Guest registration &

Réception
Chapter 4

Hrtm 133 Front office and Housekeeping Management

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Chapter objectives
• In this chapter you will learn to :-
 Procedures for receiving and checking-in guests
 How to use manual and electronic room status systems
 How to deal with chance arrivals, group check-ins, foreign guest
registrations and non-arrivals
 How to issue keys and 'walk' a guest
 How to deal with VIP guests and guests with special requirements
 How to offer services such as wake-up calls

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Receiving and checking in guests
1. Receiving and checking in guests
i. Pre-arrival
ii. Welcoming or receiving guests
iii. Registration
iv. Room allocation
v. Booking out or walking the guest
vi. Checking the method of payment
vii. Issuing keys
viii. Information and services
ix. Follow up administration
x. Automated or self service check in
xi. Offering additional services on check in
xii. Computerized check in

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Pre - arrival
• Prepare reception area for guest
arrival
Reception is:

• Central location

• First point of contact

• Usually operates 24/7

• Preparation and organization is

the key

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1.1 Prepare reception area for service
Handover:
All reception shifts overlap by brief period (15 minutes to ½
hour) – this briefing allows:
• Time to discuss any relevant details for the next shift –
time to review and resolve problems
• New staff prepare their area and check personal
appearance
• For smooth transition from one
shift to another
Handover can be verbal, written or in
form of reports

Slide 5
1.2 Check reception equipment
• Is everything working as intended?
• Are you familiar with how all the equipment works?
• Do you know how to fix “minor” faults and problems ?
• Do you have back up supplies?
 Paper/paper rolls
 Forms
 Vouchers
 Printer ribbons
 Pens, paper and relevant stationery
Slide 6
 1.2 Check reception equipment

Class activity:

• Discuss the type of equipment found on a front desk

• List the purpose of this equipment

• Find brand names for this equipment

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1.3 Review expected daily guest
movement
Reasons for the review – to:
• Review and ensure bookings are correct
• Ensure right room is allocated to guest
• Facilitate coordination of work with other departments
• Make sure VIP guests are properly taken care of
• Confirm airport transfer and pick-up arrangements
• Inform Housekeeping to make up rooms if there are any
early departures
• Advise housekeeping or minibar staff to check the
minibar in certain rooms
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1.3 Review expected daily guest
movement
Arrivals:
• Arrivals list
 Alphabetical listing of expected arrivals
 Time of arrival
 Type of room
 Rate quoted
 Special requests
 Payment details

Slide 9
1.3 Review expected daily guest
movement
Group arrivals:
• Lots of people and lots of luggage
• Room allocation
• Check on arrival time
• Prepare room keys
• Meal vouchers and restaurant requirements
• Mail
• Prepare group rooming lists or registration cards
• Welcome brochure and group itinerary
Slide 10
1.3 Review expected daily guest
movement
Stay over rooms:
Guests who stay longer than their departure date
• Some guests request extensions
• Need to contact the guest
• Extend the stay if possible
• May have to find another hotel or room type
• May have to do room inspections
• Could only be a “late check-out”
• Affects occupancy levels – may lead to
being overbooked
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1.2 Welcoming or receiving guests
• First impressions
• Appearance and manner of the
front house staff
• Provide prompt and courteous
service
• Interpersonal and selling skills
• Effective and efficient effort in
customer service.

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1.3 Registration
Why do guests need to register?

Registration is helpful for both guest and hotel, in various ways.

● It satisfies the legal requirements for hotels to keep records of their guests.
● It provides a record of arrivals (as opposed to reservations), which may help to account for
residents in the event of a fire or other disaster.
● It provides management information: e.g.. about the proportion of arrivals to reservations;
occupancy
statistics; the national origin of guests and so on.
● It confirms guests' acceptance of the hotel's terms and conditions (if they are asked to sign the
register).
● It occupies the guest while the receptionist checks booking records, allocates rooms, prepares keys
etc.

