The document discusses the second stage of the guest cycle, which is arrival, pre-registration, registration, room assignment, and rooming. It covers topics like the registration process, check-in procedures for different guest types, documents generated during check-in, and ensuring a pleasant guest experience during arrival and room assignment. The key moments of truth during this stage are making a memorable first impression on guests and handling the registration process efficiently yet personalized for each guest.

1. Arrival, Pre-Registration &
Registration, Room Assignment
& Rooming
Second Stage of Guest Cycle

2. Topics for Learning
• Pre- Registration Activities (Arrival List, Room
Position, Amenities Voucher)
• Registration Records (Hard-bound Register,
Loose Leaf register, Guest Registration Card, C
Form)
• Flow of Registration Process (FIT, GIT, Airlines
Crew, VIP, Walk-In, Scanty Baggage)
• Check- In System (Manual, Semi- Automated,
Automated)

3. The first face-to-face contact
between guest and hotel.

4. Identify Guest
Booking Status
(Confirm/Walk-
In)
Complete
Registration
Formalities
Assign Room
(Guest Choice &
Availability)
Establish Mode
of Payment
(Cash/Credit)
Issue Room Key

5. Arrival
• The arrival procedure appears routine and
standardized. And so it is, but a wide range of
sizes, classes, and types of hotels means that
no two arrivals are exactly the same.
• All departments involved in check-in are
responsible for making it pleasant, accurate,
fast and secure.

6. Moments of Truth
• Arrival time highlights the sharpest difference
between the industry’s many levels of service.
• Limited-service guests who use self-check-in
terminals may see no one at all!
• Full-service hotels make the arrival procedure
a memorable part of the guest’s experience,
one of the many moments of truth.

7. What is the moment of truth in the
hospitality industry?
• A moment of truth is when an interaction
occurs between a customer and the service
provider, that can leave a lasting positive or
negative impression on the customer.
• In the Hospitality industry, there are a
minimum of twenty or thirty moments of
truth in its “Guest Cycle” of service.

11. Valet Attendant
• Parking attendants greet guests arriving by
private automobiles.
• Downtown hotel’s parking is a revenue
center of the hotel.
• Parking arrangements may be reversed with
the parking company paying the hotel for the
right to pick up guest’s cars.
• The valet attendants are the parking
company’s employees, not subject to hotel
control. Security Risk?

12. Parking Valet

13. Hi-Tech Parking in Cities

14. The Doorperson
• The presence of a door attendant makes a
strong statement about the hotel, its concern
for guest safety, and its level of service.
• The door-person is part concierge, part bell-
person, part tour guide, part host, and part
friend.
• Without question, doorpersons in their
splendid uniforms make an impressive
impact and a comforting presence at the
hotel’s entry.

16. Guest registration
• Guest registration is recording the guest's
information for official (legal) purposes.
• These records are kept for 3 years and
police/intelligence/Govt. agencies may call for
these records any time.
• During registration, the guest is required to
enter important information on the GRC such
as guest name, contact number, purpose of
stay at the hotel, and passport and visa details
in case of foreign guest.

18. Laws in India Regarding Registration in
Hotels
• Passport (Entry into India) Act, 1920
• Foreigners Act, 1946
• Registration of Foreigners Act, 1939
• Registration of Foreigners Act, 1992

19. Hotel guest registration law in India
• All guests, Indian or Foreign, must be registered
by the hotel at check-in. The prescribed forms for
both are same. i.e. Form F.
• Details of Foreigners should be filled in one more
form, Hotel Arrival Report, also called Form C and
must be sent within 24 hours to FRRO or LIU &
local police station.
• Form C of Pakistani, Chinese & Bangladeshi
nationals must be submitted within 12 hours.
• Nationals of Nepal & Bhutan are exempted from
Form C.

20. Registration of Foreigners

21. Registration
• Arriving guests may or may not hold
reservations. Those with reservations are
handled quickly because pre-registration may
be done.
• The activities performed before guest arrives
are called Pre-Registration.
• It includes;
Preparing arrival report of tomorrow.
Calculating room availability.
Making amenities voucher.
Pre-fill the GRC.

22. Pre-Registration
• When Front Desk completes the pre-
registration activities, it helps to make the
check-in process really quick, smooth and
pleasant.

23. A pleasant and caring response…

24. Walk-Ins
• Registering walk-ins takes more time than
registering reservation-holders as all the
formalities have to be completed then.
• Sales to walk-ins, normally without discount,
boost the hotel’s bottom line. Walk-ins really
help the yield management system.
• An inviting lobby is the first means of
capturing the sale. A cordial, knowledgeable
guest-service agent with the right message is
the second.

26. Passport
• A passport is a proof of citizenship of the
issuing country.
• This document, along with visa, is compulsory
for any one travelling out of the country.
• The hotel staff must check the passport and
visa of all foreign guests carefully.
• Passports are generally of 4 types; Ordinary,
Official, Diplomatic & Emergency.

