Front Office and Check in Procedures

A systematic approach to rooming a guest is always necessary.

It is effective to organize the property with their system and
procedures. From the airport the guest is escorted to the
hotel. The following are the check-in procedures observed
when rooming a guest.
 The Front Office

➢ is a critical service unit because the first contact of

guests and perspective patrons in the hotel are the
front office personnel.

➢ it is from this first contact that the guest makes his

first and oftentimes lasting impression about the hotel.
➢ the way patrons are initially received and treated by
front office staff will condition their disposition to other
hotel services.
➢ there is a separate section handling each areas of
operations, the command of the department
head…..example front desk manager/supervisor, bell
captain etc.
➢ Units Include:

• FRONT DESK
• RESERVATION SECTION
• BELL SERVICE
• TELEPHONE EXCHANGE
• FRONT OFFICE CASHIERING
• CONCIERGE/GUEST’S RELATIONS ASSISTANCE
• AIRPORT/TRANSPORT ASSISTANCE
• BUSINESS CENTER
 ORGANIZATIONAL SET UP OF THE FRONT
OFFICE

Front Desk
❑ looks after the registration of hotel guests and
serves as the communication and information center.
Reservation Section
❑ which handles inquiries and reservations for room
bookings;
Bell Service
❑ responsible for escorting guests during check in
and check out, attending guests luggage and for
doing errands for the front desk.
Telephone Exchange
❑ operates the telephone communication
system; incoming calls, receiving and
dessiminating messages etc.
Concierge
❑ attends guest services like tour and
travel assistance, car hire etc.
Airport/Transport Assistance
❑ handles the transport of guests to and from
the airport or other airport terminal.
Business Center
❑ handles special services like computer
service, fax, email, xerox,souvenir items.
1. Greeting the guest. There is no best way to
show the guest that you welcome him in
your property than greeting him with a smile.
2. Guest would appreciate so much if the desk
spells correctly and remembers their name as
it shows recognition and importance of their
being a client.
3. Pre- prepared registration is then checked to
ascertain if guest had made reservations
earlier and if there are any message upon
arrival
4. Present registration card or form with a pen. The
guest is given a registration form to fill up. The
registration form is the most important document in
the front office. It contains all the information about
the guest as well as the policies observed by the
property.
5.Record the number of registration card and update
the computer or room rack by blocking the room.

6. Establish identification or credit card according to hotel policy.

If the guest pays in credit card, ask for the credit card and verify
credit limit. If it is in cash an amount equivalent to one night
stay as deposit is required by most hotels.
7. The bellman is hailed
and introduced to the
guest, then the key is
given as he takes charge
of escorting the guest
room and bringing
along his luggage.
8. After showing the
features of the room and
inquiring of any special
requests the bellman
bids the guest a pleasant
stay.
9. The desk clerk opens a guest folio and ensures
that records have been accurately and
completely updated.
 CHECK-OUT PROCEDURES
The efficiency of the front desk is tested in the check-out
procedures used when the guest leaves the hotel. The
impression on the type of service rendered to a guest ends
with the experience one has within this area. The following
are the basic step when checking out a guest.
1. Guest calls the front office informing the desk
clerk of his intention to check-out.
2. Bellman has been informed of the guest’s
check-out.
3. Bellman goes to the guestroom to assist guest
with his luggage.
4. As the guest approaches the front desk, clerk
greets the guest.

5. Determine guest name and verify that name

corresponds to room number.
6. Secure registration card

7. Recover key from guest

8. The desk clerk calls the restaurant for meal and
housekeeping to check the room for mini bar
consumption, if there are any, proper charges are
immediately relayed to the front office for posting
9. Determine whether or not the guest had a pleasant
stay

10. If the guest did not have a pleasant stay, apologize for
any minor complaints and log them immediately or call
a manager and make any necessary adjustments.
11. Total the folio and present it to guest with a
pen for verification and signature.
12. After the receipt of the approved folio, make sure that
it has been signed.

13. Determined settlement method.

14. Settle the account using the correct procedures and
close the folio.

15. Present completed folio and possible vouchers folded

to the guest for their personal file.
16. Issue departure/ clearance slip

17. Determine and note any further reservation. Offer

assistance if guest wants to make reservations in the
future.
18. Thank the guest for staying in the property

19. Bellman accompanies guest to car. After luggage

have been accounted for, bellman bids the guest
goodbye.