Registration
Content
REGISTRATION
Guest registration is one of the first and most lasting impressions on a hotel customer. The front
desk should promote the warmth and hospitality of the property. Guest registration is the point at which
critical information is collected about the customer and his / her wishes. The registration procedure of
the hotel is critical to the collection of guest information and the initialization of the guest account.
Almost all the paperwork in the guest cycle is based on the data that is recorded and verified at or prior
to, check-in. Registration is a mandatory requirement that all guests over the age of 16 years –
irrespective of Indian or foreigner, ordinary personnel or VIP. Regardless the size of the hotel, be it small
or large guests, must provide basic information about them and fill up either a visitors register or hotel
register or guest registration card (GRC). The guest has to fill in the form and attest his signature. This
agreement between the hotel and the guest is known as a simple contract.
PRE – REGISTRATION
Registration activities that occur before the guest arrives at the hotel are known as preregistration, which help accelerate registration process. In fully automated hotels room & rate
assignment, creation of a guest folio etc may also be part of the pre-registration process which enables a
fast check-in. Data recorded during the reservation process serves as the basis for pre-registration.
Room and Rate Assignment: On the basis of reservation information, front office agent can
assign a vacant room for a guest or if the guest has any specific request then he will try to find such
room and if no such room found then can offer similar type of room. After deciding room type, assign
the room rate, which varies from guest to guest and the policy of the hotel. Front office department shall
finalize room and rates with guests during the registration process. Rack rate: The price a hotel charges
for a room before any discount has been taken into account. The published rate for a room sometimes
set artificially high in order to accommodate and used to calculate a variety of discounts.
Room Status: At registration, check-in clerks shall contact the housekeeping department to seek
latest information about the status of hotel rooms so that they can assign only clean and available rooms
for sale to their guests. That's why, the Front Office, Housekeeping and Reservation Department shall
maintain a high degree of collaboration between them. The front office and housekeeping department
shall continuously update the status of each single room. The front office and Housekeeping Department
shall frequently settle and compare their updated reports (especially under the manual system) for any
possible room status discrepancy. Housekeeping Status report: At the end of a work shift the house keeping
department prepares a housekeeping status report based on a physical check of all guest rooms.
Receiving Guest: The first impression in most important and should be the best impression.
When a visitor approaches the reception area, the receptionist should always smile directly at the visitor
and greet him followed with words such as "How can I help you?”. Under no circumstances should a
receptionist ignore her visitor while chatting to a colleague or while continuing with a trivial task. Even
if talking on the telephone or dealing with another guest, the new visitor should be acknowledged with a
smile and an indication that he will have the receptionist's full attention as soon as possible. it is
important to be polite and show a certain amount of respect to guests. Guests usually stay in hotels to be
pampered and enjoy the luxury of being well-looked after. Addressing all guests as Sir and Madam until
you are familiar with their names will make a good impression.
1
REGISTRATION RECORD
The registration record is a collection of important personal and financial guest information. A typical
registration record includes:
Guest name and surname
Guest address and telephone number
Company affiliation (if applicable)
Expected arrival date
Planned departure date or length of stay
Required room rate
Required room type
Room number
Method of payment
Special requests
Signature of the guest.
Registration card provides the hotel with guest’s billing information and provides the guest with
information on checkout time and room rates. Even if the guest has a reservation, the completion of the
registration card is important, as it verifies the spelling of names, addresses, phone numbers, and
anticipated date of departure, number of people in the party, room rate, and method of payment. The top
portion of the registration card supplies information about the guest so the hotel has an accurate listing
of registered guests. With this information, phone calls, messages, and the like can be relayed as they are
received. This record is also used for billing purposes. The front desk clerk should quickly review the
completeness of the registration card.
Issuing Room Keys: With the issuing of room keys, the rooming process gets to an end. However,
concerning room keys, front office clerks shall respect hotel's written policies governing guestroom key
control. As an illustration, front desk agents shall only handle the room key to the guest without
announcing and / or spelling out the room number. This is a vital requirement to protect and ensure guest
safety and privacy. After guest is handed over his / her room key, front office clerks shall offer bellboy
assistance.
