hotel front office registration

Bali Hospitality Professional Service

Drs. Agustinus Agus Purwanto, MMSenior Consultant

Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia

E-mail: agustinus.aguspurwanto@ehotelier.com

Web: www.linkedin.com/in/aguspurwanto

Hotel RegistrationHotel Registration

Registration ProcessRegistration Process

1. _____________________

2. _____________________

3. _____________________

4. _____________________

5. _____________________

1.1. PreregistrationPreregistrationPre-Assigned Rooms

Block special requested rooms Connecting, Non-smoking, ADA

VIP Registration Area Concierge Desk Casino Services

Van Registration Airline pilots

2. Create Registration 2. Create Registration RecordRecord

Name Address Telephone number Company affiliation Payment method Signature

Use as guest history record for database marketing

Guest Information FormGuest Information Form

Check-inCheck-in

Guest HistoryGuest History

3. Room & Rate 3. Room & Rate AssignmentsAssignments

Reservation Status Determines a room’s __________ availability Group room blocks prevent check-in

Housekeeping Status Determines a room’s __________ availability

Room Status Discrepancy Housekeeping status differs from front

desk status

Pre-assignments are automatically color-coded: guaranteed, not-guaranteed, in-house, and out-of-order

Room ChartRoom Chart

Room AssignmentRoom Assignment

Rate AssignmentRate AssignmentRack Rate

The hotel’s standard, published rate Other rates are discounted off the rack rate

Corporate Rate Provided to frequent business guests

Group Rate Negotiated based on number of rooms

Rate AssignmentRate Assignment

Room andRoom andFood & Beverage Food & Beverage

PackagesPackagesAmerican Plan (AP)

The first American hotels differed from European hotels by charging a fixed fee ($1 per day) for food and lodging.

______________________ Often used at Resorts

Modified American Plan (MAP) _______________________

European Plan _______________________

4.4. Establish PaymentEstablish PaymentCash

No charging privileges

Personal Checks Driver’s license or credit card for guarantee

Credit Cards Handle denial codes with care

Direct Billing Companies & groups

Special Programs Vouchers and certificates

4. Issue Room Key4. Issue Room Key

Completes the registration process

Never announce the room number

Introduce the guest to the bellperson

5.5. Fulfill Special Fulfill Special RequestsRequests

Technically, this is not the last step, it should be done before the room is assigned

Pre-assign connection, adjacent & adjoining

May include requests for: Location View Bed type Amenities

Try to sell ADA rooms last

Guest Room AmenitiesGuest Room Amenities

Smoke Detectors

Electronic Door

Locks

In-Room Voicemail

Turndown Service

Amenity Percentage of Hotels

99%80%64%18%

Smoking RoomsSmoking Rooms

16%

20%

15% 15%15%

US Avg Chicago NY LA Miami

84% of the Hotel Rooms in the US are Non-Smoking

UpsellingUpselling Convince guests to rent rooms above standard

rate accommodations.

Identify guest’s needs and upsell to meet them.

Enhance value for guest while increasing hotel revenue.

Incentive programs for employees.

Room Status Room Status DefinitionsDefinitions

Occupied Complimentar

y On-change Stayover Sleep-out Sleeper Skipper

Room Status Room Status DefinitionsDefinitions

Vacant and Ready Out-of-order Lock-out Due out Check-out Late check-out

Hotel Room TypesHotel Room Types

Single/twin

(1%)

Double (7%)

Queen (22%)

Quad

Suites (16%)

Double-double

(36%)

King (34%)

Connecting rooms

Adjoining rooms

Adjacent rooms