USING THE PREREGISTRATION PROCEDURES TO MINIMIZE THE CHECK-IN DURATION AND TO REFLECT AN EXCELLENT GUEST EXPERIENCE FOR REGULARS AND REPEATERS
Abstract
The first impression a guest receives of a lodging facility during registration is extremely important in setting the quality for hospitality and establishing a continuing business relationship. Today’s guest expects to be treated with respect and concern, and many hotels make the effort to meet those expectations. Those who do not, should not expect the guest to return. Guest registration is nothing but recording the guest’s information for official purposes. At the time of reservation, the front office staff asks the guests to enter their personal information on the GRC. Registration activity is mandatory for both the guest with reserved accommodation as well as for the walk-in guest.
Guest registration modules have greatly improved the check-in process. Because information has already been captured at the time of reservation, less time is required for registration. The front desk clerk needs only to confirm the guest’s pre-information and finally the guest request for the room type, location, and rate with room inventory and room status. Method of payment is also established. The hard plastic key can be issued after the security module has changed the entrance code for the room. The guest registration procedure can also be completed by the self-check-in process, a procedure that requires the guest to insert a credit card having a magnetic stripe containing personal and financial data into a self-check-in terminal and answer a few simple questions concerning the guest stay. Also note the inclusion of the intranet in this module which greatly supports the communication process required by the front office staff in delivering hospitality at the time of check-in. The front desk clerk chooses the room the guest will occupy and issues a key. The total time required for registration is less than five minutes. This study examine show preregistration procedures which can minimize the check-in duration and reflect an excellent guest experience especially for regulars and repeaters guests.
Methodology– The data were collected via a semi-structured questionnaire addressed to rooms division and front office managers in five-star Hotels in Hurghada - Red Sea, Egypt.
Conclusion– The research focused on a five star hotels who don’t adopt a developed GRC in order to minimize check-in duration and how it can reflect negatively on regulars and repeaters experience.
Keywords:
Front Office Operation, GRC, Check in Duration, Chain Hotels, Local Chain Hotels, Reservation, PMS, Guest HistoryDownloads
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