Reception 6.1.4 The procedure that must be followed when receiving guests


Guests with reservations When receiving guests in a large hotel, the procedures are as follows (in smaller establishments there might not be porters):


• On arrival the guests are assisted with the luggage by the porter, who will report them to the reception counter.


• Te receptionist welcomes the guests with a smile and greeting, hands the pen to them and asks if they will kindly complete the registration form or sign the hotel register. Hotels that used a computerised system will print out a registration card from the information obtained when the guest made the reservation – the guest will then sign that registration card. • Te registration is checked to see if it has been correctly completed.


• Te key together with any messages that may be waiting for the guest is handed to them. If the hotel has a porter, the room key is given to the porter, who will escort the guest to the room. In the case of a group checking in, the keys and any information sheets on the hotel are put in individual envelopes for distribution to the group leader. Te hotel can also set up a table with all the keys ready for the tour members to pick up.


• Te receptionist should point out to the guest the location of the restaurants, lounges, public rooms, emergency exits and enquire whether there is anything the guest may require or need to know.


• If possible, either the porter or receptionist will escort the guests to their room offering to carry any hand luggage and walking a few steps ahead to open any doors.


• Te escort should precede the guest into the room, make a quick check to ensure that the room is in order, and then hand the key to the guest.


• Any electrical appliances should be pointed out to the guest with instructions on use if necessary. Te escort should then enquire if they can be of any further service.


• Te number of pieces of heavy luggage the guest has on arrival should be entered into the luggage book (if used), which is usually kept at the porter’s desk.


• Te room number should be ticked off on the arrivals and departures list (should a manual system be used) and the guest bill started.


Chance guests A guest who stays at the hotel without a prior booking is oſten referred to as a ‘chance’ guest. Transit hotels will receive the bulk of their guests as chance arrivals.


• Te receptionist has less information about the potential guest and their credit-worthiness in this situation, so special procedures are adopted to handle their bookings.


• Chance arrivals with substantial amounts of luggage are unlikely to be able to leave the hotel without paying, for their departure will be noticed by a member of staff.


• An increasing trend, however, is the carrying of small amounts of luggage, which means the guest may be able to leave unnoticed.


• In registering the guest, the receptionist first checks whether they have luggage, if they do, then the registration is processed in the normal way and the registration card (or form) is marked ‘chance’.


• If there is little or no luggage, then the receptionist has to ensure that the guest will not leave without first settling his or her bill.


• Tis can be done by either taking a cash deposit from the guest, or alternatively by taking an imprint of any credit card that the guest may have.


• Certainly in registering a chance guest it is essential that some corroboration of the details of the registration card is obtained.


• Obviously, it is important that in accepting chance bookings and taking deposits, the receptionist does not suggest to the guest that the hotel thinks they may be dishonest, or not willing to pay.


• Chance guests are oſten asked to pay for all purchases in cash while they are in the hotel, or alternatively, a special check may be kept on the size of their bill, so that if the account exceeds a set figure (for example R500) the guest is contacted and asked to pay up to that date. By doing this, potential loss from chance guests are minimised.


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