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Week 7 Chapter 7: Guest Registration

The document discusses the guest registration process at a lodging facility. It covers capturing guest data, the registration procedure, extending guest credit, room selection, and sales opportunities. The first impression during registration is important for establishing hospitality and continuing business relationships. The registration process involves collecting guest information, extending credit, selecting and assigning rooms, applying room rates, promoting additional services, and processing payments.

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455 views12 pages

Week 7 Chapter 7: Guest Registration

The document discusses the guest registration process at a lodging facility. It covers capturing guest data, the registration procedure, extending guest credit, room selection, and sales opportunities. The first impression during registration is important for establishing hospitality and continuing business relationships. The registration process involves collecting guest information, extending credit, selecting and assigning rooms, applying room rates, promoting additional services, and processing payments.

Uploaded by

echx
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd

WEEK 7

CHAPTER 7: GUEST REGISTRATION

The first impression a guest receives of a lodging facility


during registration is extremely important in setting
the tone for hospitality and establishing a continuing
business relationship.

The first step in the guest registration process is to


capture guest data such as: name, address, post code,
length of stay and company affiliation.

The process continues with the extension of credit,


room selection, room rate application, the opportunity
to sell hotel services, room key assignment, and folio
processing
COMPONENTS OF THE REGISTRATION PROCESS

1. Capturing guest data

2. Guest registration procedure

3. Guest hospitality

4. Inquiry about reservation

5. Completion of registration card

6. Review completeness of registration card

7. Extension of guest credit


CAPTURING GUEST DATA

The basic norm of guest data

Guests special requests or needs

Handling a tour group registration


GUEST REGISTRATION PROCEDURE

1. Guest requests to check into the hotel


2. Front desk clerks projects hospitality towards the guest
3. Front desk clerk inquires about guest reservation
4. Guest completes registration card
5. Front desks clerk reviews completeness of registration card
6. Credit verification
7. Room selection is identified
8. Room is assigned
9. Room rate is assigned
10. Opportunity to promote/sales hotel facilities
11. Issue room key
GUEST HOSPITALITY

Eye contact
A warm smile
An inquiry regarding travel experience
Offer to assist the guest in a dilemma

INQUIRY ABOUT RESERVATION

With or without a reservation...


COMPLETION OF REGISTRATION CARD

Verification of guest data is equally important

REVIEW OF COMPLETENESS OF REGISTRATION CARD

Either in registration card or electronic folio


EXTENSION OF GUEST CREDIT

1. Credit cards
2. Credit-card processing
3. Proof of identification
4. Bill-to-account
ROOM INVENTORY

1. Vacant clean and ready for sale

2. Vacant dirty

3. Occupied clean

4. Occupied dirty

5. Out of order

6. Stay over

7. sleeper
ROOM RATES
Establishing room rates

Rule-of-thumb method

Hubbart formula

Types of room rates

Maximising room rates

Coaching the shy employee in sales skills


SALES OPPORTUNITIES

Future reservations
Developing a plan for promoting future reservations

SECURITY OF THE KEY SYSTEM

MAINTAINING THE KEY SYSTEM


REGISTRATION WITH A PMS

Retrieving reservation form


Checking room inventory
Checking room status option
Verifying room rate
Issuing room key
Obtaining reports from the PMS
Self-check-in
Tutorial 2: QUIZ 2

How does a well-organised reservation


system meet the needs of the travellers?

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