Powerpoint for 2nd Semester

3. Arrival, Pre-Registration &
Registration, Room Assignment,
Key Issuance & Rooming
Second Stage of Guest Cycle

4. Expected Learning Competencies
A. What is pre-registration and why it’s done?
B. Identify the latest registration records.
C. Know factors affecting room & rate assigning at
check-in.
D. Recognize the procedure for establishing credit-
worthiness of the new arrival.
E. Use the policy for declining accommodation to guests
with ‘suspicious’ history (Blacklisted Guests).
F. Find the special requests and needs of the guests and
learn how to assist in fulfilling them.
G. Understand upselling techniques for financial success
of the hotel.
H. Learn to handle ‘Turn Away” and ‘Walked” guests

5. NCHMCT, NOIDA Syllabus

6. Topics for Learning
• Pre- Registration Activities (Arrival List, Room
Position, Amenities Voucher)
• Registration Records (Hard-bound Register,
Loose Leaf register, Guest Registration Card, C
Form)
• Flow of Registration Process (FIT, GIT, Airlines
Crew, VIP, Walk-In, Scanty Baggage)
• Check- In System (Manual, Semi- Automated,
Automated)

8. The first point of face-to-face contact
between guest and hotel employees.

9. Guest arrival begins...
• ...when the guest lands at the airport of the
destination.
• Registration begins when the front desk agent
extends a sincere welcome (greeting) to the
guest.

11. Indian hotels offer the traditional welcome to VIP arrivals.

14. Arrival procedure is dependent upon the
efficiency of the reservation process.
• Front desk agent will find registration
procedure much simpler and smoother if
accurate and complete guest information
were collected during the reservation process.

15. More the data collected during first (reservation)
stage of guest cycle, more efficient and satisfactory it
becomes at the second (check-in) stage.

17. Pre-Registration
• When Front Desk completes the pre-registration
activities, it helps to make the check-in process
really quick, smooth and pleasant.
• A registration card is pre-printed, filled with
information obtained at the reservation stage.
• Guest only needs to verify the details and sign the
document for a speedier check-in.
• Pre-registration may also include prior assigning
of room type and rate.
• If guest had made an advance payment, or
shared their credit card number, a folio (guest
account) may also be created in advance.

19. Pre-Registration in FO Systems
• Manual System
• Only for VIP, Groups and
some frequent, loyal
guests.
• Registration records
may have to be re-
written or re-printed
onto a new set of
registration records.
• Computerized System
• Available to all types of
guests.
• Reservation record is
reformatted by the
computer to generate
the registration record.

20. Pre-Registration and Guest Special
Needs or Requests
• Pre-registration also makes it convenient to
note the special instructions (requests, needs
etc.) obtained during reservation .
• Frequent guests, guests with disabilities,
single lady, aged couples, families with infants
or pets; also have preferences that hotel must
consider at pre-registration stage.

22. Pre-registration during full occupancy
• This is a difficult and hectic time for hotel
when back-to-back check-outs and check-ins
take place.
• Pre-registration can help in matching the
rooms perfectly.

24. Pre-registration and innovations in
check-in procedure
• A part of the registration process may be
initiated right at the time a guest sits in the
airport transfer vehicles.
• Guests may also do e-check-in when they land
in the city and be assigned a room number
and issued an e-key downloaded in the guest
smart-phone.

26. Less sophisticated Pre-registration
Process
• Asking a VIP guest to register at the Concierge
desk, that is less crowded.
• Taking the VIP guest straight to their room and
complete the registration formalities in the
room itself.

27. Identify Guest
Booking Status
(Confirm/Walk-
In)
Complete
Registration
Formalities
Assign Room
(Guest Choice &
Availability)
Establish Mode
of Payment
(Cash/Credit)
Issue Room Key

28. Arrival
• The arrival procedure appears routine and
standardized. And so it is, but a wide range of
sizes, classes, and types of hotels means that
no two arrivals are exactly the same.
• All departments involved in check-in are
responsible for making it pleasant, accurate,
fast and secure.

