Registration by Ambika Chauhan Nair.ppt

7/30/2019 Registration by Ambika Chauhan Nair.ppt

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Registration

ByAmbika C. Nair

Don Bosco College- Hospitality Studies


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1. The function of pre-registration & identify pre-registration activities.

2. The importance of registration records andregistration cards.

3. The factors that affect room and rateassignments during the registration process.

In this Unit you will understand


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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 duringregistration and explain how to handle situations

in which guests cannot be accommodated by thehotel.


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Definition

The registration is a legal requirement, it also serves

as a proof of the guests stay in the hotel . It signifieshis consent to pay for all the services provided by thehotel and abide by the rules and regulations. Itcontributes significantly to the basic information about

the guest which the hotel needs to monitor itsbusiness. The registration procedure differs for thedifferent categories of the guests, like guests withreservation, without reservation, foreigners, groups,

etc.


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Objectives of RegistrationTo provide guest information to the hotel.

To fulfill legal requirements.

To provide mode of payment.

To provide information about the date ofdeparture.


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4 Concepts of Registration Process1. Collection2.Assignment and allocation of room

3. Establishing credibility of the guest

4. Future planning of the room sales


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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 BookRegister which is normally used by small hotels.Another type of register is a Loose Leaf Registerwhich is same as the bound book register in its

contents but the pages are not bound. One page orsheet is used for each day.

Individual guest Registration cards


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Bound Book Register


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Loose Leaf Register


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DOCUMENTS GENERATED IN THE

REGISTRATION PROCESSGuest Registration Card

Bell Boys Errand Card

Arrival notification slips

C Form


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DOCUMENTS GENERATED IN THE REGISTRATION PROCESS


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DOCUMENTS GENERATED IN THE REGISTRATION PROCESSHotel XYZ

Arrival Notification SlipDate: 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


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DOCUMENTS GENERATED IN THE REGISTRATION PROCESS


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REGISTRATION PROCESSRegistration procedure can be divided into 7 steps1. 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 key7. Fulfilling special request


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Accelerates registration process

Through the reservations process, a guestprovides nearly all the information needed tocomplete registration. Guests with reservations experience (i.e. expectedarrivals) experience a more rapidcheck-in due to theinformation. 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


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Pre-registration Contd

Verifying reservation record data. Activities mayinclude:Room and rate assignmentCreation of guest folio

For instance, a hotel courtesy airport pick up car picks up aguest arriving at the airport who has a hotel reservation. Thedriver / Airport Representative with appropriate information

and form can request a guests signature and this allows FOto get ready credit approval, room key and print a waitingmessage


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The registration record is a collection ofimportant personal and financial guestinformation. A typical registration recordincludes

NameAddress

Telephone numberCompany affiliationPayment method

Guest Registration Card Data


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Guest Registration Card Data Contd

Expected arrival datePlanned departure date or length of stayRequired room rateRequired room type

Room numberMethod of paymentSpecial requests

Signature


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Guest Information Form


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Check in


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Guest History


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Room & Rate Assignment

Room Ass ignment :

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.


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Room Assignment:

At registration, receptionist checks the roomsmanagement software for the latest status of rooms sothat they can assign only clean and available for salerooms to their guests.

That's why, the Front office, Housekeeping maintain ahigh degree of collaboration between them.The front office and housekeeping departmentcontinuously update the status of each single room.


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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 shallfrequently reconcile and compare their updatedreports (especially under the manual system) for anypossible room status Discrepancy.

The aim is to detect these very discrepancies beforeit's financially & timely too late, & correct them.


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Discrepancy Report


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Room & Rate AssignmentRoom Chart


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Room & Rate AssignmentRoom Assignment


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Room Rate Front office department shall finalize room rates with

guests during the registration process. Moreover, rackrates shall only be applicable for walk-ins especiallyduring 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, andpackage-plan


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Method of Payment

The registration process plays an important rolebecause FO receptionists gather information on theintended method of payment.

Cash

Credit Cards Direct Billing

Vouchers and certificates


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Cash

Guests intending to settle their accounts by cash haveno in-house charge privileges and, hence, all theirpurchases should be paid in advance (i.e. PIA status),which means that as guests purchase any kind ofservice or product, they must pay for it immediately.

