12

12

TVL-H.E.-FRONT OFFICE
SERVICES
Quarter 2– Module 3:
OPERATE COMPUTERIZED RESERVATION SYSTEM
(OR)
)
TVL – Grade 12
Alternative Delivery Mode
Quarter 2 – Module 3: Operate Computerized Reservation System
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist
in any work of the Government of the Philippines. However, prior approval of
the government agency or office wherein the work is created shall be
necessary for exploitation of such work for profit. Such agency or office may,
among other things, impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their
respective copyright holders. Every effort has been exerted to locate and seek
permission to use these materials from their respective copyright owners. The
publisher and authors do not represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Leila G. de Guzman
Editor: Madelfa R. Carillo
Reviewer: Jesusa D. Paladar
Typesetter: Madelfa R. Carillo
Layout Artist: Madelfa R. Carillo
M Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P. Aguilar, TM, Ed.D. Elmar L. Cabrera
Nilita R. Ragay, Ed.D.
Antonio B. Baguio, Jr., Ed.D.
anagement Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Printed in the Philippines by ________________________
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P.
Department of Education Aguilar, TM,
–Region Ed.D.
VII Schools Elmar L. Oriental
Division of Negros Cabrera
Nilita L. Ragay, ASDS
Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental
Antonio B. Baguio
Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
 12
FRONT OFFICE
SERVICES

Quarter 1 – Module 3:

OPERATE COMPUTERIZED RESERVATION

SYSTEM (OR)
Introductory Message
For the facilitator:

Welcome to the TVL 12 Front Office Services Alternative Delivery Mode (ADM)
Module on Operate Computerized Reservation System (OR)!

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:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

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.

ii
For the learner:

Welcome to the TVL 12 Front Office Services Alternative Delivery Mode (ADM)
Module on Operate Computerized Reservation System (OR).

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:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in the
module.

This part includes an activity that aims to

What I Know 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.

This is a brief drill or review to help you link

What’s In
the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.

This section provides a brief discussion of the

What is It
lesson. This aims to help you discover and
understand new concepts and skills.

This comprises activities for independent

What’s More 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.

This section provides an activity which will

What I Can Do
help you transfer your new knowledge or skill
into real life situations or concerns.

iii
 This is a task which aims to evaluate your
Assessment
level of mastery in achieving the learning
competency.

In this portion, another activity will be given

Additional Activities
to you to enrich your knowledge or skill of the
lesson learned.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. 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.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. 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!

iv
 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 Preparation of Rooms for Guests (RG) (Clean Rooms).
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 tackles the lesson:

 Operate Computerized Reservation System (OR)

After going through this module, you are expected to:

1. Access and manipulate reservation system information
2. Create and process reservation
3. Send and receive reservation communications
4. Conduct self evaluation on the required performance rating.

1
 What I Know

PRE-ASSESMENT : Write your answer in your quiz notebook.

Match Column A with column B

1. It’s a complex software tool that A.Internet Distribution System

will scheduled the dates and
length of stay for guest as well as
takes payment using a secure
payment portal.

2. It’s a collection of more than 2000 B.PropertyManagement System

internet reservation system,travel
sites or travel portals
Ex.expedia,priceline etc,

3. It centralises all datas from the C. Central Reservation System

Property Management System

4. This is use for the management of D. Reservation Process

the hotel occupancy,check
in/out, guest profile report
generation
5. A computerized network that E. Global Distribution System
enables transactions between
travel industry,airlines,hotels,
car rentals and service providers

2
 Lesson Operate Computerized
3 Reservation System (OR)

Hotels use a variety of computer systems to manage operations of their front

office. These management systems manage a variety of tasks. Large hotels now
operate a computerized booking and reservation system and no longer use the Room
Status Rack because all room bookings, cancellations, amendments and changes in
room status are directly encoded in a computerized room status bulletin/file.

What’s In

The kind of Property Management System(PMS) used evolve due to the wide
variety of hotels currently in the marketplace. Each hotels must consider several
factors in selecting the type of PMS they would use.

Types of reservation systems

Property level / PMS – Property Management System

 Property Management System is a local administration system in the hotel.
This is use for the management of the hotel occupancy,check in/out, guest
profile report generation.This also to control onsite activities.

