Checking-in and checking-out procedures

Checking-In Procedures

The check-in process begins when the guest arrives at the hotel, and it’s essential for front desk staff to provide an efficient service.
Guests should be greeted promptly and kindly, and have their booking details confirmed.
New guests need to provide some fundamental information like name, address, contact details, and identification documents such as a passport. This information is then input into the hotel’s system for record keeping.
Reception staff should explain to guests key information about their stay, such as the duration, room type, pricing, breakfast timings, and any additional facilities or services offered by the hotel.
It’s important to provide guests with their room key or card and to demonstrate its usage, as well as inform them of their room number and hotel layout. It’s also helpful to provide a hotel map or directory, if available.

Checking-Out Procedures

The check-out process is just as important as the check-in process, as it’s the last contact the guest has with the hotel staff.
Guest’s bill or invoice needs to be prepared, clearly stating all charges including room rate, taxes, and any additional services used like minibar, laundry, or room service.
Any discrepancies in the bill should be resolved swiftly and professionally.
Payment is usually received at this point, either by cash or card, and a receipt is provided. Some hotels may pre-authorise a credit card at check-in to save time at check-out.
Reception staff should enquire about the guest’s stay and collect feedback, to ensure their satisfaction and to help evaluate and improve hotel services.
After the guest has left, housekeeping should be informed about the vacant room to prepare it for the next guest.

Data Protection

All the personal data collected from the guest, both at check-in and check-out, must be handled in accordance with Data Protection laws.
The information should be secured from unauthorised access and should only be used for its intended purpose. The guest’s permission must be sought if their data is to be used for any marketing or promotional efforts.
The hotel should also have a data disposal strategy to discard sensitive information securely after its intended use.
It’s crucial to reassure guests that their information is being stored responsibly, and this can be facilitated by sharing hotel privacy policies upon check-out.