Program Overview

Front Office Services NC II is a technical-vocational program that teaches students how to receive and process reservations, register, check-in and check-out a guest in hotels and motels, operate a computerized reservation system, provide reception services, conduct night audit, provide club services and porter services.

The Front Office Services NC II program is supervised and accredited by TESDA (a government agency that regulates vocational courses), and TESDA-accredited education institutions may offer this program.

The program may also be incorporated in undergraduate courses such as BS in Hotel and Restaurant Management (BSHRM) and BS in Tourism (BST).

Course Structure

The course structure for Front Office Services NC II is divided into the following modules:

• Basic Competencies (18 hours)
  • Participate in workplace communication
  • Work in a team environment
  • Practice career professionalism
  • Practice occupational health and safety procedure
• Common Competencies (24 hours)
  • Develop and update industry knowledge
  • Observe workplace hygiene procedures
  • Perform computer operations
  • Perform workplace and safety practices
  • Provide effective customer service
• Core Competencies (400 hours)
  • Receive and process reservations
  • Operate computerized reservations system
  • Provide accommodation reception services
  • Conduct night audit
  • Provide club reception services
  • Provide concierge and bell services
  • Provide cashiering services

The lessons in the Front Office Services NC II program are taught to students through lectures and demonstrations, self-paced instruction and group discussions. Student learning assessment and evaluation is conducted at the end of every module.

Is Front Office Services a profession?

Front Office Jobs are usually not considered as professions, because they can be learned in a matter of weeks, and do not require a government certificate.

Entry Requirements for Front Officer Services NC II

The basic requirements for trainees of Front Office Services NC II as set by TESDA includes the following:

• Can communicate in English both in the oral and written form
• Can perform basic mathematical computation

Schools and training centers offering the program may include additional requirements.

What skills, traits and attitude will help you succeed in Front Office jobs?

• Comfortable giving service to others – one of the most important traits that you must possess if you intend to study this program is the willingness to serve others. In the hospitality industry your job will always require you to serve clients. Giving service might be very difficult for people who are not inclined for it.
• Interpersonal skills – establishes and maintains positive mutual working relationships with superiors, workmates and clients.
• Oral and written English skills – in hotels, resorts and travel agencies the use of English is important both to entertain customers and for job related tasks.
• Basic Arithmetic skills – while on duty you might be assigned in the accounting department of an establishment the reason why it’s important to have this skill; in addition you will also take on the role of a cashier during your OJT.
• Administrative skill – basic abilities in organization and planning, computing and scheduling.
• Computer Literacy – most transactions are processed with the use of computers thus its essential to have knowledge of computer use and understand application programs as well as other technologies
• Endurance – the ability to withstand tiresome work such as greeting and entertaining guests, standing up and walking from one area to another and being in an uncomfortable environment.
• Patience – you may encounter irritable and demanding clients therefore you must be patient enough to deal with different types of people.

How difficult is Front Office Services NC II?

Front Office Services is not difficult; the program is described by many as fun and easy.

How long does it take to complete the Front Office Services NC II program in the Philippines?

The standard duration of Food and Beverage Services NC II program according to TESDA regulations is 442 hours: 18 hours of Basic Competencies, 24 hours of Common Competencies and 400 hours of Core competencies. However the duration may be longer due to the OJT or the school's curriculum.

On the Job Training (OJT)

TESDA-accredited institutions may integrate an On the Job Training (OJT) in the Front Office Services NC II program. Students may be assigned in hotels, motels, resorts and other similar businesses. The student will report to the designated authority in the agency who will supervise and guide his practice. The assigned authority will evaluate the student periodically and submit an evaluation form to the assigned TVET trainer.

The required number of hours for OJT varies from one institution to another.

Assessment and Certification

The Technical Education and Skills Development Authority (TESDA) is the regulating body for all vocational courses in the Philippines and is in-charge of the assessment and certification of the competencies of technical-vocational workers through the Philippine TVET Qualification and Certification System (PTQCS). The assessment process aims to determine whether the graduate will be able to perform according to workplace standards based on a defined competency standard. Certification is given to those who meet the competency standards.

The Assessment and Certification process is not required among graduates of vocational courses. Graduate trainees have the option whether to undergo the process or not. However, a TESDA certification will give a graduate an advantage since local and foreign companies who hire skilled workers may require this credential.

Graduates of Front Office Services NCII are advised to take the Assessment and Certification Exam, National Certificate – Level II (NCII).

The National Certificate is only valid for five years, which means that it has to be renewed. The requirements and steps in applying for assessment and certification as well as the methods used for assessment are found in the TESDA website.

Career Opportunities for Front Office Services NC II graduates

• Front Office Desk Clerk / Receptionist – accommodate hotel, motel, and resort visitors by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
• Travel Agency Reservation/Ticketing Officer – work usually takes place behind an agency counter where he helps clients book the necessary travelling requirements. Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
• Concierge – assist patrons at hotel, apartment or office building with personal services. May take messages, arrange or give advice on transportation, business services or entertainment, or monitor guest requests for housekeeping and maintenance.
• Front Office manager – in charge of the front office staff, ensures smooth and efficient operations, and deals with any problems that arise with customers.
• Hotel Night Auditor – prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day.

Salary Levels

The following are common jobs for Front Office Services graduates, along with their monthly salaries:
(source: jobstreet, 2017):

	Fresh Grad	1-4 Years Experienced Employee	Assistant Manager / Manager
Front Desk Officer / Receptionist	P 8K–12K	P 9K–15K
Reservation Officer		P 10K–15K
Ticketing Officer		P 12K–17K
Front Office Manager			P 25K–45K