Registration

PREPARING FOR GUEST ARRIVALS AT RESERVATION AND FRONT OFFICE

Preparation in reservation section is done one day prior to the arrival of the expected guest. it involves checking of records which were made for the arriving guest at the time of booking and generating documents based on already available information and transmitting the same to the front desk.

Depending up on system used for reservation the preparation will vary. Usually hotels maintain a correspondence file which contains the set of documents pertaining to each reservation request. Documents may contain request letter, confirmation letter, etc.

In case of small hotel which is using a diary system of reservation, one day before the using a diary system of reservation, one day before the guest arrival the reservation will tally each set of documents in the correspondence file . of there is any discrepancy  the same will be sorted out and necessary correction will be made. Movement list will be made on the basis of diary for next day arrivals and expected departures for next day. This information can be obtained from reservation records.

In case of hotels using Whitney system, the Whitney rack slips are tallied with the correspondence file. There are chances that some slips may be missing due to the movement in rack at times, so a duplicate slip will be prepared for the same and rack will be updated and after this movement list will be made. Then the Whitney rack for the next day and movement list both will be sent to front desk for next day arrivals.

In case of hotels using automatic systems, the front desk does not need any movement list and all the necessary information about the day’s arrival can be viewed on the visual display unit as and when needed.

AT RECEPTION DESK (ON THE DAY OF ARRIVAL)

Depending on the system used, the expected arrivals are found from movement list, Whitney rack, and computer terminal and the expected departures from movement list, folded slips in room rack, or from computer terminal. Information about room can be found from room rack; computers etc. while calculating room position the receptionist shall have to consider factors such as out of order rooms, early arrivals early departures in addition to expected arrivals and departures. next he will check up for instructions about the blocking of rooms and shall book the rooms accordingly for groups, airline crews, VIPs etc. he will check that the prearrangement for VIP arrivals ( aarti, puja ), group arrivals, are ready and bell staff is ready and equipped fully to receive the arriving groups and crews. The lobby manager shall ensure personally that rooms are ready and amenities such as fruits and flowers, cookies etc have been arranged properly. He will also check for any hold mail for expected arrivals.

RECEIVING THE GUEST

Receiving is an activity of greeting and welcoming the guest by the hotel front office staff and begins with the first employee that comes in contact with the arriving guest. This person usually is a doorman. Further this process is continued by bell boy who carries his luggage from the car to bell desk and further to his room. Also, the receptionist, the lobby manager, the lift operator and other staff members who come in his contact extend welcome to the guest by gestures, body movements, eye contacts and appropriate phrases. Remember the word “PLEASE” when u come in contact with the guest. The first impression is most important and should be the best impression. The communication skills of those who come in contact with the guest are very essential and should convey nothing but a welcome through their courteous and friendly manners. Acknowledging the presence of guest immediately even when the receptionist is busy talking to some other person over the phone or personally is very important. In case the guest is known to him, he must be addressed by name. This creates an instant link with the guest. The process of welcome is further continued by lift operator, who not only welcomes the guest, but would also try to sell the hotel in totality by informing him of the various services and amenities of the hotel.

The guest can be won or lost by the first impression of your establishment and you in particular. Remember you may be the first to greet the guest.

After the guest has been received the receptionist would try to assess the requirement of the guest i.e. determine the transit status of the guest. For a guest with confirmed reservation it is not difficult as the reservation record will tell what room will be more suitable for this guest. it is very important particularly in case the guest is a walk-in and does not have any booking. The receptionist should be skilled enough to be able to sell higher priced accommodation to walk- in. for this thorough product knowledge is very necessary.

PRE-REGISTRATION

It is an activity of registering a guest even before his arrival, which may be one day before his arrival.

The G.R card is kept ready i.e. it is filled up with all the available transaction data, such as names, address, billing instructions, type of rooms and rate of room etc. (which is collected at the time of reservation) and is kept ready for the signatures of arriving guests.

PURPOSE: 

1.   It helps in more effective registration

2.   speedy check ins

3.   time saving

4.   More time for receptionist to give personal touch in service to the arrival and avoids any confusion at the reception counter on arrival of the guest. This can be done manually, semi automatically and automatically.