This type of reservation system could be used by the front office and accounting
transactions and creates a data base which is used as reference for their day to day
transactions.

The database created by the computer system in the Front Office is organized into
various menus, to include:
1. Room Reservation Menu- contains details of:

 Reservation for all guests

 Guests'names
 Number of room nights
 Mode of payment
 Type of reservation
 Arrival and departure
 Advance deposits or payments etc.

3
It also contains:

 Group bookings
 Room forecast
 Reservation report
 Travel agency’s commission
2. Registration Menu
Contains guest list and details of their registration. It also has data on Guest
Folio (consumption and charges, balance). This menu prints the registration
card, makes Front Desks reports, does the room blocking and updates the
room status. It also has a guest message.
3. Night Audit Menu
Contains data on:
 Point of Sale (POS)
 Various accounts
 Trial audit report
 And other related data
4. Housekeeping menu
Incorporates data on room status that is consistently updated every after
room check; Guest information based on registration record, room blockings
and various housekeeping reports. Like other menus, It also has a guest
message center.
5. Uniform Services Menu
The software has the option to create in this menu a data base that serves
as :
 Guest locator
 Guest message center

Central Reservation System (CRS)

 It’s a type of reservation software to update and maintain hotel information
like managing the room rates and making the reservation in a real time
 It managed multitude of distribution channel for 3rd party bookings, direct
internet booking, global distribution system
 It centralises all datas from the Property Management System

Global Distribution System (GDS)

 A computerized network that enables transactions between travel
industry,airlines,hotels, car rentals and service providers
 It uses realtime inventory to service providers

There are currently four major GDS systems:

Amadeus
Galileo
Sabre
Worldspan

Internet Distribution System (IDS)

 it’s a collection of more than 2000 internet reservation system,travel sites or
travel portals
 Enable travellers from many different market segments to use desktop and
mobile devices to reserve a hotel rooms ,book flights and select car rentals

4
  Example of IDS are Expedia , hotels .com Orbitz ,hotwire ,Priceline and
Travelocity

Notes to the Teacher

The following are information that would lead to the
activities and assessment. Some activities may need your
own discretion upon checking or you may use a rubric if
provided. Please review the activities and answer keys
and amend if necessary.

What’s New

Direction : In a your quiz notebook, answer the following questions.

1. What exactly is a hotel reservation system?

2. Who uses a booking system and how does it work?
3. What benefits should you expect from a booking system?

What is It

Types of Reservation
1. Regular reservation- Refers to an agreement that a hotel makes to hold a
room until cut-off date and time. If the guest does not arrive by the time, the
room maybe sold to the other guests.
2. Confirmed reservation – applies when the terms of reservation have been
verified. Both the hotel and the reserving party agree on the dates, rates and
billing arrangements, room types and other arrangements. This reservation
is confirmed to the guest verbally or in writing through mail, email and fax.
3. Guaranteed reservation- is an agreement that the hotel makes to hold a room
for a guest until the guest arrives. In return, the guest or his sponsor assures
payment for the room using his credit card, or his company account or by

5
 making a pre-payment. Unless the reservation is properly cancelled, the guest
is billed for the room including the applicable taxes.

Access and Interpret Reservation System Accurately

Hotel Reservation System – it’s a complex software tool that will scheduled the
dates and length of stay for guest as well as takes payment using a secure payment
portal. It is also a tool or an online piece of software used at the reception desk .

The person who will access the reservation system, it can be a guest or a reservation
agent can choose rooms and in a more advance system they can add extras for the
arrivals like requesting a wine ,flower and fruits, all in one place.

For the guest,this tool can complete the transaction quickly, efficiently in the comfort
of their own time and place.

Benefits of Booking system :

 Less work for the front office

 When the guest book themselves, the reservation will simply pop into the
system with all the details, so the fron office will only prepare for the guest
arrival.
 Lessen the chances of losing or mucking up a reservation
 Minimize Human Failure because the guest can place the arrival date itself
If something went wrong of the arrival dates then the company will not be
blame.
 Uncomplicated data gathering
 It can feeds large number of bookings in the sytem,guest amenities
prefered. It’s a very useful tool that will help customer service and
marketing

1.1. Use all system features to access a range of information

It’s important to know which features are essential, not only for you but also for your
customers. Here are the features that you both want and need from your reservation
system
1. Online payment processing
A Reservation system that provides secure online payment portal will be most
likely the customers will prefer. Its easy and convenient for them to book rooms
and pay it in an instant.

