60+ Years Combined Hospitality Experience        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Guest Check-in Procedure Training

hotel front office staff

Training Delivered On-site in All Areas

Course Overview

This is a 1-day training delivered to your front office team on-site at your establishment. This course deals with the guest check-in procedure. Suitable for resorts, hotels, game lodges, B&Bs, villas and all tourism & hospitality businesses.


Specific Outcomes

On completion, the learner will be able to:

  • Greet customers and interact with them in a polite and friendly manner at all times and explain the importance of doing this.

    Given a range of services/ facilities, identify the guest’s requirements correctly, determine the availability of the services and communicate this information clearly to the customer. (Range of services and facilities: sleeping accommodation, function, conference, exhibition rooms, leisure)

    Offer and specify alternative services and invite guests to make a booking.

    Make a booking using a manual or computerised system.

    Complete the registration documentation correctly.

    Given that a guest does not have a booking, decide on the method of payment in line with company credit procedures.

    Promote the establishment’s services and facilities at all appropriate times and explain the importance of doing this.

    Prepare guest’s information before arrival and explain why this is important.

    Retrieve customer’s booking details from the booking system and check details with the customer.

    Given a range of problems, decide what action to take to solve the problem and give reasons for that choice. (Range of problems: equipment/system failure,  error in booking dates)

    Carry out all work in an organised and efficient manner.


Target Groups

This course is suitable for:

  • Guest Service Agents
  • Guest Service Executives
  • Hotel Receptionists
  • Front Desk Clerks
  • Front Office Supervisors
  • Front Desk Clerks
  • Reservations Personnel
  • Night Auditors
  • Concierge


This short course is designed for new and existing hotels, lodges, resorts, guest houses and other hospitality businesses.


Duration for this course is 1 day for existing staff, however, we need more time for new staff that do not have the experience. Minimum number required for on-site training is 8 staff. Contact us now for a quote. 


Course Objectives

This course is designed to help front office teams understand the importance of efficient guest check-in process. 


Here are the topics covered in this course:

  • Preparation for guest check-in
  • Guest needs
  • Preparartion of guests documentation
  • Special requests/ requirements
  • Interdepartmental communication
  • Check-in process
  • Guest registration
  • Promoting services 
  • Guests without advance reservations (walk-ins)
  • Importance of accuracy
  • Methods of payment
  • Completion of registration process


If you have 8 or more staff, we will come to your establishment and provide the training on-site / in-house.  Contact us now for a reasonable quote by filling in the form below.