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

2. Hotel Registration

3. Registration Process
1. _____________________
2. _____________________
3. _____________________
4. _____________________
5. _____________________

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

6. Guest Information Form

7. Check-in

8. Guest History

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

10. Room Chart
Pre-assignments are automatically color-coded: guaranteed, not-guaranteed, in-house, and out-of-order

11. Room Assignment

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

13. Rate Assignment

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.

21. Room Status
Definitions
 Occupied
 Complimentar
y
 On-change
 Stayover
 Sleep-out
 Sleeper


22. Room Status
Definitions
 Vacant and Ready
 Out-of-order
 Lock-out
 Due out
 Check-out
 Late check-out

23. Hotel Room Types
 Single/twin  Double-double
(1%) (36%)
 Double (7%)  King (34%)
 Queen (22%)  Connecting rooms
 Quad  Adjoining rooms
 Suites (16%)  Adjacent rooms