Ensuring accurate guest information capture and entry into the Cloudbeds system
Objective and Scope
Objective
This SOP aims to ensure accurate entry of guest details in the Cloudbeds system through the use of a check-in slip filled out by the guest. This ensures all information is verified, legible, and correctly transferred into the system by the Front Office Manager.
Scope
This SOP applies to all Front Office staff and the Front Office Manager responsible for guest check-ins at The Namkhan, Laos. It ensures that guest-provided information is properly entered in Cloudbeds, even in cases where staff may have difficulty understanding foreign addresses and names.
Preparing the Check-in Slip
Provide Check-in Slip
Upon guest arrival, provide each guest with a check-in slip that they must fill out themselves.
Required Information
The check-in slip should request the following information from the guest: Full name, Complete address (including street, city, postal code, and country), Email address (to replace the OTA-provided email), Phone number (including the country code for international guests starting with +), Birthdate, Gender, Nationality
Explaining and Reviewing the Check-in Slip
Explain to Guest
Politely inform the guest that the information they provide on the slip will be used for check-in and that accuracy is important for communication during and after their stay. Let the guest know they can ask for assistance if needed when filling out the slip.
Review Completed Slip
Once the guest returns the filled check-in slip, the Front Office Manager is responsible for reviewing the slip for legibility and completeness. Do not assume or guess any unclear or difficult-to-read information.
Verify Information
If any information is unclear, politely ask the guest to verify or clarify the data. Example: "Could you kindly confirm your email address, as I want to ensure we have it correct?" "I just want to verify the spelling of your street address."
Transferring Information into Cloudbeds
Full Name and Address
Enter the exact name as written by the guest. Input the guest's complete street address, city, postal code, and country.
Contact Information, Email and Telephone
Overwrite the OTA email with the personal email provided on the slip. For international guests, enter the phone number with the country code, using the "+" sign followed by the country code and phone number (e.g., +44 for the UK). Verify the number if it is difficult to read.
Enter the guest's email address as written on the check-in slip.
Input the guest's telephone number with the country code. For example, for a UK guest, enter +44 followed by the phone number.
Personal Details
Enter the guest's birthdate as indicated on the slip. Record the gender as noted by the guest. Input the nationality as listed on the slip.
Group Check-ins
Individual Slips
For group check-ins, ensure that each guest fills out their own individual check-in slip.
Unique Profiles
Create or update a unique guest profile for each member of the group, entering the information they provide.
Verifying Accuracy and Finalizing Check-in
1
Verbal Confirmation
After entering the information, verbally confirm the critical details with the guest to ensure accuracy. Confirm the email address and phone number, ensuring they match what the guest wrote. Clarify any remaining uncertainties by politely asking for verification of the unclear information.
2
Complete Check-in
Once the data is confirmed and accurately entered in Cloudbeds, complete the check-in process.
3
Issue Key and Materials
Politely thank the guest for their time and issue the room key, along with any other check-in materials.
End of Shift Quality Control
End of Shift Review
At the end of each shift, the Front Office Manager should review all profiles entered during their shift to ensure there are no missing fields and that all information has been correctly transferred from the check-in slips.
Follow-up
If any inconsistencies are found, follow up with the guest for clarification as soon as possible.
Notes and Performance Standards
Monitoring and Review
Monthly Review
This SOP will be reviewed monthly by the Front Office Manager.
Evaluation
The results of the review will be included in the overall Front Office evaluation.
Compliance
Ensure ongoing compliance and accuracy in guest data management.