1. © 2009, Educational Institute
Chapter 5
Registration
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

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Competencies for
Registration
1. List the seven steps of the registration process,
explain the function of preregistration, and identify
preregistration activities.
2. Describe the function of registration records and
registration cards, and identify factors that affect
room and rate assignments during the registration
process.
3. Outline procedures for establishing the guest’s
method of payment at registration.
(continued)

3. © 2009, Educational Institute
Competencies for
Registration
4. Explain the importance of verifying the guest’s
identity, outline proper procedures for issuing
guestroom keys to guests, and describe the front
desk agent’s role in addressing special requests
from guests during registration.
5. Discuss creative registration options, describe
techniques used to upsell guests during registration,
and explain how to handle situations in which
guests cannot be accommodated by the hotel.
(continued)

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Registration Process
• Preregistration activities
• Creating registration record
• Assigning room and rate
• Establishing method of payment
• Verifying guest’s identity
• Issuing room key
• Filling special requests

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Preregistration
• Accelerates registration process
• Guests verify reservation record/card data
• Activities may include:
Room and rate assignment
Creation of guest folio

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Registration Record/Card Data
• Name
• Address
• Telephone number
• Company affiliation (if applicable)
• Payment method
• Valid signature

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Room Rate Categories
• Rack rate
• Room rate and meals
American Plan
Modified American
Plan
All Inclusive rate
European Plan
• Special room rates
Commercial/corporate
Complimentary
Group
Family
Day
Package-plan
Frequent traveler

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Cash Payments
• No-post status
• Cash equivalents:
Cashier’s checks
Traveler’s checks
Money orders

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Payment by Personal Check
• Identification required on check:
Driver’s license number
Address
Telephone number
• Hotels normally do not cash second- and
third-party checks
• Personal check guarantee services

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Payment by Credit/Debit Card
• Expiration date and location
• Online authorization
• Invalid cards
• Imprinting the voucher
• Floor limits
• Reserving credit
• Denying a credit request

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Guestroom Special Requests
• Location
• View
• Bed type
• Smoking/no-smoking status
• Amenities
• Special furnishings for disabled guests
• High-speed Internet access
• Entertainment systems

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Creative Registration Options
• Eliminate the front desk
• Register group guests at a special location
• Create a separate registration area for VIPs
• Combine the hotel and meeting registration
in a separate area
• Register guests off-site
• Self-registration