National Council For Hotel Management And Catering Technology
UNIT 5
REGISTRATION
The first stage of guest cycle deals with reservation. The second stage - arrival – deals with the activities
involved in the processes of pre-registration
registration and registration. The activities carried out before the arrival
of a guest to ensure a speedy check-in
check are termed as pre-registration activities. The registration process,
which involves the formalization of a valid contract between a guest and a hotel, begins with the arrival of
the guest at the hotel front desk.
Hotels follow different check-in
in procedures for different types of guests-
guests individual, groups, crew, VIP,
walk-in,
in, scanty baggage, and so on.
Pre-registration:
The activities that are carried out by the front desk agents before the arrival of guests, which help
accelerate the
he process of guest registration, are termed as pre-registration
registration activities
activities.
Purpose of Pre-registration
1. It helps in more effective registration.
2. Speedy check in.
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.
Preparation in the reservation section is done 01 day/ evening prior to the arrival of the expected gue
guest. It
involves checking of records which were made for the arriving guest at the time of booking & generating
guest documents based on already available information and transmitting the same to the front desk
Procedure of Pre-registration
1. The expected arrivals
rivals list is prepared on a daily basis to indicate the number and names of
guests expected to arrive the next day, along with their time of arrival, date of departure, rooms
requested, reservation status, special requests, and instructions.
2. Then the room position is calculated, i.e. the room availability status for the next day is arrived
at.
3. Amenities vouchers are prepared. It is a list of amenities to be given or kept in guestroom for
VIPs etc. Amenities vouchers are send to all departments such as as F&B Department,
Housekeeping etc., so that they can make necessary and appropriate arrangements in advance.
Depending on the status of guest,
guest a no. Of amenities can be provided in the room and bathroom,
such as fruit basket, flower arrangement, assorted cookies platter, assorted nuts platter, cake,
champagne etc.
4. Allotment of room numbers
number to the arriving guests with confirmed reservation after checking
their room preferences.
5. Guest Registration Card is kept ready i.e. it is filled up with all the available
available transaction data, such
as names, address, billing instruction ,type of rooms and the rate of room etc. and are kept ready
for the signatures of the arriving guest.
ARRIVALS
A) Preparing for guest arrivals at reservation and reception.
reception
At Reservation Section
B.Sc. in H&HA — Foundation Course in Front Office Operations – II Priya Sharma
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National Council For Hotel Management And Catering Technology
Done one day prior to the arrival of expected guest.
Checking of records of arrival guest made at the time of booking. (Arrival time, Confirming, Mode of
Payment, Travel Desk Arrangement )
Preparing a correspondence envelop of each and individual guest which contains the set of document
pertaining to each reservation request which is later send to the front desk. (The correspondence
envelope consists of documents such as request letters from the guest, copy of offer letters of the
hotel, confirmation letter from the guest and copy of acknowledgement letter sent to the guest by the
hotel.)
Sending the expected arrival list to all the major departments in one day advance.
At Reception Desk
Checks the room position whether it is in plus or minus.
Checks about the number of expected arrivals and departures and the room availability position and
calculates the latest room position.
Information about the vacant room can be found from room rack rack and housekeepers reports of
available rooms or from computers.
Check up for instruction about the blocking of rooms and shall book the rooms accordingly for
groups, airlines, crews, VIPs, SPATTs etc.
Check for the registration card is up to date.
Bell
ell desk staff is ready and equipped fully to receive the arriving group and crews.
Lobby manager shall ensure personally that rooms are ready and amenities such as fruits and flower,
cookies, etc have been arranged properly.
Checks for the hold mails for or expected arrivals.
arrivals
Keep the keys ready.
B) Receiving of Guest
It 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.
Doorman opens the door oor of the car/taxi when it reaches the portico and after that the entrance door
of lobby.
Bellboy carries luggage from the car to bell desk and further accompanies the guest from bell desk to
front desk.