2. Automatic communications
Automatic emails is the new normal activity in travel industry.The customer
wants to have an immediate response on the room they have booked. This will
also improve guest communication.
3. Channel management system
In order to improve online bookings and distribution you need to market your
rooms/property to online travel agents ( OTAS )
With channel manager , you can display live inventory and current rates
across all channels that includes hotel websites.

6
 4. Advance Reporting
It can create customized reports involving precious information about your hotel
in a daily basis weekly, monthly or yearly performance of the establishment

5. Mobile management technology

This allow you to track hotel reservation from your preferred mobile device .It
helps you managed your hotel anywhere you go.
What is a reservation process?

 It is an act of taking room request and process the booking in a certain

hotel
 Details of the reservation is being kept in hotel data base that serve as a
base data of the guest that wants to check in.
 Reservation comes in different distribution channel, it may be come in a
form of letter,email,facsimile,phone call or simply by a walk in guest.

Methods to guarantee reservation

1.Credit card

2. Advance deposit of partial payment

3. Travel agents
4. Corporate accounts

5. In house voucher

Sources of Reservation

 Travel Agent
 Companies /Corporate Houses
 Airlines
 Embassies
 NGO’s
 Government Office and Ministries
 Personal Approach
Sample dialogue: Making Room Reservation on Telephone (SOP)

Step 1 : Answer the phone within 3 rings

Step 2: Greet the guest properly.

Ex :Good morning. Front Desk, this is Cristina(front desk clerk's name )from
ABC hotel. How may I help you ?

Step 3:In this stage be sure about the name and when guest wants to check in and
check out. Try to understand this conversation:

Guest: "I want to make a reservation"

I am Carlo Yu.

7
Agent: Ok, Mr. Yu, are you our priority Club Member?

When do you paln to reserve a room?

( Ask to ensure about guest) or

" Did you stay here before?"

(If guest say yes then ask the following question)

"May I have your previous check in and check out date, please?"

( Ask this question to know what price was offered before and what is
guest's preference and other information related to that particular guest)

Step 4: After confirming about the guest, proceed to the next level. In this case, first
look for the room inventory. You may find either a vacant room or no roo for sale.
Now , follow these steps in those cases.

If you don’t find any room available:

Now you approach will be to know which room will best suit the guest. Follow these
steps:

Agent:OK, Mr. Yu, will you travel alone or not?

(As agent, your duty is recommend a room suited to the guest. If the guest is
traveling with family then you cannot recommend a single room. In this case, you
must look for a family room or other rooms for more than one person.

Agent:Mr. Yu, currently we have adeluxe room, suite and studio room to
accommodate your family.

(If you have different types of rooms vacant then give some options to the guest.)

Step 5: Try to highlight different features of each typeof rooms and their price.If
there is any discounted offer, offer it. Be ready all the time for upselling.

Step 6:Make reservations properly. First be sure about guest name.

Guest: It is C-A-R-L-O and then Y-U.

Agent: It is C-A-R-L-O and then Y-U.

(Use phonetic alphabet if possible)

Guest: Yes, you are right.

Then politely request him for a quaranteed booking.

Agent: Mr Yu, as you know our hotel is a busy hotel. So, I would like to recommend
that you guarantee your booking as we have a very high occupancy rate.

Step 7: Explain your procedure for guaranteed reservation.

Agent: Mr Yu, I just place your reservation as guaranteed. This will ensure your
booking . Now if you do not come on XXX date, without informing us then one

8
night will be charged to your credit card as penalty. However, if you wish to change
your reservations, then you have to inform us 24 hours in advance. I guess you
understand our policy.
Step 8: Get contact details

Agent: May I have your contact number and address, please.

Step 9: Offer more services to your guest.

Agent: Mr. Yu, we are offering other services for our guest. Would you like us to
arrange for a pick up service from the airport?

Guest: Yes, that's great.

Agent: Ok Mr. Yu. For transportation facility, both fax or telephone and credit card
guarantees are required. As soo as we receive your confirmation, our concierge will
contact you and make all the arrangements.