28. Surname Name of Father/ Legal
Guardian
First Name Name of Mother
Nationality Name of Spouse
Date of Birth Address
Place of Birth Validity Period
Gender Children
Date of Issue Endorsement
Place of Issue Emigration Status
Holder’s Signature Validity/ Restriction
Holder’s Photograph

29. What is a Visa?
• A visa is an endorsement on the passport, by
the embassy of the issuing country, permitting
the holder to visit the country for a specific
purpose and for a limited period of time.
Immigrant/Permanent Visa Temporary/Non-Immigrant Visa
Tourist Visa
Student Visa
Business Visa
Work Visa
Transit Visa

30. Visa
• What are the different types of US visa?
• While there are about 185 different types of
visas, there are two main categories of U.S.
visas.
• Non-immigrant visa - for temporary visits such
as for tourism, business, work, visiting family,
or studying.
• Immigrant visa - for people to immigrate
(settle in) to the United States.

32. Registration Records
• Hard-bound Register
• Loose-leaf Register
• Guest Registration Card

33. Serial No. Whether Employed in India
Name of Guest Registration Details
Address Proposed Duration of Stay in India
PAX (Persons approximately) Date & Time of Arrival in Hotel
Nationality Purpose of Visit
Passport No. Date & Time of Departure
Date of Arrival in India Signature of the Guest
Columns in Hard-bound & Loose-leaf Register

34. Advantages & Disadvantages of Hard-
bound Register
• Single document, easy to
handle
• All data in one place
• No paper wastage
• No filing needed
• Risk of loss/theft
• Long queue may form
during peak hours
• Guest data is not secure
• Pre-Registration not
possible
• Registration of groups will
take much time
• With long use, the
document may look
shabby.

35. Advantages & Disadvantages of Loose-
leaf Register
• Guest data may be kept
confidential to some
extent.
• In case of loss of one
sheet, loss of data is
limited.
• Convenient for the
guest to fill.
• Pages may be misplaced
easily
• Wastage of space on
low arrival days
• Long queue may be
formed on peak arrival
days

36. Advantages & Disadvantages of Guest
Registration Card
• Multiple check-ins are
possible
• Guest data is totally
private
• Pre-registration is
possible
• Expensive to maintain
• Regular filing needed
• May be easily misplaced

37. Registered, Not Assigned (RNA)
• Early arrivals, especially those who appear
before the check-out hour, may need to wait
until a departure creates a room vacancy.
• The registration card is completed but
marked RNA, registered but not assigned.
• Early arrivals who come after rooms have
been vacated are assigned immediately, but
not given the key while the room is on-
change.
• Room charges are the real issue with early
arrivals.

38. Waiting Lines: Challenges of Arrival Process
• Hotel executives must balance the four elements of
waiting lines: arrival population; service population;
and queue and service disciplines.
• Management’s failure to attend to the four parts of
queuing theory creates negative moments of truth.
• Frequent-guest members, important persons, and
premium corporate accounts are registered in a
different area by the concierge or a hotel executive.

41. • Registration pods don’t eliminate lines, but they
make the experience more cordial.

42. Self-service Check-in
• Self-service check-in is viewed as a special
facility rather than a reduction in service.
• Initially, self-check-in terminals required the
arriving guest to hold a reservation and a
payment card, either credit or debit.
• When all rooms are taken and only a few
suites are available, it challenges the
terminal’s capability. Rather than walk the
arrival, the desk clerk will likely upgrade the
reservation to one of the suites.

43. Kiosks for check-In

44. The Registration Card
• Guest-service agents greet arriving guests with
pleasantries and a registration card.
• Completing the GRC is formalization of a
contract between hotel and guest.
• Hotel is expected to provide hygienic,
comfortable, and safe rooms.
• Guest is responsible for full payment.

46. • Contents of the Cards: name and address;
number in the party; room number; date of
departure; rate; agent’s identification; folio
number; disclaimer of liability.
• Points of Agreement: to minimize
misunderstandings later, the agent repeats
financial facts as the registration closes e.g. stay
duration, room rates plus taxes, payment
method etc.
• New social issues have added to the guest-
service agents’ responsibilities. Wherever
appropriate, Points of Agreement have expanded
to include no-smoking rooms, pets, and “green”
facilities.

47. Assignment
• Non-Smoking Rooms: Gradually, as demand
for no-smoking grew, hotels set aside entire
floors or wings for non-smokers.
• Pets: almost every chain has some type of
pet accommodation.
• Eva Floors: for women travelling alone.
• Executive Floors: Manned by Concierge &
Butler
• Rooms are assigned, by matching guest
preference, with current room availability.

49. Did Not Stay (DNS)
• In very rare cases, the arriving guest may
register and leave immediately.
• Typically, no charge is made if check-out
takes place within a reasonable time, even if
the room was occupied briefly.
• The completed registration card is marked
DNS and given over to a supervisor.

