澳洲酒店管理前厅部培训（ Front Office）2.doc

Pre Registration Pre-registration simply refers to the activities performed by Front Office Receptionists before the actual arrival of guests who have made reservations. In practice this activity is more common, when there is a group booking, but it is often also applied to smaller bookings. Essentially this activity attempts to smooth out the check-in procedures, and minimise the amount of time that guests spend on arrival, waiting at the Front Office Reception Area. Remember that guests often arrive tined and irritable, and pr-registration is a logic way to provide better customer service, thus raising guest satisfaction with the establishment. In pre-registration the Front Office, staff fill out the Registration Form for each guest, as far as possible, using the information obtained at the time of booking. In most cases all that is left for the guest to do is sign the form. Normally pre-registration occurs within 24 hours prior to the guests arrival, and front Office staff assign particular rooms to arriving guests, in accordance with the booking requirements and management policy. Last minute cancellations, guests who extend their stay, walk-ins, delayed flights, and maintenance problems in specific rooms, are all examples of circumstances which make pre-registration a challenge, and can make early room allocations a difficult task In the case of group bookings, the rooming list or Manifest provided by the Tour Company will list the names of arriving guests, twinning and sharing requirements; will provide the basis for room allocation. Depending on the size of the party, and management policy it may be a requirement that all members of a group be accommodated on the same floor of the hotel, or, away from the other guests. This is particularly the case with accommodation of sporting groups such as rugby teams. Normally room keys are placed in individual ma: marked envelopes, together with any welcoming messages or other documentation. The guests name is written o