Reception Procedures
1. Telephone Reception Procedure
A. Answering the Call
1. Answer within 3 rings: Always try to answer calls promptly.
2. Greeting: Greet the caller warmly and professionally.
o Example: "Good morning/afternoon, [Hotel Name], this is [Your Name], how
may I assist you?"
3. Active Listening: Listen attentively to the caller’s request and take notes if needed.
4. Confirm Information: Repeat key information (e.g., booking details, name, dates) to
ensure accuracy.
5. Provide Solutions: If the caller is asking for a reservation or assistance, provide clear
solutions or transfer the call to the relevant department.
6. Concluding the Call: Politely conclude the conversation.
o Example: "Thank you for choosing [Hotel Name]. Have a great day!"
B. Transferring the Call
1. Inform the caller: Let the caller know that you are transferring them.
o Example: "Please hold while I transfer your call to the reservations
department."
2. Transfer promptly: Ensure that the transfer is seamless and introduce the caller to the
next person if needed.
2. In-Person Reception Procedure
A. Greeting the Guest
1. Smile and maintain eye contact: Stand up straight, make eye contact, and smile as
the guest approaches.
2. Greeting: Welcome the guest using polite and friendly language.
o Example: "Good morning/afternoon, welcome to [Hotel Name]. How can I
assist you today?"
3. Identify the guest’s needs: Ask if they have a reservation or how you may help them.
4. Confirm details: If they have a reservation, confirm their name and booking details.
5. Escort or direct the guest: If necessary, escort the guest to their destination or
provide clear directions.
3. Check-In Procedure
A. Standard Check-In for Individual Guests
1. Greet the guest warmly: Use the guest’s name if possible.
o Example: "Good afternoon, Mr./Ms. [Name], welcome to [Hotel Name]."
2. Request identification: Politely ask for identification and a reservation confirmation.
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3. Review the reservation: Check the booking details (room type, stay
duration, special requests) and confirm the guest’s preferences.
4. Request deposit or payment: Explain the deposit or payment procedure and process
accordingly.
5. Provide key information:
o Room number and access (e.g., key card or physical key).
o Information about hotel amenities (e.g., breakfast times, restaurant hours, pool,
spa).
6. Escorting: If available, offer to have a porter or staff member escort the guest to their
room.
7. Conclude with a polite farewell:
o Example: "We hope you enjoy your stay. Please let us know if you need
anything!"
B. Check-In for VIP Guests
1. Personalized greeting: Greet the VIP guest using their name and with extra attention.
o Example: "Good evening, Mr./Ms. [Name], it’s a pleasure to welcome you to
[Hotel Name]."
2. Express gratitude: Thank the guest for choosing your hotel.
3. VIP treatment: Offer a complimentary welcome drink or any special services
included in their package.
4. Room escort: Ensure that a staff member personally escorts the guest to their room,
explaining any special amenities or features.
5. Check for special requests: Confirm any additional requests the guest may have,
such as room preferences or special arrangements.
C. Check-In for Group Clients
1. Efficient handling: Have all group reservation details ready in advance to streamline
the check-in process.
2. Welcome message: Address the group collectively, using a polite and professional
tone.
o Example: "Welcome to [Hotel Name]. We are delighted to have your group
with us."
3. Collect group leader’s details: Liaise with the group leader or representative for all
key arrangements.
4. Distribute room keys: Hand out room keys efficiently, ensuring all group members
know where they are staying.
5. Brief group on services: Provide the group with information about hotel services,
meeting rooms, or dining options, as required.
4. Check-Out Procedure
A. Standard Check-Out
1. Greet the guest: Acknowledge the guest by name and ask if they enjoyed their stay.
o Example: "Good morning, Mr./Ms. [Name]. I hope you had a pleasant stay."
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2. Review the bill: Present the bill and explain any additional charges
(e.g., minibar, room service).
3. Process payment: Ask the guest for their preferred method of payment, and process
accordingly.
4. Return deposit: If applicable, return any deposits that were made at check-in.
5. Ask for feedback: Inquire if the guest had any concerns or if they would like to leave
feedback.
6. Thank and farewell: Thank the guest for their stay and encourage them to return.
o Example: "Thank you for staying with us, we hope to see you again soon!"
B. Check-Out for VIP Guests
1. Express gratitude: Personally thank the VIP guest for their stay.
o Example: "Mr./Ms. [Name], it was an honor to have you with us. We hope you
enjoyed your stay."
2. Handle any special requests: Ensure that any last-minute requests or arrangements
are handled promptly.
3. Offer personalized departure: Arrange for transport or assist with luggage as
required.
4. Offer a small parting gift: If applicable, provide a complimentary souvenir or gift as
a gesture of appreciation.
C. Check-Out for Group Clients
1. Liaise with the group leader: Process the group’s check-out with the group leader or
designated contact person.
2. Review group bill: Present the bill for the entire group and explain any additional
charges.
3. Thank the group collectively: Express appreciation for their stay and invite them to
return.
o Example: "We hope your group had a wonderful experience. We look forward
to welcoming you back to [Hotel Name] soon."
5. VIP Client Reception Procedure
A. Personalized Attention
1. Warm, customized welcome: Greet VIP clients by name and offer a special,
personalized welcome.
o Example: "Good afternoon, Mr./Ms. [Name], it’s our pleasure to welcome you
back to [Hotel Name]."
2. Extra services: Offer VIP clients complimentary services such as welcome drinks,
early check-in, late check-out, or room upgrades.
3. Escort to the room: Always escort VIP clients to their room personally, explaining all
room amenities.
4. Regular check-ins: Follow up with VIP guests throughout their stay to ensure all their
needs are being met.
6. Group Client Reception Procedure
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A. Coordinating with Group Leader
1. Advanced preparation: Have all details of the group’s reservation and needs ready
before arrival.
2. Efficient check-in: Ensure that group members are checked in quickly and efficiently,
avoiding long waits.
3. Provide group details: Give the group leader or representative all the necessary
information regarding the hotel’s facilities and services.
4. Offer group-specific services: Provide special arrangements for groups, such as
meeting rooms, meals, or event spaces as required.
7. Individual Client Reception Procedure
A. Personalized Service
1. Warm greeting: Welcome individual clients by name if possible and offer a
professional, personalized experience.
o Example: "Welcome to [Hotel Name], Mr./Ms. [Name]. How may I assist you
today?"
2. Focus on needs: Pay close attention to individual guest requests and preferences, and
ensure a smooth and efficient check-in process.
3. Highlight hotel services: Explain services that may be of interest, such as dining
options, spa treatments, or tours.
Conclusion
These procedures provide a comprehensive guide for handling different aspects of the
reception process, including telephone and in-person interactions, check-in and check-out
procedures, and personalized service for VIPs, groups, and individual clients. Following these
guidelines ensures a smooth and professional guest experience that will enhance overall
satisfaction and foster loyalty to the hotel.
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