THSH2003

Case Study
Instructions: Read and analyze the case study about the front desk and answer the questions that follow. Write
your responses on a sheet of yellow paper.
Mastering the Lost Art of Check-In
With all of the advances in property management systems and other front desk technology, from a service-
efficiency perspective, the check-in process in most of today’s hotels is running smoother than ever. Newer
systems make it easier and faster than ever before for front office staff to find an available room; credit card
approval happens almost instantaneously, and I can’t remember the last time my reservation was lost or
misfiled.
Yet as much technical skills and front office systems have improved, the check-in process itself has de-evolved
into a scripted, robotic, and heartless business transaction at most hotels these days.
If my recent experiences in traveling to more than 20 hotels in the last 90 days are any indication, this trend is
apparent at hotels representing all market segments. For me, the welcome I receive (or don’t receive) at the
hotel has nothing to do with the number of stars or diamonds hanging on the plaque behind the front
desk. Only three (3) of these 20+ times can I honestly say I was properly welcomed on arrival at the end of my
journey, once at a two-star hotel and once at a four-star property, while I had visited hotels from economy
segment to luxury.
Granted, most of the others were overall polite and efficient, except for the 6-minute interaction I had at the
front desk of a 4-star hotel in Washington, DC, during which my entire interaction was limited to her saying
these seven (7) words: Checking in? Your name? Here you go.
In fact, “checking in?” seems to be the overwhelmingly most common phrase used to greet arriving guests
these days. (Although there are desk clerks who simply use the gesture of a raised eyebrow and a nod to find
out your name.) How silly the question “checking in?” must seem to an arriving guest as s/he stands in the
lobby with luggage and credit card in hand. I’m sure more than one (1) guest has been tempted, as I have, to
reply sarcastically, “No, I’m not checking-in. I just stopped by the front desk lobby with my luggage to check
out your artwork. I’m a connoisseur of hotel lobby artwork, and I heard you had some great pieces in your
collection here.”
When you think about it, no one can blame the staff for this. The reality is that most front desk associates
receive little if any exposure to the concept of hospitality; most training is centered on working the front desk
computer, reservations system, and telephone switchboard. Considering the overall state of “manners” (or
lack thereof) in today’s society, we cannot just assume the newly hired personnel to possess the social and
interpersonal communication skills they need to relate to guests who are likely from a different socio-
economic background, age group, and geographic region.
If you are ready to help the front desk staff to re-master the lost art of properly welcoming guests upon arrival,
here are some training tips for your next staff meeting:
• Welcome every guest upon arrival. Make sure no one starts any transactions before first using a
sincere, proper welcome such as “Good afternoon. Welcome to STI Hotel. How are you today,
sir/ma’am?”
• Avoid asking obvious questions. In other words, if a guest is at the desk at 7 a.m. holding his/her
garment bag and room key, s/he is most likely checking out; if it’s 7 p.m. and the guest has his/her
coat on, s/he is probably checking in.
• Offer assistance. Rather than quizzing guests as to whether they are coming or going, why not simply
say something like “How may I assist you today, sir/ma’am?”, or use an assumptive question such as
“Are you checking out this morning?” if you are simply not sure.

04 Activity 2 *Property of STI

Page 1 of 2
 THSH2003

• Bringing out the best in guests vs. reacting to their demeanor. Be the first to express authentic and
genuine hospitality by facial expressions, body language, and non-threatening, short personal
questions like “What do you think of this weather today?” Make these efforts even with guests who
look tired and cranky (they probably are!) You might even get a smile and kind remark back before
they are done, and you are certain to meet more friendly people during your shift at the desk.
• If the reservation is missing and you have rooms, tell the guest the latter first before you break the
bad news to him/her gently. At least the guest knows s/he has a place to stay.
• If the guest mentions having had challenges en route, and if you can spare 90–120 seconds, s/he
would appreciate your therapy by letting him/her tell you just how bad it was. A little empathy and
understanding are just that much better.
• If the credit card declines for any reason, ask the guest for another form of payment before blurting
out loudly, “Your credit card was denied.” Or do not even put the burden on the bank by saying, “I
was unable to get approval.”
• Ask the guest if s/he needs information before offering too much of it. For example, if the guest is a
card-carrying member of your hotel frequency program or is a known repeat guest, chances are s/he
is more familiar with that breakfast buffet than you are. So before you tell him/her everything that’s
on it and what time it starts, why not first ask if the guest is familiar with the buffet or if s/he has any
questions about the hotel?
• Properly end the transaction. Personalize your wrap-up remarks according to the human interaction
that you just had with the guest. Welcome him/her one more time. At full-service hotels, offer a bell
staff escort by name, such as “Mr. Kennedy, may we have Chandler escort you to your room?” Please
do not ask if the guest needs help with his/her small garment bag and laptop case; does s/he look like
a 98-pound weakling? For hotels without a bell staff, point the guest in the direction of the elevators
and make sure s/he is walking in the right direction.
With all the many distractions hotel General Managers (GMs) may have, such as spending two (2) hours a day
answering e-mails from the corporate office and checking for the latest TripAdvisor posting, it’s easy to
understand things have come to be where they are. Yet by training the staff on tips and tactics such as these,
you can once again master the lost art of extending the generous and authentic gift of hospitality at check-in.
Lifted and modified from Kennedy, D. (2007, February). Mastering the lost art of check-in. Retrieved from
http://www.hotel-online.com/News/PR2007_1st/Feb07_MasteringCheckIn.html on 11 February 2021

Case Study Questions:

1. Who do you think is/are responsible for extending hospitality at the hotel? Why?
2. How would you behave if you are working at the front office? How would you like others to perceive
you as a front desk clerk?
3. As mentioned in this article, which three (3) advices on “how to welcome a guest properly” do you
think will be much useful in the future? Explain briefly.

Your responses will be graded using this rubric:

CRITERIA PERFORMANCE INDICATORS POINTS
Content Presented applicable and insightful analyses and responses to the cases 30
Organization of Ideas Expressed the points in a clear and logical arrangement of ideas 20
TOTAL 50

04 Activity 2 *Property of STI

Page 2 of 2