MODULE• O1

Registration & check-in

process
By Swati Deshani
 INTRODUCTION OF THE
01
TOPIC
POINT TO BE
DISCUSSED 02
STAGES OF THE GUEST
REGISTRATION PROCESS

PRE-REGISTRATION
03 PROCESS AND FORMAT
THE REGISTRATION PROCESS

03 Registration

02 Pre-registration

01 Reservation
INTRODUCTION
• Registration is a formalization of a
valid contract between the guest
and the hotel.
• It is part of the second stage of the
guest cycle.
• To Avoid long queues at the front
desk during the peak hours of guest
arrival to enhance the guest
experience. Registration
Process
Modes ??
 01 Reservation
• The guest makes a reservation for a room in advance, either
online, by phone, by email, or through a travel agent.

• The reservation details are recorded on the hotel software or

PMS, such as guest name, arrival and departure dates,
room type, rate, payment method, special requests, etc.

• Comparison? Reservation VS Registration

 COMPARISON
Compare the guest's experience by
presenting the empty Reg. card after
his earlier reservation.

VS
A pre-filled registration card along
with the room assigned and
readymade key of a room.

(Find out activity)

What if we have a solution to find it easily- ?
Guest History feature
 02 Pre-registration
• Identify your guest: Individual, Group, Crew, VIP, Walk-in, and Scanty Baggage.
• First Question WHY:
• Ans: To enhance the guest check-in experience.
• How :
• Assign room prior as per Time of arrival, room requested, special request&
remarks.
• Amenities: FO dept send the voucher to Housekeeping and F&B service to place
before guest arrival. Examples ????
• Final check by FO staff before releasing the room to check it's ready as per guest
preference.
 02 Pre-registratio
Second Question WHY:

• Ans: Room position calculation.

(Why ?)
• Ans: Calculate the next day's operation by making
• Expected arrival list, departure, overstay, under-
stay, no-shows and OOO.
 Registration
01 Process
POINT TO BE
DISCUSSED Procedure and
02 importance. Of
form ‘C’

03 Types of Indian
Passports
 03 Registration (GRC)
Two sources for gathering information about the guest (We
already discussed ..............................)
• Fast Check-in: Only detail verification by guest and
signature only :)

• Staff will only be happy if ......................... system is

there :(
 03 Registration (GRC)
First Question WHY it is required :

• Ans: Mandatory as per the prevailing in the country

according to the Foreigners' ACT, 1946 & the registration of
Foreigners' Rules 1992 the innkeeper has to maintain the
record of guests staying in his premises.
 03 Registration (GRC)
Second Question WHY it is required :

• Ans: Formalization of a valid contract between guest and

hotel.
• Which type of contract:
• Ans: The hotel will provide safe and secure boarding and
loading facilities to the guest & guests accept to pay for the
services and facilities received.
Recap session
Question For next session (4 Aug 2023)
th

1). Why registration is mandatory for hotels? Explain in

your own words.

2). What do you understand by the form "C", for whom it has
to be filled and circulated to whom?

3). Draw the format of form 'C'

4). Required documentation for form 'C' to check before

confirmation of the registration process.
 Form ‘C’
First Question WHY it is required :

• Ans: Mandatory as per REGISTRATION OF

FOREIGNERS RULES, 1992, RULE 14 it is
obligatory on the part of the hotel owner to
send information about foreigners guest they
allowing an accommodation on his premises.
 Second Question :
What do you understand by
Foreigner?

•Ans: A person who is not an INDIAN national Or a

person holding a passport of any other country except
Nepal and Bhutan
Third Question:

What do you understand by the word

“FRRO”?

•Ans: Foreigner’s Regional Registration Office

 Form ‘C’
Fourth Question: Why hotel FO staff should know
about the FRRO office nearby?

• Ans: The hotel is liable to send the information in

the format of FORM C to the nearest FRRO of
the Local Intelligence Unit (LIU) within 24 hours
of the arrival of a foreign national.
 Exceptions ………………
• (Pakistani, Chinese and Bangladeshi) in 12 hours to
FRRO, LIU and Nearest police station.

