Accommodation Operation and Management

MODULE 4
MODULE 4 OVERVIEW:

Welcome to Module 4 – FRONT OFFICE: GUEST REGISTRATION

In this module, we will discuss an overview of front office: guest registration in order to work
effectively as front office management personnel. Guest registration is one of the first and most
lasting impression on a hotel customer. Guest registration sets the tenor for the stay and is,
therefore a critical contact point. At the end of this module, you are going to answer activity on
managing time for front office management.

You are set for an incredible journey! Have fun in the world of hospitality industry!
MODULE 4 LEARNING OBJECTIVES:
By the end of this module, the students will be able to:
1. Demonstrate the procedures for front desk check-in.
2. Prepare the required documents/ reports at the front desk.

L. MAKILING, 2023-2024
Accommodation Operation and Management

COURSE CONTENT FOR MODULE 4: FRONT OFFICE: GUEST

REGISTRATION

LECTURE DISCUSSIONS

The processing of individual and group bookings and the registration of guests are
undertaken at the Front Desk. Some hotels give the name Reception Desk rather than Front
Desk. Specific functions of this section include:

1. Allocating rooms for expected arrivals;

2. Attending to the registration of arriving
guests;
3. Handling and distributing room keys;
4. Receiving mails, parcels, messages and
other documents for house guests and
insuring that they are properly delivered to
the guest, [Link]

5. Serving as a communications center,

disseminating information about hotel facilities and services and also other matters like
points of interest, flight schedules, areas of entertainment, tourist spots, etc.;
6. Updating the room status of all guestrooms and reconciling said status with the room
status report of the Housekeeping Department;
7. Preparing and updating records pertinent to the guest's stay in the hotel;
8. Submitting Night Sales Report indicating the number of rooms sold, vacant rooms,
average rate, total revenue, occupancy rate, etc. and
9. Coordinating with other departments in the performance of its function, particularly with
the Housekeeping and the Accounting Section.

L. MAKILING, 2023-2024
Accommodation Operation and Management

In some small hotels, the Front Desk also provides guest relations assistance doing jobs like
arranging tour and travel itinerary, booking airline tickets, attending to guest concerns like
lost passport or airline ticket, etc.

Reception Terminology

Arrivals A guest who as just checked in

Blocking To reserve a room on the room rack for a guest expected to arrive.
Check-in A guest who is registering at the front-desk
Check-out A guest who has completed his billing formalities and departed.
Complimentary Free use of a room.
Crew Airline flight and cabin crew
Departures Guest leaving the hotel after their stay
Do-Not-Disturb A guest requesting not to be disturbed
Double Occupancy Room occupied by two persons.
Due out An occupied room expected to be vacated
Group Anybody of people of 15 persons or more travelling together
Guest Folio The running bill of a guest, recording charges for his / her stay and
the use of other hotel services
Guest Rack The Whitney rack, at the information section of the reception,
arranges guest names of hotel guests staying, in an alphabetical
order
House Hotel
House Count The number of guests residing in the hotel
Late check-out A guest who has requested a departure beyond the official check-out
time of the hotel
Lock-out A guest room sealed for entry by the hotel because she has not
settled his or her bill
No Show A guest with a confirmed reservation who has not turned up

L. MAKILING, 2023-2024
Accommodation Operation and Management

Not Cleared Room that is being prepared by housekeeping for sale

Occupancy The number of saleable rooms occupied by guests
Occupied A room that is assigned to a guest
Out-of-Order Room under maintenance
Position Rooms available for sale at the beginning of a shift or day
Registration The act of registering into the hotel by completing the registration card
Registration Card The formal document that registers a guest into the hotel for stay
Room Allocation Assigning a room to a guest after he has registered into the hotel
Room Key The key of a given guest room
Room Rack The Whitney rack arranged by room numbers
Scanty Baggage A guest with hand luggage only
Skipper A guest who has departed without settling his bill
Sleep out A registered guest who has not used the room
Stay-over Guests who extend their stay for a night
Under stay A guest who has checked-out before his scheduled departure date
VIP A very important person who is extended special privileges by hotel
Walk-in A guest who wants a room without prior reservation

4.1 GUEST REGISTRATION

After a guest arrives at the hotel, the front desk agent should complete the guest registration
process. This is to make sure that the guest registration is completed as per the hotel standard
and also to collect important guest information’s.

