1. Bali Hospitality Professional
Service
Drs. Agustinus Agus
Purwanto, MM
Senior Consultant
Jl. Tukad Batanghari VIII/7A
Denpasar – Bali – Indonesia
E-mail:
agustinus.aguspurwanto@ehotelier.com
Web:
www.linkedin.com/in/aguspurwanto
4. 1. Preregistration
Pre-Assigned Rooms
Block special requested rooms
Connecting, Non-smoking,
ADA
VIP Registration Area
Concierge Desk
Casino Services
Van Registration
Airline pilots
5. 2. Create Registration
Record
Name
Address
Telephone number
Company affiliation
Payment method
Signature
Use as guest history record for
database marketing
9. 3. Room & Rate
Assignments
Reservation Status
Determines a room’s __________ availability
Group room blocks prevent check-in
Housekeeping Status
Determines a room’s __________ availability
Room Status Discrepancy
Housekeeping status differs from front
desk status
12. Rate Assignment
Rack Rate
The hotel’s standard, published rate
Other rates are discounted off the rack
rate
Corporate Rate
Provided to frequent business guests
Group Rate
Negotiated based on number of rooms
14. Room and
Food & Beverage
Packages
American Plan (AP)
The first American hotels differed from European
hotels by charging a fixed fee ($1 per day) for food
and lodging.
______________________
Often used at Resorts
Modified American Plan (MAP)
_______________________
European Plan
_______________________
15. 4. Establish Payment
Cash
No charging privileges
Personal Checks
Driver’s license or credit card for
guarantee
Credit Cards
Handle denial codes with care
Direct Billing
Companies & groups
Special Programs
16. 4. Issue Room Key
Completes the registration
process
Never announce the room
number
17. 5. Fulfill Special
Requests
Technically, this is not the last step, it
should be done before the room is
assigned
Pre-assign connection, adjacent &
adjoining
May include requests for:
Location
View
Bed type
Amenities
18. Guest Room Amenities
Amenity Percentage of Hotels
Smoke Detectors 99
%
Electronic Door 80
%
Locks 64
%
In-Room Voicemail 18
%
Turndown Service
19. Smoking Rooms
20%
16%
15% 15% 15%
US Avg Chicago NY LA Miami
84% of the Hotel Rooms in the US are Non-Smoking
20. Upselling
Convince guests to rent rooms above standard
rate accommodations.
Identify guest’s needs and upsell to meet them
Enhance value for guest while increasing hotel
revenue.
Incentive programs for employees.