Chapter 7 - Guest Registration

Guest Registration
It takes months to find a

customer…seconds to lose one
- Vince Lombardi
Contents
• Importance of the first guest contact
• Room allocation
• The registration process
• Registration with a PMS
Front Office Management ©2021 Johnny Nguyen. All Rights Reserved. For internal use only. Confidential & Proprietary – May not be reproduced or distributed without written permission of author (lamthien2210@gmail.com) 2
Slide decoration process
After studying the chapter, students can be able to:
• Understand the importance of first impression with
guests
• Be able to implement the registration process for
guests
• Understand the type of guarantee when guests
register room
Importance of the
first guest contact
Importance of the first guest contact
• Start a relationship
• Build up the trust
• Reduce the complaint
• Be easy handle to customer complaint
• Create WOW moment (Call by name at the first
time)
• Make guest be happy
• Make guest feel at home
• Show your hospitality & culture
Room allocation
Importance of master in room allocation
• Allocate rooms effectively help to reduce the cost
for electricity
• To increase the efficient in working, FO’s clerk and
HSK’s clerk need to update the information
continuously about the room status, and arrival time
to best allocate for the guest.
• Check arrival time of VIP, group, and pick up
guests.
• Allocate room need to consider the guest’s social
position, their requirement, room types, culture,
nationality and bobbies
The registration
process
The registration process
Return all
Acknowledge the identification Check-in & present
guest documents to the room key
guest
Request for
Booking’s verify/
Passport/ ID Card/
Pre-authorization
Driving License
Reconfirm Make bill for extra

reservation details services (If any)
Step 1: Acknowledge
the guest
• Greet the guest with a friendly smile. Offer
assistance.
• If the receptionist is busy but then acknowledges
another guest’s presence, please politely state.
• Apply the rule of greeting 10/10 and 10/5
(Ismail,2002)
Step 1: Acknowledge
the guest
10/3 rule of Greeting:
• Effort to make the first impression within 10
minutes.
• Greet a customer approximately 3 meters
5/3 or 7/3 rules of Greeting:
• Receptionist notice the guest by eye or smile within
5 meters (7 footsteps)
• Receptionist should get a verbal greeting within 3
meters (3 footsteps)
Step 2: Request for Passport/ ID Card/ Driving License
• Common ways used in searching for arrivals are through the Name, Source of
booking, or Confirmation number.
• Scan guest’s passport/ ID Card/ Driving License (May be different with other
properties)
• Print down registration card
Step 2: Request for Passport/ ID Card/ Driving License
• Actively create a small talk while completing the check-in process to avoid awkward
silence.
• Ask the guest open questions to provide helpful information.
Questions
What documents do Vietnamese hotel need to check in
online?
The registration process
Case study
Mr. Minh checked at front desk with his friends (Ms. Vy). Receptionist follow the procedure and
asked the passport or ID for check in. Mr. Minh showed his passport as usually. However, when
receptionist required Ms. Vy showed her a special card of Vietnam Airline.
She explained that the duty card allow her to flight domestically, and she do not bring her ID with,
and she hope the receptionist should accept her card because it allow to flight within Vietnam, and
hotel and airlines also belong to tourism industry.
Actually, as experience receptionist, you recognize the real card.
What is your solution?
What will you say with Ms. Vy?
Case study
A guest name Mr. X is checking at Elite hotel. As the check in
procedure, Mr. X presents his Party Membership card.
However, when you asked him for his ID, he explained that
the card allowed him to join all domestic flight, and work with
some state management agencies.
In addition, you also recognized that he is well-know
Vietnamese National Assembly member.
What will you say with Mr.X?
Circular 01/2016/TT-
BGTVT
Updated 09/2021
Circular 33/2010/TT-
BCA
Updated 09/2021
Other Decree &
Decision
Updated 09/2021
Question
Questions
• Can documents be scanned legally in Vietnam?

• What is the important of personal data?
The important of personal data
Guest Data Protection: Handling of Passport and
Government Issued Documents (OPS-FRO-287F)
Case study
On 10/01/2021 ,Mr. Mike is checking in at Elite Saigon

Hotel. He give receptionist his passport as requests.
Unfortunately, receptionist can not find his name on the
passport (Michael Kott) on the system.
What will you say with Mr. Mike?
Case study
On 10/01/2021, Mr. Wang Bo is checking in at Elite Saigon

Hotel. He give receptionist his passport as requests.
However, receptionist find the name Wang Bo check in on
11/01/2021 instead of 10/01/2021.
What will you say with Mr. Wang?
The important of guest
registration card Guest Name: LITTLEY, STEVEN JOHN
GUEST REGISTRATION CARD
Room Rate:
Reservation Number: 00063174
Room Number: 711
Date of Birth: 02/03/1960 Arr. Date: 14/02/2020 Dep. Date: 20/02/2020
Nationality: Australia Arr. Time: 22:33 Dep. Time: 12:00
Passport/I.C Number: Special Requests:
• To formalize the relationship between the guest and