30. Moments of Truth
• Arrival time highlights the sharpest difference
between the industry’s many levels (standards) of
service (luxury, up market, economy).
• Limited-service guests who use self-check-in
terminals may see no member of hotel staff at
all!
• Full-service hotels make the arrival procedure a
memorable part of the guest’s experience, one of
the many moments of truth.

31. What is the moment of truth in the
hospitality industry?
• A moment of truth is when an interaction
occurs between a customer and the service
provider, that can leave a lasting positive or
negative impression on the customer.
• In the Hospitality industry, there are a
minimum of twenty to thirty ’moments of
truth’ in its “Guest Cycle” of service.

35. Valet Attendant
• Parking attendants greet guests arriving by
private automobiles.
• Downtown hotel’s parking is a revenue center
of the hotel.
• Parking arrangements may be reversed with
the parking company paying the hotel for the
right to pick up guest’s cars.
• The valet attendants are the parking
company’s employees, not subject to hotel
control. Security Risk, maybe?

36. Parking Valet

37. Hi-Tech Parking in Cities

38. The Doorperson
• The presence of a door attendant makes a
strong statement about the hotel, its concern
for guest safety, and its level of service.
• The door-person is part concierge, part bell-
person, part tour guide, part host, and part
friend.
• Without question, doorpersons in their
splendid uniforms make an impressive impact
and a comforting presence at the hotel’s entry.

42. Guest registration
• Guest registration is recording the guest's
information for official (legal) purposes.
• These records are kept for 3 years and
police/intelligence/Govt. agencies may call for
these records any time.
• During registration, the guest is required to
enter important information on the GRC such
as guest name, contact number, purpose of
stay at the hotel, and passport and visa details
in case of foreign guest.

43. The Registration Records
• Hotel must declare in the GRC, its liability for safe
custody of guest valuables at no extra cost.
• Unless the guest signature is obtained on the
registration record, a legal contract binding on
the guest can not be established.
• However, if the guest establishes a line of credit
with the hotel, by sharing credit card number or
some other mode of payment, it may be legally
valid.

44. Mode of payment
• Arrival stage of the guest cycle is the best time to
confirm the room rate once again, along with the
date of intended departure and preferred mode
of payment.
• This minimizes confusion, complicated accounting
adjustments, conflicts and litigations at the
check-out stage of guest cycle.
• The GRC may also include a statement on part of
the guest, making him personally responsible for
clearing of all the dues, should the initial mode of
settlement fail, or turn out to be insufficient at
the departure.

45. Registration
Record
1. Room
Rack Slip
2. Guest
Folio Slip
3.
Information
Rack Slip
4. POS
Charge
Status
5.
Housekeeping
work
Schedule
6. Guest
History
Record
Flow of Guest
Registration Data

47. Laws in India Regarding Registration in
Hotels
• Passport (Entry into India) Act, 1920
• Foreigners Act, 1946
• Registration of Foreigners Act, 1939
• Registration of Foreigners Act, 1992

48. Hotel guest registration law in India
• All guests, Indian or Foreign, must be registered
by the hotel at check-in. The prescribed forms for
both are same. i.e. Form F.
• Details of Foreigners should be filled in one more
form, Hotel Arrival Report, also called Form C and
must be sent within 24 hours to FRRO or LIU &
local police station.
• Form C of Pakistani, Chinese & Bangladeshi
nationals must be submitted within 12 hours.
• Nationals of Nepal & Bhutan are exempted from
Form C.

49. Registration of Foreigners

51. Registration
• Arriving guests may or may not hold
reservations. Those with reservations are
handled quickly because pre-registration may
be done.
• The activities performed before guest arrives
are called Pre-Registration.
• It includes;
Preparing arrival report of tomorrow.
Calculating room availability.
Making amenities voucher.
Pre-fill the GRC.

52. A pleasant and caring response…

53. Walk-Ins
• Registering walk-ins takes more time than
registering reservation-holders as all the
formalities have to be completed then.
• Sales to walk-ins, normally without discount,
boost the hotel’s bottom line. Walk-ins really
help the yield management system.
• An inviting lobby is the first means of
capturing the sale. A cordial, knowledgeable
guest-service agent with the right message is
the second.

