Accomodation Knowledge - Handling Guest Check in

Summary

This training video guides international students through the essential steps of hotel reception, focusing on the check-in process. Key elements include welcoming guests, verifying reservations, handling walk-ins, collecting deposits, and explaining room and hotel amenities. The video also highlights the importance of thorough documentation, such as registration forms and guest identification, and stresses the need for excellent customer service. Through a detailed walkthrough, the video emphasizes how to ensure a smooth and pleasant experience for guests while adhering to hotel protocols.

Takeaways

• 😀 Greet guests warmly upon arrival and provide them with an overview of the hotel.
• 😀 Confirm guest reservations by checking booking details and matching them with their identity.
• 😀 If a guest is a walk-in, check room availability and offer alternatives if needed.
• 😀 Always request and verify the guest's identity card or passport to ensure correct check-in.
• 😀 Explain the deposit requirements for personal expenses and clarify payment options (cash or credit).
• 😀 Ensure the guest completes the registration form with all required information, including contact details and signature.
• 😀 Issue the room key and any necessary items like breakfast coupons, making sure the guest understands how to use them.
• 😀 Provide clear instructions regarding hotel amenities, breakfast times, and any services available during the stay.
• 😀 Inform guests of any special events or offers, such as dinner shows or performances, encouraging participation.
• 😀 Offer to escort guests to their rooms if necessary, ensuring they feel comfortable and well-cared for.

Q & A

What is the purpose of the check-in process as outlined in the video?

The purpose of the check-in process is to ensure a smooth and welcoming experience for guests, confirming their reservation, collecting necessary information, and providing them with room keys and relevant hotel details.

What are the key steps involved in the check-in process for guests?

The key steps include welcoming the guest, confirming reservation details, determining if the guest is a walk-in, completing the check-in process, issuing room keys, following accounting protocols, explaining hotel facilities, and arranging for additional services.

How should a receptionist handle a walk-in guest?

A receptionist should determine if the walk-in guest is eligible for accommodation by checking room availability. If a room is available, the guest can proceed with the check-in process.

What should be verified when confirming a guest’s reservation?

The receptionist should verify the guest's reservation details, including the type of room, dates of stay, and whether breakfast is included. They should also confirm that the guest has a valid booking confirmation.

Why is a deposit required during check-in?

A deposit is required to guarantee the guest’s stay and to cover additional expenses not paid in advance, such as personal charges. It ensures the hotel is protected against any potential non-payment for extra services.

What are the essential documents that a guest should provide during check-in?

The guest should provide a booking confirmation and their identity card or passport. This ensures the guest is the one who made the reservation and is the correct individual to check in.

How should a receptionist explain breakfast details to a guest?

The receptionist should inform the guest about the breakfast hours (from 6:30 a.m. to 10:30 a.m.), where it is served (at the restaurant on the first floor), and remind them to show the breakfast coupon to the restaurant staff.

What information is typically included in the guest registration form?

The guest registration form includes personal details such as the guest's name, contact information (email and phone number), and the guest’s signature to confirm the booking and consent to the terms.

What should a receptionist do if a guest wants to participate in a hotel event?

If a guest expresses interest in a hotel event, the receptionist should provide details (such as event time and cost) and, if the guest agrees, proceed to book a seat for them. In this case, the event was a barbecue dinner with a Ramayana dance performance.

How should a receptionist handle the guest's payment if they pay in foreign currency?

If the guest pays in foreign currency, the receptionist should verify the amount in the local currency, ensure the correct deposit amount is received, and provide the necessary receipts or change as required.