Prepare Welcome KIT for Arrivals

Purpose: Preparation of welcome KIT for all arrivals is part of the guest pre-registration activity. This is to Make sure that the welcome KIT has everything that the guest requires while checking in to the hotel. And also to ensure a smooth overall check-in experience at the time of guest registration.

1. Welcome KIT should be prepared in advance and given to every guest on arrival.
2. Ensure that welcome kit folders and trays are available.
3. Ensure that welcome kit folders and trays are clean with no stains or folds.
4. Ensure that each welcome folder has a personalized Welcome Letter in it. Taking into consideration the nationality and language of the guest.
5. Ensure that the welcome folder contains the local ferry, tour bus timings, local map, places of interest, etc. enclosed in it if applicable.
6. Make sure that the key cards are clean and without any stains or marks on them.
7. Pre-print the Registration card and keep the keys ready along with the welcome folder.
8. Encode Key cards according to the occupancy of the reservation. For interconnecting and suite rooms encode two sets of key cards.
9. Meal coupons and vouchers are to be kept ready according to the package booked by the guest in the welcome folder. ( Take into consideration guests’ occupancy, and meal plan booked while preparing coupons )
10. Check if the room allocation is done according to the guest reservation requests and guest preferences.

Training Summary questions:

Q1. Why should we prepare the welcome KIT before guest arrival? 

Q2. What is all to be considered while preparing meal coupons?         

Q3. What will you do if you find the key cards are dirty?

Q4. Why it is important to cross-check the room allocation of the guest?

Q5. What items should a Welcome KIT contain?

Patreon Only SOP Download

Sorry! This part of content is hidden behind this box because it requires a higher contribution level ($1) at Patreon. Why not take this chance to increase your contribution?

Sorry! This part of content is hidden behind this box because it requires a higher contribution level ($6) at Patreon. Why not take this chance to increase your contribution?

SOP Number: Front Office SOP -14
Department: Front Office – Check In
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 45 Minutes

Enjoying our content? Support us on Patreon!