SIMULATION-BASED INSTRUCTION IN ENHANCING FRONT OFFICE SERVICES SKILLS OF GRADE 11 TECHPRO LEARNERS

Author Name: 1. Gissele P. Gomez

Volume/Issue: 07/01

Country: Philippines

DOI NO.: 08.2020-25662434 DOI Link: https://doi-ds.org/doilink/06.2026-38337484/UIJIR

Affiliation:

1. Master Teacher I, Subic National High School, Mangan-Vaca, Subic, Zambales, Philippines

ABSTRACT

This study examined the effectiveness of simulation-based instruction in improving the Front Office Services skills of Grade 11 TECHPRO learners. A quasi-experimental pretest-post-test design was utilized, wherein the experimental group received simulation-based activities while the control group underwent conventional instruction. A validated pretest and post-test were used to assess learners’ competencies in guest interaction, reservation handling, telephone etiquette, customer service delivery, and workplace professionalism. Findings revealed that students exposed to simulation-based instruction demonstrated significant improvement in communication skills, practical performance, and understanding of front office procedures compared to those taught using traditional teaching methods. Post-test results further indicated that simulation-based learning increased learners’ confidence, teamwork, problem-solving abilities, and readiness for real-world hospitality situations. Overall, the findings suggest that integrating simulation activities in Front Office Services enhances experiential learning and strengthens the industry preparedness of Grade 11 TECHPRO learners. Based on the findings of the study, it is recommended that teachers continuously integrate simulation-based activities and workplace scenarios in teaching Front Office Services to enhance learners’ practical competencies, engagement, and preparedness for future hospitality-related careers.

Key words: Simulation-Based Instruction, Front Office Services, TECHPRO Learners, Hospitality Education, Grade 11 Students