Front Office Subject - Handling The Walk-In Guest

       Now I would like to tell you about the step of handling the walk-in guest at the reception. For the complete lesson about front office you can try open this link "http://english.cape.edu/lessons/lesson02.html".

Provide Accomodation Service Reception

Step by step to handle the walk-in guest check-in at the reception :

1. Greeting

Ex : Good Morning, welcome to Pradana Hotel, I’m Haridl as the receptionist.

2. Offering help

Ex : How may I assist you?

3. Asking whether the guest already reserved a room or not

Ex : Have you been reservation before, sir?

4. Asking the guest name

Ex : May I know your name, sir?

5. Asking how long the guest will stay

Ex : How many night you will stay in our hotel, sir?

6. Asking how many person will stay

Ex : How many person will stay, sir?

7. Asking how many room will booked

Ex : How many room do you want to book, sir?

8. Asking the special request of the room (ex : smoking room, room view, etc)

Ex : Do you prefer smoking or non smoking room, sir?

9. Excuse to the guest that you want to check the room availability

Ex : Please wait a moment sir, I will check the room availability.

10. Explain to the guest about the rooms that available for the day

Ex : You’re very lucky today sir, because we have a deluxe room that will be very comfort for you with queen size bed, LCD 29 inch, hot and cold water, and a mini bar.

11. Offering the room to the guest

Ex : Would you like to take the deluxe room, sir?

12. Asking the guest to fill up the registration form

Ex : Do you mind to fill up the registration form, sir?

13. Asking the guest identity card to be copied

Ex : May I borrow your ID card, sir?

14. Asking the guest about the payment

Ex : Excuse me sir, you’re gonna have to pay 200 USD for the room rate and 100 USD for the other expenses. How do you want to settle your payment, sir?

15. Give the guest card and room key to the guest

Ex : This is your guest card and room key, your room number is 201. And there’s the instruction to use the key. Also this is your breakfast coupon.

16. Asking another assistance

Ex : Is there anything else I can do for you, sir?

17. Offering the porter to carry up the luggage

Ex : Do you need a porter to carry up your luggage, sir?

18. Closing greeting

Ex : Thank you sir for the registration, I hope you will enjoy staying in our hotel. If there’s any problem please contact the front desk by dial number 1 from your room. Have a nice stay.