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Reception Check list

Pre-Arrival Preparation

Prepare welcome packets and key cards

Ensure all necessary supplies (brochures, maps, etc.) are stocked

Review VIP arrivals and highlight any special needs

Here are some additional steps that could be included in the Pre-Arrival Preparation section of the New Reception Check List

Confirm reservation details for all incoming guests

Update the occupancy report for accurate room assignments

Coordinate with housekeeping on room readiness and special requests

Check for any maintenance issues reported in guest rooms

Prepare personalized welcome messages for VIP guests

Review special packages or promotions applied to guest reservations

Ensure transportation arrangements are confirmed for arriving guests

Verify that all amenities (e.g., toiletries, snacks) are replenished in guest rooms

Double-check arrival times and any special instructions from guests

Prepare any necessary documentation for group arrivals or events

Update staff on any last-minute changes or important notes regarding arrivals

Confirm that the front desk is equipped with necessary technology (e.g., check-in software, payment processing)

Check-In Procedures

Greet guests warmly upon arrival

Verify guest identity and reservation details

Process check-in and issue key cards

Provide information on hotel facilities and services

Offer assistance with luggage if needed

Here are some additional steps that could be included in the Check-In Procedures section of your checklist

Confirm any special requests or preferences noted in the reservation

Explain the layout of the hotel, including amenities such as the restaurant, gym, and pool

Provide directions to the guest's room and any relevant information about the elevator or stairs

Offer information on local attractions, dining options, and transportation services

Inquire about potential needs for additional services, such as room service or housekeeping

Provide Wi-Fi access details, including network names and passwords

Ensure the guest is aware of check-out time and any late check-out policies

Encourage guests to contact the front desk for any assistance during their stay

Ask if the guest would like to receive a welcome drink or snack, if applicable

Set expectations for any hotel policies, such as pet policies or smoking areas

Guest Services

Ensure the concierge desk is staffed and ready to assist

Inform guests about dining options and hours of operation

Provide information on local attractions and events

Offer transportation options and arrange for taxis if requested

Here are some additional steps that could be included in the Guest Services section of the New Reception Checklist

Provide complimentary welcome drinks or snacks upon arrival

Distribute maps of the local area and brochures of nearby attractions

Offer personalized recommendations based on guest preferences (e.g., family-friendly activities, romantic spots)

Ensure access to on-site amenities, such as the fitness center, pool, or spa, and provide hours of operation

Inform guests about hotel events or activities happening during their stay (e.g., happy hour, themed nights)

Arrange for guided tours or excursions, if available

Provide information on hotel loyalty programs and benefits for returning guests

Ensure availability of multilingual staff or translation services for non-English speaking guests

Offer assistance with special requests, such as dietary restrictions or accessibility needs

Set up a system for collecting guest feedback during their stay for service improvement

Room Assignment and Details

Confirm room type and amenities with the guest

Ensure rooms are clean and ready for occupancy

Notify housekeeping of any special requests (e.g., extra towels)

Communicate any maintenance issues to the appropriate staff

Check-Out Procedures

Verify guest identity and check-out information

Review charges and process payments

Collect key cards and provide a receipt

Ask for feedback on their stay and offer to assist with future bookings

Post-Check-Out Follow-Up

Send thank-you emails to guests after departure

Review guest feedback for service improvement

Communicate any outstanding issues to management

Update the reservation system for future reference

Here are some additional steps you could include in the Post-Check-Out Follow-Up section

Conduct a debriefing session with staff to discuss guest experiences

Analyze occupancy and revenue data to assess performance

Invite guests to join a loyalty or rewards program

Send out a guest satisfaction survey to gather more detailed feedback

Follow up on any unresolved guest issues or complaints

Share positive guest feedback with the team to boost morale

Review and update housekeeping standards based on guest feedback

Document any maintenance issues reported by guests for future resolution

Monitor social media and online reviews for additional guest feedback

Create a report summarizing guest feedback trends for management review

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