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hamg 1313- front office procedures hotel registration

Virginia Stipp Lawrence. 1. Registration Process. 1.Preregistration2.Create Registration Record3.Room

daniel_millan
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hamg 1313- front office procedures hotel registration

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    1. Virginia Stipp Lawrence 0 HAMG 1313-Front Office Procedures

    2. Virginia Stipp Lawrence 1

    3. Virginia Stipp Lawrence 2 1. Preregistration Pre-Assigned Rooms Block special requested rooms Connecting, Non-smoking, ADA VIP Registration Area Concierge Desk Casino Services Van Registration Airline pilots

    4. Virginia Stipp Lawrence 3 2. Create Registration Record Name Address Telephone number Company affiliation Payment method Signature Use as guest history record for database marketing

    5. Virginia Stipp Lawrence 4

    6. Virginia Stipp Lawrence 5

    7. Virginia Stipp Lawrence 6

    8. Virginia Stipp Lawrence 7 3. Room & Rate Assignments Reservation Status Determines a room’s long term availability Group room blocks prevent check-in Housekeeping Status Determines a room’s short term availability Room Status Discrepancy Housekeeping status differs from front desk status

    9. Virginia Stipp Lawrence 8

    10. Virginia Stipp Lawrence 9

    11. Virginia Stipp Lawrence 10 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

    12. Virginia Stipp Lawrence 11

    13. Virginia Stipp Lawrence 12 Room andFood & Beverage Packages American Plan (AP) Room + 3 meals per day Often used at Resorts Modified American Plan (MAP) Room + 2 meals (breakfast & dinner) European Plan Room & meals are separate

    14. Virginia Stipp Lawrence 13 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 Vouchers and certificates

    15. Virginia Stipp Lawrence 14 Issue Room Key Completes the registration process Never announce the room number Introduce the guest to the bellperson

    16. Virginia Stipp Lawrence 15 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

    17. Virginia Stipp Lawrence 16 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.

    18. Virginia Stipp Lawrence 17 Room Status Definitions Occupied Complimentary On-change Do not disturb Stayover Sleep-out Sleeper Skipper

    19. Virginia Stipp Lawrence 18 Room Status Definitions Vacant and Ready Out-of-order Lock-out Due out Check-out Late check-out

    20. Virginia Stipp Lawrence 19 Hotel Room Types Single Double Quad Queen King Twin Double-double Junior suite Suite Connecting rooms Adjoining rooms Adjacent rooms

    21. Virginia Stipp Lawrence 20 Hotel Room Floor Plan

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