56. Passport
• A passport is a proof of citizenship of the
issuing country.
• This document, along with visa, is compulsory
for any one travelling out of the country.
• The hotel staff must check the passport and
visa of all foreign guests carefully.
• Passports are generally of 4 types; Ordinary,
Official, Diplomatic & Emergency.

58. Surname Name of Father/ Legal
Guardian
First Name Name of Mother
Nationality Name of Spouse
Date of Birth Address
Place of Birth Validity Period
Gender Children
Date of Issue Endorsement
Place of Issue Emigration Status
Holder’s Signature Validity/ Restriction
Holder’s Photograph

59. What is a Visa?
• A visa is an endorsement on the passport, by
the embassy of the issuing country, permitting
the holder to visit the country for a specific
purpose and for a limited period of time.
Immigrant/Permanent Visa Temporary/Non-Immigrant Visa
Tourist Visa
Student Visa
Business Visa
Work Visa
Transit Visa

60. Visa
• What are the different types of US visa?
• While there are about 185 different types of
visas, there are two main categories of U.S. visas.
• Non-immigrant visa - for temporary visits such as
for tourism, business, work, visiting family,
or studying.
• Immigrant visa - for people wishing to immigrate
(settle permanently in) to the United States.

62. Registration Records: Collection of
Guest Information
• Hard-bound Register
• Loose-leaf Register
• Guest Registration Card

66. Serial No. Whether Employed in India
Name of Guest Registration Details
Address Proposed Duration of Stay in India
PAX (Persons approximately) Date & Time of Arrival in Hotel
Nationality Purpose of Visit
Passport No. Date & Time of Departure
Date of Arrival in India Signature of the Guest
Columns in Hard-bound & Loose-leaf Register

68. Advantages & Disadvantages of Hard-
bound Register
• Single document, easy to
handle
• All data in one place
• No paper wastage
• No filing needed
• Risk of loss/theft
• Long queue may form
during peak hours
• Guest data is not secure
• Pre-Registration not
possible
• Registration of groups will
take much time
• With long use, the
document may look
shabby.

70. Advantages & Disadvantages of Loose-
leaf Register
• Guest data may be kept
confidential to some
extent.
• In case of loss of one
sheet, loss of data is
limited.
• Convenient for the
guest to fill.
• Pages may be misplaced
easily
• Wastage of space on
low arrival days
• Long queue may be
formed on peak arrival
days

71. Advantages & Disadvantages of Guest
Registration Card
• Multiple check-ins are
possible
• Guest data is totally
private
• Pre-registration is
possible
• Expensive to maintain
• Regular filing needed
• May be easily misplaced

72. Registered, Not Assigned (RNA)
• Early arrivals, especially those who appear
before the check-out hour, may need to wait
until a departure creates a room vacancy.
• The registration card is completed but marked
RNA, registered but not assigned.
• Early arrivals who come after rooms have
been vacated are assigned immediately, but
not given the key while the room is on-
change.
• Room charges are the real issue with early
arrivals.

73. Waiting for a room is a distressing experience. 100% occupancy is rare
even in good times and “no shows” create a mathematically full house
that may still have empty rooms.

74. Waiting Lines: Challenges of Arrival Process
• Hotel executives must balance the four elements of
waiting lines: arrival population; service population;
and queue and service disciplines.
• Management’s failure to attend to the four parts of
queuing theory creates negative moments of truth.
• Frequent-guest members, important persons, and
premium corporate accounts are registered in a
different area by the concierge or a hotel executive.

77. • Registration pods don’t eliminate lines, but they
make the experience more cordial.

78. Self-service Check-in
• Self-service check-in is viewed as a special
facility rather than a reduction in service.
• Initially, self-check-in terminals required the
arriving guest to hold a reservation and a
payment card, either credit or debit.
• When all rooms are taken and only a few
suites are available, it challenges the
terminal’s capability. Rather than walk the
arrival, the desk clerk will likely upgrade the
reservation to one of the suites.

