Skip to main content

How to Handle Walk In Guest or Guest Without Reservation in hotels

How to Handle Walk In Guest or Guest Without  Reservation in hotels
In General, a Hotel is obligated to accommodate guests. Legitimate reason for refusing to accommodate a guest may include lack of room availability, or the potential guest's disorderly conduct or unwillingness to pay for accommodations or services.
A Guest who arrives at a hotel without a reservation is called as Walk in.
The Classic nightmare for any traveller who travel for miles and miles who then walk-in to  the hotels and find that the hotel is fully occupied. Hotels have no obligations to accommodate guests who arrive  without reservation when no rooms are available for the night.
When the hotel cannot accommodated a walk-in guest, the front office agent can make the situation a little easy for the guest by suggesting and providing directions to alternative hotels nearby. The front office staff can even call other similar hotels and help the guest to make reservation.
If there seems to be no alternative to turning away the guest, a manager not a front desk agent, should explain the matter in a private office. Registering one guest in view of another who cannot be accommodated can be extremely awkward and embarrassing.
Following steps to be clarified before accepting a Walk-in Reservation:
1.      If the guest Presents a confirmation letter, verify the date and the name of the hotel; the guest may have arrived on a different date ir at the wrong hotel.
2.      Check with the guest if the reservation was made by another person, it is possible that the reservation agent might have entered the reservation under the booker / caller name ! 
3.      Re verify the reservation by searching the hotel software by last name, first name, reservation number, partial name search, mobile number, booker name, company, travel agent,  etc. If the guest had booked from the travel agent ask the guest to call up the travel agent and get more details of the booking.
4.      Ask the guest to reconfirm the arrival date and departure date again, the guest may be arriving on a different date or it is possible that this guest was a no-show for the previos night.
5.      If all of the above checks and given negative result then after checking the availability of rooms in the hotel the front desk agent can create a new reservation. When the reservation is created for walk-in guest the source segment of the reservation should be tagged as 'Walk-In'.
6.      It is also a good practice to collect a advance deposit for the complete room rental and approximate incidental charges from a Walk-in guest.



Comments

Post a Comment

Popular posts from this blog

How to Handle VIP and VVIP arrivals in hotels

How to Handle VIP and VVIP arrivals in hotels Who is a VIP guest ? Criteria for Categorizing guests as a VIP may differ from hotel to hotel, below are few examples for the same: VIP:  Decision Makers of Companies, Travel Agents, Honeymoon couples, A guest who had a bad experience on his last visit, Journalists, Event Planners, GM or Unit head of Companies etc. VVIP:  Board of Directors, Owners, Partners, Celebrities, Loyalty members, Head of States or countries, Senior Government officials etc. Preparation for a VIP and VVIP arrival starts right from the reservation stage, All department must coordinate effectively and carefully controlled to have a effective VIP procedure. A VIP status is often approved by the General Manager, Rooms Director/Director of Operations, or Director of Sales. Because all VIP's guests are pre-registered, the person approving the VIP status also assumes responsibility for the guests credit status. ·       ...
1 comment
Read more

Front Office Practical Trainee Required

Front Office Practical Trainee Required The Park Inn Sandton hotel, is looking for an Intern/Trainee in the Front Office department. We are looking for you that have the possibility to do an Internship in our department for 6 months. As a trainee / Intern in our front office you will participate in the daily operations of the front office department. You will conduct the following tasks: ·          Learn the procedures of checking in and out of groups and individual guests ·          Procedures of reservations, credit policies, VIP cashier and security ·          Advance booking ·          Participate in administrative routines ·          Telephone skills ·          Guest Relation ·      ...
Post a Comment
Read more

The Front Office in 5-Star Hotels: Roles, Responsibilities, and Excellence in Luxury Hospitality

Discover the critical role of the front office in 5-star hotels, including its organizational structure, key functions, and how it delivers unparalleled guest experiences. Learn about the latest trends and technology shaping luxury hospitality. front office in 5-star hotel, luxury hotel front desk, 5-star hotel roles, guest services, concierge services, hotel management Introduction: The Heartbeat of a 5-Star Hotel In a 5-star hotel, the front office is not just a reception area—it is the epicenter of guest experiences. As the first and last point of contact, this department shapes perceptions, drives satisfaction, and ensures seamless operations. From managing reservations to anticipating guest needs, the front office in a luxury hotel combines meticulous organization with personalized service to uphold the property’s prestigious reputation  1 5 . This article explores the front office’s structure, core functions, and the innovative strategies that define excellence in 5-star hosp...
Post a Comment
Read more