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SOP 2 Check in Regular Guest

This document outlines the standard operating procedure for checking in regular guests at a hotel front desk. It details the steps reception staff should take which include: verifying the room is ready, greeting the guest warmly, collecting guest information and payment details, discussing amenities like dining reservations, taking the guest's signature on the registration card, providing the room number and key, and completing check-in in the system. The goal is to ensure a smooth and welcoming check-in experience for guests.

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Mandeep Kaur
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3K views5 pages

SOP 2 Check in Regular Guest

This document outlines the standard operating procedure for checking in regular guests at a hotel front desk. It details the steps reception staff should take which include: verifying the room is ready, greeting the guest warmly, collecting guest information and payment details, discussing amenities like dining reservations, taking the guest's signature on the registration card, providing the room number and key, and completing check-in in the system. The goal is to ensure a smooth and welcoming check-in experience for guests.

Uploaded by

Mandeep Kaur
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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STANDARD OPERATING PROCEDURE

Task:

CHECK IN (REGULAR GUEST)

Made On: 20/06/2016

Department: Front Office

Updated On:23/07/2016

Section: Reception

Updated By: Mandeep Kaur


PURPOSE

To ensure that the guest is welcomed to the hotel as per the hotel
service standards, all relevant details are collected and that the
guest feels welcomed and important.

PROCEDURE
Prior to the guests arrival at the hotel the following must be done

Room allocated as per guest profile / preference.

Status of the room checked and if dirty, Housekeeping Desk informed


about guests arrival.

Registration card (Check if there is any Check in Alerts for


Messages/Parcels).

Same to be kept in the Check-in folder, along

with the room key & key card.

Welcome letter / GM card to be also kept in the check-in folder.

When the guest arrives at the reception counter the following has to be
done

Make eye contact within 30 seconds upon the guest approaching the
reception desk and welcome him/her to Amrapali Hotel. Greet the
guest with folded hands Good ____ Mr. /Ms. ____, Welcome to
Amrapali Hotel

If repeat guest (this can be seen from the system under the last
room column) if it has a room number, it means the guest has stayed
in the past. Welcome him/her back to Amrapali Hotel.

Good ____

Mr. /Ms. ____, Welcome back to Amrapali Hotel

At the desk confirm that you have the correct name (for a first time
guest). For a repeat guest, all efforts should be made to verify the
identity prior to his/her reaching the Reception desk, to make the
guest feel recognized and at home.

STANDARD OPERATING PROCEDURE

If wrong profile has been linked on Opera and on the registration


card, ask for the guests business card and link the correct profile
immediately. Apologize to the guest for the error, see what details
already exist on Opera for that guest and proceed with the check-in
accordingly. Ensure you read the Preferences / Profile Notes and
verify that the room allotted meets all the guests preferences.

Based on the Check-in Alerts if there are any messages or


envelopes/packages for the guest, these must be handed over at this
time.

Information to be taken from the guest at the reception counter

Follow the sequence outlined below to get the guest details for
check-in (in case of repeat guest, some details may already be
existing, in which case they can just be verified and signature taken)

Foreign Nationals Mr. Ortega may I request you for your Business
Card,

Passport,

and

Credit

Card.

(Post

checking

the

Billing

Instructions printed on the Reg Card).

Indian Nationals - Mr. Shah may I request you for your Business
Card and Credit Card. Also may I request you for any photo identity
like a driving license, Pan Card or Voters ID proof? (for first timers
only) (Post checking the Billing Instructions printed on the Reg
Card).

Business Card If the guest is not carrying his business card,


present the Reg. Card to the guest and request the guest to fill in his
address, phone number, email on the Reg Card.

Credit Card - Make a note of the complete number carefully along


with the date of expiry. Also verify that the name on the card is the
same as that of the guest checking in.

If the guest is settling by

Credit Card, the same has to be verified at the time of Check In for
ALL GUESTS even if the card number is featuring on the Reg Card.

Photo identity- Take a photocopy of the same and attach it to the


registration card at a later stage.

Passport - (in case of Foreign Nationals or NRIs / Indians based


abroad) Make a note of the Passport number, Place of Issue, Date of
Issue, Date of Expiry and Date of Birth. Then return the same to the
guest along with the credit card.

STANDARD OPERATING PROCEDURE

Visa- (This is in the passport itself) (in case of Foreign Nationals or


NRIs / Indians based abroad) Make a note of the Visa number, Place
of Issue and Date of Issue and Date of expiry, Type of Visa.

