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Prearrival: Night Before
Create a reg card for all guests scheduled to arrive the next day -
Period: to
Guest Services Stages
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Arrival: Bell Station / Valet
If a hotel is large enough to have these, then the guests may be greeted by a valet and/or bell hop that assists with their car and/or luggage. -
Arrival: Greeting
After the guests arrive and have been through the valet/bell station, the guests should be greeted by the front desk. Once they are greeted, their information should be confirmed and a form of payment should be secured. -
Arrival: Room Assignment
A room should be assigned to the guests per any requests they may have had when booking. Then hand over the keys and either direct them to their room or have a bell hop take them. -
Period: to
Length of Stay
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Maintain Satisfaction
Deal with any complaints, offer any assistance needed, and never discuss whether a guest is or is not staying at a hotel. -
Departure: Check-Out
Confirm guest's identity, inquire about any belongings left behind, post any charges remaining, produce a copy for the guest, process the payment. -
Departure: Change Status
Update the room status in the PMS to state that it is vacate -
Departure: Offer for Future Stays
If the guest is satisfied with their stay, there is an opening for future business so the guest can be asked to book in the future with them. -
After Stay: Feedback
An email, phone call, or written note can be sent to the guest to ensure that their stay was satisfactory and any comments they had on their stay.