Registration

By Ambika C. Nair Don Bosco College- Hospitality Studies

In this Unit you will understand

1. The function of pre-registration & identify preregistration activities. 2. The importance of registration records and registration cards. 3. The factors that affect room and rate assignments during the registration process.

In this Unit you will understand

Contd.

4. The procedures for establishing the guests method of payment at registration. 5. The front desk agents role in addressing special requests from guests during registration. 6. The techniques used to upsell guests during registration and explain how to handle situations in which guests cannot be accommodated by the hotel.

Definition
The registration is a legal requirement, it also serves as a proof of the guests stay in the hotel . It signifies his consent to pay for all the services provided by the hotel and abide by the rules and regulations. It contributes significantly to the basic information about the guest which the hotel needs to monitor its business. The registration procedure differs for the different categories of the guests, like guests with reservation, without reservation, foreigners, groups, etc.

Objectives of Registration
To provide guest information to the hotel.
To fulfill legal requirements. To provide mode of payment.

To provide information about the date of

departure.

4 Concepts of Registration Process 1. Collection 2. Assignment and allocation of room 3. Establishing credibility of the guest 4. Future planning of the room sales

Types of Registration Records:

In the form of a Hotel Register also known as Red

Book or F form. The register can be a Bound Book Register which is normally used by small hotels. Another type of register is a Loose Leaf Register which is same as the bound book register in its contents but the pages are not bound. One page or sheet is used for each day. Individual guest Registration cards

Bound Book Register

Loose Leaf Register

Individual guest Registration cards

Individual guest Registration cards

Individual guest Registration cards

DOCUMENTS GENERATED IN THE REGISTRATION PROCESS

Guest Registration Card
Bell Boys Errand Card Arrival notification slips C Form

DOCUMENTS GENERATED IN THE REGISTRATION PROCESS

DOCUMENTS GENERATED IN THE REGISTRATION PROCESS

Hotel XYZ Arrival Notification Slip

Date: Room No. Name of the Guest_________________________ No of Persons_____________ Nationality______________ Date of Arrival__________Date of Departure___________ Time of Arrival__________ Billing Instruction_______________Status_____________ Rate___________________ Receptionist_____________ CC: Guest Services (Telephone) / HK / F&B / Kitchen

DOCUMENTS GENERATED IN THE REGISTRATION PROCESS

REGISTRATION PROCESS
Registration procedure can be divided into 7 steps 1. Pre-registration activity 2. Identification of Guest 3. Formation of registration record 4. Room and rate assignment 5. Establishment of the mode of settlement of bills 6. Completion of check-in procedure and issuance of room key 7. Fulfilling special request

Pre-registration
Accelerates registration process Through the reservations process, a guest provides nearly all the information needed to complete registration. Guests with reservations experience (i.e. expected arrivals) experience a more rapid check-in due to the information. Preregistration helps plan for the special requirements of guest as well as of the hotel.
For example, frequent guest may have special room they enjoy at the hotel and guests with disabilities may need rooms outfitted to their special needs.

Pre-registration

Contd

Verifying reservation record data. Activities may include: Room and rate assignment Creation of guest folio
For instance, a hotel courtesy airport pick up car picks up a guest arriving at the airport who has a hotel reservation. The driver / Airport Representative with appropriate information and form can request a guests signature and this allows FO to get ready credit approval, room key and print a waiting message

Guest Registration Card Data

The registration record is a collection of important personal and financial guest information. A typical registration record includes

Name Address Telephone number Company affiliation Payment method

Guest Registration Card Data

Contd

Expected arrival date Planned departure date or length of stay Required room rate Required room type Room number Method of payment Special requests Signature

Guest Information Form

Check in

Guest History

Room & Rate Assignment

Room Assignment: It is an important part of the registration process. Involves identifying and allocation an available room in a specific room category to a guest. Room assignments are finalised during the registration process.

