Adherence of Employees in Selected Hotels in Reservation and Accommodation Reception Services Based on Front Office National Certificate II Standards

Abstract

The Philippine hospitality industry is a growing contributor to national tourism and economic development. At the center of hotel operations is the front office department, which serves as the first point of guest contact and shapes the overall customer experience. To promote consistent service quality and professionalism, the Technical Education and Skills Development Authority (TESDA) established the Front Office Services National Certificate II (NC II), a competency-based qualification outlining the skills required of front office personnel. This study examined the extent to which selected hotel employees adhere to TESDA NC II standards in receiving and processing reservations and providing accommodation reception services, as well as their standard front-office practices. Using a non-probability convenience sample of employees who were available and willing to participate, the research found that respondents consistently met TESDA NC II standards across reservation and accommodation reception competencies. While overall performance was high, minor gaps emerged in handling alternative bookings, registering walk-in guests, managing overbookings, ensuring accurate billing, and coordinating across departments. These findings highlight the value of targeted training to strengthen documentation, communication, and other complex front-office procedures.

Keywords: Reservation, Accommodation, Competencies, National Certificate, TESDA

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