Step 10: Now you will approach to close down the selling. Repeat all required
information to be sure that you have made proper reservation.
Agent: So now Mr. Yu, I am going to repeat your reservation details. You like to be
checking in on XXX and your checking date is XXX. You preffered a non smoking,
twin bedded supreme room for you and your family. Room rent is Php per night
which includes complimentary breakfast. You also pay in advance for
transportation service. Your confirmation number is XXX.
Guest: Yes, you are right.

Step 11: Thank the guest fir his call and finish the conversation.

Agent: Thank you, Mr. Carlo Yu for choosing ABC hotel. Certainly, you have made
the right decision.So, Mr. Yu see you on XXX. Have a great day.

Mode Of Reservation

1. Written Mode
Letter – Mostly used by travel agents,tour operators,companies and corporate
houses who send their reservation request to the hotel using the letter head of the
company
Fax - it’s an electronic scanning technique to send copies or document over an
ordinary telephone line.

Telex - Tele Printer Exchange involves the use of specialized telephone lines, where
the message is communicated in a written form.

Email - This is a common method of communication ,email or electronic mail hat

makes it possible to contact the hotel instantaneously. The hotel will process the
reservation request on the basis of the details given. This mode of reservation is fast
and very convenient.

2. Verbal Mode - Reservation requests may also reach the hotel through verbal
mode or oral communication i.e. in person or over the telephone. The
advantage of oral communication is that it generates immediate response and

9
 feedback and is very fast and convenient. Additionally, the guest can get
complete information and clear any doubts through oral communication.
In person - This is where the individual or person will go directly to the hotel and
make a reservation other term is walk in Reservation. He /she can received
immediate confirmation number.

Telephone – This is also very common way of communication, you can received
immediate booking confirmation.The reservation agent takes the details of the
reservation in sequence pattern.

Online Mode – The online mode is preferred mode of booking in this time of internet,
web,and mobile.

Web – The clients can book via web browser like the hotel website or any booking
engine, different travel agents,review sites like tripadvisor and etc.

Mobile App -Bookings can be delivered to hotels on a third party mobile apps

Social Media – Hotel reservations can be made via different social media like
facebook,twitter, instagram etc.

Reservation updates and amendments.

 When the guest/bookers call up the hotel for reservation updates and
amending reservation, the reservation agent should take down the original
booking on reservation form ( Guest last name,reservation number etc)
 Address the guest by his/her name as possible
 Ask permission to the guest to keep the call on hold
 Locate the original booking records from the property management software (
PMS
 Reconfirm the booking details e.g.: guest name, arrival departure date,
reservation number etc. with the guest again to make sure that you have
 Retrieve the correct reservation record.
 Enquire with the booker / guest on what amended to be made on the
reservation. Eg: guest might like to extend the number of days of stay or want
to shift his stay to another period.
 Check the availability of both hotel and room type in the hotel software before
confirming the amendment to the guest.
 If the guest had booked the original reservation on a Best available rate or
special packages, reservation agent should check the availability of these
special rate and packages on this new date as well.
 Any changes on rate or packages should be communicated to the guest.
 If the guest is shifting the arrival date to a different date then take down the
new pickup / flight details. In case the guest requires a pick up form the hotel.
 ll details have to be reconfirmed to the Guest.
 Make the required amendments on the reservation record in system.
 Valid payment method has to be taken for the new stay details.

10
  Apply the Rate changes if any due to the amendment.
 Generate a new confirmation letter to the guest which clearly shows the
amended booking details.
 Send the amended reservation confirmation letter to the guest email / fax.
 Wish the guest a nice day ahead

What’s More

Directions : Memorize the sample dialogue on how to make room reservations. Using
your cellphone ask anyone to video your performance while doing the dialogue on
how to make room reservations. Send your video through messenger.
Rubric for Scoring

CRITERION STRONG AVERAGE WEAK

(10) (7) (4)
Displaying of Demonstrates Shows clarity, Performance is
familiarity of the clarity, conciseness and unfocused,
sample conversation. conciseness and a few error in the contains serious
less error in the portrayal of the errors, and not
portrayal of the dialogue. Well well presented
dialogue.Well presented.
presented.
Over all impact 10 pts

What I Have Learned

Direction: Copy this in your notebook and share your learning, insights/reflection.
I have learned that
______________________________________________________________________
______________________________________________________________________

I have realized that that

______________________________________________________________________
______________________________________________________________________

11
I will apply
______________________________________________________________________
______________________________________________________________________

What I Can Do

Direction : Make a Room Reservation Menu . Make at least 2. Use two types of
guest and two types of room occupancy. Write your Room Reservation Menu in a 5
x 8 index card or use a short bond paper and make it into a 5 x 8 size.

