Introduction:

Process Street - Hotel Check In Procedure Template

''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:

  • Greet Guest
  • Determine Availability 
  • Registrations Process 
  • Collaborate Information
  • Enter Details 
  • Confirm Details 
  • VIP Guests 
  • Confirm Baggage 
  • Assign Mode of Settlement 
  • Advanced Payment 
  • Assign Room and Provide Keys 
  • Wish the Guest an Enjoyable Stay  

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 successespecially 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.

Record Checklist details

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.

Greet Guest:

Consider VIP guests

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.

Provide a friendly greeting

Check off the task from the subtasks form field once it has been completed to move on in the process.

  • 1
    Greet the guest, for example, 'good morning', 'good afternoon', 'good evening'

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.

See Process Street's Training Hotel Employees Template.

Enquire about reservation

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.

  • 1
    Ask if the guest has a reservation

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. 

Determine Availability:

Check room availability

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.

Suggest alternatives

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. 

  • 1
    If there are no rooms available, politely apologize to the guest and suggest alternatives for their stay

Maintain excellent customer service at all times to represent and promote your hotel brand even to non-customers.

Registration Process:

Gather information from the guest

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.

  • 1
    Surname
  • 2
    Forename
  • 3
    D.O.B
  • 4
    Company (if needed)
  • 5
    Passport number
  • 6
    Designation
  • 7
    Nationality
  • 8
    Permanent address
  • 9
    Date of arrival
  • 10
    Proceeding to
  • 11
    Date of departure
  • 12
    Credit card number
  • 13
    Date of issue
  • 14
    Place of issue

Consider any additional information needed specific to your hotel business.

Collaborate Information:

Collaborate information to determine guest room preferences

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.

  • 1
    Number of adults
  • 2
    Number of children
  • 3
    Number of OAP's
  • 4
    Number of nights staying
  • 5
    Number of rooms required
  • 6
    Room types required
  • 7
    Room configurations wanted
  • 8
    Room designation as smoking or non-smoking
  • 9
    Bed numbers per room
  • 10
    Bed types in the room

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.

Check the availability of rooms

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.

  • 1
    Based on room preferences, determine the availability of the required rooms
  • 2
    Provide guest with room options

Enter Details:

Allocate room

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.

  • 1
    Room number
  • 2
    Number of person staying
  • 3
    Number of adults staying
  • 4
    Number of children staying
  • 5
    Number of OAP's staying
  • 6
    Room rate
  • 7
    Billing Inst
  • 8
    Billing to
  • 9
    Passport number of billing to
  • 10
    Booked by

Consider additional information needed for your hotel business,

Confirm details:

Confirm details of pre-booked guest

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. 

Confirm registration details
  • 1
    Surname
  • 2
    Forename
  • 3
    D.O.B
  • 4
    Company (if appropriate)
  • 5
    Passport number, date of issue , place of issue
  • 6
    Designation
  • 7
    Nationality
  • 8
    Permanent address
  • 9
    Date of arrival
  • 10
    Arriving from
  • 11
    Proceeding to
  • 12
    Date of departure
  • 13
    Credit card number
  • 14
    Registration certificate
  • 15
    Date of issue
  • 16
    Place of issue
Confirm details of room allocated
  • 1
    Room number
  • 2
    Number of persons staying
  • 3
    Number of persons to each room
  • 4
    Number of adults
  • 5
    Number of Children
  • 6
    Number of OAP's
  • 7
    Number of nights staying
  • 8
    Room type
  • 9
    Room configuration
  • 10
    Room designation as smoking or non-smoking
  • 11
    Number of beds per room
  • 12
    Number of each bed type per room, e.g. single, double, king
  • 13
    Room rate

Consider additional information needed for your hotel business.

Confirm payment with pre-booked guest

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.

VIP guests:

Arrange for pick up

  • 1
    Inform relevant staff members of VIP guests arrival date and time
  • 2
    Make sure the VIP guest pickup has been arranged

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. 

Provide a friendly greeting on VIP's arrival

  • 1
    Greet the guest, for example, 'good morning', 'good afternoon' and 'good evening'

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.

See Process Street's Training Hotel Employees Template.

Fill VIP guest details

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.

  • 1
    Full name
  • 2
    Arrival time and date
  • 3
    Pre-allocated room number
  • 4
    D.O.B
  • 5
    Company (if appropriate)
  • 6
    Passport number, date of issue, place of issue
  • 7
    Designation
  • 8
    Nationality
  • 9
    Permanent address
  • 10
    Date of departure
  • 11
    Room number
  • 12
    Number of persons

Many hotels obtain the above information from VIP clients over a welcome drink. 

Consider additional information needed for your hotel business.

Deal with luggage appropriately

  • 1
    Make sure luggage is taken up to VIP's guest's room

Taking the guests luggage to their room is helpful, and provides the excellent customer service they seak.

Confirm baggage:

Confirm baggage type

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.

Label baggage

  • 1
    Obtain authorization from the lobby manager
  • 2
    Stamp registration form as 'Scanty Baggage'
  • 3
    Arrange for advanced payment to be made

By communicating that the guest carries hand luggage only to relevant staff members, it reduces the likelihood of issues occurring during the guests stay. 

Assign mode of settlement:

Determine whether the guest wants to pay in advance

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.

Determine the mode of settlement

  • 1
    Determine how the guest will want to pay on checkout

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.

Advanced Payment:

Settle advanced payments

  • 1
    Determine guests preferred payment method
  • 2
    Confirm payment has been made

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.

Assign Room and Provide Keys:

Provide room card/keys/code

  • 1
    Room card/keys/code has been provided
  • 2
    An appropriate number of room keys/cards/codes has been provided for each room
  • 3
    Make sure to record the number of room keys/cards which have been provided, to ensure they are returned during the check-out process.

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.

Wish the Guest an Enjoyable Stay:

Wish the guest an enjoyable day

  • 1
    Confirm booking information
  • 2
    Wish the guest an enjoyable stay

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. 

Sources:

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