Early Check-In & Late Check-Out

Purpose

To manage requests for early arrival and late departure fairly, while protecting room readiness and revenue.

Scope

Applies to all guest requests that fall outside standard check-in and check-out times.

Responsibility

Front Desk Associate takes the request; Housekeeping Supervisor confirms room status; Duty Manager approves charges and exceptions.

Detailed procedure

1. Note the request, guest name, room and the time required.
2. Check the arrivals and departures forecast and the room status with Housekeeping.
3. Confirm whether the request can be accommodated and state any applicable charge as per the policy.
4. Obtain the guest’s agreement and record the approval in the reservation notes.
5. Inform Housekeeping and the Bell Desk of the revised timing.
6. If the request cannot be met, offer alternatives such as luggage storage and use of lounge facilities.
7. Post the approved charge to the folio, and complete the guest’s service smoothly at the agreed time.

Standards and guidelines

• Replies to requests are provided within 30 minutes.
• Charges follow the approved policy and are disclosed before confirmation.
• Alternatives are always offered when the request is declined.
• Guest luggage is stored securely and tagged.

Required records and documentation

• Early/late request log
• Housekeeping status report
• Approval record
• Luggage tag register

Related images

Document control