PB251721
Visa Expiry Date:
the establishment. Company Name: EXPEDIA
Billing Instructions: RCTA, NO REFUND
• Example: Guest refuse to pay the room charge, Company Telephone No.:
Residence Address: Billing Methods: Visa Card
locating individual, system shutdown Cash:
Credit Card: X
• The room rate can be disclosed for guest who Email Address:
Others:
charges by POA; otherwise, it is not recommended Notice to Our Guest:

While the Hotel is not responsible to any loss in your room, we recommend the use of the in-room safe deposit box for
the protection of your valuables.
to disclose the rate when checking-in. To HOTEL GRAND SAIGON:

I agree that my liability for this Bill is not waived and I hereby authorize your Hotel to debit any unpaid charges from my
credit card.
Check in Agent: Signature of Guest:
Nguyễn Thiên Trường
Other Comments: ………………………………………………………………………………………………....………
________________________________________
HOTEL GRAND SAIGON - 0300625210-062
Address: 8 Dong Khoi Street, District 1, Ho Chi Minh City, Vietnam
Telephone: (84-28) 3915 5555 | Fax: (84-28) 3827 3047 | Email: info@hotelgrandsaigon.com | Website:
www.hotelgrandsaigon.com
Step 3: Reconfirm reservation details
• Reconfirm and record all of the information (such
as guest’s full name, length of stay, room type,
method of payment, special request…) on
registration card.
• Ask for guest’s signature and contact direction
(such as email address, or mobile phone).
Step 4: Make bill for
extra services (If any)
• Confirm guest’s extra services by filling in the bill

& ask for guest’s signature.
Step 5: Booking’s verify/ Pre-authorization
• Request for taking guest’s credit card and inform that he or she would pay for pre-
authorization with a specific amount which is placed on hold.
• Remember to record or imprint credit card information and update on hotel system. (May
be different by properties)
• In case the guest would like to make deposit by cash. Remember to give a receipt for the
deposit.
Deposit formular
Deposit amount = Room charge + Incidental charge + Expected charge
The amount be The service that you

verify for minibar, know that the guest
restaurant service may use during stay
Payment method
• Cash
• Voucher
• Cheque
• Barter: exchange (goods or services) for other
goods or services without using money.
• City Ledger: the transactions be paid later by bank
transfer from contracted accounts.
• Credit card vs Debit Card
Voucher & Cheque
Credit card vs Debit card
Credit card Debit card
Paying with the credit is like borrowing money Paying with the debit is like spending cash
You can spend the amount that is in your

You can spent up to your credit limit
account
You could pay interest You wont pay interest
EFTPOS Electronic funds transfer at point of sale
• A point of sale terminal (POS terminal) is an electronic

device used to process card payments at retail locations.
• Sales slip is a piece of paper from POS terminal that
you are given when you buy or use the service, which
shows when you bought and how much you paid.
Payment network operators
Visa, Master, Amex,…who are they?
• They are payment network operators
internationally.
• They operate global systems that assume
responsibility for routing card payment
authorization and settlement requests from
merchant acquirers.
• They manage the payment networks on which their
cards work, but they don’t actually approve or issue
cards to consumers.
Example
Pre-authorize = Verify = Block = Deposit
Transaction status
• Sale (or Purchase) - Direct charged from the customer’s credit card.
• Verify (or Pre-Authorization) - Places a hold (or block) on your customer’s credit card
for a specified dollar amount based on a projected sale amount. This guarantees you access
to their credit limit for the specified amount.
• Offline (or Authorization) - the merchant, using the original Approval Code from the pre-
authorization, is now processing the transaction for the actual amount of the sale.
• Void - Refund (the sale or offline) before settlement or unhold (or unblock) the amount of
money in verify.
• Settlement - Make a sales or offline transaction become official.
Transaction status (Cont.)
Basically,
• Verify – Holding X amount for deposit
• Offline – Officially take the X amount verified
• Offline can be more 15% of X verified amount
Scenario 1: POA
Method of payment is Personal Own Account (POA)

• In case the guest would like to pay by cash, request
for full payment including the room charge,
incidental charge, and expected charge.
Scenario 2: RCTC/RCTA/POE
Method of payment is RCTC or RCTA or POE
• In case method of payment is ROOM CTC or
ROOM CTA, which means the hotel has received
credit card/ bank transfer, or authorization form to
cover guest’s room charge. Hence, there’s no need
in taking any room charge deposit from the guest.
Scenario 3: ACTC/ACTA
Method of payment is ACTC or ACTA
• In case method of payment is ALL CTC or ALL CTA, which means the hotel has received
credit card/ bank transfer, or authorization form to cover guest’s all charges. Hence, the
guest doesn't need to pay any additional costs during their stay.
Activities
Guest stay 3 nights and the room rate per night is 120 USD
++, guest also use the pick up service which is 45 USD net.
Guest also request for late check out which is half room
rate. How much does deposition cost?
Activities
Company booked 3 nights and the room rate per night is

