''Hospitality is a Peoples First Business''
''Hospitality is a Peoples First Business''
Process Street's Hotel Check In Procedure Template has been specifically designed to work as a guide for the front of office staff, to standardize the check in process, making the process consistently efficient.
The Hotel Check In Procedure Template template has organized the hotel check in process to a series of steps outlined below:
At the beginning of this checklist, you will be presented with a set of specialized questions designed to make sure the hotel check in process runs smoothly. The questions are given as sub checklists, short answers, or yes/no drop-down menus. Certain questions have been conditioned to guide you through the correct process path for the specific circumstance.
The Hotel Check In Procedure Template considers different categories for each guest, to infer a guest 'type'. Guest 'types' are labeled as 'pre-booked guests', 'walk-in guests' and 'VIP guests'appropriately.
Selecting a specific guest 'type' will present subsequent conditional steps constructed to ensure proper actions are taken depending on whether the guests have pre-booked or not, or are considered VIP.
Other conditional steps, such as whether the guest wants to pay in advance, or whether the guests carry hand luggage only, have also been integrated into the Hotel Check In Procedure Template.
Therefore the Hotel Check In Procedure Template template is a dynamic, standardized guide. Process standardization as such guarantees quality, improves clarity and boosts employee morale.
What can be considered as of most importance is the benefit standardization has towards achieving faster and more efficient customer service.
The hotel industry is considered a 'peoples first business', therefore customer service is vitally important for success, especially in the current climate with an increased demand for improved and superior customer experiences. In 2019, 86% of customers were willing to pay more for better customer experiences.
By implementing Process Street's Hotel Check In Procedure Template, you will reap the above benefits by ensuring your check in procedure is standardized.
See Process Street's Hotel Check Out Procedure Template.
In this Hotel Check In Procedure Template, you will be presented with the following form fields, for which you are required to populate with your own specific data. More information for each form field type is provided via linkage to our help pages:
Let's start by recording the hotel details, your details and the details of your supervisor or manager.
Firstly, you will need to consider whether or not the guest is a 'Very Important Person' (VIP). VIP guests will trigger a slightly different check in process than non-VIP guests. Selecting Yes or No from the dropdown form field will start the appropriate process.
Check off the task from the subtasks form field once it has been completed to move on in the process.
As the front of office staff, you are the guests first and the last point of contact. Ensuring excellent first impressions are vital upon the guest's arrival. To do this, front of office staff need to be excellent communicators, positive, patient and empathetic to ensure an outstanding customer experience. Big smiles provide a warm welcome and maintaining eye contact assures your full attention.
Whether the guest has reserved a space at the hotel or not is a conditional question. If the guest has not reserved a room at the hotel then they need to be registered. If the guest has reserved a room at the hotel, then pre-entered details need to be confirmed.
This is a conditional step. Select Yes or No from the dropdown form field and the appropriate process will begin.
With the rise of hotel booking sites and phone applications such as Hotel Tonight, booking in advance is becoming easier for guests. More and more last-minute advance bookings are becoming possible.
Before you can consider a room for a walk-in guest, you must ensure rooms are available. This should be the first step for walk-in guests to prevent time wastage.
This is a conditional step. Select 'Yes' or 'No' from the dropdown form field and the appropriate process will begin.
If there are no rooms for walk-in guests, then the check-in procedure has now ended. Kindly state no rooms are available, but provide advice and help, suggesting alternative places for the guest to stay.
Maintain excellent customer service at all times to represent and promote your hotel brand even to non-customers.
Obtain the required information for walk-in guests during the registration process. Check off the below information once it has been obtained from the guest.
The below information is a general standard and may not be specific to your hotel. Consider additional information needed specific to your hotel business.
Consider any additional information needed specific to your hotel business.
Make sure to consider a range of possible room options so you are fully transparent in respect to what your hotel has to offer. The below subtasks list general room differences to be considered. Please regard other room options specific to your hotel.
Guests have different preferences in regards to the rooms they want. Introducing choice and flexibility will give guests the freedom to design their hotel experience, providing better customer experiences. Providing good customer experiences is vital for your hotel's business success.
Consider room options specific to your hotel not included in the above.
Collaborate room preferences to draw up a list of optional rooms. Not all of these options will meet the entirety of the guest's preferences, but a compromise and best fit can be reached with discussion.
Once you have obtained the required details from the guest and ran through the possible room options, you then need to allocate the room most fitting to the guest's needs. Be sure to record all the needed information during this room allocation and checking in process.
Use the below subtasks as a guide to ensure important and relevant information is recorded when booking a guest into the Hotel. Make sure to add additional information needed specific to your hotel.
Consider additional information needed for your hotel business,
It is important to run through pre-booked information to make sure no details have been lost or incorrectly recorded. Use the below subtasks as a guide to ensure relevant and important information has been obtained. Run through this information with the guest to double check its accuracy.
The below is a general guide of information needed for checking a guest into the hotel. The information is not specific to a given hotel. Please consider any additional information specific for your hotel.
Consider additional information needed for your hotel business.
Some pre-booked guests might have paid in advance. This is a conditional step. If the guest has paid in advance upon booking, they will be passed through the relevant stages in this process, different from the stages required if the guest has not paid in advance.
Confirming the guest has paid in advance is a critical step, do so with care.
Some hotels will arrange pickups for VIP guests with advanced knowledge of their arrival. It is important to make sure the arrival date and time of the VIP guest are checked and confirmed. This will ensure planned pickups are on time.
Once the pick up has been arranged and confirmed, all relevant staff members need to be informed in advance of the VIP's arrival.
As the front of office staff, you are the guests first point of contact. Ensuring excellent first impressions is vital. To do this, front of office staff need to be excellent communicators, positive, patient and empathetic to ensure an outstanding customer experience.
It is important to obtain the required information for VIP guests during the registration process. Check off the below information once it has been obtained from the guest.
The below information is a general standard and may not be specific to your hotel. Consider additional information needed specific to your hotel business.
Many hotels obtain the above information from VIP clients over a welcome drink.
Consider additional information needed for your hotel business.
Taking the guests luggage to their room is helpful, and provides the excellent customer service they seak.
Guests with hand baggage only are deemed as a threat to leave the hotel without settling the bill, therefore advanced payment from such guests is needed. This is a conditional step that enforces advanced payment if the guest has hand luggage only.
By communicating that the guest carries hand luggage only to relevant staff members, it reduces the likelihood of issues occurring during the guests stay.
This is a conditional step. Selecting Yes or No from the dropdown menu will bring you to the appropriate next step in the process.
If advanced payment is an option, it is important to let the guests know this and provide them with the option to pay in advance.
Depending on how the guest would like to settle the bill will determine how you will process payment during the check out procedure. Making a note will create a swift check out procedure with this pre-knowledge.
Please see Process Street's Hotel Check Out Procedure Template.
Different guests will like to pay by different means. For example, some guests would like to settle the bill by a cash payment, others using a debit card. It is important to establish the guest's mode of payment in advance to avoid confusion durnig the check in procedure.
Keeping a record on the number of room keys handed out to guests will aid the process of obtaining all keys during the guest's check out.
Please see Process Street's Hotel Check Out Procedure Template.
The guest should be successfully checked into your hotel. The required details obtained, and the room allocated should meet the guest's requirements. It is important to run through the check in details one last time to confirm the booking information before wishing the guest and enjoyable stay.