14100363 Hotel Front Office Registration
- 1. Bali Hospitality Professional Service Drs. Agustinus Agus Purwanto, MM Senior Consultant Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia E-mail: [email protected] Web: www.linkedin.com/in/aguspurwanto
- 3. Registration Process 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________
- 4. 1. Preregistration Pre-Assigned Rooms Block special requested rooms Connecting, Non-smoking, ADA VIP Registration Area Concierge Desk Casino Services Van Registration Airline pilots
- 5. 2. Create Registration Record Name Address Telephone number Company affiliation Payment method Signature Use as guest history record for database marketing
- 7. Check-in
- 9. 3. Room & Rate Assignments Reservation Status Determines a room’s __________ availability Group room blocks prevent check-in Housekeeping Status Determines a room’s __________ availability Room Status Discrepancy Housekeeping status differs from front desk status
- 10. Room Chart Pre-assignments are automatically color-coded: guaranteed, not-guaranteed, in-house, and out-of-order
- 11. Room Assignment
- 12. Rate Assignment Rack Rate The hotel’s standard, published rate Other rates are discounted off the rack rate Corporate Rate Provided to frequent business guests Group Rate Negotiated based on number of rooms
- 13. Rate Assignment
- 14. Room and Food & Beverage Packages American Plan (AP) The first American hotels differed from European hotels by charging a fixed fee ($1 per day) for food and lodging. ______________________ Often used at Resorts Modified American Plan (MAP) _______________________ European Plan _______________________
- 15. 4. Establish Payment Cash No charging privileges Personal Checks Driver’s license or credit card for guarantee Credit Cards Handle denial codes with care Direct Billing Companies & groups Special Programs
- 16. 4. Issue Room Key Completes the registration process Never announce the room number
- 17. 5. Fulfill Special Requests Technically, this is not the last step, it should be done before the room is assigned Pre-assign connection, adjacent & adjoining May include requests for: Location View Bed type Amenities
- 18. Guest Room Amenities Amenity Percentage of Hotels Smoke Detectors 99 % Electronic Door 80 % Locks 64 % In-Room Voicemail 18 % Turndown Service
- 19. Smoking Rooms 20% 16% 15% 15% 15% US Avg Chicago NY LA Miami 84% of the Hotel Rooms in the US are Non-Smoking
- 20. Upselling Convince guests to rent rooms above standard rate accommodations. Identify guest’s needs and upsell to meet them Enhance value for guest while increasing hotel revenue. Incentive programs for employees.
- 21. Room Status Definitions Occupied Complimentar y On-change Stayover Sleep-out Sleeper
- 22. Room Status Definitions Vacant and Ready Out-of-order Lock-out Due out Check-out Late check-out
- 23. Hotel Room Types Single/twin Double-double (1%) (36%) Double (7%) King (34%) Queen (22%) Connecting rooms Quad Adjoining rooms Suites (16%) Adjacent rooms