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Check in procedure
Greet the guests

Ascertain guest name

Check arrival list to the computer for reservation

Check fro pre-prepared registration and on arrival messages

Present registration with pen to guest for completion and/or verification

•Return guest only need to sign in
•New guest must be informed about hotel facilities

Select the room types requested as per reservations and secure the room key at this time

Check for on arrival complimentaries/presents to be delivered to the room or to reception

Verify the room choice with the guest, record the number on the registration card and update the computer or room
rack

Establish payment method

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1.3 Registration

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1.4 Room allocation
• If a specific room has not yet been allocated, the receptionist may need to check on
room status (using various charts, discussed later) and allocate a room. Room status
documents show which rooms are occupied, which are reserved, which are currently
being worked on by housekeeping or maintenance, and which are available for
immediate occupation. Available rooms can then be allocated, according to room
availability - and guest preference.

• When allocating rooms:

• Priority (i.e. allocation of the best rooms of a given grade or rate) should be given to VIPs and
major clients, regulars (loyal returning guests), earlier bookings and longer stays.
• Priority should be given to the requests of guests with special needs (e.g.. for accessibility for
the disabled).
• Specially requested rooms should be flagged as requested or reserved in advanced
reservation and room status charts, so that they aren't let to someone else by mistake.

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Room Allocation

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1.4 Allocation of room in
accordance with special requests
Guests request certain rooms and expect them:
Reception need to ensure these requests are allocated:
• Simple requests such as
 Non Smoking rooms
 Specific views, ocean, pool, golf course
 Suites, family rooms, penthouse
 Specific requests, low floor, near the lifts, away from the lifts
 Business women’s floor
Cont’ Slide 18
1.4 Allocation of room in accordance
with special requests
• Challenging requests:
 Hotel hampers or gifts, fruit, flowers, chocolates
 Full bar set up
 Open connection room doors
 Change Duvet [Doona] to blankets
 Remove all alcohol from the room – for religious reasons
 Insert a board under the mattress for guest with bad back

Slide 19
1.4 Allocation of room in
accordance with special requests
Activity:

• Prepare a list of all the special requests you can think of

• Decide which department needs to be involved in achieving

this request

• Discuss with the class

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1.4 Allocation of room in accordance
with special requests
Room allocation
Rooms are allocated:
• As soon as the reservation is made for limited types
 Suites, the Penthouse suite, Family rooms
 Room number is blocked onto the reservation
• Morning of arrival
 Individual rooms
 Groups and tour guests
 Usually done by the reception supervisor
 Rooms numbers are manually recorded on the
registration card or assigned in the computer
Slide 21
1.4 Allocation of room in accordance
with special requests
Group room allocation:
• Discounted rate – don’t receive the best rooms in the
hotel
• Rooms should be close together and on the same floor
if possible
• Tour Leader – different floor – unless the groups have
language difficulties
• Check all the rooms are ready
when the groups arrives
• It is difficult to move group and tour guests
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1.4 Allocation of room in accordance
with special requests
Room Rates:
• Room rates reflect the type of room the guest has
requested
 Standard, deluxe, king-size, poolside, ocean view
• Discounted rates usually reflect the type of business
 Corporate rate
 Convention rate
 Air crew rate
 Government rate
 Industry rate etc.
Slide 23
1.4 Allocation of room in accordance
with special requests
Activity:
The William Angliss Tour group are coming to your hotel. The
tour leader is Linda Wilson who requires a queen-size room.

• The tour checks in on the 15th next month for 2 nights

• Please prepare a Group Rooming list – for all these

guests, include the arrival and departure dates, and
allocate rooms to all the guest. Record any special request
information and who it would go to

Cont’
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1.4 Allocation of room in accordance
with special requests
Activity:
• The guests are: Mr. & Mrs. Dowell, Mr. & Mrs. Grannon,
Mr. & Mrs. McGhee, Mr. & Mrs. Collins all wanting queen-
size rooms
• The following guests are sharing twin rooms: Ms. Gjeci with
Ms. Dietritch, Ms. Parks with Ms Schuler, Mr. Baker with
Mr. Frost, and Mr. Kerr with Mr. Craven
• There is one triple room; Ms. Hudson with Ms. Van Dorske
and Ms. Shady