Assessment
Multiple Choice : Read the each question carefully and choose the best answer
using your quiz notebook.

1. A Guest folio consist of data of the customer except:

A. consumption C. charges
B. room blocking D. balance

2.It is a reservation system that provides secure online payment portal.

A. channel management system C. online payment processing

B. advance reporting D. automatic communications

3. It is a computerized network that enables transactions between travel industry,
airlines,hotels, car rentals and service providers.
A.central reservation system C. internet distribution system
B. property management system D. global distribution system
4. They are all sources of reservation except:
A. letters C. travel agent

B. personal, approach D. companies/corporate

5. It is a mode of reservation via different platforms like Facebook, twitter,

Instagram, etc.
A. web C. internet
B. letter D. social media

12
6 . It is an agreement that the hotel hold a room for a guest until the guest arrives.
A. confirmed reservation C. regular reservation

B. guaranteed reservation D. partial reservation

7. They are all benefits of booking system except:

A. less work for the front office C. online payment processing
B. less complicated data gathering D. lessen the chances of losing a
reservation
8. Night audit menu contains data on, except:
A. room blockings C. trial audit report
B. various accounts D. point of sales

9. It is a collection of more than 2000 internet reservation system,travel sites or

travel portals.
A. global distribution system C. internet distribution system
B. central reservation system D. property management system

10. They are all methods of guaranteed reservation except:

A. in house voucher C. credit card
B. letter D. corporate accounts
11. It is the new normal activity in travel industry wherein customers wants
immediate response.
A. online payment system C. advance reporting
B. channel management system D. automatic communications

12. It is the most essential part of reservation.

A. occupancy C. booked
B. availability D. lodging
13. It must be taken for the new stay details.
A. amended reservation C. valid payment method
B.rate changes D. special packages

14. This are reservations where the individual or person will go directly to the hotel
and makes a reservation.
A. in person C. on line
B. telephone D. email
15. It is an act of taking room requests and process the booking in a certain hotel.
A. reservation process C. advance reporting
B. management technology D. booking system

13
16. They are global distribution system except:
A. Amadeus C. Sabre
B. Galileo D. Socrates
17. It incorporates data on room status that is consistently updated every after
room check.
A. housekeeping menu C. uniform services menu
B. registration menu D. night audit menu
18. It is a type of reservation software that updates and maintain hotel
information.
A. property management system C. global distribution system
B. internet distribution sysytem D. central reservation system
19. This system allows you to track hotel reservation from your preferred mobile
device.
A. online payment C. mobile management technology
B. channel management D. advance reporting
20. It is applied when the terms of reservation have been verified.
A. regular reservation C. guaranteed reservation
B. confirmed reservation D. internet reservation

14
 Answer Key

c 20. b
1.b 2. c 3.d 4.a 5. D 6.b 7.c 8.a 9.c 10.b 11.d 12. a 13. c 14. a 15. b 16. d 17. a 18. d 19.

ASSESSMENT

e 5.
b 4.
c 3.
a 2.

1. d
WHAT I KNOW

References
Content

Front Office Services book by: Victor P. Caylao Jr.

Front Office Management and Operations book by: Ahmed Ismail

Web

https://www.deped.gov.ph/wp-content/uploads/2019/01/Front-Office-Services-NC-II-CG.pdf

https://www.xotels.com/en/glossary/pms-property-management-system

https://quizlet.com/352078546/types-of-reservation-flash-cards/

https://www.siteminder.com/r/technology/hotel-cloud-technology/why-reservation-system-
important-hotel/

https://www.littlehotelier.com/r/small-hotel-technology/5-essential-features-user-friendly-
reservation-system/

15
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

16