Standard

Check-in Procedure
Training Module 7

SMILES AND STARS HOSPITALITY TRAINING

 Standard Check In Procedure Flow-chart

5 ft & 10 ft Rule Ask for a valid ID Retrieve & Reconfirm Print Registration Card
Acknowledge and Assist Thank guest upon receipt Present with both hands and
Reservation Details Obtain Pertinent Details
within 30secs and return of ID

Collect
Mode of
Payment
Offer Other Services Inform Hotel Facilities
Car service, wake-up call, F&B, Health Club, WiFi Cash or
express check-out Credit
Card

Offer
Luggage
Service

Ensure to confirm if
State name and Bid guest a
guest needs further
extension to dial pleasant stay
END
assistance
 Standard Check In Procedure

Observe 10 and 5 Feet Rule with Eye Contact & Smile

Welcome the guest

“Good morning / Good afternoon / Good evening Sir/Maam,
welcome to Sunrise Hotel.
How may I assist you?”
 Standard Check In Procedure
Politely asks for an Identification

“May I please ask for an ID for reference?”

“May I please borrow your ID so I could properly pull out your reservation?

Staff thanks guest upon receipt of the Identification,

a simple thank you will do.

Staff scans the passport or ID presented and

thanks guest stating his last name upon returning the ID.
“Thank you for your ID/passport Mr. Smith.”
 Standard Check In Procedure
Reconfirm/Recap Reservation Details
◼Check-in & Check-out Date
◼Room Type & Room Rate
(Always advise if BREAKFAST is included or not)
◼Mode of PAYMENT or GUARANTEE for the reservation
(Pax Account / Charge to Company / Prepaid Bookings, etc.)
◼Room Preference
(King Size Bed, Double Beds, Smoking, Non-smoking, Near the lift, Away from the lift,
Connecting rooms, Adjacent room, High floor, Low floor, etc.)

“Allow me to recap your reservation Mr. Smith. Your reservation is for 2 nights from March 22-24, 2019, for an Executive Suite at the
rate of Php 8,000++ per night. Your booking includes breakfast for 2 persons and you requested for a non-smoking room. The entire
stay will be on your personal account. Is everything correct?

“To confirm your reservation Mr. Smith, the room is booked under your name for a Deluxe Room with 2 double/twin beds without
breakfast inclusion through Agoda (online travel agency) from May 12-14, 2019. Your room has been prepaid already through online
the travel agency and noted that you prefer a smoking room. Is everything correct?
 Standard Check In Procedure
Print out Registration Card and Obtain Pertinent Details
(passport number, contact details, date of birth and guest signature)

Politely ask for mode of payment as deposit

“Kindly fill up the following details (points the blank fields with an open palm) while I check for your requested room. Thank you.
(after the guest hands over the registration card)
Mr Smith your room rate is Php19,520nett for 2 nights. Please be informed as well that an additional Php3,000 per night on top of
your room rate is required as a security deposit and will be refunded upon check-out. We shall be collecting a total of Php25,520nett.
How would you wish to guarantee for your room and incidentals Sir, through cash or credit card?”

“Kindly fill up the following details (points the blank fields with an open palm) while I check for your requested room. Thank you.
(after the guest hands over the registration card)
Mr Smith, since your room has been prepaid through the travel agency, please be informed that an additional Php3,000 per night on
top of your room rate is required as a security deposit and will be refunded upon check-out. How would you wish to guarantee your
security deposit?

After guest hands over his credit card / cash payment, staff MUST present an acknowledgement receipt
and request guest to affix his/her signature and hands-over the guest’s copy afterwards.

“Thank you for your deposit, here is your acknowledgement receipt.”

 Standard Check In Procedure
Politely ask for mode of payment as deposit
How to collect right amount of the deposit
Example:
Room Rate: Php 8000++ per night
( ++ means plus tax (12%), plus service charge (10%) )
Security Deposit: Php 3000nett per night
*this will depend on the company policy

Php8,000 x 1.22 = Php9,760 x 2 nights = Php19,520nett + Php 6,000 = Php25,520 nett

Explain deposit policy – guarantee for the room + incidentals for

their signing privilege throughout their stay.
*Ensure that they will not use their Debit Card/ATM to guarantee for the room and incidentals. Credit card
guarantees are only placed on hold and are not yet processed as payment until the check-out date.

