Guest Check-out Procedure

SOP ID

SOP-HO-002

DEPARTMENT

Front Office

BRAND

All

LOCATION

All

ROLES

Front Desk Agent

Night Auditor

STATUS

Published

SOP Expectation

To provide a seamless, efficient, and welcoming check-in experience for all guests, ensuring all required information is accurately collected and documented.

Key Outcomes

Reduced guest wait times at the front desk.
Increased accuracy of guest registration data.
Improved guest satisfaction scores related to arrival experience.
Compliance with legal and brand standards for guest registration.

Guest Check-out Procedure

SOP Expectation

Key Outcomes

Procedure Steps

1Greet the guest warmly with a smile and make eye contact.

2Request the guest's name and reservation details.

3Verify the reservation in the Property Management System (PMS).

4Request a valid photo ID and credit card for incidentals.

5Process the registration card and have the guest sign it.

6Program the room keys and present them to the guest in a key packet.

7Explain the hotel amenities and provide directions to the room.

8Wish the guest a pleasant stay.