Fulfilling Special Requests: Front Office Department shall watch for special requests by guests and
try promptly to satisfy the guest. This creates a good impression and lasting professional relationship
with the guests and increases the probability that the hotel will receive these guests for many more times
to come in the future (i.e. repeat guests). Guests' requests are usually grouped under the following
categories:
Room type
Bed type
Location
View
Amenities
Other Special requests
While many of the details surrounding special requests can be handled during registration, it is
important for the front desk to follow up on each request.
2
When Guest Cannot Be Accommodated
A hotel is compelled to accommodate guests; discrimination is prohibited in places of public
accommodation on the basis of race, sex, religion or national origin. Legitimate reasons for refusing to
accommodate a guest may include a lack of available rooms, or in case of a blacklisted guest.
Walk-In-Guest: Hotel is not liable to provide accommodation to a walk-in guest if there is no
room available. But the hotel can offer to assist the guest in finding accommodation in a similar hotel in
vicinity. The extra care paid to turned away guest helps create an industry-wide atmosphere of concern
and goodwill.
Guest with Non-Guaranteed Reservation: Non-guaranteed reservations are held till the
reservation cancelation hour of the hotel. In case the guest does not arrive before the cancelation time the
hotel can release the room or booking. Front desk agent must be tactful in dealing with non-guaranteed
reservations. The guest should be told about the hotels policy regarding the cancelation hour at the time
he makes the room reservations. The front desk agent can offer to assist the guest in finding
accommodation in a similar hotel in vicinity.
Guest with Guaranteed Reservation: If reservations are carefully handled and sound
forecasting procedures are followed the property should not have to deny accommodations to a guest
with guaranteed reservations. In case the hotel fails to provide accommodation to guest with guaranteed
reservation the hotel can make arrangements for the guest to stay in a hotel of the same standard in the
vicinity. Hotels may go to the extent of paying for accommodation of guest.
Self Registration: A computerized system that automatically registers a guest and dispenses a
key based on the guest’s reservation and credit card information. Self registration terminals are installed
in the lobby. Most terminals are interfaced with a computerized room’s management system there by
enabling automatic room and rate assignment.
Room Rack: A display of metal file pockets designed to hold room rack slips arranged by room
number. A room rack slip contains the guest’s name and other relevant information completed
during the registration process. The room rack summarizes the current status of all rooms in the
hotel.
Occupancy Report: A report prepared each night by a front desk agent that lists the rooms
occupied that night and indicates those guest expected to check out the following day.
No Show: It refers to those bookings made by the guest who, due to some reason fail to arrive on
the day of arrival and also do not cancel the booking on time.
Turn Away: It refers to those guests who came to hotel without prior reservation and the hotel
does not provide them accommodation as the hotel is fully booked or the guest is blacklisted.
Over Stay: It refers to guests who do not check-out of the hotel on the scheduled date of
departure due to some reasons and insist on staying for one or more night.
Under Stay: A guest leaves the hotel before the scheduled date of departure.
3
Early Arrival: It refers to those guest who arrive for check-in at the hotel before their scheduled
date and time of arrival
ROOM STATUS TERMINOLOGY
During the guest’s stay, the housekeeping status of the guestroom changes several times. The
various terms defined are typical of the room status terminology of the lodging industry. Not every room
status will occur for each guestroom during every stay.
Occupied: A guest is currently registered to the room.
Complimentary: The room is occupied, but the guest is assessed no charge for its use.
Stay Over: The guest is not expected to check out today and will remain at least one more night.
On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale.
Do Not Disturb: The guest has requested not to be disturbed.
Sleep-out: A guest is registered to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to settle his or her account.
Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to
properly update the room’s status.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of
reasons including the need for maintenance, refurbishing, and extensive cleaning.
Double Lock: The guest room door is locked from inside and outside two times so that no one can enter.
Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him or
her.
DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is not
a skipper), but has left without informing the front office.
Due out: The room is expected to become vacant after the following day’s checkout time.
Do Not Paid: The guest is going to check out from the hotel today.
Checkout: The guest has settled his or her account, returned the room keys, and left the hotel.
Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s
standard check-out time.
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Guest registration is one of the first and most lasting impressions on a hotel customer. The front
desk should promote the warmth and hospitality of the property. Guest registration is the point at which
critical information is collected about the customer and his / her wishes. The registration procedure of
the hotel is critical to the collection of guest information and the initialization of the guest account.
Almost all the paperwork in the guest cycle is based on the data that is recorded and verified at or prior
to, check-in. Registration is a mandatory requirement that all guests over the age of 16 years –
irrespective of Indian or foreigner, ordinary personnel or VIP. Regardless the size of the hotel, be it small
or large guests, must provide basic information about them and fill up either a visitors register or hotel
register or guest registration card (GRC). The guest has to fill in the form and attest his signature. This
agreement between the hotel and the guest is known as a simple contract.
PRE – REGISTRATION
Registration activities that occur before the guest arrives at the hotel are known as preregistration, which help accelerate registration process. In fully automated hotels room & rate
assignment, creation of a guest folio etc may also be part of the pre-registration process which enables a
fast check-in. Data recorded during the reservation process serves as the basis for pre-registration.
Room and Rate Assignment: On the basis of reservation information, front office agent can
assign a vacant room for a guest or if the guest has any specific request then he will try to find such
room and if no such room found then can offer similar type of room. After deciding room type, assign
the room rate, which varies from guest to guest and the policy of the hotel. Front office department shall
finalize room and rates with guests during the registration process. Rack rate: The price a hotel charges
for a room before any discount has been taken into account. The published rate for a room sometimes
set artificially high in order to accommodate and used to calculate a variety of discounts.
Room Status: At registration, check-in clerks shall contact the housekeeping department to seek
latest information about the status of hotel rooms so that they can assign only clean and available rooms
for sale to their guests. That's why, the Front Office, Housekeeping and Reservation Department shall
maintain a high degree of collaboration between them. The front office and housekeeping department
shall continuously update the status of each single room. The front office and Housekeeping Department
shall frequently settle and compare their updated reports (especially under the manual system) for any
possible room status discrepancy. Housekeeping Status report: At the end of a work shift the house keeping
department prepares a housekeeping status report based on a physical check of all guest rooms.
Receiving Guest: The first impression in most important and should be the best impression.
When a visitor approaches the reception area, the receptionist should always smile directly at the visitor
and greet him followed with words such as "How can I help you?”. Under no circumstances should a
receptionist ignore her visitor while chatting to a colleague or while continuing with a trivial task. Even
if talking on the telephone or dealing with another guest, the new visitor should be acknowledged with a
smile and an indication that he will have the receptionist's full attention as soon as possible. it is
important to be polite and show a certain amount of respect to guests. Guests usually stay in hotels to be
pampered and enjoy the luxury of being well-looked after. Addressing all guests as Sir and Madam until
you are familiar with their names will make a good impression.
1
REGISTRATION RECORD
The registration record is a collection of important personal and financial guest information. A typical
registration record includes:
Guest name and surname
Guest address and telephone number
Company affiliation (if applicable)
Expected arrival date
Planned departure date or length of stay
Required room rate
Required room type
Room number
Method of payment
Special requests
Signature of the guest.
Registration card provides the hotel with guest’s billing information and provides the guest with
information on checkout time and room rates. Even if the guest has a reservation, the completion of the
registration card is important, as it verifies the spelling of names, addresses, phone numbers, and
anticipated date of departure, number of people in the party, room rate, and method of payment. The top
portion of the registration card supplies information about the guest so the hotel has an accurate listing
of registered guests. With this information, phone calls, messages, and the like can be relayed as they are
received. This record is also used for billing purposes. The front desk clerk should quickly review the
completeness of the registration card.
Issuing Room Keys: With the issuing of room keys, the rooming process gets to an end. However,
concerning room keys, front office clerks shall respect hotel's written policies governing guestroom key
control. As an illustration, front desk agents shall only handle the room key to the guest without
announcing and / or spelling out the room number. This is a vital requirement to protect and ensure guest
safety and privacy. After guest is handed over his / her room key, front office clerks shall offer bellboy
assistance.
