COMPONENTS OF THE REGISTRATION PROCESS.
The registration process is one of the many points of
interaction with the guest and
ultimately the cornerstone of delivering service
before, during, and after the guest stay.Early in this section, we discuss the importance
of capturing guest data that is confirmed from the previous reservation process
or initiated with a walk-in guest. While guests are in our care, we can
communicate with them, maintain an accurate accounting record,and later on
respond to any inquiries with regard to financial concerns or follow up on
service. Registration
begins when the front desk agent extends a sincere welcome to the guests. Warm
greeting sets the tone for everything that follows. The front desk agent moves
to the registration process
after determining the guest’s 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 accurate and
complete information has been captures during the
reservation process.
REGISTRATION PREPARATION
During the night audit shift,information from the
reservations department must be transferred to the front desk area.A list of
arrivals and reservations for the day, will be sent to front desk in a
noncomputerized system. These reservations are arranged in alphabetical order
to speed up the process of locating the reservations arriving for the day. In
the morning the entire rack is sent to the front desk. Then front desk must allocate
rooms fo the arriving guests,there must be an allocation for walk-in.
GUEST REGISTRATION PROCEDURES.
1. Receive the guest with a smile, a wish according to the time.
2. Check if he/she is holding reservation
3. If there is a reservation, then no problem, otherwise check for
availability of rooms
4. Get he guest registration card and fill it up
5. Fill up the key and the welcome card
6. If the guest is a foreigner, get the C form and fill it up.
7. Allot the accommodation
8. Fill the arrival register
9. Make information slips and send them to telephones, room service
and housekeeping (if the hotel has PMS then do not required
10. Open guest folio
11. Incase of VIP, CIP etc inform all the departments
12. Lastly inform the bellboys to carry the luggage and escort the
guest to the room and wish a comfortable stay in the hotel.
1. Receive the guest with a smile, a wish according to the time.
2. Check if he/she is holding reservation
3. If there is a reservation, then no problem, otherwise check for
availability of rooms
4. Get he guest registration card and fill it up
5. Fill up the key and the welcome card
6. If the guest is a foreigner, get the C form and fill it up.
7. Allot the accommodation
8. Fill the arrival register
9. Make information slips and send them to telephones, room service
and housekeeping (if the hotel has PMS then do not required
10. Open guest folio
11. Incase of VIP, CIP etc inform all the departments
12. Lastly inform the bellboys to carry the luggage and escort the
guest
to the room and wish a comfortable stay in the hotel.
THE REGISTRATION PROCESS CAN BE DIVIDED INTO SIX STEPS :
• Pre registration activity
• Creating the registration record
• Assigning the room and the rate
• Establishing method of payment
• Issuing the room key
• Fulfilling the special requests
Pre registration activity
Pre registration is the process that guest have reservations will
already have a registration card filled out prior to their arrival at the
hotel.Through the reservation 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 registrations activities
(registration activities that occur before the guest arrives at the property)
help accelerate the registration process.Typically pre registered guests’ only
need to verify information.collected by reservations agents during the
reservations process.Typically pre registered guests’ only need to verify
information already entered onto a registration cared and provide a valid signature
in the appropriate place on the registration card.Pre registration involves
room and rate assignment and creation of guest folio apart from producing registration
card. However in some properties they are reluctant to do room assignment as if
there are some last minute cancellations then may create an imbalance in the
status of vacant rooms.Pre registration tasks are done in non-automated and
semi automated front office systems also. But in many of such properties the
pre registration services may be limited to specially designated, VIPs or
groups.
Pre
registration helps plan for special requirements of guests as well as of the
hotel. For example, frequent guests may have special requirements of guests as
well as of the hotel. In addition pre registration help as managers when they
know that the hotel will be in full occupancy in next several days.
GUEST ARRIVAL
When
the guest arrives by his own automobile at a full-service hotel,a member of the
uniformed services staff will greet her or him.nUsually this person will be one
of the valet parking attendants. Then, attendant will welcome the guest to the
hotel and ask if the guest wants his or her car to be parked in the hotel’s
parking garage. But ,when no parking garage, the
attendant will fill out a parking tiket give the guest his or her part of the
ticket. The are several part to this ticket.another part of this ticket is kept
with the guest’s keys.when thet return to claim the car,the key and car are
easily located.the front desk cashier will receive notication from the garage
that the guest has his car parked there.thid need to be communicated to the
front desk.thebn the guest will be charged the parking fee.before moving the
car the valet parking attendant along with doorperson,will remove guest’s
luggage from the car and place it on a luggage cart. Doorperson will ask the
guest their last name and send the guest to the front desk and then doorperson
will turn the luggage over to a bellperson.if the bellperson is available ,the
guest should be escorted to the front desk.when the bellperson is not
available,the doorperson should write the guest’s name and keep it with luggage
until the bellperson comes to claim it. But in some large hotels,the guest will
given half of the luggage claim check with a number on it.when the guest in
their room,the guest simply calls down to the bell stand and given his claim
number and room number.then the bellperson will be assigned to deliver the
luggage to the room.
GROUP ARRIVAL
when a group arrives at a hotel,the bell
staff will assemble all of the luggage in one area.by using rooming list,which
show the guest’s name and room number ,the bell staff will set up the luggage
for delivery to the guest’s room.group must be informed ahead of time by the
hotel sales area that all luggage must have guest’s name on it.if it does
not,each guest must identify their luggage as it is unloaded.
THE REGISTRATION RECORD
After a guest arrives at the hotel, the front desk agent creates a registration
record, a collection of important guest information. Registration cards
facilitate the registration process and require guests to provide his/her name,
address, telephone number, company affiliation and other personal data. The
registration card usually contains a space for guest’s signature. Generally
this is a legal prerequisite to establishing guest’s relationship with the
hotel. In automated properties the registration card can be preprinted wherein the
guests can verify and then sign. At the time of check in. the front desk agents
needs to reconfirm the pre assigned rate and the planned departure date. The
registration card is either filed in the room rack or attached with the guest
folio. In an automated system the details will automatically get communicate to
the required departments where in otherwise it needs to be passed on so that
the guest is able o do credit purchases against the room account.
At check out, the information captures on guest registration card
may be used as the primary source for creating a guest history record. This record
may then become part of the data base to be used in the future by the hotel’s
sales and marketing efforts. The information contained
in a guest history database can be analyzed to assist management in
developing marketing strategies, marketing lists and detailed reports.
GUEST
REGISTRATION CARD
As the name suggests the registration is done in the card form. Normally
three copies are made with carbon papers. The original copy along with C-form
is send to the police, second copy is for hotels records and the third one is
kept along with the guest folio.’ But many times C-form is a separate document.
C-FORM
Under the rules C-form has to be filled up for all foreign
residents of the hotel. The purpose of C-form is to furnish certain information
to the police to check on the movements of foreign nationals visiting the country.
The C-form has to be filled in duplicate for all individuals including husband,
wife and all the children. Nationality, passport numbers, date and place of
issue, purpose of visit, address, duration of say are all main details found in
C-form.
When a group is staying only one C-form is made for the whole
group.The groups rooming list, which consists of all group member’s name along
with their nationality, passport number, date and place of issue are printed.
The group rooming list along with the C-form prepared for
the group is sent to the police. c-forms have to be sent to the
police within 24 hours of arrival of the guest.
REGISTRATION
PROCESS
The flow of a
guest through the hotel’s cycle begins as soon as he or she makes a reservation
for a room.Following that,the next stage in the cycle is the arrival.
