STANDARD OPERATING PROCEDURES

DEPARTMENT : FRONT OFFICE DATE ISSUE : 11 Dec 2023

PREPARED BY : Asst FOM APPROVED BY : GM

SUBJECT : HANDLE CHECK IN PROCEDURES

PURPOSE / POLICY : Guest check in is the first step for guests when staying at a villa
including registering, delivering guest benefit as well as explaining
services and facilities. This procedure is one of the most important
parts of guests service journey.

RELEVANT TO WHOM : Guest Service Agent

PROCEDURE :  Guests are acknowledged immediately upon arrival where they

are greeted with a pleasant smile and a warm welcome.

 Assist and confirm total of their luggage at the lobby to ensure

no guests belonging left behind.

 Direct the guests to lobby and offer them to be seated.

 Procced the registration by obtaining all guests Passport or ID

as well as accompany guest, ask them to complete the
registration form by filling up detail such as address, email,
phone number.
(Mandatory: ensure guest phone number has to be
connected to Whatsapp).

 Reconfirm guest reservation and informing guest benefit as well

as facilities and service available. Encourage to upsell to any
activity based on guests preferences.
(Mandatory: first breakfast order must be taken upon
arrival).

 Verify and collect method of payment.

 Once all the procces has been completed offer guests for any
further assistant.

 Wish the guests to enjoy their stay.

This SOP need to be reviewed in ................

Join date Signatures

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SOP given to Guest Service Agent

From Gusti Pramana – Asst. FOM

Acknowledged by Andreas Saputra – GM

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