Room & Rate Assignment

Room Assignment:
At registration, receptionist checks the rooms management software for the latest status of rooms so that they can assign only clean and available for sale rooms to their guests. That's why, the Front office, Housekeeping maintain a high degree of collaboration between them. The front office and housekeeping department continuously update the status of each single room.

Room & Rate Assignment

Room Assignment
Below is the typical housekeeping room status flow

of any single room: Occupied On-change Clean & Available for Sale The front office and housekeeping department shall frequently reconcile and compare their updated reports (especially under the manual system) for any possible room status Discrepancy. The aim is to detect these very discrepancies before it's financially & timely too late, & correct them.

Room & Rate Assignment

Discrepancy Report

Room Chart

Room & Rate Assignment

Room Assignment

Room & Rate Assignment

Room & Rate Assignment

Room Rate
Front office department shall finalize room rates with

guests during the registration process. Moreover, rack rates shall only be applicable for walk-ins especially during the Peak season. The room rates might be affected by: Seasonality Variations in the number of guests assigned to rooms Service level Room location Type of Guest and / or usage (ex. commercial, corporate, complementary, group, family, day, and package-plan

Method of Payment
The registration process plays an important role

because FO receptionists gather information on the intended method of payment. Cash Credit Cards Direct Billing Vouchers and certificates

Cash
Guests intending to settle their accounts by cash have no in-house charge privileges and, hence, all their purchases should be paid in advance (i.e. PIA status), which means that as guests purchase any kind of

service or product, they must pay for it immediately. In accordance to cash payment, FO Receptionists puts these guests on NO POST status, this is communicated to all POS outlets.

Cash
Cash Settlement

Currency Notes

Travellers Cheque

Personal Cheque

Demand Draft

Debit Card

Local

Foreign

Currency Notes
One of the most widely used method of settlement.

The cashier while accepting notes should check for genuineness. If accepting foreign currency the cashier checks the daily currency conversion rate and issues the currency encashment certificate. The foreign currency should be accepted only from foreigners and the balance amount should be returned in local currency.

Travellers Cheques
A travellors cheque is an international accepted cheque for a sum in a specific currency that can be exchanged elsewhere for local currency or goods. Issued by a financial institution it functions as cash but is protected against loss or theft.
The purchaser of TC puts 2 signs one in front of the

issuing authority-the bank & second in front of the encashing authority-the hotel cashier. The cashier should: Establish identity through Passport & note the same at the back of the TC. If TC is in foreign currency calculate the correct exchange value & return the balance in local currency.

Travellers Cheques

Travellers Cheques

Personal Check
Nowadays, almost no hotels still accept personal checks as a method of payment due to the high probability of fraud associated with this method.

Demand Draft
A Demand Draft is a written order from the bank for the payment of money upon presentation of the same. A person may obtain a DD by filling the required form and paying the draft amount

and the banks commission. It is however not a very practical mode of payment as the deferred payment amount is established till check out.

Demand Draft

Debit Card
A Debit card is a card (usually plastic) that allows customers to access their funds immediately, electronically
It enables the holder to withdraw money or purchase goods directly from the bank without paying by cash or writing a cheque
It can also be used as ATM card When the card is swiped the electronic fund transfer point of sale (EFTPOS) terminal contacts the computer network of the bank to verify & authorize the transaction. Once the authorization is received from the bank the amount is debited from the guests bank account & instantly credited to the hotels bank account.

Debit Card

Credit Settlement
A credit settlement is an arrangement for the deferred payment of goods or services. Credit Settlement

Credit Card / Charge Card

Travel Agent Voucher

Corporate Billing/ Bill to company (BTC) Letter

Credit Card / Charge Card

A Credit Card / Charge Card is a plastic payment card that enables the holder to obtain goods and services without the requirement to pay cash.
The Account statement is sent to he card holder every

month and must be settled in full. A charge card is actually a type of credit card that requires you to pay your balance in full at the end of each billing cycle instead of making payments on the balance over several months. A credit card, on the other hand, allows you to have a revolving balance that you can pay off over a period of time.

