FRONT OFFICE SERVICE DESIGN

CHECK IN

AGENDA

 Importance
 Pre registration & blocking
 Registration
 Room allocation
 Key
 Hotel explanation
 Room explanation

AIMS

To be able to allocate rooms ,register and escort guest to rooms keeping

the following in mind:
 Guest request and requirements
 Front office needs
 Legal requirements
 Boss standards
 Hotel standards

Why is it IMPORTANT?

 Arrival at the airport / hotel, check-in and rooming are very very significant
GUEST experiences
 MOMENT OF TRUTH
 Main inter-action moment for front office

Guest experience

 Airport
 Car
 Main porch
 Lobby
 Reception
 Escort to room
 Room
 Pre registration and room blocking
 Collect & update guest history
 Room allocation based on preferences
 Correct registration cards and welcome letters

Registration

Registration card:

 Residential or Business address– legal & our need

 Passport & Visa details –legal need
 Coming from & going to (city) - legal need
 Signature - legal & our need

Reconfirm:

 Room preference – smoking or non – smoking

 No of persons
 Rate
 Departure date & time
 Billing – credit card / cash deposit / vouchers
 Loyalty programs

Room

Reconfirm room booked and preferences

Blocked and does not Identify room which

Match requirements matches requirements

Blocked and matches Is it clean?

requirements

Fidelio check in
 





Post arrival
m
o
r
P
p
u
&
lt
e
s
Old key must be invalid
Validity of new key
The Key

2 key for double occupancy rooms

Do not announce number
Security procedure for duplicate key requests

Details to be updated in Fidelio

Escorting a guest to a room

Registration card to be signed by duty manager

File registration cards

C-form / A&D register

Give key