At check-in you confirm the booking, check identity, complete the registration card, secure payment, often with a pre-authorisation, and issue a key card. A smooth check-in takes a few minutes and sets the tone for the whole stay.
Why it matters
Guests are often tired after travelling. Mistakes made here, such as the wrong dates or rate, cause problems that last until check-out.
Key ideas
Identity check
Many countries require hotels to record guests' ID or passport details. Requirements vary, so follow your hotel's policy and local rules.
Registration card
A paper or digital record of the guest's name, dates, room, rate and signature, showing they accept the booking terms.
Pre-authorisation
A temporary hold on the guest's card for the room and extras. The money is only taken when the bill is settled.
Step by step
- 1
Greet the guest and find the booking in the PMS.
- 2
Check their ID and complete the registration card.
- 3
Confirm the dates, room type, rate and whether breakfast is included.
- 4
Take the pre-authorisation and explain what it covers.
- 5
Encode the key card, then explain breakfast times and the Wi-Fi.
Do
- Write the room number on the key wallet instead of saying it.
- Use the guest's name at least once.
- Offer help with luggage.
Common mistakes
- Don't say the room number where others can hear it.
- Don't skip the ID check because there is a queue.
- Don't rush through the rate and payment details.
The situation
A guest booked through a travel website, but you cannot find the reservation in the PMS.
What a professional does
You search by surname, other spellings and the booking reference in their email. If it still does not appear, you check availability and, with your supervisor's approval, check them in at the confirmed rate. The error is investigated later.
Useful phrases
“Welcome to the hotel. May I have your name, please?”
“Your room number is written here on the key wallet.”
Pro tip
Before arrivals start, read the arrivals list for special requests and VIPs.
Quick check
Why do you write the room number on the key wallet instead of saying it?
Think about it, then show the answer
So nobody nearby can hear it and find the guest's room.