SOP – Front Office – Handling Check-in and Check-out for Guests with Disabilities

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Handling Check-in and Check-out for Guests With Disabilities

Special Treatment While Check-in or Check-out for Guests With Disabilities:

  1. The reception or the front desk team should provide special assistance and care while check-in or check-out is done for guests with special needs or guests with disabilities.
  2.  The specially designed room should be blocked for such guests and a note or trace to be put on the reservation to not de-block the room for other guests.
  3.  The front desk staff should assist in filling out the registration form and passport, visa details, etc.
  4.  In some hotels, in-room check-in and check-out facilities are provided for such guests.
  5.  Ask for the method of wake-up, and pick-up of luggage, if help is required when the guest needs to leave the room.
  6.  While check-in the receptionist calls the General Manager or Resident manager and hands over the keys to the GM or RM, who will guide the guest to the room.
  7.  Depending on the guest, the General manager will show all the facilities in the room, including the bathroom.
  8.  The General manager will emphasize to the guest that they can call reception anytime by using the phone (dial 0) or by pulling the cord or pressing the switch in the bathroom.
  9.  During the stay of a disabled guest, all departments will do their utmost to make the stay as comfortable as possible.
  10.  A proactive attitude is required while handling guests with disabilities.
  11.  In case a disabled guest is staying in the room, this will be mentioned in all department shift briefings and also informed to the hotel security department.
  12.  In case of an alarm is raised from the disabled guest room then the adequate reaction of the staff present should be ensured.
  13.  An in-room check-out option is provided for disabled guests, but the billing process is done like any other check-out.
  14.  In case any assistance is required, the receptionist will provide this.
  15.  The front desk team should make sure that such guests are treated with the same respect as any other guest.

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. What are the expected services provided by the front desk team for guests with disabilities?

Q3. Who should be informed which check-in/out of guests with disabilities?

Q4. How can guests with disabilities contact the front desk in case of an emergency?

Q5. Should the front desk provide in-room check-in and check-out facilities for guests with disabilities?
SOP Number: Front Office SOP – 46
Department: Concierge - Etiquettes and Manners
Date Issued: 22-Jul-2018
Time to Train: 20 Minutes

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