REGISTRATION PROCEDURES OF FRONT OFFICE IN HOTEL

REGISTRATION IS THE PROCESS OF GATHERING INFORMATION FROM THE GUEST.

1. REGISTRATION PROCEDURES www.indianchefrecipe.com

2. Registration Registration is the process of gathering information from the guest that is mandatory as per the laws prevailing in the country. According to the Foreigner’s Act, 1946 and the Registration of Foreigners’ Rules, 1992, the innkeeper should keep the records of the guests staying in his premises as per Form F Registration is the formalization of a valid contract between the guest and the hotel, in which the hotel offers safe and secure boarding and lodging facilities to the guest and the guest accepts to pay for the services and facilities received www.indianchefrecipe.com

3. XYZ HOTEL GUEST REGISTRATION CARD Surname : Mr.Kiran First Name : Solanki D.O.B : 11/5/81 Company : Altantis Passport No : Designation : Manager Date of issue : Nationality: Indian Place of issue: Permanent Address: Date of Arrival in India Date of Arrival : 11/11/14 ETA : Proposed duration of stay Arriving from : Goa whether employed in india : yes /no Proceeding to : mumbai Registration certificate no : Date of Departure :20/11/14 ETA: Date of issue : Credit card : 123456789 place of issue : www.indianchefrecipe.com

4. XYZ HOTEL GUEST REGISTRATION CARD OFFICE USE ONLY Nationality code :______ payment code :____ Resv no:___ Room no No of persons Room Rate Billing Inst Booked by Initials of FOA 130 Adult 01 Child 6000 ++ Credit card Walkin www.indianchefrecipe.com

5. IMPORTANCE OF REG. a) Guest name and surname b) Guest address and telephone number c) Company affiliation (if applicable) d) Expected arrival date e) Planned departure date or length of stay f) Required room rate g) Required room type h) Room number i) Method of payment j) Special requests k) Signature www.indianchefrecipe.com

6. Registration Records The registration activity is carried out at the front desk. The first step in the guest registration process begins with acquiring basic information about the guest, like name, address, purpose of visit, duration of stay, special requests, affiliation, designation, etc. The information gathered during the process of registration is stored as the registration record, which is based on Form F of the Registration of Foreigners’ Rule, 1992. Hotels have different ways of posting and storing registration records. Depending upon the requirements of a hotel, the registration records may be maintained in: Hard-bound register Loose-leaf register Guest registration card. www.indianchefrecipe.com

7. Hard-bound Register Hard-bound registers are normally used by small hotels. In such a register, all the pages are bound into a thick book and it can be used for a long time. The major advantages of using hard-bound registers are: All the records for the duration are available in a single book. Wastage of paper is minimal. No filing is required. There are certain disadvantages associated with the use of hard-bound registers for registration records. Some of the major disadvantages are: If the book is misplaced, all the records for that entire duration are lost. Only one guest can register at a time. During peak hours of guest arrival, guests will have to form a queue and wait for their turn for registration. Privacy of guests cannot be maintained. Pre-registration is not possible. Registration of groups/crews will take more time. As it is very bulky and is used for a long duration of time, the register might look shabby at the counter. www.indianchefrecipe.com

8. Hard-bound Register s.no Nameof guest address pax nationality pp.no Arrival in india Employed in india Reg details Stay in india c/I in hotel Purpose of visit c/o Sign of guest 1 smitha usa 2 usa 156789 25/11/14 no 5675 6 weeks 30/11/14 busi 25/12/14 www.indianchefrecipe.com

9. Loose-leaf Register A loose-leaf register contains the same data as a hard-bound register, with the difference that the pages are not bound. One new page is used everyday. The following are the major advantages of using a loose-leaf register: The privacy of the guest can be maintained to some extent. If a sheet is lost, only one day’s records are lost. It’s convenient to hand over to guests to fi ll their details. The major disadvantages associated with the use of a loose-leaf register are: The pages may be lost easily. The space in the sheet goes waste if there is not enough number of guests on a particular day. Only one guest can register at a time. Pre-registration is not possible. The sheets have to be filed. www.indianchefrecipe.com

