6 Stages of The Guest Check-In Procedure
The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of the room key to the guest; 1) Receiving and Registration 2) Allocation of the room 3) Secure advance Payment 4) Information service 5) Complete the check-in formalities 6) Open the guest folio.
In case of manual or semi-automated operation systems, the process begins as the guests arrive at a hotel and are greeted by the front office staff, subsequent to which they complete the registration formalities, and finally the guests are assigned rooms and issued the room key by the front office personnel. In a fully automated system, the same activity is performed automatically by self-service terminals located in the hotel lobby.
The procedure for normal check-in may be summarized in the following 6 stages:
Stage 1: Receiving and Registration
Receive the guest in front of the house
- Open the door and welcome the guest.
- The doorman informs the bell desk to pick-up the guest baggage.
- Bring the luggage and baggage into the lobby (Incase the bell desk team not available then the doorman should assist with the baggage.)
- Escort the guest up to reception desk (usually done by the bellboy/porter)
- Provide welcome drink and welcome gift if any (Like Spice Garland, Spice box, Juice etc.)
Receive the guests at the reception
- Welcome the guest promptly with a cheerful and pleasant smile.
- Address with the appropriate surname, if known.
- Request for the reservation details like guest last name, confirmation no., booking source etc.
- Request for the guest id card or passport.
- Request for the guest business card.
Register the guest - Complete the registration card or register the guest
- Verify the information on the registration against the reservation ensuring the accuracy of name, date, and payment mechanism.
- Stamp check-in time on the registration card.
- Show check-in in the hotel software/PMS.
- Carry out the final check of the registration card for the guest signature.
- Discuss room preference with guest as per the availability, or select an available room which is "ready to let” and allocate the room.
- Take a note of the expected departure details.
- Take note of the airport drop, any special request etc.
Stage 2: Allocation of the room
- Allocation of the room means assigning a vacant and ready (VR) room to the guest for staying (if this was not done already).
- For repeat guest assign room as per the preference.
- In order to allocate a guest room, accurate room status information is required. For this purpose, a room status board or room rack is kept in the reception.
- When the room has been allocated, the reception should; Block or code the room as sold.
- Prepare key card of related room number by entering the arrival and departure date, rate and offer it to the guest for signature.
- Give the room key to either the guest or the bellboy.
- Record guest arrival on daily arrival list.
Stage 3: Secure Advance Payment
- Advance payment should be done for security purpose. It is usually done by accepting a cash deposit or taking a credit card.
- While handling advance deposit, whether cash/ cheque, always:
- Issue a receipt for cash/ cheque and record the payment in the guests ‘ledger.
- Accept credit card and evaluate for its credit limit and availability.
- Get the imprint of the card and obtain a guest signature.
- Get a pre-authorization (pre-auth) from the Credit Card company or EDC machine for the required amount and record the same to the reservation.
Stage 4: Information Service
The receptionist is responsible for informing guest about the facilities and services offered by the hotel. This helps the guest to familiarize about the hotel facilities and also to increase the sale. At this point, the receptionist should;
- Acknowledge the guest about the hotel's activities, facilities, and service with direction and location.
- Enquire if the guest requires a wake-up call. If so, record it correctly.
Stage 5: Complete the check-in formalities
After the check-in formalities are completed;
- The bellboy or the GRE should escort the guest up to the allocated room.
- Inform other departments and sections about the guest arrival by arrival notification slip.
Stage 6: Open the guest folio
- Open guest bill/ folio/folder and clear any old bill copies.
- Record the key information for billing purpose (room rate, number of nights, departure date and mode of payment).
- File the bill in the guests' folio box together with the completed registration card.
Hospitality Guide(For All Department information)
www.hospitalityguidebd.blogspot.com
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