Fulfilling Special Requests: Front Office Department shall watch for special requests by guests and
try promptly to satisfy the guest. This creates a good impression and lasting professional relationship
with the guests and increases the probability that the hotel will receive these guests for many more times
to come in the future (i.e. repeat guests). Guests' requests are usually grouped under the following
categories:
Room type
Bed type
Location
View
Amenities
Other Special requests
While many of the details surrounding special requests can be handled during registration, it is
important for the front desk to follow up on each request.
2
When Guest Cannot Be Accommodated
A hotel is compelled to accommodate guests; discrimination is prohibited in places of public
accommodation on the basis of race, sex, religion or national origin. Legitimate reasons for refusing to
accommodate a guest may include a lack of available rooms, or in case of a blacklisted guest.
Walk-In-Guest: Hotel is not liable to provide accommodation to a walk-in guest if there is no
room available. But the hotel can offer to assist the guest in finding accommodation in a similar hotel in
vicinity. The extra care paid to turned away guest helps create an industry-wide atmosphere of concern
and goodwill.
Guest with Non-Guaranteed Reservation: Non-guaranteed reservations are held till the
reservation cancelation hour of the hotel. In case the guest does not arrive before the cancelation time the
hotel can release the room or booking. Front desk agent must be tactful in dealing with non-guaranteed
reservations. The guest should be told about the hotels policy regarding the cancelation hour at the time
he makes the room reservations. The front desk agent can offer to assist the guest in finding
accommodation in a similar hotel in vicinity.
Guest with Guaranteed Reservation: If reservations are carefully handled and sound
forecasting procedures are followed the property should not have to deny accommodations to a guest
with guaranteed reservations. In case the hotel fails to provide accommodation to guest with guaranteed
reservation the hotel can make arrangements for the guest to stay in a hotel of the same standard in the
vicinity. Hotels may go to the extent of paying for accommodation of guest.
Self Registration: A computerized system that automatically registers a guest and dispenses a
key based on the guest’s reservation and credit card information. Self registration terminals are installed
in the lobby. Most terminals are interfaced with a computerized room’s management system there by
enabling automatic room and rate assignment.
Room Rack: A display of metal file pockets designed to hold room rack slips arranged by room
number. A room rack slip contains the guest’s name and other relevant information completed
during the registration process. The room rack summarizes the current status of all rooms in the
hotel.
Occupancy Report: A report prepared each night by a front desk agent that lists the rooms
occupied that night and indicates those guest expected to check out the following day.
No Show: It refers to those bookings made by the guest who, due to some reason fail to arrive on
the day of arrival and also do not cancel the booking on time.
Turn Away: It refers to those guests who came to hotel without prior reservation and the hotel
does not provide them accommodation as the hotel is fully booked or the guest is blacklisted.
Over Stay: It refers to guests who do not check-out of the hotel on the scheduled date of
departure due to some reasons and insist on staying for one or more night.
Under Stay: A guest leaves the hotel before the scheduled date of departure.
3
Early Arrival: It refers to those guest who arrive for check-in at the hotel before their scheduled
date and time of arrival
ROOM STATUS TERMINOLOGY
During the guest’s stay, the housekeeping status of the guestroom changes several times. The
various terms defined are typical of the room status terminology of the lodging industry. Not every room
status will occur for each guestroom during every stay.
Occupied: A guest is currently registered to the room.
Complimentary: The room is occupied, but the guest is assessed no charge for its use.
Stay Over: The guest is not expected to check out today and will remain at least one more night.
On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale.
Do Not Disturb: The guest has requested not to be disturbed.
Sleep-out: A guest is registered to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to settle his or her account.
Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to
properly update the room’s status.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of
reasons including the need for maintenance, refurbishing, and extensive cleaning.
Double Lock: The guest room door is locked from inside and outside two times so that no one can enter.
Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him or
her.
DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is not
a skipper), but has left without informing the front office.
Due out: The room is expected to become vacant after the following day’s checkout time.
Do Not Paid: The guest is going to check out from the hotel today.
Checkout: The guest has settled his or her account, returned the room keys, and left the hotel.
Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s
standard check-out time.
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