Hotel check-in in 5 steps

Are you new in the hospitality? Are you going to work at the reception desk for the first time and you don`t know how to do a check-in? Or you want to know more about this procedure?

In this article we will explain the most important steps to do and what to consider during the check-in: hotel check-in in five steps!

The reception desk is the first department that guests see while arriving. Hence, is the first impression too. For this reason, the check-in procedure must be professional and flawless. The first important factor to consider is that guests have been travelling, maybe they are coming from the other side of the world. Therefore, the check-in must be smooth, quick and exact. We can sum up the procedures in five steps.

Step 1: welcome

As soon as the guests are stepping in the lobby, the eye contact is very important. The body language is fundamental for first impression: be open and smile to the guests. If you are busy, you can quickly say hello and let them understand that soon you will be ready for them.
Think always that guests have been travelling and they might be tired. Let them feel welcome and ask them how the trip was. Be emphatic.

Step 2: credentials

Now is the time to ask for name and ID. Find the booking in the system and always double check with the guests the following information:
– Arrival date
– Departure date
– Number of guests
– Room Category
– Bed type

Normally, all hotels have a registration card to complete upon check-in (who will fill it out and the information needed are different depending on hotel and country. Usually, the information to fill in are name, address, email address, date of birth, nationality). Afterwards, the guest must sign up the registration card.
Another important information to take into account concerns the special needs: for example allergies and medical conditions.
If you are working in a chain branded hotel, ask if the guests are already part of the loyal program or if they are interested to join it.

Step 3: payment conditions

Now explain to the guests the payment conditions chosen and the costs. The right information will be very helpful, in the view to avoid any issues during the check-out procedures. Take a deposit or a credit card authorization if requested. For the credit card authorization, always explain that it concerns a block only and the amount has not been charged yet. Instead, if you must charge the full amount as per conditions, always let the guest know what you are going to do. Check and mention what the rate includes. Moreover, don`t forget to mention further extra fees, for example city tax, parking or extra bed.

Step 4: keys

After checked all essential information, you can proceed with the check-in in the system. All modern hotels have the coded key card and normally by checking in the room in the system, the codification is automatic by putting the key on the key box. Instead, there are still hotels with old-styled keys. In this case, make sure to give the right room number.

If there are other guests in the lobby, indicate the room number and don`t speak it loudly: don`t forget to respect guests` privacy.

Step 5: end

The end of the procedure is only the beginning of the guest`s experience in your property. At the end, you can ask the guests if they want to know more about the sightseeing or if they are tired, you can invite them to come back later for more information. Don`t forget to wish the guests a nice stay and explain the way to the room.

Always remember that each hotel has the own standards and procedures. Depending on the organization and standards, the check-in might be different. For example, there are some international hotel chains which are expecting the same greet from all employees, or for example there are hotels which are providing self-check-in only. Nevertheless, for all check-ins on spot, the hotel check-in five steps are always necessary.