Standard procedure for guest check-in, room allocation and room change

Front desk reception service process

I. Standard Procedure for Guest Check-in

The standard procedure for guest check-in is as follows: When a guest arrives at the hotel, the receptionist greets them with a smile and confirms whether the guest has a reservation.

If there is a reservation, locate the reservation information, ask the guest to fill out the check-in form, verify their identification, confirm the room rate and payment method, assign a room, make a room key and key, inquire if they need luggage service, notify the bellhop, wish the guest a pleasant stay, enter the guest information into the computer and update the room status, and the process is complete.

If there is no reservation, promote the rooms, introduce the room types and prices, ask the guest to choose, then fill out the check-in form, verify the documents, confirm the payment method, assign the room, make the room card and key, ask if the guest needs luggage service, notify the bellhop, wish the guest a pleasant stay, enter the guest information into the computer and change the room status, and the process ends.

II. Standard Procedure for Room Allocation

The standard procedure for room allocation is as follows: First, check the guest's reservation information, understand the guest's special requirements (such as floor, orientation, non-smoking room, etc.), check the room status display, select an available room that meets the requirements, confirm the room rate, register the room number on the check-in form, make a room card, notify the housekeeping center to update the room status, and then the process ends.

If no suitable room is available, we will discuss adjustments with the guest, recommend other types of rooms, or contact other hotels.

The basic principles of room allocation are as follows: Arrange appropriate floors and room types according to the guest's identity, age, nationality, religious beliefs, etc.; VIP guests are arranged in rooms on higher floors with good views; group guests are arranged on the same floor or adjacent floors as much as possible; disabled guests are arranged in accessible rooms near the elevator; long-stay guests are arranged in quiet rooms with complete facilities.

III. Standard Procedure for Hotel Guests Changing Rooms

The standard procedure for hotel guests to change rooms is as follows: First, ask the guest for their name, room number, and reason for changing rooms (such as room facility malfunction, noise, need for more space, etc.), and check if there are rooms of the type the guest needs.

If so, arrange a room for the guest, introduce the room details and price, and ask if the guest needs luggage service.

If needed, the bellhop will assist the guest to their room, collect the original room card and key, and issue a new room card and key; the bellhop will then return the original room card and key to the front desk; a room change form will be filled out and entered into the computer; the room change form will be sent to the relevant departments (room service center, cashier, etc.) to complete the process.

If no suitable room is available on the day, a note can be made for the guest to reserve a room for them to change rooms, and the guest will be notified when a room becomes available.

The room change form must include: guest's name, original room number, new room number, date and time of room change, reason for room change, changes in room rate, and signature of the person handling the transaction.

After the room change is completed, the front desk should promptly notify the housekeeping center to clean the original room and update the room status display.

IV. VIP Reception Standard Procedure

The standard procedure for VIP reception is as follows: Every morning, we receive a list of VIPs arriving at the hotel that day, along with their room numbers, from the front desk. We also learn the names, identities, arrival times, and host organizations of the VIP guests.

Check and verify the registration form, room key, and room key prepared in advance by the front desk and put them into a special bag. Notify the housekeeping department and baggage team to prepare for the arrival.

In accordance with VIP guest level and reception standards, check the room condition and layout in advance.

For guests arriving before 9:00 AM, room checks should be conducted one hour in advance; for VIP guests arriving during normal hours, room checks are generally conducted between 9:30 AM and 10:30 AM.

When VIP guests arrive at the store, relevant staff will greet them at the door, remember their names, and address them as Mr./Mrs./Ms. ×× to welcome them.

Accompany guests to their rooms for registration and introduce them to the hotel's facilities and services.

Ask the guests what their needs are, whether they need to book or confirm flights, and try your best to meet their requests. When they leave the room, wish them a pleasant stay.

VIP reservations are made at 5 PM every day for the next day's departure schedule.

Starting at 7 PM, we contacted VIP guests who were leaving the hotel to ask for their opinions or suggestions on the hotel's services during their stay, inquired about their departure time for the next day, and registered VIP guests who had booked airport transfers.

When VIP guests leave, they are bid farewell at the door, wished a pleasant journey, and welcomed to come again next time.

VIP levels are generally divided into three levels: A, B, and C.

Level A VIPs are typically heads of state, heads of government, and leaders of international organizations; Level B VIPs are provincial and ministerial-level leaders, renowned entrepreneurs, and social celebrities; Level C VIPs are important hotel clients and heads of long-term partner organizations.

Different levels correspond to different reception standards, including the level of welcoming and farewell personnel, room arrangement standards, gift configuration, security measures, etc.