Module 1- Welcome and Assist in Guest Check-in

Contents:

Introduction

Importance of registration

Pre-registration activities

Registration process

Formats and documents in registration

Post – registration activities

Room selling techniques

Front Office Management - SOPs

Summary

Introduction

Reception is the first section of the Front Office Department; guests come in contact
with, on their arrival in a hotel. It deals with the activities involved in the second stage
of Guest cycle: - Pre-registration, Registration and post-registration. .

The word reception is derived from receiving. Therefore this is the section where
guest is received, greeted and his requirement of the room along with his reservation
status is ascertained. Reception is located in the lobby at a place which is easily
accessible and is in view from the main entrance of the lobby. This section is
manned by a Receptionist.

The primary activities of Reception are: -

x Welcoming guests
x Identifying his reservation status
x To establish creditability of the
guest
x Registration
x Room allotment
x Issuing room key
x Source of information

ASSESSMENT

Q.1 List the primary duties of reception section in a hotel

IMPORTANCE OF REGISTRATION
Registration is an integral part of the guest cycle. It is mandatory by law that each
guest should be registered before a room is given to him. Registration is a process in
which guest fills the required details in a form or register and signs the document. It
is kind of contractual agreement between the guest and the hotel about the terms
and conditions of his stay including the rate and billing agreement.

The registration is important as it fulfils the following requirements:

x Legal requirement: First and foremost registration is a legal requirement. It is

binding by law that no accommodation can be allotted to a guest without
registering him. Hotel is bound to retain the record of registration for a
minimum period of three years.
 x Information and data: Registration process generates documents, information
and data about a guest which is useful in providing services, maintaining good
relationship with the guest and also as a tool for sales and marketing
department.

x Room rate agreement: It protects both the guest and the hotel in case of any
dispute regarding room rate or billing instructions. Chances of
miscommunication are minimized by the registration process.

x Empowerment: Guest is empowered to avail services of the hotel after the

registration. In many cases guest can also avail credit facility in different
points of sale of the hotel.

x Adherence to hotel rules: Through the registration agreement hotel can

ensure that the guest follows the rules and regulations as laid down by the
hotel. Registration process is an undertaking by the guest to this affect.

x Keep a track of Foreign Travellers: As the passport, visa details are taken
during the registration process and a form (C- form) is send to concerned
government authorities for all foreigner guests, it ensures that movement of
foreigners is tacked within the country which is essential from an internal
security view point.

ASSESSMENT
Q.1. Define Registration

Q.2. State True or False

(a) Registration is a mandatory legal requirement

(b) The form used to keep a track of foreigners is known as F form
(c) Room rate is not disclosed to the guest at the time of registration.
(d) Information and data is generated as part of the registration process.
PRE-REGISTRATION ACTIVITIES

To speed up the Check-in process,

pre-registration activities are
carried out in advance, that is,
before the arrival of the guests in
hotel. By guests, here, it is meant a
guest with confirmed reservation.
These are done by front desk
personnel. The pre-registration
activities are as follows:-

x The expected arrival list is

prepared daily. This list has
the details of the number
and names of expected
guests to arrive. This list
also has the guest’s time of
arrival, date of departure,
rooms requested,
reservation status, special requests and instructions.
x Room availability status for the day is calculated. This is done based on the
expected arrivals, departures and stay-over including factors like overstay
under stay, no-shows and out-of-order rooms. It helps the front desk in
deciding the number of walk-ins or last minute reservations to be accepted for
the day
x Amenity vouchers are prepared for arriving guests. These vouchers carry
instructions to provide various items in the guest rooms like- cookies, fruits,
flowers, etc. They are sent to housekeeping and food & beverage department
as the amenities must be placed prior to guest’s arrival.
x It is the task of the front office to co-ordinate with housekeeping department to
know the status of vacant rooms so that they may be allotted to the arrivals.
x Guest registration card (GRC) is pre-printed with available details and kept
aside to be presented to the guest at the time of arrival. The required
information can be taken from reservation form and guest history card. This
helps in taking a quick check-in as the guest just needs to verify the
information on GRC and sign to check-in.
x At times rooms may also be assigned during pre-registration according to the
availability, agreed upon rate during reservation and guest preferences.
 x Meal coupons for those guests who are on a plan where meals are included in
the room tariff are prepared in advance and handed over to the guest at the
time of check in.

