Group Check-In Procedure & Checklist

Retrieve the complete group reservation record from the property management system (PMS) to verify all arrival data before guests arrive.

• Open the reservation record using the group name or confirmation code (format: ABC123456).
• Document the group coordinator name, phone number, and email, plus the expected arrival date and time window.
• Identify total room count, room types, and rate codes (e.g., 15 double rooms at GROUP-025 rate).
• Print any special requests (non-smoking floors, ground-floor rooms, connecting family units).
• Review billing instructions: master folio (one account), split by company, or individual folios per room.
• Flag bonus amenities (welcome drinks, welcome letter, early check-in) in reservation notes.

Organize all paperwork and digital records to execute rapid check-in on arrival day.

• Create a group folder (physical or digital) labeled with group name and confirmation code.
• Print the rooming list from PMS showing room number, guest name, room type, rate, and special notes.
• Prepare registration cards (one per room) with guest names pre-filled and blank signature lines.
• Generate a key card assignment log to track which cards go to which rooms.
• Print group welcome letters on hotel letterhead including WiFi credentials, breakfast times, checkout window, and emergency contact.
• Confirm payment cards or company billing details are recorded on the master folio; flag missing information immediately.
• Create a master folio in the PMS linked to all individual room folios for centralized billing (if applicable).

Pitfall: Forgetting to pre-fill registration cards causes handwriting delays during check-in. Print all cards at least 2 hours before expected arrival.

Call the group coordinator 1 to 2 days before arrival to confirm arrival time, validate room count, and note any recent changes.

• Identify the group coordinator (name and role, e.g., tour operator, event planner) from reservation notes.
• Call during business hours using the phone number on file; email as backup if unavailable.
• Introduce yourself: "I'm calling from [Hotel Name] to confirm your group arrival on [date] and review final details."
• Verify the expected arrival time (e.g., 14:35, not "afternoon") and total guest and room count.
• Ask about room changes or late arrivals communicated since the booking was made.
• Confirm if the group needs welcome arrangements (luggage assistance, group photo, arranged transportation).
• Record the coordinator's mobile number and secondary contact in the group folder.
• Send a confirmation email summarizing the conversation, arrival window, and check-in process overview.

Notify housekeeping and bell desk teams of the group arrival so rooms are ready and luggage handling is prepared.

• Send a work order or Trace to housekeeping 2 to 3 days before arrival with:
  • Group name, arrival date, total room count, and room types
  • Any special cleaning requests (hypoallergenic linens, decaf coffee, accessible room setup)
  • Room numbers and status of turnover if needed
• Request final room status confirmation 4 hours before expected arrival.
• Alert bell desk of estimated guest count and luggage volume (e.g., "25 guests, 30 bags expected 15:20").
• Provide the rooming list to bell desk so they prepare luggage tags and organize staging area.
• Confirm arrival sequence: buses, luggage unload, front desk check-in, room assignment, bellhop delivery.
• Arrange extra luggage carts and staff if group size exceeds normal capacity.

Pitfall: Communicating arrival to housekeeping without a specific time window results in incomplete or missed rooms. Include exact arrival time in all notifications.

Create a dedicated, efficient check-in space to avoid front desk congestion and prevent guest frustration.

• Identify a secondary counter or area near the front desk with at least 2 workstations (or 1 per 10 guests, whichever is greater).
• Set up computer terminals or tablets with PMS access and internet connectivity.
• Arrange registration card holders, pens, and key card activation equipment at each station.
• Position printed rooming lists, welcome letters, and rate sheets in organized stacks for quick reference.
• Create a separate seating area for waiting guests with complimentary coffee, water, and WiFi information.
• Post bell desk signage directing guests to luggage drop-off after check-in.
• Confirm all PMS terminals function and staff accounts are logged in and ready.
• Test key card activation system with a sample card to ensure no equipment delays occur.

Pitfall: Setting up fewer than 30 minutes before arrival creates rushed errors. Finalize the area 30 minutes before first guests arrive.

Confirm that all assigned rooms are cleaned, operational, and available for immediate occupancy before group arrival.

