Room Division Management

SATURDAY, 16 APRIL 2011

Global distribution system
A computer reservation system, typically owned jointly by airlines in different countries, that includes reservation databases of suppliers in many countries. This term has largely replaced "computerized reservation system (CRS)" as the term of choice within the industry. A computer reservations system (or central reservation system-CRS) is a computerized system used to store and retrieve information and conduct transactions related to air travel. Originally designed and operated by airlines, CRSes were later extended for the use of travel agencies. Major CRS operations that book and sell tickets for multiple airlines are known as global distribution systems (GDS). Airlines have divested most of their direct holdings to dedicated GDS companies, who make their systems accessible to consumers through Internet gateways. A global distribution system (GDS) can be defined as a centralized and permanently upto- date database that is accessible to its subscribers through computing terminals. A GDS provides all kinds of tariffs and tourism services to subscribers’ everyday, allowing the users to make, change and cancel reservations, as well as to print tickets and avail themselves of any kind of rights related to services and products. Traditionally, travel agencies have been the main subscribers, with airline companies being the owners, creators, hosts or salesmen for GDSs. The GDSs constitute at the present time the evolution and natural adaptation of the traditional computer reserve systems (CRS) to the market. The origin of these distribution systems comes from the 1960s in the United States as a consequence of the inefficacy of manual systems for the control of seat availability in the wake of the growth experienced by the aviation industry With the goal of creating an automated system for the capacity administration of their airplanes, American Airlines and IBM developed a joint program that became the SABRE, considered the first CRS The original purpose of these systems was to facilitate through an automated system the storage and administration processes of all the information related to flights, lodging availability, and schedules or prices. Beginning in 1987 and as a consequence of the increase in demand for the application of such information to other types of tourism products (e.g. hotel rooms), and of the internationalization of their operations, CRS moved towards a new and enlarged concept which we know today as the global distribution systems. Traditionally, inside the distribution channels a GDS operates as a retail wholesaler because its sales are addressed to the travel information to carry out their job, from the moment a client asks for a service until the potential sale and follow-through. The GDSs provides a valuable instrument for travel agencies, increasing their productivity. Moreover, this wholesale element in the distribution channel is also a very positive tool for hotel companies, airline companies, car rental business, etc. Modern GDSs typically allow users to book hotel rooms and rental cars as well as airline tickets.

Registration is an activity of registering a guest even before his arrival. therefore a critical contact point. The registration procedure of the hotel is critical to the collection of guest information and the initialization of the guest account. Of Course it depends upon the availability status of that date.Hotels may offer a number of rates for rooms of the same type. The activity includes: Room Assignment. quality of furnishings. location. or prior to. As a result the front desk employees are particularly concerned with processing the needed information quickly. Guest registration sets the tenor for the stay and is. Creation of Guest Folio.Introduction Guest registration is one of the first and most lasting impressions on a hotel customer.Guest would be assigned a room according to requirement he made at the time of booking the room and keeping the type of guest in mind. so as to avoid hassles at the time of registration. The front desk should promote the warmth and hospitality of the property. check-in. Rates for similarly bedded rooms may vary based on room size.The guest folio is created as soon as guest profile is created in case of Automatic system of reservation. and other factors. Room is blocked so as to avoid hassles at the time of check in and guest will not wait at reception for a long time. which may be one day before his arrival or on the same day but before his arrival. The tax related to payment would be recorded in the guest folio. Determine Room rate. . Almost all the paperwork in the guest cycle is based on the data that is recorded and verified at. Guest registration is the point at which critical information is collected about the customer and his / her wishes. amenities.The information gathered from Reservation form would be recorded in GRC. If the bottleneck develops in a guest registration. Partial Filling of GRC. Pre. customer complaints arise.Registration Pre.

After allocation of rooms for expected arrivals. Mostly groups are assigned the rooms at the same floor to ease their communication. Rooming List is a list of name.It involves allocating the rooms to the group.  Room Assignment. .  Block the rooms as per the necessity of the guest.  Room Check and Amenities.Registration activity of a Group  Reception should have rooming list from reservation department.Guaranteed Reservation)  Preregistration activities are the registration activities that occur before the guest arrival (Generally one day in advance).Pre.Guest would be allotted a room according to requirement he made at the time of booking the room and keeping the type of guest in mind. keeping in mind the status of occupancy. tour wholesaler or travel agent to an accommodation establishment prior to the group arrival.  Name of the Group leader required to coordinate between the hotel and the group members. and room sharing details for a group reservation which is submitted by an inbound tour operator. Of Course it depends upon the availability status of that date. For a group one registration card can be filled and signed by group leader on arrival and the rooming list must be attached with the GRC. Room is blocked so as to avoid hassles at the time of check in and guest will not wait at reception for a long time. Pre-Registration Activity of FIT (for Guaranteed Reservation and Non. will ensure that room is fully served and prepared for occupancy.  Get tentative time of arrival and departure of the group in order to inform the reception to keep the rooms ready and alert the lobby staff.  Guest Registration Card to be filled partially.  The receptionist will prepare an expected Arrival and departure list. Front office and Housekeeping department.

