14100363 hotel front office registration
TRANSCRIPT
Bali Hospitality Professional Service
Drs. Agustinus Agus Purwanto, MMSenior Consultant
Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia
E-mail: [email protected]
Web: www.linkedin.com/in/aguspurwanto
Hotel RegistrationHotel Registration
Registration ProcessRegistration Process
1. _____________________
2. _____________________
3. _____________________
4. _____________________
5. _____________________
1.1. PreregistrationPreregistrationPre-Assigned Rooms
Block special requested rooms Connecting, Non-smoking, ADA
VIP Registration Area Concierge Desk Casino Services
Van Registration Airline pilots
2. Create Registration 2. Create Registration RecordRecord
Name Address Telephone number Company affiliation Payment method Signature
Use as guest history record for database marketing
Guest Information FormGuest Information Form
Check-inCheck-in
Guest HistoryGuest History
3. Room & Rate 3. Room & Rate AssignmentsAssignments
Reservation Status Determines a room’s __________ availability Group room blocks prevent check-in
Housekeeping Status Determines a room’s __________ availability
Room Status Discrepancy Housekeeping status differs from front
desk status
Pre-assignments are automatically color-coded: guaranteed, not-guaranteed, in-house, and out-of-order
Room ChartRoom Chart
Room AssignmentRoom Assignment
Rate AssignmentRate AssignmentRack Rate
The hotel’s standard, published rate Other rates are discounted off the rack
rate
Corporate Rate Provided to frequent business guests
Group Rate Negotiated based on number of rooms
Rate AssignmentRate Assignment
Room andRoom andFood & Beverage Food & Beverage
PackagesPackagesAmerican Plan (AP)
The first American hotels differed from European hotels by charging a fixed fee ($1 per day) for food and lodging.
______________________ Often used at Resorts
Modified American Plan (MAP) _______________________
European Plan _______________________
4.4. Establish PaymentEstablish PaymentCash
No charging privileges
Personal Checks Driver’s license or credit card for
guarantee
Credit Cards Handle denial codes with care
Direct Billing Companies & groups
Special Programs Vouchers and certificates
4. Issue Room Key4. Issue Room Key
Completes the registration
process
Never announce the room
number
Introduce the guest to the
bellperson
5.5. Fulfill Special Fulfill Special RequestsRequests
Technically, this is not the last step, it should be done before the room is assigned
Pre-assign connection, adjacent & adjoining
May include requests for: Location View Bed type Amenities
Try to sell ADA rooms last
Guest Room AmenitiesGuest Room Amenities
Smoke Detectors
Electronic Door
Locks
In-Room Voicemail
Turndown Service
Amenity Percentage of Hotels
99%80%64%18%
Smoking RoomsSmoking Rooms
16%
20%
15% 15%15%
US Avg Chicago NY LA Miami
84% of the Hotel Rooms in the US are Non-Smoking
UpsellingUpselling Convince guests to rent rooms above standard
rate accommodations.
Identify guest’s needs and upsell to meet them.
Enhance value for guest while increasing hotel revenue.
Incentive programs for employees.
Room Status Room Status DefinitionsDefinitions
Occupied Complimentar
y On-change Stayover Sleep-out Sleeper Skipper
Room Status Room Status DefinitionsDefinitions
Vacant and Ready Out-of-order Lock-out Due out Check-out Late check-out
Hotel Room TypesHotel Room Types
Single/twin
(1%)
Double (7%)
Queen (22%)
Quad
Suites (16%)
Double-double
(36%)
King (34%)
Connecting rooms
Adjoining rooms
Adjacent rooms