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Room Allocation

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Room Allocation

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Room Allocation

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Element 2: Perform check-in
functions

Slide 33
2.1 Welcome guests on arrival
Professional welcome:
• Professional
• Welcoming
• Sincere
• Friendly
• Polite
• Body language

Slide 34
2.1 Welcome guests on arrival

Activity:

• Discuss types of greeting phrases

– both formal and suitable
informal greetings

• Discuss the local greeting

phrases for each country

• Discuss Body Language

Slide 35
2.2 Determine if the guest has a
reservation and confirm and explain
reservation details
Guests with Reservations:
• Confirm reservation details
 Name
 Length of stay
 Method of payment
 Special requests
 Rate
 Vouchers
Slide 36
2.3 Determine if guest is a walk-in and
identify if room is available
Guest without a reservation:
• Determine the guests needs
• Check availability
• Ask method of payment
 Mention the policy and procedures about payment
methods

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2.4 Decline a guest if appropriate
• Check the “black list”

• Review hotel policies

• Recommend another venue

• Full occupancy – no rooms

Slide 38
2.4 Decline a guest if appropriate
Activity:
Working in pairs role play the following:
• One student is the guest and one the staff member
• Guests requests a room for the night – no reservation
• Staff member – ask questions to determine the request
• Student (decide what you want) and inform the staff
member.
• Staff member :Your hotel is fully booked and you need to tell
the guest you are unable to accommodate them.
 How do you say this ? What questions do you need to
ask?
Slide 39
2.5 Complete guest registration
process
Process a check- in:

• Proof of identity

• Complete the registration card

• Obtain the signature

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2.6 Issue keys and vouchers as
required
Key cards and keys:
• Energy saving
• Security
Vouchers:
• As a form of payment from travel agents
• Exchanged for services such as a “complimentary
drink”

Slide 41
2.6 Issue keys and vouchers as
required
Activity:
• Write down the dialogue you would use to check-in a
guest with a reservation
• Use words for both the guest and the staff member
• Start from when the guest walks up to the front desk
• Offer them a voucher for a complimentary drink

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2.7 Follow internal accounting
protocols
• Credit cards and credit limits
• EFTPOS
• Cash
• Travel cards/traveller’s cheques
• Personal cheques
• Direct billing/charging
• Deposits
• Receipts

Slide 43
Applying discounts to guests
Room Rates:
• Rack rate
• Corporate rate
• Conference/convention rate
• Industry rate
• Negotiated rate
• Groups and tours rate
• Package rate

Slide 44
2.8 Explain room and house facilities
and services to guests
• Safe deposit boxes/in room safe
• Room facilities
• Hotel facilities
• Local attractions

Slide 45
2.8 Explain room and house facilities
and services to guests
Selling techniques:

• Suggestive selling

• Describing

• Explaining

• Up-selling

• Cross-selling

Slide 46
2.8 Explain room and house
facilities and services to guests
Activity:

• Describe the features of each of the following rooms

• Room A

• Room B

• Room C

• Room D

Cont’ Slide 47
2.8 Explain room and house
facilities and services to guests
Activity:
Which room would you sell to the following guests and why?
• A Corporate Business person who wants to have meetings in
their room
• A couple who want a special weekend away together
• Two friends who want a inexpensive room so they can catch
an early morning Bus interstate
• A parent and child who have tickets
to a baseball match

Slide 48
 Room A

Room B
 Lounge & Bedroom Room C

Room D

Slide 50
2.9 Arrange for porter services
Porters:
• Carry guest luggage
• Escort guests to room
• Discuss in room equipment
• Deliver messages
• Arrange taxis and parking
• Store guest luggage

Slide 51
 2.10 Implement standard house
protocols for problem situation

• Overbooking

• Room not ready

• Black listed guests

• No reservation to be found

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2.11 Monitor guests’ arrival and
take appropriate action as required
Monitor and check arrivals:

