IKL Knowledge

Policies & Procedures

RESERVATIONS

6. Check In

Check in

Welcome the guest as they arrive; we may not always have a dedicated reception point for our accommodation, but there are some fairly obvious indicators that tell you where the guest has to come to check-in. It will very often be a member of the team that the guest comes into contact with first. Our team needs to be confident that they are able to deal with any of our guests needs; much as they do in the bar/restaurant. It is important to recognise that check-in time coincides with the beginning of the busiest time of your day, so if you have a full Lodge it makes sense to dedicate someone to ‘check-in’ your guests, but the whole team should be equipped to deal with a resident. Note – Do not pre allocate all expected arrivals to room numbers for the day of arrival or beyond. This causes problems with room moves and changes to guest requirements. Only pre-allocate room numbers to reservations that have specific requests that can be met (remember a request is just that, a request). Check your Detailed Arrivals List each morning for Special Requests and Reservation Comments.

Registration Documents

For a variety of reasons relating to security, audit and our guests’ safety, there are ten pieces of information that we must keep a record of that relate to their stay. Remember it is a legal requirement. We need to process this information as quickly as possible; and without delaying the guest unnecessarily.

• Surname • First name • Address • Signature • Method of payment (including card number) • Car registration number • Passport number and next destination (if overseas guest) • The room number • The arrival and departure dates • How many adults and children will be staying in the room • Nationality

Registration cards can be pre-printed before your guests arrive to save you time and our guests queuing.

You can now check them in on Opera and this must be done while the guest is present in front of you and NOT later that evening (this is for their safety). When you press the Check In button the system automatically selects the next available room. After the guest has checked, amended & signed their registration card You must enter the correct payment information into Opera as well as your Business Zonal Till. This enables us to track guests payments should queries arise after the guest has departed (it also ensures our transactions can be tracked and audited for security and PCI compliance).

After the guest has gone to their room

• Write paid on the registration document as appropriate • Process documentation immediately and store in a safe place • When handling cash payments, ensure you store the cash in the lockable cash drawer in a separate money wallet • You must make the relevant changes to their profile in Opera.

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Innkeeper’s Lodge

Policies & Procedures Guide