Guest Check-In & Check-Out

Purpose

To give every guest a warm, efficient arrival and a smooth, accurate departure while meeting the hotel’s legal and financial requirements.

Scope

Applies to all arriving and departing guests handled at the Front Desk, including individual, corporate and complimentary stays.

Responsibility

Front Desk Associate performs registration and settlement; Duty Manager resolves exceptions; Front Office Manager reviews compliance and audit findings.

Detailed procedure

1. Greet the guest within 30 seconds, smile, welcome them to the hotel and confirm the name on the reservation.
2. Verify a valid photo identity document for every adult guest, and complete the registration card with the required details.
3. Confirm room type, rate, number of nights and departure date, and obtain a payment guarantee or advance.
4. Assign the room, encode the key cards, and explain breakfast timings, Wi-Fi access and key facilities.
5. Call a bell attendant for luggage assistance and escort the guest to the lift or room where appropriate.
6. At check-out, retrieve the folio, review charges with the guest, and confirm the minibar and housekeeping status.
7. Settle the bill, issue the invoice, collect key cards, thank the guest and invite feedback and future bookings.

Standards and guidelines

• Registration is completed within five minutes of arrival under normal conditions.
• The guest is addressed by name at least once during the interaction.
• Identity documents are checked and returned immediately after use.
• Folio is explained line by line before settlement.

Required records and documentation

• Guest registration card
• Identity verification record
• Signed folio and invoice copy
• Key issue register

Related images

Document control