1. WWW.LRJJ.CN Registration

2. WWW.LRJJ.CN I mportance of First Guest Contact First impression is setting the tone for hospitality and establishing a continuing business relationship. Good first impression – sets the tone for future service encounters Bad first impression – difficult to recover (the guest already made up his/her mind about the hotel)

3. WWW.LRJJ.CN The Registration Process Guest requests to check in FD Agent projects hospitality FD Agent inquires about guest reservation Guest completes registration card FD Agent reviews completeness of RC FD Agent verifies credit FD Agent makes room selection FD Agent makes room assignment FD Agent assigns room rate FD Agent upsells hotel products/services FD Agent provides room key

4. WWW.LRJJ.CN Registration Card Data Name Address Telephone number Company affiliation (if applicable) Anticipated date of departure and ETD Number of people in the party Room rate Payment method Valid signature

5. WWW.LRJJ.CN Extension of Guest Credit Accepting guest credit card Credit card processing Interpreting information from the credit card validation machine (status, approval code) Verifying the cardholder’s identification Pre-authorization ((rate+tax) x #nights)+(incidentals x #nights)

6. WWW.LRJJ.CN Establishing the Method of Payment (upon registration) Cash – PIA guests (No Post) Credit cards Debit cards Direct billing Groups payment (PM)

7. WWW.LRJJ.CN Room Status HSKP Room Status 1.Clean 2.Dirty 3.Vacant/Inspected – the only room status to check-in a guest 4.Out of Order/Service– under maintenance FO Room Status 1. Vacant – room is currently unoccupied 2.Occupied – guest inhouse

8. WWW.LRJJ.CN Room Status in Opera System

9. WWW.LRJJ.CN Room Status Report

10. WWW.LRJJ.CN Room Status Discrepancies Sleeper – The front office status will show the guest checked out (vacant), but Housekeeping department will indicate that someone is still in the guestroom (occupied). Skipper – The guest leaves the hotel without settling his or her account; the front desk still shows the room as occupied, but housekeeping lists the guestroom vacant.

11. WWW.LRJJ.CN Types of Room Rates Room Rates Rack Rate Commercial or Corporate Rates Complimentary Rates Group Rates Family Rates Day Rates Package Rates

12. WWW.LRJJ.CN Room Assigning Principals First priorities are: VIP guests, Special requests guests, Groups, Early arrival guests, guarantee guests Try to assign the same floor for the guests from same company/group Assign rooms according to guest’s preferences If you have enough vacant rooms at that day, you can prepare some spare rooms for walk in guests Assign rooms according to guest arrival time. Inform Housekeeping to clean rooms right away after you assign rooms Room Assigment

13. WWW.LRJJ.CN Denying Accommodation How to decide which guest should NOT be walked out? Corporate Guests Repeat Guests One-night stayers Group guests How to decide who can be potentially walked out? Guests who are staying for minimum two nights Individual travelers First-time visitors

14. WWW.LRJJ.CN Suggestions of Handling the Walked-out Guests The hotel shall pay the transportation expenses or offer hotel car to take the guest to an alternative hotel. Alternative hotel should be a sister property or comparable with standards.

15. WWW.LRJJ.CN Suggestions of Handling the Walked-out Guests Guests should be encouraged to return to the hotel at the earliest date of availability. Upon their return, they may be placed on a VIP list, provided a complimentary room upgrade, or presented with a small gift/amenities as compensation. Management should personally welcome the guest upon return to the hotel and pay special attention to the needs of the guest throughout the stay.