79. Kiosks for check-In

81. The Registration Card
• Guest-service agents greet arriving guests with
pleasantries and a registration card.
• Completing the GRC is formalization of a contract
between hotel and guest.
• Hotel is expected to provide hygienic,
comfortable, and safe rooms.
• Guest is responsible for full payment.

83. • Contents of the Cards: name and address;
number in the party; room number; date of
departure; rate; agent’s identification; folio
number; disclaimer of liability.
• Points of Agreement: to minimize
misunderstandings later, the agent repeats
financial facts as the registration closes e.g. stay
duration, room rates plus taxes, payment
method etc.
• New social issues have added to the guest-
service agents’ responsibilities. Wherever
appropriate, Points of Agreement have
expanded to include no-smoking rooms, pets,
and “green” facilities.

86. Room Assignment
• Even though check-in process may develop into a
monotonous, mechanical routine, one must
never allow the room assignment to become
automatic.
• Just assigning the room selected at the
reservation may not fulfil all the guest needs.
• Room rates vary widely even for the identical bed
configuration.
• The factors impacting room tariff are; room area,
quality of furnishings, location, amenities, view
and other factors.

89. Room Assignment
• Non-Smoking Rooms: Gradually, as demand
for no-smoking grew, hotels set aside entire
floors or wings for non-smokers.
• Pets: almost every chain has some type of pet
accommodation.
• Eva Floors: for women travelling alone.
• Executive Floors: Manned by Concierge &
Butler
• Rooms are assigned, by matching guest
preferences, with current room availability.

94. Room Status
• Effective room assignment depends on accurate
and timely room status data.
• Room status is determined along two timelines;
long term & short term.
• On the long term timeline, it is the room’s
reservation status; booked or not. Not booked
means available for sale.
• In the short term, rooms readiness is decided by
it’s housekeeping status. Vacant, occupied, OOO,
OOS or on-change.
• Only available and vacant, ready rooms can be
assigned to new arrivals.

95. Common Room Status Terms
1. Occ.
2. C/o
3. S/o
4. Overstay
5. Understay
6. On change
7. OOO
8. OOS
9. V
10. Due Out
1. Room occupied
2. Check-out, not clean
3. Stay over
4. Stays beyond EDD
5. Departs before EDD
6. Room being cleaned
7. Out of order
8. Out of service
9. Vacant
10. Expected to depart, not
done so yet.
E.D.D.: Expected date of departure

96. Room Status Discrepancy
• It is the situation when Front Desk room status
does not match with the housekeeping room
status.
• It must be resolved quickly and reliably for the
registration process to flow smoothly.
• Quick and accurate exchange of room status
between FO & HK departments is essential.
• Modern PMS have simplified the process to a
great extent, almost eliminating scope for
human errors. But it would never be zero.
• The only way out is regular and committed
monitoring of room status information.

97. Some other HK room
status terms are;
B- Slept out, baggage still
in the room.
X- Occupied, but baggage
not in the room.
C.O.- Slept in but checked
out early morning.
E.A.- Early Arrival.
U.J.- Undisclosed joiner

99. Did Not Stay (DNS)
• In very rare cases, the arriving guest may
register and leave immediately.
• Typically, no charge is made if check-out takes
place within a reasonable time, even if the
room was occupied briefly.
• The completed registration card is marked
DNS and given over to a supervisor.

101. Establishing Credit and Identity
• Guests with reservations have already
established a preliminary level of credit and
identification.
• Credit cards help establish the guest’s identity,
but some locations require additional
identification. E.g. Aadhar Card, Driving License
• Without a credit card on file, all services must
be paid on cash.
• Front Office makes APC slips (All Payments in
Cash) and send to all POS.
• Guest photo is also compulsory.