ASSESSMENT
Fill in the blanks:

(a) GRC is ________________ as part of pre-registration activities.

(b) Housekeeping informs about the status of ________ rooms for allotment to
guests.
(c) _________________ Vouchers carry instructions to provide various items in
the guest rooms.
(d) The details of guests to arrive are found in the ______________ list.
(e) Expected arrivals, _____________ and ___________ help in preparing the
room availability status of the day.

REGISTRATION PROCESS
According to the foreigner’s act, 1946 and the registration of foreigner’s rules, 1992,
the innkeeper should keep the record of the guests staying in his premises in form- F
(of the registration of foreigner’s rules, 1992).

Registration is a formal legal contract whereby the hotel agrees to provide the guest
safe and secure accommodation with related services while the guest accepts to pay
for the same.

In this process, the front office personnel gather all pertinent information from the
guest on GRC at reception desk. It takes less time for a guest with confirmed
reservation to complete registration, provided the GRC is already filled as a pre-
registration activity. The guest just needs to verify the details and sign. For a walk-in
guest, it is a longer procedure, as the guest needs to fill in all details.

Registration process may be manual, semi-automated and fully automated.

MANUAL

It involves all paper work. Reservations are entered into loose leaf notebook or index
cards. Reservation information is placed on advance letting chart (ALC) or density
control chart (DCC) to know room availability. On arrival, guests fill in registration
card or book. Room is assigned using manual card replacement in room rack, which
also has colour coded flags indicating housekeeping status of rooms.

SEMI-AUTOMATED

Here, the hotel uses property management system (PMS) as well as paper
documentation as a double check. The PMS downloads and transfers reservations
from reservation software and shows the arrival list. All departments of the hotel can
access this PMS. All point of sale (POS) are connected with it to fill in guest folios.
Housekeeping updates the room status from its end to show lettability. It is a lot
easier for front desk personnel to retrieve information regarding both guests and
rooms. GRC are pre-filled for reserved guests which only needs verification.
Electronic room keys are made as soon as the check-in is showed in PMS and the
room status gets updated automatically from the front office end. The front desk
personnel need only to update new or amend information in the system if required. In
case, hotel is not using the computers than use of machines like type-writer, NCR
machine for billing, credit card imprinter, etc may also put the hotel system under the
category of semi-automated.

FULLY AUTOMATED

In fully automated registration

system the entire recordkeeping
is computer based. PMS itself
retrieves the guest reservation
from reservation software
through interface and
automatically quotes rates and
allots room according to a pre-
determined pattern. Its only for a
walk-in guest that front desk personnel feeds in the details. On-line credit card
authorization terminals are installed to enable front desk personnel receive timely
credit card approval. Registration data are stored in computer memory and can be
retrieved as and when necessary. Guest folios are maintained and accessed through
computer’s memory as well. Self-service terminals have enabled guests to have self
check-in and check-out.

STAGES IN REGISTRATION PROCESS

Identify the reservation status of guest

Get the registration records filled by guest or

verification of pre-filled GRC along with guest’s
signature to legalise the record

Room is assigned as per availability and guest preference along with the agreed
upon rate after deducting discounts if applicable

Mode of payment is noted for the settlement of bills, that is, cash/credit card/ travel
agent voucher, etc

Check-in process is completed and room key is issued

Identification of guest: - It is important, as the hotel is liable to provide room to

guests with confirmed reservation first. A walk-in guest will be offered a room only if
it is available.
Registration records: - Signature of guest on registration record after filling it or
verifying it legalises and completes it. Other hotel records like guest folio, arrival
notification slip, etc., are made on the basis of registration record. This record is
stored for minimum 3 years or as prescribed by the law of the state, so that
authorities can check it as and when required.

