TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

National Assessment

for

FRONT OFFICE SERVICES NC II

ASSESSOR’S GUIDE
NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

1. To attain the National Qualification of FRONT OFFICE SERVICES NC II, the

candidate must demonstrate competence covering all the units of competency
listed in below. Successful candidates shall be awarded a National Certificate
signed by the TESDA Director General.

CODE NO. BASIC COMPETENCIES

500311105 Participate in workplace communication

500311106 Work in team environment
500311107 Practice career professionalism
500311108 Practice occupational health and safety procedures

CODE NO. COMMON COMPETENCIES

TRS311201 Develop and update industry knowledge

TRS311202 Observe workplace hygiene procedures
TRS311203 Perform computer operations
TRS311204 Perform workplace and safety practices
TRS311205 Provide effective customer service

CODE NO. CORE COMPETENCIES

TRS5123105 Receive and process reservations

TRS5123106 Operate computerized reservations system
TRS5123107 Provide accommodation reception services
TRS5123108 Conduct night audit
TRS512305 Provide club reception services
TRS5123109 Provide concierge and bell services
TRS5123110 Provide cashiering services

1. Assessment shall focus on the core units of competency. The basic and common
units are assessed concurrently with the core units.

2. The following are qualified to apply for assessment and certification:

 Graduates of formal, non-formal and informal including enterprise-based

training programs

 Experienced Workers (wage employed or self-employed)

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EVIDENCE PLAN

Qualification: FRONT OFFICE SERVICES NC II

 Receive and process reservations
 Operate computerized reservations system
 Provide accommodation reception services
Unit of competency:  Conduct night audit
 Provide club reception services
 Provide concierge and bell services
 Provide cashiering services
Ways in which evidence will be collected:

Demonstration with Oral

Observation /

Questioning
The evidence must show that the candidate …

RECEIVE AND PROCESS RESERVATIONS

Receive Reservation Request

 Acknowledges customer making a reservation using property standards X

 Determines requests availability of room * X

 Offers alternatives, including waitlist options, if requested booking is not
X
available.
 Answers inquiries regarding rates and other product features accurately * X

Record Details of Reservations

 Records complete customer details in the system accurately * X

 Checks and uses guest profile/history if available in making the
X
reservation *
 Records special request clearly in accordance with establishment
X
requirements
 Completes, explains, and confirms reservation details of customer
X
bookings *

 Files reservations according to property standards. X

 Prepares and issues documents and other materials to the customer in

X
accordance with the requirements of the specific reservation

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Update Reservations
 Records or updates reservation payments and deposits of the reservation
X
accurately in accordance with the property standards *
 Receives, process and records amendments and cancellations of
reservations in accordance with customer request and property X
standards. *
Advise Others on Reservation Details
 Communicates general and specific customer requirements and
X
reservation details to appropriate departments and colleagues.*
 Follow ups and addresses customer’s requests, and ensures that all
X
specific requirements in his reservation details are prior to guest arrival.
OPERATE A COMPUTERIZED RESERVATION SYSTEM

Operates computerize reservation system based on property standards

 Accesses and accurately interprets reservation system * X

 Uses all system features to access a range of information X

Creates and Process Reservations

 Checks availability of the required booking in accordance with the system
X
functions and requirements
 Creates new reservations using the format required by the computerized
X
system.*
 Retrieves bookings using the format required by the computer system * X

 Records, updates, and stores amendments X

 Downloads and prints reservation details. X

Sends and receives reservation communications

 Creates internal communications using the required features of the
X
system
PROVIDE ACCOMMODATION RECEPTION SERVICES

Prepares reception area for guest arrival

 Prepares and checks functionality of reception area and all necessary
X
equipment.
 Checks and reviews daily arrival details prior to guests arrival * X

 Allocates rooms in accordance with guest requirements X

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 Follows up uncertain arrivals or reservations in accordance with property

X
standards
 Compiles and distributes arrival list to relevant personnel. X

 Informs colleagues on special situations in a timely manner. X

Welcomes And Registers Guest

 Welcomes guests* X

 Confirms reservation details with guest X

 Registers guests with or without reservations according to establishment
X
systems and procedures
 Applies correct accounting procedures * X