Guest Amenities:

It is a list of amenities to be given or kept in room for VIPs etc. a Voucher is prepared and sent to all departments such as food and beverage, room service, housekeeping etc. so that they can make necessary and appropriate arrangement in advance.

Depending on the status of the guest a number of amenities can be provided in the room and bathroom, such as fruits, flowers, cookies, cake, champagne bottle etc.

REGISTRATION

On their arrival in a hotel, guests usually go to the reception area first. The reception area is manned by a receptionist who welcomes the guests and answers their queries. This is the first face-to-face interaction between the hotel and the guests. The reception remains a focal point of guest contact throughout their stay at the hotel. The registration activity takes place at the same desk. The guests have to fill the required details on a registration card or may have to make entries in a hotel register.

Registration is the process of gathering information from the guest that is mandatory as per the laws prevailing in the country. According to the Foreigner’s Act. 1946 and the Registration of Foreigners’ Rules, 1992, the innkeeper should keep the records of the guests staying in his premises as per Form F (of the Registration of Foreigners’ Rules, 1992). Registration is the formalization of a valid contract between the guest and the hotel, in which the hotel offers safe and secure boarding and lodging facilities to the guest and the guest accepts to pay for the services and facilities received. In case of foreign visitors, the front desk staff should fill Form C and verify the passports and visas of guests.

Form C According to the Registration of Foreigners’ Rules, 1992, Rule 14, it is obligatory on the part of the hotel owner to send information about foreigners registered at the hotel. Any person who is not an Indian national (i.e., a person holding a passport of any country other than India, except Nepal and Bhutan) is known as a foreigner. The hotel is liable to send the information in the format of Form C to the nearest Foreigner’s Regional Registration Office (FRRO) or to the Local Intelligence Unit (LIU) within twenty-four hours of the arrival of a foreign national; in the case of Pakistani, Bangladeshi, and Chinese nationals, this information should reach within 12 hours to the nearest FRRO or LIU, and also to the local police station. Form C should be prepared in duplicate and serial numbered—the top copy is sent to the competent authority and the second copy is kept for permanent records for the duration as specified in the law related to the same.

Passport The front office staff should verify the passport of foreign nationals. A passport is a document issued by a government to allow its citizens to travel abroad, and requests other governments to facilitate their passage and provide protection on a reciprocal basis. Without a valid passport a person is not permitted to move in the territory of a foreign country.

The public authorities competent to issue passports and other identity documents vary from one country to another. The external affairs ministry issues passports to the citizens of India after verifying the details of the applicants from various quarters. To apply for a passport, the applicant has be a citizen of the issuing country. When a person is outside the country of her residence, the passport can be issued to her by the diplomatic or consular offices representing her country.

All passports generally bear the following information of the passport holder, though the format may vary from country to country:

·         Family name/Surname.

·         Holder’s photograph

·         Given name

·         Name of father/legal guardian

·         Nationality

·         Name of mother

·         Date of birth

·         Name of spouse

·         Place of birth

·         Address

·         Gender

·         Validity period (expiry date)

·         Date of issue

·         Children

·         Place of issue

·         Endorsement

·         Holder’s signature

·         Emigration status

·         Validity for certain countries as well as restrictions for travel to others

The terminology related to passports is generally standard around the world.

There are different types of passports, some common types being:

·         Ordinary passport or tourist passport: Issued to ordinary citizens.

·         Official passport or service passport: Issued to government employees for work- related travel, arid to accompanying dependents.

·         Diplomatic passport: Issued to diplomats and -consuls for work-related travel, and to accompanying dependents.

·         Emergency passport or temporary passport: Issued to persons whose passports were lost or stolen, and who do not have the time to obtain replacement passports.

·         Collective passport: Issued to defined groups for travel together to particular destinations, such as a group of school children going on a school trip to a specified country.

·         Family passport: Issued to one member of the family, who may travel alone or with other family members. A family member who is not the passport holder can only travel with the passport holder.

In India, the following types of passport are issued under the provisions laid in the Passport Act 1967:

·         Ordinary passport: It is dark blue in colour and is issued to any ordinary citizen of India.