Room & rate assignment: - As a pre-registration activity, the front desk is ready
with a record of the rooms available with their detailed features and rate. A guest
with confirmed reservation is allotted room according to his/her preference based on
availability on the agreed upon rate, whereas, for a walk-in guest, up selling may be
done.

Mode of payment: - It helps in assessing the credibility of a guest. Hotel prefers to

be on the safe side by charging an advance amount which includes total room nights
and a substantial amount for incidental charges. This allows the guest to avail credit
facility in various Points of Sale. It may be cash/credit card/ travel agent voucher/ bill
to company. In case of credit card, front desk personnel block an amount on the card
as authorisation from the credit card company by swiping it. On check-out, the
required amount can be deducted as a sale from the authorised amount.

Check-in process and issuing room key:- Once all the above mentioned stages
are complete, the front desk personnel issues the room key to the guest. GRE is
asked to escort the guest to room and complete the rooming process, while the bell
boy is asked to carry the guest’s luggage to room. In case Guest Relation Executive
(GRE) is not available, bell boy does the entire job. It must be noted that the guest
must always be escorted.
Flow Chart – I
Check-in of a guest with confirmed reservation

Greet the guest according to the time of the day

Ask for the reservation code or confirmation

number

Retrieve guest reservation and verify status

Ask guest to verify pre-filled GRC and sign

Check GRC to ascertain if it is complete

Allot room as per guest preference and availability

Confirm whether the mode of payment for the settlement of bills remains the same
as mentioned during reservation and also check the advance paid

Assign room key

Ask GRE/bell boy to escort the guest and luggage to room

Wish the guest an enjoyable stay

Update front office records

Flow Chart – II
Check-in of a walk-in guest

Greet the guest according to the time of the day

Ask for the reservation status

Check for room availability

↙↘

If available if not available

↓ ↓

Ask for MOP and request for advance suggest alternatives

↓ ↙↘

Ask to fill up GRC and check if accepts if does not accept

to ascertain if it is complete ↓ ↓

↓ register the guest refuse politely

Allot room as per guest

preference and availability

Assign room key

Ask GRE/bell boy to escort the guest and luggage to room

Wish the guest an enjoyable stay

Update front office records

Flow Chart – III

Check-in of VIP guest

Arrange for pick-up from point of entry

Welcome traditionally on arrival in the hotel lobby. The FOM or GM should receive
the guest personally

Room is pre-allotted and In-room check-in is done

Bell boy takes the luggage to room

Update front office records

Flow Chart – IV

Check-in procedure in fully automated system

A guest with confirmed reservation goes to the self check-in terminal

Inputs the necessary information

Depending on the room availability, the terminal allots the room as per guest
preference or suggests alternatives

The guest accepts the allotment and swipes credit card

The terminal dispenses a receipt and issues the room key

The terminal updates the front office records and sends notifications to all concerned
departments
 Flow Chart – V

Check-in of foreigner guest

Greet the guest according to the time of the day

Ask for the reservation code or confirmation number

Retrieve guest reservation and verify status

Ask guest to verify pre-filled GRC and sign

Check GRC to ascertain if it is complete

Allot room as per guest preference and availability

Take passport of the guest and fill up form- C and check validity of passport and
visa.

Confirm whether the mode of payment for the settlement of bills remains the same
as mentioned during reservation and also check the advance paid

Assign room key

Ask GRE/bell boy to escort the guest and luggage to room

Wish the guest an enjoyable stay

Update front office records

ASSESSMENT

Q.1 Differentiate between manual and fully automated registration process

Q.2 Write the five stages of guest registration process.

Q.3 Draw the flow chart of check-in of a guest with confirmed reservation.

FORMATS AND DOCUMENTS USED IN THE

REGISTRATION PROCESS

x HARD-BOUND REGISTER:- Normally used in small hotels. All the pages are
bound into a thick book. It is used for a long time.

The advantages are-

ƒ All the records for the duration are available in a single book.
ƒ Wastage of paper is minimal.
ƒ No filing is required.

