SOP – Front Office – Guest Registration and Check in Process

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Guest Registration and Check-in Process

The objective of the Guest Registration and Check-in process:

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.

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 are 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 the registration card ( if the same is not pre-printed)

Present the Registration Card to guests for verifying/reconfirming preprinted details Like :

  • First Name, Last Name.
  •  Arrival Date. Time.
  •  Departure Date, Expected time of departure.
  •  Room Rate.
  •  Room Number.
  •  Room Type.
  •  Method of payment.
  •  Billing instructions.
  •  Meal Plan
  •  Request for ID Proof for local guests and Passport and Visa details for foreigners.

The following details are to be completed:

  • Salutation.
  •  Designation.
  •  Company Name.
  •  Address Home / Business
  •  City, Country
  •  Postal Code
  •  Telephone / Fax / Mobile numbers.
  •  Email address.
  •  Contact Number / Person in case of emergency.
  •  Purpose of Visit.

Passport details:

  • Passport Number.
  •  Nationality and country of residence.
  •  Date of Birth / Anniversary Date.
  •  Passport Issue Date and Expiry Date
  •  Place of Issue of Passport.

Visa Details:

  • Visa Number
  •  Visa issue date and Expiry date.
  •  Visa Place of issue.
  •  Type of Visa.
  •  Proposed duration of Stay in the country.
  •  Arrived from.
  •  Proceeding to.
  •  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 about the Profile of the guest.
  •  File Registration card.

Training Summary Questions for Guest Registration and Check-in Process:

Q1. Why it is required to complete the guest registration process upon guest check-in?   

Q2. What details are to be collected on the registration card?        

Q3. What details are to be collected from the passport?

Q4. Should the front desk agent sign on the regard?

Q5. What details are to be updated on the guest profile?

Q6. What details are to be reconfirmed on the registration card?
SOP Number: Front Office SOP  - 05 
Department: Front Office – Guest Check In
Time to Train: 60 Minutes
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