registration. i mportance of first guest contact first impression is setting the tone for...

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Registration

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Importance of First Guest Contact•First impression is setting the tone

for hospitality and establishing a continuing business relationship.

•Good first impression – sets the tone for future service encounters

•Bad first impression – difficult to recover (the guest already made up his/her mind about the hotel)

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The Registration Process• Guest requests to check in• FD Agent projects hospitality• FD Agent inquires about guest reservation• Guest completes registration card• FD Agent reviews completeness of RC• FD Agent verifies credit• FD Agent makes room selection• FD Agent makes room assignment• FD Agent assigns room rate• FD Agent upsells hotel

products/services• FD Agent provides room key

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Registration Card Data•Name

•Address

•Telephone number

•Company affiliation (if applicable)

•Anticipated date of departure and ETD

•Number of people in the party

•Room rate

•Payment method

•Valid signature

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Extension of Guest Credit• Accepting guest credit card• Credit card processing• Interpreting information from the credit card validation machine (status, approval code)• Verifying the cardholder’s identification

Pre-authorization

((rate+tax) x #nights)+(incidentals x #nights)

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Establishing the Method of

Payment (upon registration)• Cash – PIA guests (No Post)

• Credit cards • Debit cards

• Direct billing• Groups payment (PM)

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Room Status

HSKP Room Status1. Clean

2. Dirty

3. Vacant/Inspected – the only room status to check-in a guest

4. Out of Order/Service– under maintenance

FO Room Status1. Vacant – room is currently unoccupied

2.Occupied – guest inhouse

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Room Status in Opera System

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Room Status Report

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Room Status DiscrepanciesRoom Status Discrepancies

• Sleeper – The front office status will show the guest checked out (vacant), but Housekeeping department will indicate that someone is still in the guestroom (occupied).

• Skipper – The guest leaves the hotel without settling his or her account; the front desk still shows the room as occupied, but housekeeping lists the guestroom vacant.

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Types of Room Rates

Room Rates Rack Rate

Commercial or Corporate Rates Complimentary Rates

Group Rates Family Rates

Day Rates Package Rates

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Room Assigning Principals• First priorities are: VIP guests, Special

requests guests, Groups, Early arrival guests, guarantee guests

• Try to assign the same floor for the guests from same company/group

• Assign rooms according to guest’s preferences

• If you have enough vacant rooms at that day, you can prepare some spare rooms for walk in guests

• Assign rooms according to guest arrival time. Inform Housekeeping to clean rooms right away after you assign rooms

Room Assigment

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Denying Accommodation

How to decide which guest should NOT be walked out?

• Corporate Guests

• Repeat Guests

• One-night stayers

• Group guests

How to decide who can be potentially

walked out?• Guests who are staying for minimum two nights• Individual travelers• First-time visitors

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Suggestions of Handling the Walked-out Guests

• The hotel shall pay the transportation expenses or offer hotel car to take the guest to an alternative hotel.

• Alternative hotel should be a sister property or comparable with standards.

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Suggestions of Handling the Walked-out Guests

• Guests should be encouraged to return to the hotel at the earliest date of availability. Upon their return, they may be placed on a VIP list, provided a complimentary room upgrade, or presented with a small gift/amenities as compensation.

• Management should personally welcome the guest upon return to the hotel and pay special attention to the needs of the guest throughout the stay.