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Module 1

Filling of Guest Registration Card

Guest Registration, as the word itself is saying, To register the guest, To record the details of guest at the time of check in. This record is done on Guest Registration Card.

Taking registration of a guest at the time of check in is mandatory for both the guest as well as hotel. During registration, the guest is required to enter important information on the Guest Registration Card such as guest name, contact number, address, Date of arrival, Time of arrival, Date of departure, Time of departure, purpose of stay at the hotel, and passport and visa details in case of foreign guest. It is the duty of the front office staff not to disclose the guest details to anyone.

Pre-registration Procedure

The GRC is printed one day prior to guest arrival, and then the partially filled GRC is arranged in pigeon holes in alphabetical order. Once a guest arrives, the respective slot has to be looked for to find the guest GRC form.

At the time of Guest Arrival

As the guest name is already filled on partial GRC form, and the GRC?s are arranged in alphabetical order, the only task of the person taking a check-in is to, ask for the guest name. For ex. If the guest name is Mr. John Smith. The GRA has to go to pigeon hole "J" and ask for a genuine ID proof.

Verifying Guest's Identity

Since terror attacks on 9/11, the hotels are mandatorily verifying guests' identities. The staff verifies guest's identity first by politely asking the guest's name. The staff member then requests to show a photo ID such as driving license or a valid identity card from a well-known organization where the guest is working. If the guests are from a foreign country, the staff requests them to show passport. The staff member is authorized to ask any verifying questions politely.

The true copies of the passport or ID card are made to verify the guest's identity and to prepare guest record.

Creating Registration Record

The front desk staff hands over the GRC to the guest to fill up the information. In case of VIPs, the staff enters the following details on the card

1. Guest Name- Last name, Middle name and First name.

2. Designation- The position of the Guest in his company.

3. The guest Organization's name, address, his/her date of birth, Occupation. Marriage anniversary date- These details are taken for records, for future purpose.

4. Arrived from and proceeding to, proposed duration of stay in India - is for which city the guest has come and where will she/he is proceeding next. As the hotels has to keep a complete record of foreigners coming to India.

5. Arrival date and Time and Departure date and time is very important as hotels are working on Check-in Check-out basis.

6. Mode of Payment clarifies by what mode guest is making a payment.

7. Terms and Conditions varies from hotel to hotel. Few Examples of terms and conditions can be

a. Check-in/ check-out time: 12 Noon.

b. All valuables and cash should be deposited with the cashier.

c. We don not accept personal cheques.

8. Nationality, Passport details are noted, after verifying form passport.

9. Room rate , Room Type, No of people.

And then the guest's signature is received on the GRC.

Establishing Payment Method

Guests can pay in advance or at the time of checking-out. Those who have paid in advance are put under Paid-In-Advance (PIA) list. There are various modes of payment out of which a mode that guest prefers is recorded at the time of registration. Following payment methods are available −

Cash Payment (which also include money order, travelers cheque).
Credit Card/Debit Card Payment (which are accepted only if the cards have not expired).
Cheque Payment (where post-dated cheques are not accepted).
Direct Billing.
Special Payment such as gift card and voucher.
The guests need to select one of the options of payment at the time of registration.

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