Checklist
Standard Operating Procedure

Hotel Guest Check-In SOP & Checklist

Front Office SOP for the Hotel industry

Use this Guest Check-In Procedure to train staff, test knowledge, run daily operations, and improve service consistency.

Checklist Framework: Define → Train → Test → Do → Manage
Use

DEFINE MODE

Turn your Guest Check-In Procedure into a clear, step-by-step checklist anyone on your Front Office team can follow. This becomes your single source of truth across training, daily operations, and management. Start by using this ready-made SOP and roll it out immediately, then customize or refine it as you go.

Procedure

You can customize each step, add notes, set required fields, and define data capture requirements.

    Create a positive first impression and establish rapport with the arriving guest.

    • Make immediate eye contact, smile genuinely, and maintain an open, welcoming posture.
    • Use a warm, professional tone and acknowledge the guest within 10 seconds of their arrival at the desk.
    • If the front desk is busy, greet the guest immediately and provide a specific wait time estimate (e.g., "I'll be with you in two minutes").
    • Use the guest's name if visible on the reservation or from a reservation email; this personalizes the interaction.
    • Put away phones, paperwork, or other distractions to show the guest has your full attention.
    • Avoid appearing rushed or distracted; guests notice and feel undervalued.

    Verify that the guest has an active reservation in the system and gather initial booking confirmation.

    • Ask for the guest's full name and spell it back to confirm accuracy (e.g., "That's J-O-H-N, correct?").
    • Search the Property Management System (PMS) by guest name and date of arrival.
    • Confirm the check-in date, check-out date, and length of stay match the guest's expectation.
    • If no reservation is found, ask for a booking confirmation number or email confirmation as a backup.
    • If still no match, follow the hotel's walk-in check-in procedure.
    • Note any discrepancies (dates, spelling, room type) and resolve them before proceeding to payment verification.

    Confirm guest identity using valid government-issued identification to prevent fraud and meet legal requirements.

    • Request a valid government-issued photo ID such as a passport, driver's license, or national ID card.
    • Examine the ID carefully: check the name, ID number, expiration date, and photo match.
    • Compare the name on the ID exactly with the name in the PMS reservation record.
    • If the ID name differs from the reservation (e.g., married name, nickname), ask clarifying questions and verify the guest is authorized to use the reservation.
    • If the ID is expired, damaged, or illegible, do not accept it; ask for an alternative form of ID or escalate to a manager.
    • Do not proceed with room assignment until identity is verified and confirmed.

    Secure a valid payment method to authorize charges for the stay and protect the hotel against non-payment.

    • Request a primary payment method (credit card, debit card, or corporate billing account).
    • Insert the card into the POS terminal or manually enter the card details into the PMS depending on your system.
    • Verify the cardholder name matches the guest name or reservation authorization.
    • Check the card expiration date to ensure it is valid for the entire stay.
    • If the guest mentioned a corporate rate or discount code during booking, confirm the payment account is set up correctly (e.g., corporate billing).
    • If payment information is missing or invalid, collect it before room assignment; do not assign a room until payment method is verified.

    Ensure all booking details are accurate and all guest preferences are understood and recorded.

    • Review the room type (single bed, double bed, suite, accessible room) specified in the reservation.
    • Confirm the nightly rate, total cost, and applicable discounts (early-bird, loyalty, corporate, group rate) match the guest's expectation.
    • Read aloud any special requests from the reservation notes (high floor, late checkout, early checkout, mobility assistance, crib, pet, late arrival, anniversary, etc.).
    • Ask the guest to confirm or add any additional preferences (do you need a crib? Do you prefer a specific floor? Smoking or non-smoking?).
    • Check for loyalty program membership (frequent guest, rewards program) and verify benefits are applied in the PMS.
    • Record any new special requests in the PMS notes field so housekeeping and other departments are informed.

    Confirm the assigned or preferred room is clean, prepared, and ready for guest occupancy before assignment.