The receptionist greets the guest gues & welcome drink is offered.
Filling
lling up of registration card.
Receptionist would try to access the requirement of the guest.
Assignment of rooms.
Handover the keys.
Escorting the guest till the room.
Explain the features of the room.
Thanks the guest and wish him a pleasant stay.
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,
ules, 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
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.
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Hotel ABC
Guest Registration Card
No. ______
Surname____________ First Name ____________ DOB ____________
Company Name ______________ Designation _____________________
Passport No._________________ Date of Issue ____________________
________
Nationality __________________ Place of Issue ____________________
Permanent Address ______________________________________________
Date of Arrival in India __________ Proposed duration of stay in India _____________
Date of Arrival in Hotel
tel __________ Time of arrival ______________________
Whether employed in India ( ) Yes ( ) No
Arrived from __________________ Registration Certificate No. __________________
Proceeding to __________________ Date of Issue ______________________________
Purpose of visit ________________ Place of Issue ______________________________
Date of departure from hotel _______________________time_____________
Credit card no. ____________________
I agree to abide by the rules and regulations
regu of Hotel.
(Guest’s
Guest’s signatur
signature)
Check-in/ check-out
out time: 12 Noon
All valuables and cash should be deposited with the cashier.
(Manager’s Signature)
FOR OFFICE USE ONLY
Nationality Code ___________ Payment Code __________ Resv. No. __________
Room No. Pax. Room Rate Billing Booked by FOA
Adult Children Instructions Signature
Form C – According to the Registration of Hotel ABC
Foreigners’ Rules, 1992, Rule 14, it is obligatory on Form C
the part of the hotel owner to send information (Rule 14)
Hotel Arrival Report
about foreigners registered at the hotel. Any person S.no._____
who is not an Indian national (i.e., a person holding a Date_____
passport of any country other than India, except Name of the hotel:_______________________
Nepal and Bhutan) is known as a foreigner. The hotel Name of foreign visitor:___________________
is liable to send the information in the format of Nationality: ____________________________
Passport No.: __________________________
Form C to the nearest Foreigner’s Regional Date of Issue: __________________________
Registration Office (FRRO) or to the Local Place of Issue: __________________________
__________________
Intelligence Unit (LIU) or local police station, within Address in India: ________________________
24 hours of the arrival of a foreign national; in case ______________________________________
Date of Arrival in India: ___________________
of Pakistani, Bangladeshi, and Chinese nationals, this Arrived from: ___________________________
information should reach within 12 hours to the Whether employed in India: ________________
nearest FRRO or LIU, and also to the local police Proposed duration of stay in India: __________
station. It should reach the FRRO every day by 1500 Proposed duration of stay at hotel: ___________
hours. Form C should be prepared in duplicate. Top Proceeding to: __________________________
Registration Certificate no.: ________________
copy is sent to the competent authority and second Date of Issue: __________________________
copy is kept for permanent records for the duration Place of Issue: __________________________
as specified in the law related to the same. Form C
may also be submitted
mitted online to FRRO these days Front Office
ffice Manager’s signature
through website – www.indianfrro.gov.in.
www.indianfrro.gov.in
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Passport
The word Passport has originated from the French meaning ‘passer’, i.e., to pass through any port, or
harbour. Passport is an official document which is issued by a government or competent public authority,
identifying a traveller as a citizen or a national of a country, giving particulars about him/ her, and
recognizing his/ her right to return to that country.
Types of Indian Passport –
1. Ordinary or normal passport: dark blue coloured passport issued to any ordinary citizen of India.
2. Official Passport: white/ grey coloured passport issued to government officials or persons travelling
on government missions.
3. Diplomatictic consular Passport: red coloured
coloured passport issued to persons holding diplomatic or
consular status as per international law and custom.
VISA
Visitors Intended to Stay Abroad (VISA) is a permit which allows a citizen of one country to enter into
another
other country for a designated period and for a specific purpose. The visa is issued in the form of an
endorsement or rubber stamp on a passport.
