Chapter 5

Registration
Managing Front Office Operations
Seventh Edition
(333TXT or 333CIN)

© 2005, Educational Institute

 Competencies for
Registration
1. List the seven steps of the registration process,
explain the function of preregistration, and identify
preregistration activities.
2. Describe the function of registration records and
registration cards, and identify factors that affect
room and rate assignments during the registration
process.
3. Outline procedures for establishing the guest’s
method of payment at registration.
© 2005, Educational Institute (continued) 1
 Competencies for
Registration
(continued)

4. Explain the importance of verifying the guest’s

identity, outline proper procedures for issuing
guestroom keys to guests, and describe the front
desk agent’s role in addressing special requests
from guests during registration.
5. Discuss creative registration options, describe
techniques used to upsell guests during registration,
and explain how to handle situations in which
guests cannot be accommodated by the hotel.
© 2005, Educational Institute 2
 Registration Process

 Preregistration activities
 Creating the registration record
 Assigning the room and rate
 Establishing the method of payment
 Verifying the guest’s identity
 Issuing the room key
 Fulfilling special requests
© 2005, Educational Institute 3
 Preregistration

 Accelerates registration process

 Guests verify reservation record/card data
 Activities may include:
Room and rate assignment
Creation of guest folio

© 2005, Educational Institute 4

 Registration Record/Card Data
 Name
 Address
 Telephone number
 Company affiliation (if applicable)
 Payment method
 Valid signature

© 2005, Educational Institute 5

 Room Rate Categories
 Rack rate
 Room rate and meals
American Plan
Modified American Plan
All Inclusive rate
European Plan

© 2005, Educational Institute (continued) 6

 Room Rate Categories
(continued)

 Special room rates

Commercial/corporate
Complimentary
Group
Family
Day
Package-plan
Frequent traveler
© 2005, Educational Institute 7
 Cash Payments

 No-post status
 Cash equivalents:
Cashier’s checks
Traveler’s checks
Money orders

© 2005, Educational Institute 8

 Payment by Personal Check

 Identification required on face of check:

Driver’s license number
Address
Telephone number
 Hotels normally do not cash second- and third-party
checks
 Personal check guarantee services

© 2005, Educational Institute 9

 Payment by Credit/Debit Card

 Expiration date
 On-line authorization
 Invalid cards
 Imprinting the voucher
 Floor limits
 Reserving credit
 Denying a credit request
© 2005, Educational Institute 10
 Guestroom Special Requests
 Location
 View
 Bed type
 Smoking/no-smoking status
 Amenities
 Special furnishings for disabled guests
 High-speed Internet access
 Entertainment systems
© 2005, Educational Institute 11
 Creative Registration Options
 Eliminate the front desk
 Register group guests at a special location
 Create a separate registration area for VIPs
 Combine the hotel and meeting registration in
a separate area
 Register guests off-site
 Self-registration
© 2005, Educational Institute 12