Chapter 4 Hotel Registration

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Chapter 4Hotel Registration
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Registration Process

• 1. _____________________
• 2. _____________________
• 3. _____________________
• 4. _____________________
• 5. _____________________

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1. Preregistration

• Pre-Assigned Rooms
• Block special requested rooms
• Connecting, Non-smoking, ADA
• VIP Registration Area
• Concierge Desk
• Casino Services
• Van Registration
• Airline pilots

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2. Create Registration Record

• Name
• Address
• Telephone number
• Company affiliation
• Payment method
• Signature
• Use as guest history record for
• database marketing

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Guest Information Form
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Check-in
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Guest History
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3. Room Rate Assignments

• Reservation Status
• Determines a rooms __________ availability
• Group room blocks prevent check-in
• Housekeeping Status
• Determines a rooms __________ availability
• Room Status Discrepancy
• Housekeeping status differs from front desk
  status

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Room Chart
Pre-assignments are automatically color-coded
guaranteed, not-guaranteed, in-house, and
out-of-order
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Room Assignment
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Rate Assignment

• Rack Rate
• The hotels 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

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Rate Assignment
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Room andFood 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
• _______________________

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4. Establish Payment

• Cash
• No charging privileges
• Personal Checks
• Drivers license or credit card for guarantee
• Credit Cards
• Handle denial codes with care
• Direct Billing
• Companies groups
• Special Programs
• Vouchers and certificates

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4. Issue Room Key

• Completes the registration process
• Never announce the room number
• Introduce the guest to the bellperson

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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
• Try to sell ADA rooms last

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Guest Room Amenities
Amenity Percentage of Hotels

• Smoke Detectors
• Electronic Door Locks
• In-Room Voicemail
• Turndown Service

99
80
64
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Smoking Rooms
84 of the Hotel Rooms in the US are Non-Smoking
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Upselling

• Convince guests to rent rooms above standard rate
  accommodations.
• Identify guests needs and upsell to meet them.
• Enhance value for guest while increasing hotel
  revenue.
• Incentive programs for employees.

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Room Status Definitions

• Occupied
• Complimentary
• On-change
• Stayover
• Sleep-out
• Sleeper
• Skipper

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Room Status Definitions

• Vacant and Ready
• Out-of-order
• Lock-out
• Due out
• Check-out
• Late check-out

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Hotel Room Types

• Double-double (36)
• King (34)
• Connecting rooms
• Adjoining rooms
• Adjacent rooms

• Single/twin (1)
• Double (7)
• Queen (22)
• Quad
• Suites (16)