PRE ARRIVAL GUEST
• The guest chooses a hotel during this stage. The guest’s choice can be
affected by many factors including previous experiences with the hotel,
advertisements and recommendations from the travel agents, friends or
• This decision may also be influenced by the ease of making reservations
and how the reservation agent describes the hotel and its facilities, room
rates and amenities. The attitude, efficiency of the front office staff may
influence a caller’s decision to stay at a particular hotel. A reservation agent
must be able to respond quickly and accurately to requests for future
PRE ARRIVAL PROCEDURE FOR
Look all arrivals guest profiles, history and special remarks if any.
Make note of all relevant guest requirements and special needs.
Ascertain arrival and departure time of Group.
Check all group reservation for Room rate, Meal Packages attached and make sure
the instructions are according to the group contract.
Print the rooming list sent by the Travel agent / Company and cross check the
number of persons occupying a room is correct.
Cross check the billing instructions on PMS for all group rooms and Group
Take note on Room allocation, Special needs, wedding
anniversaries, birthdays etc.
Look for Extra bed and baby cot requirement and send
notification via message or email to the housekeeping
Always ensure that housekeeping / Room service / Engineering
is aware of any special needs for this group.
Call up the group coordinator and reconfirm the arrival time of
Communicate all VIP/Suite room allocations with Guest
Give requisition form to Room service for group welcome
drinks and cold towel.
PRE ARRIVAL PROCEDURE FOR
• A VIP status is often approved by the General Manager, Room director/Director of
operations, or Director of sales as VIP guest are pre-registered and it is also
important as credit limit depends on the VIP status.
• Sales team should be informed about VIP reservation well in advance, this lead to
blocking of the appropriate room and also should be notified same to the other
• During reservation an appropriate VIP code is to be attached to the VIP reservation
on the PMS(Property Management System).
Tagging of VIP code to the reservation helps other department to
easily identify the VIP status of the guest and do the required
VIP status is normally printed on reports and in this new age of Hotel
management’s software also give pop-up to users whenever they try to
access the guest reservation.
After blocking the room for the VIP guest, Front office department
should send the requisition form to Housekeeping and room service
in advance so they can do the required arrangements.
Housekeeping department put a priority on VIP arrivals and return
those rooms to Front office as soon as possible.
Executive housekeeper/Asst. Executive housekeeper should
verify the rooms before releasing the same to Front desk for
Guests have their first face to face interaction with the hotel staff on their
arrival at the hotel. This is a very critical stage as guests from an opinion
about the standards and service that the hotel can provide to them.
During this phase, guests are greeted by the front desk staff and the
registration process begins.
Once the guest has registered with the hotel , she is assigned a room at the
negotiated room rate.
The guest is then shown to her room and her luggage is brought to the
room by the bell desk.
Thus the function of the front office on the arrival of a
Reception and welcome of the guest
Registration of the guest
Room rate and room assignment to the guest
Handing over the room key to the guest
Luggage handling of the guest by bell desk