SOP – Front Office – Handling Group Check-in

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Handling Group Check-in in Front Office

On Check-in / Arrival Date:

1) Always designate a Group Coordinator from the Front Desk before arrival.

2) Liaise constantly with the sales Group coordinator for information.

3) Check that Arrival Registration cards have been prepared for the group along with the rooming list for signature.

4) Check all Relevant correspondence has been read and briefed during the staff briefing.

5) Check Group Billing instructions and cross-check the billing instructions entered on the Property management software.

6) Once Priority group rooms have been allocated, cut room keys for arrival.

7) If Group is arriving at one time then all rooms must be allocated and all keys cut.

8) The number of keys per room must match the occupancy of the room.

9) Insert Key Cards into the key card Jacket and place them on the tray along with the rooming list.

10) Print traces report for the Front Office and read the instructions given.

11) Choose an appropriate group check-in area according to the following:

  • Size of the Group
  •  Block / Wing the group is staying
  •  Transport to the hotel
  •  Time of check-in

12) Registration cards along with Keys should be kept in Alphabetical order.

13) Sufficient stationary / Pens must be kept ready for guests to sign their registration cards.

14) Welcome Drinks and cold towels should be prepared so they may be served on arrival. An accurate number of Drinks to be pre-ordered so that the room service supervisor is aware of this requirement.

15) The Bell Desk / Concierge must be kept informed of the group arrival time and the following needs should be coordinated:

  • Luggage Tags are ready.
  •  The luggage delivery plan is organized.

16) Their Duty Roster has been prepared taking into consideration the group’s size and Arrival Time.

17) All changes with the group arrival time check-in area and group size are to be given to the concierge.

18) Collect wake-up calls for the group from the tour leader.

Training Summary questions:

Q1. How to choose an appropriate check-in area for group arrival?  

Q2. Why it is required to print a trace report?

Q3. Importance of Bell desk in group Arrival?

Q4. Is it required to mention group arrival during the briefing?

Q5. In what order are the Registration cards to be kept and why is it in that order?
SOP Number: Front Office SOP -06
Department: Front Office – Reception
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: Estimated time for training

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