3rd Sem FO
Embed Size (px)
Transcript of 3rd Sem FO
ADVANCED FRONT OFFICE OPERATIONS SEMESTER III UNIT-I GUEST REGISTRATION CYCLE 1. PRE-REGISTRATION ACTIVITIES 1.1. IMPORTANCE & PURPOSE OF PRE-REGISTRATION 2. REGISTRATION 2.1 REGISTRATION OF ALL GUEST (Indians, foreigners, individuals, groups, crews and VIPs etc) 2.2 OBJECTIVES OF REGISTRATION SYSTEM 2.3 CONCEPTS OF A REGISTRATION SYSTEM 2.4 FLOW OF THE REGISTRATION PROCESS
2.5 DOCUMENTS GENERATED IN REGISTRATION PROCESS2.6 ANALYSIS OF REGISTRATION 2.7 VARIOUS TYPES OF REGISTRATION RECORDS 3. HOTEL STAY
1. PRE-REGISTRATION ACTIVITIES Pre-registration is an important activity followed in some hotels to speed up the check in procedure for regular guests, VIPS, celebrities, famous people, groups. In many hotels regular guests with reservation are pre-registered as this process normally simplifies the check in formalities, the hotel normally collects the G.R.C. fills it up according to the details on the reservation form for any particular guest. Generally both the room type and the rates are assigned on the G.R.C. Similarly; groups are pre-registered as a part of their reservation process. This is done because the most time consuming portion of check in routine is the compilation of a G.R.C. and the selection of room so the hotels which preregister the guest are able to provide efficient service to their guest at the time of arrival. The pre-registration is particularly useful in case of group arrivals. All the members of the group should be eager that their luggage is sorted out as early as possible and they go to their rooms and relax at the same time the hotel management could also be interested in speedy installation of all the group members so that the lobby area does not remain crowded for a long time, for this the front office staff should organize themselves in such a manner that they extend the best of services to the arriving guest first step is that on the morning of a arrival date. The required rooms are blocked as the room rack and keys are sorted out. The next step is to prepare the individual or GRC. On arrival a separate counter should be setup so as to avoid any disturbance to the regular business in the lobby area but away from the main counter. Keep all the cards ready for signature and keys of rooms should be collected together and given to the bell boys according to the rooming list who will ensure smooth check-in in co-ordination with the tour leader. Pre-registration is useful for guest as they get sufficient time and also to the hotel as it reduces the check in procedure time to the hotel as it reduces the check-in procedure time to the minimum and ensures efficient service their by helping in
strengthening the relationship between the guest and the hotel providing repeat customer generation.Through the reservations process, a guest provides nearly all the information needed to complete registration. In other words, guests who make reservations will likely experience a more rapid check-in. Pre-registration activities or registration activities that occur before the guest arrives at the property help accelerate the registration process at the front desk. Guests can be preregistered when reservations agents obtain information about the guest during the reservations process. Typically, pre-registered guests only need to certify information already entered onto a registration card, and provide a valid signature in the appropriate place on the card.
