Hotel Reception and Guest Check-In Procedures

Overview of Guest Reception Procedures

  • Scope and Context:
    • Standard operating procedures apply specifically to receiving guests with prior reservations within a hospitality lodging establishment.
    • Organizational practices vary by property scale: large hotels utilize a full compliment of front-of-house staff, whereas smaller establishments may operate without porters.

Arrival and Reception Counter Greeting

  • Arrival and Luggage Handling:

    • Upon arrival at a large hotel, guests are met and assisted with their luggage by the porter.
    • The porter escorts the guests directly to the reception counter.

  • Receptionist Welcome:

    • The receptionist welcomes arriving guests with a smile and a verbal greeting.
    • The receptionist hands a pen to the guests and courteously requests that they complete the formal registration process.

  • Registration Methods:

    • Manual Registration Systems: Guests are asked to either complete a paper registration form or sign the physical hotel register.
    • Computerised Registration Systems: The computerized property management system prints out a registration card populated with the guest details collected during reservation booking; the guest verifies the details and signs the printed registration card.
    • Quality Check: The receptionist thoroughly inspects the registration form or card immediately upon completion to verify that all required information has been accurately and fully filled in.

Room Key Handover and Facility Orientation

  • Key and Message Delivery:

    • The receptionist issues the room key along with any telephone, written, or visitor messages waiting for the arriving guests.
    • In hotels with porter service, the room key is handed directly to the porter, who will escort the guests up to their room.

  • Individual Guest Orientation at the Desk:

    • The receptionist provides verbal orientation pointing out key hotel facilities and public areas, specifically including:
    • Restaurants
    • Lounges
    • Public rooms
    • Emergency exits
    • The receptionist enquires whether the guests have any immediate questions, special requirements, or specific information they need to know.

Specialized Check-In Procedures for Tour Groups

  • Group Leader Envelope Distribution Method:

    • When receiving group check-ins, room keys and general hotel information sheets are packaged inside individual envelopes.
    • These envelopes are handed over as a bulk package directly to the designated group leader for subsequent distribution to members.

  • Tour Pick-Up Table Method:

    • Alternatively, the hotel may organize a dedicated reception table in advance.
    • All prepared room keys and materials are laid out systematically on the table for individual tour members to pick up directly upon arrival.

Room Escort Protocol and Room Entry Procedure

  • Escorting Guests to the Room:

    • Whenever possible, guests are accompanied to their allocated room by either the porter or the receptionist.
    • The staff member escorting the guests offers to carry any hand luggage.
    • The escort walks a few paces ahead of the guests to open all passage and corridor doors.

  • Room Entry and Verification Inspection:

    • Upon reaching the room, the escort enters first, preceding the guests inside.
    • The escort conducts a quick physical inspection of the room to ensure that everything is in order and meets hotel presentation standards.
    • Once the room status is confirmed, the escort officially hands the room key to the guests.

  • In-Room Appliance Orientation and Departure:

    • The escort points out all electrical appliances within the room and provides operating instructions wherever necessary.
    • Before leaving, the escort politely asks the guests if there is any further service or assistance required.

Back-Office and Administrative Check-In Tasks

  • Heavy Luggage Documentation:

    • The total number of pieces of heavy luggage brought in by guests on arrival is formally recorded in the luggage book (where this document is maintained).
    • The luggage book is traditionally located and maintained at the porter's desk.

  • Arrival Logging and Billing Activation:

    • Under manual operational systems, the allocated room number is ticked off on the property's arrivals and departures list.
    • The formal guest billing folio/guest bill is immediately opened and initiated in the system.