Format
Earlier it was a printed copy that was made in duplicate
with the serial number, First copy goes to FRRO and the
second to the hotel for permanent record.
Nowadays we are having the facility to
do it online through the FRRO website.

How to fill up C form. Demo video-by un

known topics-2020-Frro. - YouTube
Documentation needed
for Form ‘C’

Visa
Passport
Question: What is a passport?

• Ans: This is a document issued by a government

to allow its citizens to travel abroad and requests
other governments to facilitate their passage and
provide protection.
• (Without a valid passport person is not permitted
to enter the territory of a foreign country. )
• It is vary from one country to another…………
 Question: Types of Indian passports?
• Ans: Following pass passports are issued under the
provisions laid in the Passport Act 1967 :
 Ordinary Diplomatic
Official Passport
Dark Blue and White or Grey and
Passport
Red in color issued
issued to the issued to government to a person with a
ordinary officials or persons diplomatic or
citizens of India on government consular as per
missions international laws
and custom
Recap
1). Why registration is mandatory for hotels? Explain in
your own words.

2). What do you understand by the form "C", for whom it has
to be filled and circulated to whom?

3). Draw the format of form 'C'

4). Required documentation for form 'C' to check before

confirmation of the registration process.
 Questions for 05 Aug 2023
th

1). What is a passport? Describe types of passports from any of the

two countries.

3). Explain the details to be verified before accepting the passport and
the visa from the guest for check in.

3). Explain the types of Visas and their purpose along with the valid
time period to issue.

4). What do you understand by check in process ?

 Types of Indian Visa along
01
with the time limit
POINT TO BE
DISCUSSED 02
Check in Process in detail.

03 Recap of Module 01
Question: What is a VISA?
https://www.tripsavvy.com/obtaining-visa-for-india-1539592
• Ans: Visa is an endorsement on the passport,
allowing the holder to enter the territory of the
issuing country.

• It is a document or more frequently a stamp in a

passport, authorizing the bearer to visit a country
for specific purposes and for a specific length of
time.
Question: Who issues the VISA?

• Ans: Consular Passport and Visa (CPV) division

of the Ministry of external affairs issues Indian
visas to foreign nationals through various Indian
missions abroad.
• Find the given link for more visa details.
• Visa Services Details | Passport Seva Visa Services
(passportindia.gov.in)
Question: Types of INDIAN visas?

• Tourist Visa: This visa is for

foreign nationals who wish to
visit India for tourism,
sightseeing, or to meet
friends and relatives. The
India Tourist e-Visa is a
multiple-entry visa.
• Business Visa: This
visa is for foreign
nationals who are
visiting India for
business purposes.
● Employment Visa:

This visa is for highly

skilled individuals
intending to take up
employment in India..
● Entry Visa:

This visa is for accompanying families of

foreign nationals coming to India on long-term
visas such as Employment, Business,
Research or Student visas.
● Student Visa: This visa is for foreign
nationals who wish to pursue education in
India.

●Research Visa: This visa is for foreign

nationals who wish to pursue research in any
field in India
● Medical Visa: This visa is for foreign
nationals seeking medical treatment in
recognized and specialized hospitals and
treatment centres in India.

● Conference Visa: This visa is for foreign

nationals who wish to attend international
seminars or conferences held by the
Government, PSUs or NGOs in India.
 •Other Indian visas as per
the government of India
website. You may find the
details in the below-given
link.
• Visa Services Details | Passport
Seva Visa Services (passportindi
a.gov.in)
● What is the
Check-in process

•The check-in process

at a hotel typically
involves a series of
steps that the guest
must complete in order
to officially start their
stay at the hotel.
Market
operating
Price
● Types of check-in process

• Manual Check-in
• Express Check-in
• Mobile Check - in
•VIP check-in
• Group Check-in
Manual Check-in

Which we already
discussed.
Resorts World Genting First World Hotel Express Check-in Kiosk (Eng) - Bin
g video

https://youtu.be/sn49pnkFTEQ
Henn na Hotel Kanazawa Korinbo | Official Website
CNET News - Your smartphone becomes key to skippin
g the hotel front desk - Bing video
https://youtu.be/qHLdz_nA6zA
 Questions for 11 Aug 2023
th

1). Enlist the types of visas along with the purpose and time duration.

