CHECK-IN AND CHECK-OUT PROCEDURES

VISION: All properties will follow established procedures in checking guests in and out at the Front Desk.

SCOPE:

To ensure a positive guest experience during the check-in/checkout process. To define proper check-in/check-out procedures.

PROCEDURE:

CHECK-IN

1. All guests are to be greeted warmly by the Front Desk Clerk, using the script as outlined in the Front Desk training manual. At a minimum, the following elements should be present:

• Smile.

• Maintain eye contact.

• Use the guest's name.

• Thank the guest and wish him/her a pleasant stay.

2. To register the guest:

• Locate the registration card and present it to the guest. Ask him/her to verify the pre-printed information, indicate anticipated departure date, initial the room rate and sign the card.

• Establish credit as outlined in our Front Office SOP # FO-1; "Front Office Credit Policy." Credit cards should be imprinted on the back of the registration card.

• If alternative credit cards are offered, our order of preference is as follows:

  o Visa or MasterCard

  o American Express

  o Discover

  o Carter Blanche

  o Diner’s Club  

• For guests paying with cash or check, implement Cash-In - Advance procedures as outlined in Our Front Office SOP # FO2;, "Cash in Advance".

• Inquire as to desired room type (if not already blocked). Note room number and room rate on the registration card when necessary.

• Time stamp the registration card (and folio, where applicable).

• Inform the guest of Express Check-Out Service, where proper credit information has been secured.

• Offer information for frequent traveler program.

• Indicate status of frequent traveler on folio or in PMS when applicable. Inquire if guest would need luggage assistance and then introduce guest to the Bellman. For security reason, ensure that we do not use room number when introducing the guest to the Bellman.

• Give rooming slip copy of registration card with room key to the Bellman. For security reasons, ensure that we do not use the guest's name and room number when introducing the guest to the Bellman.

  
  

EXPRESS CHECK-IN

1. Express Check-In and Pre-Registration involve the same process.

2. The following guests should be pre-registered:

   • VIP Guests.

   • Secretaries Club Guests

   • Frequent Travelers Member

   • Advance Deposits

   • Assured Reservations (American Express)

   • Group and transient guests who are not required to establish credit at check-in

   • Airline Crew Rooms

   • Sports Teams

   • Tours

   • Guests who call to confirm their reservations

3. The Express Check-in/Pre-Registration procedure is as follows:

   • Prior to arrival, a room is pre-assigned, and the room number is noted on the registration card or in PMS.

4. The key to the assigned room should be placed in a key packet, and the guest's name and room number should be indicated on the key packet.

   • On PMS properties, the guest should be placed in "I" status prior to his/her arrival. In the name field, clearly indicate that the guest has not yet arrived, using a unique indicator, such as "P/R", meaning "pre-registered".

   • The key packet should be attached to the registration card and both items placed in the arrival bucket. When the guest arrives, he/she need only sign the registration card to receive his/her key, except for pre-registered guests who must establish credit at check-in.

   • The clerk should always verify the intended departure date with the guest.

   • Under no circumstances should a guest be registered or pre-registered in a dirty guest room. If a guest has to wait for a room, every effort should be made to store their luggage and assist the guest in every way possible prior to their being assigned a room.

   
   

CHECK-OUT

1. Remove the registration card from the bucket and time stamp it. Display and print the room account or remove the folio from the bucket.

2. Check for any recent telephone charges through the Call Accounting Terminal.

3. Inquire as to how the guest's "stay" was, (i.e., were any problems experienced) and attempt to resolve any difficulties.

4. Present the folio to the guest for review. Ask the guest if there were any recent charges that are not posted on the folio (i.e., breakfast, room service, etc.) and request return of the room key.

5. Finalize the payment method and present the guest with his/her paid receipt and a comment form in the approved check-out sleeve.

6. Ask the guest if he/she has vacated the room.

7. Request room key.

8. Thank the guest for his/her patronage and ask him/her to return again in the future.

9. Notify Housekeeping when the room has been vacated.

EXPRESS CHECK-OUT

1. All credit card and direct bill customers will receive Express Check-Out Service unless they specifically request otherwise.

2. Every evening, Night Audit will generate a listing of all Express Check-Outs due to depart the following morning. Copies of these folios will be printed and credit card vouchers (for credit card guests) will be completed with folio amount and the "signature on file" notation on the signature line.

3. The folio copy, credit card receipt, and comment form should be enclosed in the Express Check-Out Sleeve, and all sleeves should be arranged in "delivery" order.

   
   

CHECK-IN/CHECK-OUT TIMES

1. Express Check-Out Sleeves should have printed instructions to the guest explaining that he/she should call the Front Desk to notify the hotel of their departure, and that he/she should drop off the guest room key (or leave it in the room). Note the room number only on the exterior of the check-out sleeve.

2. Express Check-Outs should be delivered to the guest room and slid under the door no later than 4:00 A.M. At no time should the Express Check-Out information be placed outside the guest's door.

3. When Express Check-Outs incur late charges, an adjusted folio and credit card voucher will be mailed to the guest on the day of departure.

4. When the guest calls the Desk and reports his/her departure, the clerk will pull the registration card, time stamp it, and notify Housekeeping that the room has been vacated. All Express Check-Outs should be cleared during the 1:00 P.M. bucket check by comparing with Housekeeping status.

5. Corporate properties should establish a check-out time of 12:00 Noon and a check-in time of 3:00 P.M.

6. Resort type properties must develop their own Local Standard Operating Procedure for check-in/check-out times based on demand and market.