L. MAKILING, 2023-2024
 Accommodation Operation and Management

Guest is also asked to sign on the printed registration

card as a statutory requirement and also to verify that
the details provided on the registration card is
accurate.

[Link]

When Guest arrives at the reception to check in:

 Greet the guest.
 Enquire the Last name / First name of the guest.
 Search for the reservation record and print registration card (if the same is not pre-printed)
Present the Registration Card to guest for verifying / reconfirming preprinted details like:
 First Name, Last Name.  Method of payment.
 Arrival Date. Time.  Billing instructions.
 Departure Date, Expected time of  Meal Plan
departure.  Request for ID as Proof for local
 Room Rate. guest and Passport and Visa
 Room Number. details for foreigner
 Room Type.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT

[Link]

Following details to be completed:

 Salutation.  Telephone / Fax / Mobile numbers.
 Designation.  Email address.
 Company Name.  Contact Number / Person in case of
 Address Home / Business emergency.
 City, Country  Purpose of Visit.
 Postal Code
Passport details:
 Passport Number.
 Nationality and country of residence.
 Date of Birth / Anniversary Date.
 Passport Issue date and Expiry Date
 Place of Issue of Passport.

2021-2022 Module Packets for HMPE 5 (Front Office Operations) | College of Commerce |
University of San Agustin, Iloilo City, 5000, Philippines Page 1 of
22
Accommodation Operation and Management

[Link]

Visa Details:
 Visa Number  Request the guest to sign on the
 Visa issue date and Expiry date. Registration Card.
 Visa Place of issue.  Scan / Photocopy of Passport and
 Type of Visa. Visa copy and attach to the
 Proposed duration of Stay in the registration card.
country.  Front office assistant to also cross
 Arrived from. sign the registration card on the

 Proceeding to. provided field.

 Explain to the guest regarding late  Update the guest details collected on

checkout policy if any. regard to the Profile of the guest.

 File Registration card
4.2 CHECK IN PROCEDURE

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT

[Link]

The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of
the room key to the guest; 1) Receiving and Registration 2) Allocation of the room 3) Secure
advance Payment 4) Information service 5) Complete the check-in formalities 6) Open the guest
folio.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
In case of manual or semi-automated operation systems, the process begins as the guests
arrive at a hotel and are greeted by the front office staff, subsequent to which they complete the
registration formalities, and finally the
guests are assigned rooms and issued the
room key by the front office personnel.

In a fully automated system, the same

activity is performed automatically by self-
service terminals located in the hotel
lobby.

[Link]

The procedure for normal check-in may be summarized in the following 6 stages:

Stage 1: Receiving and Registration

a. Receive the guest in front of the house
b. Open the door and welcome the guest.
c. The doorman informs the bell desk to pick-up the guest baggage.
d. Bring the luggage and baggage into the lobby (Incase the bell desk team not available then
the doorman should assist with the baggage.)
e. Escort the guest up to reception desk (usually done by the bellboy/porter)
f. Provide welcome drink and welcome gift if any (Like Spice Garland, Spice box, Juice etc.)
g. Receive the guests at the reception
h. Welcome the guest promptly with a cheerful and pleasant smile.
i. Address with the appropriate surname, if known.
j. Request for the reservation details like guest last name, confirmation no., booking source
etc.
k. Request for the guest id card or passport.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
l. Request for the guest business card.
m. Register the guest - Complete the registration card or register the guest
n. Verify the information on the registration against the reservation ensuring the accuracy of
name, date, and payment mechanism.
o. Stamp check-in time on the registration card.
p. Show check-in in the hotel software/PMS.
q. Carry out the final check of the registration card for the guest signature.
r. Discuss room preference with guest as per the availability, or select an available room
which is "ready to let” and allocate the room.
s. Take a note of the expected departure details.
t. Take note of the airport drop, any special request etc.

