Lesson 3

LESSON 3
Front Office – Guest Registration
TOPICS
1. Pre-registration Procedure
2. Verifying Guest’s identity
3. Registration Card Typical Format
4. Creating Registration Record
5. Establishing Payment Method
6. Assigning an Accommodation
7. Issuing Room Keys or Access Code
8. Handling Special Requests
LEARNING OUTCOMES
At the end of the lesson, you should be able to:
1. Discuss pre-registration procedure
2. Discuss the proper way of identifying the guest’s
3. Identify the registration card typical format
4. Discuss the creation of registration record
5. Identify the establishment of payment
6. Discuss how to assign an a accommodation
Guest Registration
Introduction
The term "guest relation" refers to the act of documenting the details of a visitor for official
purposes. The front desk staff requests that customers enter their personal information on the
GRC at the time of reservation.
Both guests with prepaid accommodations and walk-in guests must complete the registration
process. Guests must enter crucial information on the GRC during registration, such as their
name, phone number, reason for staying at the hotel, and passport and visa information if they
are an international guest. The front desk staff is responsible for not disclosing guest information
to unauthorized individuals.
Pre-registration Procedure
This approach entails potential guests enquiring about the availability of their preferred type of
lodging. Registration can also be done ahead of time prior to arrival. In the case of frequent
guests, VIPs, or group guests, it can be done over the phone.
Pre-registration is not required for new walk-in guests because there has been no prior interaction
between the guest and the hotel. Pre-registration activity speeds up the actual registration
procedure by indicating that the required lodging is reserved.
Verifying Guest’s Identity
Since the 9/11 terrorist attacks, hotels have been required to check guests' IDs. The staff initially
checks the guest's identity by politely Assigning for their name. A photo ID, such as a driver's
license or a genuine identity card from a well-known organization where the guest works, is then
requested by the staff member. If the guests are from another country, the personnel will ask for
their passport. Any verification inquiries should be asked gently by the staff member.
To authenticate the guest's identity and compile the guest database, genuine copies of the
passport or ID card are made.
Creating Registration Record
When visitors arrive at the hotel, the front desk employee gives them a GRC to fill out with their
personal information. When dealing with VIPs, the staff inputs the information on the card and
obtains the signature of the guest.
The staff then produces a guest registration record, countersigns it, adds true copies of the guest's
passport or other identification cards, and puts it in the guest history file. In the software system,
the visitor reservation record is established as a registration record.
Establishing Payment Method
Guests have the option of paying in advance or at the time of check-out. Those who have pre-
paid are placed on the Paid-In-Advance (PIA) list. There are several payment methods available,
and the guest's preferred method is noted at the time of registration. The following methods of
payment are available:
 Cash payment (which also include money order, travelers’ cheque)
 Credit card/ Debit card payment (which are accepted only if the cards have not expired)
 Cheque payment (where post-dated cheques are not accepted)
 Direct billing
 Special payment such as gift card and voucher.
 The guests need to select one of the options of payment at the time of registration
Assigning an Accommodation
When the guest's registration is complete, the front desk personnel provides an accommodation
to them. The employee enters the lodging number into the PMS and briefly highlights its
favorable features.
The bellboy is also informed by the reservations department to take the visitor bags.
Issuing Room Keys or Access Code
The front office personnel distributes the keys or computerized secret code keys for entering the
lodging after it has been assigned.
It is standard procedure not to speak loudly about the room number or the digital key when
handing it over to the guest. The bell attendant then assists the client with luggage management
and describing the amenities of the property. The attendant then hands over the keys to the guest,
wishes them a pleasant stay, and exits the establishment by closing the door.
Handling Special Requests
The bell attendant can notify the front desk employees if the guest is dissatisfied with the
accommodations for any unsatisfactory or unpleasant reasons. Furthermore, if the client has
particular needs, such as a baby cradle, a hot water bag, or a shaving kit, the front desk staff is
required to meet those needs promptly.

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LESSON 3

Front Office – Guest Registration

Creating Registration Record

Issuing Room Keys or Access Code

Handling Special Requests

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