 Issues room key/electronic cards, guest mail and messages to guest. X

 Follows procedures where rooms are not immediately available or
overbooking has occurred Monitors and reports discrepancies in guest X
arrivals.*
 Monitors and reports guest arrivals and discrepancies between actual and
X
expected arrivals are reported in accordance with property standards.
Performs “During Stay” Functions

 Address all guest requests during in-stay according to property standards. X

 Responds promptly to inquiries to guests’ satisfaction. X

Organizes Guest Departure

 Reviews and checks departure list. X

 Gathers information on departing guests from other departments to
X
facilitate the preparation of account *
 Facilitates information of departing guest from other departments. X

 Generates and explains guests’ accounts X

 Recovers key electronic card from guest X

 Acts or refers guest request to appropriate department X

 Processes express and group express check outs * X

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Prepares Front Office Records And Reports

 Prepares and updates front office records. X

 Follows establishment policies with regards to room changes, no shows,
X
extensions and early departures
 Distributes reports and records to appropriate departments. X

PROVIDE CONCIERGE SERVICES

Handled Guest Arrivals And Departure

 Reviews expected daily arrivals and departures and requested for major
X
guest movements in accordance with established standards.
 Directs guest to appropriate area for registration. X
 Assists guest on luggage in accordance with established procedures and
X
safety requirements
 Escorts guest to rooms and where appropriate courteously
showed/explained the establishment/room features in accordance with X
established procedures
Handled Guest Luggage
 Transports and delivers guest luggage to correct location within
X
appropriate timeframes
 Operates luggage storage systems in accordance with established
X
procedures and security requirements
 Marks and stored luggage to allow for easy retrieval following established
X
procedures
 Places luggage within the storage system X

Responded To Request For Bell Desk Services

 Provides concierge service promptly in accordance with establishment’s
X
security and safety requirements *
 Liaises colleagues and other departments to ensure effective response to
X
guest request. *
Manage Intoxicated Persons

 Determines levels of intoxication of customers

 Refers difficult situations to an appropriate person

 Applies appropriate procedures to the situation and in accordance with
enterprise policy *
 Applies legislative requirements

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CONDUCT NIGHT AUDIT

Process Internal Financial Transactions

 Double checks transactions to ensure that they have been posted in the
X
property’s computerized system.
 Identifies and reconciles financial and systems discrepancies according to
X
property standards
 Verifies and reconciles room rates and room status. X
 Suggests internal financial system and control for improvements in the
X
property’s operation.
Completes Routine Records And Reports

 Completes routine records and reports within designated timelines X

 Forwards reports to appropriate persons and department X

PROVIDE CLUB RECEPTION SERVICES

Provides information on club services and process memberships X

 Provides accurate advice and information on club services and facilities to
customers and club members as required according to established X
standards. *
 Explains club membership and club rules to the public and members
X
following the standard procedures*
 Explains membership application forms; completely filling it out in
X
accordance with enterprise standards *
 Records and maintains membership records according to standard
procedures *
Monitors Entry To Club
 Checks membership badges/cards in accordance with established
X
standards *
 Assists guest to ”sign in” in accordance with government and enterprise
X
requirements
 Checks compliance of members in accordance with established policy
X
and procedures
 Refers disputes over entry to club to security, supervisor or other relevant
X
person according to enterprise policy
PROVIDE CASHIERING SERVICES

Prepares Guest Folio

 Checks and posts late charges and unposted checks with other
X
departments.

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 Prints and readies guest folio to be presented to guest. * X

 Presents guest folio for review and approval. X

Collects Cash, Cash Equivalents Or Non-Cash Transactions

 Accepts and counts cash in front of the customer * X

 Processes credit cards or debit cards according to property standards. X

 Accepts payment of foreign currency according to property standards. X

 Processes traveler’s check is processed according to property standards X

 Processes other billing settlement using property standards.* X

Process Receipts And Payments

 Presents and issues correct receipts to guests X

 Records transactions to guest account in the computerized system X

 Processes check out guest based on property standards X

 Performs transactions to the satisfaction of guest and according to
X
property standards
Reconciles financial transactions at the end of the shift.

