Hotel Front Office Management, 3rd Edition

C H A P T E R 7Guest RegistrationOPENINGDILEMMACHAPTER FOCUS POINTSThe group leader of a busload of tourists approaches the front desk for check-in.The front desk clerk acknowledges the group leader and begins the check-inprocedure only to realize that there are no clean rooms available. The desk clerkmutters, “It’s now 4:00 p.m., and you would think someone in housekeeping• Importance of the firstguest contact• Capturing guest data• Guest registrationprocedures• Registration with a propertymanagement systemwould have released those rooms by now.” The group leader remarks, “What’sholding up the process?”One of the first opportunities for face-to-face contact with a hotel occurs when the guestregisters. At this time, all the marketing efforts and computerized reservation systemsshould come together. Will the guest receive what has been advertised and promised? Thefront desk clerk who is well trained in the registration process must be able to portraythe hotel in a positive manner. This good first impression will help ensure an enjoyablevisit.The first step in the guest registration process begins with capturing guest data suchas name, address, zip code, length of stay, and company affiliation, which are neededduring his or her stay and after departure. Various departments in the hotel require thisinformation to provide service to the guest. The registration process continues with theextension of credit, room selection, room rate application, the opportunity to sell hotelservices, room key assignment, and folio processing. Continually efficient performanceTLFeBOOK