Guest RegistrationWeek 6

Subject : V0206 – Administrasi & Operasional Kantor Depan Year : 2009

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Subject

• Importance of the first guest contact• Capturing guest data• Guest registration procedures• Concierge service

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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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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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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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Guest Registration Procedures

• Discuss ways to project a feeling of hospitalityo eye contacto warm smileo an inquiry about travel experience or weathero an offer for assistance with the luggage

• Discuss ways to retrieve guest reservations - via PMS

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Guest Registration Procedures

• Review completeness of registration card:

Handwriting: Spelling of names, addresses, zip code, license plate identification

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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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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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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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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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• Proof of identification• Outline the importance of this step:

– valid driver’s license with a photo

Guest Credit

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• 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

Guest Credit

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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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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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The Components of a Well-Organized Room Inventory

Reservation Status

- Open- Confirmed 4 P.M.- Confirmed 6 P.M.- Guaranteed- Repair

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.

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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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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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• 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

Room Rate Establishment

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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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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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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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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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• 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

Maximizing Room Rates

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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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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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• Various reports that assist in PMS registration– Registered Guests – Guest arrival Report – Group arrival Report – Vacant room Report – Room status Report

Registration with a PMS

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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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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