Check in Procedure

0

Berikut Ini adalah tahapan-tahapan untuk menangani tamu yang akan check in


    1. Greetings

      1. Memberikan salam kepada Tamu 

Give warm welcome to the guest 


Tujuan memberikan salam kepada tamu ini adalah agar tamu merasa nyaman dan diterima pada saat datang ke hotel ( terutama untuk pertama kalinya ), ketika tamu merasa nyaman dan diterima membuat perasaan mereka menjadi senang, sehingga ini adalah awal kita menghancurkan penghalang antara kita dengan tamu, dan tamu akan terbuka dengan kita membuat kita lebih mudah ketika menyampaikan sesuatu atau ketika kita menanyakan sesuatu

The point we greet to the guest was to create the feel of acceptable and comfortable to the guest ( especially when this is their first meet ). If they fell comfortable and acceptable it will make their happy and this is the beginning of break the ice between us and the guest, and this condition will make the guest open and trust us so that it will make us more easier when we asking or delivery message to them


“Selamat Pagi/ Siang/ Malam Bapak/ Ibu selamat datang di Hotel X ada yang bisa saya bantu”

“Good Morning/ Afternoon/ Evening Sir/ Ma’am, welcome to Hotel X, what can I do for you


Note :

  • Gunakan Intonasi bahasa yg Jelas dan Lugas

Using clear voices and good intonation

  • Posisi tangan didada pada saat menyapa tamu, JANGAN SAMBIL MELAKUKAN SESUATU

Hand postition was infront of our chest when we greet the guest, DO NOT DO ANYTHING ELSE

  • Berdiri tegap, jangan menunduk, jangan mendekat dari tamu dan juga jangan menjauh ketamu

Stand tall, don’t bend, dont stand close and dont stand back

  • Mata menatap ke tamu 

Keep Eye contact

  • Tersenyum

Keep Smile to the guest, and give your best smile

  • Fokus

Still focus to the guest so that ya can find out what the guest needed

  • Ucapkanlah nama tamu apabila kita sudah tahu/ tamu tersebut adalah repeater guest

Mentioned the guest name if we already know the guest/ repeater guest


  1. Reconfirm

    1. Asking if the guest already has a reservation or not

    2. If The guest already has the reservation then 

      1. tell them to wait while we check in the system/ correspondence 

      2. Asking the guest name

      3. “ Mohon maaf bapak/ ibu mohon ditunggu sebentar saya akan check di dalam sytem terlebih dahulu”

      4. Info about what is guaranteed for the guest

      5. Include Breakfast or not

      6. Taking the registration form

 

  1. If the guest doesn't have a reservation then ( walk in )

    1. Tell them while we check the room available in the system

    2. Find the available room/ VCI - ready to sell

    3. Offering the guest the available room, start from the higher category

    4. Info about what is guaranteed for the guest

    5. Include Breakfast or not

    6. When the guest has already confirmed the room ( step of handling reservation ) then followed to registration


  1. Registration 

    1. Please check for the room status is it ready or not

    2. If ready please follow the next step, if not prepared please check with the housekeeping to make it ready

    3. Ask the guest's ID

    4. Reconfirm

      1. Period Of Stay

      2. Room Type

      3. Bed Type

      4. Payment

    5. Asking the guest contact

    6. Info about payment

      1. If  then info to the guest of the insured item and not guaranteed

      2. If a personal account/is not guaranteed then ask the guest for full payment for their booking

      3. Info to the guest that they need to leave a deposit of 100.000 by cash/ card ( debit ) - and this is will be refunded when the guest checks out


  1. Asking Payment

    1. Ask the guest about how will they make the payment

    2. Receive the money if in cash, then count the money

    3. If payment by card, receive the card then check the card and make sure it is debit or credit, after that do the payment by card

    4. Prepare bill

      1. Please note in the bill if the payment for the room and deposit

      2. Please note the room number

    5. Asking Payment


  1. Prepare Key

    1. Create the key by the encoder

    2. Complete the form for key closure


  1. Check in the system, after everything is ready please check in, in the system

  2. Return the guest ID

  3. Give bill and guest payment card, while informed that the bill for deposit cannot be lost, because if lost we will not return the money, make sure the guest has to keep it

  4. Explain about hotel area

    1. Restaurant time open

    2. Swimming Pool Location

    3. Guest location right know the location

    4. How to use the elevator

    5. Smoking Area

    6. Breakfast Location and Charge

    7. Outsider Food

  5. Info to the guest they can call ext 1 if they need something in their room

  6. Giving Key

  7. Say Thank you

  8. Extra Mild
Tags:

Post a Comment

Previous Post Next Post