·         Official passport: It is white/grey in colour and is issued to government officials or persons on government missions.

·         Diplomatic passport: It is red in colour and is issued to persons with a diplomatic or consular status as per international laws and customs.

Visa       Foreign nationals visiting India are required to possess a valid passport and a valid Indian visa. Visa is an endorsement on the passport, allowing the holder to enter the territory of the issuing country. It is a document or, more frequently, a stamp in a passport, authorizing the bearer to visit a country for specific purposes and for a specific length of time. However, the issuance of a visa may not be treated as a guarantee to enter into the foreign territory. The bearer may be subjected to inspection at the port of entry and may be asked to produce the documents presented at the time of the procurement of the visa.

The Consular Passport and Visa (CPV) Division of the Ministry of External Affairs issues Indian visas to foreign nationals through various Indian missions abroad. Depending upon the nature of visit, the following types of visa may be issued:

Immigrant/Permanent visa It authorizes the holder of the visa to settle permanently in the county issuing the visa. This type of visa is rarely issued by countries and there are some countries that never issue such type of visa.

Temporary/Non-immigrant visa This type of visa is issued for a specific duration only. The person holding such a visa will have to return back to the home country after the expiry of the term of the visa. Temporary visas are of the following types:

·         Tourist visa: Issued for a limited period for leisure travel only, no business activities allowed.

·         Student visa: Issued to students who have got admission in universities located in the issuing country. It is issued for the duration of the course of study.

·         Business visa: Issued for business related activities, but precludes permanent employment.

·         Work visa: Issued for approved employment in the host country, with longer validity than a business visa.

·         Transit visa: Issued for passing through the countries that fall en route the final destination; valid for 15 days or less.

The front office staff should be able to identify different types of visas to complete the registration process and to verify the credentials of guests. This also helps to understand the guest’s purpose of visit and to make arrangements for them accordingly.

Various registration methods

Three methods used for registration by hotels are

1.           Bound Book: it is a big bound register usually used by small hotels. it is kept on the reception counter and the arriving guest fills up the register and writes information about him. Advantages and disadvantages already discussed in diary system.

2.           Loose leaf register. This system is almost similar to bound book system with a difference that in this case for each day a separate page is used instead of consolidated register. The advantage is that sheet need not be kept on counter and hence a neat and clean look can be given to the counter. To some extent the information about the guests staying can be kept secret. in the event of loss of one sheet only one days information is lost and other information will be safe. The disadvantage is that the sheet can be easily misplaced if the desk attendants are careless. Further the sheet may not be fully filled on days when there are very few arrivals and the rest of it may be a waste. It is suitable only for medium hotels.

3.           Individual registration/ Guest Registration Card: This is the most prevalent system these days. In this system, one separate card is used for each guest. The cards may be designed to serve various purposes. It may be in duplicate or triplicate with the help of carbon papers so that one copy can be sent to FRRO as ‘C’ form. They may also used to serve the purpose of guest history card. The advantage of this system is that complete privacy of the guest information can be maintained. Another advantage is that at rush hours many guests can be registered at the same time. Another very important advantage of this system is that the guest can be pre registered which will give more time to the receptionist to give more personal attention on providing services to the guests at the time of arrival. Disadvantage of this system are that individual card system is quite expensive.

UPSELLING AND UPGRADING

UPSELLING AND UPGRADING

·         What is Upselling?

Each organisation works with one major motive, and that is to maximize their revenue generation. Upselling is a technique as well a process through which guests are encouraged to use full range of hotel services along with convincing the guest to opt for a higher priced rooms.. This technique uses SUGGESTIVE SELLING.

·         HOW DO I UPSELL??

Upselling can be used as a sales technique by taking into consideration, the following points:

A.   Reservation assistant should:

1.           Learn how to control encounter with the guest. A reservation assistant should be able to take control of the communication flow or encounter.

2.           Should learn how to overcome natural inhibitions when dealing with a guest.

3.           A reservation assistant needs to be consistent, courteous and confident while dealing with the guest.

4.           A reservation assistant should sound enthusiastic while ASKING for a SALE.

5.           All of the above mentioned points can naturally be imbibed by a reservation assistant only if he/she KNOWS THE PRODUCT (Convincing the guest for why they should select your product). It is important to know what you are selling in and out in order to convince the guest.

