21- 22, 2020 Daily Webinar • Participate in the Webinar Google Meet 09:00 AM 1 Hour Demonstration INSTITUTIONAL ASSESSMENT • Demonstrate one of the following based on the task sheet that will be assigned to you: ONLINE Google Meet 15 hours (including preparation time) § Simulate Task Sheet 1: Receive reservation request § Simulate and Demonstrate: Records details of reservation § Demonstrate Task Sheer 2: Update reservations Simulate and Demonstrate: uploads/Voyage/ study-guide 37 .pdf
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Gratuit pour un usage personnel Attribution requise- Détails
- Publié le Fev 06, 2022
- Catégorie Travel / Voayage
- Langue French
- Taille du fichier 0.3353MB