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Guest registration is one of the first and most lasting impressions on a hotel customer. The front
desk should promote the warmth and hospitality of the property. Guest registration is the point at which
critical information is collected about the customer and his / her wishes. The registration procedure of
the hotel is critical to the collection of guest information and the initialization of the guest account.
Almost all the paperwork in the guest cycle is based on the data that is recorded and verified at or prior
to, check-in. Registration is a mandatory requirement that all guests over the age of 16 years
irrespective of Indian or foreigner, ordinary personnel or VIP. Regardless the size of the hotel, be it small
or large guests, must provide basic information about them and fill up either a visitors register or hotel
register or guest registration card (GRC). The guest has to fill in the form and attest his signature. This
agreement between the hotel and the guest is known as a simple contract.
PRE REGISTRATION
Registration activities that occur before the guest arrives at the hotel are known as preregistration, which help accelerate registration process. In fully automated hotels room & rate
assignment, creation of a guest folio etc may also be part of the pre-registration process which enables a
fast check-in. Data recorded during the reservation process serves as the basis for pre-registration.
Room and Rate Assignment: On the basis of reservation information, front office agent can
assign a vacant room for a guest or if the guest has any specific request then he will try to find such
room and if no such room found then can offer similar type of room. After deciding room type, assign
the room rate, which varies from guest to guest and the policy of the hotel. Front office department shall
finalize room and rates with guests during the registration process. Rack rate: The price a hotel charges
for a room before any discount has been taken into account. The published rate for a room sometimes
set artificially high in order to accommodate and used to calculate a variety of discounts.
Room Status: At registration, check-in clerks shall contact the housekeeping department to seek
latest information about the status of hotel rooms so that they can assign only clean and available rooms
for sale to their guests. That's why, the Front Office, Housekeeping and Reservation Department shall
maintain a high degree of collaboration between them. The front office and housekeeping department
shall continuously update the status of each single room. The front office and Housekeeping Department
shall frequently settle and compare their updated reports (especially under the manual system) for any
possible room status discrepancy. Housekeeping Status report: At the end of a work shift the house keeping
department prepares a housekeeping status report based on a physical check of all guest rooms.
Receiving Guest: The first impression in most important and should be the best impression.
When a visitor approaches the reception area, the receptionist should always smile directly at the visitor
and greet him followed with words such as "How can I help you?. Under no circumstances should a
receptionist ignore her visitor while chatting to a colleague or while continuing with a trivial task. Even
if talking on the telephone or dealing with another guest, the new visitor should be acknowledged with a
smile and an indication that he will have the receptionist's full attention as soon as possible. it is
important to be polite and show a certain amount of respect to guests. Guests usually stay in hotels to be
pampered and enjoy the luxury of being well-looked after. Addressing all guests as Sir and Madam until
you are familiar with their names will make a good impression.
REGISTRATION RECORD
The registration record is a collection of important personal and financial guest information. A typical
registration record includes:
Registration card provides the hotel with guests billing information and provides the guest with
information on checkout time and room rates. Even if the guest has a reservation, the completion of the
registration card is important, as it verifies the spelling of names, addresses, phone numbers, and
anticipated date of departure, number of people in the party, room rate, and method of payment. The top
portion of the registration card supplies information about the guest so the hotel has an accurate listing
of registered guests. With this information, phone calls, messages, and the like can be relayed as they are
received. This record is also used for billing purposes. The front desk clerk should quickly review the
completeness of the registration card.
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 over his / her room key, front office clerks shall offer bellboy
assistance.
Fulfilling Special Requests: Front Office Department shall watch for special requests by guests and
try promptly to satisfy the guest. This creates a good impression and lasting professional relationship
with the guests and increases the probability that the hotel will receive these guests for many more times
to come in the future (i.e. repeat guests). Guests' requests are usually grouped under the following
categories:
Room type
Bed type
Location
View
Amenities
Other Special requests
While many of the details surrounding special requests can be handled during registration, it is
important for the front desk to follow up on each request.
Early Arrival: It refers to those guest who arrive for check-in at the hotel before their scheduled
date and time of arrival