Stage 2: Allocation of the room

a. Allocation of the room means assigning a vacant and ready (VR) room to the guest for
staying (if this was not done already).
b. For repeat guest assign room as per the preference.

[Link]

c. In order to allocate a guest room, accurate room status information is required. For this
purpose, a room status board or room rack is kept in the reception.
d. When the room has been allocated, the reception should; Block or code the room as sold.
e. Prepare key card of related room number by entering the arrival and departure date, rate
and offer it to the guest for signature.
f. Give the room key to either the guest or the bellboy.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
g. Record guest arrival on daily arrival list.

Stage 3: Secure Advance Payment

a. Advance payment should be done for security purpose. It is usually done by accepting a
cash deposit or taking a credit card.
b. While handling advance deposit, whether cash/ cheque, always:
c. Issue a receipt for cash/ cheque and record the payment in the guests ‘ledger.
d. Accept credit card and evaluate for its credit limit and availability.
e. Get the imprint of the card and obtain a guest signature.
f. Get a pre-authorization (pre-auth) from the Credit Card company or EDC machine for the
required amount and record the same to the reservation.

[Link]

Stage 4: Information Service

a. The receptionist is responsible for informing guest about the facilities and services offered
by the hotel. This helps the guest to familiarize about the hotel facilities and also to increase
the sale. At this point, the receptionist should;
b. Acknowledge the guest about the hotel's activities, facilities, and service with direction and
location.
c. Enquire if the guest requires a wake-up call. If so, record it correctly.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
Stage 5: Complete the check-in formalities
a. After the check-in formalities are completed;
b. The bellboy or the GRE should escort the guest up to the allocated room.
c. Inform other departments and sections about the guest arrival by arrival notification slip.

Stage 6: Open the guest folio

a. Open guest bill/ folio/folder and clear any old bill copies.
b. Record the key information for billing purpose (room
rate, number of nights, departure date and mode of
payment).
c. File the bill in the guests' folio box together with the
completed registration card.

[Link]
0135.1073741834.1548788185382276&type=3

4.3 ROOM STATUS

[Link]

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
Room Status Terminology / Definitions for hotels

During the guest stay, the housekeeping status of the guest room changes several times.
The various terms defined are typical of the room status terminology of the lodging industry. Not
every room status will occur for each and every guest during their stay at the hotel.
Changes in this status should be promptly communicated to the front office in order to
maximize room sales and revenue. Maintaining timely housekeeping status requires close
coordination and cooperation between the front desk and the housekeeping department for the
Non- Automated / Semi-Automated hotels.

[Link]

OCC - Occupied: A guest is currently occupied in the room

Stayover: The guest is not expected to check out today and will remain at least one more night.
On-Change (OC): The guest has departed, but the room has not yet been cleaned and ready for
sale.
DND - Do Not Disturb: The guest has requested not to be disturbed
Cleaning in progress: Room attendant is currently cleaning this room.
Sleep-out/Slept out (SO): A guest is registered to the room, but the bed has not been used.
On-Queue: Guest has arrived at the hotel, but the room assigned is not yet ready. In such cases,
the room is put on Queue status in-order for the housekeeping staff to priorities such rooms first.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT

[Link]

Skipper: The guest has left the hotel without making arrangements to settle his or her account.
Vacant and ready(VR): The room has been cleaned and inspected and is ready for an arriving
guest.
Out of Order (OOO): Rooms kept under out of order are not sellable and these rooms are
deducted from the hotel's inventory. A room may be out-of-order for a variety of reasons, including
the need for maintenance, refurbishing and extensive cleaning etc.
Out of Service (OOS): Rooms kept under out of service are not deducted from the hotel
inventory. This is a temporary blocking and reasons may be bulb fuse, TV remote not working,
Kettle not working etc. These rooms are not assigned to the guest once these small maintenance
issues are fixed.
LO - Lockout: The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official.
DNCO - Did not check out: The guest made arrangements to settle his or her bills (and thus not
a skipper), but has left without informing the front desk.
DO - Due Out: The room is expected to become vacant after the following guest checks out.
CO - Check-Out: The guest has settled his or her account, returned the room keys and left the
hotel.
LC - Late Check out: The guest has requested and is being allowed to check out later than the
normal/standard departure time of the hotel.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT

[Link]

EC - Early Check-in: Guest has requested for an Early Check-in and is being allowed to check-
in earlier than the normal/standard check-in time of the hotel.
VC - Vacant and Clean - Room is Vacant and Cleaned by the housekeeper.
VD - Vacant and Dirty - Room is Vacant and Dirty.
VR - Vacant and Ready - Room is Vacant and Ready for Check-in
OR - Occupied and Ready
OC - Occupied and Clean - Room is Occupied and Cleaned by the Housekeeping.
OD - Occupied and Dirty - Room is Occupied and yet to be cleaned by the housekeeping.
V/C or O/V - Status Unclear - (Either the room is Vacant and Clean or Occupied or Vacant)
need to be verified by the Housekeeping staff.
VCI - Vacant, Cleaned and Inspected - Room is Vacant, Cleaned and Inspected by the
Housekeeping Supervisor.
H/L - Heavy Luggage - Guest has Heavy or more luggage than usual.
L/L - Light Luggage - Guest has light or very less luggage.
N/L - No Luggage - Guest has no luggage also known as Scanty Baggage.
DL - Double Lock - Guest has put a double lock in the room.
CL - Chain Lock - Guest has placed a Chain Lock in the room.
HU - House Use - Room is used by the hotel staff or someone staying from the management
team.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
NCI - Newly Checked In - Room was checked in within the last one to two hours.
NS - No Show - A guest who made a room reservation but did not register or Check-in.
SO - Sleep Out
SR - Service Refused - Guest refused to clean the room.
V - Vacant
MUR - Make-Up Room

Billing Arrangements for Groups

1. Sign All Charges (SAC)- in this billing arrangement, each member of the group is allowed to
sign all their charges and this shall be billed to their sponsor or event/ tour organizer. To “sign”
charges to a room or a group is to be extended credit.
2. Sign Room and Tax (SRT) – the sponsor or organizer shall pay only the room and taxes for
the attendees. All incidentals like laundry, telephone and meals shall be to the account of
attendees.
3. Each Pays Own - (EPO) -the arrangement stipulates that the attendees will pay for their own
charges. If this arrangement is applied, the attendees are not given their room key until they settle
their room charges.

Check Out Time

Most hotels have a check out time of 12:00 noon. Extension is usually subject to extra
charges unless such charge is waived by management especially for late check in. However,
request for extension may not be granted during full house or when the occupied room is already
reserved and sold out to arriving guests or needed for early check in.
If extension is granted and the hotel is not full: Guest may stay free of charge till 6 PM only
Beyond 6 PM half or full rate applies (discretionary to management).
Other arrangements maybe made upon approval of the Duty Manager.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
CHECK-OUT ASSISTANCE

To expedite check out of guests, the attending Desk clerk can refer to the departure list so
that he could take the necessary action in advance such as:

 Updating of guest folio with latest billings and vouchers,

 Making follow up of vouchers or bills that have not been forwarded by the restaurant,
Housekeeping and Room service;
 Checking unreturned borrowed items (a borrower’s receipt must be in the file of the guest),
 Instructing the Housekeeping office to have the room check for damages, lost items that
may have been brought by the guest

The clerk must not wait for last minute to make such follow up otherwise check out procedures
will take a long time to the irritation of the guest.

Procedures for Guest Check Out

Upon receiving advise of guest check out, the attending clerk shall:

1. Advise the bell station to render check out assistance to departing guest
2. Coordinate with Housekeeping for last minute mini bar consumption, unpaid laundry and other
bills, unreturned items borrowed from Housekeeping section and items that may have been
damaged or taken out in the guest room
3. Check for any last-minute message, mail, or additional charges not yet posted (such as
restaurant, bar, and long distance phone calls
4. Check guest’s folder of any unreturned borrowed items indicated in the borrower’s receipt and
remind guest to return them. Lost items will be included in the bill.
5. Endorse the guest to the cashier for settlement of bills and for the issuance of check out slip /
clearance.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
6. Ask the guest leaves the desk area, thank him for staying in the hotel and invite him / her to
come back. Wish him a safe and pleasant journey Thank you very much Mr. Jones for choosing
our hotel for your visit. We hope to see you again. Have a pleasant and safe journey
7. Take out the room registration form and place notations " check out”.
8. Record check out in the departure record, if used.
9. File check out registration cards alphabetically in the Checkout Registration Card Box.

