Front of House Training: Check-In Procedures
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Questions and Answers

What is the primary purpose of encouraging guests to check-in online before arrival?

  • To allow staff to prepare for fewer arrivals at the reception desk
  • To allow guests to skip the check-in desk completely
  • To ensure guests receive a better room
  • To save time on the day of arrival by adding personal details in advance (correct)

Guests who arrive in the morning must wait until 16:00 to enter the theme park.

False (B)

Besides the kiosk, where else can guests check-in once their room is ready?

concierge/reception desk

Guests receive a notification when their room is ready via SMS message or ______.

<p>email</p> Signup and view all the answers

What should staff do when assisting guests at a check-in kiosk?

<p>Click through the kiosk screens for the guest. (D)</p> Signup and view all the answers

If a guest has not checked-in online, they must wait until 16:00 to check in.

<p>False (B)</p> Signup and view all the answers

What two options are available when checking in at the kiosk?

<p>'Pick up my keys' and 'I want to check-in'</p> Signup and view all the answers

Match the check-in status with the required action:

<p>Guest has a QR code = Pick up keys Guest wants to check-in = Requires a 6-digit confirmation number (found on OPERA) Guest checked-in online = SMS or Email notification about their room</p> Signup and view all the answers

Which of the following is NOT a standard procedure for manual check-ins?

<p>Offering the guest a complimentary beverage (D)</p> Signup and view all the answers

For international guests, only a driver's license is required for manual check-in.

<p>False (B)</p> Signup and view all the answers

What amount is taken as a pre-authorisation deposit during a manual check-in?

<p>£5.00</p> Signup and view all the answers

After checking a guest into their room, staff should direct them to their room and wish them an ______ stay.

<p>awesome</p> Signup and view all the answers

Match the actions with the appropriate stage of the manual check-in process:

<p>Find the reservation by surname = Initial steps Verify home address = Initial steps Note down car registration = During the process Take pre-authorization deposit = During the process Direct the guest to their room = Final steps Cut keys = Final steps</p> Signup and view all the answers

What should staff do after printing the registration card?

<p>Have the guest confirm all details and sign (D)</p> Signup and view all the answers

If a guest travels by car, their car registration is not required for check-in.

<p>False (B)</p> Signup and view all the answers

Where should you note down a non-UK guest's identification number?

<p>reg card</p> Signup and view all the answers

What should you discuss with guests as a conversation starter when assisting them at the kiosk?

<p>Their favorite rides and how their day in the park went (B)</p> Signup and view all the answers

Apple Pay and Android Pay are acceptable forms of payment for the £5.00 pre-authorization during check-in.

<p>False (B)</p> Signup and view all the answers

The pre-authorization amount of £5.00 will be released back into the guest's account within __________ working days after checkout.

<p>5-10</p> Signup and view all the answers

Besides asking about the park, what else should you ensure about the guests' reservations when assisting them at the kiosk?

<p>Ensure they have breakfast and dinner reservations booked.</p> Signup and view all the answers

If a guest is going into the park the next day, what should you provide them with?

<p>Top tips for the best day including early ride time (D)</p> Signup and view all the answers

Match the following actions with their descriptions:

<p>£5.00 pre-authorisation = A pending charge required for check-in. Daily build = Information about hotel facilities. Kiosk check-in = Efficiently checking guest in. Guest interaction = Using questions about the park as conversation starters</p> Signup and view all the answers

If a guest refuses to pay the £5.00 pre-authorization, they can still be checked into their room.

<p>False (B)</p> Signup and view all the answers

What should you do after guests keys are printed and the room number has been given?

<p>Direct the guests to their room.</p> Signup and view all the answers

Flashcards

Online Check-In

Guests receive an email 3 days before arrival prompting them to check in online, saving time at the hotel.

Kiosk Check-In

Guests can check in using dedicated kiosks, offering a faster and more efficient process.

Manual Check-In

Guests can check in manually at the concierge/reception desk if needed.

Direct Theme Park Access

Guests can go directly to the theme park if arriving in the morning with valid theme park tickets.

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Room Ready Notification

Guests receive an SMS and/or email when their room is ready, allowing them to collect keys and proceed directly to their room.

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QR Code or Pickup Code Check-In

Guests can check in using a QR code or a pickup code sent via SMS/email.