103. Modes/Methods of Payment
• Cash, banker’s cheque, traveller’s cheque, money
orders, demand draft, debit cards
• Personal cheques, second or third party cheques
(endorsed by signature)
• Credit cards
• Direct billing, bill to company, travel agent
voucher, miscellaneous charge order, meals &
accommodation order, passenger service order
• Special vouchers, coupons and incentive award
schemes

104. Cash Mode
• Guest registration records are marked as PIA
(paid in advance).
• Their accounts are accordingly assigned ‘No Post
Status’, which means no credit purchases from
any Point-of-Sale are allowed to these guests.
• They are often categorized as APC (all payments
in cash).
• For cash-equivalent modes, front desk agent
must verify the guest identity and signature.

105. Personal Cheque Mode
• Risk of bouncing is always there. Follow
established hotel procedures to accept or
refuse personal cheques. Arbitrary acceptance
and refusal may invite allegations of
discrimination on the basis of race, gender,
religion etc.
• Call up bank if needed.
• Use ‘cheque guarantee services’ if available.
• Don’t accept 2nd & 3rd party cheques.

106. Precautions while accepting personal
cheques;
• New accounts, new cheques (001, 002...) are most
likely to bounce.
• Place all guest identification details on the front of the
cheque.
• Examine id documents very carefully.
• Traveller’s cheque may have hidden identification
marks like currency notes. Locate them.
• Don’t rush through the cheque verification process,
even if the individual signing the cheque looks pretty
impressive. Compare signatures afresh.
• Check guidelines issued by the banks at regular
intervals.

107. Credit Card Mode
• Confirm expiration date carefully.
• Obtain online authorization code from credit card
verification service. Denial code means it can’t be
accepted.
• Consult ‘Hot Bulletins’ listing cancelled and stolen
credit card numbers.
• Credit card issuing company also provide
guidelines for best merchant practices. Find and
follow.
• https://www.visa.co.in/support/small-
business/security-compliance.html

108. Handling Invalid & Stolen Cards
• If card is invalid because it is expired, numbers
appear to be tampered with, or the signature
on credit card panel and registration
document do not match, without
embarrassing the guest, ask for an alternate
mode of payment.
• If card is stolen, handle with extreme care.
Involve Security and hotel’s legal advisor.

109. Floor Limit
• Credit card companies may assign hotels a ‘Floor
Limit’, which is the maximum amount a hotel is
permitted to process on a credit card, without
asking for special authorization.
• Guest accounts are routinely monitored to
prevent them from exceeding the ‘floor limit’.
• Credit card company may refuse to pay the entire
amount as a penalty for overshooting ‘floor limit’.
• Hotel can ask for higher ‘floor limits’.

110. Direct Billing
• Bill would be settled directly by the guest, or the
company, agency etc. sponsoring the tour of the
guest.
• The risk for unpaid bills is completely borne by
the hotel.
• The list of all approved accounts must be
available in front office for a ready reference.
• Group billings are often under pre-agreed split
basis and front desk agent must record accurate
billing instructions in group master folio,
individual folio at check-in.

111. Denying a Credit Request
• Guests with poor credit rating or history must
be denied credit, but without offending the
individual.
• Be diplomatic and stay calm, even if guest
goes ballistic and belligerent.

112. How to resolve credit problems?
• If credit card transaction hasn’t been approved,
discuss the matter with guest in private.
• Do not insult.
• Offer the use of hotel telephone so guest may
speak with the credit card company.
• If a cheque can’t be accepted, clearly explain
hotel policy.
• If local banks are open and nearby, guest could be
directed to visit them.
• Stay hospitable and be cooperative at all times.

113. Check-In for Specific Cases
• FIT (Free Individual Traveller)
• Walk-In (Guest without prior reservation)
• VIP (Very Important Person)
• GIT (Group Inclusive Tour)
• Scanty baggage (with very less luggage, might
leave without paying)
• FFIT (Foreign Free Individual Guest)

115. FIT
1. Check reservation status.
2. Confirm from Daily Arrival Report.
3. Give a pre-filled GRC for verification and
signature.
4. Check GRC for completeness & sign.
5. Assign room as per guest preference.
6. Confirm mode of payment. Issue room key.
7. Call bell boy for luggage assistance.
8. Wish an enjoyable stay.
9. Update necessary records.

