Group Arrival Procedures
Group Arrival Procedures
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.
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.