HOTELIER LIFE

CHECK-IN

Check-in is the process where the guest announces his/her arrival at the hotel, it also can be described as the process of guest registration at the reception desk. Generally, all hotels follow standard check-in & check-out time. i.e. 24 hrs. (12 to 12noon).

Reception is a place where the guest’s first interaction begins with the hotel so reception staff has to make sure to create a good impression during the check-in process. The reception has to follow the hotel’s standard operating procedure. Therefore whenever a guest arrives at the hotel, the reception staff welcomes the guest with a pleasant smile.

Some hotels provide express check-in facilities in order to avoid long queues at the reception desk.

The various necessary formalities during the check-in process are to be done when the guest arrives at the hotel.

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The check-in procedure involves the followings steps:

• Welcome the guest with a warm and sincere smile.
• Request for the last name, first name, or reservation confirmation number of the guest for the check-in process.
• If any VIP Guest on arrival.
• If walk-in guests arrive need to check the availability.
• Check if any scanty baggage.
• After confirmation, the next process is guest registration so need to print a registration card.

• Complete the registration process by filling in details of an arrival guest
  1. Surname
  2. First  name
  3. Contact details
  4. Address (collect business card if he/ she provides)
  5. Collect identity proof
  6. Arrival date
  7. Departure date, note down if the guest mentions the timing
  8. Room rate
  9. Room type
  10. Room number(ask for preference but as per the room availability)
  11. Block the room
  12. Mode of payment
  13. Billing instruction

• Collect the passport if the guest is of foreign nationality and needs to fill in the details
  1. Passport Number
  2. Nationality
  3. Date of birth
  4. Issue date of passport
  5. Expire date of Passport
  6. Passport place of issue
  7. Visa Number
  8. Issue date of the visa
  9. The Expiry date of the visa
  10. Visa place of issue
  11. Visa type
  12. Purpose of stay
  13. Arrived from which place and proceeding to which place
  14. Scan or make a photocopy of the passport, attach it with the registration card, and hand over the passport to the guest
  15. Need to submit a detailed report of foreign nationalities to the local police station

• Take the signature of the guest on the registration card.
• Need to collect advance payment (done for security purposes) can be collected in cash or card as per the guest’s preference.
• Issue a receipt to the guest for the advance payment.
• Register the payment record in the guest ledger.
• If the booking is done through a travel agent or corporate no need to collect advance payment and never disclose the room rate.
• Before assigning the room key to the guest need to make sure the room is clean, ready and inspected
• Assign the guest room and allocate a room key.
• Updating about the meal plan.
• Need to inform the guest about all the facilities and services which are available in the hotel.
• Note down if the guest requested a wake-up call.
• Update all the necessary details of the guest in the system.
• Filing the registration card.

Check-in procedures for group

This kind of guest generally comes in a group, they might visit the hotel for various reasons i.e. business trips or seminars, airline crew members or passengers of canceled flights, families coming for vacation, wedding group, etc. So groups have one organizer who takes care of the check-in procedure to avoid mess and large gatherings at the reception desk.

• The room needs to block in advance before guest arrival.
• Welcome cards and bouquets are kept in a room.
• Welcome drinks provide on arrival.
• The registration card is handover to the organizer who distributes it to all guests.
• If any VIP guest is in the group then the Duty Manager or Front Office Manager takes care of the check-in process.
• Sometimes to avoid delay guest registration may occur in the room as a guest may be tired from a long journey.

CHECK-OUT

The check-out process is where the guest announces his/her departure from a guest room of a hotel. The word check-out normally refers to the departure or vacating of the room from the hotel.

The check-out process includes settling and clearing the bill for the guest and collecting guest feedback. Some hotels provide express check-out facilities also in order to avoid long queues at the reception desk. There are various necessary formalities during the check-out process to be done. The check-out peak hours start from 07:00 hrs. (7 am) to 12:00 hrs. (12 pm).

The check-in procedure involves the followings steps:

• Greet guests with a pleasant smite.
• Address the guest by his last name.
• Confirm with the guest about his intention to check out.
• Ask the guest about his stay.
• Collect the room key.
• Request for the room number.
• Confirm the departure date with the guest.
• Update the housekeeping and room service department about the guest check-out.
• Inquire about any additional charges or last minutes consumption.
• If any late check-out needs to update about the charges to the guest.
• Need to check if any special request for not charging for late check-out from management.
• Prepare the guest folio and present the bill in front of the guest for verification.
• Once verified acknowledge the mode of payment.
• If the bill is to the company need to check and verify .i.e. the company will be paying all the charges or only room and extras need to be collected from the guest.
• Collect the final payment and settle the bill.
• Present the final bill for the guest’s signature.
• Inquire with the guest if any additional future reservation.
• All the bills, receipts, folios, and all necessary documents are kept in a separate file.
• Updating the room status.
• Request guests to fill the feedback form.
• Check with the guest if he requested or he required any arrangement for the transportation.
• Leave guests with a good last impression.
• Notify all the concerned departments that the guest has been departed and the room is vacant.

Check-out procedures for group

The check-out of a group should be well planned in advance and need to organize the process systematically. There shouldn’t be any delay or no panic and confusion during the check-out process of a group. The most organizer will be settling the bill of the group during the departure.

• Need to make a list of a room number
• Bills need to be ready in advance
• All the outstanding charges and last minute consumption must be added in a bill and the final bill should ready for verification.
• The group organizer will verify all the bills of a group.
• Present the final bill for signature.
• If the bill is to travel agent then need to send those bills to an agent for the payment.
• Settling the bill.
• Group folio are kept in a separate file.