Room Not Ready (RNR) Procedure

This procedure outlines the steps to accommodate guests requesting check-in before the standard time, ensuring a seamless experience and operational efficiency.

Guest Arrival:

1. Greet the guest warmly and acknowledge their early arrival. Example:

“Good morning! Welcome to Hotel Grand Chancellor. We are delighted to have you here. I understand you are here for check-in, and I am happy to assist you. Let me quickly check if your room is ready for you. Please bear with me for just a moment.”

2. If the room is not ready, politely inform the guest and inquire if they'd like to complete the check-in process (registration card and payment) while waiting.

“Thank you for your patience. Unfortunately, it seems your room is not yet available. However, we can still proceed with the check-in process if you have a few moments to spare. Would you be able to fill out the registration card and make the necessary payment now? This way, we can ensure everything is ready for you once your room is prepared.”

Note:

For corporate guests arriving early solely to store luggage, avoid pressuring them to complete check-in. They may prefer to do so later after work.

Prioritise leisure guests to minimise potential lines and delays at the standard check-in time.

Full Check-In Procedure:

If the guest agrees to complete the check-in process:

• Guide them through filling out the registration card and processing the payment.
• Address any questions or concerns they may have.

Luggage Storage:

1. Offer to store their luggage until the room is ready.

“Now that we've completed the check-in process, would you like us to store your luggage for you until your room is ready? This way, you can explore the area or relax in our common areas without having to worry about your belongings.”

2. If they accept, tag and store their luggage securely in the designated area.

Continuous Communication with Housekeeping:

1. Once the guest leaves, communicate with Housekeeping via WhatsApp to prioritise cleaning their room.

Example message:

"Please prioritise [Room number]."

2. In the guest folio, click "Queue Room". This will send the request through to housekeeping.
3. Housekeeping will notify you when the room is ready.
4. Upon receiving notification, contact the guest using their preferred method.

Example message:

"Great news! Your room is now ready for check-in. We have just received confirmation from our housekeeping team."

5. Provide instructions on collecting their key and luggage.

Example message:

"You can collect your room key and retrieve your luggage from the reception area. Our staff will be happy to assist you. Just head over to the front desk, and they will provide you with your key and help you with your luggage if it has been stored with us. If you need any further assistance, please do not hesitate to ask!”

6. If unable to reach the guest, proceed to the next step.

Check-In Process:

1. Once the room is confirmed clean and ready, check the guest into the room in on iHMS.
2. Generate the room key only after confirming room readiness to prevent unnecessary key cutting and potential room move complications.
3. Ensure the key is prepared for the guest's return.

Guest Welcome:

1. Warmly welcome the guest back upon their return and finalise the check-in process.

Example:

“Now that you have returned, let us finalise your check-in process. I have your room key ready for you, and if there is anything else you need assistance with, please feel free to let me know. We want to ensure your stay with us is as comfortable and enjoyable as possible.”

2. Hand over the room key and address any additional requests or inquiries they may have.

Note:

Handle early check-in situations professionally and empathetically to ensure guest satisfaction and uphold the hotel's reputation for excellent service.