Subject
Year
: V0206 – Administrasi &
Operasional Kantor Depan
: 2009
Guest Registration
Week 6
Subject
• Importance of the first guest contact
• Capturing guest data
• Guest registration procedures
• Concierge service
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Objectives:
On completion of this lesson, the students will be
able to:
- apply the guest registration procedure both for guests
with reservation and walk-in, which include welcoming
the guests, filling in guests’ data, room and key
assignment, handling guests payment, and selling the
hotel facilities
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Importance of the First Guest Contact
• Tone which is set at registration
• What constitutes warm hospitality?
• Recent experiences during registration at a
hotel
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Components of the Registration Process
• Capturing Guest Data
– Importance of capturing this data for guest
messages, guest requests for service from
other departments, and credit verification
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Guest Registration Procedures
• Discuss ways to project a feeling of hospitality
o
o
o
o
eye contact
warm smile
an inquiry about travel experience or weather
an offer for assistance with the luggage
• Discuss ways to retrieve guest reservations - via
PMS
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Guest Registration Procedures
• Review completeness of
registration card:
Handwriting: Spelling of
names, addresses, zip
code, license plate
identification
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Guest Registration Procedures
– Correctness of phone numbers, anticipated
departure date, number of people in the room,
room rate, and method of payment
– Note any blank areas for possible “fraud” –
example: no credit card because it is in the lost
suit case
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Guest Credit
Credit card types
• Bank cards (VISA, MasterCard, or JCB)
• Commercial cards (Diners Club)
• Private label cards (J.C. Penney)
• Intersell cards (Ramada)
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Guest Credit
• Discount rate – a percentage of the total
sale that is charged by the credit card
agency to the commercial enterprise for the
convenience of accepting the credit card.
• Rate depends upon volume of sales
transactions, amount of individual sales
transaction, expediency with which
vouchers are turned into cash, etc.
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Guest Credit
• Credit Card Processing
– Use of credit card imprinter and
credit card validater
– This step establishes credit limit
for the guest stay
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Guest Credit
• Proof of identification
• Outline the importance of this step:
– valid driver’s license with a photo
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Guest Credit
• Process of using a Bill-To-Account
– Personal extension of pre-approved credit with the
hotel; the hotel processes the bill after the sale
– Advantages and disadvantages to the guest and
the hotel
• Guest perceives bill-to-account as prestigious
• Hotel saves discounting of guest bill
• Hotel must act as billing and collection agency
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Components of Registration Process
• Room selection concepts
– Blocking procedure – process of placing rooms
from inventory into various reservation status.
– Review of confirmed and guaranteed
reservations
– Review of expected check outs for a particular
day
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Meeting Guest Requests
• Special accommodations (bed requirements)
- K, Q, D, T
• Location – views, “away from,” levels
• Layout and décor – suites, Murphy bed,
• Ancillary equipment – business meetings
• Special needs – hearing-impaired, ramps, visual
devices
• Availability – special request
• Price – as a primary concern
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The Components of a Well-Organized Room
Inventory
Reservation Status
- Open
- Confirmed 4 P.M.
- Confirmed 6 P.M.
- Guaranteed
- Repair
Housekeeping Status
– Available, Clean, or
Ready
– Occupied
– Stayover
– Dirty or On Change
– Out of Order
– Sleeper – a room that is
thought to be occupied but in
fact is vacant.
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Communication system between the front desk and
other departments (Housekeeping, maintenance, and
reservation staff)
• Scheduled times for releasing rooms by
housekeeping rooms requires a system
whereby the individual room attendants
report the cleaned rooms to the floor
supervisor on a timely basis.
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Room Rate Establishment
• Room rates pivotal in providing income for
administrative, overhead, and utility expenses.
• Room rates involve many factors …”
– manipulation of projected sales and related
expenses
– market competition
– marketing and sales efforts
– operations
– price sensitivity
– tax investment opportunities
– seasonality
– tourism
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Room Rate Establishment
• General Rule-of-Thumb Method that stipulates
that the room rate should be two dollars for every
thousand dollars of construction costs
• Hubbart formula takes into consideration such
factors as operating expenses, desired return on
investment, income from various departments in
the hotel and room income
– Room Rate Survey as a method of
maintaining current on the room rates of
competitors
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Types of Room Rates
• Rack rate – highest rate charged by the hotel
• Corporate rate – offered to business persons of a
corporation who are frequent visitors
• Commercial rate – rate offered to infrequent business
persons
• Military/Educator rate – rates offered to a price sensitive
market yet attractive for a large volume of repeat
business
• Group rate – offered to travelers who attend en masse
• Family rate – rate which is price sensitive yet attractive
for many families
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Types of room rates
•
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Package rate – rates used to lure guests into a hotel during
low sales periods
– American Plan (AP) – includes meals with room rate
quote
– Modified American Plan (MAP) – includes one meal
with room rate quote
– European plan (EAP)– room rate and food and
beverage sales are kept separate
– Half-day rate – room rate for half-day rental
– Complimentary rate – no charge to the guest
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Maximizing room rates - presenting various room rates in
a manner that reflect the positive features of the product
• Developing a pre-planned sales pitch
based on product knowledge
– Room furnishings, special features,
layout, and rate ranges
– Desk clerk training in use of descriptive
words needed
– Desk clerk practice sessions in
salespersonship techniques
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Maximizing Room Rates
• Coaching the Shy Employee in Sales Skills
– Desk clerk training in picking up on subtle cues
from guests
– Incentive programs for desk clerk motivation
– Bottom-up and top-down sales methods
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Maximizing Room Rates
• Sales opportunities
– hotel services
– additional reservations during the
registration process
• Management’s plan to sell additional
room reservations
– salesperson skills
– incentive programs
– complementary in-house
advertising from other departments
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Components of Registration Process
• Room Key Assignment
– Need for accuracy
– Need for discretion for security in issuing key
– Maintenance of security of keys
– area for holding keys
• hard key – proof of guest identification required
• electronic – new combination for each new guest
• request for proof of registration for duplicate key
requests
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Registration with a PMS
•
•
•
•
•
•
•
•
•
•
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Retrieval of completed version of guest data Reservation
on a PMS
Advance Registration Form Retrieval of reservation
Group registration
Checking of room inventory options for guests who have a
reservation but the room has not been blocked
Room Inventory Screen
Room Inventory Housekeeping Status
Walk-in Registration
Walking a guest when a reservation can not be honored
Verifying room rate with guest
Issuing electronic key
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Registration with a PMS
• Various reports that assist in PMS
registration
–
–
–
–
–
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Registered Guests
Guest arrival Report
Group arrival Report
Vacant room Report
Room status Report
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Self-check in
• Reasons for consideration of
offering self-check in
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–
–
–
–
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Capital expenditures
Decreased labor costs
Increased speed of registration
Delivery of hospitality
Opportunity for selling additional hotel
services within the hotel
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Self-check in
– Procedure a guest would use
• Use of personal credit or debit card
• Registration by a wireless
communications
– Hiltons OnQ™ Technology
• Remote, web-based check-in 24 hrs.
prior to arrival
• Electronic folio access
• Check-in kiosks (100) within 45 Hilton
Family Hotels in metro and airport
markets
• High-Speed Internet Access available
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