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Upon arrival guests should be greeted, registered and given the key of their rooms. First, the receptionist should welcome a guest with a smile, welcome him or her. For example like “Hello” or “Good morning, I like to welcome you at the Regent’s house, can I have your name please”. You check whether he/she has a reservation. If so, the guest is registered. The client is asked to fill in a registration card (name, address, other information, number of nights, etc). It can be also done by dictating to the receptionist all this data. The identity of the guest should be checked by verifying the passport or identity card, driver’s licence of the guest(s). A copy can made or the ID number with the official name of the guest can be written down. If there is no reservation, the receptionist quickly checks availability of rooms and describes available accommodation and the rates. In larger accommodations, it makes sense to have an (electronic) schedule with graphical representation of the rooms occupied, free or being cleaned.
Another important point during check-in, aside from assigning the room, is to insure payment. If the guest has not paid in advance when making a reservation, he can be kindly requested to make payment in cash or by credit card /cheque. If you accept cash only, your guests should be notified about it before they come. If people do not pay before or at arrival, it is customary to make a copy of their credit-card and write down the licence plate of their car. Some accommodations prefer keeping ID documents as a deposit until payment is done. In case of cooperating with a tourism agency, the guest has a voucher that is declared upon arrival, the bill is sent to the company, and it normallypays in advance.
After these procedures, the receptionist gives the key or accompanies the client to his/her room. The host or the receptionist makes the guest at ease, shows to theroom, helps with the luggage/sports equipment and presents the accommodation facilities.
Sometimes, depending on the type of accommodation, it can make sense to give a special welcome to the expected guests before starting the routine check-in formalities. Usually this takes place when a group of people arrives. In this case, the host or reception staff (often dressed in typical for the area clothes) meet the guests with warm welcoming words or tells a local legend, and guests receive a traditional treat, which can be a local drink accompanied by any food specialty of the region, etc.
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4.2.1. The Receptionist | 4.2.3. Provision of Information |
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