Front Office Service NC II

Focal Instructor: Mrs. Alma G. Democer


1.Communicate in the Workplace

2. Work in a Team Environment

Effective Teamwork

Teams in the workplace
In the workplace teams are formed to:
a.)communicate information
b.)share ideas

c.)develop options
d.)solve problems

e.)make decisions
f.)coordinate work/tasks

g.)encourage team spirit

Activity 1

1. What other reasons can you think of for work teams to meet in the workplace?
2. Who decides to organize work teams in your organization?
3. Who usually leads work teams in your organization?
4. Who organized your allocation of duties in your work team?
5. How would you set about changing your daily responsibilities?
6. Does this need to be negotiated with someone? Who?
7. Have you ever re-negotiated your daily work responsibilities? Explain

Effective Teamwork
Operating as a Team

When setting up a team the following need to be taken into account:
A team needs enough time for the team to meet, discuss and resolve issues.
Time of day
A team needs to meet at an appropriate time of day for meetings so that the individuals are able to attend and participate effectively.
A team should make a set of rules, which guide how the team works.
A team should be able to meet in a place that provides the opportunity to work without distractions or interruptions.
The comfort of individuals should be considered when finding a place. Temperature, personal space and appropriate seating should be considered.

Activity 2

1. What time of the day do you think team meetings should be organised? Why?

Activity 3

1. What else makes a team effective?
2. How effective is the team you are working in?

Case Study - The team meeting

Each morning the Front of House department holds its team meeting at 6am. Helen the team leader likes having an informal team meeting with her team members in the staff canteen.
There she outlines their daily duties and responsibilities. Each team member is given the opportunity to discuss issues of concern and the team then discusses possible solutions.
At today's meeting Helen tells the team of the airline crew that is arriving just after lunch. The airline is a new customer of the hotel and she wishes that the crew is treated exceptionally well as this could mean further business.
Just before she closes the meeting she reminds the team about room allocation for the aircrew and hopes that they allocate rooms on the riverfront, rather than overlooking the construction site. She doesn't want the aircrew to complain because it might mean losing the deal for the hotel.
The team agrees that the crew should be allocated rooms on levels 20 and above overlooking the river front.
Satisfied with today's meeting, Helen closes it and wishes her team members a great day.

1. Who's the team leader?
2. How often does this team meet?
3. Why has this team meeting been held?
4. Who is coming to the hotel? Why are they important? Explain.




LEARNING OUTCOME : Describe/Identify Team role and responsibility

1. Effective teamwork commonly observed in the work place except one (a. communicate information b. arguing c. share ideas d. solved problems).
2. The (a. member b. president c. general manager d. Leader) is the one who decides to organize work team and usually leads work teams.
3. Role and its responsibilities among each team members can be determine by establishing team (a. unity b. structure c. building d. mates).
4. To (a. clarify b. keep silent c. suggest d. analyze problem) are the keys in solving team problem except one.
5. The role of each team members is expected to performed quality (a. products b. time c. behavior d. service}.
6. There was a saying goes to say, In union there is (a. trouble b. progress c. strength d. conflict).
7. A team needs enough (a. members b. skills c. time d. money) for the team to meet, to discuss and resolve issues.
8. In a team it is necessary to established (a. task b. goals c. priorities d. friendship) before working and assigning each specific responsibilities.
9. Team Goal can only be achieve if there is (a. Honesty b. Commitment c. Laziness d. Flexibility) among team members, except one.
10. Group conflict should be (a. tolerated b. resolved c. accepted d. left behind) so that the spirit of teamwork and its goal will not be affected.

II – Identify the following situations below. And write the correct answer at the space provided either it is GOAL, ROLE, TASK, and TEAMWORK.

1. To satisfactorily serve our clients efficiently and effectively. _
2. Being a leader or a member of the team. _
3. Serving foods to guest or clients in a decent manner. _
4. Calling for a meeting to resolve team problem . _
5. Loving our work with commitment and dedication. _
6. Doing action with authority to come up positive results. _
7. Result- oriented in serving our clients and partners _
8. Remuneration and awards, receiving Certificate of Competency. _
9. Aims to produce highly competitive middle-level manpower. _
10. Lets celebrate for the job well-done! _

Sheet for Observation and questioning checklist

Candidate’s Name

Assessor’s Name

Hilario S. Abecia


Certificate of Competency

Instructions for the Assessor:

  1. __
  2. __
  3. __
  4. __

Date of Observation

Description of Assessment activity

Location of assessment activity

The candidate…

If yes, check the box

§ Identified the role and objective of the team from available sources of information.

