SOP – Guest Registration and Check in process
FO-XX ( SOP serial number and department code )
Front Office – Guest Check In
DATE THE DOCUMENT WAS CREATED
Time to Train:
Estimated time for training
Objective:After a guest arrives at the hotel, the front desk agent should complete the guest registration process. This is to make sure that the guest registration is completed as per the hotel standard and also to collect important guest information’s.
Guest is also asked to sign on the printed registration card as a statutory requirement and also to verify that the details provided on the registration card is accurate.
When Guest arrives at the reception to check in:
Great the guest.
Enquire the Last name / First name of the guest.
Search for the reservation record and print registration card ( if the same is not pre printed )
Present the Registration Card to guest for verifying / reconfirming preprinted details Like :
Request for ID Proof for local guest and Passport and Visa details for foreigners.
Following details to be completed:
Explain to the guest regarding late checkout policy if any.
Request the guest to sign on the Registration Card.
Scan / Photocopy of Passport and Visa copy and attach to the registration card.
Front office assistant to also cross sign the registration card on the provided field.
Update the guest details collected on regard to the Profile of the guest.
File Registration card.
Training Summary questions:
Q1. Why it is required to complete guest registration process upon guest check in?
Q2. What all details to be collected on registration card?
Q3. What all details to be collected from the passport?
Q4. Should the front desk agent sign on the regard?
Q5. What all details to be updated back on the guest profile?
Q6. What all details to be reconfirmed on registration card?
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