    • Check the room status in the PMS; look for housekeeping status marked as "ready" or "clean."
    • If the room is not ready, inform the guest immediately (e.g., "Your preferred room is currently being cleaned; it will be ready in about 30 minutes").
    • Offer alternatives: upgrade to an available premium room at no extra charge, early check-in to an alternative room of the same type, or luggage storage with complimentary refresh or beverage.
    • If the preferred room type is not available at all, offer an upgrade or alternative room type; confirm the guest accepts the change before proceeding.
    • Verify the room has all listed amenities that match the reservation (bed type, view, accessibility features, kitchenette, etc.).

    Authorize payment for the full stay plus security hold to prevent payment issues and chargebacks.

    • Insert or tap the payment method (credit card or debit card) into the secure POS terminal or authorize it through the PMS (if integrated).
    • Enter the total charge for the entire stay (nightly rate × number of nights) plus any mandatory resort fees, parking fees, or other charges.
    • Request authorization for the full stay amount plus a security hold (typically $100–$300 USD or equivalent, depending on room rate and hotel policy).
    • If payment is declined, inform the guest and ask for an alternative payment method (different card, cash, wire transfer, corporate billing).
    • Do not assign a room until payment is authorized; declined payment must be resolved first.
    • Retain the authorization code (e.g., "AUTH 12345") and include it in the folio for records.
    • Inform the guest that the security hold will be released after checkout, typically within 3–5 business days.

    Assign an appropriate room based on preference, availability, and special requests, then communicate the location clearly.

    • Select a room that matches the guest's preference and special requests (floor, view, accessibility needs).
    • Ensure the room is in good working order and ready for occupancy.
    • Inform the guest of the exact room number and floor (e.g., "You're in room 312, third floor").
    • Provide clear directions to the room (e.g., "Take the elevator to the third floor, turn left down the hallway, and the room is on your right near the window").
    • Mention the location of key amenities nearby (elevator, ice machine, vending machine, stairs) to help the guest navigate.
    • Confirm the guest understands the directions; offer to call bell desk or luggage assistance if needed.

    Provide the guest with a functional room key card programmed with the correct room and checkout date.

    • Place a blank key card into the key card encoder machine.
    • Enter the room number, guest name, and checkout date into the encoder software.
    • Program the key card so it will expire automatically at checkout time (default is typically 11 AM or as per hotel policy).
    • Test the key card by inserting it into a test reader or trying it on a nearby door to ensure it functions.
    • Hand the programmed key card to the guest with the room number clearly visible on the card holder or envelope.
    • Inform the guest how to use the key card (slide or tap depending on your lock system) and explain that it expires at checkout.
    • Offer a second key card if traveling with a companion or if the guest requests one; program it the same way.

    Ensure the guest understands checkout procedures and key card policies to prevent late checkouts and lost key charges.

    • State the standard checkout time clearly (e.g., "Checkout is at 11 AM").
    • Explain the late checkout policy if applicable (e.g., "Late checkout until 2 PM is available for $25, subject to availability").
    • Inform the guest of any automatic charges for late checkout if not requested in advance.
    • Explain what happens if the key card is lost or not returned (e.g., "There is a $50 replacement fee for lost key cards").
    • Mention that the key card expires at checkout time and will not work after that time.
    • Provide clear instructions on how to check out (e.g., "You can check out online, call the front desk, or stop by the desk when you leave").

    Brief the guest on essential hotel policies and safety procedures to ensure compliance and safety during the stay.

    • Confirm the guest understands the checkout time and late checkout procedures and any associated fees.
    • Point out the location of fire escape routes and emergency exits if required by safety regulations; indicate the nearest exit to the guest's room.
    • Explain quiet hours policy (typically 10 PM–8 AM); note that noise complaints may result in warnings or room changes.
    • Provide information on parking (location, access code, payment method) if applicable.
    • Mention 24-hour front desk availability and how to contact the desk from the room (dial 0, extension 0, or press the front desk button).
    • Highlight any facility rules (no smoking in guest rooms, pool hours, gym access, breakfast times) relevant to the guest's stay.