• Receive the final room status report from housekeeping (status: "ready," "dirty," or "maintenance") no later than 2 hours before arrival.
• Cross-check the status report against the rooming list to ensure all assigned rooms show "ready."
• Identify any rooms not ready and contact housekeeping immediately to determine resolution timeline.
• If a room cannot be readied in time, select an alternative room of equal or higher category and update the PMS rooming list.
• Verify that key cards have been programmed for all ready rooms and are organized by room number.
• Conduct a spot check of 2 to 3 randomly selected rooms to verify cleanliness, working lights, AC, and bathroom function.
• Confirm supplies are stocked (welcome letter, room service menu, information cards) in all rooms.

Pitfall: Assuming housekeeping completion without formal confirmation causes check-in delays. Require written or verbal status confirmation before proceeding.

Conduct a team briefing 15 to 20 minutes before arrival to align all staff on roles, timing, and procedures.

• Gather all front desk, bell desk, and supervisory staff for the briefing.
• Review the group name, coordinator contact, and expected arrival time.
• Assign specific roles: who greets the group, who operates check-in stations, who manages luggage, who handles escalations.
• Distribute rooming lists and welcome letter templates to all staff members.
• Walk through the check-in sequence: group reception → coordinator meeting point → open check-in stations → distribute keys and letters → direct to elevators and luggage.
• Clarify the payment process: collect payment authorization or confirm master folio billing is active in PMS.
• Establish a backup escalation point (usually a supervisor) for issues (missing IDs, payment problems, room discrepancies).
• Set a target wait time (typically 3 to 5 minutes per guest at each counter).

Pitfall: Unclear role assignments cause duplicated efforts and gaps in coverage. Have each person repeat their specific task to confirm understanding.

Welcome the arriving group and establish a central coordination hub for the group leader to manage overall flow.

• When the group arrives in the lobby, greet them warmly and confirm their arrival.
• Introduce yourself: "Welcome to [Hotel Name]. You're here for the [group name] reservation, correct?"
• Identify the group coordinator or designated leader and invite them to a quiet meeting area or lounge away from check-in lines.
• Provide a printed summary including:
  • Total room count and room numbers
  • Check-in and check-out times
  • Hotel emergency contact number
  • WiFi network and password
  • Breakfast service location and times
• Explain the check-in process: "Each guest will proceed to our check-in counter, show ID, sign the registration card, and receive their key card. The process takes about 3 minutes per guest."
• Ask about immediate questions or special needs before check-in begins.
• Confirm whether the group will check in immediately or gather luggage first.

Pitfall: Skipping formal greeting or leaving the group uncertain about procedures creates a poor first impression. A brief, warm introduction builds confidence.

Collect and verify guest identification and registration details at the check-in counter, following all legal and brand requirements.

• Ask the guest: "May I have your name and a valid government-issued photo ID, please?"
• Inspect the ID (passport, driver's license, national ID) for:
  • Current expiration date (expired IDs are not acceptable)
  • Name legibility and match to the reservation
  • Photo validity (compare photo to guest's face)
• Record the ID type, number, and expiration date on the registration card or in the PMS.
• If name on ID differs from the reservation, ask clarifying questions (e.g., "Is this your married name?").
• If ID is expired or damaged, follow hotel escalation policy (consult supervisor; policies vary by jurisdiction).
• Confirm the room type and rate verbally: "You're booked for a [double/suite/accessible] room at [rate] per night for [number] nights."
• Ask about special requests (high floor, quiet room) and note them.
• Inform the guest of key policies: check-out time (10:00 to 12:00), housekeeping contact number, and WiFi access.

Pitfall: Accepting expired IDs or skipping name verification creates compliance risks. Always verify ID validity and name match before assigning any room.

Match the guest to their pre-assigned room and activate the corresponding key card for immediate access.

• Confirm the room number from the rooming list or note any alternative assignment if a room was swapped.
• Activate the key card in the PMS or key card system, linking it to the room number and guest name.
• Verify key card activation succeeded using a test reader if available, or confirm the PMS shows "key issued" status.
• If key card activation fails, use a backup key card or physical key and document the technical issue for engineering.
• Tell the guest: "Your room is [number] on the [floor]. Take the elevator to the [floor], and your room is on the [direction] side."
• Hand the key card or key and welcome letter to the guest.
• Direct their attention to letter details: breakfast times, WiFi access, emergency contact, and checkout time.

