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A clean and organized check-in area creates a positive first impression for guests.
A well-organized check-in area facilitates smooth and efficient check-in processes. Ensure that all necessary documents, stationery, and technology are easily accessible and readily available.
Ensure that you have enough Paper, Logo Paper, Check In Envelopes, Name cards, Vouchers of all Kind, Children Books at the reception at at all time and reorder in timely manner.
Learn more about our Vouchers
Check for any dirt or debris inside and outside all vehicles. Clean all surfaces and vacuum the interior. Ensure the vehicles are free of any mechanical issues and are in good working condition. For electric vehicles, clean and charge before the start of the day. Ensure the vehicles have sufficient battery life.
Ensure the counter is clean and organized with all necessary documents, stationery, and technology readily available. This creates a positive first impression and facilitates efficient check-in processes.
Make sure you have all vouchers, or children books etc, ready according to people checking in.
In this folder you can find the Arrivals of the next 10 Days - this list is updated weekly
Every guest room must be checked by the Frontoffice prior to Arrival.
Placing a personalized welcome letter in the room, creating a welcoming and personalized experience.
Enclosed checklist for download for every Precheck prior Arrival.
Every Precheck of every Arrival must be uploaded
Check the Source and Rateplan of the booking and if there are any inclusions which the guests expects or booked
Check if any notes from our reservation department are mentioned in the notes
f.e.
special care,
airport or train-station pick up,
requested activity or spa booking
etc.
Inform Drivers on Pick ups for the Day, make sure name is spelled correct on the Pick up Sign, Cold water and towels, internet in the van, music playlist
The first impression is crucial. Greet guests with a warm smile and a welcoming tone of voice, make sure you make eye contact with the guest. Make them feel valued and appreciated from the moment they arrive.
Address guests by their name if possible. This personal touch enhances their experience and creates a positive first interaction. Tell them your Name and offer your assistance during the whole stay.
Assist guests with their luggage. Ensure a smooth and courteous experience by helping with the transportation of belongings. Pick up the Guest Luggage at the Drop of Point
Handle guest luggage with care and respect. Avoid any damage or misplacement during the process.
Confirm the guest's name as it appears in the reservation system. If the guest is checking in under a different name, politely ask for their reservation confirmation number. Ensure all information matches the reservation.
Verify the guest's arrival date. If the arrival date is different than what is in the system, politely ask for confirmation. Make sure all information matches the reservation.
Confirm the guest's requested room type. If the guest has a special request, such as a specific bed type or view, ensure that the reservation reflects the request. If the requested room type is unavailable, offer alternate options.
Please click here for separate CLoudbeds Data SOP, and learn which data needs to be entered in Cloudbeds
Compare photo ID to reservation.
Match ID name to reservation name.
Ensure ID is current and valid.
Note ID type and number in system.
This step is essential for security and verifying the identity of guests. It helps protect the hotel and its guests from potential fraud or unauthorized access. By comparing the photo ID to the reservation details, the front desk staff can ensure that the guest presenting the ID is the same person who made the booking.
Inform guests of their assigned room. Clearly state the room number and any special features, like a balcony or view.
Share room details with guests.
Describe the room location. Show on a bigger Resort Map.
Provide guest key together with the Vouchers, Hand the guest both with a warm smile and a welcoming gesture. Explain that the key is the only way to access their room, and that it is important to keep it safe and secure.
Verify the room matches the guest's reservation. Answer any questions and ensure the guest understands the location of their room. If the room assignment is not satisfactory, offer to explore alternative options.
Provide Internat PW to the Guest at Check IN
Order room service directly to your room with ease.
Book spa appointments and other activities through the app.
Manage your account, reservations, and access hotel information.
Contact the front office directly through the app for any questions or requests.
Simply search for “HandiGo” in your app store and download it today. Let our app enhance your stay with us!
