Walk-In Guest Handling

Purpose

To welcome guests who arrive without a reservation, offer suitable accommodation and secure the booking correctly.

Scope

Applies to all unplanned arrivals at the Front Desk, including those referred by other hotels or local contacts.

Responsibility

Front Desk Associate receives and registers walk-ins; Duty Manager approves discounts or special rates.

Detailed procedure

1. Greet the guest warmly and ask how many guests, nights and which type of room they require.
2. Check live availability and select the most suitable rooms.
3. Present the rate, inclusions and policies clearly, and offer a room visit where possible.
4. Request photo identification and complete the registration before assigning the room.
5. Collect payment or a guarantee in advance as per the walk-in policy.
6. Create the reservation in the system, tag the source as walk-in and assign the room.
7. Brief the guest on facilities and escort them as per standard check-in.

Standards and guidelines

• Walk-in rates are applied only within the approved rate grid.
• No room is allotted before identity and payment are secured.
• Guests are never turned away without alternatives being suggested.
• Source of booking is always recorded correctly.

Required records and documentation

• Walk-in register
• Registration card
• Payment receipt
• Rate approval note

Related images

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