Arrival, Registration, Assignment, and Rooming. Chapter 8. ARRIVAL. The arrival procedure appears routine and standardized. And it is, although a wide choice of sizes, classes, and types of hotels means no two arrivals are exactly the same.
Self-service check-in is viewed as a special accommodation rather than a reduction in service.
Initially, self-check-in terminals required the arriving guest to hold a reservation and a payment card, either credit or debit.
When all rooms are taken and only a few suites are available, it challenges the terminal’s capability. Rather than walk the arrival, the desk clerk will likely upgrade the reservation to one of the suites.
Points of Agreement: to minimize misunderstandings, the agent repeats several facts as the registration closes.
New social issues have added to the guest-service agents’ responsibilities. Where appropriate, Points of Agreement have expanded to include no-smoking rooms, pets, and “green” facilities.