REGISTRATION SYSTEM or RECORDS
MANUAL SYSTEM
This system is used by small hotels. In this system all the documents such as ‘c’ form, arrival notification
slips, guest folio etc are prepared and are distributed manually. The accuracy accuracy shall depend upon the
guest’s legible and accurate completion of the card. This is rather a slow and time consuming method and
having
aving errors not suitable for large hotels.
1) Bound Book OR Hard-bound bound Register
It is a big bound register usually used by small hotels only. In such a register, all the pages are bound
in a thick book. It is kept on the reception counter and the arriving guest fills up the register and
writes information about him in one time.
The advantage of this system is that since the book is bulky and cannot be moved, all information
about the guest is available at one place only. Also no filing is required in this case. A disadvantage
of this method is that since it is bulky and kept on the counter, with frequent usage it becomes loose
and it looks dirty. The biggest disadvantage is that the information provided by the guest cannot be
kept confidential as it can be seen by the next arriving guest .Another disadvantage is that pre pre-
registration of VIPs and DGs cannot be done. If the book gets misplaced although it is very unlikely,
all the records are lost.
2) Loose leaf register
Almost similar to bound book. Each day a separate page is used instead of a consolidated register.
Advantages are that sheet need not be kept on counter and hence a neat clean look can be given to
the counter. In the event of the loss of one sheet only one day’s information is lost and the oth other
information will be safe. Disadvantages is that the sheet can be easily misplaced if the desk clerks
are careless .Further the sheet may not be fully filled on days when there are very few arrivals and rest
of it may be waste. Only one guest can register
register at a time and if there are heavy arrivals, other will have
to wait. Filling also becomes a problem .It is suitable only for a medium sized hotel.
SEMI AUTOMATIC SYSTEM
All those hotels which do not operate on computers and are either medium or large in size use this
method. Office machinery such as typewriter and various clerical equipments racks and filling rack etc.
are used in this method.
1) Individual Registration or Guest Registration card (GRC)
This is the most prevalent system these days .In this system one separate card is used for each guest. They
are given to the guest at the time of arrival to complete the registration formality. The card may be
designed so as to serve various purposes. In some
some case arrival notification slip can also be made side by
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Module Material— Registration
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National Council For Hotel Management And Catering Technology
side. They may also be used to serve the purposes of guest history card. The advantages of the system
are that complete privacy of the guest information can be maintained. Another advantage is tha that at rush
hours many guests can be registered at the same time. Guest can be pre-registered
pre registered which will give more
time to the reception to give more personal attention and concentrate on providing services to the guest
at the time of arrival. The card is more
more mobile and at the time of group arrival a separate group arrival
counter can be opened for registration.
registration The cards can be stored more systematically and arranged either
aphetically or in the order of date of arrival.
Major disadvantages are that they are are quite expensive. Also, if not stored properly, they can be lost or
misplaced.
AUTOMATIC SYSTEM
It is very efficient, time saving, accurate and fast system of registration due to the use of computers, etc.
Reservation and registration are interfaced i.e. various reports can be generated. It helps in smooth and
speedy check in .All documents needed for for registration can be computer generated. The guest has to
simply sign the document.
Express Check In / Self Check-in
Check Terminals
In some fully automated hotels such as Hilton, Marriott, Fairmont and Starwood, the arriving guest can
self register himself through
hrough self registering machine located in the lobby. To facilitate and speed up the
registration process these registration machines of the hotel may also be located at airport, international
bus terminals and car rental agencies. This system is generally used for that guest who has reservation
record in the hotel reservation office. The guest uses his credit card and inserts it in the machine. The
name of the guest and number of his card is automatically transferred to the hotel reservation office
where itt locates his reservation records. Then the computer, which is interfaced with a room management
system, locates a suitable room for him, register the guest and assign room to him. The machine may
dispense the key itself. This system lacks the personal touch,
touch, which is an important aspect of hotel
industry but is very fast method of registration
CHECK-IN PROCEDURES
a. Front Office Tasks for the Check – In of Guests with confirmed reservation –
Greet the guest as per the time of the day & ask if the guest has reservation .
