Hotel Front Office Management, 3rd Edition

216 CHAPTER 7: GUEST REGISTRATIONChapter RecapThis chapter has described, in detail, the process of registering hotel guests. The processbegins with emphasizing to the staff the importance of making a good first impressionon the guest, which sets the stage for an enjoyable guest stay. Obtaining accurate andcomplete guest information during registration serves as the basis for a sound communicationsystem for all the departments in the hotel that provide services to the guest.Registering the guest involves extending credit to the guest, selecting a room, constructingand applying room rates, selling hotel services, and assigning a room key.End of Chapter Questions1. How important do you think the guest’s first contact with the hotel is in providinghospitality? Give some examples from your experiences as a guest in a hotel.2. Why is obtaining guest data accurately during the registration process so important?Who uses these guest data besides the front office? Give some examples of howincorrect data can affect the guest and the hotel.3. What are the major parts of the guest registration process? How will knowledge ofthis system help you as you progress in a management career in the hotel?4. Why is the choice of credit cards important to the profit-and-loss statement of thehotel? Give some examples.5. What are some of the hidden costs involved in using a bill-to-account system? Whendo you think a hotel is justified in adopting a bill-to-account system?6. Identify some of the requests a guest will have with regard to room selection. Howcan a front desk clerk be attuned to the needs of a guest?7. Why are establishing and monitoring room rates so essential to the hotel’s profitand-lossstatement?8. What are the rule-of-thumb method and the Hubbart formula for establishing roomrates? How effective do you feel each one is in ensuring profit for a hotel?9. Describe a system of monitoring room rates. If you are employed at a front desk, doyou see your supervisor or manager using such a system? How often? How effectivedo you feel this is in maintaining effective room rates?10. Describe the various types of room rates. If you were asked by the front office managerto determine which room rates should be eliminated and whether any new typesof room rates should be initiated, how would you proceed?TLFeBOOK