The disadvantages are-

ƒ Once misplaced, all the records for that entire duration are lost.
ƒ Only one guest can register at a time.
ƒ Queues are formed during peak season.
ƒ Guest information is accessible to all.
ƒ Pre-registration is not possible.
ƒ Very bulky and shabby.
 REGISTRATION BOOK

NAME ADDRESS PURPOSE NATIO PP DATE PLACE ROOM DATE DATE ROO GUES
OF NALITY NO. OF OF NO. OF OF M SIGN
VISIT ISSUE ISSUE ARR DEP RATE

x LOOSE-LEAF REGISTER: - In this the pages are not bound. One new page
is used every day.
The advantages are-
ƒ Privacy of guest information can be maintained to an extent.
ƒ In case a sheet is lost, only one day’s records are lost.
ƒ Convenient to hand over to guests to fill their details.

The disadvantages are-

ƒ The pages may be lost easily.

ƒ The space in the sheet goes waste if there is not enough number of
check-ins in a day.
ƒ Only one guest can register at a time.
ƒ Pre-registration is not possible.
ƒ Filing is required.

x GUEST REGISTRATION CARD:- These are individual registration cards

used by most hotels to overcome the problems of Hard-bound and Loose-leaf
register. These may be made in duplicate or triplicate. It is filled in by guests
on arrival to complete the legalisation of the process. T

The advantages are-

ƒ Many guests can register at the same time.
ƒ Privacy of guest’s information can be maintained.
ƒ Pre-registration is possible.
ƒ Presentable and aesthetic

The disadvantages are-

ƒ Relatively expensive.
ƒ Can get lost or misplaced, if not stored properly.
GUEST REGISTRATION CARD

NAME:
OCCUPATION: PAYMENT MODE:
NAME OF ORGANISATION & PASSPORT NO.:
ADDRESS:
DESIGNATION: DATE OF ISSUE:
RESIDENTIAL ADDRESS: PLACE OF ISSUE:
NATIONALITY: DATE OF BIRTH:
DATE OF ARRIVAL: TIME: DATE OF ARRIVAL IN COUNTRY (FOR
FOREIGN NATIONALS):
EXPECTED DATE OF DEPARTURE: PORT OF DISEMBARKATION (FOR
FOREIGN NATIONALS):
PURPOSE OF VISIT: NO. OF PERSONS:
ARRIVED FROM: MODE OF ROOM NO.:
TRAVEL:
NEXT DESTINATION: ROOM RATE:
THE MANAGEMENT IS NOT I HAVE GONE THROUGH THE TERMS
RESPONSIBLE FOR THE LOSS OF AND CONDITIONS OF MY STAY IN
GUEST VALUABLES. LOCKERS ARE THE HOTEL AND I AGREE TO ABIDE
AVAILABLE WITH THE CASHIER. BY THE SAME
RECEPTIONIST’S SIGNATURE GUEST SIGNATURE

x PASSPORT: - During the registration of a foreign national, passport is

checked as a proof of identity. A passport is a document issued by a
government to allow its citizens to travel abroad, requesting other
 governments to facilitate their passage and protection. No person can move
within a foreign territory without a valid passport.

PHOTOGRAPH
PASSPORT OF PASSPORT
HOLDER
ISSUING COUNTRY’S
NATIONAL EMBLEM

NAME:

SIGNATURE
SEX:

PLACE OF BIRTH:

DATE OF BIRTH:

NATIONALITY:
ISSUING COUNTRY’S NAME PASSPORT NO.:

DATE OF ISSUE:
PLACE OF ISSUE:

ISSUING AUTHORITIES’ SIGNATURE

& SEAL
FRONT COVER INSIDE DETAILS
 x VISA: - It is an endorsement on the passport, allowing the holder to enter the
territory of the issuing country for
specific purposes and for a specific
length of time.
x ROOMING LIST: - A list
prepared for groups and crews,
containing the names of the group
members and other relevant details.
x FORM F: - A document that has
all required information to be
maintained by the innkeeper for all
visitors arriving in the hotel.
x EXPECTED ARRIVAL LIST: - A list generated by the reservation section of
front office department, enlisting data of the guests expected to arrive on a
particular day.