 Performs balancing of cash float in accordance with property standards X

 Segregates and counts cash, cash equivalents, and non-cash. X

 Determines, tallies, and balances between computerized system and sum
X
of cash and non-cash transactions.
 Records and processes transactions according to property standards. X

 Closes cashier’s account based on property standards. X

 Files and stores source documents X

NOTE: *Critical aspects of competency

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SPECIFIC INSTRUCTIONS FOR THE COMPETENCY ASSESSOR

Qualification: FRONT OFFICE SERVICES NC II

 Receive and process reservations
 Operate computerized reservations system
 Provide accommodation reception services
Unit of competency:  Conduct night audit
 Provide club reception services
 Provide concierge and bell services
 Provide cashiering services

1. Using the given materials, tools and equipment, instruct the candidate to perform
the following tasks:

A. Receive and process reservations within 30 min.

 Receive reservation request

 Record details of reservations
 Update reservation
 Advise others on reservation details (if needed)

B. Provide accommodation reception services and provide concierge services

within 30 min.

 Handle the trolley/birdcage and guest luggage properly

 Mindful of elevator etiquette (If applicable)
 Introduce the facilities in the hotel.
 Display product knowledge inside and outside the hotel premises.
 Explain the facilities of the room

C. Conduct night audit within 1 hr.

 Process internal financial transactions

 Complete routine records and reports

D. Provide Club Reception Services within 15 min.

Demonstrate the following:

a. Explain the facilities, amenities and services of the club

b. Explain the rules and regulations of the club
c. Welcomes guest in the Club reception area
d. Lead guest to appropriate club area
e. Handles guest complaints
f. Handles suspicious looking characters

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 E. Provide Cashiering Services within 15 min.

Using assessment center’s policies and procedures, the candidate is expected

to demonstrate the following:

a. Prepare Guest folio

b. Process Check out guest
c. Balance transactions
d. Close cashier

2. The Assessment shall be based on the units of competency in the Training

Regulations and the Evidence Plan and shall focus on the evidence gathering
methods below:

 Observation/Demonstration with oral questioning

3. The final assessment shall be your responsibility as the Accredited Assessor

4. Give the candidate feedback on the assessment result. The feedback should
indicate whether the candidate is:

 COMPETENT

 NOT YET COMPETENT

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STANDARD QUESTIONS AND ANSWERS FOR ORAL QUESTIONING

Qualification: FRONT OFFICE SERVICES NC II

 Receive and process reservations
 Operate computerized reservations system
 Provide accommodation reception services
Unit of competency:  Conduct night audit
 Provide club reception services
 Provide concierge and bell services
 Provide cashiering services
RECEIVE AND PROCESS RESERVATIONS
OPERATE COMPUTERIZED RESERVATIONS SYSTEM
1. How will you address overbooking?

Answer:
Overbooking is a serious mistake when the FO accepted reservations over how much
the hotel can accommodate. To address the problem, close monitoring of the
departures with the Housekeeping Department should be done, and take the guests
to other partner hotels for temporary accommodation. Fetch the guests every time a
room is available, and offer freebies to comfort the guests
2. Describe an availability board.

Answer:
It is a convenient visual guide for controlling overbooking. It reflects the true picture of
the room availability status for a six-month period.
3. Differentiate a Guaranteed Reservation from a Confirmed Reservation.

Answer:
When the guest paid for the first night’s stay, by giving his credit card or paying cash,
it is a guaranteed reservation, but when the guest just told the FO over the telephone
that he is coming, then it is a confirmed reservation. He may not really arrive.
4. What is a central reservations system?

Answer:
It is a system controlled by an independent company where the reservations across
countries pass through. This system can very well be controlled with a fee especially
for international bookings.
5. What is a FIT?

Answer:
Refers to an individual who frequently travels and reserves in the hotel, thus the hotel
has maintained updated record of the guest.
6. Name at least four (4) sources of reservations.

