Early Arrival Procedure

Below is the process for accommodating guest requests for early check-in, ensuring efficient service while maximizing room occupancy and revenue.

This procedure applies to all registered guests requesting check-in before the standard check-in time.

Procedure:

1. Guest Request:

   • Upon receiving an early check-in request, politely confirm the guest's desired check-in time and acknowledge their preference.

2. Check Availability:

   • Verify room availability for the requested early check-in time in the Property Management System (PMS).

   • If rooms are available:
     • Inform the guest that early check-in is possible, subject to a $100 fee.
     • Clearly communicate the benefits of early check-in, such as immediate access to their room and amenities.

   • If no rooms are available:
     • Apologise for the inconvenience and explain that early check-in is not currently feasible due to occupancy.
     • Offer alternative solutions, such as storing their luggage until the standard check-in time or suggesting nearby facilities where they can freshen up or relax.

3. Process Payment (if applicable):

   • If the guest agrees to the early check-in fee, process the $100 payment using their preferred method (credit card, cash, etc.).
   • Provide a receipt for the early check-in fee.

4. Room Assignment and Preparation:

   • Assign the guest a suitable room that has been cleaned and inspected according to hotel standards.
   • Ensure all necessary amenities and welcome materials are provided in the room.

5. Complete Check-In:

   • Proceed with the standard check-in process, including verifying identification, collecting any additional required information, and issuing room keys.
   • Clearly communicate any pertinent hotel information, such as breakfast hours, Wi-Fi access, and check-out procedures.

Additional Notes:

• Strive to accommodate early check-in requests whenever possible, prioritizing guest satisfaction and maximizing room occupancy.
• If a guest's early arrival is unexpected and no rooms are immediately available, consider offering a complimentary upgrade to a higher room category if feasible, as a gesture of goodwill.
• Maintain clear communication with housekeeping staff to ensure rooms are prepared promptly for early check-ins.
• Record all early check-in transactions accurately in the PMS, including the associated fee.