Group check-in registration and doorman service guidelines

★ Check-in procedures for group guests

For group guests, in addition to filling out the "Group Accommodation Registration Form," the receptionist should also...

With the assistance of the accompanying staff, a "Group Traveler Information Form" is filled out, which includes the group name, arrival date, and departure date.

The form should include the number of pieces of luggage and the time required for luggage handling. Multiple copies of this form should be sent to the Food and Beverage Department, Housekeeping Department, etc.

The reception department serves as a crucial reference point for the hotel in providing services to this group of guests. If changes are needed after the group arrives at the hotel...

If the booking requirements change or there are other special requirements, the receptionist must prepare a "Change Notice" and a "Special Requirements" form.

The notification form should be sent to the relevant departments as soon as possible.

**4.** **Assigning rooms to guests**

Room allocation and check-in procedures are carried out simultaneously. Room allocation should be based on the guest's preferences.

It depends on the location, requirements, and specific details of the guest room.

★ For VIP guests, better or more luxurious rooms are generally arranged.

★For general guests, especially individual guests, since they have different purposes for staying at the hotel, a targeted approach is needed.

The housing allocation process should be carried out efficiently.

★For group guests, try to arrange them on the same floor, and the standard of the rooms should also be similar.

This approach is both convenient for guests and beneficial for management.

★Elderly, disabled, or guests with children should generally be seated on a lower floor, away from the service desk or staff.

Please arrange them in a room that is close to each other so that I can take care of them.

★For newlyweds or families staying at the hotel, they are usually arranged in rooms with a king-size bed or double rooms.

★When assigning a room to a guest, you should explain the room's features, room rate, and additional service fees to the guest in person.

**5.** **Fill in the room card**

When guests fill out the registration form, the receptionist should fill out the room key based on the registration card, including filling out...

The room key is recorded: guest's name, room number, booked check-out date, and the staff member's signature. The receptionist then hands the room key to the guest.

After the person has left, it indicates that the check-in process is complete. Guests can present their room key card to prove they are hotel guests and enjoy priority access.

All services and facilities within the hotel.

After the guest completes the check-in process and leaves the counter, the receptionist should notify the guest of their check-in information.

The housekeeping department is located there so that staff can prepare for receiving guests.

**6.** **Preparing Guest Bills**

Print the guest's name, arrival date, check-out date, room number, and room type on the printed bill.

The bill (in duplicate) will be sent along with a registration form and the guest's credit card.

Please hand the receipt to the cashier for safekeeping. Generally, customer bills fall into one of two categories:

★For customers paying by bank transfer

Generally, two invoices need to be prepared: one (Invoice A) records the amounts payable by the contracting party (such as rent).

One document (including fees and meal expenses) serves as proof of payment received from the contracting unit; the other document (B document) records the expenses the guest needs to pay themselves.

Payment. Simultaneously adjust the room status control panel, then hand over the bill, reservation card, and other relevant documents to the front desk cashier.

Both cards are kept by the front desk cashier during the guest's stay.

★Group guests

There are two types of invoices: the team master invoice and the individual invoices. The team master invoice is used to record expenses related to the entire team.

This portion of the cost shall be paid by the group organizing unit or the receiving unit (the unit price and number of people, and the number of guests used should be noted in the remarks column).

(Number of rooms and name of the transferring unit); the sub-bills are used to record payments that need to be made by individuals, and the number of sub-bills can be...

The number of rooms used and the number of team members determines the amount. Generally, small to medium-sized teams only need to issue one separate invoice.

However, it is important to keep individual accounts separate and record guest room numbers on the bill for verification purposes.

In addition to the steps mentioned above, some hotels will create guest information tags based on guest registration.

Similar to the reservation card, the label comes in six copies: one is inserted into the room status control panel, and one is transferred to the inquiry control panel.

One copy is sent to the floor reception desk, and the remaining two are given to the switchboard: one sorted by room number and the other by guest's last name.

The first letter of the alphabet is arranged for better control of the guest room situation.

**Section Four** **Front Office** **Department** **Regular** **Services**

**Training**

**I. Doorman Service**

Doormen, also known as "doormen" or "greeters," are front office staff who stand at the hotel entrance and are responsible for greeting and seeing off guests.

Doorman service refers to the service provided by doormen at the main entrance, where there are the most people entering and exiting the hotel. Doormen wear distinctive uniforms and are well-organized.

Maintain order at the main entrance and provide courteous service on behalf of the hotel when welcoming and seeing off guests. Be polite and welcoming.

Doorman service is the best comfort for guests who have traveled a long way to arrive at the hotel.

Specifically, the basic requirements for doorman service are as follows:

**1.** **Welcoming Guests**

★Welcome regular guests

When greeting hotel guests, doormen should typically provide the following services:

① Designate parking areas for guests with cars;

② Open the car door for the guest and greet them with a hand salute as they get out of the car;

③ After the guests have disembarked and settled in their seats, confirm the amount of luggage with them, unload it from the vehicle, and then discuss the matter with the guests.

The person confirms the quantity and type of luggage;

④ If the guest is traveling in a commercial vehicle such as a taxi, help the guest clarify the payment of relevant fees;

⑤ Please ask the bellhop to carry your luggage. If the concierge is not available, please move your luggage to the inside of the lobby.

It's right in front of the door.

★Welcome VIPs

VIPs are important guests of the hotel and cannot be neglected. Therefore, doormen should perform their duties well when receiving VIPs.

The following aspects:

① Before the arrival of VIPs, it is necessary to understand their basic information, such as their identity;

②When VIPs arrive, the duty manager or the person in charge of the front desk should be notified in a timely manner to come out and greet them;

③ If a VIP has their own car, their vehicle should be placed in the most convenient parking lot;

④ When receiving VIPs who have not made a reservation, contact the duty manager or supervisor immediately and take appropriate reception measures.

★ Welcoming banquet guests

Receiving banquet guests requires a well-organized process; otherwise, it will disrupt the smooth running of the banquet and the hotel's operations.

The accommodation situation has a very negative impact. As the primary receptionist in the lobby, the doorman should do the following:

① Be familiar with the basic details of the banquet that day, including the theme, time, location, host, and participants.

Inform guests of their basic identities and guide them appropriately.

② When guests are unclear about details such as the time and location of the banquet, the doorman should politely explain them.

Answer and provide details;

③ Pay attention to parking availability at large banquets, as most banquet guests will have cars.

Parking spaces in this parking lot often become a problem for both guests and the hotel. The doorman, during preparation, should...

We took this issue into consideration and made arrangements according to the hotel's instructions.

**2.** **Seeing off guests**

Saying goodbye to regular guests. It's not simply a matter of assuming the journey is over when guests leave; farewell also involves...

It is a form of etiquette, and specifically, it should be observed as follows:

① The doorman should take the luggage from the bellhop and deliver it to the passenger's car;

②If the guest has his own car, you should take the initiative to call his private vehicle for him/her;

③ If the guest does not have their own vehicle, you should ask for their opinion and arrange for a vehicle for them to use.

The car is like a taxi;

④ When loading luggage for guests, first confirm the quantity and type of luggage with the guests before loading it into the vehicle;

⑤ Passengers may find it inconvenient to ride in commercial vehicles due to pricing issues, so they may choose not to use them.

Taxis must charge according to the meter. For long-distance trips, the price should be agreed upon in advance and informed to the passenger.

⑥ When guests ride in commercial vehicles, the vehicle number should be recorded in the work log to avoid problems.

★Farewell to VIPs