Kuliah Online PBU VIII

Importance of The First Contact

The first impression a guest receives of lodging facility during registration is extremely important in setting the tone for hospitality and establishing a continuing business relationship. The guest who is warmly welcomed with sincere greeting will respond positively to the hotel and will expect similar hospilatily from other hotel employees. If the guest receives a halfhearted welcome, he or she will not be enthusiastic about lodging facility and will be more likely to find fault with the hotel during the visit. Today’s guest expects to be treated with respect and concern, and many hotels make the effort to meet those expectations, those that to do not should not expect the guest return.

What constitutes a warm welcome?this varies. It begins with the front desk employee’s empathizing with the feelings of the traveler, someone who has been away from familiar sorroundings for many hours or many days. He or she may be stressed by the frustrations of commercial travel delayed schedules, lost luggage, jetlag, missed meals, unfamiliar sorroundings, unclear directions or unfamiliar public transportation. The hotel employee who is considerate of the traveler under the circumstances is more likely to recognice anxiety, restlessness and hospitality and respond to them in a positive, understanding manner.

A typical scenario is as follows: Mr. Traveler arrives at 9.15 A.M at the registration desk of the hotel. He is visibly upset because he is late for an important presentation to a group investors. He wants to get into his room, drop off his luggage and get public transportation to the corporate center. The desk clerk/front dest rings for a bellhop/porte to escort Mr.Traveler to the luggage storage area. When the bellhop arrives, the front desk describes Mr.Traveler’s situation. The bellhop calls doorman to obtain a taxi, gives Mr.Traveler a receipt for his luggage and escorts him to the main entrance of the hotel. Then he takes Mr.Travel’s luggage to the storages area. These timesaving practice allow Mr.Traveler to arrive at the presentation in a reasonable amount of time.When Mr.Travel returns to the hotel later taht day, he express his appreciation to the desk clerk on duty.The stage has been set for enjoyable, hospitable stay.

Components of the Registration Process

The registration process is one of the many points ofd interaction with the guest and ultimately, the cornerstone of the delivering service before, during and after the guest stay. Early in this section, we discuss the importance of capturing guest data that is confirmed from the previous reservation process or initiated with a walk in guest. While guests are in our care, we can communicate with them, maintain an accurate accounting record, respond to nquires about financial concerns and follow up service.

Capturing Guest Data

It is important note ath outset the value of capturing guet data at the registration. This information is used by many employees in the hotel to provide service and hospitality to the guest. It is used to tranfer messages to the guest, inform the staff of the guest’s needs, check credit background and process charges.

Guest receive phone calls, phone messages, mail, packages and fax transmissions the hotel must deliver. Recording the proper spelling of the guest’s name including the middle initial, during registration will assist the telephone operator and bellhop in locating the correct guest. A person with a common last name should not miss an important message just because more than one Tina. S.Rodriguez, T.S.Rodriguez or T.Samuel Rodriguez are registered at the hotel. In addition, hotel employees need to know who each guest is so standard operation procedures can be carried out. For example, the director of security wants the housekeeping staff to be alert for indications that more people staying in a room than registered for it. Not only does this information assist in providing security to registered guests but also it provides the hotel with additional income.

Guest Registration Procedure

The guest registration procedure involves several steps that, if followed accurately, allow management to ensure a pleasant, efficient and safe visit. The process is discussed is discussed generally as these steps relate to effective front office management. Later in this chapter, use of PMS(property management system) method of registration is discussed.

1. Guest requests to check into the hotel.

2. Front desk clerk projects hospitality toward the guest.

3. Front desk clerk inquires about guest reservations.

4. Guest completes registration card.

5.Front desk clerk reviews completeness of registration card.

6. Front desk clerk verifies credit.

7.Front desk clerk makes room selection.

8. Front desk clerk makes room assignment.

9. Front desk clerk assigns room rate.

10. Front desk clek discusses sales opportunities for hotel products and services with guest.

11. Front desk clerk provide room key.


References: Hotel Front Office Management, James A.Bardi-fifth edition