KADUNA POLYTECHNIC

COLLEGE OF SCIENCE AND TECHNOLOGY

DEPARTMENT OF HOSPITALITY MANAGEMENT

FRONT OFFICE OPERATION

(HML 110)

ASSIGNMENT ON
1. Explain and show the samples of record of guest registration in a
hotel
2. Explain the necessary steps in checking In a guest
3. Discuss the importance of Discretion in dealing with guest, also
the importance of respecting guest privacy
4. Explain the type & the use of guest register, visitors records
index, arrival and departure list, change of room form and room
record form.

BY:
Ubaida Onono Abdulkareem
Reg No.: CST/22/ND/0222

Submitted to:
Mrs. Mary Nanduk
January, 2024
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 Question One.

Explain and show the samples of record of guest registration in a hotel

Samples
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i. Company details: Generally refer to comprehensive information
about a business or company. This information may typically include
(i) Company Name. (ii) Business Address. (iii) Contact Information;
such as phone numbers, email addresses, e.t.c.

Having comprehensive company details is essential for various purposes,

including business transactions, partnerships, regulatory compliance, and
communication with customers and stakeholders. It provides a clear
picture of the business, its structure, and its operations.

ii. Guest information: typically includes details about individuals or

groups staying at a hotel. This information is essential for providing
personalized services and ensuring a comfortable and secure stay.
Here are key components of hotel guest information:

 Full Name

 Contact Information (phone number, email address)

 Address

 Nationality e.t.c

Collecting and managing this information allows hotels to provide a

personalized experience, anticipate guest needs, and ensure a smooth
check-in and check-out process. It also aids in maintaining security,
tracking preferences, and building a positive relationship with guests.
Hotels must handle guest information with discretion and in compliance
with privacy regulations to ensure the safety and privacy of their guests.

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 iii. Types of room: Refers to the various categories or classifications of
accommodations that a hotel offers to guests. These categories are
differentiated based on factors such as room size, amenities, views,
and pricing. Here are common types of hotel rooms:

i. Standard Room:

 Basic room with essential amenities.

 Often the most economical option.

ii. Deluxe Room:

 Larger and more well-appointed than standard rooms.

 May include additional amenities for comfort.

iii. Suite:

 Larger, multi-room accommodations.

 Typically includes a separate living area and bedroom.

iv. Executive or Business Suite:

 Designed for business travelers.

 Offers a work area and additional business-related amenities.

v. Family Room:

 Larger room or suite designed to accommodate families.

 May include additional bedding or a separate sleeping area.

vi. Connecting or Adjoining Rooms:

 Two or more rooms with a connecting door.

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  Suitable for families or groups traveling together.

vii. View Room:

 Offers a specific view, such as city, ocean, or garden views.

 Generally priced higher due to the scenic location.

viii. Presidential Suite:

 High-end suite with luxurious amenities.

 Often chosen by VIPs or those seeking an indulgent experience.

These room types cater to diverse guest preferences and needs, allowing
hotels to offer a range of choices to accommodate various travelers.
Guests can select the type of room that aligns with their preferences and
budget for a more tailored and enjoyable stay.

iv. Reservation details: Refer to the specific information associated with

a guest's booking at a hotel. These details are crucial for both the guest
and the hotel staff to ensure a smooth check-in and a comfortable stay.
Here are key elements typically included in hotel reservation details:
Room Type and Preferences

Having accurate and well-documented reservation details allows hotel

staff to provide personalized service, allocate rooms efficiently, and meet
specific guest preferences. It also helps in managing room inventory,
billing, and other logistical aspects of guest accommodations.

v. Payment details: refer to the information associated with the

financial aspect of a guest's stay. These details are important for

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 processing payments, ensuring a secure transaction, and managing the
financial aspects of the guest's reservation. Here are key elements
typically included in hotel guest payment details: Payment Method.

It's crucial for hotels to handle guest payment details with the utmost
security and compliance with privacy regulations. Secure payment
processing not only ensures a smooth check-out experience for guests but
also helps maintain the trust and satisfaction of customers. Additionally,
providing transparent and accurate payment details contributes to positive
guest relations and avoids disputes.\

Question Two:

Explain the necessary steps in checking In a guest

The process of checking in a guest at a hotel typically involves the

following steps:

1. Greeting and Identification:

 Warmly welcome the guest.

 Request identification (ID, passport) for verification.

2. Reservation Verification:

 Confirm the guest's reservation details.

 Check the booking system for any special requests or preferences.

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3. Guest Information Collection:

 Gather necessary information, including full name, contact

details, and address.

 Record any additional details, such as the purpose of the visit.

4. Payment Processing:

 Handle payment procedures, ensuring the guest is aware of any

incidental charges.

 Collect payment or secure a valid credit card for the stay.

5. Issuing Room Key/Access Card:

 Provide the guest with a room key or access card.

 Explain any security measures or procedures.

6. Informing about Hotel Services:

 Briefly explain hotel amenities and services available to the guest.

 Provide information on check-out times, dining options, and any

scheduled events.

