1. © 2009, Educational Institute Chapter 5 Registration Managing Front Office Operations Eighth Edition (333TXT or 333CIN)

2. © 2009, Educational Institute 1 Competencies for Registration 1.List the seven steps of the registration process, explain the function of preregistration, and identify preregistration activities. 2.Describe the function of registration records and registration cards, and identify factors that affect room and rate assignments during the registration process. 3.Outline procedures for establishing the guest’s method of payment at registration. (continued)

3. © 2009, Educational Institute 2 Competencies for Registration 4.Explain the importance of verifying the guest’s identity, outline proper procedures for issuing guestroom keys to guests, and describe the front desk agent’s role in addressing special requests from guests during registration. 5.Discuss creative registration options, describe techniques used to upsell guests during registration, and explain how to handle situations in which guests cannot be accommodated by the hotel. (continued)

4. © 2009, Educational Institute 3 Registration Process Preregistration activities Creating registration record Assigning room and rate Establishing method of payment Verifying guest’s identity Issuing room key Filling special requests

5. © 2009, Educational Institute 4 Preregistration Accelerates registration process Guests verify reservation record/card data Activities may include: Room and rate assignment Creation of guest folio

6. © 2009, Educational Institute 5 Registration Record/Card Data Name Address Telephone number Company affiliation (if applicable) Payment method Valid signature

7. © 2009, Educational Institute 6 Room Rate Categories Rack rate Room rate and meals American Plan Modified American Plan All Inclusive rate European Plan Special room rates Commercial/corporate Complimentary Group Family Day Package-plan Frequent traveler

8. © 2009, Educational Institute 7 Cash Payments No-post status Cash equivalents: Cashier’s checks Traveler’s checks Money orders

9. © 2009, Educational Institute 8 Payment by Personal Check Identification required on check: Driver’s license number Address Telephone number Hotels normally do not cash second- and third-party checks Personal check guarantee services

10. © 2009, Educational Institute 9 Payment by Credit/Debit Card Expiration date and location Online authorization Invalid cards Imprinting the voucher Floor limits Reserving credit Denying a credit request

11. © 2009, Educational Institute 10 Guestroom Special Requests Location View Bed type Smoking/no-smoking status Amenities Special furnishings for disabled guests High-speed Internet access Entertainment systems

12. © 2009, Educational Institute 11 Creative Registration Options Eliminate the front desk Register group guests at a special location Create a separate registration area for VIPs Combine the hotel and meeting registration in a separate area Register guests off-site Self-registration