    Record all special requests and relevant guest information in the PMS to ensure all departments are informed and the guest experience is seamless.

    • Enter all special requests mentioned by the guest into the PMS notes field (e.g., "High floor requested," "Late checkout needed Tuesday," "Accessibility assistance," "Anniversary celebration").
    • Flag any VIP status, loyalty membership level, or prior guest stay history so staff are aware (e.g., "Platinum member," "Returning guest (3rd visit)").
    • Note any unique circumstances or preferences (business traveler, family with children, pet in room, medical equipment, dietary restrictions if restaurant interaction expected).
    • Ensure notes are specific and actionable so housekeeping, room service, and front desk understand what the guest needs.
    • Use clear, professional language without jargon; avoid abbreviations that other staff may not understand.
    • Confirm the notes are saved in the PMS system before moving to the next step.

    Hand the guest welcome materials and ensure they know how to access hotel services and assistance during their stay.

    • Place the room key card in a key envelope labeled with the room number; include any key card policy information.
    • Provide a welcome packet or hotel information folder (if available), which typically includes breakfast times, Wi-Fi password, local attractions, emergency numbers, and hotel contact information.
    • Explain the Wi-Fi network name and password or direct the guest to where they can find it in the room.
    • Point to the location of the elevator or stairs and restate directions to the room if helpful.
    • Offer luggage assistance or bell desk services if available; provide a phone number or extension to call if needed.
    • Confirm the guest knows how to contact the front desk from the room (dial 0, extension, or button) for requests, emergencies, or questions.

    Finalize the check-in transaction and ensure the guest feels welcomed and ready to proceed to their room.

    • Ask the guest, "Do you have any questions before you head to your room?" or "Is there anything else I can help you with?"
    • Invite them to reach out if they need anything during their stay; provide a friendly, open demeanor that encourages future contact.
    • Thank them for choosing the hotel and wish them a pleasant stay (e.g., "Thank you for staying with us; I hope you have a wonderful visit!").
    • Mark the guest as "Checked In" in the PMS system.
    • Ensure the folio (guest bill) is updated with the room rate, security hold, taxes, and any pre-authorized charges.
    • Provide the guest with a checkout reminder card or digital confirmation if available (email receipt or digital key card receipt).
    • Complete the transaction and prepare the guest to depart for their room; make a final check that they have their key card and any welcome materials.
Use this SOP
More
  • Share this link:

Views

731

Uses

62

Rating

4.9 ⭐

BusinessSopsHotelFront Office

Introduction

This checklist ensures a smooth, professional, and efficient guest check-in process from the moment a guest arrives at the front desk to the moment they receive their room key.

Use it to:

  • Train front desk staff on standardized check-in procedures
  • Maintain consistency across all shifts and staff members
  • Reduce errors in guest registration, payment, and room assignment
  • Track completion and automate handoffs with Checklist.com

Following this hotel check-in procedure helps your team deliver a positive first impression, minimize check-in delays, and ensure accurate guest records.

You can also preview a Guest Check-In Procedure Quiz

Details

Why This SOP Matters

A streamlined and professional check-in procedure is the foundation of guest satisfaction and operational accuracy. It sets the tone for the entire stay, reduces administrative errors, and ensures correct room assignment and payment processing. Guests arriving after travel often feel stressed or tired; a smooth, efficient check-in experience immediately improves their perception of the hotel and increases the likelihood of positive reviews and return visits. Accurate documentation during check-in also prevents billing disputes, payment issues, and miscommunications with housekeeping and other departments.

Common Mistakes to Avoid

Rushing or Skipping Identity Verification Always confirm identity with a valid government-issued ID before room assignment. Skipping this step opens the hotel to fraud, chargebacks, and security issues. Never assign a room based solely on a reservation name without visual ID confirmation.

Failing to Verify Payment Before Room Assignment Do not assign a room until payment authorization is confirmed. Authorizing payment after check-in creates a gap where the guest may leave without settling the bill or a payment issue may be discovered too late.

