How To Handle Check In Using ARRIVAL Methode

• Front office staff should be able handle check in timely and friendly manner

To provide timely and friendly manner GSA should be follow ARRIVAL method for check in process.

A for Acknowledge guest.

GSA shall acknowledge guest using 10 to 5 rules. GSA should be acknowledge guest within 10 feeds with smile and eye contact and greet the guest within 5 feeds (good morning sir/mam,, how can I help you?). Please greet guest by name if you have know their name.

·         R for Recognize guest.

GSA shall recognize guest, offer as assistance, eye contact and smile.

·         R for Re inform Reservation.

GSA shall re inform guest reservation (length of stay, room rate, type of the room, email address, deposit payment) and ensure all are correct.

·         I for Information guest preference.

GSA shall inform guest preference (bedding type, baby cot, extra bed, connecting room, etc).

·         V for Verify method of payment.

GSA shall verify method of payment to the guest upon arrival to ensure we have correct detail of the payment (credit card or cash).

·         A for Acquire key.

Once registration process finish and the room ready, GSA acquire the room key to the guest.

·         L for Leave Lasting Impression.

GSA shall provide Leave Lasting Impression to the guest before guest go to their room with friendly manner (Mr. Nigel, have a great experience stay with us…) and keep eye contact and smile.