HAMG 1313- Front Office Procedures Hotel Registration by tek31120

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									HAMG 1313-
Front Office Procedures


Hotel Registration

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      Registration Process

1. Preregistration

2. Create Registration Record

3. Room & Rate Assignment

4. Establish Payment & Issue Room Key

5. Fulfill Special Requests
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           1. Preregistration
Pre-Assigned Rooms
      Block special requested rooms
          Connecting, Non-smoking, ADA

VIP Registration Area
      Concierge Desk
      Casino Services

Van Registration
      Airline pilots
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     2.     Create Registration Record

   Name
   Address
   Telephone number
   Company affiliation
   Payment method
   Signature

            Use as guest history record for
                 database marketing
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Guest Information Form




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National Guest Systems - Visual IS4
Check-in




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Guest History




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3.       Room & Rate Assignments
Reservation Status
        Determines a room’s long term availability
        Group room blocks prevent check-in


Housekeeping Status
        Determines a room’s short term availability


Room Status Discrepancy
         Housekeeping status differs from front desk status


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       Room Chart




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Pre-assignments are automatically color-coded: guaranteed, not-guaranteed, in-house, and
out-of-order
Room Assignment




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              Rate Assignment

Rack 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

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Rate Assignment




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                    Room and
      Food & Beverage Packages
American Plan (AP)
     Room + 3 meals per day
     Often used at Resorts

Modified American Plan (MAP)
     Room + 2 meals (breakfast & dinner)

European Plan
     Room & meals are separate
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        4. Establish Payment
Cash
    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
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            Issue Room Key

 Completes the registration process



 Never announce the room number



 Introduce the guest to the bellperson

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        5. Fulfill Special Requests
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
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                        Upselling
 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.


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Room Status Definitions
  Occupied
  Complimentary
  On-change
  Do not disturb
  Stayover
  Sleep-out
  Sleeper
  Skipper
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Room Status Definitions
 Vacant and Ready
 Out-of-order
 Lock-out
 Due out
 Check-out
 Late check-out


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           Hotel Room Types
 Single                    Double-double
 Double                    Junior suite
 Quad
                            Suite
 Queen
                            Connecting rooms
 King
                            Adjoining rooms
 Twin
                            Adjacent rooms


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Hotel Room Floor Plan




  What room type is this?
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