Early and Late Check-Ins Policy SOP

Procedure Steps

Part 1: Early Check-Ins

1. Official Check-In Time:

   • Check-in starts at 3:00 PM.

2. Availability for Early Check-In:

   • Early check-in is offered free of charge, subject to room availability.

   • Do not rush cleaning staff to prepare rooms for early check-ins. Priority is ensuring quality cleaning and preparation.

3. Guest Communication:

   • If a guest inquires about early check-in:

     • Example Script:

       
       

       “Check-in time is 3 PM, but we offer free early check-in when available. If the room isn’t ready when you arrive, we can store your luggage for free, and you’re welcome to relax by the pool, enjoy our bar, or try our delicious pizza at the restaurant while you wait.”

4. Luggage Storage:

   • Secure guest luggage at the front desk.

   • Tag items with a post-it, and with the guest’s room number for easy retrieval.

Part 2: Late Check-Ins

1. Official Front Desk Hours:

   • The front desk operates until 9:00 PM.

2. Guest Notification:

   • If a guest has not arrived by 9 PM and no prior notice was provided:

     • Attempt to contact the guest via:

       • Toll-Free Phone Number.

       • WhatsApp.

     • Example Script:

       
       

       “Good evening, this is [Your Name] from Boutique Hotel Las Cascadas. We noticed you haven’t checked in yet. Could you let us know what time you’ll be arriving? Thank you!”

3. Management Notification:

   • Inform management of the guest’s response. Management will decide whether:

     • You should stay to wait for the guest.

     • Someone else will cover the late check-in.

4. No Response from Guest:

   • If no response is received by 10 PM, mark the reservation as No Show and proceed with the day’s closing procedures.

5. Handling Late Arrivals After 10 PM:

   • Leave the room keys at the front desk for management or night concierge to handle.

   • Notify the Concierge WhatsApp Group with a note to stay alert for potential late-night calls.

     • Example Notification:

       
       

       “Room 5 - no guest arrival as of 10 PM. Keys left at front desk. Be attentive to any late calls.”

Best Practices

• Always communicate with guests in a welcoming and professional manner.

• Document all communications (calls, messages) with guests for reference.

• Ensure late-night coverage for emergency guest arrivals is arranged.

Reference Material

• Concierge WhatsApp Group for late-night notifications.

• Front Desk Closing Procedures SOP.