3). Explain the Manual check in process step by step.

3). Describe the difference between Mobile check-in and Manual

check-in processes.

4). Name any five Indian and international brands of hotels that you
find has a unique way to make a unique check-in experience for their
guest.
● Room rate assignment
• Designing the hotel room
rates is an important task that
requires careful planning and
strategy.

•There are many factors that

affect the room rates, such as
the hotel location, star rating,
market segment, competitors,
demand, seasonality, and so
on
Question: Factors affecting/influencing room
rate assignments.
● The type, size, location, amenities and quality of the
room.

Example……………….
Compare this two-room and point out the
features
1). Amenities wise rate
2). The demand and supply of rooms in the market
3). The seasonality
and special events
in the destination
4). The
customer
segment and
preferences
of the guests
Question: What is a hotel room pricing strategy and why
is it important in the hotel industry?
Ans: It’s that sweet spot between charging enough so that you
make money and charging a fair price so that you don’t lose
customers to the competition.
It is essentially the rate you charge per hotel room in an
effort to sell as many rooms as possible and gain
maximum room revenue.
 Question: Factors affecting room pricing?

A business can use a variety of • Competitor-based

• Forecasting-based
pricing strategies when selling • Length-of-stay strategy
a product or service. To • Segment-based
• Guest type-based
determine a company's most • Occupancy-based
effective pricing strategy, • Incentive-based
• Loyalty-based
senior executives must first • Cancellation policy
identify the company’s • Upselling
• Cross-selling
competitors. • Rate-parity strategy
 Understanding the rates your
competitors are selling their rooms at

for each room category

• Competitor-based when they are increasing or

(Same segment and star decreasing their room rates
category ) how often they offer discounts

understand what customers are

already paying and how much they
are willing to pay.
 occupancy data, revenue, room rate
and average spend per room for the
last couple of months and in the same
period the previous year
• Forecasting-
based
as well as looks at demand and
events.
 prices is effective because it allows you to
charge one rate for the entire length of stay
based on how long guests stay and their
arrival date

For example, if there’s a festival or special

Length-of-stay event, you might set a minimum length of
strategy stay for the duration of the festival

For example, if there’s a festival or special

event, you might set a minimum length of
stay for the duration of the festival
 Customers can be segmented by volume (booking
more rooms at once), attributes (those wanting a
sea view room vs a garden view), service offering,
time of purchase, time used, or more

• Segment-
based For example, you might charge corporate guests a
lower price for the same room because they are more
likely to book more rooms at any given time, whereas
you might charge a walk-in guest who needs just one
night’s stay a higher price because of the urgency of
their booking.
 An occupancy-based strategy works
based on supply and demand;
essentially when demand exceeds supply,
you increase your room rates.

Occupancy-based
On the contrary in low season, in order
to ensure revenue, you can charge lower
prices in order to increase occupancy.
Incentive-based
 On the contrary in low season, in order to
ensure revenue, you can charge lower
prices in order to increase occupancy.
Incentive-based

Incentive-based you can offer discount codes or

promotions through email marketing
and online marketing for your repeat
guests

you can offer discount codes or

promotions through email marketing
and online marketing for your repeat
guests
 loyalty program or encouraging people
to join the loyalty program to get better
prices.

