Familiarise Yourself With Group Arrivals/Departures

Travel agents and tour companies frequently arrange group reservations. It is important to manage these check-ins efficiently, especially as groups often arrive simultaneously and language barriers may arise.

Procedure

1. Locate Group Information: The Reservations team will prepare a manila folder with group details, typically found on the back bench behind reception.
2. Review Folder Contents:
   • Cover Sheet: Provides an overview of expected rooms, guests, and total room cost. Note that this information may be outdated if the Reservations team hasn't updated it. Always verify details in the system.
   
   • Rooming List: Lists all guests and their assigned rooms.
   
   • Bond Form: Outlines the group bond procedure, which differs slightly from standard procedures. A $50 pre-authorisation is taken per room instead of $100. Otherwise, a $300 bond per room applies as usual. The Night Manager will have the most up-to-date bond form.
   
   • Group Requirements: Lists any wake-up calls or breakfast requests. The tour leader can fill this out upon arrival.
   
   • Confirmation Emails: Contains the email communication between Reservations and the group organiser, providing insights into additional requirements.

3. Prepare Keys (if possible): Ideally, keys should be pre-cut. If not, try to prepare them before the group arrives.
4. Communicate with Tour Leader: Interact directly with the tour leader, who has the most accurate information.
5. Process Bond: Explain the bond procedure and process it as usual. Enter the details on the tour leader's reservation, noting in the remarks that they are covering the bond for the group.
6. Complete Requirements Form: Have the tour leader fill out the form and provide their contact details.
7. Check-In and Key Distribution: Have the tour leader sign the registration card for their room while providing guests with their keys.
8. Welcome Guests: Wish the guests a pleasant stay.
9. Update and Inform: Update the wake-up call sheet and inform the Executive Chef and F&B Manager of large groups arriving early for breakfast.
10. Boxed Breakfasts: If needed, email the Executive Chef and F&B Manager to ensure boxed breakfasts are prepared.

Note:

• Guest check-in requires a matching name on the reservation and photo ID. If there's a mismatch, confirm with the guest or request they contact the person on the reservation.
• Guests under 18 cannot be checked in without an accompanying adult for their entire stay.
• Ensure guests understand the hotel's terms and conditions before they sign the registration card and receive their keys.
• Collect the names of all sharing guests to ensure accurate occupancy records and facilitate security checks.