SCHOOL OF HOSPITALITY AND TOURISM

KOLEJ YAYASAN PELAJARAN JOHOR

MANAGING FRONT OFFICE OPERATION

DHM 3133

MUHAMMAD ADAM BIN ABDULLAH

MUHAMMAD NABIL AHLAM BIN MD KAMAL
NURNABILA BINTI MUSTAPA
NURLYANA BINTI ZAKARIA

HB 41 G/H / SEMESTER 5

TOPIC 6
REGISTRATIONS

PREREGISTRATION

Preregistration Activities-registration activities that

occur before the guest arrives at the property.

Creation of a guest folio

Greeting guests

CREATING THE REGISTRATION RECORD

After the guest arrives at the hotel, the front desk agent
verifies a registration record or creates a registration record
containing important guest information.

The registration record requires a guest to enter or verify

his or her name, address, telephone number,
company affiliation, payment method, signature and
other personal data.

A guest paying cash in advance at registration is likely to

have a no-post status in the hotel's sales outlets. guest are
not allowed to charge purchases to a room account

The guests departure date should be established or

confirmed. As well as the room rate

ROOM & RATE ASSIGNMENT

Involves identifying and allocating an available room

in a specific room category to a guest.

Accommodate guest preference from room types.

Pre-assigning a specific room depends on the rooms

availability status.

Room rate price a hotel charges for overnight

accommodations.

Rack rate designated standard rate for each room,

the rate the one posted on or near the room rack.

SECURING A FORM OF PAYMENT

Authorize (validate) the card at time of registration

Method of payment
- Cash/paid in advance
- Credit cards
- Directing billing
- Special programs

ISSUANCE OF KEYS

Control issue of guestroom keys for guest safety

Never announce the room number

Provide bell service

FULFILLING SPECIAL REQUEST

Part of the guest registration process involves

acknowledging and acting guest requests.

Guestroom special requests include : room type, location,

view, bed type, amenities, special furnishings for disable
guest, high speed internet access.

Sometimes, special request are made by another person on

behalf of the guest. Example, travel agent may order
basket of fruits to be delivered to the guestroom of their
client.

The front office staff should follow up on each request to

make sure it has been fulfilled.

WHEN GUESTS CANNOT BE ACCOMODATED

Walk-in guest

Guest with non-guaranted reservation

Guest with guaranted reservation

TOPIC 7
CHECK-OUT & SETTLEMENT

The front office performs at least three important functions

during the check-out and settlement process:

It resolves outstanding guest account balances

It updates room status information

It creates guest history records

CHECK-OUT & ACCOUNT SETTLEMENT

Check-out so important because it is the last opportunity

for a hotel to demonstrate your concern for the guest.

Many of the same technique used during check-in still

apply at the end of a guests stay like:
-use the guests name to make the interaction more
personal
-be helpful; call the bell attendant to help the guest with
luggage
-create a positive and memorable last impression in
order to keep
guests coming back to the hotel

DEPARTURE PROCEDURES

Checking for mail, messages and faxes

Checking for safe deposit box in-room safe keys

Posting outstanding charges

Verifying account information

Inquiring abut additional recent charges

Presenting the guest folio

Verifying the method of payment

Processing account payment

Securing the room key

Updating the rooms status

Late check-out, how to minimize

it ??

Front office should post check-out time notice ins

conspicuous place.

Properly communicate and tactfully enforce the check-out

time.

Charges late check out fees

Print the check out timings on the key card cover.

CHECK-OUT OPTIONS

Express check-out

Self-check-out

UNPAID ACCOUNT BALANCE

Regardless of the reason, after-departure charges or

outstanding balances represent unpaid account balances.

A late charge is a transaction requiring posting to a guest

account that does not reach the front desk for posting until
after the guest has checked out and closed his or her
account.

ACCOUNT COLLECTION

Late charges that are billed to departed guest should not be

classified as uncollectible until the front office has exhausted all
billing and collection procedures.

Typical ledger accounts include:

- Credit card billing to authorized credit card companies
- Direct billings to approved company and individual account
- Travel agency accounts for authorized tours and group
- Bad check accounts resulting from departed guest whore
personal
checks were returned unpaid
- Skipper account for guest who left the hotel without settling
their
account

FRONT OFFICE RECORDS

Front office usually makes at least two copies of each guest account
folio:
- One copy serves as the guests receipt
- One copy as the hotels permanent record

Front office management can better understand its clientele and

determine guest trends when it develops and maintains a guest
history file.

Purpose of guest history record:

- As a source for mailing list or
- To identify guest characteristic important for strategic marketing
- Help the hotel develop and place advertisements that appeal to the
types of clientele the hotel is attempting to attract.
- Point out the need for new supplementary, or enhanced service.