FY B.Sc semester 2 front office notes

1. REGISTRATION
By: Sushant Bijlani

2. Pre-registration
• The activities that are carried out by the front desk agents before
the arrival of guests, which help accelerate the process of guest
registration, are termed as preregistration activities.
• Pre-registration activities includes:
– Preparation of arrival and departure list
– Amenity vouchers are prepared for arriving guest and sent to
concerned department
– Pre-filling of guest registration card base on the information
gathered from reservation form and guest history card
– Staffing at front desk to cater the need of rush at peak arrival
and departure time
– Arrangement for welcoming guest (Aarti, Tilak and Garlanding)
– Arrangement for welcome drink for the group and VIP
– Arranging all required arrangements for the guest
– Room and rate assignment and the creation of guest folios in
case advance payment has been received by the hotel.

3. Registration
• 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, 1992, the innkeeper
should keep the records of the guests staying in his
premises as per Form F
• Registration is the formalization of a valid contract between
the guest and the hotel, in which the hotel offers safe and
secure boarding and lodging facilities to the guest and the
guest accepts to pay for the services and facilities received

4. Form C
• According to the Registration of Foreigners’ Rules, 1992, Rule 14, it is obligatory
on the part of the hotel owner to send information about foreigners registered at
the hotel on Form C to the nearest Foreigner’s Regional Registration Office
(FRRO) or to the Local Intelligence Unit (LIU) within twenty-four hours of the
arrival of a foreign national.
• Form C contains following data:
• Name of the Foreign Visitor:__________________
• Nationality:______________________________
• Passport No.:_____________________
• Date of Issue:____________________
• Place of Issue:____________________
• Address in India:__________________________
• Date of Arrival in India:________________
• Arrived From:________________________
• Whether employed in India : Yes/No
• Proposed Duration of Stay in India:______________
• Proposed Duration of Stay at Hotel:______________
• Proceeding to:________________________
• Registration Certificate No._________________
• Date of Issue:______________________
• Place of Issue:_____________________

5. Passport
• Passport may be described as a political document recognizing the
holder as a citizen of the country granting it, and is in nature of a request
to other countries to his free passage there. Without a valid passport a
person is not permitted to move in the territory of a foreign country
• All passports generally bear the following information of the passport
holder, though the format may vary from country to country:
• Family name/Surname
• Holder’s photograph
• Given name
• Name of father/legal guardian
• Nationality
• Name of mother
• Date of birth
• Name of spouse
• Place of birth
• Address
• Gender
• Validity period (expiry date)
• Date of issue
• Children

6. Visa
• Visa is an endorsement on the passport, allowing the holder to
enter the territory of the issuing country. It is a document or,
more frequently, a stamp in a passport, authorizing the bearer to
visit a country for specific purposes and for a specific length of
time.
• Depending upon the nature of visit, the following types of visa
may be issued:
– Immigrant/Permanent visa It authorizes the holder of the
visa to settle permanently in the county issuing the visa.
This type of visa is rarely issued by countries and there are
some countries that never issue such type of visa.
– Temporary/Non-immigrant visa This type of visa is issued
for a specific duration only. The person holding such a visa
will have to return back to the home country after the expiry of
the term of the visa

7. Registration Records
• The registration activity is carried out at the front desk. The
first step in the guest registration process begins with
acquiring basic information about the guest, like name,
address, purpose of visit, duration of stay, special requests,
affiliation, designation, etc. The information gathered during
the process of registration is stored as the registration
record, which is based on Form F of the Registration of
Foreigners’ Rule, 1992. Hotels have different ways of
posting and storing registration records.
• Depending upon the requirements of a hotel, the
registration records may be maintained in:
– Hard-bound register
– Loose-leaf register
– Guest registration card.

8. Hard-bound Register
• Hard-bound registers are normally used by small hotels. In such a
register, all the pages are bound into a thick book and it can be used for
a long time. The major advantages of using hard-bound registers are:
– All the records for the duration are available in a single book.
– Wastage of paper is minimal.
– No filing is required.
• There are certain disadvantages associated with the use of hard-bound
registers for registration records. Some of the major disadvantages are:
– If the book is misplaced, all the records for that entire duration are
lost.
– Only one guest can register at a time.
– During peak hours of guest arrival, guests will have to form a queue
and wait for their turn for registration.
– Privacy of guests cannot be maintained.
– Pre-registration is not possible.
– Registration of groups/crews will take more time.
– As it is very bulky and is used for a long duration of time, the register
might look shabby at the counter.

9. Loose-leaf Register
• A loose-leaf register contains the same data as a hard-
bound register, with the difference that the pages are not
bound. One new page is used everyday. The following are
the major advantages of using a loose-leaf register:
– The privacy of the guest can be maintained to some
extent.
– If a sheet is lost, only one day’s records are lost.
– It’s convenient to hand over to guests to fi ll their details.
• The major disadvantages associated with the use of a loose-
leaf register are:
– The pages may be lost easily.
– The space in the sheet goes waste if there is not enough
number of guests on a particular day.
– Only one guest can register at a time.
– Pre-registration is not possible.
– The sheets have to be filed.

10. Guest Registration Card
• To overcome problems of hard-bound and loose-leaf
registers, most hotels use individual guest registration cards
(GRC) for registration records. GRCs may be used in
duplicate or triplicate as per the policy of the hotel. They are
given to the guest at the time of arrival to complete the
registration formality. The following advantages are
associated with the use of individual GRCs:
– The efficiency of the front desk can be increased as
many guests can register themselves at the same time
using different cards.
– As each guest fills a separate card, the privacy of guests
can be maintained.
– It is possible to pre-register guests.
• The major disadvantages of using individual GRCs for
registration activity are as follows.
– They are quite expensive.
– If not stored properly, they can be lost or misplaced.

11. Registration Process
• The registration process involves many stages. The different
stages of the registration process are:
– Identification of Guest: Identifying the status of a guest
—guest with confirmed reservation or walk-in guest—and
to process registration accordingly.
– Formation of Registration Records: Guests fill the
registration form or verify the pre-filled GRC, and sign to
approve and formalize the registration record.
– Room and Rate Assignment: A room is assigned to the
guest and the rate is fixed after deducting any discount.
– Establishment of Mode of Settlement of Bills: Cash /
Credit /TAV / TC / DD
– Completion of Check-in Procedure: All the necessary
formalities are completed.
– Rook Keys are Issued

12. Check-in Procedures
• The check-in procedure involves all stages from the arrival
of a guest to the issuance of the room key to the guest.
• Every hotel has their own SOP for check-in of :
– Guests with Confirmed Reservation
– Walk-in Guests
– VIP Guests
– Domestic and International Groups or Crews
– Scanty Baggage Guests
– Foreign Guests

13. Guests with Confirmed Reservation

14. Walk-in Guests

15. VIP Guests

16. Domestic and International Groups or Crews

17. Scanty Baggage Guests

18. Foreign Guests