7. Emergency Procedures:

 Inform the guest about emergency procedures and evacuation

routes.

 Provide contact information for the front desk.

8. Assistance and Courtesy:

 Offer assistance with luggage or any other needs.

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  Emphasize a willingness to address any concerns or requests
during their stay.

9. Thanking and Wishing Enjoyable Stay:

 Express gratitude for choosing the hotel.

 Wish the guest an enjoyable and comfortable stay.

10.Documentation:

 Document the check-in details in the hotel's records.

These steps contribute to a smooth and welcoming check-in

experience for guests, fostering a positive impression of the hotel.

Question Three:

Discuss the importance of Discretion in dealing with guest, also the

importance of respecting guest privacy

Discretion in dealing with guests is crucial in the hospitality industry for

several reasons:

1. Privacy Protection: Guests expect a high level of privacy during their

stay. Discretion ensures that personal information, requests, and behaviors
are kept confidential, fostering trust between the guest and the hotel.

2. Enhanced Customer Experience: A discreet approach contributes to a

positive customer experience. Guests feel more comfortable when their
needs and preferences are addressed discreetly, without drawing
unnecessary attention.
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3. Professionalism: Demonstrating discretion is a hallmark of
professionalism in the hospitality sector. Staff who handle situations
discreetly convey a sense of competence and respect for the guest's
dignity.

4. Security and Safety: Discretion is integral to maintaining the security

and safety of guests. For example, handling security issues discreetly
prevents unnecessary panic and ensures a swift resolution without causing
disturbance.

5. VIP and Celebrity Guests: Many hotels host VIPs or celebrities who
value their privacy. Maintaining discretion is essential when
accommodating such guests to uphold the hotel's reputation and avoid any
unwanted attention.

6. Handling Complaints: When addressing guest complaints or issues,

discretion is key. Resolving problems quietly and efficiently prevents
unnecessary embarrassment for the guest and maintains the hotel's
positive image.

7. Cultural Sensitivity: Different cultures may have varying expectations

regarding privacy. A discreet approach allows hotel staff to adapt to
diverse cultural norms and provide a personalized experience that respects
individual preferences.

8. Repeat Business and Reputation: Guests are more likely to return to a

hotel where their privacy is respected. Discretion contributes to positive
word-of-mouth and online reviews, building the hotel's reputation and
encouraging repeat business.

In summary, discretion is an essential aspect of providing exceptional

hospitality. It not only protects the privacy and dignity of guests but also
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 contributes to a professional, secure, and positive environment that
encourages guest satisfaction and loyalty.

Respecting guest privacy is paramount in the hospitality industry for

several crucial reasons:

1. Trust Building: Respecting guest privacy is fundamental to building trust.

Guests entrust hotels with personal information and expect it to be
handled with discretion and care. This trust is essential for positive guest
experiences and long-term relationships.

2. Legal and Ethical Obligations: There are legal and ethical

considerations related to guest privacy. Hotels are often required to adhere
to data protection regulations, and failure to respect guest privacy may
lead to legal consequences. Ethically, it aligns with principles of treating
individuals with dignity and respect.

3. Personal Security: Protecting guest privacy contributes to personal

security. Guests should feel safe and secure in their temporary residence,
knowing that their personal information is handled responsibly, reducing
the risk of identity theft or other security breaches.

In conclusion, respecting guest privacy is not only a legal and ethical

obligation but also a critical component of providing exceptional
hospitality. It establishes a foundation of trust, enhances guest comfort,
and contributes to the overall positive reputation of the hotel.

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 Question Four:

Discuss the importance of Discretion in dealing with guest, also the

importance of respecting guest privacy

Guest Registration form

The Guest Register in a hotel can take various forms, and its use is
fundamental for maintaining organized and accessible information about
the guests. Here are the common types and uses:

1. Physical Logbook:

Type: Traditional paper-based register often found at the front desk.

Use: Records guest information, including names, contact details,

check-in and check-out dates, room numbers, and any special
requests. Provides a quick reference for front desk staff and
management.

2. Electronic System:

Type: Digital software or database used to store guest information.

Use: Offers a more efficient and searchable alternative to physical

logbooks. Allows for quick retrieval of guest details, reservation
history, and preferences. Enhances data security and can integrate
with other hotel management systems.

3. Cloud-Based Register:

Type: Web-based system accessible from various devices.

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 Use: Enables real-time updates and access to guest information from
multiple locations. Enhances collaboration among hotel staff and
facilitates remote management.

The primary use of a Guest Register is to capture and organize

essential guest information. It serves as a quick reference for hotel
staff, helping them provide personalized service, manage room
assignments, and track the overall occupancy status of the hotel.
Additionally, the register contributes to effective communication
among different hotel departments, ensuring a seamless and
enjoyable experience for guests throughout their stay.

Visitor Record Index

The term "Visitor Record Index" is not a standardized term in the

hospitality industry, but it seems to refer to a system or document that
tracks visitors to a hotel who are not staying overnight. Let's break down
the possible types and uses based on the interpretation:

1. Visitor Record Log:

Type: A logbook or electronic system.

