Chapter 1: Steps to Checking in a Guest with a Credit Card 

1)      Greet Guest with a smile and a warm welcome

2)      Ask Guest if they have a reservation and what their name is

3)      On the Computer, Click on the Front Desk icon at the top of the screen

4)      Select Arrivals from the drop down menu

Figure 1A:  Front Desk Drop - Down Menu

5)      Type the name of the Guest in the space provided and click the Search Button

Figure 1B:  Arrivals Search Screen

A list of Guests with that name will appear

6)      Click Edit and the Guest’s Reservation will appear

Figure 1C:  Arrivals Screen

7)      On the Guest’s Reservation, Check:

i)        The Credit Card Number

ii)       That the Rate is correct

iii)     That the Room type is correct

iv)  The Departure Date

Figure 1D:  Guest Reservation Screen

8)      To check the status of a room (that is, whether it is clean or dirty) and to Assign a Room if one has not already been assigned: 

i)        Click the Quick Keys icon at the top of the computer screen

ii)       Select Room Rack from the drop down menu

Figure 1E:  Quick Keys Drop – Down Menu

The status of all the rooms will appear (Figure 1F)

9)       Choose a room that is Clean and has been Inspected by a Supervisor by the color coded key

10)   Click the Close Button when finished

Figure 1F:  Room Rack Screen

11)   Ask to see the Guest’s Credit Card

12)   Make sure the computer cursor is in the Credit Card window

13)   Swipe the Credit Card through the computer

14)  Click the Options Button at the bottom of the Reservation screen

Figure 1G:  Guest Reservation Screen

The Reservation Options screen will appear

15)   Select Reg. Card from the top of the Reservation Options screen – This prints out the Guest’s Registration Card

16)  Click the Close Button

Figure 1H:  Reservation Options Screen

The Registration Card (Figure 1I on the next page) includes the Guests name, address, arrival and departure dates, room rate, the number of guests in the room and confirmation number as well as the room type and number  

17)   Have Guest check that their departure date is correct by initialing next to it and verifying that the rest of their information is correct  

18)   Have Guest sign the Registration Card and fill out their vehicle information at the bottom

19)   Explain to Guest where they can park their vehicle 

20)   Keep the Registration Card and place it in the Registration Card Bucket which is filed by the Guests room number 

21)   Make two keys for the Guest.  Make more if Guest requests or if more is needed.  * (See How To Make Keys Below)

22)   Check in the Guest before issuing the keys to make sure the Guests’ credit card authorizes and payment will be possible.  If the credit card does not authorize you MUST ask for another form of payment before giving out the room keys.

23)   To finalize Checking a Guest in, click Ok on the computer screen prompt if the Credit Card is authorized (For Walk In Guests this will automatically select

24)   Click “Yes, want to check them in”

25)   Click Ok

26)   Issue the keys to the Guest, pointing out the room number written on the key envelope (For privacy purposes DO NOT say room number out loud) and direct the Guest to the proper wing of the building where their room is 

27)   Inform the Guest of Amenities available to them in the front lobby such as coffee and tea

28)   Inform the Guest that Check out is by noon. 

                                Room:#

Thank you for choosing The New England Conference Center & Hotel.

Vehicle Information:  State _______                       Plate #___________

                                        Model _________________Color  ___________

Figure 1I:  Registration Card