Arrival & Welcome
• Smile and greet the guest accordingly, i.e., Good Morning/Afternoon/Evening,
and wish her/him/them a warm welcome to the hotel.
• Ask for and confirm the guest’s name.
• Retrieve the pre-printed hotel Registration Card(s) and ask the guest(s) to fill it up
with all their complete details, a signature is always mandatory as it is imperative
that the guest’s signature is obtained unless instructed otherwise by the General
Manager or Deputy General Manager.
Registration card check-in
• The information to be mentioned by the guest on the Registration Card include
the following :
1. Full name
2. Address (private/professional)
3. Passport number, place of issue, dates of issue and expiry
4. Departure date and expected check-out time
5. Mode of payment
• Make a copy of the passport main page and the valid visa
• While the guest is filling up the Registration Card, retrieve the guest’s reservation
in the computer.
• Confirm the following points with the guest:
Computer registration
• Register the required guest information in the computer, assign the room and
issue the key/card to the guest.
• Never communicate the room number aloud in order to avoid anybody else in the
Lobby Area knowing about it and preserve the guest’s privacy and security,
especially in the case of a female guest.
• Place the key/card in the key/card holder, etc..., along with the reserved and/or
assigned room number.
• Finally reconfirm the departure date and eventually the room rate, hand over the
key holder to the guest and wish her/him/them a pleasant stays if someone other
than you is escorting her/him/them to her/his/their room(s) after having introduced
the escorting person.
Room processing
• Systematically provide the guest(s) with Bell Service.
• The escorting GSA shall familiarise the guest with the hotel facilities while
directing the guest to the lift area and/or processing to the guest’s room.
Group Check In
The Reservations Department shall obtain an updated room list prior to the
group’s arrival (the rooming list issuing period limit is to be discussed between
both parties) mentioning the following points :
1. Sharing parties
2. Room allocations & reservations
3. Accommodation requests & specifications
• The Front Office Reception will be communicated the aforementioned information
and will open the related Group Master Folio and allocate the reserved rooms as
per the updated rooming list :
1. All the specific requests are to be clearly identified and passed to the concerned
Departments as the Group/Tour Co-ordinator shall arrange the check-in venue
and inform the concerned Travel Agent prior to the arrival date
2. All the necessary keys are to be pre-arranged, placed into the convenient key
holder and marked with the corresponding room number(s). The complete set is
to be handed to the Tour Leader with a copy of the room list
• The luggage arrangements are to be performed accordingly and as soon as
requested by the Tour Leader. The manpower for this very specific operation is to
be appropriately organised, possibly in co-ordination with other Rooms Division
Sections.
• In order to record and update the related computer data files, once the complete
group check-in has been completed the Tour Co-ordinator shall provide the Front
Office Reception with the following information:
1. Meal time / venue
2. Wake up call time
3. Luggage collection and departure times
4. Specific billing instructions
• The distribution to the concerned Departments is to be performed correctly.
Thanks for spending your time to read articles. Please have a good day and stay safe.
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