REGISTRATION - CHECK IN
OBJECTIVE:
This is most important job as this is the chance for us to create the first impression to the guests. And from here, the guests can evaluate our hotel standard
PROCEDURE:
To get this job done properly, the Guest Service Agent has to finish the following tasks:
Print out the Arrival List, go through and hi-line the special information
Check the Arrival files if enough and correct, avoid any missing or miss-arrangement
Check the pick-up with Concierge Supervisor, make sure all the transportation requests are noticed and arranged by him
Call to check the bookings without arrival time yet
Contact with Housekeeping regularly for the room cleaning process, ensure the arrival rooms will be ready before the guests arrival. If it is any doubtful that the room would not be ready before guest’s arrival, take a decision of changing room blocking if required
Short the Arrival files base on the arrival time and alphabet to help it easier when the guests come
Greet the guests in a very courteous and pleasant manner when they approach reception counter, with the appropriate distance
If you know the guest arrival time, you can take out his/her Arrival file with you first, and greet him/her by name, that makes him/her feel that he/she is very welcomed:
“Good… Mr/Ms… Welcome to Belle Maison Parosand Danang Hotel”
Then express your concern to the guest:
“How was your trip/your flight? Or where did you come from today”
By this way, you do give the guest a very warm welcome. And for sure they will come to you with a very easy feeling after that
In case you don’t know the guest name as they don’t have arrival time, politely ask for the guest name
“May I know your name please Sir/Madam”
Quick check in the system and confirm the booking if it’s correct with whatever the guest booked (this make sure the assignment and arrangement are correct. If any discrepancy, we still have time to solve the problem before the guest feeling he is waiting for too long to be checked in)
If it’s not correct, we need to see the guest reservation confirmation and work it out with our Reservation department right away, try to solve the problem as fast as possible
“Please let me double check with our Reservation and get back to you right away Mr/Ms..”
Check if Housekeeping sent the Room Check Form to Reception or not yet. If not yet, call to HK to check the room status
In case of having the difference of room category booked, check with Housekeeping department at once for the availability of the other room and ensure it is ready for check-in as quick as possible as we might use it after Reservation clarification
Invite the guest to the sofa for welcome drink
Ask the permission of the guest for borrowing his passport and his credit card
“May I borrow your passport and credit card, please”
Pass the passport to the Guest Relations Officer to make copy and swipe the card for verification
In case the guest would like to settle his account by cash, request the guest to pay an advanced deposit to 1.5 times of total room charge of his stay
“Please pay an advanced deposit to 1.5 times of your total room charge as the hotel policy”
Calculate the amount and inform to the guest
“It’s … USD Mr/Ms…”
Final call to Housekeeping for double check the room status, ensure it’s ready for checking in
Check the key card again, ensure it’s correct validity
Return the passport and credit card to the guest. Show him the Registration card for signature
“Here’s your passport and credit card. Thank you very much. Could I have your signature on this Registration card please?” (Show the guest where to sign)
After the guest read and signed, receive it back with regard and start to introduce him about the things concerned in the check-in envelope
Hand over any mail, message, fax or parcel, if have
Introduce the room number and location of the room, but not read the number at the lobby
“Here’s your room number, it’s on the… floor” (point to the room number)
Take out the things in the envelope
Introduce the Welcome Letter
“This’s Welcome Letter from our General Manager”
Introduce the room key(s) and instruct him how to use
“Here’s (are) your room key(s), please slide it in front of the door lock until you see the green light, then open the door”
Introduce the Breakfast, our Food & Beverage outlets and Spa
(if guest asks about breakfast vouchers:
Politely reconfirm the departure date and request for an approximate time of departure, then note on the Registration Card
“Excuse me, your departure date is…? May I have the time of your leaving please?”
Put all things back to the envelope, hand it to the guest, offer the further assistant
“Once again, welcome to Belle Maison Parosand Hotel. If you need any further assistant, please don’t hesitate to contact us at the extension #.... “
Lead the guest to the place where the concierge is ready waiting with the luggage, introduce the concierge to escort the guest to the room and wish him a pleasant stay
“Now our concierge will accompany you to the room. Thank you very much and enjoy your stay with us”
Wait for the guest moving forward to the room and back to the reception counter
Check-in guest into the PMS system
Fulfill the name, correct name
Update all the information required into the system, including check-out time
Check-in, active the guest account
Post the deposit amount if the guest pay advance deposit accordingly
Transfer the guest passport copy to Operator for report the registration guests in the day to Immigration Office and record
Confirm/inform to the outlets concerned (restaurants, spa…) if the guest has any service booked in those outlets
Put all the documents concerned to the right guest room folio into the docket
If this procedure processes perfectly, the guest will have a very comfortable feeling to start his/her stay