In accordance to cash payment, FO Receptionists putsthese guests on NO POST status, this iscommunicatedto all POS outlets.


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Cash

Cash

Settlement

Currency

Notes

Travellers

Cheque

Personal

Cheque

Demand

Draft

Debit

Card

Local Foreign


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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 thedaily currency conversion rate and issues the currencyencashment certificate.

The foreign currency should be accepted only fromforeigners and the balance amount should be returnedin local currency.


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Travellers Cheques A travellors cheque is an international

accepted cheque for a sum in a specific currencythat can be exchanged elsewhere for localcurrency or goods.

Issued by a financial institution it functions as cash butis protected against loss or theft.

The purchaser of TC puts 2 signs one in front of theissuing authority-the bank & second in front of theencashing 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.


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Travellers Cheques


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Travellers Cheques


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Personal CheckNowadays, almost no hotels still accept personal checks

as a method of payment due to the high probability offraud associated with this method.


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Demand DraftA Demand Draft is a written order from the bank

for the payment of money upon presentation ofthe same. A person may obtain a DD by fillingthe required form and paying the draft amountand the banks commission.

It is however not a very practical mode of payment asthe deferred payment amount is established till checkout.

d f


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Demand Draft

bi C d


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Debit Card

A Debit card is a card (usually plastic) that

allows customers to access their fundsimmediately, electronically

It enables the holder to withdraw money or purchasegoods directly from the bank without paying by cash orwriting 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 computernetwork of the bank to verify & authorize thetransaction. Once the authorization is received from thebank the amount is debited from the guests bank

account & instantly credited to the hotels bank account.

D bi C d


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Debit Card

C dit S ttl t


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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

C dit C d / Ch C d


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Credit Card / Charge CardA Credit Card / Charge Card is a plastic payment card

that enables the holder to obtain goods and serviceswithout the requirement to pay cash.

The Account statement is sent to he card holder everymonth and must be settled in full.

A charge card is actually a type of credit card thatrequires you to pay your balance in full at the end ofeach billing cycle instead of making payments on thebalance over several months. A credit card, on theother hand, allows you to have a revolving balancethat you can pay off over a period of time.

C dit


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Credit Credit cards, nowadays, become a preferable method

of payment for guests and hotels. In accordance tothis very method of payment, front office receptionistshould check the following items before accepting thecredit 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

C dit C d / Ch C d


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Credit Card / Charge Card


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Travel Agent Voucher

Tour Operators & Travel Agencies make bookings forguests accommodation, F & B & other services. Theyreceive advance from guests and in turn they sendvouchers to the service provider (Hotel), with billing

instructions and services (Meal & Plan) etc. to beprovided to the traveller.Similarly Airlines (Contracted ones)also send Meals & AccommodationOrder (MAO) andPassenger Service Order (PSO).


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MAO


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Travel Agent Voucher

C t Billi /Bill t (BTC)


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Corporate Billing/Bill to company (BTC)Letter

Some companies whose executives travel at theexpense of the company, make a deal with hotels,whereby they determine the rates for different typesof rooms & meals to be offered to different types of

executives.The terms and conditions of payment arepredetermined

The reservations are made by the company onbehalf of the travelling executive.

C t Billi /Bill t (BTC)


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Corporate Billing/Bill to company (BTC)Letter

The front office ensures that company is in theapproved CVGR list of the hotel and that they enjoycredibility.

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 companyfor approval.

C t Billi /Bill t (BTC) L tt


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Corporate Billing/Bill to company (BTC) Letter

Amitabh Sourcing CompanyAnything Anywhere

A-15, Neeti BaghEw Delhi= 110001

+9111 25467894www.amitabhsourcingco.com

amitabh@amitabh sourcngco.comA

Dear Sir,

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 thisoffice 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:


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ISSUING ROOM KEYS:

With the issuing of room keys, the rooming processgets to an end. However, concerning room keys, front

office clerks shall respect hotel's written policiesgoverning guestroom key control.

