Group Check-In Handling

Purpose

To process group arrivals efficiently, so guests receive their rooms promptly and the group organiser has accurate billing.

Scope

Covers groups of ten rooms or more, including tour groups, wedding parties and corporate delegations.

Responsibility

Front Office Manager coordinates the arrival; Front Desk Associates handle registration; Bell Desk manages luggage; Housekeeping ensures rooms are ready.

Detailed procedure

1. Obtain the final rooming list and billing instructions from the organiser at least 24 hours before arrival.
2. Pre-assign rooms, pre-register guests and prepare key envelopes with guest names and room numbers.
3. Confirm the arrival time and notify Housekeeping, Bell Desk, Food and Beverage and Security.
4. On arrival, welcome the group leader, set up a dedicated group desk and greet guests with a welcome drink.
5. Collect identity details for each guest and issue key envelopes in an organised manner.
6. Coordinate luggage delivery through the Bell Desk using group tags.
7. After arrival, send the final in-house list to all departments and verify master account instructions.

Standards and guidelines

• Rooms are ready before the group arrives.
• Each guest’s check-in takes no more than three minutes.
• Master and individual folios are separated correctly.
• The group organiser has a single point of contact.

Required records and documentation

• Rooming list
• Group arrival checklist
• Master account authorisation
• Luggage tag log

Related images

Document control