HOTEL

MANAGEMENT
GUEST CYCLE

Pre-
Arrival

Registration
Check Rooming
Check In
Out
Post
Registration

Post
Arrival
HOTEL PROCESSES
Check In (Registration)

Check In (Rooming)

Check In (Post Registration)

The check in
procedure involves

CHECK all stages from the

arrival of a guest
to the issuance of

IN the guest room

key.
Pre-Arrival Protocol/Registration
Greet the guest/s and ask if the guest/s has reservation.

With reservation No reservation

Check arrival status and

confirm reservation details Check room availability.
with guest in
pre-filled GRC.
YES NO
Suggest
Proceed.
alternatives.

Finishing Check In
Procedures YES
(may differ by Types of
Guests)
Pre-Arrival/Types of Guests
• Reserved Guests
• Walk In
• VIP Guests
• Scanty Baggage
Guests
• Foreign Guests
• Group Check In
• Automated Check In
Check In/Formal
• Reserved Guests
Pre-Arrival Guests that
Protocol/Registration booked
for
accommodation
Staff checks
in advance.
the room
Allot the room as per the availability.
guest’s preference.

Bell Boy
assists
Settle the mode of payment guests with
and assign the room keys. luggage.
Check In
• Reserved Guests
• Walk In
• VIP Guests
Guests
• Scanty Baggage
without
Guests
• Foreign Guests
reservations.
• Group Check In
• Automated Check In
Check In

• Walk In
Greet the guest/s and follow Pre-arrival Protocol for
guests with no reservations.

Check the availability of

rooms.

Rooms are available Rooms are not available.

Issue room keys.

Suggest alternatives. If the
guest accepts, register him.
Wish the guest/s an Otherwise, refuse
enjoyable stay and update accommodation politely.
the front office records.
 Check In
• Walk In Guests
Reserved

• VIP Guests
Guests that are
• Scanty treated specially.
Baggage
VIP services do not follow
Guests
• Foreign
he same protocolGuests
for standard guest
Mostly handled
• Group Checkby In
tenured staff
for better performance.
• Automated Check In
Check In

Arrange for the pick up of the VIP from the arrival. (Pre-arrival)

Welcome the guests traditionally on arrival in the hotel lobby.

• VIP Guests
The Front Office or General Manager should receive the guest/s
personally.
Registration formalities should be carried in the guest room over
a welcome drink or by an authorized representative during the
pre-arrival.
Rooms are pre-allotted to the VIPs. Security and Bellboys must
be on standby to help with luggage and assistance to room
designation.

Update the front office records and send the VIPs-in-house list
to all concerned departments.
Check In
• Reserved
VIP GuestsGuests
• Walk In

• Scanty Baggage
Guests
Guests with hand baggage
• Foreign Guests
or no luggage. These guests
• Group Check In
are most probable to check
•out of the hotel
Automated without
Check In
Check In
Greet the guest/s and follow the Pre-Arrival Protocol.

Stamp the GRC with “Scanty Baggage” and take the authorization
from lobby manager.

• Scanty Baggage
Ask for advance payment.

Guests A bellboy must

Allot the room and issue room keys.
be on standby to
escort the
Send a note of APC to all POS. guest/s to the
designated room.

Update the front office records.

 Check In
• Reserved Guests
Scanty Baggage
Guests
• Walk In
• VIP Guests
uests that come from outside the countr

• Foreign Guests
• Group Check In
• Automated Check In
Check In
Greet the guest/s and follow the pre-
arrival protocol.

Ask for the guest’s passport (check

validity) and fill in the details for Form
C.

A bellboy must
• Foreign Guests
Establish the mode of settlement of the
bills. be on standby
to escort the
guest/s to the
designated
Update the front office records. room.
Check In
• Reserved Guests
Foreign Guests
• Walk In
• VIP Guests
• Scanty Baggage Guests
Guests that come in groups.
A group leader, appointed by the group,
must settle the registration.
• Group Check In
• Automated Check In
Check In
PRE-REGISTRATION CHECK IN PROCEDURE

Luggage must be handled

Prepare a group guest list. by bell boys upon guests’
arrival.
Block rooms and prepare
GRC will be handed to the
rooming list. group leader to have it affixed
by each members who’ll
Place arranged room keys receive room keys.
in an envelope.
Prepare an pre-filled GRC Double check signed GRC.`
with details given by group
• Group Check Front
leader.
In Office circulates the
Keep enough bell rooming list of the group
boys to handle to all departments.
the luggage.
 Check In
• Reserved Guests
Group Check In
• Walk In
• VIP Guests
• Scanty Baggage Guests
Some•hotel
Foreign
offerGuests
electronic procedure
which allows the guest to check in
with a reservation using a machine.
• Automated Check In
Check In
Guest self checks in terminal.

Guest inputs necessary information.

The terminal allots the rooms to guest

Guest accepts and pay by swiping a credit card.

The terminal dispenses a receipt and issues a room key.

• Automated Check In
The terminal updates the front office records and sends
notification to all departments.
Check In/Rooming
Rooming is Check In (Registration)
the
installation of
guests and
Check In (Rooming)
their luggage
at the
allocated
room. Check In (Post Registration)
Check In/Rooming
Bell boys escort the guests to their rooms and assist in handling
their luggage, then explains the room features.

Room key is handed over to the guest/s by the bell boy.

Receptionist enters name

and room number and hands
over the key card to guest.
Check In/Post Registration

Post registration
consists of back office
designations after a
Check In/Post Registration
Make the ANS
and update room
Sign the GRC. and information
racks.

Plotting on
movement list Dispatch
and room Notification Slips
position. to:

Make an entry in Telephon Room

House-
Arrival-Departure e
keepin
Service
g
Register. Release To note To
the line essential prepare
s linens
Note down billing
Update room
instructions on
position.
FOLIO.
Post Arrival
Anything that
pertains to the hotel
staff activities
during the guest’s
stay at the hotel
after the
Post Arrival
Post Arrival/Hotel Services

Hotel Services are special

benefits and tasks that the hotel
offers to its guests.
• Reception Telephone
• Paging
• Free WiFi
• Handling Guest Mail
• Wake up Call
 Post Arrival/Hotel Facilities

Hotel Facilities are areas in the

hotel that provide extra benefit
to the guests.
• Gym
• Swimming Pool
• Beauty Salon
• Business Centre

• Catering
Post Arrival/Hotel Amenities

Hotel Amenities refers to the

useful and unique feature of the
hotel.
• Hot Tub/Spring
• Valet Parking
• Hot and Cold Shower

• Bar/Lounge
• Fitness Centre
WRITER’S BLOCK T_T
Check Out
Check out is the
standard time by
which the hotel guest
must formally vacate
the room without
incurring charges for
Check Out/Billing
Front Desk receives check out
request.
Departure
Bell Desk is
Notification
informed.
Slip
Bell boy
Cashier updates guest folios. collects the
luggage
Cashier presents the bill.

Guest settles account. Bell boy deposits

the key at front
Front Desk makes luggage pass desk.
out.

Check out information sent to all. Bell boy loads

the luggage in
Front desk updates the F.O. the car.
records.
Check Out/Departure

Always ask for feedbacks from guests.

Assist guest in availing transport service.