Pre Arrival 1.1

PRE ARRIVAL PROCEDURE
Preparing for Next Day Arrival:
1. Night shift to ensure that all the stationary is well stocked for the next day.
2. Night Shift to go through all the reservations for the next day.
3. The reservation is checked for
 Arrival details
 Spelling of the Guest name
 Accuracy of rates
 Billing instructions
 Traces – Resolve the trace.
 Correspondences / confirmations
4. The night shift to print the reg card
5. The letterheads should be clean, free from stains and should not be 'dog-eared'
6. Ensure that the last name of the guest and the company name correspond to arrival list for the
next day.
7. Printing Registration Cards.
8. Attach Membership Form for non members, pre-arrival messages if any & welcome letters with
the key jacket.
For Sharer Guests

 Print separate registration cards for each guest.
 Prepare the key jacket with the First & Last Name & Arrival date.
 Place all the printed registration cards in the “alphabetical rack” in alphabetical order.
Briefing:
Ensure that briefing before each shift is held.
Before starting the briefing
The following reports to be printed for the briefing
 Arrival Report
 VIP In-house
 No-show report
 “Cancellation for the day” report
 Complimentary and House-Use rooms
 Arrival List
 Guest Satisfaction Scores
 Complaints of the day
 15 min training
 Handover from the Log book
1. Briefing happens at back office.
2. Discuss the previous days “Daily Business Report (DBR)”.
3. Discuss the current house position along with the arrivals for the day.
i. All VIP room blockings along with room numbers and name to be mentioned.
ii. Single lady guests/ Long Stayers / First Timer guests expected.
iii. “Handle with care” guests.
iv. Guest profiles with any department related remarks are informed.
v. Birthdays and anniversaries of in-house guests are mentioned.
4. Discuss the Guest Satisfaction Tracking System for the Front Office in relation with the targeted score.
i. Mention room number and guest name.
ii. Discuss reason for complaint.
5. Discuss complaints and compliments.
Prep before arrival:

1. Receive the first call (guest received at the airport) by the Airport Representative.
2. Upon receiving the first call, reconfirm the name of the guest and the car number.
3. Check if the registration card is printed; if not then print the registration card.
4. Check the status of the room assigned on the PMS
i. The room assigned should have the housekeeping status as “Vacant, Clean and Inspected”.
5. Cross check the room rate and the billing instructions.
i. Reconfirm if all the concerned correspondences have been received, in case of a ‘Full Bill To Company’
and travel agent bookings.
ii. Ensure that the room rate does not feature in case of a travel agent booking.
6. Check the guest profile for special remarks and Cross check with concerned departments for adherence
towards guests’ special preferences.
7. The key card to be programmed and placed with the key jacket prepared by the night shift receptionist
and should be free from scratches.
8. Assign a Guest Relation Executive (GRE) / Duty Manager for escort and prepare the
complete registration folder. The folder should contain the following:
 The complete registration card.
 The room key.
 The Hotel pen.
 Any guest correspondences like messages, faxes, mails and parcels.
 membership form, incase of a non-member.
9. The GRE / Duty Manager go through the guest profile Identify guest as ‘First timer’ or ‘Regular’, and
prepare accordingly. For a regular guest: read the profile well and identify the likes and dislikes of the
guest.
10. Receiving the second call from the Driver, inform the GRE / Duty Manager and inform the Bell Captain /
Bellboy.
11. Handover the complete registration folder to the assigned Guest Relation Executive / Duty Manager.
Room Blocking/Room Assignment:

1. Post the Evening meeting, the Guest Relation Executive/ Duty Manager to assign rooms for those guests
who have specific preferences as per the category booked.
2. For the remaining guests, the Night Shift Duty Manager to assign the rooms as per profile.
In case of sold out dates, the Night Shift Duty Manager to assign rooms for only those guests arriving before
1000 hrs the next day.
3. Assign the room that meets all guest requests and preferences. Certain indicators must be kept in mind
while assigning room based on age /sex /profile /medical history.
For VIPs
4. Front Office to ensure that all rooms for VVIP guests and delegations are blocked in advance and prior
intimation regarding the same is given to Housekeeping and the Room service.
For Single lady guests
5. Room assigned must be with the additional safety feature (Subject to availability.) and special
amenities.
i. All Single lady executives to be flagged of, one day prior to their arrival
ii. Rooms for Single Lady Guests are to be blocked closer to the elevator. Rooms with
interconnecting doors are not to be blocked.
For Longstayers
6. Rooms of long staying guests are to be blocked one day in advance wherever possible to give
Housekeeping and Engineering sufficient time to check the room properly, in which total preventive
maintenance is to be assigned.
7. Membership to be kept with the Registration card (for First timer)
8. General Manager’s welcome letter/card to be attached
For Groups
1. Housekeeping is to be informed at least one day before their arrival of the room blocking and other
requirements of expected VVIP guests/delegation.
2. Reservations to ensure that an intimation regarding the above is sent accordingly
3. Corner Rooms, away from the elevator, non-inter connecting rooms on higher floors/rooms away from
road (whichever applicable) have to be blocked
4. The Duty Manager/ Guest Relation Executive is to block rooms for group members on the same floor and
as per their requirements i.e. twin rooms, etc
Jet Lag
1. All guests of long haul travel ( jet lag ) will be identified by the Guest Relation Executive and the rooms
are blocked according.
Physically Challenged guests
1. Based on the nature of disability assign rooms custom made for the physically challenged guests.
2. Asthmatic Patients must not be given freshly painted rooms.
3. Incase the physically challenged room is not available; a lower floor room close to the elevator should
be assigned.
For Crew
1. Pre block the rooms and keep the key card ready prior to arrival

Pre Arrival 1.1

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PRE ARRIVAL PROCEDURE

Preparing for Next Day Arrival:

For Sharer Guests

Prep before arrival:

Room Blocking/Room Assignment:

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