A clean and organized check-in area creates a positive first impression for guests.
Efficiency
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.
Material/Vouchers
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.
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
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.
Pick Ups
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
Greeting Guests at Drop of Point
Initial Impression
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.
Addressing Guests
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.
Assistance with Luggage
Luggage
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
Safe Handling
Handle guest luggage with care and respect. Avoid any damage or misplacement during the process.
Verifying Guest Reservation
1
Guest Name
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.
2
Arrival Date
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.
3
Room Type
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.
4
Guest Data SOP
Please click here for separate CLoudbeds Data SOP, and learn which data needs to be entered in Cloudbeds
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.
Confirming Guest Room Assignment
Inform guests of their assigned room. Clearly state the room number and any special features, like a balcony or view.
Confirm Room
Share room details with guests.
Describe the room location. Show on a bigger Resort Map.
Provide Key
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.
Room Upsell
Offer a larger room or suite with added amenities, if available.
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.
Ask Guest to Download HandiGo !!
Provide Internat PW to the Guest at Check IN
Order Room Service
Order room service directly to your room with ease.
Book Spa Appointments
Book spa appointments and other activities through the app.
Manage Your Account
Manage your account, reservations, and access hotel information.
Chat with the Front Office
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
Spa and Wellness
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
Pool and Recreation
Mention the inviting swimming pool, complete with sun loungers and a refreshing poolside bar for guests to enjoy leisure activities.
Concierge Services
Emphasize the personalized concierge services available to assist guests with restaurant reservations, travel arrangements, and local recommendations.
Transportation
Inform guests about the transportation options available, such as airport shuttle, car rental services, and local taxi services.
Daily Yoga Class
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.
Daily Education Walk
Let the guests know about a guided walk, led by a knowledgeable tour guide, highlighting the history, architecture, and local highlights of the area.
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.
Kayaking
Explore the scenic waterways nearby. The hotel offers guided kayaking tours, allowing guests to paddle through tranquil canals and admire the surrounding nature.
Bamboo Weaving Workshop
Engage in a traditional craft. Learn the art of bamboo weaving from local artisans, creating beautiful and functional items.
Alms Giving Tour
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.
Outdoor Activities
Suggest outdoor activities based on the season and guest interests. This could include parks, gardens, walking trails, or water sports opportunities.
Cultural Experiences
Recommend local events, festivals, or performances that showcase the city's culture. Encourage guests to immerse themselves in local arts and entertainment.
Dining Recommendations
Provide personalized dining recommendations based on guest preferences, suggesting restaurants, cafes, or bars known for their cuisine and atmosphere.
Collecting Payment and Issuing Receipt
1
2
3
4
1
Verify Payment Method
Confirm the guest's preferred payment method, whether it's a credit card, debit card, or cash.
2
Process Payment
Enter the payment information into the hotel's point-of-sale system and obtain authorization.
3
Issue Receipt
Print a detailed receipt that includes the guest's name, room number, dates of stay, and total amount charged.
4
Review and Acknowledge
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.
Ensuring Guest Satisfaction and Addressing Concerns
Proactive Service
Anticipate guest needs and provide prompt, courteous service.
Addressing Concerns
Listen attentively to guest concerns and address them with empathy and professionalism.
Relaying guest requests for housekeeping services, such as extra towels or amenities.
Maintenance Issues
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.
Room Status Updates
Receiving updates on room availability and cleanliness from housekeeping.
This coordination ensures a smooth check-in process and a positive guest experience.
Adhering to Hotel Policies and Procedures
Hotel Regulations
Familiarize yourself with all hotel policies and procedures. Understand guest check-in and check-out times, payment methods, cancellation policies, and other important information.
Guest Guidelines
Communicate hotel rules clearly to guests, including quiet hours, smoking restrictions, and pet policies. Ensure guests are aware of safety procedures.
Team Collaboration
Collaborate with colleagues to maintain consistency in applying hotel policies. Share knowledge and ensure everyone understands the importance of adhering to procedures.