Ignoring Special Requests in the PMS Guests mention preferences for a reason. Failing to document requests (accessibility needs, late checkout, high floor) in the PMS creates confusion for housekeeping and other departments, resulting in guest dissatisfaction and service failures.

Assigning Rooms Without Verifying Housekeeping Status Always check the room status in the PMS before assignment. Assigning a room that housekeeping has not marked as ready leads to guest complaints, delays, and poor first impressions.

Not Communicating Checkout Time and House Rules Guests new to the hotel may not know checkout times, quiet hours, or facility locations. Brief, clear communication prevents late checkouts, noise complaints, and confusion. A 30-second explanation of key rules saves hours of potential problems.

Incomplete or Vague PMS Documentation Poor documentation in the PMS cascades to other departments. Unclear or missing notes create confusion for housekeeping, room service, and future front desk interactions. Document everything clearly and specifically.

Forgetting to Issue or Test the Key Card A non-functional key card forces the guest to return to the front desk, creating frustration and delays. Always test the key card before handing it to the guest to ensure it works.

Best Practices

Personalize the Experience Use the guest's name naturally during the interaction ("Mr. Johnson, your room is on the third floor"). Acknowledge loyalty membership, special occasions, or prior stays. These small touches significantly improve guest perception and satisfaction scores.

Be Proactive and Transparent If a room is not ready, communicate this immediately with a specific timeline and offer solutions (upgrade, early check-in to alternative room, luggage storage). Guests appreciate transparency and proactive problem-solving more than delays or surprises.

Maintain Accuracy in the PMS Every detail entered—special requests, payment method, room assignment, loyalty status, notes—should be correct and complete. Inaccuracies compound downstream, affecting housekeeping, billing, and future guest interactions.

Practice Active Listening Listen carefully to what the guest says about preferences and needs. Repeat back key details ("So you need a late checkout on Tuesday?") to confirm understanding and show attentiveness.

Use Positive Non-Verbal Communication A genuine smile, eye contact, open posture, and friendly tone convey professionalism and warmth. Guests remember how you made them feel, not just the transactions you completed.

Respect Guest Privacy and Security Handle ID and payment information professionally and securely. Do not discuss guest information with other guests or in public areas. Shield the payment terminal from view when entering card details.

Streamline Efficiency Without Rushing Aim for a 3–5 minute check-in for standard reservations, but do not sacrifice accuracy or courtesy for speed. A slower, thorough check-in is better than a quick one with errors.

Offer Assistance Proactively Offer luggage assistance, directions, local recommendations, or restaurant reservations. Guests arriving tired or unfamiliar with the area appreciate proactive help and feel more welcomed.

Check-In Timing and Peak Hour Management

A standard check-in should take approximately 3–5 minutes for a straightforward reservation. Factors that extend check-in time include payment declines, rooms not ready, complex special requests, or guest questions. During peak hours (late afternoon/early evening, typically 3–7 PM), multiple guests may arrive simultaneously. Train staff to prioritize accuracy while managing queue times. Implement strategies such as pre-arrival check-in, mobile check-in options, or additional front desk staffing during peak periods to maintain service quality and reduce wait times.

Expert Insights

Research from hospitality and service quality institutes indicates that the check-in experience significantly influences overall guest satisfaction, likelihood of return, and online reviews. Industry guidance suggests that standardizing check-in procedures reduces staff confusion, minimizes payment errors, and creates a cohesive, professional guest experience across all shifts.

Professional hospitality organizations emphasize the importance of clear communication, proactive problem-solving, attentiveness to detail, and staff empowerment during check-in. Studies show that guests who experience efficient, personalized check-in are substantially more likely to rate the hotel positively and recommend it to others. Additionally, accurate documentation during check-in prevents billing disputes, operational issues, and miscommunications throughout the guest's stay.

Industry best practices highlight the role of staff training and decision-making authority; front desk staff equipped with clear procedures, system knowledge, and authority to resolve minor issues can enhance guest satisfaction, reduce escalations, and strengthen the hotel's reputation.

