3. The Registration Process
Preregistration activities
Creating registration record
Assigning guestroom & room rate
Establishing guest’s method of payment
Verifying guest’s identity
Issuing room key or access code
Responding to special requests
4. Preregistration Activities
Activities occur before
guest arrival
Help to accelerate
registration process
PMS reformat data in
reservation record into
registration
Preregistered guests need
only verify & sign on
registration form or card
Helps managers plan for
special requirements of
guests
Guests & groups are
checked in at concierge or
area apart from front desk
Hotels limit preregistration
services to VIP guests or
groups
5. Creating the Registration Record
After guest arrival agent
verifies record or creates
containing guest
information
Facilitate registration
process
Requires to enter or verify
name, address, telephone
number, e-mail address,
company & other
There is always space for
guest’s signature on
registration record
Require to indicate
payment mode
Guest pays or intends to
pay with cash, guest will
probably have no-post
status for revenue centers
Guest’s departure date
should be established or
confirmed, as well as room
rate
At check-out, information
on registration record may
be used as primary source
for creating guest history
6. Assigning the Guestroom & Room Rate
Involves identifying &
allocating available room in
specific category
On basis of reservation
information rooms & rates
may be pre-assigned
Agents should know room
types, rates, occupancy,
furnishings, location,
amenities etc.
Room status descriptions:
occupied, vacant, on-change,
& out-of-order
Room rate is price hotel
charges for overnight
accommodations
Standard or non-discounted
rate for room is called “rack
rate”
Rates are typically confirmed
as part of reservation process
Special rates may include:
corporate, complimentary,
group, family, day, package-
plan, etc.
Rates may include dining
room plan: American Plan,
Modified American Plan, All
Inclusive, or European Plan
7. Establishing Method of Payment
Guests may pay via
Cash
Personal
check
Payment card Direct billing
Special
promotional
items
(vouchers, gift
cards, etc.)
8. Paying by Cash
Guests prefer to pay their
charges during registration using
cash
Guests who pay cash are
typically not extended in-house
credit
Usually put on PIA (paid-in-
advance) & not authorized to
charge to their room account
PIA lists are created
automatically by front office
system; will not allow outlet
employees to post charges
Hotels consider cashier’s checks,
traveler’s checks, & money
orders equivalent to cash
Require proper guest
identification when accepting
such forms of payment & treat
such transactions as cash
payments
9. Paying by Personal Check
Hotels allow guests to pay
by using personal checks
Hotels allow guests to cash
personal subject to payment
card on file provides check-
cashing guarantee
Hotels accept personal
checks only during standard
banking hours
Hotels allow guests to write
personal checks only for
total amount of room rate &
taxes
Hotels accept personal
checks require proper
identification
Hotels should only accept
personal checks written on
current day
Personal checks should be
made payable to hotel
Hotels should not accept
second- or third-party
checks
Hotels use system capable
of providing immediate
payment of check via
electronic transfer
10. Paying Using a Payment Card
Payment cards include credit &
debit cards, contact &
contactless cards
Bank payment cards convey line
of credit & installment payment
plan to cardholders
Payment card purchases may be
rejected if account is over pre-
approved limit
Debit card is attached to current
or savings account, charge is
incurred amount is immediately
deducted
Debit card purchases can be
rejected if there are insufficient
funds
Always check expiration date &
refuse to accept
Once card is swiped or tapped,
verification service will issue
authorization or denial code
Card appears to be invalid,
should ask for alternate form of
payment
Companies may assign floor
limit—maximum amount of
charges hotel can accept without
requesting authorization
Hotels reserve specified amount
of credit in guest’s card to
ensure payment
Agents must be diplomatic when
guests have been denied credit
by their card companies
11. Direct Billing
Hotels agree to send bill to guest or guest’s company after departure
Arrangements are usually established prior to guest’s arrival
Authorized from company asked to complete hotel’s application for credit
Front office manager normally reviews these credit applications
List of approved DB accounts usually maintained at front desk
At check-out, guest who has DB arrangements simply signs folio after reviewing, statement is mailed after
DB arrangement, hotel assumes responsibility for account collections
12. Special Promotions
During registration, guests may present vouchers, coupons, gift certificates, gift cards, or
special incentive awards as payment or partial payment
Agents must know how to handle special promotion items
Front Office maintain set of samples of all acceptable vouchers, coupons, gift cards,
certificates, & so
Training sessions should cover special promotion items & how to handle
13. Payment Issues for Groups
Groups differ in billing
arrangements they
make for their
members
In some cases, room
& tax charges are DB
to group master folio
or account, with
members responsible
for incidental
In some cases, group
may pay for all
charges made by its
members
In some cases, group
may pay for all
charges only for VIP
guests or invited
speakers
14. Verifying the Guest’s Identity
Since terrorist attacks of 9/11, verifying identity of guests has
become common practice at nearly all hotels
Front desk agents commonly ask for photo identification (driver’s
license, passport) when completing registration process
International guests will typically need to present passport
15. Issuing Room Key or Access Code
Registration process is
completed when agent issues
room key to guest
For security , room keys must
be carefully controlled
Agents never announce room
number when presenting key;
room numbers can be written
or pointed out on hotel map
Hotel provides bell service,
offered assistance from bell
attendant
Bell attendant assists guest,
attendant is handed room key
& escorts to room, handling
luggage & explaining features
Once inside room, attendant
explain features of room,
answer any questions, give
room key to guest
If guest does not like room,
attendant can listen carefully
& bring matter to attention of
agent for corrective action
16. Responding to Special Requests
Part of registration process involves acknowledging & acting on special requests
Special requests include: type, location, view, bed type, smoking/non-smoking status, amenities,
special furnishings for disabled guests, high-speed Internet access, entertainment systems
Agent should follow up on each request to make sure it has been fulfilled
17. Creative Registration Options
Eliminating front desk
Registering group guests at special location
Creating unique, separate registration area for VIP
guests
Combining hotel registration & meeting registration
in separate area for arriving group members
Registering guests off-site
Temporary luggage storage
18. Self Registration
Terminals may be located on or off hotel grounds
Performed through mobile device or property website
Significantly reduce guest registration time
Generally must have a reservation led to creation of record
May need to enter reservation confirmation number or swipe/tap payment card or guest-loyalty-program card
Terminals typically connect to PMS enabling automatic room & rate assignment; some dispense guestroom keys
19. Selling the Guestroom
Upselling: efforts of reservations & front desk agents to offer guests opportunity to reserve rooms in
categories above standard rate accommodations
Staff must be trained to be salespeople, not just order-takers
Reservations & front office staff should learn to effectively suggest room upgrade options
Hotels offer incentive programs to staff for upselling guestrooms
20. Denying Accommodations
Hotel is obligated to accommodate guests if rooms are available; unlawful discrimination is prohibited
Walk-in guests: hotels have no obligation to accommodate without reservation when no rooms are available
Non-guaranteed reservations: if guests arrive past hotel’s reservation cancellation hour, room may not be available,
because hotel is not obligated to hold reservation
Guaranteed reservations: if reservations are carefully handled & sound forecasting procedures are followed, hotel should
not have to deny accommodations to these guests; it is serious matter to turn away guest with guaranteed reservation