JOHNNY SAIGON HOTEL | CHECK IN S.O.

Department Front Office Code SOP-FO-01

Staff in charged Receptionist, Bellman, GRO Manager reported Front Office Manager
Version 01 Pages 05

Steps Procedure Form

• Greet the guest with a friendly

smile. Offer assistance (Good
Morning/ Afternoon/ Evening,
Sir/Madam. How may I assist
you?).
S1. Acknowledge
• If the receptionist is busy but then
the guest
acknowledges another guest’s
presence, please politely state:
“Excuse me, Sir/ Madam! Please
wait for me, I’ll serve you in a
moment)
(Time waiting in line should not
exceed 3 minutes)

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S2. Ask the

guest’s name • Common ways used in searching

and check for for arrivals are through the Name,

reservation Central Reservation System, or

status Confirmation number.

• Scan guest’s passport/ ID Card/

Driving License

S3. Request for • Print down registration card

Passport/ ID Note:
Card/ Driving • Actively create a small talk while
License completing the check-in process to
avoid awkward silence.

• Ask the guest open-ended

questions to provide helpful
information .

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• Reconfirm and record all of the

information (such as guest’s full
name, length of stay, room type,
method of payment, special
request…) on registration card.

S4. Reconfirm • Ask for guest’s signature and

reservation contact direction (such as email
details address, or mobile phone).
Note:

• The room rate can be disclosed for

guest who charges by POA;
otherwise, it is not recommended to
disclose the rate when checking-in.

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S5. Make bill for • Confirm guest’s extra services by

extra services (If filling in the bill & ask for guest’s
any) signature.

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• Request for taking guest’s credit

card and inform that he or she
would pay for pre-authorization
with a specific amount which is
placed on hold. Remember to record
credit card information and update
on hotel system.

• In case the guest would like to make

deposit by cash. Remember to give

S6. Booking’s a receipt for the deposit.

verify/ Pre- Case 1: Method of payment is

authorization Personal Own Account (POA)

• In case the guest would like to pay

by cash, request for full payment
including the room charge,
incidental charge, and expected
charge as well.
Case 2: Method of payment is
RCTC or RCTA

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• In case method of payment is

ROOM CTC or ROOM CTA, which
means the hotel has received credit
card/ bank transfer, or authorization
form to cover guest’s room charge.
Hence, there’s no need in taking any
room charge deposit from the guest.
Case 3: Method of payment is
ACTC or ACTA

• In case method of payment is ALL

CTC or ALL CTA, which means
the hotel has received credit card/
bank transfer, or authorization form
to cover guest’s all charges. Hence,
the guest doesn't need to pay any
additional costs during their stay.

S7. Return all • Make sure that guest’s passport,

identification credit card, deposit receipt… are all
documents to the returned back. (Eg. Here is your

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guest credit card and passport)

• Check the room status again to

avoid the case of double check-in.

• Present the key with floor number.

S8. Check-in & (The room number should not be

present room stated loud due to confidential

key issues)

• Mention basic information of the

hotel, such as wifi password,
breakfast area, location of leisure
places like spa, bar or swimming
pool…

• Introduce to the guest that someone

S9. Have the will escort them to the room (Mr/
guest escorted to Mrs/ Ms. XYZ, this is my colleague -
the room Mr./Ms. ABC will escort you to your
room. Wish you have a pleasant stay
with us!”)

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• Coordinate with the concierge to

have the luggage’s delivered to the
guest room. (if needed)

• Update the guest folio by retrieving

S10. Update contact number and email on
guest’s folio registration card/ hotel system.

• Finish all paperwork and complete

relevant documents of the guest’s
folio.