EXPECTED ARRIVAL LIST

HOTEL ABC

DATE.......................
NAME NO. OF GUESTS TYPE OF NO. OF ARRIVAL REMARKS
ADULTS CHILD ROOM ROOM TIME
NIGHTS

ASSESSMENT
Q.1 List the advantages and disadvantages of bound book register.

Q.2 Draw the format of a guest registration card

Q.3 Match the following:

1. GRC : Nationality

2. Passport : Group

3. Form F : Privacy

4. Rooming List : Mandatory information

POST REGISTRATION ACTIVITIES

After checking in the guest, the front desk personnel updates room status
report, prepares arrival notification slips for all concerned departments,
creates guest folio and fills C-form (for foreigners) to send to concerned
authorities. The post-registration activities which are carried out after the
guest has proceeded to his room are as follows:

(g) Check-in of the guest in the PMS or computer system. This enables al other
departments to know about the check-in of a guest, his credit status and also
to activate all guest services for his benefit. In a manual system this objective
is achieved by sending arrival notification slips to different departments of the
hotel. The departments where arrival is notified are housekeeping, Laundry,
 Food and Beverage service, Telephone operator, Cashier, Information and
Bell desk.
(h) Opening of guest folio: The guest folio is opened by the front office cashier.
Any advance received from the guest is considered as the opening balance of
the folio.
(i) Preparing the arrival errand card : Bell desk prepares an arrival errand card
which has the details of luggage sent to the guest room.
(j) Updating the guest profile: The guest profile in the computer is updated on
the basis of any information given by the guest in the registration card. The
update may include guest address, passport details, credit card number, and
date of birth etc. for future usage.
(k) Updating the A & D register: Arrival and Departure register is updated for
every arrival and departure in a hotel Therefore, as part of post-registration
activity the arrival side of A&D register is updated by the receptionist.
(l) Preparing ‘C’ form: The C- form is a mandatory document which is prepared
for all foreigner guests and sent to FRRO (Foreigners regional registration
office) or Police commissioner’s office within 24 hours of a guest’s check-in.

FORM C: - It is mandatory for the hotel owner to send information about all
foreign guests in the format of form C to the nearest Foreigner’s Regional
Registration Office (FRRO) or to the Local Intelligence Unit (LIU) within 24
hours of the foreigner’s arrival. All foreign nationals except people holding
passport of Nepal and Bhutan are termed as foreigner in India. In case of
Pakistani, Bangladeshi and Chinese nationals, information should reach
within 12 hours to the nearest FRRO or LIU and local police station. This form
is prepared in duplicate and serial numbered. The duplicate copy is kept for
permanent records as specified by law.

C FORM

HOTEL ABC
FORM C
(RULE 14)
HOTEL ARRIVAL REPORT
(TO BE COMPLETED IN DUPLICATE)
SR. NO.:........................
DATE:.........................
NAME OF THE HOTEL:.................................................
NAME OF THE FOREIGN VISITOR:..................................
(IN FULL IN BLOCK CAPITALS, SURNAME FIRST)
NATIONALITY:...............................................................
PASSPORT NO.:................................................
DATE OF ISSUE:.................................................
PLACE OF ISSUE:...............................................
ADDRESS IN INDIA:...........................................................
............................................................
DATE OF ARRIVAL IN INDIA:........................................
ARRIVED FROM:.......................................................
WHETHER EMPLOYED IN INDIA: YES/NO
PROPOSED DURATION OF STAY IN INDIA:............................
PROPOSED DURATION OF STAY AT HOTEL:...........................
PROCEEDING TO:..............................................
REGISTRATION CERTIFICATE NO.:.............................................
DATE OF ISSUE:................................................
PLACE OF ISSUE:.................................................
MANAGER’S SIGNATURE

