After a warm welcome, check in is our opportunity to shine. To be inquisitive and learn about our guests.
When there is the opportunity to offer the unexpected or a thoughtful touch, we do; from providing a room upgrade to a returning guest or informing a guest of a new seasonal menu we think they will enjoy.
- We always welcome guests as they approach, within 2 meters of reception. This should be with a smile, eye contact and a warm hello. If you are with another guest, you should acknowledge the approaching guest with eye contact and a smile so as not to break away from the guest you are serving
- During busier periods, when there are queues, a member of the Management team must be present to interact with guests to provide proactive communication, and to offer assistance and reassurance
- Team members are expected to introduce themselves by their first name and welcome the guest to the hotel. (e.g. “Hello, I’m Jane. Welcome to The Clermont.”)
- For our guests who have booked direct they can check in at anytime. Mid-morning or the middle of the night
- Check in for all other guests is at 3.00 pm. If a guest arrives before 3.00 pm, they should be offered an available room at no extra charge, where possible
- Alternatively, we are happy to store their luggage and offer them a seat in the restaurant or bar should they wish to wait
- We are always happy to offer recommendations for our bar/restaurant or other local venues (e.g. restaurants, bars) as appropriate
- Check in should be tailored to the individual guest. Sometimes speedy and simple for tired guests or those in a rush
Handy Tips
Personal interactions, when they occur naturally, are encouraged during check in. We always ensure that they do not add additional time to the process. Our guests appreciate a personal approach but expect the check in to be seamless and efficient.
In response to any further conversation, team members are encouraged to be proactive and inquisitive by asking the guest about their stay, for example: “What do you have planned during your time with us?”
- Ask the guest about their stay and if appropriate, we offer personal recommendations
- Make note of any key details that will help to personalise a guest’s visit
- For guests returning to the hotel, we greet them by name where appropriate
An unexpected and exclusive token of welcome for direct bookings, VIP (eg. my booker, consortia) & on discretion to use at the front desk.
It’s small unexpected gestures like this that guests take away with them and share with friends or loved ones later.
The coin can be redeemed against:
• A glass of house wine (red, white or rosé)
• A pint of beer
• Any spirits or soft drink
Although we would love to give every guest a room upgrade, we like to save them as an exclusive, unexpected gesture wherever possible.
Upgrades are at the discretion of the hotel and priority should be given to:
- Returning guests
- Special occasions
- VIP guests
- Previous complaints
- Direct bookings
- Guests whose room type is unavailable at check-in time (if a room 1 category higher is available)
- Those requiring help are always offered assistance to their room and with their luggage
- Families travelling with small children should be offered help to their room and with their luggage
- During check in always confirm a guests’ required bedroom configuration i.e. wheelchair access or cot setup
- VIP guests will be highlighted on the system or identified in the morning brief. We offer these guests assistance to their room and with their luggage
Being the ultimate host means going above and beyond to ensure a guest enjoys a stress-free stay or has help at the last minute.
We supply the following items on request at all times, and they will always be complimentary:
- Toothbrush & toothpaste
- Razor & shaving foam
- Shoeshine kit
- Ear plugs & sleep mask
- Makeup removal flannel
- Sanitary packs
The end of a guest’s stay with us is as important as the beginning.
This is how we deliver a smooth check out: always seeing our moments of communication with a guest as an opportunity to learn about their preferences, but also as a chance to receive feedback about their time with us. This knowledge is invaluable. It’s how we improve.
- Our check out is at 11.00 am.
- There is an express check-out box for guests to drop their keys into should they need to leave urgently; this must be placed in a prominent location in the lobby. (If possible, a guest requiring Express check out should always be shown where the box is.)
- During check out, the reception team member should ask the guest if they require any help with transport or directions to their next destination. i.e. do they require a taxi or directions to the closest train station.
- When enquiring about their stay, we ask our guests specific questions for example “how has your stay been?”. This helps us to improve our standards and service for all guests, but also enables us to add notes to that guest’s preferences on the PMS system for the next time they stay with us.
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