References

Guest Check-In Procedure Frequently Asked Questions

What is the standard check-in time at a hotel?

Standard check-in time is typically 3 PM or 4 PM, though this varies by hotel. However, staff can often facilitate an earlier check-in if a room is available and housekeeping has completed their preparation, or accommodate a later check-in if the front desk is staffed 24/7. Always confirm the hotel's specific check-in time policy during the reservation and communicate proactively with the guest upon arrival if early check-in is not available.

What identification and payment documents must guests provide during check-in?

Guests must provide a valid government-issued photo ID (passport, driver's license, or national ID card) for identity verification. They must also present or authorize a valid payment method (credit card, debit card, or corporate billing account). See the task Request and Verify Guest Identification and Collect and Verify Payment Method for the exact verification steps. Some hotels may require additional information for international guests or group bookings.

What should staff do if the assigned room is not ready at check-in?

Inform the guest immediately and offer concrete alternatives: an upgrade to an available room at no extra charge, early check-in to a different room of the same category, complimentary luggage storage, or a complimentary beverage while the preferred room is being prepared. Provide a specific estimated time (e.g., "approximately 30 minutes") and follow up regularly to keep the guest informed of progress.

How should staff handle a guest who arrives without a reservation?

Verify room availability in the PMS, confirm the guest's identity with a valid government-issued ID, and collect a valid payment method. Quote the applicable nightly rate for the room type and dates requested, review the check-out time and house rules, and process check-in using the standard SOP. If no rooms are available, escalate to management and offer alternative accommodations or nearby hotels.

What should staff do if the guest's payment method is declined?

Do not assign a room until payment is authorized. Inform the guest respectfully that the payment method was declined and request an alternative payment method (different credit card, debit card, cash, or corporate billing). Attempt authorization again with the new payment method. If the second authorization also fails, escalate to a manager and follow the hotel's policy for payment resolution or deposit requirements before room assignment.

Can staff issue multiple key cards for a single room?

Yes. The primary guest receives one key card, and staff can issue additional key cards to companions or traveling companions. Program each key card with the same room number and checkout date so all cards expire simultaneously. Inform the guest of the hotel's lost key card policy (typically a $25–$50 replacement fee) and ensure they understand that all cards expire at checkout time.

What happens if a guest does not arrive to check-in on their reservation date?

If a guest does not arrive by a specified time (typically late evening), the room may be released for resale depending on hotel policy. Contact the guest via phone, email, or SMS to confirm they are still arriving. If no response is received by the deadline (commonly 11 PM), mark the reservation as a no-show in the PMS and follow the hotel's no-show policy, which may include charging the guest for the first night or applicable cancellation fees.

How should staff greet a guest professionally at check-in?

Use a warm, welcoming greeting such as: "Good afternoon, welcome to [Hotel Name]. May I have your name please?" or "Hi there, have you stayed with us before?" Maintain eye contact, smile genuinely, and use the guest's name during the interaction when appropriate. Acknowledge the guest within 10 seconds of their arrival at the desk to show attentiveness. Keep the tone friendly and professional, not rushed or mechanical.

What is the 5-10 rule in hotel check-in?

The 5-10 rule is an internal front office service standard, not a guest-facing policy. It means: arrive 5 minutes early for your shift and greet guests within 10 seconds of their arrival at the desk. This standard ensures efficient operations and timely guest recognition. It is a staff performance metric, not a guest requirement or expectation that should be communicated to guests.

How often should the check-in SOP be reviewed or updated?

Review the hotel check-in procedure at least quarterly, or whenever the PMS system is updated, payment processing changes, security policies are revised, or hotel procedures change. Regular reviews ensure staff follow current best practices, comply with regulations, and benefit from operational feedback. Include front desk staff input during reviews to identify training gaps and practical improvements.

Suggest Improvements

Want your Front Office to use this SOP in daily operations?
Create a team workspace and roll it out in minutes.

Start Free