LESSON PLAN IN FRONT OFFICE SERVICES GRADE 12 (TVL TRACK)

By: Kristel Faye O. Adrias

I. Objectives

At the end of the lesson, students should be able to:

a. discuss the main function of front office

b. observe the process in Front Office Department by performing a demonstration on
how to check in the guest and check out in a hotel.
II. Subject Matter
a. Topic: Front Office
b. Key Concepts: Nerve center and Hub Center
c. References: The Hospitality Industry by: Celia Carino and Ma. Pamela Beltran
d. Materials: PowerPoint presentation
e. Value Focus: Courteous

III. Lesson Proper

Teacher's Activity

A. Engage
A. Engage
Show video to the students of the operation of Front Office Department in a hotel industry and
give them questions on what they supposed to answer after the video presentation. (What is the
main function of the front office? What are the steps in checking in and checking out of the
guests? Why is it that Front Office Department is called as a “Hub Center or Nerve Center” of
the Hotel?)
Engagement Examples:
 greet the guests, telephone etiquette, assisting guests to their respective rooms
Why is it that the Front Office serves as a Hub Center or Nerve Center of the hotel? (They
have a direct contact to the guest; get the phone reservations for rooms and banquets.)

What is the first thing that the Front Office will do in getting a phone call? (Greet the guest,
listen attentively)

B. Explore
Group the students into 4 members. The two of them will act as a Front Office Associate, the
other member will act as a Bellman and the other one will act as a guest. Each of the group will
be given a ten-minute to present a role play on how to check in the guest. They will handle
phone reservation and check in the guest. They are given a ten minute to entertain and prepare
the form for checking in the guest. The proper etiquette will be observed. One student will
entertain the guest, get the information needed, and collect the incidental charges and other
concerns. The other student will escort the guest to the waiting area (Hotel Restaurant) while
waiting for his room to be ready. The students act as a bellman will assist the guest to his room,
get his luggage and put this to his respective room. The bellman must able to explain briefly
the amenities of room.

After the presentation of the first group, their classmates must have their own observation.
They will have the time to speak their observation. They present a fast but complete checking
in process. Have their classmates properly show the proper etiquette.
 C. Explain
The main function of the front office department serves as the “Nerve Center of the Hotel”.
The front office main duty is to provide outstanding services to exceed guest needs. Guest service
agents take reservations, register guests, allocate rooms, answer guest inquiries, provide
information on restaurants and attractions, and check out guests. The proper spills to say when
the guest arrives, ready for checking in and check out the guest. Then, if the guest is angry they
need to control their emotions. The guest is always right just listen attentively and still speak
nicely.
The steps in checking in the guest:
1. Locate the Guest on the Arrivals screen
2. Check-In
3. Read guest Reservation Notes

D. Elaborate
1. Ask the students randomly, will prepare a fish bowl with their names rolled in a sheet of paper.
They need to prepare themselves tomorrow for the oral recitation. Will ask them one by one,
regarding the process in checking in and checking out of the guest and the main function of Front
Office Department.
2. Show different spills in checking in the guest. Let the students identify if this is a good spill or a
bad one. You can lead the class: A good spill and Bad Spill?
3. Give a situation regarding complaints in the Front Office Department and let the class tackle it.
Gather their answers and let the student speak their own opinion. (If the guest insisted that they have a
reservation in rooms and the Front Office Associate can’t find the name of the guest in re4servation
form. What will you do if you are the Front Office Associate? Let the guest checks in or not)
E. Evaluate
1. Have students write their own definition of why the Front Office Department called as Nerve
Center.
2. Have students speak the steps in checking in and checking out of the guests.
3. Have students memorize the right spills in greeting guests.

Reflection:

The students learns fast when they execute and perform the actual scenario. They are very
attentive when you gave them situations that they can express their feelings and opinions. You
can give more situations in order for them to think diligently.

Instructional Decision

Using video presentation and PowerPoint presentation really do help them in order to learn and
can observe well. They can thoroughly understand why is it the Front Office Department called
as Nerve Center of the hotel.