This document discusses the role and responsibilities of the hotel reception desk. It begins by introducing the reception as the front-end of the front office where guests build their initial impression of the hotel. The main roles of reception include welcoming guests, registering guests, assigning rooms, and providing information. Guest registration is important as it creates a relationship of trust between the hotel and guest and allows the guest to access services while requiring them to follow house rules. The document then outlines procedures for guest arrival and departure, registration, handling VIP guests and luggage, safe deposit lockers, and other front desk functions.

1. RECEPTION
Ms. Roma Gandhi
Dr. BMN College of Home Science
NAAC Accredited ‘A’ Grade CGPA 3.64/4
UGC Status: College for Potential of
Excellence
INDIA

2. INTRODUCTION
 The front office of the hotel is the
focal point of guest contact. The
reception is the front end of the
front office. It is the place where
the guest builds a mental picture
of his/her stay

3. ROLE OF THE RECEPTION
It is the place where guest register
themselves into the hotel in writing. All
governments insist that guests register
themselves. The act of registering has
many benefits:
 It creates a relationship between the
hotel and the guest. This relationship is
one of mutual trust and respect

4.  It protects the hotel and the guest from any abuse of the
relationship
 The hotel becomes responsible for a guest’s stay and
safety
 It empowers the guest to access the various guest
services
 The hotel can expect a conduct of the guest that adheres
to the house rules
 It helps government keep track of foreign travellers
during their stay in that country

5. THE BASIC ROLE OF THE
RECEPTION
 Welcome guests
 Establish a guest’s identity and reservation
status
 Register the guest (pre register in some
cases)
 Assign a room
 Issue a room key
 Act as a source of continuous information

6. ARRIVAL AND DEPARTURE
PROCEDURE/ GUEST CYCLE

7. C’ FORM AND GUEST
REGISTRATION
 The first phase of the guest cycle deals with reservations
 The second phase – arrival – deals with the activities
involved in the processes of pre registration and
registration
 The activities carried out before the arrival of a guest to
ensure a speedy check I are termed as pre registration
activities
 The registration procedure is different for guests and
from hotel to hotel.

8. Registration procedure
PRE
REGISTRAT
ION
REGISTRAT
ION
FORM ‘C’ PASSPORT VISA

9. ‘C’ FORM

10. PASSPORT

11. REGISTRATION PROCESS

12. REGISTRATION RECORDS
 Bound book
 Loose leaf register
 Individual registration

21. VIP PROCEDURES

22. GUEST LUGGAGE
HANDLING
 Must provide a prompt and accurate luggage
service to our group guests.
 Safety is one the most important issues to our
guest, make sure of the luggage’s safety.
 Increase guest satisfaction.
 Demonstrate professionalism.

23.  Doorman will great guest and escort them to the lobby, Guest
service manager will escort our guest to the group check in area.
Handle luggage Designated bellmen and doorman should unload
the luggage and place them in neat lines adjacent to the entrance.
 Luggage will never be stored in the hotel lobby.
 To ensure all luggage's is kept together luggage net must be used.
 The chief concierge must confirm the number of luggage items with
the tour leader and driver tag Luggage Bellmen should have group
rooming list, luggage tags and a pen.

24.  Using the rooming list, the bellmen will apply tags,
marked with the appropriate room number to the
luggage. Deliver Luggage is loaded onto trolleys as per
floor, for delivery.
 Deliver the luggage to the guests’ room according to the
group rooming list.
 Bellmen are to return the rooming list to the chief
concierge after the delivery.The chief concierge must
confirm the Luggage collection time with the tour leader.
 The chief concierge will note the departure date / time
and luggage collection time on the group rooming list.

25.  The group rooming list must be attached to the group
file.
 One day prior to group departure, the group departure
report needs to be printed out and luggage slips are then
prepared. Collect luggage Bellmen must collect all
luggage's from the floor outside on departing guest
rooms and lost it onto the trolleys.
 Bring the luggage to the lobby to wait departure.
 Luggage will be placed straight into the group coach or
in neat lines covered with net, in the appropriate area
and waiting for further instruction.

26.  At least one bellboy will be responsible for the
safety of the luggage in the lobby. Hand over
Luggage. Load all luggage's into the coach.
 The chief concierge must confirm the quantity
and condition of the luggage with the tour leader
before departure.

27. LEFT LUGGAGE

28. ROOM SHIFTING

29. CUSTODY AND CONTROL OF KEYS
To ensure the safety and security of guest’s belongings,
the front desk must keep the room keys in safe custody. It
is important for the front desk to exercise a strict control on
room keys for the following reasons:
 It prevents unauthorized access to the guest room
 It can be established who all entered the guest room

30.  It ensures security of the guest and the guest’s
belongings
 It prevents intrusion in the guest’s privacy

31. KEY CONTROL
 Hotels may use conventional hard key
system or computerized door locking
system for securing the guest rooms
 In case, electronic locking system used
in the hotel, guests are issued card
keys.

37. GUEST PAGING
 When the guest is not in the room and is somewhere in
the hotel premises at that time the guest have to fill a
form and keep at the front desk just in case of a visitor
coming to meet.
 When the visitor has come to meet the guest, the hotel
writes the message on a page board and is given to the
bell boy

38.  A bell is attached on the board and it is worn on the head
of the bell boy to attract the attention of the guests.
 The guests identifies his/her message and is escorted by
the bell boy to the front desk.

40. SAFE DEPOSIT LOCKER
 A key concern for guests is the safety of their
belongings, especially cash, jewellery and
important documents.
 Some hotel lockers which open by the
simultaneous use of two keys
 Allotment of lockers are done by two
procedures – issue and surrender of lockers

42. ISSUE OF LOCKERS
 An empty safe deposit lockers is allocated to
the guest with a locker number.
 A safe deposit box registration card is handed
over to the guest and the guest is requested
to fill the necessary information
 The locker is assigned and the locker key is
handed over to the guest

43.  The guest keeps his valuables and documents in the
locker, locks the box, and carries the keys
 The guest can use the safe deposit box as when
required; he is required to make an entry in the safe
deposit locker register for each use

44. SURRENDER OF THE
LOCKER
 The guest is required to withdraw the articles
placed in the locker
 The guest is requested to sign an
acknowledgement that he ahs received all
the articles that had been placed in the safe
deposit box
 The guest surrenders the locker key at the
front desk

46. THANK YOU!!!!!!