120 USD ++, company also use the pick up service which
is 45 USD net, and early check in which is 70 USD nett for
guests. The company will cover all the fee. How much does
deposition cost?
Step 6: Return all documents, cards to the guest
Make sure that guest’s passport, credit card, deposit receipt,
sales slip… are all returned back.
Step 7: Check-in & present room key
Check the room status again to avoid the case of double
check-in.
Present the key with floor number. (The room number
should not be stated loud due to confidential issues)
Mention basic information of the hotel and point of sales
such as wifi password, breakfast area, and point of sales
like spa, bar or swimming pool…
The importance of
room key
Offer other services
• Arrange a newspaper to be delivered to their room
in the morning
• Explain and introduce outlet’s working time,
functions, and promotion
• Offer a local map or tourist guide
• Mention the fully equipped gym and pool
• Explain safety deposit box facility or in room safe
for their valuables
• Mention sites of particular interest nearby
Ask the guest for escort to the room
• Introduce to the guest the person will escort them to the room.
• Coordinate with the concierge to have the luggage’s delivered to the guest room. (if
needed)
Update guest’s folio
• Update the guest folio by inputting on PMS contact number and email on registration card/
hotel system.
• Finish all paperwork and complete relevant documents of the guest’s folio.
Question
How do you handle if the guest credit card’s is insufficient

fund's status?
Currency exchange
Ngân Hàng TMCP Ngoại Thương Việt Nam
Chi nhánh Thành phố Hồ Chí Minh
Đại lý đổi ngoại tệ: Khách sạn Đồng Khởi Grand Hotel
Địa chỉ: Số 8 Đồng Khởi, Phường Bến Nghé,Quận 1, Tp Hồ Chí Minh Together for the future
Name: SAUNDERS, ANNE SERENA Date: 17/02/2020

(Họ và Tên) (Ngày)
Nationality: Great Britain Receipt No: 00021078
(Quốc tịch) (Số Seri)
Passport No/ID No: 557499831
(Số Hộ Chiếu/ Số CMND)
APPLICIATION FOR FOREIGN EXCHANGE

PHIẾU ĐỔI NGOẠI TỆ
Amount received Exchange Rate Amount Paid in VND
(Số tiền đổi) (Tỷ giá) (Số tiền trả)
5 USD 23,115.00 115,575 VND
40 USD 23,115.00 924,600 VND
40 USD 23,115.00 924,600 VND
4 USD 23,015.00 92,060 VND
Total: 2,056,835 VND
Cashier's Signature Customer's Signature

(Chữ ký thủ quỹ) (Chữ ký khách hàng)
Case study
Question
• For deposit by cash, which currencies do we

accept?
• What do we do if the guest’s credit card not work,
and the guest deposit by the unlisted currency?
Case study
It was 10:00 PM on a Saturday night when Sarah arrived at
the hotel. She just landed by Asiana Airlines and she was
really tired. She did not realize that she had lost everything
in her bag except for the passport on her hand until she was
asked to make a deposit for the stay.
She would stayed at the hotel for only 1 night and the day
after she had a early flight to Hoi An for Spa treatment.
Obviously, she could not prove her credit card for the pre-
payment through Booking.com.
If you were the receptionist, what would you do?
Case study
Registration with a
PMS
Check in on PMS & ePMS:
• Check in
• Room allocation
• Trace Alert Comment
• View guest profile
• Credit card record & pre-payment
• Room move
• Fixed charged
• Roting
• Wake up
Conclusion
• Analyze the methods of hotel room rate valuation?
• Draw up the registration process for each type of guest
• Discuss the pros and cons of guest self-registration?
• Analyze the applications of PMS in supporting room registration staff?
Thank you

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Guest Registration

It takes months to find a

Reconfirm Make bill for extra

• Can documents be scanned legally in Vietnam?

On 10/01/2021 ,Mr. Mike is checking in at Elite Saigon

On 10/01/2021, Mr. Wang Bo is checking in at Elite Saigon

Date of Birth: 02/03/1960 Arr. Date: 14/02/2020 Dep. Date: 20/02/2020

Nationality: Australia Arr. Time: 22:33 Dep. Time: 12:00

Passport/I.C Number: Special Requests:

• To formalize the relationship between the guest and

Visa Expiry Date:

the establishment. Company Name: EXPEDIA

Billing Instructions: RCTA, NO REFUND

Residence Address: Billing Methods: Visa Card

locating individual, system shutdown Cash:

charges by POA; otherwise, it is not recommended Notice to Our Guest:

to disclose the rate when checking-in. To HOTEL GRAND SAIGON:

Check in Agent: Signature of Guest:

Nguyễn Thiên Trường

Other Comments: ………………………………………………………………………………………………....………

• Confirm guest’s extra services by filling in the bill

The amount be The service that you

Credit card Debit card

You can spend the amount that is in your

You could pay interest You wont pay interest

• A point of sale terminal (POS terminal) is an electronic

Method of payment is Personal Own Account (POA)

Company booked 3 nights and the room rate per night is

How do you handle if the guest credit card’s is insufficient

Name: SAUNDERS, ANNE SERENA Date: 17/02/2020

APPLICIATION FOR FOREIGN EXCHANGE

40 USD 23,115.00 924,600 VND

40 USD 23,115.00 924,600 VND

4 USD 23,015.00 92,060 VND

Total: 2,056,835 VND

Cashier's Signature Customer's Signature

• For deposit by cash, which currencies do we

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