Registration at the Hotel

The following role play will assist you with the guest registration procedure


Reception Good afternoon, welcome to ……………….. hotel.
How may I help you?

Guest I have a reservation in the name of………………

Reception Certainly Mr. Mrs. Ms………….. Could you please fill in your address, your method of payment and signature?
(While the guest is filling in the registration card, locate the reservation in the computer)
Just to confirm Mr.Mrs.Ms…………… you will be staying for two nights with us?

Guest Yes, that is correct.

Reception Thank you (receptionist takes the registration card from the guest)-would you prefer a smoking or non smoking room?

Guest A non smoking room.

Reception: (Rec. selects the room and enters it on Fidelio and also writes the room number on the key pocket and on the registration card) Mr. Mrs Ms……………. How would you like to settle your account?

Guest: By VISA. Card

Reception: May I have an imprint/preauthorization of your visa card please? I am going freeze one night accommodation charge and $ 50 for incidental charges.

Guest Sure, here it is

Reception (check validity of card and signature- takes imprint/complete pre-authorization- return the card to the guest)

Guest: That’s fine

Reception Here is also a brochure containing the special events which are happening in the hotel at present- we have a wonderful Italian festival in our Lobby restaurant and our Spa is offering a special package of massage which is very good)

Guest: Sound great- what is the Italian festival exactly?

Reception The restaurant has a fabulous buffet with a large range of fresh pasta dishes and our own wood fired pizzas and salads. The desserts are really delicious.

Guest Sounds delicious, could I make a booking for 4 at 8 PM this evening.

Reception Yes, I’ll organize that for you. Mr. Mrs Ms……… would you like any help with your luggage? (wake up calls & transportation)

Guest No, I will be fine

Reception: Thank you Mr/Mrs/Ms…………………. Here is your room key. Are you familiar with the use of these key cards?

Enjoy you stay with us. The lifts are just across the lobby. If you need any assistance please just dial 9 on your phone and one of us will be able to assist you.

Guest: Thank you for your help.

Reception (after the guest has gone to their room. Fidelio must be updated with the credit card information and any additional information. The receptionist also completes the registration card and files the guests under the room number of the guest)