CI012 Employee addresses guest by name but not in excess.
CI013 Ask guest for passport and present registration form to guest. Ask to complete address and sign; offer
assistance
CI014 Guest is presented with standard hotel pen.
CI015 Writing pad is clean and in good condition
CI016 Confirm booking details incl. length of stay, room type, bed type, smoking preference, view preference, etc and
assign room accordingly.
CI017 Reconfirm rate without announcing verbally and explain package inclusions to guest.
CI018 Obtain email address and confirm for accuracy
CI019 Employees to ask if guest belongs to any loyalty member programme if applicable at the hotel.
CI020 Ask for departure time and offer assistance to arrange transportation, emphasis on hotel limo, but do not force
on guest.
CI021 Get Credit Card or cash deposit and ensure approval as per Credit Policy is retrieved..
CI022A Never ask guests to reconfirm their luggage when a luggage tag had been provided.
CI023 Complete Check in and pass keys to guest. Point out room number on key card folder and show directions to
the room. Specifications
CI024 Employee wishes guest a pleasant stay -with sincerity.
CI025
Check in should be completed within 5 minutes. Check in is considered finished, once the key has been handed
to guest and all steps above have been completed. Introducing hotel facilities afterwards is not included in this
time limit.
STANDARDS REFERENCE GUIDE - ROOMS
SUBJECT: Check-in
38