Guest cycle – arrival (2)

1. GUEST CYCLE – ARRIVAL

HOTEL MANAGEMENT
GUEST CYCLE – ARRIVAL

2.

PRE
ARRIVAL
POST DEPARTURE
ARRIVAL
GUEST CYCLE
DEPARTURE
ON
PROPERTY

3. FRONT DESK – Design Alternatives

CLASSIC
SATELLITE
SATELLITE
HUB

4. PROPERTY MANAGEMENT SYSTEM

RESERVATIONS
MANAGEMENT
Point of
Sale
ROOMS
MANAGEMENT
Interactive
TV
PMS
Call
Accounting
PMS
Mini Bars
GUEST
ACCOUNT
MANAGEMENT
GENERAL
MANAGEMENT
In-Room
Movie
Credit Card
Settlement
Electronic
Locks

5. FRONT DESK - SIX STEPS OF REGISTRATION

1
Creating the registration record
4
Establishing MOP
2
Assigning the room
5
Issuing the room key
3
Registering passport
6
Fulfilling special requests

6. Check – In Procedure – Full service hotel

CHECK – IN PROCEDURE – Full service hotel
1
• WARM AND SINCERE GREETING
2
• ENQUIRE THE GUEST NAME
3
• SEARCH FOR RESERVATION AND
VERIFY IT WITH THE GUEST
4
• ASSIGN THE ROOM NUMBER
5
• CHECK THE GUEST INTO THE
SYSTEM
6
• SCAN THE GUEST PASSPORT AND
RETURN IT TO THE GUEST
7
• DETERMINE THE MOP
8
• PRINT REGISTRATION CARD AND
PRESENT IT TO THE GUEST

7. Check – In Procedure (continued)

CHECK – IN PROCEDURE (continued)
9
• REQUEST THE GUEST TO SIGN ON
REGISTRATION CARD
10
• ISSUE THE ROOM KEY AND
PRESENT IT TO THE GUEST
11
• EXPLAIN CHECK-OUT POLICIES
12
• ANTICIPATE WITH SPECIAL
REQUESTS
13
• OFFER LUGGAGE ASSISTANCE
AND/OR ESCORT TO THE ROOM
14
• WISH THE GUEST A PLEASANT STAY
15
• UPDATE THE GUEST PROFILE AND
FILE THE REGISTRATION CARD
16
• MAKE A COURTESY CALL

8. ROOM ASSIGNMENT - Room Statuses

HSK
STATUS
FRONT DESK
STATUS
RESERVATION
STATUS
CLEAN
VACANT
ARRIVAL
DIRTY
OCCUPIED
ARRIVED
OUT OF ORDER
STAYOVER
OUT OF SERVICE
DUE OUT
CHECK OUT
DAY USE

9. Room Status Report – Sample

10. RegCard - Sample

11. ROOM RATE STRUCTURE

OPEN RATES
• RACK RATES
• BEST AVAILABLE
• DAY RATES
CONFIDENTIAL
RATES
• CORPORATE
• GROUP
• PACKAGES

12. CHECK IN PROCEDURE - Method of Payment

CREDIT CARD
(get authorization)
CASH
(get prepayment)
DIRECT BILLING
(check routing instructions)
SPECIAL PROGRAMS
(check MOP for extras)

13. Guest Profile

14. EXPRESS CHECK IN

15. EXPRESS CHECK IN – Henn na Hotel

16. EXPRESS CHECK IN – Henn na Hotel

17. MOBILE CHECK IN – Room Preference

18. MOBILE CHECK IN - Digital Key

19. GUEST ARRIVAL - VIP Check In

20. ARRIVAL - Group Check In

21. ARRIVAL – If the guest can not be accommodated

RELOCATION PACKAGE
One night accommodation
Hotel transportation
Long distance call
Local calls
Room upgrade
VIP amenity
VIP status