STANDARD OPERATING PROCDURE

Express Check In

DEPARTMENT : Rooms Division

SECTION : Guest Service Agent

Basic:

 When made the reservation for the guest, we must always ask for
the arrival time. The GRO/GRA must pre-assign all the vacant clean
rooms for arrival guest and the registration card must be pre-
registered before guest arrived (one night before or same day
morning). The time for the express check in shouldn’t exceed 3
minutes.

Procedure:

 There must be a member of staff at the front desk at all

times.

 Check-in must never take longer than 3 minutes.

 Welcome the guest by making eye contact, smiling and using a

welcome phrase: “Good morning/afternoon/evening, sir/madam
welcome to NORA Beach Resort & Spa. and Wai

 If you are unable to attend to a new arrival immediately,

acknowledge him or her by making eye contact and smiling.

 During check-in:
1. Reconfirm the type of room, rate (if paying direct),
special requests duration of the stay with the
departure time and method of payment.

 Guest is informed about the. The miscellaneous charge

voucher is presented to the guest for his/her
acknowledgement and signature.

NORA Beach Resort & Spa

  Propose a solution if the guest have to wait, such as
complimentary coffee/tea.

 Ensure that a pen and desk blotter is available for guest use.

 Help the guest fill out any necessary forms.

 Never argue with a guest. Call on of your supervisor if

necessary.

 Offer to take care of the guest’s luggage: “Would you like me

to call the bellman?”

 Give the guest the welcome booklet; indicate the floor of the
assigned guest room.

 Show the guest the way to the elevators (in case that no one
is available to escort guest to their room, otherwise see the
“Escort Guest to Room” policy when escort the guest).

 When the guest leaves the front desk, wish him/her a

pleasant stay, making sure to address them by name: “We wish
you have a pleasant stay with us Mr./Mrs…”and Wai.

NORA Beach Resort & Spa