Registration

Registration:

Guest Registration means that the guest is received at the hotel and then the receptionist on duty completes the formalities like signing of registration card, collection of photo id, passport, visiting cards, advance deposit collection, preauthorization, and service of welcome drink and allocation of rooms to these guests.

The registration process consists of following steps:

1. Pre-registration: Guest can be pre-registered using the information collected during the reservation process. Pre-registration normally involves producing registration cards in advance of guest arrival. Room and room rate assignment, creation of guest folio, preparing meal coupons for groups, placing orders for welcome drinks, flowers, garlands, and special items to be placed in the guestroom before arrival of the guest, etc. are part of the pre-registration process.

2. Creating the registration record: Once the guest arrives at the hotel; the front desk agent creates a registration record which is a collection of important guest information. The registration card requires the guest to write down his or her name, address and other information in manual systems or in case of walk in guests and it may be preprinted if the guest comes with an advanced reservation in automated systems or PMS.

The formats used during the check-in of the guests are:

• Guest Registration Card (GRC) / C Form: Registration card is filled by the guest during check-in. It is a very important document from where a front desk agent gets all the information about the guest. A registration card consists of name of the guest, address, organization name and address, nationality, arrival time and date, expected date of departure, purpose of visit, room number, number of person, room rate etc. Now a days, the details required in “C” Form are also combined in the GRC thus eliminating the need for filling up and signing. The passport and visa details are filled in the GRC with additional columns for getting this vital information for foreigners or NRIs. The original copy is sent as C Form and duplicate copy is retained as registration record.

• C Form: In smaller establishments the C Form is asked to be filled separately along with the guest registration card. It is a legal document which has to be filled by all foreign nationals except those from Nepal. NRI’s with green cards do not have to fill this card. Children up to 16 years and diplomats from other countries are also exempted from filling C form. Three copies of C form are made, 1st copy is sent to the FRRO, LIU Office or Local Police Station and the second copy is retained as office copy with the hotel within 24 hours of registration. The C Forms of nationals from Bangladesh and Pakistan are to be submitted to the above offices within 12 hours.

• Arrival and Departure Register: In many hotels the A&D register is maintained by the front desk agent to record all the arrivals and departures on a particular day. It also helps in checking the room count, guest count, available and departure rooms to enable front office and housekeeping to coordinate for clearance of rooms. In PMS supported operation A&D report can be generated whenever required as the system itself creates the record and the information is automatically shared with all concerned departments.

1. Room & Rate Assignment: The front desk executive assigns the available rooms to the guests based on the type of room and preferred location if requested. Room and room rates may also be pre assigned on the basis of data collected during the booking process.

TARIFF FIXATION / ROOM RATE FIXATION

It is done on the following basis in a hotel:

a) Check-in Check-out System: It is the most common way of charging room rates. The hotel fixes a specific check-out time usually 12 noon which means the guest charging cycle starts from 12 noon and finishes at 12 noon next day.

b) 24 hours Check Out System: In this type of fixation the guest has to pay for 1 day up to 24 hours from the time of arrival.

c) Overnight System: The guest is charged on the basis on the number of nights spent in the hotel irrespective of the time of arrival and departure.

d) Day rates: The guest is charged on an hourly basis.

e) PLAN System: The hotel may charge the rooms on the basis of facilities included or not included in the base tariff.

• European Plan (EP): EP includes only the room rate and is usually found in city and transit hotels.

• Continental Plan (CP):CP includes room rate with continental breakfast. It is also called B&B plan and is usually found in motels.

• Bermuda Plan: It includes room rate with American breakfast.

• Modified American Plan (MAP): It includes room rate with English breakfast and buffet lunch or dinner. It is also known as half board plan and is usually found in resorts.

• American Plan (AP): AP includes room rate with English breakfast, buffet lunch and dinner. It is also known as full board plan and is usually found in resorts.

• All Suite Plan: It includes room rate with breakfast and cocktails in the evening. This rate is the standard plan for suite hotels.

*Early morning tea or coffee is complimentary with all the plans.

1. Establishing the mode of payment: The mode of payment or settlement of the room and food bills etc. should be ascertained at the time of registration only to avoid any confusion later on. This also helps in decision to offer or reject the credit facility to a registered guest. Credit facility means that the guests can make the payment up to the permitted House Limit as per the room category at the time of checkout. The scanty baggage or no baggage guest is required to submit an advance deposit equivalent to the first night’s room rent.

The payments can be done using one or more methods from the following modes:

a. Cash: Cash is the best method of payment as it saves the time in processing the payments made through other modes. Guest can pay their entire room rate and other expenses by cash.

b. Payment Vouchers: The vouchers may be issued by the travel agent, tour operator, or an airline operator to the people using their services against the payments received at their end in advance. The MCO/voucher has information about the charges that shall be valid against the voucher and the rest are collected directly from the guest presenting the voucher. The voucher along with the bill is then forwarded to the issuing authority for redemption of charges to the hotel account.

c. Credit Card: Now days most of the guest pay their room bill through the credit cards. The front office executive has to verify the details like expiry date, credit card number and should also check whether the card is accepted by the hotel. In most cases the person takes a preauthorization on the credit card for the minimum amount equivalent to the first night room rent and the preauthorization printed slip is kept with registration card in room folder.

d. Debit cum ATM Cards: This is another type of card used by the guest. In this method the amount is directly deducted from the guest account.

e. Special Promotions Payment Methods: Here the hotel honors the vouchers, coupons, gift certificates, or special incentive awards received from businesses, airlines or other authorized agencies that work in close association with the hotel for business.

a. Direct Billing: This facility is extended to the corporate clients with guaranteed business volume where the charges agreed upon are directly paid by the client for their guests staying at a hotel. A letter authorizing the direct billing has to be sent in advance to the hotel at the time of booking and the original letter is collected at the time of check out from the guest. The guest just has to sign the folio. The bill along with Direct Billing Authorization is sent to the company by the hotel for the payments.

b. Personal Checks: Most hotels have a strict policy against accepting personal checks, though some may accept them. Hotels may accept only personal or first party checks that too during standard banking hours to allow the front office staff to obtain bank verification if needed.

2. Verifying the Guest’s Identity: The verification includes mandatory collection of the copies of identification documents like passport, aadhar card or any other photo identity card issued by the respective governments, which are then verified against the original documents presented at the time of check in. As an additional security measure, if the guest does not speak the local language, it should also be mentioned in the guest’s record. This information helps the hotel staff to identify guests requiring foreign language translation and is also helpful in emergency situations.

3. Issuing the Room Key: After all the above activities are completed and the front desk executive is satisfied with the information and documents furnished by the guest, the next step is issuing the room keys to the registered guest. The room key is presented in a key envelop or in keycard holder if the hotel has electronic lock system, along with the welcome kit.

4. Entertaining Special Request: While registering a guest, the front office person should pay attention to the special requests made by the guest during the reservations process are assure that the request is met. Location: e.g. floor level, distance from the elevator, near the pool or with a garden view.

· Bed Type – Single / Double

· Smoking / no-smoking status.

· Amenities.

· Special furnishings for persons with disabilities

High-speed Internet access

Entertainment system

Fruit baskets / flowers / champagne/ cakes etc for special occasion celebrations.