*Cheque payments are never accepted at the Front Office unless otherwise approved. Cheque payments
are processed by the Accounting Department and has a clearing period.
 Standard Check In Procedure

Educate Guest of Other Services

Staff informs guest of hotel facilities such as F&B outlets, Health Club
( pool, spa, gym), complimentary wi-fi, hotel car service.

Staff offers other services such as transfer-out, wake-up call, express check-out.
“Please be informed that your breakfast will be served at The Lounge Buffet located at the Ground Floor and
is served from 6:00am – 11:00am. We also have other restaurants that offers Japanese and Korean
Cuisine on the 2nd floor. Pool and Gym is located right outside The Lounge Buffet and is open from
7:00am – 10:00pm. Spa is located at the 2nd floor and is open from 12nn – 03:00am. WiFi is
complimentary, just connect to the Foresight Hotel Wifi signal and no password is required. We also have
a hotel car that we may arrange should you need assistance. Would you be needing a wake-up call during
your stay Mr Smith?” (If yes, take down the time and date then offer a follow up wake up call. Recap to the guest his
request)
 Standard Check In Procedure

Key Issuance and Luggage Assistance

Staff presents to the guest his/her room number on keycard folder upon key issuance.

Staff offers luggage assistance.

(If yes, put a luggage tag in the bag, indicate the room number, guest name and number of pieces of bags. Hand over a
copy to the guest. Endorse the bag to the bellman for delivery after the check in process.)
Staff offers to escort guest to the room.
(If yes, apply the Room-in standard)

If not needed, Staff directs guest to the lift using an open palm gesture.

“Mr Smith, here is your room key. This is your room number located on the 8th floor. As requested, your room is an
Executive Suite, Kind Bed and Non-Smoking. Would you be needing assistance with your luggage? Would
you like to be assisted directly to your room? Allow me to assist you to the elevators.

Would you be needing further assistance Sir?

 Standard Check In Procedure

Staff wishes guest an excellent stay and states

name and what extension to dial should guest
need further assistance.

“You may dial “0” from your room phone for further assistance and we are more than
happy to assist you. I am Jessica and I wish you a memorable stay Mr. Smith. Mqy
you have a wonderful stay.”

End
 Standard Check In Procedure Flow-chart

5 ft & 10 ft Rule Ask for a valid ID Retrieve & Reconfirm Print Registration Card
Acknowledge and Assist Thank guest upon receipt Present with both hands and
Reservation Details Obtain Pertinent Details
within 30secs and return of ID

Collect
Mode of
Payment
Offer Other Services Inform Hotel Facilities
Car service, wake-up call, F&B, Health Club, WiFi Cash or
express check-out Credit
Card

Offer
Luggage
Service

Ensure to confirm if
State name and Bid guest a
guest needs further
extension to dial pleasant stay
END
assistance
 Standard
Rooming-In Procedure
Training Module 7.5

SMILES AND STARS HOSPITALITY TRAINING

 Rooming-In Procedure
✔ Staff shall not hand over the key to the guest

✔ Checks if there are still other luggage left in the “Do you have other luggage left with the Bell Service?”
Concierge or Bell Service

✔ Shows the way to the elevator “Allow me to assist you to your room, Sir.” Here is the way to the
elevator.”

✔ Creates a more personalize service with small smart “How was your flight?” / “What brought you to the City?” How do you
talks find the weather in the Philippines?” Do you already a plan for
tonight? I can arrange a dinner for you if you need?”

✔ Presentation of the room, present counter clockwise. “We are now here in your room. This is your power control electric pocket. Your
minibar is over here. You have a complimentary set of coffee and tea. Water
is also complimentary. Your safety box is right here, where you can keep your
valuables. The television is equipped with IPTV where you can view all the
facilities on-property. As you can see you also have a great view of the city
lights during the night.(Describe whatever great things are visible in the
window) Here is your telephone and TV remote. Your bathroom is equipped
with hot and cold water.

✔ Handing over of room keys. Confirms from guest if he “Here is your room key and you are now here in room 888. Would you be
needs further assistance needing further assistance Sir?

✔ Introduce yourself and inform the extension to call for “My name is Jessica and you can reach us through the “O” button from
further assistance your phone should you have further inquiries.

✔ Wish the guest a pleasant stay “Have a pleasant stay Mr. Smith.