Check the day's arrival list and verify the guest's reservation status.
Ask the guest to verify the details in the pre-filled
pre GRC.
Check the GRC returned by the guest for completeness. Depending on the availability of rooms,
allot the room as per the preference of the guest.
Establish the mode of payment . Assign the room keys.
Call the bell boy to escort the guest and carry the luggage to alloted room. The bell boy & bell
captain will fill the information in the bell boy arrival errand card and lobby control sheet.
Wish the guest an enjoyable stay & update front office records.
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Module Material— Registration
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Hotel ABC
Expected Arrival List
Date: 26/03/2017
Name of Guest No. of guests Type of No. of Arrival Remarks
room room time
Adult Child
nights
Sh. Anurag Sen 1 STW 2 0900 hrs Garden facing room
Hotel ABS
Bell Boy Arrival Errand Card
Bell Boy Name: Call Time:
Name of Guest: Room No.:
Articles
Suitcase Hand Bag Package Briefcase
Overcoat Others
Signature Signature
(Bell Captain) (Receptionist)
Hotel ABS
Lobby Control Sheet
Bell Captain_______________ Sheet No. ________________
Shift _____________________ Date ____________________
Room Bell Boy Name Arrival Departure Service Call Time Remarks
No. Time Time
From To
Bell Boy’s Signature: 1. ____________________ 2. ___________________ 3. ____________________
Bell Captain’s signature: ___________________
b. Walk-in Guests –
Greet the guest as per the time of the day & ask if the guest has reservation. In case the guest is undesirable or
blacklisted, politely deny rooms.
Check the availability of rooms.
Rooms are available Rooms are not available
Establish the mode of settlement of bills. Request for Suggest alternatives. If the guest accepts, register
advance deposit or credit card imprints. him, otherwise refuse accommodation politely.
Take out a fresh GRC and ask the guest to fill the details.
Check the GRC returned by the guest for completeness. Depending on the availability of rooms, allot the room
as per the preference of the guest.
Issue the room keys.
B.Sc. in H&HA — Foundation Course in Front Office Operations – II Priya Sharma
Module Material— Registration
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Wish the guest an enjoyable stay & update front office records.
Call the bell boy to escort the guest and carry the luggage to allotted room. The bell boy & bell
captain will fill the information in the bell boy arrival errand card and lobby control sheet.
c. Front office tasks for the check-in
check of VIP guests
Arrange for the pick-up
pick of the VIP from the airport
Welcome the guest traditionally on arrival in the hotel lobby (with aarti, tilak & garlands). The Front
Office Manager or General Manager should receive the guest personally.
Registration formalities should be carried out in the guest room over a welcome drink or by an
authorised representative during the airport transfer.
Room is pre-allotted
allotted to the VIP. In case of political VIPs, the same is done in accordance with
the advice of the security in-charge of the VIP.
Call a bell boy to take the luggage of the VIP to his room.
Update the front office records and send the VIPs in-house
in house list to all concerned departments.
d. Front office tasks for the check-inin of groups and crews –
The check-inin procedure for a group or crew requires specialized pre-registration
egistration activity as a group
contains a large number of people who have to be registered at the same time.
i. Pre-registration
registration activities -
B.Sc. in H&HA — Foundation Course in Front Office Operations – II Priya Sharma
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Prepare a group list, containing details of each guest in the group.
Block rooms, prefarably on the same floor.
Prepare rooming list
Arrange room keys according to the rooming list and place them in
envelop.
Fill GRCs for group members as per the information received from the
group leader.
Arrange welcome drink for group members.
Keep enough bell boys to handle the luggage.
ii. Check-in procedure –
Keep in touch with the group leader before the group's
arrival.