Credit
Credit cards, nowadays, become a preferable method of payment for guests and hotels. In accordance to this very method of payment, front office receptionist should check the following items before accepting the

credit card as a method of payment: Expiration date Online authorization Invalid cards Imprinting the voucher (Old System) Floor limits Reserving credit Denying a credit request

Credit Card / Charge Card

Travel Agent Voucher

Tour Operators & Travel Agencies make bookings for guests accommodation, F & B & other services. They receive advance from guests and in turn they send vouchers to the service provider (Hotel), with billing instructions and services (Meal & Plan) etc. to be provided to the traveller. Similarly Airlines (Contracted ones) also send Meals & Accommodation Order (MAO) and Passenger Service Order (PSO).

MAO

Travel Agent Voucher

Corporate Billing/Bill to company (BTC) Letter

Some companies whose executives travel at the expense of the company, make a deal with hotels, whereby they determine the rates for different types of rooms & meals to be offered to different types of executives.
The terms and conditions of payment are predetermined

The reservations are made by the company on behalf of the travelling executive.

Corporate Billing/Bill to company (BTC) Letter

The front office ensures that company is in the approved CVGR list of the hotel and that they enjoy credibility.
It is very important to establish that the guest is a bonafide executive of the company. On check out the guest verify all the vouchers & signs the bills which are then send to the company for approval.

Corporate Billing/Bill to company (BTC) Letter

A
Dear Sir,

Amitabh Sourcing Company

Anything Anywhere

A-15, Neeti Bagh Ew Delhi= 110001 +9111 25467894 www.amitabhsourcingco.com amitabh@amitabh sourcngco.com email@yourisp.com

Mr Hanif Shah is an honored guest of our corporation, and during his stay at your hotel, you are hereby authorized to forward all bills for his stay and meals to our accounting office, all extras direct . They have been preauthorized to immediately approve and pay any invoices from your hotel. We have placed a credit limit on the account of (amount) Should this account exceed this amount, please contact this office for approval in advance of any additional charges. Thank you in advance for your special consideration of this individual and his needs. We hope to make his visit to our company and our city most enjoyable and memorable. If I may be of any assistance in this matter, please contact my office as necessary. Yours truly,

Amitabh Shrivastava Director Business Development

ISSUING ROOM KEYS:

With the issuing of room keys, the rooming process

gets to an end. However, concerning room keys, front office clerks shall respect hotel's written policies governing guestroom key control. As an illustration, front desk agents shall only handle the room key to the guest without announcing and/or spelling out the room number. This is a vital requirement to protect and ensure guest safety and privacy. After guest is handed his/her room key, front office receptionists offer bellboy assistance.

FULFILLING SPECIAL REQUESTS:

The Front Office department shall watch for any

guest special requests and try promptly to satisfy them. This way creates a good and professional relationship with the guests and increases the probability that the hotel will receive these guests for another time in the future (i.e. repeat guests) Guests' requests are usually grouped under the following categories: Room type Bed type Location View Amenities

UP-SELLING
The receptionist/reservation staff offer guests to buy rooms in categories above what they have chosen for themselves. The receptionist must be trained to be professional salespeople.
Up-selling involves knowing how and when to

ask for a sale in a non-pressuring way and how to direct the sale from the guests perspective.

SUGGESTIONS FOR UP-SELLING

Always greet each guest with a smile in your voice as

well as on your face. Establish and maintain eye contact with the guest. Always use courteous titles such as Mr or Ms. Do not call a guest by his or her first name. Attempt to identify the needs of the guest (amenities, furnishing) Honeymoon or special vacation guest may be willing to pay for a suite. Up-sell the rooms when possible (show the room, features etc.) Complete the registration process. Thank the guest and wish him/her a pleasant stay.

