CHECK IN PROGRESS – P&P
P&P NAME : OPERATION PROCEDURE
SECTION : FRONT DESK
DEPARTMENT : FRONT OFFICE
STANDARD:
The check in progress is one of the most important tasks of Front Office staff. You are the first
impression of the guests to hotel so you are responsible for making it successful. A successful
check in should be warm and friendly, efficient and quick, taking into consideration if the needs
and requirements of each individual guest.
PROCEDURES:
1. Check in a guest: 13 steps
Step 1: Welcome the guest
Eye contact: the guest know that you noticed them
Smile and greet the guest: make the guest feel welcomed
Use the guest name: make the guest feel recognized when they return “Good morning
Mrs. Hien, welcome back to Conifer Boutique Hotel”
Step 2: Welcome the guest when you are busy
Acknowledge the guest by eye contact and smile to show that you have seen the guest. When
you can attend to the guest, thank them for waiting.
Step 3: Collect passport or Identity Card
Ask the guest to hand it over to you: “Mrs. Hien, may I see your passport please?”
After that you have to fill out the detail information of passport to registration card.
Step 4: Retrieve the reservation to ensure that you check in the right person
By looking in the guest passport and check the name, company detail and select the correct
reservation.
Step 5: Check for messages
Check whether there is any message for guest arrival (HFA)
Step 6: Reservation cannot be found
Ask the guest to repeat the details:
Whether they have reservation voucher/document or reservation confirmation number
Check under first name
Look under difference arrival date
If no reservation can be found and rooms are available, continue check in as walk-in
If no room available, please inform supervisor/ manager
Step 7: Establish special requirement
Confirm accommodation as reserved
Offer alternative to create opportunity for up-selling
Step 8: Complete registration card
Ask the guest to complete the registration card
Registration card should be pre-printed
Fill out any missing information from passport or ID card
Show the guest those lines that need to be completed
Guest signature
Your initials
Step 9: Allocate a room
Check the room status is vacant clean
Check that room is suitable with guest’s requirements (Bed type, NS/SMK, front/back
view, high/low floor…)
Step 10: Secure the payment
By asking guest: “How would you like to settle your account Mrs. Hien?”
This can be Cash Deposit, Credit Card, Voucher, City Ledger…
Enter payment type into PMS system
Step 11: Provide additional information
Offer the guest additional services: Wake-up call, Breakfast time and location, Restaurant
reservation. Hotel services
Step 12: Ask for frequent flyer and guest loyalty programs
Ask if the guest participates in frequent flyer programs. If yes, take a copy of membership card
or card number to register for guest. Then explain benefits he may get, invite guest to become a
member of hotel.
Step 13: Complete check in
Issuing the key
Pointing the room number
Wishing the guest a pleasant stay
2. Knowledge on common name
Prepare a list of country/nationality of the guest. Familiarize yourself with the spelling of most
common name.
3. Type of rooms
Being a Front Office staff, you should know all the room type, room size, features to assign the
guest.
4. Check in Airlines and Loyalty Programs
Knowing clearly about each program that hotel is applying. Check in with standard process and
explain the program information, the benefits the guest can get.
5. Lay out of hotel
Know the exact location of all guest rooms, conference and banquet rooms, food and beverage
outlet, location of all other facilities and location of emergency exit.
6. Secure payment
a. Cash payment:
Calculate minimum deposit (room night x 1,5)
Explain amount to the guest
Establish currency: inform guest what type of currency the hotel accepts
Obtain payment: ask for deposit, count it slowly in front of the guest
Post deposit and continue with check in process
b. Credit Card
For this type of payment you also must know what type of credit card that hotel accepts. Know
how to operate the credit card machine.
Establish which credit card by asking: “with which credit card would you like to settle
your account Mrs. Hien?”
Obtain authorization: Sliding through the EDC machine or taking an imprint. Pay
attention to the guest name shown on the machine, signature and expiry date.
Process the authorization: Putting the detail in PMS System and continue check in
process
c. Voucher payment
You should know which voucher payment your hotel accepts.
Establish voucher: “May I have your voucher please?”
Verify voucher: Checking all the voucher details
Obtain payment for incidentals and continue check in process
d. City Ledger payment:
Verify the city ledger payment by confirming the billing instruction to the guest
Obtain payment for incidentals and continue check in process
7. VIP Arrival
Know the VIP: by checking the daily VIP report
Block the room: Select the room reflecting the guest’s requirement. Should be done in
advance
Inform department: Follow the hotel procedure minimum to HSKP and Room Service
Prepare check in: Print the registration card and prepare keycard
Notify manager: follow hotel policy
8. Group Arrival:
Know the group details: as minimum you should have information of Rooming List,
Arrival Time, VIPs, room type, special requirements, group arrive together or
individually, group leader name…
Block the rooms: Follow the reservation block the rooms and inform HSKP
Prepare check in: Print registration card and prepare key cards
Check in: Follow instructions of Supervisor. Contact detail with group leader.
9. Walk-in: 10 steps
Step 1: Welcome the guest
Eye contact: the guest know that you noticed them
Smile and greet the guest: make the guest feel welcomed
Use the guest name: make the guest feel recognized when they return “Good morning
Mrs. Hien, welcome back to Conifer Boutique Hotel”
Step 2: Welcome the guest when you are busy
Acknowledge the guest by eye contact and smile to show that you have seen the guest. When
you can attend to the guest, thank them for waiting.
Step 3: Establish dates of stay
By asking the guest: Departure date, number of room, person and input data in the system.
Step 4: Establish guest name
By saying “Have you ever stayed with us before or May I know your name please?” And check
whether it is repeated guests.
Step 5: Repeat requirements
Briefly repeat all the guest requirements
Step 6: Establish room requirements and confirm availability
Mention the different room types to create the opportunity to up-sell
Step 7: No availability
Check with supervisor before refusing and offer alternative, check availability at some other
hotel around and inform guest: “Unfortunately, Mrs. Hien, we do not have room available for
today but the hotel near here still has room available”.
Step 8: Ask for the booking
By offering to check in the guest to close the sale and get the commitment from the guest for the
room and room rate “Would you like to check in now?”
Step 9: Complete check in process with standard
Issuing the key
Pointing the room number
Wishing the guest a pleasant stay
Step 10: Paper work
By marking the registration card as a walk in and you can request the business card to help Sales
Department to set up a new account.
