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Group Arrival Procedures

The document outlines detailed guest arrival procedures for a hotel's front office department. It describes 14 steps for efficiently managing guest check-ins, including reservation verification, greeting the guest, collecting registration information, room assignment, payment processing, providing welcome information, offering luggage assistance and concierge services, enrolling guests in loyalty programs, and confirming check-in details. It also lists 18 steps for efficiently managing group arrivals, such as designating a group coordinator, preparing registration cards and room keys in advance, coordinating luggage handling and wake-up calls with bell services, and ensuring adequate staffing for the arrival. The goal is to efficiently execute the arrival process and set a positive tone for the guest's stay.

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960 views3 pages

Group Arrival Procedures

The document outlines detailed guest arrival procedures for a hotel's front office department. It describes 14 steps for efficiently managing guest check-ins, including reservation verification, greeting the guest, collecting registration information, room assignment, payment processing, providing welcome information, offering luggage assistance and concierge services, enrolling guests in loyalty programs, and confirming check-in details. It also lists 18 steps for efficiently managing group arrivals, such as designating a group coordinator, preparing registration cards and room keys in advance, coordinating luggage handling and wake-up calls with bell services, and ensuring adequate staffing for the arrival. The goal is to efficiently execute the arrival process and set a positive tone for the guest's stay.

Uploaded by

ashlesha thopte
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Front Office Operations II (HS 208) (Semester II)

PRACTICAL No. 2
GROUP ARRIVAL PROCEDURES
The Front Office Department is crucial in managing guest arrivals efficiently and ensuring a
positive first impression. Here are detailed guest arrival procedures for a hotel's Front Office
Department:
1. Reservation Verification:
Check the reservation system to confirm the guest's booking.
Ensure that the reservation details, including room type and length of stay, match the guest's
expectations.
2. Guest Greeting:
Provide a warm and friendly welcome to the guest. Use the guest's name if available and offer
assistance.
3. Registration Process:
Request identification and verify the guest's identity. Collect necessary information, such as
contact details and any special requests. If required, provide the guest with a registration form to
fill out.
4. Room Assignment:
Assign a room based on the guest's preferences, reservation details, and hotel availability.Explain
the room features and amenities.
5. Key Issuance:
Provide physical room keys or key cards. Instruct the guest on how to use the keys or key cards.
6. Payment Processing:
If payment hasn't been made in advance, process the payment for the room and any additional
services. Explain the billing details and provide a receipt.
7. Welcome Information:
Provide the guest with essential information, including:
 Hotel facilities and services.
 Check-out time.
 Wi-Fi access details.
 Emergency procedures.
 Contact information for the front desk.
8. Luggage Assistance:
Offer assistance with luggage if required. Provide information on bell services and their
operating hours.

Mr. Sourabh S. Jadhav 1|Page


MCEF’s Magarpatta College of Hospitality Studies, Pune
Front Office Operations II (HS 208) (Semester II)

9. Loyalty Program Enrollment:


If applicable, ask the guest if they are a member of the hotel's loyalty program and offer
enrollment if not.
10. Concierge Services:
Offer information about local attractions, transportation options, and dining recommendations.
Assist with any concierge services the guest may require.
11. Follow-Up Questions:
Ask if the guest has any specific needs or preferences and address them accordingly. Inquire
about the guest's satisfaction with the check-in process.
12. Information Package:
Provide the guest with an information package containing a map of the hotel, local attractions,
and important contact numbers.
13. Check-In Confirmation:
Confirm the details of the stay, such as the length of stay and room preferences, to avoid any
misunderstandings.
14. Record Keeping:
Update the guest's information in the hotel's system for future reference. Keep a record of the
guest's preferences and special requests. Efficient execution of these guest arrival procedures
by the Front Office Department contributes significantly to a positive guest experience and sets
the tone for their stay at the hotel.

On Check in / Arrival Date:


1) Always designate a Group Coordinator from the Front Desk prior to arrival.
2) Liaise constantly with the sales Group coordinator for information.
3) Check that Arrival Registration cards have been prepared for the group along with the rooming
list for signature.
4) Check all Relevant correspondence has been read and briefed during the staff briefing.
5) Check Group Billing instructions and cross check the billing instructions entered on the Property
management software.
6) Once Priority group rooms have been allocated, cut rooms keys for arrival.
7) If Group is arriving at one time then all rooms must be allocated and all keys cut.
8) The number of keys per room must match with the occupancy of the room.
9) Insert Key Cards into key card Jacket and place on the tray along with rooming list.
10) Print traces report for Front office and read the instructions given.
11) Choose an appropriate group check in area according to the following:
 Size of the Group
 Block / Wing the group is staying
 Transport to the hotel
 Time of check in

Mr. Sourabh S. Jadhav 2|Page


MCEF’s Magarpatta College of Hospitality Studies, Pune
Front Office Operations II (HS 208) (Semester II)

12) Registration cards along with Keys should be kept in Alphabetical order.
13) Sufficient stationary / Pens must be kept ready for guests to sign their registration cards.
14) Welcome Drinks and cold towels should be prepared so they may be served on arrival. And
accurate number of Drinks to be pre ordered so that the room service supervisor is aware of this
requirement.
15) The Bell Desk / Concierge must be kept informed of the group arrival time and the following
needs should be coordinated:
 Luggage Tags are ready.
 Luggage delivery plan is organized.
16) Their Duty Roster has been prepared taking into consideration the group’s size and Arrival
Time.
17) All changes with the group arrival time check in area and group size to be given to the
concierge.
18) Collect wake up call for the group from the tour leader.

Mr. Sourabh S. Jadhav 3|Page


MCEF’s Magarpatta College of Hospitality Studies, Pune

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