Pitfall: Handing out a key without verbally stating the room number causes guests to go to wrong rooms. Always confirm the room number aloud.

Collect payment authorization or verify that billing is configured correctly in the PMS before releasing the room.

• Ask the guest: "How will you be paying for your stay?" or "Is this billed to your company account?"
• If individual payment (credit card):
  • Request a valid credit card (Visa, Mastercard, Amex, Diners, or local brand).
  • Record the card type, last 4 digits, and expiration date on the registration card and in the PMS.
  • Do not store full card numbers (comply with PCI-DSS standards).
  • Run a pre-authorization charge (typically 1–1.5× the nightly rate) to verify the card is active.
  • If authorization fails, inform the guest, request an alternative card, and escalate to a supervisor if no alternate is available.
• If company or master folio billing (pre-determined account):
  • Verify the master folio billing details are already configured in the PMS.
  • Confirm with the guest: "Your stay will be billed to [company name]. Is that correct?"
  • If billing details are missing or incorrect, collect correct information and update the PMS immediately.
• Display a folio preview showing room rate, taxes, and estimated total charge.
• Ask: "Do you have any questions about your bill?"

Pitfall: Processing payment without pre-authorization leaves your hotel exposed to non-payment risk. Always run pre-auth before releasing the room, unless master folio billing is confirmed.

Ensure the guest's luggage is collected from staging area and delivered promptly, with guest able to access the room immediately.

• After the guest receives the key card, direct them to the bell desk or luggage area.
• Ask: "Do you need assistance with luggage? Our bell staff can take your bags to your room."
• Provide the guest's room number and name to bell staff (verbally or via luggage tag).
• Confirm with bell desk that luggage will be delivered within 15 minutes of the guest reaching their room.
• If the guest is carrying luggage themselves, confirm they know the elevator location and floor number.
• Ensure the key card functions at the room entry; if there are access issues, direct the guest to return to the front desk or call bell desk immediately.
• Monitor the check-in queue for guests returning with access problems and resolve immediately.

Pitfall: Not coordinating luggage timing results in guests reaching empty rooms before luggage arrives. Always confirm delivery timing with bell desk.

Record each guest check-in in the PMS to maintain accurate occupancy, billing, and housekeeping records.

• After each guest completes check-in (ID verified, payment processed, key issued), mark guest status as "checked in" in the PMS.
• Update the room status from "ready" to "occupied" in the PMS.
• Record the check-in time (in 24-hour format, e.g., 15:35) in the PMS timestamp.
• If the guest paid by credit card, link the card record to their folio.
• If the guest is on the master folio, link their individual room folio to the master account.
• Note any special requests or flags (e.g., "guest requires wake-up call at 06:15", "accessible room", "do not disturb") in the PMS.
• File the registration card in the group folder or per hotel record-keeping policy.
• At group check-in end, print a check-in summary report showing all checked-in guests, room assignments, and billing status.

Pitfall: Forgetting to mark rooms as "occupied" in the PMS causes housekeeping to mark them available for resale, leading to double-bookings. Update status before the next guest.

Address any mismatches between the rooming list and guest arrival, or payment authorization failures, before check-in is final.

• If a guest name is not on the rooming list, ask the group coordinator to verify the correct name or booking status.
• If the guest is not on the reservation at all, escalate to the hotel manager or senior front desk staff to determine admission (may require manager approval and separate billing).
• If a room cannot be assigned due to unavailability or maintenance, offer an alternative room of equal or higher category at no extra charge: "We can upgrade you to a [suite/higher floor] complimentary. Is that acceptable?"
• If payment authorization fails:
  • Attempt authorization with an alternative card if available.
  • Call the guest's bank to clarify the issue (e.g., fraud hold, insufficient funds).
  • If still unresolved, escalate to the hotel manager who may approve a guarantee hold (hold room without immediate payment; bill at checkout).
  • Document the issue and do not release the room until payment or guarantee is confirmed.
• If there is a rate discrepancy (guest claims lower booking rate than shown in PMS), escalate to a manager to review the confirmation and adjust if warranted.
• Document all resolutions in the PMS notes for audit and dispute resolution.

Pitfall: Forcing a guest into a disputed room creates liability and complaints. Always resolve issues before finalizing check-in, even if manager intervention is needed.

Deliver essential hotel orientation so guests have confidence and know where to find help during their stay.