Diplomatic Passport In case of a Diplomatic passport, please take a


photocopy.

If the guest does not have a credit card then ask the guest How
would you like to settle your bill at the time of check out?

If the guest says cash- Ask the guest for an advance deposit. May I
request you for an advance payment of Rs. ____ It must be
equivalent to the (Room rate + Taxes + Rs. 5000) * the No. of Nights.
(If the guest is an Indian national then for any payments that are
accepted in excess of Rs. 25,000, a photocopy of his pan card/ Form
60 is required.)

If the guest is on a part settlement via a Travel agent voucher/


company billing letter/ advance payment- Ask for the mode of
settlement for the extras. It could either be cash or credit card.
Mr. / Ms. ____ your ____ would be taken care of by your company/
travel agent/ advance payment. How would you like to settle your
incidentals?

As part of the check in formality the FOA informs the guest of an


amount that will be blocked on the credit card Sir/Maam, we will be
blocking an amount towards your stay and incidentals on your credit
card ". If the guest inquires why incidentals, please say " It is an
advance and the balance will be refunded to you upon check out"
While making note of these details ask the guest the following

Amrapali Privilege - Are you a member of our Amrapali Privilege If


yes, make a note of the membership number and expiry date on the
reg card. Explain benefits relevant to the Tier that the guest is a
member of. If the guest is not a member of Amrapali Privilege,
membership

benefits

are

promptly

promoted,

membership

encouraged and enrollment form provided.

Smoking / Non Smoking If the guest preference for the same is not
ascertained at the reservation stage, the same to be checked upon
check in. Mr. Ortega would you prefer a smoking or Non smoking
room.

STANDARD OPERATING PROCEDURE

Dinner Reservations Sir we have the following dining options


____ would you like me to make a lunch/dinner reservation for
you. For late night arrivals (post 2345 hours offer to make
reservations for the next day. Also inform the guest about the 24
hour in room dining facility available.)

Children - If the guest is traveling with children, ascertain the


childrens name and check with the guest if there are any special
requirements.

Mr.

Ortega

would

there

be

any

special

requirements for your children. PLEASE BEAR IN MIND THE CHILD


POLICY.

Newspaper preference

Indian Nationals: Mr. Shah, would have any preference of Indian


newspapers, we have TOI, ET. Which one would you prefer. Make

note of the requirements in the bottom left corner of the reg card.
If the Newspaper preference is already mentioned on the Reg.
Card the same has to be reconfirmed. Mr. Shah we have your
preference of newspapers as TOI and ET, would that be correct.

Departure date and time - Verify the same with the guest. Sir
you would be staying with us till the 25th of March. If the guest
confirms the same verify departure time. And on the 25th till
what time would you like to keep your room. Always try and get
the departure time / flight of the guest. (See late check out SOP
for check outs post 1200hrs)

Coming from and Going to Ask the guest from where is he


coming and where would he be proceeding to. Sir would you be
coming from XXXXX and where would you be heading to next.

Room rate and category - Verify the same with the guest (For a
travel agent reservation the room rate is never disclosed) Mr. ____,
you are booked for a ___ room (mention the category) at the rate of
___ plus taxes. Any value additions if any. Will be printed on the Reg

Card. Your rate is inclusive of ____


Guest signature - Offer the reg card to the guest and point out the
place where he needs to sign. Standard hotel pen to be offered for

the same.
Room number - Inform the guest his room number and location
whilst you point out the number written on the key jacket. Your

STANDARD OPERATING PROCEDURE


room number is ____. It is located on the ____ floor. The elevators are

to the right. Point out to the right. Hand over the key to the guest.
Offer the guest baggage service, if you notice bags with the guest.
Offer further assistance & wish the guest a pleasant stay.

Post check in the following must be done

Show the check in on the system.


Make reservations for the restaurant if any.
The employee who takes the check in must sign the registration
card (on the reverse). Incase the guest was escorted to the room
write the name of the employee who escorted the guest.

At the time of MIGD Take an OLA (Online authorization) on the credit


card of the appropriate amount i.e. the (Room rate + tax + Rs. 5000) *
number of room nights. Post taking the OLA updates the Cashier
comments and Cashier Alert. OLA taken Rs.xxxxxx. App Code:_______.CC
number and Expiry Date.

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