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Kiosk Check-In without Online Check-In

Guests can check-in at the kiosk even if they haven't checked-in online or received the SMS message.

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Confirmation Number Check-In

Guests can check-in at the kiosk with a 6-digit confirmation number found on OPERA.

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Pre-authorization

A pre-authorized hold placed on the guest's credit card to cover possible incidental expenses during their stay.

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Pre-authorization amount

A temporary hold on a guest's card for a specific amount, usually between £5 - £10 per room, to cover potential expenses during their stay. This amount is released back to the guest's account within 5-10 working days after checkout.

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Guest interaction

The act of engaging in friendly conversations with guests, asking about their day, favorite attractions, and displaying genuine interest in their experience.

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Giving top tips

Providing helpful suggestions to guests, like recommending early ride access times or offering insider tips about park attractions.

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Checking dining reservations

Prompting guests to check and confirm their dining reservations for breakfast and dinner.

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Providing a daily build

Offering guests a daily summary of their schedule and detailing available resort facilities.

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Direct guests to their room

Guiding guests to their room after their key cards have been printed and their room number assigned.

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Finding the reservation in OPERA

Asking for the guest's surname or booking reference to locate the reservation in OPERA.

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Confirming guest address

Verifying the guest's home address or postcode to match the reservation details.

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Room inspection before check-in

Ensuring the assigned room has been inspected and is ready for the guest.

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Verifying guest identity

Requesting photo ID from the guest and verifying their details for security and record-keeping.

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Pre-authorization deposit

Collecting a pre-authorized deposit from the guest, usually £5.00, to cover potential incidentals.

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Checking guest into the room

Officially checking the guest into their room in OPERA and creating keys for their access.

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Guest room direction and welcome

Providing directions to the guest room and wishing them a pleasant stay with a positive and friendly attitude.

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Manual check-in standards

Performing manual check-ins in a timely manner, documenting required information, and providing excellent customer service to create a positive first impression.

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Study Notes

Front of House Training: Manual & Kiosk Check-Ins

  • Objectives: Perform kiosk check-ins with excellent customer service, minimizing queues; perform manual check-ins proficiently on OPERA; answer guest questions.

Check-In Timeline

  • 3 days before arrival: Guests receive emails to check in online, pre-filling details.
  • Arrival: Guests with theme park tickets can go straight to the park.
  • Room ready: Guests who checked in online receive SMS/email notifications; rooms ready by 4 PM. Guests can check-in at kiosks or the front desk (kiosk preferred).

Online Check-In

  • Two options: "Pick up my keys" using a QR/pickup code; "Check-in" if room is ready (6-digit confirmation needed).
  • Guest assistance: Ask about their day, provide recommendations (rides, park tips), confirm breakfast/dinner reservations, provide facility details.

Kiosk Check-Ins (Skill)

  • Efficient check-in: Multiple guests simultaneously.
  • Excellent customer service: Best possible service at the kiosk.
  • Troubleshooting: Handle kiosk issues and complete the check-in process online if needed.

Pre-authorisation

  • Credit card required: A £5 pre-authorization is required for room bookings.
  • Purpose: Checks for potential fraudulent activity.
  • Refund: The deposit is released within 5-10 days after check-out.
  • Room access: The deposit is necessary for room access.

Manual Check-ins (OPERA)

  • Procedures: Gather guest details (name, booking reference), confirm home address/postcode, ensure the room is 'inspected'; obtain photo ID (passport for international guests), confirm details/sign registration card; record car registration if applicable; take the £5 deposit; check the guest into the room; hand over keys.
  • Guest experience: Friendly, professional, and informative interaction. Make guests feel welcome and inform them about the resort.

Evaluation Checklist

  • This section outlines the criteria for evaluating performance in kiosk and manual check-ins.
  • Specific objectives are given around check-in processes; employee feedback, and trainer's feedback are also included.

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Related Documents

LEGO LEGOLAND Windsor Resort FOH Training Manual & Kiosk Check-Ins PDF

Description

This quiz covers the essential procedures for kiosk and manual check-ins at front of house operations. It emphasizes the importance of excellent customer service and efficient processes to enhance the guest experience. Test your knowledge on the check-in timeline, online options, and best practices for assisting guests.

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