• Identify no shows

• Types of reservations

• Notify wait list guests

• Check for accuracy

• Follow standard procedures

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Element 3: Perform ‘during stay’
functions

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 3.1 Process room change requests

• Establish what is wrong with the room

• Check availability

• Advise guest

• Move the guest

• Change status of room

• Update folio – room number and/or room rate

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3.2 Process extensions to stays
• Extended stays

• Check availability

• Check in takes priority over extensions

• Regular guests

• Rate charged

• Re-room the guest

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 3.3 Process variations to guest
numbers
• Guest numbers

• Check against housekeeping reports

• Evening “turn down” service

• Update records

• Update rates

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 3.4 Process variations in room rate
• Different rates for different market of guests

• Hotels offer different rates at different times of the year

• Rates are used to attract business

• Discounts enable the hotels to compete

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 3.5 Process upgrades
Putting a guest into a better room than they are paying for:

• Use suites during full house situations

• Compensation for a ‘bad’ experience

• Offering free accommodation

• Discounting rooms

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3.6 Process special requests
• Special requests – requested by guests

• Special requests – offered by the hotel

• Special request – paid for by guests

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3.6 Process special requests
Activity:
What special requests would be needed for the
following and who would need to be advised:
• Mr. and Mrs. Todd arrive today - they have a baby and a
small child
• Ms. Wilson is staying at your hotel to do business in your
city. She will be wanting to interview staff while she is here
• A guest is staying with you to present a new range of
luggage to clients. They need to catch a flight out at
19.00hrs the next day

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 3.7 Process guest charges
Point of sale charges:
• Guest identification
• Signature
Manual charging back to their room:
• Guest identification
• Room number
• Print name
• Signature

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3.8 Respond to guest queries
• Know all about your property

• Give good service

• What if you don’t know? Find out!

• Involve other departments

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Element 4: Perform check-out functions

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4.1 Maintain and prepare guest
accounts
Seeking information on departing guests:
• Room number
• Breakfast
• Mini bar
Check for accuracy:
• Supporting documentation
• Signatures

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4.2 Prepare and review departures lists

• Express check outs

• Group check outs

• Early departures

• Late check outs

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4.3 Present the accounts to guests
Generate the account:
• Check guest details
Explain the account:
• Other charges
Present the account:
• Print a new account

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4.4 Process payments and refunds
and issue receipts
Process payments:
• Acceptable methods of payments
• Foreign exchange
Issue Receipts:
• Process refunds
• Foreign exchange
Obtain the key:
• Actual keys - not key cards

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4.4 Process payments and refunds
and issue receipts
Activity: Role play – Process a check out:
• 1 guest and 1 staff member
• Guest approaches the desk to check out
• Staff member –
 Greet the guest
 Request room number and room key
 Ask the guest if there are any other charges (check these have
been posted, or post them if necessary)
 Print the account(s)
 Present the account(s) and ask the guest to check the
charges
 Process method of payment
 Farewell guest
• Guest acts out according to the process
• Swap roles
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 4.5 Process express check outs

• What is an express check out?

• Who uses it?

• How is it done?

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4.6 Process group check-outs
• Group master account
• Individual accounts
 Extra charges
• Group luggage collection
 Luggage storage

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4.7 Distribute departures list as
required
• Housekeeping
• Concierge and porters
• Security
• Management
• Maintenance

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4.8 Assist guest with on departure
requests
• Forwarding addresses
 Less and less today with email and texting
• Call a taxi or transport
• Provide lost and found services
• Organize a porter
• Make another booking

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Element 5: Prepare front office records
and reports

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5.1 Prepare and update front office
records
• Update availability/charts
• Room allocation
• Bookings diary
• Changing rooms
• Alter rate
• Modify departure dates/times
• Guest history

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5.2 Generate internal reports as
required
• Information reports:
 Other departments
 Back up for operations
 managers
• Analytical/statistical reports:
 Managers
 Supervisors

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5.3 Facilitate night audit activities

• Features of night audit

• Purpose of night audit

• Daily reports and records

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Thank you

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