lesson 6: interpret design and layout (id)

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Copyright © 2018 Quipper Limited

Lesson 6: Interpret Design and Layout

(ID)

Table of Contents

Introduction 2

Essential Questions 3

Reach our Goals! 3

Springboard 4

Learn about It! 6

Front-office Reception Area 7

Check Up 20

Skill Enhancer 21

Did You Know? 24

Wrap Up 25

Introspect: Self-Evaluation 28

Bibliography 29

Glossary 30

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Interpret Design and Layout

Introduction

Figure No.1 Reception Area Sample Layout

The front office is one of the most important parts of any building and company. It serves as the first place

where clients communicate to book and buy services from the institution or company. Front office receives

and welcomes guests on their arrival. They assist in the registration and the needs of the guests. They also

communicate to other departments to help assist the guest. Front office staffs are important to help create

a good image to the guests. The front office should be well-lighted, well-ventilated, presentable, and the

guests should be comfortable while waiting for their turn.

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In this lesson, you will learn about good designs and layout for the front office. Front office has several parts

that will be discussed further in the lesson.

Reach our Goals! In this lesson, you should be able to:

● read symbols and lay out in a given sample plan for a front-office

reception area;

● interpret symbols and lay out in a given sample plan for a front-

office reception area;

● describe parts and functions of a front-office reception layout;

● evaluate a sample front office reception layout;

● conduct self-evaluation on the required performance;

and

● perform self-evaluation in the interpret designs and layouts using

rubrics.

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Springboard

Match the Picture with the following words

Identify the pictures using the words seen on the table.

1. ___________________________________ Figure 2.

2. ___________________________________

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Figure 3.

3. ___________________________________ Figure 4.

4. ___________________________________ Figure 5.

5. ___________________________________ Figure 6.

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Learn about It!

The activity is about the different areas found in a front office. These places have different functions that will

be a guide in the layout of a front office. This will help you make the front office more presentable and

comfortable for the guests. In the following lesson, you will learn more about the different parts and functions

of front office.

The front desk is usually located at the main entrance of the building and near the location of the elevator.

The front desk officer must be able to monitor anyone who enters the hotel, to ensure a safe environment

for the guest. It is not good to place the front desk on the same side as the main entrance and the elevator.

Here are some examples of the recommended view for the front desk officers:

Figure 7. Front Office Staff View of Guest’s Entering

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https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial-369/physical-structure-and-po sitioning-of-the-front-desk-13041.html

Front-office Reception Area

Figure 8. Good Layout of a front-office

https://www.slideshare.net/HarshDhaliwal/layout-of-front-office-various-sections-of-fo

These are the parts of a front-office reception area where guests communicate with the staff. Guests first

communicate with the front office department. Therefore, the place should be more comfortable and

relaxed. To make them stress-free, make sure that the front office is presentable.

https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial-369/physical-structure-and-positioning-of-the-front-desk-13041.html




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Sections of a Reception Area

Figure 9. Reception

A reception is where they receive guests upon their arrival and departure. They also give out the registration

formalities and assign room for the guests. They also communicate to the concerned department during the

stay of the guests. They are also in-charge of keeping track of the status of the room.

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Figure 10. Reservation Layout

https://www.slideshare.net/indianchefrecipe/layout-and-sections-of-front-office

The Reservation is where the processing of reservation requests are made. They also forecast the future room

reservation status and also update the room availability chart. The reservation layout depends on the size

and volume of business of the hotel. Since it is one of the busiest parts of the hotel, it should maximize the

space of the hotel for the reservation area.



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Figure 11. Bell Desk

The bell desk also handles the guest arrival and departure. They take the guest baggage from the car to the

gate and escort the guests to their rooms. They also take charge for the operation of light control, air

condition, television, etc. They also handle guests’ personal request.

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Figure 12. Information Desk

The Information desk is usually located at the lobby. It provides information for city and culture in the

community. They also handle booking of tickets. They maintain resident guest racks, handle guest room keys,

coordinate guest mails, telegrams, faxes, couriers, parcels, etc. They also provide information to guests

regarding hotel facilities and services, city information, etc.