Answer: The mails, telephone calls, CRS, walk in guests and corporate accounts can
be good sources of reservations.

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 7. How will you handle the different forms of reservations?

Answer:
Most of the hotels are not using the computerized reservation with different soft wares
like Opera, Micros Fidelio and other customized soft wares. However, there are still
hotels that maintain manual reservation that requires so much attention and careful
management.
8. How does a no show affect the hotel?

Answer:
A No Show reservation definitely affects the hotel revenue especially when it is only a
confirmed reservation during a lean period. Some hotels have policies to hold the
reservation up to 5:00 p.m. A room left vacant for a day is a revenue lost forever.
9. What are the information needed to be asked by a reservation agent from the
guest?

Answer:
 Expected Time of Arrival (ETA)
 Departure date (ETD)
 The names of all parties desiring reservations
 Convention or group or business affiliation
 Type of accommodation (double, king, suite etc.).
 Contact numbers
 The name and address of the party to whom the confirmation is to be sent.
 The form of payment to be used and the name and the address of the party to
whom the bill will be sent.
 The rate of the room
 Special instructions or special request, no matter how minor.
PROVIDE ACCOMMODATION RECEPTION SERVICES
PROVIDE CONCIERGE AND BELL SERVICES
10. What comprises product knowledge and what is its importance?

Answer:
The following are some of the products that must be known by heart by every FO
personnel. The knowledge of the details of the following will make the FO clerk
confident and efficient in handling concierge services:
 Floor Plan and the specific features including scenic views
 Number of guest rooms
 Sizes of the rooms
 Hotel amenities/facilities
 Types of accommodation (single, double, etc).
 Room Rate structure
 Guest room features and amenities
 Time of hotel services
 Other hotel services

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 11. What includes shift endorsement?

Answer:
 Arrivals report which includes the number of guest arriving by date and the type
of room each has requested.
 Departure report which includes the number of guest checking out on a particular
date
 VIP report (optional) which includes the names and requirements of guest
arriving on a particular date who will receive special gifts and services.
 Night audit report
 Other important information needing attention
12. Explain the general flow in rooming a guest.

Answer:
 A sincere friendly smile, greet and say, “How may I help you?”
 Determine if the guest has a reservation or not by asking “Are we holding any
booking with you Sir?”
 If there is no reservation, perform the reservation process for the guest.
 If there is a reservation, front office agent verifies the data taken by the
reservationists, check for the spelling and pronunciation of the guest’s name,
mailing address, rate, method of payment and departure dates
 Assign the room
 Let the bell attendant assist the guest with his luggage as he escorts guest to his
room
13. What are the things you may do in preparing for a group arrival?

Answer:
 Needed rooms are blocked off on the room rack
 Keys are sorted out for each room
 Individual or group registration cards are prepared in advance so that guests need
only to sign on arrival.
 Ask for rooming list in advance containing relevant information like sex category
 If group billing is to be used, an account is opened.
 If individual accounts have been arranged, they are generated in advance.
 On arrival, a separate counter is to be set-up to keep congestion to a minimum
from the main desk.
 The hotel may opt to give a kit containing the welcome note, key, charge
instructions, tour or convention details, map of the city and so on.
 Bell staff members standby to move the guest to their rooms in small groups.
 Coordination with other departments is performed for a smooth flow of guest stay.
14. What are the personal safety measures to be observed in lifting guest luggage?

Answer:
 Place your feet shoulder-width apart to maintain your balance
 Grasp the item with both hands
 Bend your knees; don’t bend your waist
 Keep your back straight
 Use your leg muscles as you keep the item close to your body.
 Get help if an item is too heavy or when you are in an awkward shape.
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 15. When riding an elevator, what are the things to remember?

Answer:
Riding an elevator gives you a chance to provide superior service. Always be the last
one on the elevator and the last one off to get hold of the door open for all the guest.
Give way for the other guests and tell your guest that you will follow to the room with
his/her luggage
16. What do you do when guest loses luggage?

