*****

Hotel
Accommodatio
n
CHECK IN

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 Mambers Name

I Gede Satyadhi I Nyoman Ary Wirya

Satvika S A Candra
(1812021162) (1812021190)

I Putu Dika Adi Ketut Sai Sathya

Suantara D S Pramana
(1812021114) (1812021242)
Introduction

A good experience
Introduction

Check-in is a process
that is passed when
guests want to stay at a
hotel (Sari et al., 2020).

The guest will fill out the

Registration Card and sign it, as
well as submit a deposit or an
item that verifies his or her
identity, such as a passport, ID
card, or driver's license (Kooi,
2017).
SOP (Standard Operating Procedure)
Upon the guest’s Search the
Ask the guest for
arrival, greet the reservation record in
his/her name politely.
guest. the PMS.

Request the guest to

Handover a GRC to
Generate and print a show the ID card
the guest for verifying
registration card. from an authorized
printed details.
institute.

Reflected quality
SOP (Standard Operating Procedure)

Request to show
Inform the guest
passport and visa in Request the guest to
about any early/late
case of foreigner sign on the GRC.
check-out policies.
guest.

Reflected quality
Handling
Guest with
reservation

(Rosdiana, 2016)
 1. Greeting
• Greet guest with a polite
expression, for example:
"good morning, welcome to
Mulia Hotel".

• Introduce yourself and ask

the guest name. Greetings
are carried out accompanied
by a smile to the guest.

(Rosdiana, 2016) 8
 2. Offering help
Ask the guest if he/she needs
help, for example: Can I help
you?.

(Rosdiana, 2016) 9
 3. Ask Reservation
Ask the guest if he/she has made a
reservation before. If the guest has
made a reservation before, then
check the reservation slip for today
expected arrival. After that, read
the reservation slip in front of guest
such as: Lang of stay, types of
room, number of room, etc.

(Rosdiana, 2016) 10
4. Complete registration
card
Ask guest to lend his/her ID card or
passport which serves to complete
the registration card. Then read
back the registration card data in
front of the guest whether it is
correct.

(Rosdiana, 2016) 11
5. Ask method of payment

Ask the guest what type of

payment method he/she will use,
whether cash settlement, credit
card, debit card etc.

(Rosdiana, 2016) 12
6. Give guest card and
explain the room number
Give guest card and key card to the
guest. Explain the rules, conditions
and facilities available at the hotel.
After that, call the Bell boy to
escort guest to the room. Last but
not least, say thank you and have a
good rest to the guest.

(Rosdiana, 2016) 13
Contents of this template

Handling Guest
without reservation

14
1. Greeting
The receptionist will greet the
guest and also introduce their self and
then ask the name of the guest. To
handle guest, the receptionist should
give a warm greeting like give a smile.

Just relax... 15
2. Offering help
The receptionist will ask the guest about what the
receptionist can do to the guest or what receptionist
can help to the guest.

A guide for you 16

Our company

3. Ask Reservation

The receptionist ask whether

the guest has reservation or not.
And then get the information
from the guest, start from the
name, the company of the guest
by gave us the business card of
the guest.

The best hotel 17

4. Complete registration card

After that the receptionist will give registration

form to the guest to be filled for hotel as
information or archive with the signature. If it
is possible, the receptionist can help the guest to
fill the registration card.

18
5. Ask method of
payment
the receptionist will ask the guest
to pay it by cash, credit, debit
card and etc. And then
receptionist call for approval
code.

19
6. Give guest card and tell
the room number

After that pre authorization and then,

prepare guest card and don't forget
room key card

20
 Checking in.
Usefull Expression.
Phrases Used by Staff.
WORDS MEANINGS

Hello, welcome to Ibliz Hotel. Halo, selamat datang di Ibliz Hotel.

How can I help you today? Apa yang bisa saya bantu hari ini?

Do you have a reservation? Apakah Anda telah memesan?

May I know what name the Boleh saya tahu pesanannya atas
reservation is under? nama siapa?
Could I have your name, please? Boleh saya tahu nama Anda ?

.
 Checking in.
Phrases Used by Guest.
WORDS MEANINGS

Excuse me. Do you have any Permisi. Apakah ada kamar

vacancies? kosong?
I’d like to book a room, please. Saya ingin memesan kamar

I have a reservation under [name]. Saya telah memesan atas nama

[nama])
Is it possible to check in now? Apakah bisa check in sekarang?

Could you help me with my Bisakah Anda membantu saya

luggage? membawakan barang bawaan
saya?

.
 CONVERSATION IN CONTEXT
1.

Guest : Good Morning.. I’ve booked a room through ticket.com.

Hotel : Good Morning.. May I see your ID please?
Guest : Here it is..
Hotel : Yes, we’ve your reservation Mr. Sathya, one twin room, staying for
two nights. It is all paid up.
Guest : Yes, you are right.
Hotel : Please sign your name here.
Guest : Sure. Can someone help me with my luggage?
Hotel : Thank you very much Mr.Sathya. I will call the bellboy to handle
your luggage. If you need any help just call the front desk.

.
 CONVERSATION IN CONTEXT
2

Guest : Hello.. I’d like to book a room, please.

Hotel : Welcome to Ibliz Hotel. I’m sorry we don’t have any room
available. This weekend is peak season.
Guest : Oh.. OK. (Oh.. OK)
Hotel : There is a hotel accross the street, Paris hotel. I’ll help you
to call the hotel, if you want.
Guest : Sure (OK)
Hotel : Please wait… Yes, there are 3 rooms left.
Guest : Thank you for your help.

.
1.THANK YOU

25