ASSESSMENT
Q. 1 Draw the format of C-form

Q.2 List any five activities of post registration stage

ROOM SELLING TECHNIQUES

Front office staff must be good sales persons. Selling of guest rooms require the
front office personnel to convince the guest of the value of renting a hotel room. He
needs to create guest acceptance of the hotel’s rooms, facilities and services. He
must make efforts to convince the guest to rent rooms of higher category than
standard rate accommodation. The front office personnel must know how and when
to sale from the guest’s perspective. Offering guestroom options is the key to this
and it requires much thought and planning. Front desk staff gets up selling
opportunity with walk-in guests. This can be done by describing the hotel’s facilities
in a positive manner. Listen carefully to all guest’s requirements for a comfortable
stay and then offer packages which include higher category room and several
services. Such package may be priced substantially higher than what the guest was
looking to pay for, but all services together described positively generally changes
the mind of the guest as he/she would anyway had to avail them separately.
Moreover, the fact that the guest will not have to search for these facilities on his/her
own becomes a matter of great relief. Offering discounts during off-season and on
bulk bookings are also effective room selling techniques.

ASSESSMENT
Match the following:
 1. Walk-in guest : Bouquet of services
2. Receptionist : Discount
3. Off-season : Salesman
4. Package : Up selling

SUMMARY

Reception is a section of front office department which is responsible for receiving

the guest, registering him and issuing the room keys. Reception, generally, is the
first point of contact, once; the guest physically arrives in the hotel. Registration
process which is carried out by the reception desk is that part of guest check-in when
guest fills the required details in a card or register and signs it. It is similar to signing
of a contract. Registering a guest is a legal requirement which is mandatory as per
the law of the country. Registration process also includes some preparatory activities
and some activities which are completed after the guest goes to his room. These
activities are known as pre-registration and post-registration activities respectively.
As the primary responsibility of reception is selling of rooms, therefore, it is pertinent
that front office staff at the reception desk possess good salesmanship qualities.

PRACTICAL ACTIVITY
Activity I: Draw neat formats of Guest registration card and ‘C’ form on a
chart paper.
Activity II: In groups of 2 students, prepare a role play on the following
situations and enact it in front of the class. The flow charts given in the
lesson should act as the reference material for writing the role play. The
students of the class should act as observers on the exercise:
(a) Check in of a guest with reservation
(b) Check-in of a walk in guest
(c) Check-in of a guest holding a foreign passport
(d) Check in of VIP guest
 Front Office Management - SOPs

In any business organization, common procedures occur in sequence. They are linear. In
addition, some procedures also repeat over a time. The organization needs to find out such
linear and repeating procedures to compile them into sets of Standard Operating Procedures
(SOPs).

These procedures when compiled step by step, can prove to be an excellent learning material for
training the newly joined staff in a short period of time.

Let us learn about a few SOPs followed in the front office department.

SOP for Handling Guest Luggage

This is a procedure followed by the bell desk staff at the time of the guest’s arrival and departure.
It goes as follows −

Handling Luggage on Guest Arrival

As a bellboy look for the new arrival of guest.

The guest vehicle stops at the hotel entrance.
Go ahead and open the vehicle door.
Greet the guest as, "Welcome to (hotel_name), I am (own_name). Do you need any help with
your luggage?"
Help the elderly/disables guests to get out of the vehicle if required.
Take the luggage in charge and ensure that nothing is left in the vehicle.
Ask the guest’s name politely as, "May I know your name Sir/Madam?"
Tag the luggage with the guest name.
Ask if anything fragile or perishable is in the luggage.
Add this information on the luggage tag.
Inform the guest that their luggage is with you.
Escort the guest to the hotel reception.
Inform the guest that you will be taking care of their luggage.
With the other front office staff, find out the accommodation number allotted to the guest.
Write the accommodation number on the luggage tag.
Confirm if the guest registration formality is complete.
If the room is ready, take the luggage to the room by the staff elevator.
Place the luggage on the luggage rack.
If the room is not ready, then take the luggage to the store room.
Record the luggage details into the Daily Luggage Register.
Handling Luggage on Guest Departure

Inform the guest that you are going to guest’s accommodation to collect the luggage.

Have an informal conversation with the guest as, "Mr./Ms. (Guest_Name), I hope you
enjoyed your stay with us. Do you need an airport transport?"

Collect the luggage from the guest room.