116. Walk-In Guests
• Screen black-listed guests and unwanted ones.
• If rooms available, ask guest to fill GRC.
• Take advance deposit or credit card imprint.
• Complete steps as for FIT check-In.
• If rooms not available, offer to arrange in
comparable nearby hotels.

118. VIP Check-In
List of VIP guests:
Heads of Countries Music stars
Local Government Heads
(Country, State & Union
Territories)
Travel Writers
Ministers (Central & State) Top Executives of large MNCs
Senior Media personalities Chief Executive officers of
Business Houses
Sports Stars & Top Administrators Senior Defence officers
Film Stars Famous public figures &

119. VIP Check-In
• Arrange airport pick-up.
• VIP welcome on arrival in lobby.
• Registration done in the room.
• Welcome drink & VIP amenities in room.
• Luggage assistance at the earliest.
• FOM/GM to escort VIP to the pre-assigned room.
• Notify all departments about VIP in-house.
• Up-date records.

121. Limousine Cars for VIP Travel

123. Group Check-In
• A fast group check-in depends on pre-
registration the most.
• Prepare rooming list in advance.
• Block rooms on one floor, if available.
• Print keys and put in envelopes, with room no.
• Pre-fill GRC. Keep in alphabetical order.
• Arrange for welcome drink.
• On arrival, bell boys tag bags with the help of
rooming list.

124. Group Check-In- Part 2
• Hand over GRC & room keys to Group Leader
for distribution.
• Serve welcome drink while guests complete
GRC.
• Collect GRC from Group Leader.
• Send guests to rooms. Luggage assistance to
follow.
• Send copies of rooming list to all POS.

127. Scanty Baggage Check-In Procedure
• Guests with very less number of bags, are
reported by bell boy on arrival.
• Check-in only after authorization from Duty
Manager.
• Stamp GRC with “Scanty Baggage”.
• Prepare APC slips & notify all POS.
• Take advance deposit for the whole stay.
• All payments in cash (APC) at all Points Of Sale
(POS).

129. FFIT
• Just like an FIT check-in.
• Check Passport & visa very carefully.
• Additionally, fill C-Form and send to FRRO.
• Exchange foreign currency and give
encashment certificate.
• Diplomats of foreign countries & NRIs are not
to be reported by C form.

131. Fully Automated Check-In
• Self check-in kiosk, just like ATM machines.
• Swipe credit card for identification.
• Issue key card from dispenser slot.
• Self check-in is not meant to make personal
contact obsolete but rather to streamline
processes.

132. Issuance of Guest Room Key
• A hotel map and room key are issued together at
check-in.
• For guest security, never announce the room
number loudly. Just discreetly show the room
number written on the key jacket.
• Important hotel policies regarding key control
must be communicated to the guest, preferably
in writing.
• Bell Desk agents may escort the guest to the
room for additional safety and security.

138. Rooming the guest
• Arriving at the Room: registration completed, the
bell person moves toward the elevators with the
guest in tow.
• Explain the emergency exit routes.
• The escort explains to the guest on use of key,
power switch, amenities, facilities etc.
• Inform about any special event in hotel.
• Answer any other questions.
• If guest has visited the hotel before, limit to
pleasantries only.

141. Documents Generated in Check-In Process
1. Registration Card : Used to collect guest
personal data.
2. Room Rack Slip : A document on which the
information is transferred from the registration
card in the form of a summary. This slip is placed
in the room rack.
3. C Form for all foreign guests.

143. Documents Generated in Check-In
Process
• 3. Information rack Slip : Used to provide
guest name and room numbers, arranged
alphabetically. A copy of this slip goes to room
service, housekeeping, telephones, etc. These
departments also maintain information racks.
4. Bell Boy’s Arrival Errand Card : It is to
communicate the guest arrival to the bell desk
and to keep a check on the movement of the
bell boys.