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Figure 13. Cash and Bills Section

The Cash and Bills section handles the guest folio. They post and record charges and credits under the guest

folios. They also update the cash received from guests. They also handle foreign exchange and credit and

debit cards.

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Figure 14. Night Auditor

https://www.wikihow.com/Become-a-Night-Auditor

A night auditor fixes and makes the revenue statements. He/She verifies and validates front office cashiers’

voucher. He/She checks guest folios and verifies room status report. He/She aligns the reports to the finance

of the hotel.

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Figure 15. Travel Desk

https://www.tripadvisor.co.za/LocationPhotoDirectLink-g304551-d1008391-i166042905-Hotel_Express_66-New_D elhi_National_Capital_Territory_of_Delhi.html

The travel desk coordinates with the pickup and drop off of the guests. They also provide vehicle requests.

They make travel arrangements like railway reservation, air-tickets, etc. They also function as the organizer

for half-day or full-day sightseeing and for travel guides who can communicate in the guests’ language.

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Figure 16. Communication Desk Section http://www.scienceonreligion.org/index.php/paper/1130/

The Communication Desk Section provides information on guest services and process guest wake-up calls.

They are also responsible for answering inquiries about hotel facilities and events. They also protect guests’

privacy and coordinate emergency communication. This area answers incoming calls and direct calls to guest

rooms through the switchboard.

http://www.scienceonreligion.org/index.php/paper/1130/

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Figure 17. Concierge https://thepointsguy.com/guide/comparing-credit-card-concierge-services/

The Concierge Section makes reservations for the hotels, restaurants, etc. They also obtain tickets for theaters

musicals, and sporting events. They also arrange for transportation by car, buses, airplanes, or trains. They

also provide information on cultural and social events like photo exhibitions, art shows, etc.

https://thepointsguy.com/guide/comparing-credit-card-concierge-services/

https://thepointsguy.com/guide/comparing-credit-card-concierge-services/

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Try It!

Read and understand the questions carefully. Answer what is asked.

1. Identify the function of each section.

Section Function

Reception

Communication Desk

Bell Desk

2. Compare and contrast the travel desk from the information desk. Answer in not less than 3 sentences.

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

3. How should the reception area be laid-out? Draw the three ways.

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

4. What are the tasks and responsibilities of a night auditor?

__________________________________________________________________________________

_________

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__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

5. What makes a good reception?

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

__________________________________________________________________________________

_________

Think about It!

Self-Evaluation of Front Office Reception Layout

The self-evaluation guide serves as the guide in doing a performance-based assessment. These are the guides

that will help you in doing the required tasks in Front Office Services. Below is the Self-Evaluation Guide

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adapted from TESDA NC II Front Office Services (https://tesda.gov.ph/Downloadables/SAG%20-

%20Front%20Office%20Services%20NC%20II.pdf):

Unit of Competency Covered ● Evaluate front office reception layout

Instruction:

● Read and understand each of the questions in the first column.

● Place a check in the appropriate box opposite the question to indicate your answer.

Does the hotel? YES NO

● Has a reception area?

● Has a reservation area?

● Has a bell desk?

● Has information Desk?

● Has a Cash and Bills Sections?

● Has a night auditor?

● Has a travel desk?

https://tesda.gov.ph/Downloadables/SAG%20-%20Front%20Office%20Services%20NC%20II.pdf



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● Has a communication desk?

● Has a concierge?

Is the reception area? YES NO

● Warm and inviting?

● Has a name of the hotel/restaurant?

● Has a clean color scheme?

● Has good lighting?

● Presentable?

● Has good ventilation?

● Has a lobby?

● Clear and easy to see the people?

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Check Up

Read and understand each question. Answer what is asked.

A. Modified True or False. Write TRUE if the statement is correct, otherwise, write the correct answer.

________________1. The travel desk handles the guest’s folios.

________________2. The bell desk also handles the guest arrival and departure. They take the guest baggage

from the car to the gate and escort the guests to their rooms.

