Front_Office_Operations

Chapter 3 – Check-in procedures

Group check-in

4.1 Pre-registration continued…

Alternatively, it may be possible to supply the tour leader with pre-prepared registration cards, and have the group fill them in prior to arrival, e.g.. during transfer from the airport. As guests arrive, the cards are handed to the receptionist in exchange for room keys or welcome packs.

Computerised systems make this process - like so many others - easier and more efficient.

●In the 'Group Check-In' area of the programme, enter the identification code for the group. The programme should display a list of the group's members: with room numbers, if pre-allocated.

●It should also specify, or allow you to specify at this point, the package and billing terms agreed for the group. What charges will be allocated to the master bill for the group (usually under the name of the group leader or organiser) and what will be separately charged to individual guest bills? If individual guests are responsible for meals or other extra charges, what methods of payment will they be using?

●As each member of the group is registered, room numbers can be allocated or confirmed, and appropriate room keys and/or Welcome Packs can be handed out.

Chapter 3 – Check-in procedures

Group check-in

4.2 Group check-in arrangements

For a large group, group check-in presents certain challenges!

●Pre-allocation of rooms to the group will probably be required, in order to place group members as close to each other as possible - not only for their convenience, and to simplify portering of luggage, but for the convenience of other guests (as groups can be noisy,

moving about the hotel).

●If a group checks in comparatively early, which may be the case if they arrive on morning fights, or have afternoon programmes prepared, not all rooms may be ready for occupation and some group members may have to wait to access their rooms. Arrangements will have to be made to store luggage and to offer waiting facilities, where necessary.

Chapter 3 – Check-in procedures

Group check-in

4.2 Group check-in arrangements continued…

●The porter's desk will be responsible for ensuring that coach transport (where relevant) is suitably parked; mall and messages (if any) distributed to the guests; and the group's luggage distributed to the rooms. The total number of bags may be tallied, to ensure that the same number of bags are loaded on departure.

●Arrangements should be made for guest charges/billing during the stay. The hotel should have a clear arrangement with the tour operator as to what charges it will be responsible for, and what

'extras' the group members will pay for themselves.

Chapter 3 – Check-in procedures

VIP guests and special requirements

5.VIP guests and special requirements

5.1Who are important guests

5.2Special attention guests (SPATTS)

5.3Notification requirements

Chapter 3 – Check-in procedures

VIP guests and special requirements

5.1 Who are 'important guests'?

●Very Important Persons (VIPs): e.g.. celebrities; guests booked Into the very expensive rooms or suites of the hotel; guests with special security risks (e.g.. politicians or diplomats); and perhaps visiting senior managers from the hotel's head office

●Commercially Important Persons (CIPs): e.g.. the executives and guests of major company accountholders (who may be in a position to Influence the continuance of the account); business travellers (who may be in a position to recommend the hotel to their companies, offering a significant amount of business in future); travel agents and tour company staff (who may be in a position to recommend the hotel to travellers, or not); and perhaps journalists or media representatives (who may give positive or negative media coverage to the hotel).

VIPs may have special requirements for security and privacy, and may even be travelling incognito, that is, not wanting their identity to be known. Front office staff will need to be flexible and alert to these needs, and support the guest's security and privacy in various ways.

Chapter 3 – Check-in procedures

VIP guests and special requirements

5.1 Who are 'important guests'? Continued…

The guest may have rooms assigned in advance of arrival, in some cases, with special room allocation criteria (e.g.. the best rooms, or a number of adjoining rooms for the guest's entourage, or closing off a block of rooms or a whole floor to maintain security).

The guest may be escorted straight to the room on arrival, and invited to register in the room, to avoid exposure and delays at reception.

Front office staff will need to be Vigilant in avoiding the disclosure of information about the guest to unauthorised enquirers (especially members of the press), and may also support the guest's privacy by discouraging members of the public (e.g.. protestors, fans or autograph hunters) from pestering the guest in public areas.

Chapter 3 – Check-in procedures

VIP guests and special requirements

5.2 Special attention guests (SPATTS)

Special attention guests are guests who may require extra care or assistance for some reason. They may include disabled or partially-disabled guests, the elderly or infirm, or guests suffering from some illness which has been notified to the hotel. They may also, depending on the level of service aspired to by the hotel, include long-stay and regular/loyal guests, and guests who have (on a previous or the current visit) suffered some inconvenience or service failure, for which the hotel wishes to 'make up'.

The needs of such guests will be catered to in various ways. Rooms may need to be pre-allocated to take account of special needs: wheelchair access, proximity to lifts or ground floor rooms to avoid stairs, proximity to bathrooms (if not en suite) and so on. Assistance may be required with check-in and registration procedures for sight-impaired guests, and special arrangements may be required for delivering telephone messages to hearing-impaired guests. Front office staff will need to be flexible, understanding and discreet in these matters: medical information is highly personal and confidential.

Long-stay and regular guests, and guests to whom the hotel wishes to offer recompense for problems, may also be offered priority room allocation or upgrade (subject to availability); greeting and escort by the guest relations or front office manager on arrival; and complimentary extras.

Chapter 3 – Check-in procedures

VIP guests and special requirements

5.3 Notification requirements

A VIP/SPATTs list will often be compiled and circulated in advance to all relevant front office and operating departments, to let them know who is coming, to what rooms, when and for how long, and what special provisions have been made: who is to greet and escort the guest; whether a fruit basket or champagne is to be provided in the room on arrival; any special security measures will be applied; etc.

Chapter 3 – Check-in procedures

Summary

Pre-arrival

- Manual

- computer

VIPs Special

needs - Registration priorities

Check-in procedures

Non-arrivals

Chapters

1.Introduction to front office operations

2.Reservation procedures

3.Check-in procedures

4.Check-out procedures

5.Guest accounting

6.Yield management, statistics and reports

7.Security and safety responsibilities

8.Guest services and communications

9.Interpersonal and selling skills