Answer:
 Get a complete description of the bag; the type, size, color markings, luggage tag,
etc.
 Look into the bell closet and allow the guest to do the same
 Check at overflow areas for the bag. Find out if a large group checked out today,
and whether their bags were stored somewhere other than the bell closet.
 Coordinate with the transportation dispatcher. They may help you find out if the
luggage was accidentally sent with one of their vehicles. Check also with your
colleagues.
 If wrong guest has the bag, work with a front desk agent to call the guest.

If the luggage is still lost:

Contact the bell captain for help

Notify with security and the Manager on Duty so that they can get information from
the guest about what the luggage looks like, its contents, its value, etc.
 Get the phone number of the guest, if the guest is travelling, find out where he or
she will be staying so you can send the luggage once it is found.
17. What are some signs of intoxication to be observed?

Answer:

a) Loss of coordination
 Being clumsy
 Eyes seem unfocused or glassy
 Bumping into furniture and other people
 Staggering
 Falling down or tripping over things
 Inability to walk in a straight line
 Inability to do basic tasks like lifting a glass
 Knocking things over

b) Change in speech
 Having trouble talking in a normal manner
 Speech becomes slower and slurred
 Volume of speech becomes louder
 Person becomes outspoken

c) Moods, behaviour and conduct

 Big changes in mood over time
 Personality changes
 Becoming isolated from group
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  Inappropriately affectionate
 Extremely outgoing
 Wanting to cause arguments
 Being over affectionate to strangers

d) Quantity of alcohol consumed

 The amount of drinks consumed
 The rate of consumption
 They are ordering more drinks at a time
 The types of drinks – normally become stronger
 Complaints about strength of drinks

e) Smell of alcohol

f) Body language

18. How will you handle an intoxicated guest?

Answer:
 Talk to the customer or their friend
 Briefly explain your responsibilities
 Promote non-alcoholic drinks
 Offer beverages with low-alcohol content
 Offer water / food
 Slow down the service
 Inform other staff about the situation
19. What are some concerns to note when asking an intoxicated patron to leave the
premises?

Answer:
 Give a polite final warning
 Notify friends
 Identify transportation
 Arrange assistance
 Explain why the person is being asked to leave
 Explain transportation options
 Follow the person to the door
 Ensure the person is safely off the premises.
CONDUCT NIGHT AUDIT
20. Describe the functions of night audit.

Answer:
The night audit includes the following functions:
 Verify posted entries to guest and non-guest accounts
 Balance all front office accounts
 Resolve room status and rate discrepancies
 Monitor guest credit limits
 Produce operational and managerial reports

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 21. Describe the role and job description of the night audit process

Answer:
 The night audit requires attention to accounting detail, procedural controls,
and guest credit restrictions. In this sense, the night auditor shall track record
of room revenues, occupancy percentages, and other standard operating
statistics. He/she shall also, prepare a daily summary of cash, check, and
credit card activities that occurred in the front office department on a daily
basis.
 The end of the business day is the vital time for auditing when most of the
hotel outlets are closed and the activities are stopped or lessened.
 The night auditor performs cross-referencing by comparing the data
conveyed in different folios against points of sales outlets daily reports,
housekeeping room status report. After comparing, the night auditor should
come up with the guest, non-guest, and departmental accounts. This total
should match the daily POS totals (i.e. in balance). The night audit shall
compare all credit limits of guests and non-guests accounts with credit card
floor limits, hotel's house limit, guest's status and reputation. If high balance
accounts (i.e. balances for which the guest or non-guest limits are very near
to an established limit) are detected, the night auditor shall note and report
this to management the following day.
 Under the manual, a daily transcript and a supplementary transcript are used
to track daily transactions of guest and non-guest accounts respectively.

22. What are the main steps of the night audit process?

Answer:
 Complete outstanding posting
 Reconcile room status discrepancies
 Verify room rates
 Balance all departmental accounts
 Verify no-show reservations
 Post room rates and taxes
 Prepare required reports
 Prepare cash receipts for deposit
 Clear or back up the system
 Distribute reports

PROVIDE CLUB RECEPTION SERVICES

23. What is the standard practice in answering the telephone?

Answer:
a) All telephone calls must be answered within 3 rings.
b) All calls must be answered with a greeting to include:
 The appropriate time of day “Good Morning/Afternoon/ Evening”
 The hotel name or department
 The associate’s name
 An offer of assistance, e.g., “How may I help you?”

