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Guest Check-In Guide

This guide covers the check-in process for arriving guests.

Overview​

The check-in process is a critical touchpoint that sets the tone for the guest's stay. This guide walks you through each step to ensure a smooth and efficient experience.

Prerequisites​

Before beginning check-in:

  • Active reservation in CONFIRMED status
  • Guest identification document
  • Room availability (clean/inspected room)
  • Working key card encoder

Step-by-Step Process​

1. Find the Reservation​

  1. Navigate to Front Desk > Arrivals
  2. Locate the guest by:
    • Confirmation number
    • Guest name
    • Expected arrival date

Tip: The arrivals list shows all guests expected today, sorted by arrival time.

2. Verify Guest Identity​

  1. Click Check In on the reservation
  2. Request guest ID (Passport, Aadhaar, Driving License, etc.)
  3. Scan or manually enter ID details:
    • Document type
    • Document number
    • Expiry date
    • Name (verify matches reservation)
  4. Capture ID image if required by property policy

Important: Always verify the name on the ID matches the reservation. If different, update the reservation or consult a supervisor.

3. Review Reservation Details​

Confirm with the guest:

  • Arrival and departure dates
  • Room type booked
  • Rate and inclusions
  • Number of guests
  • Special requests

4. Assign Room​

  1. System suggests available rooms based on:
    • Room type
    • Guest preferences
    • Housekeeping status
  2. Review suggested room or select alternative
  3. Consider:
    • Floor preference (high/low)
    • View preference
    • Proximity to elevator
    • Connecting room needs
    • Accessibility requirements

Best Practice: Verify room is marked CLEAN or INSPECTED before assignment.

5. Collect Payment (if required)​

  1. Review folio balance
  2. If payment required:
    • Pre-authorize credit card, or
    • Collect cash advance, or
    • Verify company/TA billing
  3. Record payment method and details
  4. Print receipt if requested

6. Complete Check-In​

  1. Print Registration Card (GRC)

    • Guest reviews and signs
    • Store signed copy

  2. Encode Room Key Card

    • Insert blank card in encoder
    • System programs key with:
      • Room access
      • Valid dates
      • Additional access (gym, pool, etc.)
    • Issue 2 keys by default

  3. Provide Hotel Information

    • WiFi password
    • Breakfast timing and location
    • Checkout time
    • Reception contact number

  4. Click Complete Check-In

Walk-In Check-In​

For guests without reservation:

  1. Navigate to Front Desk > Walk-In
  2. Check availability for requested dates
  3. Select room type and rate
  4. Create new guest profile
  5. Complete standard check-in process

Early Check-In​

When guest arrives before standard check-in time:

  1. Check room availability
  2. If room ready:
    • Offer early check-in (may be complimentary or charged)
    • Proceed with standard check-in
  3. If room not ready:
    • Offer luggage storage
    • Provide estimated time for room readiness
    • Take guest contact for notification

Group Check-In​

For group arrivals:

  1. Navigate to Front Desk > Groups
  2. Select the group
  3. Review rooming list
  4. Use Quick Check-In for multiple rooms
  5. Pre-assign rooms before arrival when possible

Common Scenarios​

Upgrade on Arrival​

If offering a room upgrade:

  1. Explain upgrade benefits
  2. Confirm any additional charges
  3. Update reservation with new room type
  4. Proceed with check-in

Payment Card Declined​

  1. Politely inform guest
  2. Request alternative payment method
  3. If no alternative:
    • Consult supervisor
    • May require cash deposit

Room Not Ready​

  1. Apologize for inconvenience
  2. Offer alternatives:
    • Complimentary drink at restaurant
    • Lounge access (if available)
    • Store luggage
  3. Commit to notification when ready
  4. Consider upgrade if available

Guest Disputes Rate​

  1. Review reservation source and rate quoted
  2. If discrepancy:
    • Consult supervisor
    • May need to honor quoted rate
  3. Document any rate adjustments

Tips for Success​

  1. Greet warmly - Use guest name after identification
  2. Be efficient - Have documents ready, minimize wait time
  3. Verify details - Double-check dates and room assignment
  4. Personalize - Note special occasions or preferences
  5. Inform - Share relevant hotel information
  6. Thank - Express appreciation for choosing your hotel

Troubleshooting​

Key Card Not Working​

  1. Re-encode a new key
  2. If still failing, check encoder
  3. Issue manual key if needed

System Error​

  1. Note the error message
  2. Try refreshing the page
  3. Contact IT support if persistent
  4. Manual check-in may be required

Printer Not Working​

  1. Check printer connection
  2. Try printing from another terminal
  3. Complete check-in, print documents later