Get Appropriate Guest Information When Checking Them Into a Hotel or Hospitality Business

Edited by Hotelier, Rushell, Eng, Anonymous

Hello and thank you for watching VisiHow. In today's tutorial, we will be discussing what information information we need in order to check a guest in at a hotel. If we're working as receptionist, this is a very common task that you'll need to be doing. You should be doing this task in a way that meets your brand or hotel standards of service.

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Steps

  1. 1
    To begin, we need to greet the guest properly.
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  2. 2
    We can do this by saying "Welcome to _________ Hotel", with a smile of course.
    If we were greeting someone at Paradise Hotel, we would say, "Welcome to Paradise Hotel!"
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  3. 3
    Next, we may provide the guest an offer of help.
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  4. 4
    We can say, "How may I assist you?" In many cases, we will not need to use this phrase.
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  5. 5
    During a time when someone could be either checking in or checking out, and we are unsure, instead of asking them if they are checking in simply ask, "How may I assist you?" Then they will let us know.
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  6. 6
    Once we've determined that the guest is at the hotel Reception desk to check into a room and not to book a reservation or ask another question, we need to ask the guest for their ID or their passport, depending on our location.
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  7. 7
    We will also need a credit card or method of payment.
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  8. 8
    We can do this simply by saying, "May I please have your passport and method of payment?" If we are in the United States, we'll probably ask directly for a credit card, since most hotels are booked wit a credit card guarantee.
    If the guest says they will not be paying by credit card, we can ask them, if they are paying cash, if they can leave a deposit.
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  9. 9
    If we have any trouble finding the guest's reservation in the system, we may ask them any additional questions, or we can directly ask them for their confirmation page.
    This is not a necessary step if we are able to locate the guest's reservation with the name on their passport. However, if we cannot locate the guest's reservation, we can simply say, "I apologize. I'm not able to locate your reservation. Do you have a confirmation letter?" In this case, they can provide a confirmation letter. Then we can find the reservation in the system, hopefully, through other details, such as the confirmation number that should be listed in the confirmation letter.
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  10. 10
    This concludes today's presentation on what materials and information is needed from a hotel guest when they arrive to check in.
    If you have any questions, comments or suggestions, please leave them in the space below.
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Video: Get Appropriate Guest Information When Checking Them Into a Hotel or Hospitality Business

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Article Info

Categories : Hospitality Industry

Recent edits by: Eng, Rushell, Hotelier

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