Page 120 - English for Front Office

to the hotel. In handling check in walk in guest, there are
several steps in making a room reservation. There are eleven
procedures of handling check in walk in guest that must be
considered when making a reservation.

1. Preparing, greeting, and welcoming the guest
This is the first stage of check in walk in guest. Firstly, the
guest arrives at hotel, they will go to the receptionist and the
receptionist staff will assist the guest and also welcome the
guest. This is very important to make the guest feels
recognized, attended to, and most importantly welcomed. The
receptionist can greet the guest by smiling, saying good
morning with gesture. The receptionist also needs to pay
attention to their appearance because appearance also affects
the first impression of the guest.

2. Asking the guest about reservation
After greeting the guest, the receptionist staff will ask about
the reservation of the guest, weather the guest has the
reservation or not. Usually, the guest who comes as walk in
guest doesn’t have a reservation letter. Therefore, the
receptionist staff will give the guest reservation form that need
to be completed.

3.Asking and explaining the guest’s requests
However, before the guest completing the registration letter, the
receptionist staff and the guest discuss about several things. They
might discus about the length of stay, type of room, the price of
the room, the facilities, and other special requests. The
receptionist staff also have a responsibility in explaining these
points to the guest, in order to to help the guest in deciding which
room that will be occupied by the guest.