If the guest needs to store the luggage for long term, tag the luggage with the guest
name, accommodation number, date and time of collection, contact number, and receive
the guest’s signature on long-term luggage request form.

Ensure with the guest that nothing perishable is there in the luggage.

Store the luggage on the designated departure area.

If the guest is leaving the hotel immediately after check-out, then bring the luggage to
the lobby.

If a transport vehicle is ready to go then place the luggage in the vehicle.

Request the guest to verify the loaded luggage.

Update the departure luggage movement on the Daily Luggage movement register.

SOP for Handling Reservation Request

The SOP goes as follows −

Pick up the incoming call in three rings.

Greet the guest in the audible voice, introduce yourself, and ask how you can help the
guest as, “Good (morning/evening), this is Mr./Ms. own_name, how may I help you?”
 Wait for the guest to respond.

The guests say that he/she needs an accommodation in your hotel.

Tell the guest that it’s your pleasure.

Take a new reservation form.

Inform the guest about the types of accommodations in your hotel and their respective
charges.

Ask for the guest’s name, contact number, and type of accommodation the guest wants.

Ask for the guest’s dates of arrival and departure.

Check for availability of the accommodation during those dates.

Briefly describe the amenities the hotel provides to its guests.

If the accommodation is available, inform the guest.

If exactly the same kind of accommodation is not available, ask the guest if he/she
would care for another type of accommodation.

Note down the guest’s requirements related to the accommodation.

Ask the guest if an airport pickup/drop service is required.

Ask how the guest would settle the bill: by cash, credit, or direct billing.

If the guest prefers by cash or by card, then insist to pay the part of cash in advance
against booking charges or credit card details of the guest.

Inform about reservation with the guest name, contact number, accommodation type
required, payment method, and confirmation number.

Conclude the conversation as, “Thank you for calling hotel_name, have a nice day!”

SOP for Guest Check-in

The SOP goes as follows −

Upon the guest’s arrival, greet the guest.
Ask the guest for his/her name politely.
Search the reservation record in the PMS.
Generate and print a registration card.
Handover a GRC to the guest for verifying printed details.
Request the guest to show the ID card from an authorized institute.
Request to show passport and visa in case of foreigner guest.
Request the guest to fill in the following details on the GRC −
Salutation
Designation
Organization
Business or Residence Address with City and ZIP Code
Purpose of Visit
Contact Number in case of Emergency
Passport Details
 Visa Details

Inform the guest about any early/late check-out policies.

Request the guest to sign on the GRC.
Counter-sign the GRC.
Update the details on the guest record.
Create a guest account.
Prepare copies of driving license/passport and visa.
Attach them to the GRC and file the entire set.

SOP for Handling Wake up Calls

There are manual and automatic wakeup calls.

Handling Wakeup Call Manually

The guest can request for a wakeup call at the front office directly or by calling from
his/her own accommodation.

Ask the guest for a wake-up time and any immediate special request after getting up.

Open the Wakeup Call Register and enter the following information −

Salutation

Guest Name

Accommodation number

Wakeup date

Wakeup time

Any Special immediate request such as tea/coffee, etc.

Conclude the conversation by greeting the guest again.

Pass the special request for tea/coffee to the room service staff.

At the time of wakeup call, follow the given steps −

Confirm the current time.

Call the guest’s accommodation number on telephone.

Greet the guest as per the time and inform about the current time and the
progress on guest’s special request.

Handling Wakeup Call Automatically

Most hotels facilitate their guests to set automatic wakeup call using their phones or televisions.
The housekeeper must ensure that the printed instructions about setting an automatic call are
kept handy and visible.

The guest can set automatic call which is notified at the PBX system and the PMS system. Even if
the guest has set up an automatic call, it is the responsibility of the front office staff to give a
manual wakeup call to the guest to avoid any chances of inconvenience.
SOP for Guest Check-out

The process of checking out generally is initiated by the guest. The guest calls up front office
and asks to keep the bill ready.
The guest arrives at the front desk.
Greet the guest.
Print a copy of guest folio.
Hand it over to the guest for verification.
If there is any discrepancy, assure the guest about its solving.
Resolve the discrepancy immediately.
Apologize to the guest for inconvenience.
From the guest database, ensure the guest’s preference of payment method. Recite it to the
guest.
Settle the guest account.
Print the receipt and give it to the guest.
Ask the guest if he/she needs any assistance for luggage.
Ask the guest if the transport facility to the airport is required.
Greet the guest for giving an opportunity to serve as, “Hope you enjoyed your stay with us.
Thank you. Good (morning/afternoon/night).