147. Other Support Documents :
• Arrival notification slips : These slips are
prepared and distributed to all the concerned
departments.
• Lobby Control Sheet is a record of all the
errands given to all the bell boys of one shift.
• All the errand cards and lobby control sheet
are filed by Lobby manager for future
reference, if needed.

149. Fulfilling Special Requests
• Interconnecting or adjacent rooms
• Room location (floor, near or away from elevator)
• View (garden, swimming pool, sea beach, lake)
• Bed type (king, queen, twin, double-double,
Murphy, crib, Z bed, Hollywood twin...)
• Amenities (extra linen, pillow, welcome drink,
wine, flower...)
• Special furnishings and fitting for the disabled
(grip rail, grab handles, ramp, low height wash-
basin...)

150. Upselling at Check-in
• If guest looks tired or in a hurry, forget upselling!
• If you notice that guest has booked a room type
unsuitable to their needs, offer suggestions.
• Request them to see and compare rooms.
• Inform guests about different sales outlets,
opening and closing timings, special events,
ongoing promotions and offers etc.
• Walk-in guests offer the greatest opportunity for
upselling at registration stage.
• Being able to describe hotel room features in a
pleasing and clear way helps in upselling.

151. At the end of registration process...
• Thank the guest for choosing the hotel.
• Offer assistance for future needs.
• Place a call after 30 minutes of check-in to
follow up on level of guest satisfaction.

153. Early arrivals & Late Check-ins
• If you allow guests to pay for early/ late hotel
check-in it could be a real advantage. Guests love
the extra wiggle room to make planning their trip a
lot easier.
• This practice is becoming a trend, and not just
within the smaller property space. Well-known
brands like Hilton, Marriott, and the
Intercontinental Hotels Group are offering this
perk.
• It’s also yet another way to drive ancillary revenue
for our property.

155. Online Check-In Option
• Here are the main reasons you should consider online
check-in at your hotel:
• Convenient for the guest
• Reduces queues in the lobby
• Improves the customer relationship
• Showcases your website and other parts of your
property
• Reduces staff workload
• Enhances guest experience
• Extra source of revenue
• https://all.accor.com/gb/online-check-in-fast-check-
out/index.shtml

157. Flexible 24 Hours Check-In Option
• At a surcharge of 5% (of room tariff), guests
may be allowed to check-in whenever they
find it convenient, instead of the fixed Check-
in time of 2:00 pm onward, and fixed check-
out time of before 10:00 am.

158. Mobile Check-In
• Now that rooms can be booked with a
Smartphone, guests expect to check-in with
their mobile devices.

159. Marriott Hotels launched a mobile
app for check-in

161. Denying Accommodation
• Three valid reasons for refusing room to a
guest are;
• Lack of available rooms
• Guest exhibits unruly, disorderly behaviour
• Guest unwilling to pay for accommodation
• Allegations of discrimination may be levelled
against hotel management if valid reasons are
not explained properly.

163. Denying Accommodation
• Front desk agent can not decide whether to
refuse room to a guest or not.
• Denying accommodation is the responsibility of
the management.
• An unguaranteed booking may be refused if guest
arrives after cut-off time i.e. 6:00 pm.
• Guaranteed guest, rarely but if refused, must be
accommodated at a comparable property, with
pretty freebie offers bundled in.
• Offer to provide room from the next day.

164. Blacklisted Guests
• Hotels may mark guest histories as
blacklisted for unacceptable past behaviour,
speech or activities.
• Hotel staff need not bother explain anything
to them.

166. When Walk-In Guests are Turned Away
• Maintain a list of hotels close by.
• Refer to nearby comparable property.
• Offer to call the hotel and make a booking.
• Assist with baggage and transportation.
• If walk-in guest believes that he/she has a
reservation, search for the booking smartly.
Booking may be for yesterday or tomorrow.
Booking was made in someone else’s name. The
guest has come to the wrong property of the
same chain.

168. Ultimately, its all about relations.

169. Compilation & Presentation
Praveen Jha
Senior Faculty
IHM Hajipur
Vaishali, Bihar