When guests cannot be accommodated..

Walk-in guest ( A guest who arrives without a prior reservation) Hotels have no obligation to accommodate when no rooms are available for the night. Suggest and direct to alternative hotels nearby to assist the guest.. This gesture create and can reap some significant benefits and good will.

When guests cannot be accommodated..

Guest with Non-Guaranteed Reservations (A guest who has the reservation but which is not guaranteed). The hotels have no obligation to accommodate if the guest arrive after cancelling hour. (6 PM of arrival date) FO must be extremely tactful when informing the guest. Blame should not be placed on either party since the lack of accommodations is neither the guests nor the hotels fault.

Registration
Stepwise Check In Procedures

Welcome to the hotel

It is important to acknowledge all guest in the lobby at all times with a friendly greeting.
Most of hotels standard greeting is:

Good morning Welcome to E hotel Good afternoon Welcome to E hotel Good evening Welcome to E hotel How can I help you? How can I assist you?

DETAILED STEPS TO REGISTER A GUEST

Guest arrives with reservation Step 1 = Greet the guest. Make guest feel welcome and listen carefully. Step 2 = Ask guest name, retrieve reservation & give Registration card & pen.
Ask guest to check the details on GRC, explain if required & ask him / her to sign.

STEPS
Step 3 : Ask for identification, business

card, Confirm details ( length of stay, departure date.

Step 4 : Allocate room (Ask guest if

they have a preference (smoking, non smoking/ specific floor).

Step 5 : Check registration card to

ensure all details are complete/has been signed/ method of payment stipulated

STEPS
Step 6 : Act according to Methods of

payments & try to upsell.

Step 7 : Issue key ( sell hotel facilities &

services / offer assistance with wake up calls other facilities.)

Step 8 : Give guest directions using

open handed gestures, final welcome & summon the bellboy.

Complete paperwork, Registration card

EYE CONTACT
All staff must ensure that they make eye contact

with guest upon arrival at the hotel & continue this throughout any further dealings with the guests. All staff must also make a conscious effort to address guests clearly & directly whilst serving them at the front desk. Staff must make every effort not to spend entire interaction with guest facing down at the computer screen.

PREFERENCES
During the process of check in, staff must ensure

they confirm the guests reservation preferences such as king size bed or twin & Smoking / Nonsmoking.

Whilst every effort should be made on the staffs

part to ensure preferences are met over and above those reserved, a simple explanation should suffice in the instance that you cannot accommodate an additional request.

Some important details of Stay

Ensue the following items are confirmed with the

guest on check in

Room rate (non verbally as well) *when guest is

PIA only Payment method & inclusions Departure Date Departure Time

PLEASANTRIES
At the completion of the check in process before

the guest leaves the reception area Staff is to make eye contact with the guest and wish them a pleasant stay.

Every effort is to be made on the Staffs part to

ensure the pleasantry is sincere and warm.

DEPARTURE ASSISTANCE
During the check in process please ask if guest requires

help with their departure such as arranging a wake up call , downbell or airport transfer. If a guest does require onward transport arrangements please ensure all detail are collected from guest (date, time, pax, destination etc) and advise the guest that you will organize for the concierge department to make these arrangements & have them call the guests directly to reconfirm.

GUEST LOYALTY PROGRAM

Staff are to ask guests if they are a member of any Guest Loyalty Program during check in if they are eligible.
Eligibility requirements Staff is to input data into guest profile at point of

check in.

EXPRESS CHECK OUT

Express check out: It eliminates the need for the

guest to physically present at reception to settle their account.

Staff should ask all guests who will be settling their

own account if they wish for an express check out.

If the guest would like one please set a trace the day

before departure for the Night audit team.

PACKAGE DETAILS
Accommodation/package such as room only, or

room and breakfast. Executive club benefits if they are entitled to them including operational hours. Amenities