________________3. The Information desk makes reservations for the hotels, restaurants, etc.

They also obtain tickets for theaters musicals, and sporting events.

________________4. The night auditor answers incoming calls and direct calls to guest rooms through the

switchboard.

________________5. A reception is where they receive guests during their arrival and departure.

They also give out the registration formalities and assign the room for the guests.

B. Identification. Identify what is described in the sentence.

________________1. Keeps track of the status of the room.

________________2. Forecasts the future room reservation status and also updates the room availability

chart.

________________3. Takes charge for the operation of light control air condition, Television, etc. They also

handles guests’ personal request.

________________4. They maintain resident guest rack, handle guest room keys, coordinate guest mails,

telegrams, faxes, couriers, parcels, etc.

________________5. Checks guest folios and verify room status report. He/She aligns the reports to the

finance of the hotel.

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C. Essay. Answer each question in at least two sentences.

1. What is the importance of having the reception area near the elevator/escalator?

2. Why do hotels need to have different sections for the front office area?

3. What is a reception area?

4. What is a reservation area?

5. How will you differentiate a corridor and a lobby?

Skill Enhancer

Evaluate the Front Office Reception Area

Goals:

1. To evaluate a picture of a reception area

2. To identify the strengths and/or weaknesses of the reception area

Role:

1. You are assigned to answer individually and thoroughly.

2. You will need to present in front of the class.

3. You will be graded based on your performance (refer to your rubrics).

Audience:

1. The target audience are grade 7-8 students.

2. You need to convince your teacher on how well you know about the layout of the reception area.

Situations:

1. You are given a picture.

2. You need to identify the strengths and/or weaknesses of the reception area.

3. You need to identify the missing parts.

4. You need to give suggestions.

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Performance:

1. You need to present in front of the class what you commented and suggested about the layout

2. You need to present in a creative way. i.e. PowerPoint Presentation, visual presentation, short-film,

etc.

https://www.officespacesoftware.com/blog/office-layout-tricks-for-an-impressive-reception-area

https://www.officespacesoftware.com/blog/office-layout-tricks-for-an-impressive-reception-area

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Criteria of Success:

Criteria [1]

Below expectations

[3] Successful performance

[5] Exemplary

performance

Delivery Showed lack of preparation

in the reporting.

Showed some preparation in the

reporting.

Showed preparedness

and good delivery of

the reporting. Used

good materials

Knowledge

Standards are not addressed. Has minimal knowledge about the topic.

Standards are

adequately addressed.

Has adequate

knowledge about the

topic.

Further researched are

shown.Has excellent

and good quality of

research about the

topic.

Comments and Suggestions

Gave minimal to no

comments and suggestions

about the picture.

Gave enough

comments and

suggestions about the

picture.

Gave thoroughly

researched and

excellent comments

and suggestions. Gave

enough explanations

Remarks TOTAL

.

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Did You Know? That the secret of hotel designs is that they should give a warm and inviting feeling to guests. Here is an

example of a good budget hotel reception:

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Wrap Up

Section Functions Sample Equipment

Reception ●

●

●

●

●

Receives guests during their arrival and departure Give out the registration formalities Assign room for the guests Communicate to the concerned department during the stay of the guests Keep track on the status of

the room.

desk

registration forms communication

devices computer

Reservation ●

●

●

Processing and confirming reservation request Forecast the future room reservation status Update the room availability chart.

computer reservation

charts fax machine

talex machine

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Bell Desk ●

●

●

●

Handles the guest arrival and departure Take the guest baggage from the car to the gate and escorts the guests to their rooms Take charge for the operation of light control air condition, Television, etc Handles guests’ personal

request.

luggage rack remote

Information Desk ●

●

●

●

Provides information for

city and culture in the community Serves as booking of tickets Maintain resident guest rack,

handle guest room keys,

coordinate guest mails,

telegrams, faxes, couriers,

parcels, etc. Provide

information to guests

regarding hotel facilities and

services, city information,

etc.

computer key

rack racks

Cash and Bills ● ●

●

●

Handles the guest folio Post and record charges and credits under the guest folios Updates the

cash received from

guests Handles foreign

exchanges and credit

and debit cards

Guest folios

Credit and Debit Card

Machines

Computer

Cash Register

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Night Auditor ●

●

●

●

Fixes and makes the revenue statements Verify and validate front

office cashiers’ voucher

Check guest folios and verify

room status report Align the

reports to the finance of the

hotel

Computer

Accounts

Travel Desk ●

● ●

Coordinates with the pickup and drop off of the guests. Provide vehicle request

Make travel arrangements

like railway reservation, air-

tickets, etc.