As an illustration, front desk agents shall only handlethe room key to the guest without announcing and/or

spelling out the room number. This is a vitalrequirement to protect and ensure guest safety andprivacy.

After guest is handed his/her room key, front office

receptionists offer bellboy assistance.

FULFILLING SPECIAL REQUESTS:


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FULFILLING SPECIAL REQUESTS:

The Front Office department shall watch for anyguest special requests and try promptly to satisfy

them. This way creates a good and professionalrelationship with the guests and increases theprobability that the hotel will receive these guests foranother time in the future (i.e. repeat guests)

Guests' requests are usually grouped under thefollowing categories:

Room typeBed typeLocation

ViewAmenities

UP SELLING


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UP-SELLING

The receptionist/reservation staff offer guests to

buy rooms in categories above what they havechosen for themselves.

The receptionist must be trained to beprofessional salespeople.

Up-selling involves knowing how and when toask for a sale in a non-pressuring way and howto direct the sale from the guests perspective.


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SUGGESTIONS FOR UP-SELLINGAlways 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 notcall a guest by his or her first name.

Attempt to identify the needs of the guest (amenities,furnishing) Honeymoon or special vacation guest may bewilling 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.

h b d d


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When guests cannot be accommodated..

Walk-in guest( A guest who arrives without a priorreservation)

Hotels have no obligation to accommodate when norooms are available for the night.

Suggest and direct to alternative hotels nearby toassist the guest.. This gesture create and can reapsome significant benefits and good will.

When guests cannot be accommodated


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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 theguest 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 lackof accommodations is neither the guests nor the hotelsfault.


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Registration

Stepwise Check InProcedures


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Welcome to the hotel

It is important to acknowledge all guest in thelobby 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


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DETAILED STEPS TO REGISTER A GUEST

Guest arrives with reservationStep 1 = Greet the guest. Make guest feel

welcome and listen carefully.

Step 2 = Ask guest name, retrievereservation & give Registration card & pen.

Ask guest to check the details on GRC,explain if required & ask him / her to sign.

STEPS


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STEPS

Step 3 : Ask for identification, business

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

Step 4 : Allocate room (Ask guest ifthey have a preference (smoking, nonsmoking/ specific floor).

Step 5 : Check registration card toensure all details are complete/has beensigned/ method of payment stipulated

STEPS


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STEPSStep 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


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EYE CONTACT

All staff must ensure that they make eye contact

with guest upon arrival at the hotel & continue thisthroughout any further dealings with the guests.

All staff must also make a conscious effort toaddress 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 computerscreen.

PREFERENCES


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PREFERENCES During the process of check in, staff must ensure

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

Whilst every effort should be made on the staffspart to ensure preferences are met over and abovethose reserved, a simple explanation should sufficein the instance that you cannot accommodate anadditional request.

Some important details of Stay


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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 onlyPayment method & inclusions

Departure Date

Departure Time


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PLEASANTRIES

At the completion of the check in process beforethe guest leaves the reception area Staff is tomake eye contact with the guest and wish thema pleasant stay.

Every effort is to be made on the Staffs part toensure the pleasantry is sincere and warm.


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DEPARTURE ASSISTANCE

During the check in process please ask if guest requireshelp with their departure such as arranging a wake upcall , 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 youwill organize for the concierge department to makethese arrangements & have them call the guests directly

to reconfirm.

GUEST LOYALTY PROGRAM


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GUEST LOYALTY PROGRAM

Staff are to ask guests if they are a member of

any Guest Loyalty Program during check in ifthey are eligible.

Eligibility requirements

Staff is to input data into guest profile at point ofcheck in.


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EXPRESS CHECK OUT

Express check out: It eliminates the need for theguest to physically present at reception to settle theiraccount.

Staff should ask all guests who will be settling theirown account if they wish for an express check out.

If the guest would like one please set a trace the daybefore departure for the Night audit team.


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PACKAGE DETAILS

Accommodation/package such as room only, orroom and breakfast.

Executive club benefits if they are entitled to

them including operational hours. Amenities

Documents

Registration by Ambika Chauhan Nair.ppt