From time to time, hotels get tourist groups. Group check-ins should be handled different to individual check ins. Front Office staff must be trained on handling group check-ins to avoid unnecessary delays and frustrations.
In this article, Samkeliso Nkwanyane, our Hospitality Coach, Speaker and Consultant will unpack the procedures front desk staff must follow to allow a smooth, hassle-free group check-in.
We will look at the following:
Being familiar with hotel procedures and being able to identify customer needs facilitates efficient work practices and promotes guest satisfaction.
Consider the following when handling group arrivals:
Preparing Guest documentation before the arrival of guests ensures that:
Choose an appropriate group check in area according to the following:
Group check-ins are have to be handled with care. Sometimes within the group, you will have to attend to certain guests with special needs:
If someone is having difficulty understanding the language, speak slowly and clearly. Use your hands to explain what you are trying to say. If necessary, draw pictures. If there is someone in the establishment that can speak the guest's language, request the assistance of that person.
Fun fact: Giving the tour leader a nice room (with a view) will encourage them to book more. LOL
Are you working in the front office department? Where are you based? Did you find this article helpful? We would like to hear from you. Please leave a comment below.
Hospitality Coach • Speaker • Consultant