1. Guest Registration cycle
Unit - I 1 1

2. Guest Reservation Cycle
Guest Arrival
Preparing for the guest arrival
Receiving welcoming and assigning the room.
Registration procedure
During the stay

3. GUEST CYCLE
The sequence of events that begins with pre-arrival activities, continues through arrival, during stay procedures, and concludes with post-sale transactions.

4. GUEST CYCLE Pre-Arrival Arrival During stay Departure Pre Arrival4

5. FUNCTIONS OF THE GUEST CYCLE
Reservation
Late charges, walk outs, bad debts
Pre-registration
Transportation
Key Card/Welcome letter
Baggage Handling
Room Blocking
Bill settlement
Key card submission
Room Check
Departure
Pre Arrival
Preparation of
guest bill
Amenities
Safe Deposits
Welcoming
During stay
Mail Message Information
Arrival
Baggage Handling
Registration
Telephone Calls
Room Assignment
Travel Assistance
Issuing of room Keys
Currency Exchange
Rooming
Maintaining Guest Account 5

6. PRE-ARRIVAL 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.

7. PRE-ARRIVAL ACTIVITIES
Check expected departure.
Check for special requests.
VVIPs, VIPs, SPATT, Regular guest.
Blocking of rooms.
Preparing the Amenities voucher.

8. CROSS CHECK WITH RESERVATION CORRESPONDENCE
Verify with Reservation slip & Correspondence letter about:
Check-in & Check-out date
Type of room requested for
Company name
Room rent to be applicable (i.e., CVGR, CGR, Special discounted rate)

9. CROSS CHECK WITH RESERVATION CORRESPONDENCE
Billing instruction
Status of the Guest (i.e., VVIP, VIP)
Either the guest has stayed before (Check with the Guest History)

10. GUEST PRE-REGISTRATION FOR VVIPS,VIPS,REGULAR
Take the print out of the Registration cards on availability of the guest details.
Prepare the Key Card & Welcome letter.
The guest room should be checked by the senior level hotel person like GM,FOM,EHK.
The guest room should be kept with the complimentary items like fruit, flowers, cookies etc.

11. ROOM STATUS AND AVAILABILITY
Vacant/Clean
Vacant/Dirty
Occupied/Stay-on
Occupied/Expected departure
OOO (Out of Order)
U/R (Under Maintenance)
Blocked room

12. ROOM AVAILABILITY BOARD

13. EXPECTED DEPARTURE Prepare the Expected departure list.
Follow-up with the due out guests on high occupancy.
Block the rooms for the Expected Arrivals according to the departure time of the departing Guest.
Inform House Keeping about the Check out Rooms immediately.

14. EXPECTED ARRIVAL & DEPARTURE SHEET
FORMAT

15. ARRIVAL WITH SPECIAL REQUESTS
Block the rooms according to the guest demand if any.
Check the block rooms for VVIPs, VIPs & Special Attention guest (SPATT).
Place amenities in the rooms.
Check for any special instructions if any.

16. PREPARING THE AMENITIES VOUCHER
Prepare the Amenities voucher according the status of the guest.
Amenities generally recommended from Front Office are:
Fruit Basket, Flower arrangement & Cookies platter, Cake, Soft Drinks, Mineral Water Bottle. Some times mini bar can be recommended. Free use of Steam Bath, use of Jacuzzi and Body Massage coupons can also be the part of amenities.

17. Registration Activity
Greeting and welcoming of Guest.
Registering the Guest.
Verifying the identity of the guest.
Assigning the Room No.
Reconfirming the Room Rent.
Clarifying the mode of payment.
Rooming the Guest by Bell Captain/Bell boy.
Heritage Institute of Hotel & Tourism 17

18. Registration Methods Bound Book. Loose Leaf Register.
Individual Registration (GR Card). 18

19. Bound Book Registration

20. Loose Leaf Registration

21. Registration Card

22. Concept of Registration
Collection: Gathering of missing information.
Product Matching: Assigning the right room as per the booking.
Revenue Management: Cross check the rate code and rate
Room Management: Cross checking the check out date.
Completion: Preparing ANS and ‘C’ Form. 22

23. System of Registration
Manual.
Semi-automatic.
Automatic.
Express Check-in 23

24. Guest Registration Process
Walk In Guest
Guest with Reservation
Ascertainment of
Accommodation Requirement
Pre Registration
Confirmation of Requirement
Analysis of availability
Recheck the room rate and C/O date
Inform the room charge
Room Assignment 24

25. Post Registration Activity
Inform House Keeping, Room Service & Telephone Operator (ANS)
Show check-in in the computer & fill in AD Register.
Prepare the ‘C’ form for the foreigner Guest.
Open the Guest folio/account. 25

26. Activities during the stay
Safe deposit
Mail & Information (hotel and city)
Telephone calls
Arranging Transportation
Currency Exchange
Maintaining Guest accounts
Business Center services
Room Change
Be Interest in guest and his/her problems. 26

27. Things to Remember Express Check-in Black list or Black Book No Show
Room position= Available vacant rooms + No of Rooms expected departure-No of Expected Arrivals

28. BIBLIOGRAPHY
Textbook of Hotel Front Office Management & Operations by Manoj Kumar Yadav.
Check-in Check-out Managing Hotel Operations by Gary K. Vallen and Jorome J.Vallen.
Managing Front office Operations byMichael L Kasavana Phd,Richard M.Brooks.
Hotel Front Office Training Manual by Suvradeep Gaurang Ghosh.

29. BIBLIOGRAPHY wwwwikianswers.com www.hotelassociationofindia.com