SOP for Processing Cancellation Requests

The guests initiate the cancellation of the reserved accommodation. The SOP goes as −

Request for the guest’s full name and reservation number.

Search the guest database for the given name and reservation number.

Recite the guest name, accommodation details and the date of reservation.

Ask the guest if he/she would like to postpone it.

Request the guest for reason behind cancellation.

Record the reason in the PMS.

If the cancellation is being done by a person other than the guest, record the person’s
name, contact number, and relation with the guest for information.

Inform the caller about any cancellation charges applicable according to the hotel
policies.

Cancel the reservation in the PMS.

Inform the guest about e-mail for cancellation charges. Send the cancellation charges
plus cancellation number to the guest by e-mail.

SOP for Controlling Guest Room Keys

The front office staff needs to manage at least two sets of the keys. The number of sets may vary
according to the guest policy. Accommodation numbers are not written on the keys, which
creates problems when the keys are misplaced within or around the premises.
Giving Accommodation Key to the Guest

Request for the guest’s last name and accommodation number.

Check the information told by the guest against the one recorded in PMS.

If there is any deviation, request the guest to provide photo ID card.

Do not give away the accommodation key without proper authentication.

If the doubt about the guest arises and the guest refuses to cooperate, then inform the
front office manager immediately.

If any other superior front office staff member recognizes the guest, then you can give
away the duplicate key.

If the guest has lost the key and needs a new one, then ascertain that the guest has lost
it.

In the above case, program a new key with the same code.

Present the newly created key to the guest.

You must not issue accommodation keys to any person that claims to be sent by the
guest for getting the keys. Yet, you can give them to a non-guest, if the guest has sent
the person with a written authority letter addressed to the front office team. In such
case, confirm by calling the guest and accompany the non-guest to the accommodation.

Giving Occupied Accommodation’s Key to Staff

The authorized staff on duty is allowed to access the occupied guest accommodation for the
purpose of professional work.

For example, the keys can be given for preparing vacated accommodation, laundry staff, mini-
bar staff, and bell-boy to take out the guest luggage.
SOSOP for TP for Turning Aurning Awaway

Resery Reservation Requestvation Request

One thing for sure, always try to solve the guest’s accommodation problem as far as possible. Try
selling hotel service by giving options than plainly denying to what the guest wants.

There are a number of reasons why a reservation staff needs to turn down the reservation
request. These are few important ones −
The hotel is fully booked during busy seasons.
Guest is not interested to reserve after knowing rates.
The type of accommodation the guest desires is not available.

This is how you turn down a reservation gracefully −

When the guest calls to enquire, answer the call as, “Good (morning, evening), this is
own_name from reservations. How may I help you?”

The guest says he/she would like to reserve an accommodation.

Reply as, “Certainly (Sir/Madam). May I request you for your name, mobile number and
email ID please?”

The guest tells the same.

Further ask, “And your company/travel agency name is?”

The guest replies, “I am from (Company/TA name)”.

Ask the guest about check-in and check-out dates required for reservation.

Request the guest to hold the line till you search for availability of the desired
accommodation.

Inform the guest approximately how much time you would take to find out.

Put the call on hold and check availability.

Convey the non-availability of the desired type of accommodation to the guest politely
as, “Sorry sir/madam, “(all the accommodations are occupied/the desired type of
accommodation is not available)”.

Suggest the guest about a nearby sister-concern hotel, if any.

Suggest the guest to take other similar kind of accommodation by describing its
amenities.

If the guest doesn’t agree to it, turn away politely as, “Sorry sir, then we don’t have any
other available accommodation.”

Record the guest data in the PMS along with the ‘Turn away’ reason.