Guest Registration cycle

1. Guest Registration cycle Unit - I 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. Arrival Pre Arrival During stay Departure GUEST CYCLE • Pre-Arrival • Arrival • During stay • Departure 4

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 Arrival Mail Message Information 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 WalkIn 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 JoromeJ.Vallen. • Managing Front office Operations byMichael L KasavanaPhd,RichardM.Brooks. • Hotel Front Office Training Manual by SuvradeepGaurang Ghosh.

29. BIBLIOGRAPHY • wwwwikianswers.com • www.hotelassociationofindia.com • www.hotelsmag.com • www.tourism-review.com • www.expresshospitality.com • www.hotelonline.com • www.hospitalityschool.com • www.hotelmarketing.com • www.vec.ca