– Front Desk Training – Check In

Front Desk Training – Check In

Goal: To build guest loyalty by making a great first impression welcoming and making the guest feel at home.

Recommended steps to use incorporate this training in your hotel:

  1. Have each GSA watch the video as many times as it takes for them to memorize the 7 steps to a check in.
  2. Use practice scenerios to test each GSA.
  3. Hang a ‘Guest Check In Cheat Sheet’ behind the front desk that the GSAs can refer to as they become familiar with the program.
  4. Have GSAs use our ‘Self Assessment Form’ to score each other when it is not busy.  Have one GSA conduct the check in. while a second GSA does the scoring.
  5. Have the manager or supervisor conduct self assessments. Have the manager sit down with each GSA and review the results.
  6. Hold each GSA accountable for hitting every step with every check in.
  7. Schedule a Mystery Shopping Audit on a regular basis to review your progress.

Additional Resources:

The Ultimate Arrival Experience

The Ultimate Arrival Experience in Action