Front Office

Guest Check-in Procedure

To register an arriving guest accurately, hand over a correct and ready room, and create a complete record of the stay from the first minute.

Scope

Applies to every arrival at the front desk, including walk-ins, group arrivals and late arrivals, at all properties.

Front Office Associate performs the check-in. Front Office Supervisor resolves exceptions. Duty Manager authorises any rate or room override.

Property management system, key encoder, registration card, card payment terminal, guest identification scanner.

Greet the guest within ten seconds of them reaching the desk, standing, and confirm the name on the reservation.
Retrieve the booking in the PMS and confirm departure date, room type, rate and any package inclusions with the guest.
Verify identification for every adult guest and record the details the registration requires. Return the document immediately after scanning.
Confirm the guest profile: mobile number, email, company or booking source, and any stated preference.
Take payment authorisation for the room and an incidental hold. State the held amount aloud before authorising.
Check the assigned room is in a clean and inspected status before encoding the key. If it is not, assign an alternative of equal or better type.
Encode the key for the correct departure date and hand it over inside a key folder with the room number written, never said aloud.
Explain breakfast time and location, wifi access, and the direct number for the desk.
Offer luggage assistance and direct the guest to the lift.
Complete the arrival in the PMS so the room shows as occupied, and file the registration record.

Never state a room number within earshot of another guest. Never leave an identification document unattended on the desk.

Check-in completed within four minutes for an individual arrival. Registration record complete with no blank mandatory field.

Escalate to the Duty Manager for any rate dispute, unavailable room type at arrival, or identification that cannot be verified.

Procedures are issued to a property, acknowledged by the staff it applies to, and re-issued when they change.