• Loyalty-based
In this way, you can offer better prices to
loyal customers, and loyal customers are
likely to keep coming back, so it’s a win-
win scenario.
 people pay a better price if they book at
a non-refundable rate.

hotel can sell rooms at a profitable price

while at the same time cutting losses.
Cancelation
policy
you can charge a lower rate to resell the
room if it gets canceled. This is a
particularly useful strategy during the
high season.
 You can give guests the option to upgrade to a better room,
Upselling suite or a sea view or add in services at the time of booking
which helps generate more revenue per booking.

The idea is that once you have captured the client, you can
encourage them to spend more.

You can encourage clients to book additional services,

Cross-selling such as spa services, tours, and airport transfers for
example through email marketing and online campaigns

The rate-parity strategy is an effective method that inspires

Rate-parity trust in your clients as well as gives a sense of transparency.

strategy you keep the rates for each product the same across all online
distribution channels.
 Key control learning objective in hotel

Key control is essential for reducing guest

and property theft

Enhancing security and safety

Ensuring guest satisfaction

Key control requires a systematic and

organized process of issuing, collecting,
storing, auditing and replacing keys.
Types of keys
• Guestroom keys

• Sub Master key / Section master keys

• Floor Supervisor keys/ Floor master key

• Master key/ Pass key

• Grandmaster key / Emergency key

• Supply room keys

•Keys issued to guests upon
their registration,

•Open only one room

•It is not double-locked. Once

the guest checks out,

•It must be returned to the

front desk.
•GRA is given this key to
open the room he or she is
assigned to clean on a floor

•The floor key opens all

rooms on a particular floor
that are not double-locked

•Floor keys typically open

the storeroom or floor
pantry for that floor too.
•Key operates all sections
on the floor /floor
supervised by the
particular supervisor.

•A Supervisor may be
issued more than one key
of this type as he or she
may be required to inspect
the work of more than
one GRA.
•The Master keys are
used only by the head of
housekeeping and are
not given to anyone else
who has a lesser
authority.

•These keys open all

guestroom doors that
are not double-locked
•This key opens all hotel
guestrooms and often all
housekeeping storage rooms
as well even if they are double
locked.

•This key can be used in

emergency situations.

•It is kept under lock and key

either at Housekeeping or at
the front desk of the hotel.
•These keys are used
within the servicing
sector of the hotel by
the supervisory level
staff to ensure that
stocks and equipment
are safely stored away
when not in use.
 KEY CONTROL:
•Key control is the procedure of
reducing guest property theft and
other security-related incidents
by carefully monitoring and
tracking keys
Policies should be considered for
control of keys.

1.Issuing keys
2.Custody of keys
3.Loss of keys
4.Changing locks and keys
• Guest room keys: These keys are
handed over to the guest on his
arrival after completing registration
facilities.

• Guest is requested to submit these

keys at the front desk whenever he
leaves the hotel premises.

• Other keys: All section master keys,

master keys and grand master keys
should be signed out each time
they are taken and their return
noted in a key control sheet.

• All keys should be stamped do not

duplicate
•Custody of keys

• These are the measures to be

taken while the key is with a guest
or employee after being issued as
per the correct procedure.

• Not be allowed to loan the keys

assigned to them.

• Have to hand over keys

whenever they leave the
property.
• Loss of keys
• This is a time when particular
vigilance must be exercised.

• If a section master key is lost

under circumstances that may
result in a guest being at risk, the
entire section should be re-keyed.

•If a master key or grand master

key is lost under any circumstance,
it must be reported to the owner
or the corporate office
immediately by the general
manager
• Changing locks and keys

• Whenever a new key is

made or a new lock is
fitted, certain
precautions are
necessary
• A record must be kept
of how many keys are
made for each room and
they are made.
• A log must be kept of all
lock changes and re-keys
 • ELECTRONIC CARD KEYS

• Metals room keys are being replaced by

electronically coded key cards.
• It’s plastic card that stores a digital signature that is
used with electronic access control locks.
• It has a magnetic strip
• The System uses a computer that codes the keys
• Computer is used to create new room lock codes
for each room in case of missing of key.
• Popular in many medium and large sized hotels.
The End.