THE GUEST CYCLEBaggage Handling Transportation Bill settlement CheckoutCurrency Exchange
r rtu pa De eOcc upa y nc
Reservatio n Preregistration Key Card/Welcome letter Room Blocking Pre Room Arr Check iva l Amenities Doorman/Port er iv Arr Registrati al on Room Assignment Issuing of room Keys Roomin g
Safe Deposits Mail & Information Maintaining Guest Account Telephone Calls Transportati on
1.1 IMPORTANCE & PURPOSE OF PRE-REGISTRATION
Pre-registration normally involves more than producing a registration card. Room and rate assignment, creation of a guest folio, and other functions may also be part of pre-registration. However, some front office managers are reluctant to assign a specific room to a guest in advance of check-in since reservations are sometimes cancelled or modified. Specific room assignments sometimes get jumbled when last-minute changes are made. In addition, assigning too many rooms in advance may limit the number of rooms available to guests who are not pre-registered. This can slow down the registration process for those guests and create a negative impression of the hotel. Hotels tend to develop their own pre-registration policies based on experience. Pre-registration tasks are performed manually in non-automated and semi-automated front office systems. Consequently, pre-registration services may be limited to specially designated guests or groups. With a computerized system, pre-registration activities can be conducted for all expected arrivals. Since data recorded during the reservation process serves as the basis for pre-registration, computer systems can reformat a reservation record into a registration record. Although a hotel may have to void some pre-arrival room assignments because of last minute changes, the registration time saved for guests who register without complications usually compensates for the cancellations. Pre-registration lends itself to innovative registration options. For instance, a hotel courtesy van might pick up a guest arriving at the airport who has a hotel reservation. The driver of the van, equipped with appropriate information and forms, could request the guests signature on a prepared registration card, imprint the guests card, and give the guest a pre-assigned room key all before the guest arrives at the hotel. Another variation on pre-registration for air travelers involves actual services at the airport. Some luxury hotels have arrangements with a nearby airport to provide guests with convenient check-in services. The guest may leave an impression of a major credit card with an agent at an appropriate desk frequently the airport transportation desk. Credit information is then transmitted through a specially interfaced communication device to the hotels front desk. This allows the front office to approve the guests credit, prepare and print guest registration records, package room keys, and print any waiting messages. When the guest arrives at the front desk, he or she will enjoy the convenience of an abbreviated checkin process. A less sophisticated approach to pre-registration involves registering guests designated for VIP service at some place other than the front desk for example, at a concierge desk. Some hotels arrange for VIP guests to be taken directly to their rooms, thereby bypassing possible delays at the front desk.
Pre-registration Activities Cross check with Reservation correspondence before taking the final print out of Arrival Sheet. Pre-registration for VVIPS,VIPS,Regular guest. Check Room Status and availability. Expected departure. Arrival with special request.
VVIPs, VIPs, SPATT, Regular guest. Blocking of rooms. Preparing the Amenities voucher.
2. REGISTRATIONRegistration begins when the front desk agent extends a sincere welcome to the guest. A warm greeting sets the tone for everything that follows. The front desk agent moves into the registration process after determining the guests reservation status. To a great degree, registration relies on the information contained in a reservation record. Front office personnel will find registration simpler and smoother when they have accurate and complete information at their fingertips. From a front desk agents perspective, the registration process can be divided into six steps. Pre-registration activity Creating the registration record Assigning the room and rate Establishing the method of payment Issuing the room key Fulfilling special requests.
In addition to examining these steps, this chapter discusses creative registration options, the sales role of the front office staff, and procedures for turning away guests that the property cannot accommodate.
Guest Registration ProcessWalk In GuestAscertainment of Accommodation Requirement
Guest with Reservation
Analysis of availability
Confirmation of Requirement
Analysis of Availability
Room Assignment Tourism Heritage Institute of Hotel &
2.1 REGISTRATION OF ALL GUEST (Indians, foreigners, individuals, groups, crews and VIPs etc. Usually the registration procedure differs from different categories of guests like guest with Reservations, without reservations for foreigners (information about their passport details, cert. of reg. details etc. are taken), Indians, etc. Registration process is different for groups. The guests with reservations simplify the Registration procedure. Similarly a VIP/D.G. may be pre-registered. Groups are also usually pre-registered. The registration process takes maximum time for a walk in guest because hotel is not able to pre-register him and the receptionist will have to find out his requirement before assigning and allotting a room to match his needs. In case of a walk in the registration records are created at the Frond desk and not by the Reservation Officer as in case of a guest with Reservation. 2.2 OBJECTIVES OF REGISTRATION SYSTEM. The objective of Registration system is to provide guest information to the hotel, and at the same time to fulfill the legal requirement of making a contract between the hotel and guest. It also provides the date of departure to the hotel, which is very important in case hotel has other previous commitments. It helps the hotel in finding out and then meeting the special
requirements of a guest. It also gives information to the hotel about the mode of payment.