B.   Controlling the encounter:

·         Avoid open ended questions: ‘What type of a room would you like?’ Instead ask specific questions gradually getting the guest towards the choice of  a higher priced or medium priced room:

Example: ‘I can give you a standard twin room Rs 200 for one night; however for a 100 more I can offer you a deluxe twin room.’

C.   Getting rid of natural inhibitions:

·         Do not assume that a room rate is exorbitant or expensive or inexpensive just because you think it to be.

     

D.  Asking for Sale:

1.   Few guests would opt for a better room unless the reservation assistant would ask for it or suggest it.

2.   The selling techniques used are:

·         High Pressure (Aggressive Selling) or Non- Pressure (Suggestive Selling), as a matter of rule hotels goes for non pressure or suggestive selling technique.

Non pressure or suggestive selling techniques exert little or no pressure on the guests’ decision for a room type. This is done to reduce compliance or resistance from the guests’ side. In general guests tend to avoid extremes that are least expensive and the most expensive rooms will be not taken by the guest preferably. The two approaches used by the hotel are TOP – DOWN approach i.e. offering a higher priced room and gradually moving towards a lower priced room. This approach is also known as DOORS IN THE FACE APPROACH.

·         The second approach used is BOTTOM UP APPROACH i.e. suggesting the lower price room and gradually moving upto a higher price room. This approach is also known as FOOT IN THE DOOR APPROACH.

UPGRADE: Is a situation when a guest is shifted to better room at the same rate.

DISCOUNT AND ALLOWANCE:

DISCOUNT: - Discount is offered to the guests to attract him so the sales can be increased. The fact is by giving discount hotel tries to increase its sales and hence increases profit. Discount can be offered under the following circumstances,

1.   OFF SEASON DISCOUNT: During off season hotels offer a percentage of tariffs as discount, on rack rate or offer discounted tariff to attract more guests.

2.   GROUP TARIFFS: Group of 10 persons and more are offered special discounted tariff to attract them. The quantum of discount will depend up on the size of group, season (off or peak), quantum of business the company gives throughout the year, number of days the group will be staying.

3.   AIRLINE TARIFFS: Airline crew, airlines executives, lay over passengers on airlines account are offered special discounted tariff as they usually give more number of room nights throughout the year. The discount will entirely depend on the room nights offered by the airlines throughout the year.

4.   SPECIAL TARIFFS: Companies giving more number of room nights business are also special tariffs to attract them to your hotel.

5.   FHRAI MEMBERS: The members of Federation of Hotel and Restaurant Association of India are offered 30% discount by the member hotels and restaurants. This discount is offered as a customary and is offered to members only as per rules.

6.   CONFERENCE TARIFFS: These day’s hotels especially resorts offer special tariffs to companies to attract them to hold conferences in their hotels. The special tariff may be inclusive of sightseeing, pick up and drop facilities etc.

7.   FOOD/ ITEM NOT SERVED: Sometimes guests complaint either at the time of checking out or before but after the bill has been raised that the food / services charged for were never availed by them. If the hotel is convinced that the bill has been wrongly raised then the discount is offered to the guest for the amount he is over charged.

The receptionist on his own cannot offer discount or special tariff to a guest. All companies who are offered special tariff to a guest are only offered discounted tariff by reception and if any other guest is to be offered discounted tariffs then it is offered only by the managers or by those who are authorized to offer discounted tariff to guests.

ALLOWANCE:

Allowance is offered to a guest due to deficiency in services. At times due to some unavoidable circumstances the hotel residents are unable to get peaceful atmosphere and are offered allowance on rack rate. At times the food served to the guest was not of hotel’s standard and there was a deficiency in service and the management took decision to offer allowance to the guests on food. To offer allowance, receptionist raises allowance voucher, approved by an authorized person and enters in the allowance register, as otherwise the account will not tally.

In brief it can be said that allowance is given due to deficiency in service and the discount is given to attract more guests and in increasing the sales and profit.