END

Module 4, Activity 1
Instructions: Identify the following codes
1. OCC
2. DND
3. OOS
4. LO
5. VC
6. VD
7. VR
8. MUR
9. HU
10. SO

Module 4, Activity 2. 10 points

1. What is the meaning of pre arrival?
2. What do you understand by room status reconciliation and what is its importance?

Module 4, Activity 3. Critical Thinking question: 10 points

Explain what the front desk agent should do if a guest wishes to check in early at 6:30 in the
morning when the hotel’s check in time is 2 in the afternoon.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT

GRADING RUBRIC FOR WRITTEN ASSIGNMENTS

LEVELS OF ASSESSMENT
BELOW MEETS EXCEEDS EXEMPLARY – SCORE
STANDARD – 2 STANDARD – 3 STANDARD – 4 5 PTS.
PTS. PTS. PTS.
ORGANIZATION Writing lacks Writing is Writing is coherent Writing shows
logical coherent and and logically high degree of
organization. It logically organized with attention to logic
shows some organized. Some transitions used and reasoning
coherence but points remain between ideas and of points. Unity
ideas lack unity. misplaced and paragraphs to clearly leads the
Serious errors. stray from the create coherence. reader to the
topic. Transitions Overall unity of conclusion and
evident but not ideas is present. stirs thought
used throughout regarding the
essay. topic.
LEVEL OF Shows some Content indicates Content indicates Content
CONTENT thinking and thinking and original thinking indicates
reasoning but reasoning and develops synthesis of
most ideas are applied with ideas with ideas, in-depth
underdeveloped original thought sufficient and firm analysis and
and unoriginal. on a few ideas. evidence. evidences
original thought
and support for
the topic.

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
DEVELOPMENT Main points lack Main points are Main points well Main points well
detailed present with developed with developed with
development. limited detail and quality supporting high quality and
Ideas are vague development. details and quantity support.
with little evidence Some critical quantity. Critical Reveals high
of critical thinking. thinking is thinking is weaved degree of critical
present. into points thinking.
GRAMMAR Spelling, Most spelling, Essay has few Essay is free of
AND punctuation, and punctuation, and spelling, distracting
MECHANICS grammatical grammar correct punctuation, and spelling,
errors create allowing reader grammatical errors punctuation, and
distraction, to progress allowing reader to grammatical
making reading though essay. follow ideas errors; absent of
difficult; Some errors clearly. Very few fragments,
fragments, remain. fragments or run- comma splices,
comma splices, ons. and run-ons.
run-ons evident.
Errors are
frequent.
STYLE Mostly in Approaches Attains college Shows
elementary form college level level style; tone is outstanding
with little or no usage of some appropriate and style going
variety in variety in rhetorical devices beyond usual
sentence sentence used to enhance college level;
structure, diction, patterns, diction, content; sentence rhetorical
rhetorical devices and rhetorical variety used devices and
or emphasis devices. effectively. tone used
effectively;
creative use of

L. MAKILING, 2023-2024
 COLLEGE OF COMMERCE
DEPARTMENT OF HOSPITALITY MANAGEMENT
sentence
structure and
coordination
FORMAT Fails to follow Meets format and Meets format and Meets all formal
format and assignment assignment and assignment
assignment requirements; requirements; requirements
requirements; generally correct margins, spacing, and evidences TOTAL:
incorrect margins, margins, spacing, and indentations attention to
spacing and and indentations; are correct; essay detail; all
indentation; essay is neat but is neat and margins,
neatness of essay may have some correctly spacing and
needs attention. assembly errors. assembled. indentations are
correct; essay is
neat and
correctly
assembled with
professional
look.

L. MAKILING, 2023-2024