50. Establishing Credit and Identity
• Guests with reservations have already
established a preliminary level of credit and
identification.
• Credit cards help establish the guest’s identity,
but some locations require additional
identification. E.g. Aadhar Card, Driving License
• Without a credit card on file, all services must
be paid on cash.
• Front Office makes APC slips (All Payments in
Cash) and send to all POS.
• Guest photo is also compulsory.

52. Check-In for Specific Cases
• FIT (Free Individual Traveller)
• Walk-In (Guest without prior reservation)
• VIP (Very Important Person)
• GIT (Group Inclusive Tour)
• Scanty baggage (with very less luggage, might
leave without paying)
• FFIT (Foreign Free Individual Guest)

53. FIT
1. Check reservation status.
2. Confirm from Daily Arrival Report.
3. Give a pre-filled GRC for verification and
signature.
4. Check GRC for completeness & sign.
5. Assign room as per guest preference.
6. Confirm mode of payment. Issue room key.
7. Call bell boy for luggage assistance.
8. Wish an enjoyable stay.
9. Update necessary records.

54. Walk-In Guests
• Screen black-listed guests and unwanted ones.
• If rooms available, ask guest to fill GRC.
• Take advance deposit or credit card imprint.
• Complete steps as for FIT check-In.
• If rooms not available, offer to arrange in
comparable nearby hotels.

55. VIP Check-In
List of VIP guests:
Heads of Countries Music stars
Local Government Heads
(Country, State & Union
Territories)
Travel Writers
Ministers (Central & State) Top Executives of large MNCs
Senior Media personalities Chief Executive officers of
Business Houses
Sports Stars & Top Administrators Senior Defence officers
Film Stars Famous public figures &

56. VIP Check-In
• Arrange airport pick-up.
• VIP welcome on arrival in lobby.
• Registration done in the room.
• Welcome drink & VIP amenities in room.
• Luggage assistance at the earliest.
• FOM/GM to escort VIP to the pre-assigned room.
• Notify all departments about VIP in-house.
• Up-date records.

58. Limousine Cars for VIP Travel

59. Group Check-In
• A fast group check-in depends on pre-
registration the most.
• Prepare rooming list in advance.
• Block rooms on one floor, if available.
• Print keys and put in envelopes, with room no.
• Pre-fill GRC. Keep in alphabetical order.
• Arrange for welcome drink.
• On arrival, bell boys tag bags with the help of
rooming list.

60. Group Check-In- Part 2
• Hand over GRC & room keys to Group Leader
for distribution.
• Serve welcome drink while guests complete
GRC.
• Collect GRC from Group Leader.
• Send guests to rooms. Luggage assistance to
follow.
• Send copies of rooming list to all POS.

62. Scanty Baggage Check-In Procedure
• Guests with very less number of bags, are
reported by bell boy on arrival.
• Check-in only after authorization from Duty
Manager.
• Stamp GRC with “Scanty Baggage”.
• Prepare APC slips & notify all POS.
• Take advance deposit for the whole stay.
• All payments in cash (APC) at all Points Of Sale
(POS).

63. FFIT
• Just like an FIT check-in.
• Check Passport & visa very carefully.
• Additionally, fill C-Form and send to FRRO.
• Exchange foreign currency and give certificate.
• Diplomats of foreign countries & NRIs are not
to be reported by C form.

64. Fully Automated Check-In
• Self check-in kiosk, just like ATM machines.
• Swipe credit card for identification.
• Issue key card from dispenser slot.
• Self check-in is not meant to make personal
contact obsolete but rather to streamline
processes.

65. Rooming the guest
• Arriving at the Room: registration completed,
the bell person moves toward the elevators with
the guest in tow.
• Explain the emergency exit routes.
• The escort explains to the guest on use of key,
power switch, amenities, facilities etc.
• Inform about any special event in hotel.
• Answer any other questions.

67. Documents Generated in Check-In Process
1. Registration Card : Used to collect guest
personal data.
2. Room Rack Slip : A document on which the
information is transferred from the registration
card in the form of a summary. This slip is
placed in the room rack.
3. C Form for all foreign guests.

68. Documents Generated in Check-In
Process
• 3. Information rack Slip : Used to provide
guest name and room no. A copy of this slip
goes to room service, housekeeping,
telephones, etc. These departments also
maintain information racks.
4. Bell Boy’s Arrival Errand Card : It is to
communicate the guest arrival to the bell
desk and to keep a check on the movement
of the bell boys.

69. Other Support Documents :
• Arrival notification slips : These slips are
prepared and distributed to all the concerned
departments.
• Lobby Control Sheet is a record of all the
errands given to all the bell boys of one shift.
• All the errand cards and lobby control sheet
are filed by Lobby manager for future
reference, if needed.