On the group's arrival, send bell boys to handle the luggage of guests.
Hand over the GRCs and room keys to the group leader, who will get the GRCs signed
by group members and distribute the keys.
Serve the welcome drink to all group members at an appropriate
place.
Receive the signed GRCs from the group leader and check if the same
are complete.
Guests proceed to their rooms and the front office circulates the rooming list of the
group to all departments.
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Module Material— Registration
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Hotel ABC
Rooming List
Source of booking:_________ S.No. ______________
Name of Group Leader / Airport Representative : ___________ Date _______________
S.No. Name of Guest Address Room No. Nationality Passport No. Remarks
Signature of Front Office Assistant
e. Front office tasks for the check-in
check of scanty baggage guest –
Greet the guest as per the time of the day.
Ask the guest to fill the GRC.
Stamp the GRC with 'Scanty Baggage' and take the authorisation from
lobby manager.
Ask for advance payment.
Allot the room and issue room keys.
Call a bell boy to escort the guest to the room and wish the guest an
enjoyable stay.
Send a note of APC (All Payments Cash) to all POS (Point of
Sale).
Update the front office records.
Note: For registering a scanty baggage guest, the Front Desk Assistant should take the authorization from
the Duty Manager (DM).
f. Front office tasks for check-in
in of foreign guests –
B.Sc. in H&HA — Foundation Course in Front Office Operations – II Priya Sharma
Module Material— Registration
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Greet the guest as per the time of the day and ask if the guest has
reservation.
Check the day's arrival to verify the guest's reservation status.
Take out pre-filled
filled GRC and request the guest to verify the details.
Once the GRC is signed by the guest, check it for completeness.
Depending on the availability of rooms, allot the room as per the
preference of the guest.
Take the passport of the guest & fill the details in the Form C; check the
validity of the passport and visa.
Establish the mode of settlement of bills. Issue the
room keys.
Call a bell boy to escort the guest & carry the luggage to the alloted
room.
Update the front office records and wish the guest an enjoyable
stay.
g. Check-in
in procedure in fully automated hotels at self-service
self terminals –
A guest with confirmed reservation goes to the self-service
self terminal
The guest inputs the necessary information.
The terminal allots the room as per the guest preference or suggests alternative.
The guest accepts the reservation & swipes his credit card.
The terminal dispenses a receipt and issues the room key.
The terminal updates the front office records & sends arrival notifications to the
concerned departments.
B.Sc. in H&HA — Foundation Course in Front Office Operations – II Priya Sharma
Module Material— Registration
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National Council For Hotel Management And Catering Technology
Important terms –
1. Red book- it is a hotel register used for entering guests’ information / details at the time of
check-in,
in, usually found in small hotels.
2. Form F – A document that contains the information required to be maintained by the innkeeper
for all visitors arriving in the hotel.
3. Guest History Card – A form that contains the data of guests frequently visiting the hotel. This
document helps in pre-registration,
registration, sales and marketing activities, and for planning guest services.
4. Guest Registration Card (GRC) – The registration record of a guest, containing basic
information like name, address, purpose of visit, duration of stay, etc. as per Form F.
5. Reservation form – A form used to gather the data required for the reservation of a specific
guest.
6. Rooming list – A list prepared for the groups and crews, containing the names of group
members and corresponding room numbers.
7. Movement list – Also called Expected
Expected Arrival and Departure list, which is send an evening prior
to all concerned departments, so that they can plan & prepare theirr work accordingly.
Bibliography
Ismail, A. Front Office Operations and Management. Thomson Delmar, 2002
Bhatnagar, S.K. Front
ont Office Management. Frank Bros.& Co. (Publishers) Ltd., 2006,2007
Tewari, J.R. Hotel Front Office Operations and Management. Oxford University Press, 2013
Puri, R. Front Office Operations and Management. Manju Publishers, 2009
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