DESCRIBE Arrival, registration, assignment, and rooming(front office)

1. SUNDER DEEP
COLLEGE OF HOTEL
MANAGEMANT
B.HMCT (2ND
SEM )
SUBMIT BY
ZAIDUL HAQUE

2. Arrival, Registration,
Assignment, and Rooming

3. ARRIVAL
• The arrival procedure appears routine and
standardized. And it is, although a wide
choice of sizes, classes, and types of hotels
means no two arrivals are exactly the same.
• If all front-office functions are running
smoothly and all systems are working in
unison, the arrival is an auspicious one.

4. Moments of Truth
• Arrival time signals the sharpest distinction
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
part of the guest’s experience, one of many
moments of truth.

5. Valet Attendant
• Parking attendants greet guests arriving by
private auto.
• Urban 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.

6. The Doorperson
• The presence of a door attendant makes a strong
statement about the hotel, its concern for guests, and
its level of service.
• The doorperson is part concierge, part bellperson,
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.

7. REGISTRATION
• Arriving guests may or may not hold reservations.
Those with reservations are handled quickly because
the information is already in the computer.
• Registration is handled as if the guest were a walk-in.
• Guest-to-agent interaction changes dramatically when
the house is full: 100% occupancy. A quick and caring
response from the hotel staff might convert a
traumatic experience into a positive moment of truth.

8. Walk-Ins
• Registering walk-ins takes more time than registering
reservation-holders.
• Sales to walk-ins boost the hotel’s bottom line. Walk-
ins are the final tier of 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.

9. 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.

10. Waiting Lines
• 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.

11. • Registration pods don’t eliminate lines, but they make
the experience more cordial.
• Self-service check-in is viewed as a special
accommodation 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.

12. The Registration Card
• Guest-service agents greet arriving guests with
pleasantries and a registration card.
• Timing applies to the registration cards as well. Guests
with reservations are accommodated quickly because
registration cards are preprinted as part of the
previous night’s audit.
• Release of Registration Information: names, addresses,
company affiliations, times of arrivals and departures,
telephone and internet records, credit-card data and
more.

13. • 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,
the agent repeats several facts as the registration
closes.
• New social issues have added to the guest-service
agents’ responsibilities. Where appropriate, Points of
Agreement have expanded to include no-smoking
rooms, pets, and “green” facilities.

14. ASSIGNMENT
• No-Smoking Rooms: Gradually, as calls for no-
smoking grew, hotels set aside entire floors or wings
for nonsmokers.
• Pets: almost every chain has some type of pet
accommodation.
• The Assignment Process: blocking the room;
choosing—selling—the room; upgrades; VIPs.

15. Did Not Stay
• In very rare instances, the arriving party 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 reg card is marked DNS and given
over to a supervisor.

16. 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
jurisdictions require additional identification.
• Associates throughout the hotel must be vigilant if the paid-in-
advance system is to work. Without a card on file, all services must
be paid on cash.

17. ROOMING THE GUEST
• The Uniformed Services: uniformed service personnel are
minimum-wage workers, but are the top of all hotel wage-
earners.
• Rooming Slips: rooming slips ask the guest to verify three
bits of information: name and spelling, date of departure,
and the rate.
• Arriving at the Room: registration completed, the bell
person moves toward the elevators with the guest in tow.
• Green Hotel: lodging’s early efforts at “ greening” the
industry were chiefly cosmetic.