2. Guest Registration Week 6
Subject : V0206 – Administrasi &
Operasional Kantor Depan
Year : 2009
Guest Registration Week 6

3. Subject Importance of the first guest contact Capturing guest data
Guest registration procedures
Concierge service
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4. On completion of this lesson, the students will be able to:
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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5. 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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6. 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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7. Guest Registration Procedures
Discuss ways to project a feeling of hospitality
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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8. Guest Registration Procedures
Review completeness of registration card:
Handwriting: Spelling of names, addresses, zip code, license plate identification
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9. 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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10. 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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11. 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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12. Credit Card Processing
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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13. Guest Credit Proof of identification
Outline the importance of this step:
valid driver’s license with a photo
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14. 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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15. 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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16. 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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17. The Components of a Well-Organized Room Inventory
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.
Reservation Status
- Open
- Confirmed 4 P.M.
- Confirmed 6 P.M.
- Guaranteed
- Repair
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18. 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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19. 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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20. 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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21. 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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22. Types of room rates
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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23. Developing a pre-planned sales pitch based on product knowledge
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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24. Coaching the Shy Employee in Sales Skills
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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25. 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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26. 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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27. Registration with a PMS
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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28. Registration with a PMS
Various reports that assist in PMS registration
Registered Guests
Guest arrival Report
Group arrival Report
Vacant room Report
Room status Report
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29. Self-check in Reasons for consideration of offering self-check in
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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30. 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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