PRE - REGISTRATION

OBJECTIVE:

To ensure all pre- arrangements for arriving guests are prepared in advance to avoid unnecessary delays and to guarantee a smooth check in process

To ensure that the first impression of the hotel is a welcoming, warm and professionalone and to set a positive beginning for the guests

PROCEDURE:

To get this job done properly, the Guest Service Agent has to finish the following tasks:

Receive the Reservation Confirmations from Reservation Department for the next arrival day

Go through the bookings carefully and compare with the information in the PMS system about length of stay, room rate…

Check the room occupancy and availability for the next 7 days

Assign appropriate rooms, special attention and priority to the VIPs, returning guests, or special request bookings, and give notes to Housekeeping Department.

High/low floor

Smoking/Non-smoking room

Double/Twin

Adjacent (Next Door)/Connecting rooms

Extra bed/Baby cot

Honeymoon, anniversary

Upgrade

Early check-in/ Late check-out …

Print the Registration Cards

Prepare the Envelopes with Guest name and room number

Print the Welcome Letters, make general one for the normal guests and special one with names for the VIPs/returning guests, send to General Manager for signature

Program the room key cards according to the number of guests and the period of stay

Put all the Welcome Letter, key cards (in the key card holder) and Guest Comment card into the right envelope

Attach the envelope, Registration Card with the Booking, the envelope is on top to show the guest name and room number in a file

Attach the faxes, messages, emails to the Registration card, if have

Call to check/confirm the arrival time and pick-up (if have) and inform to the Concierge and inform Housekeeping if any early check-in

Sort the arrival files by alphabet or room number.

Keep the arrival files in separate cabinet for the following day check-in

By getting the above tasks mentioned, it will not be trouble for check-in the day after.