Chapter 2

Check-in and related issues

Introduction

Some time normally elapses between the guest's booking and his actual arrival. During this period the hotel may deal with hundreds of other visitors. However, it must still be ready to receive the guest. There must be a room ready for him, and there are various necessary formalities to be gone through when he arrives.

In addition, the hotel must keep track of him once he is ‘in-house’. It may be required to provide him with various services, and it must make sure that these are properly recorded and (if appropriate) charged for.

All this means a good deal of record keeping. The process is summarized in Figure 19.

Arrival and registration

The arrivals list

The check-in process actually starts ...

Get Front Office, 2nd Edition now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.