10. Loose-leaf Register s.no Nameof guest address pax nationality pp.no Arrival in india Employed in india Reg details Stay in india c/I in hotel Purpose of visit c/o Sign of guest 1 smitha usa 2 usa 156789 25/11/14 no 5675 6 weeks 30/11/14 busi 25/12/14 www.indianchefrecipe.com

11. Guest Registration Card To overcome problems of hard-bound and loose-leaf registers, most hotels use individual guest registration cards (GRC) for registration records. GRCs may be used in duplicate or triplicate as per the policy of the hotel. They are given to the guest at the time of arrival to complete the registration formality. The following advantages are associated with the use of individual GRCs: The efficiency of the front desk can be increased as many guests can register themselves at the same time using different cards. As each guest fills a separate card, the privacy of guests can be maintained. It is possible to pre-register guests. The major disadvantages of using individual GRCs for registration activity are as follows. They are quite expensive. If not stored properly, they can be lost or misplaced. www.indianchefrecipe.com

12. Registration Process The registration process involves many stages. The different stages of the registration process are: Identification of Guest: Identifying the status of a guest—guest with confirmed reservation or walk-in guest—and to process registration accordingly. Formation of Registration Records: Guests fill the registration form or verify the pre-filled GRC, and sign to approve and formalize the registration record. Room and Rate Assignment: A room is assigned to the guest and the rate is fixed after deducting any discount. Establishment of Mode of Settlement of Bills: Cash / Credit /TAV / TC / DD Completion of Check-in Procedure: All the necessary formalities are completed. Rook Keys are Issued www.indianchefrecipe.com

13. Registration Process Identification of guest Identifying the status of guest-guest with confirmed resv.or walkin guest and to process registration accordingly Formation of Registration Records guest fill the registration form or verify the pre-filled GRC nd sign to approve and formalize the registrration record Room Keys are Issued Room And Rate Assignment A room is assigned to the guest and the rate is fixed after deducting any discount Establishing of mode of settlement of bills Cash/credit card/TAV/BTC Completion of check-in procedure A ll the necessary formalities are completed www.indianchefrecipe.com

14. ROOMING THE GUEST Rooming is aprocees of intallation of guest and his luggage in the assigned and allocated room It is done by bellboys Escort to the room : bell boy escort to the room with luggage and explain room and hand over key and wish the guest and step outs from Receptionist enter name and room number and handover the key card to the guest Key card will have the information about hotel like : 1.It is used as welcome card 2.it gives information about guest stay 3.it confirms the guest signature It acts as security card . www.indianchefrecipe.com

15. ROOMING THE GUEST KEY CARD Guest Name : Room no : Arrival Date & Time : Departure Date : Signature of the guest : www.indianchefrecipe.com

16. Pre-registration Pre-registration activities includes: Preparation of arrival and departure list Amenity vouchers are prepared for arriving guest and sent to concerned department Pre-filling of guest registration card base on the information gathered from reservation form and guest history card Staffing at front desk to cater the need of rush at peak arrival and departure time Arrangement for welcoming guest ( Aarti , Tilak and Garlanding) Arrangement for welcome drink for the group and VIP Arranging all required arrangements for the guest Room and rate assignment and the creation of guest folios in case advance payment has been received by the hotel. www.indianchefrecipe.com

17. POST REGISTRATION 1.Sign the GRC 2.Make the Arrival Notification Slip(ANS) and update room rack and information rack 3.Dispatch Notification slip to the following department a)Telephone B)Room service C) Housekeeping 4.Get the telephone connection released 5.Put a tick mark against the guest name on the movement list and write down the room number of the assigned room against the name of the guest 6.make an entry in the ARRIVAL-Departure Register 7.open the bill folio and note down the billing instruction on it 8.update room position 9.Make C form in case of foreigners www.indianchefrecipe.com