. quality of furnishings.  FO prepares the amenity voucher in triplicate for the house keeping and the room service department in order to make flower bouquet and place fruits and cookies basket in the guest room prior to the arrival of the guest. Pre-Registration Activity of VIP  The receptionist will collect the expected arrival list stating the entire guests who will be arriving the next day. and other factors. so as to avoid hassles at the time of registration. highlighting the arrivals of VIP and VVIP guests from reservation. Determine room rate.  GRC to be filled partially.  Front Office staff will be blocking the guest rooms for the VIP and VVIP guest according to the type of room and any special request made by the guest at the time of reservation. amenities.The guest folio is created as soon as guest profile is created in case of Automatic system of reservation with the tax related to payment would be recorded in the guest folio. location.  FO effectively communicates with the house keeping & Room Service department in order to inform the housekeeper to pay special attention to the guest room by keeping it ready for the VVIP guest. Rates for similarly bedded rooms may vary based on room size.Hotels may offer a number of rates for rooms of the same type.The information gathered from Reservation form would be recorded in GRC.  Check the room and Amenities placed inside the allotted room/rooms for VIPs.  Creation of Guest Folio.

address. date of departure. nationality.Legal Implications Registration is a mandatory requirement that all guests over the age of 16 years – irrespective of Indian or foreigner. It is the duty of the receptionist to always check the registration details to ensure that it is correct. Completion. All guests have to provide their name and nationality. on a registration card or by using a self check-in kiosk. The register may be a Red Book / form or a card also called G. This is an agreement between the hotel and the guest is also known as a contract between both the parties. Collection.The duration of stay of the guest. 2. 1. ordinary personnel or VIP. Guests might register by way of recording their details in a register.To be filled by Foreigners only-sent to Foreign Regional Registration Office(FRRO) Registration Process The registration process has the following basic concepts.R.It is the gathering of information about the guest such as date and time of arrival. purpose of visit. 3. guest personal information (name. 5. Product Matching. credit card. mode of payment whether by cash. Regardless the size of the hotel.Assigning the right room to the guest as desired based on availability. The availability of the rooms should be checked for reselling it to the next guest. It consists of two parts  ‘F’ Form. Group guests and VIP’s are often pre-registered by reception. In addition foreigners must provide their passport number. Then the guest along with his luggage sent to his .Registration.After the guest has registered a rate for room is decided and a room assigned after establishing his creditability.e. occupation etc). The guest has to fill in the form and attest his signature. It is a legal obligation for all guests to be registered in the hotel. Many hotels now also have self check-in kiosks. be it small or large guests. 4. must provide basic information about them and fill up either a visitors register / hotel register. Revenue Management-The billing instructions i. travelers cheque etc. C (Guest Registration Card).Mandatory to filled by Indian & Foreign Guest  ‘C’Form. Rooms Management. place of issue and next destination.

The next guest can easily access the details of the previous guests.It is a big bound book.  Only one guest can register at a time. Registration Methods Three methods are used for registration by hotels: 1. . It is often used in small hotels.  Pre-registration of VIP and others cannot be done. Bound Book.  The book is bulky and gets dirty and torn very soon due to frequent usage. After that the receptionist would complete the paper and other work related to the new arrival Registration Record The registration record is a collection of important personal and financial guest information.room. A typical registration record includes: i) Guest name and surname ii) Guest address and telephone number iii) Company affiliation (if applicable) iv) Expected arrival date v) Planned departure date or length of stay vi) Required room rate vii) Required room type viii) Room number ix) Method of payment x) Special requests xi) Signature of the guest. The disadvantages of this book handling are:  Confidentiality of guest information cannot be maintained. Guest on arrival fills his details in a line and signs in this book.

 They may also be used to serve as a guest history card. Loose Leaf Register In this system. C. The cards may be designed so as to serve various purposes. after the arrival of any foreigner.  The leaflet may not be fully filled or in some occasions single sheet may not be sufficient.  Many guests can be registered in the rush hours at the same time. The source of information for the C. if the desk clerks are careless. A copy is sent to FRRO in case of metropolitan cities. The disadvantages of this method are:  It can be easily misplaced. It may be made in duplicate or triplicate with the help of carbon papers so that one copy can be sent to Government departments and the other retained by the hotel. It is also important to note that two persons of same nationality can be included in one C form. . Individual Registration In this system. It should be sent as soon as possible or within 24 hours. C. visa and in certain cases certificate of registration. They are also expected to settle their bills in foreign currency.  Filing also becomes a problem  Only one guest can register at a time. To some extent the confidentiality of guest information can be maintained.Form For all foreign nationals. a separate card is used for each guest. It is mostly suitable for medium sized hotels. 3. or else to Superintendent of Police or local police Station.forms need to fill as per Indian law. The hotel can obtain the Form C from any Registration Officer on application. a separate loose leaflet is used for each day instead of a consolidated / bound register.form is basically the visitors passport.  Complete privacy of the guest is maintained.2. The following are the advantages of this method:  The size of the card is small and quite handy.  For every FFIT a separate C form is to be made.

. If the group members are of same nationality than a single C form for entire group is sufficient along with list of passport details attached to it. the group leader on arrival provides the passport details of all the group members and signs the guest registration card on behalf of the group. For groups.