• Hand the guest the welcome letter (pre-printed with hotel information).
• Point out and read aloud the key details:
  • WiFi network name and password
  • Breakfast location and times (e.g., 06:30–10:00 in the dining room)
  • Check-out time (e.g., 10:00–12:00, depending on room type)
  • Front desk hours and phone extension (e.g., "Front desk is open 24/7. Dial 0 from your room.")
  • Housekeeping contact (e.g., "For fresh towels, dial extension 2100 or use the room service menu.")
  • Emergency procedures (e.g., "Use the red phone on the wall or dial 0 for emergencies.")
• Ask: "Do you have any questions about the hotel or your room?"
• If the guest asks a question you cannot answer (e.g., restaurant recommendations), direct them: "Let me connect you with our concierge," and provide the concierge contact or desk location.
• End with a brief closing: "We're glad you've chosen us. Let us know if you need anything."

Pitfall: Handing the letter without summary feels dismissive. A 30-second verbal briefing significantly improves guest satisfaction and confidence.

Track the pace of group check-ins and allocate staff to maintain acceptable wait times and prevent bottlenecks.

• Assign one supervisor or senior staff member to oversee the entire group check-in process.
• Monitor the queue length at each counter:
  • Target: no more than 2–3 guests waiting per station.
  • If queue exceeds 5 guests, call an additional staff member to open a new workstation.
• Track check-in duration per guest (target: 3–5 minutes).
• If any station is running slower than 5 minutes per guest, investigate: Is the guest missing ID or payment information? Is there a PMS slowdown? Does staff need assistance?
• Communicate estimated wait time to queued guests: "Thank you for your patience. Your turn should be within 5 minutes."
• If wait times exceed 10 minutes, consider:
  • Offering complimentary coffee or water to waiting guests.
  • Providing preliminary information (room number, elevator location) verbally so guests can move toward their rooms immediately after check-in.
• Record start and end times of group check-in for productivity reporting.

Pitfall: No supervisor oversight creates bottlenecks and missed escalations. Dedicate one senior staff member to monitor the entire process.

After check-in is substantially complete, confirm with the group coordinator that the process was smooth and identify any issues.

• Approach the group coordinator when most guests have checked in.
• Ask: "How are things going? Is everyone settled in?"
• Invite them to report any issues (missing guests, dissatisfied participants, concerns).
• Provide the coordinator with a hotel emergency contact card or number in case the group needs overnight assistance (medical emergency, noise complaint, urgent maintenance).
• Generate a final check-in report from the PMS showing:
  • Total rooms assigned and total rooms checked in
  • Any no-shows or late arrivals
  • Total billing (if master folio)
• Reconcile the expected arrival count with the actual check-in count.
• If any guests are no-shows, note the reason if known and confirm with the coordinator whether the guest is delayed or cancelled.
• Thank the coordinator: "Thank you for coordinating the group's arrival. We're pleased to host your team."
• Document any coordination challenges or process improvements in the group check-in file.

Pitfall: Skipping the debrief leaves issues unresolved (e.g., a guest never reached their room). Always confirm final occupancy with the coordinator.

Archive all group check-in records and communicate ongoing service expectations to housekeeping and staff for the group's stay.

• Collect all registration cards, rooming list, payment records, and coordinator notes and file in the group folder.
• Store the group folder in a secure location (e.g., front office file cabinet or digital file system) for reference during the stay and at checkout.
• Send a post-check-in summary email to:
  • Group coordinator (summary of check-ins, any no-shows, emergency contact)
  • Housekeeping (room occupancy list, special requests and flags)
  • Guest services or concierge (group activities or dining arrangements)
• Create a group duration flag in the PMS so all staff (housekeeping, room service, concierge) know this is a group stay and can expect related inquiries.
• Brief housekeeping and engineering teams on group-specific considerations (e.g., "Tour group with scheduled breakfast 08:00–09:30; do not disturb rooms during this window.").
• Confirm that nightly housekeeping service will proceed normally, or adjust if the group has a specific schedule.
• Set a reminder for group checkout (day before departure) to ensure adequate staffing and procedures.

Pitfall: Not filing documents properly makes it hard to resolve billing disputes or guest questions during the stay. Archive all records immediately after check-in concludes.