Preregistration in a Hotel Front Office

Preregistration in a Hotel Front Office. In this thread I have provided the notes on the Preregistration process of a Hotel's Front Office.
Notes by: Manish Sharma, Lecturer at Amity School of Hospitality (Amity University, Noida). Further explained by myself. 


Preregistration process is done for:

i) Regular guests who come to the hotel
ii) VIP Guest
iii) Handicapped guests
iv) Special Attention Guest
v) Group or Crews




Purpose of Preregistration:

i) It helps in more effective registration
ii) Speedy check-in, less time is consumed during the registration process when most of the things are already done.
iii) Time Saving is very crucial because if it takes time then other guests who may be in the waiting line will have to wait more than required.
iv) More time for Front Office Assistance to give personal touch in service at the time of arrival.

Receiving Guest

i) Receive starts with doorman who opens the door, the guest is wished and welcomed.
ii) Process continues with bell boy
iii) Front Office Assistance (FOA), Duty Manager (DM) and Front Office Manager (FOM) and other staff who comes in guest contact extend welcome to the guest by their gestures, body movements, eye contact and appreciate phrases.

Remember the world PLEASE when you come in contact with the guest.
P - Posture (Have a good and proper body posture)
L - Look & Listen (Have eye contact with the guest while interacting and listen. Keep your ears & eyes open to other happenings as well)
E - Expression (Have proper positive face expressions while interacting)
A - Appearance (Be well groomed)
S - Speech (way of speaking, you should have proper communication skills and be able to express your thoughts in the most comfortable and easier manner so that the guest can understand it.
E - Eagerness to help (always be ready to help and answer the guests no matter what the question they ask, if you don't have a proper answer or way to help consult other staffs but make sure their problem is solved)

Tips For Making Positive Impression To The Guest

 i) First 30 seconds at the transaction counts.
ii) Be sure you are well groomed always.
iii) Do not smoke or eat in front of guest.
iv) Greet the guest courteously.
v) Keep the work space tidy.
vi) Carry yourself with pride.
vii) Smile but naturally and sincerely.


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