18. BLOCKING ROOMS www.indianchefrecipe.com

19. AMENITIES VOUCHER Hotel WESTIN HYDERABAD   From front office Date…………… To: Room service/House keeping/Pantry Please supply Fruit Basket-Single-Double-Special Flowers Soft Drinks To………………………………………………….Room No…………………………………at……………………………………………. (Name of the Guest) (Time) Authorized by…………………………………. Card to be attached………………………… Signature…………………………………     Copies : Room Service/House keeping/Pantry/ P & B controls/File www.indianchefrecipe.com

20. ARRIVAL NOTOFICATION SLIP Department : H/ k,F&B oulets Reception This is to inform that following guest has checked in to the hotel Name of the guest : Mr.Surender Room no : 706 Date of Arrical : 29/05/14 Rime :9.30am Authorized signature www.indianchefrecipe.com

21. D.N.S Department : H/ k,F&B oulets Cashier This is to inform that following guest is departing from the hotel, kindly rush the credit charges to the front desk Name of the guest : Mr.Surender Room no : 706 Date of Departure: 29/05/14 Time :9.30am Authorized signature www.indianchefrecipe.com

22. WELCOME LETTER www.indianchefrecipe.com

23. WELCOME LETTER www.indianchefrecipe.com

24. REPORTS -GENERATED Hotel position movement sheet( Arrival list and Departure List) Group Arrivals Report VIP/SPATT List Turn aqay report Revenue forecast report www.indianchefrecipe.com

25. Hotel Position www.indianchefrecipe.com

26. GUEST ARRIVAL LIST www.indianchefrecipe.com

27. DEPARTURE LIST www.indianchefrecipe.com

28. group arrival Report Group Status Report: A list of groups to arrive/depart in the week or month, along with information like the group size, whether a guaranteed or non guaranteed booking, etc. www.indianchefrecipe.com

29. group arrival Report www.indianchefrecipe.com

30. VIP/SPATT List Special Arrivals List: A list of special guests or VIPs arriving. This should contain their special request and additional information about the preferences of the guest www.indianchefrecipe.com

31. VIP/SPATT List No Resv Name Company Designation room type Room no Arrival date Departure Date Status 1 1452 Mr.Bill HSBC CEO JR.Sut 405 02/02/2017 05/02/2017 VIP 2 1430 Ms.Carol SBI MD Suit 702 02/02/17 06/02/17 VIP 3 1466 Mr.paul Bank of America VP suit 703 02/02/17 04/02/17 VIP 4 1467 Ms.Rama Save children Manager Dlx 102 02/02/17 12/02/17 need wheel chair www.indianchefrecipe.com

32. Turn away report Turn Away Report: A report on number of reservation requests denied and if possible, some information about the one asking for reservation. www.indianchefrecipe.com

33. Revenue forecast report Revenue Forecast Report: A report on the projected revenue from the future room sales along with or regular upto date report. www.indianchefrecipe.com

34. Forecast www.indianchefrecipe.com

35. Procedure for black list guest Drunken Guest Payment Due Fussy guest www.indianchefrecipe.com

36. GUEST HISTORY CARD S.NO C/I ROOM NO RATE C/O AMT SP.INST REMARKS 1 26/11/2009 509 3450 30/11/09 25000 ROOM FACING POOL NON SMOOKING ZONE 2 21/12/09 610 6420 29/12/09 31000 UPSET WITH ROOM 3 15/01/10 509 3450 02/02/10 65000 HAPPY STAY Name Of The Guest : Mr.Solman Company : Citi bank Designation : AVP Address : Hitec city Credit : Allowed Date Of Birth: 03/11/1981_____ Marriage Anniversary :23/11/2009 www.indianchefrecipe.com

37. Importance of GHC Guest history records:  Collection guest details Helping knows guest likes and dislikes Guest Character guest details helping for sales and marketing sending cakes for regular guest on new year party,chritsmas www.indianchefrecipe.com

38. Q&A Short What is Reg.card What is hard bound what is loose leaf What is blocking of room what is AND &DNS what is GHC what is black list in front office www.indianchefrecipe.com

39. Long Q& A Define term Registration and expalin importance of registration what are the registration record and explain in detail explain in detail registration process and rooming of guest list out repots generatedin front office Define ter GHC and explain the importance of GHC www.indianchefrecipe.com