Hotel Guest Service Procedures

For any task to be completed successfully, it requires its own set of principles. This is especially true in the hotel service industry. The front desk is always the starting and ending point of a guest's stay at a hotel. If you are a front desk agent or hotel manager, do you know and fully understand the 5 standard guest service procedures currently applied in hotels? What principles should be followed for check-in, escorting guests to their rooms, and advising guests on service sales to ensure maximum customer satisfaction?

Guest Check-in Process

If the guest has a prior booking: complete the guest's registration and room allocation before their arrival, based on the information provided in the booking confirmation form from the reservations department.

For smaller hotels, this step will be handled by the front desk, who will monitor the hotel management software for accurate information.

Proceed with guest check-in procedures:

Greet guests with a friendly and cheerful attitude

Receive guests' passports and national ID cards

Review and verify guest booking information in the system.

Complete the registration form, asking guests to fill in the pre-printed form.

Guide guests to fill in any missing information.

Cross-reference and verify the information guests have filled in on the form against their ID card/passport.

Ensure consistency to complete the check-in registration form.

Check, inquire about, and enter guests' special requests into the PMS (Property Management System). Confirm payment method with the guest:

By cash or credit card; the process of receiving and counting cash requires the guest's presence to avoid future discrepancies.

Inform guests about the in-room amenities and any promotional programmes applicable to their stay (complimentary coffee, tea; breakfast time and location, etc.).

Hand over the key to the guest and explain how to use it, informing them of the hotel's policy if the room key is lost.

Wish the guest a pleasant trip and transfer them to the Bellman to escort them to their room.

Guest escort procedure to the room

Before escorting guests to their room, staff should introduce themselves, try to remember and use the guest's name.

Ask for permission to handle luggage and escort guests to their room.

Initiate conversation while escorting guests to their room.

Seize the opportunity to introduce guests to the hotel's services and provide a brief overview of their room.

Smile friendly and maintain eye contact with the guest during conversation.

Walk gently and professionally, avoiding noise. Upon reaching the guest's room, knock three times, state your department, wait a moment, unlock the room, enter first, turn on the lights, and look around the room before inviting the guest in.

Place luggage on the luggage rack. Instruct guests on how to use the key, air conditioning, and electrical appliances in the room, proceeding clockwise. Ask guests if they are satisfied with the room.

Hand the room key to the guest.

Inform guests that the operator is always available to assist them.

Wish guests a pleasant stay, say goodbye, and gently close the room door when leaving.

Source: lotushotel