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 24. How do you handle guest complaints?

Answer:
In handling guest complaints, bear in mind the following acronym to guide you:

Take the HEAT

H - hear the complaint of the guest with undivided attention

E - empathize with the guest
A - apologize to the guest and assure of your assistance
T - take action and be sure to follow up
25. How does the guest greeting affect the Front Office image?

Answer:
The guest greeting including the eye contact, smile, use of guest name and a
standard phrase of meeting a guest will give a positive first impression of the hotel,
thus, it will greatly affect the image of the hotel

PROVIDE CASHIERING SERVICES

26. Discuss the methods of settlement of guests accounts.

Answer:

 Some guests settle their accounts in advance or prior to their arrival either by
depositing partial payment through the bank or using their credit cards.
 Most of the guests settle their accounts on site with their credit card by allowing
the hotel to block the required amount.
 For corporate and government accounts, the hotel grants a credit line that can be
used for company personnel through Bill sending Arrangement with corporate
rates.
 For clients like Travel Agencies, the deposits for the guests are done on specified
periodic settlement with special rates.

27. What constitutes the ‘++’ sign added to the charges?

Answer:
The ‘++’ sign reflected in the guest’s bill constitute the following:
 Value Added Tax (VAT), national mandatory charge
 Local Tax – City tax
 Service Charge – an added amount for hotel employees

28. What are the different forms of guest’s payment?

Answer:
Guest can settle their account through the following cash, cash equivalents or non-
cash documents:

 Credit cards: Credit line extended by financial institution.

 Bill to account (Direct Billing) is a pre-authorized account that allows guest to
have their charges processed on a regular billing cycle without the use of a
credit card to settle an account.
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  Cash can either be local and foreign currency bills. All foreign currencies are
transacted by the hotel.
 Travelers’ checks are prepaid checks issued by a bank or financial organization
which is processed like cash.
 Debit cards are banking institution issued cards that are similar to credit cards.
Charges incurred through buy the holder are directly debited to the funds of the
owner in the guest’s bank account.

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LIST OF SUPPLIES AND MATERIALS, TOOLS AND EQUIPMENT, AND FACILITIES

A. SUPPLIES AND MATERIALS

No. Item Description Specifications Quantity Unit

1 Bond Paper A4, 80 gsm 50 sheets

2 City map / location 2 pc

3 Guest folio 10 pcs

4 Guests history record 10 pcs

5 Key card/ room keys 2 pcs

6 Letter of confirmation 10 pcs

7 List of travel operators 1 pc

8 Pen 10 pcs

9 Registration card 10 pcs

10 Reservation slips 10 pcs

Room Availability Board
11 1 pc
/Blocking Sheet
12 Sample brochures 2 pcs

13 Sample club membership cards 2 pcs

Sample club membership rules
14 2 pcs
and regulation
Sample Hotel facilities
15 (pictures) to be explained by 2 pcs
the candidate
Telephone directory for airlines
16 1 pc
& other tourist services
17 Tourist destination list 2 pcs

18 Vouchers 1 pad

B. TOOLS AND EQUIPMENT

No. Item Description Specifications Quantity Unit

1 Computer with internet 1 unit

2 EDC machine 1 unit

Front Desk/Counter (power
3 outlet for 2 computers and 1 unit
printer)
4 Lapel Microphone 1 pc

5 Luggage 1 pc

6 Printer 1 unit

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 7 Property Management System 1 unit

8 Trolley 1 pc

C. FACILITIES

No. Item Description Area

1 Assessment Area 30 sq. m

2 Office Area 70 sq. m

The quantity of tools and equipment to be used for the conduct of assessment for this
Qualification is estimated based on ten (10) candidates. The most important consideration
is to make sure that tools and equipment are adequately provided to all candidates when
needed.

TRSFOS213-0919 ver. 1.00 13

Front Office Services NC II