Desk

Key

Key Rack

Computer

Communication Devices

● Organizer half-day or full-

day sightseeing and for

travel guides who can

communicate in the guests’

language

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Communication Desk ●

●

●

●

Answer incoming calls and direct calls to guest rooms through the switchboard Provide information on guest services and process guest wake-up

calls

Responsible for answering inquiries about hotel facilities and events Protect guests’ privacy and

coordinate emergency

communication

Computer


Concierge ●

●

●

●

Make reservations for

the hotels, restaurants, etc. Obtain tickets for theaters musicals, and sporting events Arrange for transportation by car, buses, airplanes, or trains

Provide information on

cultural and social events

like photo exhibitions, art

shows, etc.


Computer

Introspect: Self-Evaluation

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Read and understand the skills column. Tick the box of your answer. Answer honestly.

Skills

I still need to practice

with maximum supervision I can do some of the tasks but with minimum supervision

I can independently

perform the tasks

properly

I can read the front

office reception area

layout.

I can interpret the

front office reception

area layout.

I can describe the

parts and functions of

a front office

reception layout.

I can evaluate a

sample front office

reception layout.

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Bibliography

McCartney, Daisy. “How to Design a Front Office Reception Area”. Accessed February 16, 2019.

https://bizfluent.com/how-5106090-design-front-office-reception-area.html

Singh, Harsh Deep. “Layout of Front Office & Various Sections of Front Office”. Accessed February 16,

2019.

https://www.slideshare.net/HarshDhaliwal/layout-of-front-office-various-sections

-of-fo

LinkedIn, Corporation. “Layout and Sections of Front Office”. Accessed February 16,

2019.


WisdomJobs.com. “Physical Structure and Positioning of the Front Desk Hotel Front Office Management”.

Accessed February 16, 2019. https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial-369/p hysical-

structure-and-positioning-of-the-front-desk-13041.html

MailOnline. “Secrets of hotel design revealed: From budget to boutique, why rooms and receptions look the

way they do”. Accessed February 16, 2019. https://www.dailymail.co.uk/travel/travel_news/article-3266888/The-secret-psychology-h otel-design-

guests-moods-desires-changed-look-layout-building.html

Hotel Management Tutor. “Front Office Organisation”. Accessed February 16, 2019.

http://www.hmtutor.com/32-2/front-office-organisation/

Office Space. “Office Layout Tricks for an Impressive Reception Area”. Accessed February 16, 2019.

https://www.officespacesoftware.com/blog/office-layout-tricks-for-an-impressive-recepti on-area







https://www.dailymail.co.uk/travel/travel_news/article-3266888/The-secret-psychology-hotel-design-guests-moods-desires-changed-look-layout-building.html






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Glossary

Bell Desk- the area in a hotel or organization where guests and visitors are greeted and dealt with

Cash and Bills Section- collects cash and debit or credit card, creates the guest’s folios

Communication Desk- communicate services to guests

Concierge - a hotel employee whose job is to assist guests by booking tours, making theatre and restaurant

reservations, etc.

Corridor - a long passage in a building from which doors lead into rooms

Information Desk - gives out important information that the guest needs

Lobby - a room providing a space out of which one or more other rooms or corridors lead, typically one near

the entrance of a public building

Night Auditor - a person who conducts an audit in a hotel at night

Reception - the area in a hotel or organization where guests and visitors are greeted and dealt with

Reservation - a place to reserve services or rooms

Travel Desk - coordinates with the vehicle that the guest needs

lesson 6: interpret design and layout (id)

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