Inform guests about the fitness center, equipped with modern cardio machines, free weights, and personal training options. Tell them the opening Times, provide information about the Yoga courses
Highlight the tranquil spa offering rejuvenating massages, body treatments, and aromatherapy sessions to enhance guest relaxation.
Coordinate with the spa therapist when there is a booking and reconfirm with the guest
Link to Spa Menu
Mention the inviting swimming pool, complete with sun loungers and a refreshing poolside bar for guests to enjoy leisure activities.
Emphasize the personalized concierge services available to assist guests with restaurant reservations, travel arrangements, and local recommendations.
Inform guests about the transportation options available, such as airport shuttle, car rental services, and local taxi services.
Inform guests about the daily yoga class, available for all guests to participate and enhance their well-being aginst a fee.
Coordinate with the yoga teacher when there is a booking and reconfirm with the guest.
Let the guests know about a guided walk, led by a knowledgeable tour guide, highlighting the history, architecture, and local highlights of the area.
Highlight the extensive breakfast buffet featuring continental and hot options. Mention any special themed days or dietary options.
Describe the pool bar's offerings, such as light snacks, refreshing drinks, and cocktails. Mention the hours of operation.
Offer to escort guests to their room, explaining key features of the resort along the way.
Once in the room, explain the features and amenities, such as the thermostat, lighting controls, tv, safebox,
and room service options.
Ensure the guest's la guage materials are available in the room, like menus, brochures, and signage.
Enjoy a relaxing evening with friends and family. The hotel can arrange a private barbecue experience with a dedicated chef and barbecue grill, tailored to your preferences.
Explore the scenic waterways nearby. The hotel offers guided kayaking tours, allowing guests to paddle through tranquil canals and admire the surrounding nature.
Engage in a traditional craft. Learn the art of bamboo weaving from local artisans, creating beautiful and functional items.
Experience a meaningful cultural exchange. Join a guided tour to witness the daily tradition of alms giving, offering food to monks, and learn about Buddhist practices.
Inform guests about popular nearby attractions, such as museums, historical landmarks, and art galleries. Highlight the unique features and experiences that each destination offers.
Suggest outdoor activities based on the season and guest interests. This could include parks, gardens, walking trails, or water sports opportunities.
Recommend local events, festivals, or performances that showcase the city's culture. Encourage guests to immerse themselves in local arts and entertainment.
Provide personalized dining recommendations based on guest preferences, suggesting restaurants, cafes, or bars known for their cuisine and atmosphere.
Confirm the guest's preferred payment method, whether it's a credit card, debit card, or cash.
Enter the payment information into the hotel's point-of-sale system and obtain authorization.
Print a detailed receipt that includes the guest's name, room number, dates of stay, and total amount charged.
Review the receipt with the guest, ensuring they understand the charges and have a copy for their records.
Collect payment for the guest's stay, ensuring the transaction is processed securely and efficiently. Provide a clear and detailed receipt to the guest, confirming the charges and payment method.
Anticipate guest needs and provide prompt, courteous service.
Listen attentively to guest concerns and address them with empathy and professionalism.
Create a welcoming and personalized experience.
Relaying guest requests for housekeeping services, such as extra towels or amenities.
Reporting any maintenance issues in guest rooms or public areas, such as broken appliances or plumbing problems. For any new maintenance issues, fill in this
list
and inform maintenance at once.
At the end of each shift, double check that all guest requests have been handled appropriately.
Receiving updates on room availability and cleanliness from housekeeping.
This coordination ensures a smooth check-in process and a positive guest experience.
Familiarize yourself with all hotel policies and procedures. Understand guest check-in and check-out times, payment methods, cancellation policies, and other important information.
Communicate hotel rules clearly to guests, including quiet hours, smoking restrictions, and pet policies. Ensure guests are aware of safety procedures.
Collaborate with colleagues to maintain consistency in applying hotel policies. Share knowledge and ensure everyone understands the importance of adhering to procedures.
Front of the House