§ Identified team parameters, reporting relationships and responsibilities.

§ Identified individual role and responsibilities within the team environment.

§ Identified and recognized the roles and responsibilities of other team members.

§ Identified reporting relationships within team and external to team.

§ Used effective and appropriate forms of communication with team members.

§ Made effective and appropriate contributions to complement team activities and objectives.

§ Observed protocols in reporting using standard operating procedures.

§ Contributed to the development of teamwork plans.

§ Worked in a team to complete workplace activity.

§ Worked effectively with others.

§ Conveyed information in written or oral form.

§ Selected and used appropriate workplace language.

§ Followed designated work plan for the job.

§ Reported outcomes.

§ Communicated appropriately consistent with the culture of the workplace.

Did the candidate’s overall performance meet the standard?


Rating Sheet for Observation and questioning checklist


Satisfactory Response

The candidate should answer the following questions:

1. Can you describe the team role and scope?

2. What do you understand of the word team?

3. What is the purpose of teamwork?

4. What do you understand of the word—group mission statement?

5. What is the chief distinguishing feature of a team?

6. What are the different activities in your (course) that relates directly to teamwork?

7. What are the elements that constitute of an effective team?

8. In a team, who ensures that everyone’s views are taken into account? Why?

9. As a (course) student, What are the possible contributions that you can share as a team member?

10. Is teamwork relevant to a group of (course)? Why?

The candidate’s underpinning knowledge was:
Satisfactory: □ Not Satisfactory: □

Feedback to candidate:

The candidate’s overall performance was:
Satisfactory: □ Not Satisfactory: □

Assessor Signature


Rating Sheet for Demonstration

Candidate’s Name

Assessor’s Name


Certificate of Competency


Instructions for demonstration

  1. Be sure to use effective communication upon demonstration.

Materials and equipment

  1. Simulated environment, relevant workplace where assessment can take place # Materials relevant to the proposed activity or tasks.
ü To show if evidence is demonstrated

During the demonstration of skills, did the candidate:

Participated actively within a team??

Expressed opinions diplomatically and effectively?

Listened to the opinions of others emphatically?

The candidate’s demonstration was:
Satisfactory: □ Not Satisfactory: □


Satisfactory Response

The candidate should answer the following questions:

1. How do you handle conflict in a group?

2. How do you handle put-down-artist in a group?

3. How do you see to it that a team objective is achieved effectively and efficiently?

4. If by chance you happen to discover that a fellow worker is damaging your refutation as an employee, what will you do?

5. How do you handle a situation if the customer requirement is in conflict with the team group mission statement?

The candidate’s underpinning knowledge was:
Satisfactory: □ Not Satisfactory: □

Feedback to candidate:

The candidate’s overall performance was:
Satisfactory: □ Not Satisfactory: □

Candidate Signature


Assessor Signature


Competency Assessment Results Summary

Candidate’s Name

Assessor’s Name

Qualification Applied for:

Certificate of Competency


Date of Assessment

Assessment Center

Camiguin School of Arts and Trades

The performance of the candidate in the following assessment methods for—Research Information Relevant to the Tour Itinerary [Please tick (∕) appropriate box]

Not Satisfactory

· Demonstration

· Observation with Questioning

· Portfolio

Note: Satisfactory Performance Rating shall only be given to candidate who demonstrated successfully all the competencies identified in the above task of the Unit of Competency.

Note: Satisfactory Rating shall only be given to candidates who presented valid and sufficient documents as required in the Portfolio Assessment

Did the candidate’s overall performance meet the required evidences / standards?

□ for re-assessment
□ for submission of document. Pls. Specify (Portfolio Document)
□ for issuance of Certificate. Pls. Specify (Qualification, NC Level)

General Comments [Strengths / Improvements needed]

Candidate’s Signature


Assessor’s Signature






MODULE 1: Receive and Process Reservation

MODULE 2: Operate Computerized Reservation system

MODULE 3:Provide Accomodation Reception Services

MODULE 4:Conduct Night Audit
MODULE 5:Provide Club Reception Services

MODULE 6:Provide Porter Service