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Befor, during and after the stay

Before the Stay Checklist

Reservation Confirmation

Confirm reservation details (dates, room type, guest preferences).

Verify guest contact information.

Confirm any special requests or requirements.

Pre-Arrival Communication

Send a welcome email or message with relevant information.

Provide directions to the hotel and parking instructions.

Offer assistance with transportation arrangements if needed.

Inform guests about check-in and check-out times.

Room Preparation

Ensure the room is clean, well-stocked, and in good condition.

Check for any maintenance issues and fix them promptly.

Ensure all amenities are available and in working order.

Place fresh linens, towels, and toiletries in the room.

Staff Preparation

Schedule enough staff members for smooth check-in/out processes.

Brief front desk staff on guest preferences and special requests.

Inform housekeeping and maintenance staff about guest arrivals.

Special Requests

Review any specific requests made by guests and ensure they are fulfilled.

Arrange for additional services such as spa treatments or restaurant reservations.

During the Stay Checklist

Efficient Check-In

Greet guests with a warm welcome and smile.

Expedite the check-in process, minimizing waiting time.

Provide clear information about hotel facilities and services.

Ask if guests need assistance with luggage or any other requirements.

Guest Comfort

Ensure the room temperature is comfortable.

Offer assistance with luggage, dining recommendations, or local attractions.

Maintain cleanliness and tidiness throughout the hotel premises.

Respond promptly and courteously to any guest inquiries or complaints.

Room Service

Provide prompt and efficient room service, if available.

Offer a diverse menu and accommodate dietary restrictions.

Ensure accurate delivery and presentation of food and beverages.

Collect used dishes and trays promptly.

Housekeeping

Regularly clean and tidy guest rooms, respecting privacy.

Replace towels, toiletries, and other amenities as needed.

Monitor and restock minibars, coffee/tea supplies, and room essentials.

Address any housekeeping requests promptly.

After the Stay Checklist

Check-Out Process

Offer express check-out options to facilitate departure.

Accurately calculate and present the final bill to the guest.

Provide assistance with transportation or storing luggage if required.

Request feedback on the guest experience during check-out.

Guest Feedback

Encourage guests to provide feedback through surveys or online reviews.

Analyze guest feedback to identify areas for improvement.

Address any negative feedback or complaints promptly and professionally.

Express gratitude for positive feedback and reviews.

Room Turnover

Clean and sanitize the room promptly after check-out.

Inspect the room for any damage or missing items.

Restock amenities and ensure everything is in working order.

Prepare the room for the next guest's arrival.

Post-Stay Follow-Up

Send a thank-you email or message to the guest for choosing the hotel.

Offer incentives or special promotions for future stays.

Stay in touch with guests through newsletters or loyalty programs.

Use guest feedback to enhance the overall guest experience.

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