Check-in
Check-in refers to the important process of welcoming and registering guests when they arrive at a hotel, resort, or other hospitality venue. It's a crucial first point of contact where staff collect guest information, assign rooms, process payments, and handle special requests. This term can also refer to the physical desk or area where this process happens, often called the "check-in desk" or "front desk." In modern hospitality, check-in can be done both traditionally (face-to-face) or through digital methods like mobile apps or self-service kiosks.
Examples in Resumes
Managed check-in and check-in desk operations for a 300-room luxury hotel
Reduced average check-in time from 10 to 5 minutes through process improvements
Implemented new digital check-in system to streamline guest arrival experience
Typical job title: "Front Desk Agents"
Also try searching for:
Where to Find Front Desk Agents
Professional Associations
Online Communities
Job Boards
Example Interview Questions
Senior Level Questions
Q: How would you handle a situation where multiple VIP guests arrive simultaneously during peak check-in time?
Expected Answer: Looking for answers that demonstrate leadership, prioritization skills, team coordination, and ability to maintain high service standards under pressure while ensuring all guests feel valued.
Q: What strategies have you implemented to improve check-in efficiency and guest satisfaction?
Expected Answer: Should discuss experience with process improvements, staff training programs, technology implementation, and measuring success through guest feedback and metrics.
Mid Level Questions
Q: How do you handle guest complaints during check-in?
Expected Answer: Should demonstrate problem-solving abilities, knowledge of hotel policies, understanding of service recovery techniques, and experience in turning negative situations into positive experiences.
Q: What systems do you use to track special requests and communicate them to other departments?
Expected Answer: Should show knowledge of hotel management systems, interdepartmental communication procedures, and ability to ensure guest requests are properly fulfilled.
Junior Level Questions
Q: What information do you need to collect during the check-in process?
Expected Answer: Should mention basic elements like ID verification, payment method, explaining hotel amenities and policies, room preferences, and gathering contact information.
Q: How would you welcome a guest and start the check-in process?
Expected Answer: Should demonstrate professional greeting, good communication skills, attention to guest needs, and knowledge of basic check-in procedures.
Experience Level Indicators
Junior (0-1 years)
- Basic guest service skills
- Operating property management systems
- Processing payments
- Basic problem-solving
Mid (2-4 years)
- Handling VIP check-ins
- Managing guest complaints
- Training new staff
- Coordinating with other departments
Senior (5+ years)
- Managing front desk operations
- Developing service procedures
- Staff supervision
- Strategic planning and improvement
Red Flags to Watch For
- Poor communication skills or unfriendly demeanor
- No experience with property management systems
- Inability to handle stressful situations
- Lack of basic math skills for payment processing
Related Terms
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