Use: Records details of individuals who visit the hotel for various
reasons, such as meetings, events, or to meet with guests. This log
helps in monitoring and managing access to the premises for security
and safety purposes.

2. Event Visitor Index:

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 Type: An index or database specifically for visitors attending events
at the hotel.

Use: Tracks attendees of conferences, weddings, or other events

hosted at the hotel. It aids in event planning, security, and ensuring a
smooth experience for event guests.

3. Day Pass Record:

Type: A system for recording visitors who may have day passes to
use hotel facilities.

Use: Common in resorts or hotels with amenities like pools or gyms

that are accessible to non-staying guests for a fee. The record helps
manage facility usage and ensures compliance with any applicable
policies.

4. Appointment Visitor Log

Type: A log specifically for individuals with scheduled appointments

at the hotel.

Use: Useful in tracking business appointments or interviews

conducted at the hotel. Helps reception and security staff in
facilitating the smooth entry and exit of scheduled visitors.

The primary purpose of a Visitor Record Index, regardless of its

specific form, is to enhance security, monitor access, and maintain
organized information about individuals who are not registered guests
but have a legitimate reason to be on the hotel premises. It contributes
to the overall safety and efficiency of the hotel's operations.

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 Arrival and Departure Lists

The use of arrival and departure lists is fundamental in the daily

operations of a hotel, contributing to a seamless and well-coordinated
check-in and check-out process for guests.

i. Arrival List:

Type: A document or digital list that details guests scheduled to check

into the hotel on a specific date.

Use: Provides the hotel staff, especially the front desk, with a
comprehensive overview of expected arrivals for the day. It helps in
preparing for check-ins, ensuring rooms are ready, and managing the
influx of guests efficiently.

ii. Departure List:

Type: A document or digital list containing information about guests

scheduled to check out of the hotel on a specific date.

Use: Assists hotel staff in planning for departures, facilitating smooth

check-outs, and ensuring timely room cleaning for incoming guests. It
helps in managing room turnover and maintaining an organized
schedule.

iii. Combined Arrival and Departure Lists:

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 Type: Some hotels use a combined list that includes both arrivals and
departures for a specific date.

Use: Offers a consolidated view of the day's operations, helping staff

plan resources, allocate rooms, and streamline the overall check-in
and check-out process. It provides a snapshot of the hotel's occupancy
status for the day.

Key Points: These lists are crucial tools for front desk and operational
staff to stay organized and provide efficient service.

 They help in managing room turnover, ensuring rooms are prepared

for new guests promptly, and maintaining a smooth flow of arrivals
and departures.

 Arrival and departure lists may be part of the hotel's broader property
management system (PMS) or operated as standalone documents.

Change of Room Form:

The Change of Room Form is a crucial tool in hotel operations for

managing guest requests, maintaining accurate records, and facilitating
effective communication between different departments.

i. Paper Form: A physical document where details of the room change

are filled out manually.

ii. Digital System: An electronic form within the hotel's management

system used to document room changes

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Uses:

i. Recording Room Changes: The form captures information about a

guest's request to change rooms, including the reason for the change.

ii. Communication: Serves as a means of communication between the

front desk, housekeeping, and other relevant departments to ensure a
smooth transition.

iii. Documentation: Creates a formal record of the room change, noting

the original room, the new room assignment, and any specific
instructions or requests from the guest.

Room Record Form:

A Room Record Form is a document or system used to maintain detailed

information about each room in a hotel. Here are the types and uses of a
Room Record Form:

Types:

i. Paper-Based Forms: Traditional forms kept at the front desk or in a

central location. Information is manually updated by hotel staff.

ii. Electronic Systems: Digital platforms or software used for real-time

updates and accessibility. These systems may integrate with other
hotel management software.

Uses:

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i. Room Identification: Records room numbers, types, and any specific
identifiers associated with each room.

ii. Occupancy Status: Indicates whether a room is vacant, occupied,

reserved, or out of service. This helps manage room availability.

iii. Housekeeping Notes: Includes details on room cleanliness, recent

cleaning activities, and any special housekeeping instructions.

iv. Maintenance History: Documents any maintenance or repair work

conducted in the room, helping in proactive maintenance planning.

v. Special Requests: Notes any specific guest preferences or requests

related to the room, such as extra amenities or bedding preferences.

vi. Check-In and Check-Out Information: Tracks the dates and times
of guest arrivals and departures for each room.

vii. Billing Information: Records any incidental charges or specific

billing arrangements associated with the room.

viii.Guest Feedback: Provides space for staff to note any feedback or

issues reported by guests during their stay.

ix. Security Information: Includes details related to room key issuance

and security measures for each room.

x. Status Updates: Allows staff to quickly update the status of the room
as it changes, facilitating coordination among different hotel
departments.

xi. Integration with Booking Systems: In electronic systems, the Room

Record Form may be integrated with reservation and booking

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systems to provide a comprehensive view of room status and
availability.

The Room Record Form serves as a central reference for hotel staff
to manage and coordinate various aspects of room operations. It
contributes to efficient room turnover, personalized guest service,
and overall effective hotel management.

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