Micetalk - - FRONT PAGE - Neha Oberoi

First im­pres­sions are im­por­tant

Lokesh Sawant, Di­rec­tor – Sales, Court­yard by Mar­riott Pune Chakan opines, “The group check-ins is one of the most im­por­tant as­pects of group book­ing at the ho­tel. It is the first ex­pe­ri­ence that the guest has of the ho­tel and at most times it is the one that is most re­mem­bered as well. We do be­lieve in the say­ing ‘First im­pres­sion is the last im­pres­sion’. It thus be­comes very im­por­tant for us to de­tail out each as­pect of the check-in to en­sure that the guests are taken good care of at the en­trance.”

Well be­gun is half done

Jatin Khanna, Gen­eral Man­ager, JW Mar­riott

Pune adds that they con­duct de­tailed pre-con­fer­ence meet­ings with the guest in­volv­ing all key stake­hold­ers to en­sure that they un­der­stand the agenda of the client and live up to guest ex­pec­ta­tions.

Con­tract Sign­ing Stage: At the time of sign­ing the con­tract, the ho­tel and the cor­po­rate house de­scribes the spe­cific de­tails of the check-ins and agree on mu­tual terms. This in­volves: check-in time; whether room check-in needs to be ex­tended; pass­port copies of guests (in case of for­eign na­tion­als), etc.

Plan­ning Stage: Dur­ing the plan­ning of the event, one point of con­tact is iden­ti­fied from the ho­tel and the cor­po­rate house re­spec­tively, to han­dle the book­ings made. The co­or­di­na­tors need to en­sure seam­less com­mu­ni­ca­tion and smooth group move­ment.

Pre-ar­rival Stage: The ho­tel rep­re­sen­ta­tive (Event As­so­ciate) works closely with the group co­or­di­na­tor to se­cure the guest names, ad­dresses, con­tact de­tails, pref­er­ences, copies of the govern­ment photo ID, ar­rival time and the sole pur­pose of the event.

More is bet­ter

Additional check-in counters for smooth tran­si­tion­ing

Ar­rival Stage: The sys­tem at the ho­tel is up­dated with the guest name, room shar­ers, ad­dress, etc. dis­cussed dur­ing the pre-ar­rival meet­ing. Ho­tels can have the key jack­ets with the name of the guest and his room num­ber, ready to be shared.

Vishal Singh, Gen­eral Man­ager, Hy­att Re­gency

Pune says that, “The ho­tel has two exclusive checkin desks, setup for quick check-in, since only one sig­na­ture is re­quired for each guests. The rooms are also blocked on the ba­sis of the guest pref­er­ence shared at the plan­ning stage. One should also di­vided the team for spe­cific jobs like bag­gage de­liv­ery to the room, crowd con­trol and guest as­sis­tance in lobby, guest reg­is­tra­tion and hand­ing over the keys.”

Pro­vid­ing as much data for the group as pos­si­ble be­fore­hand saves time and makes the check-in process sim­pler and faster - such as pass­ports, photo IDs, emails, ad­dresses, etc.

for a wait-free ex­pe­ri­ence is the key to en­sur­ing a happy guest. Neha Sai­gal, As­so­ciate Di­rec­tor of Rooms, Court­yard by Mar­riott Pune City Cen­tre, says that they have fa­cil­i­ties for the same such as exclusive check-in fa­cil­i­ties at ban­quet level out­side meet­ing halls and in-car/in-coach check-in on re­quest. Akhil Arora, Di­rec­tor of Rooms, Re­nais­sance Mum­bai Con­ven­tion Cen­tre Ho­tel em­pha­sises on pre-check-ins for large groups. “The more data pro­vided be­fore­hand (such as pass­ports, photo IDs, emails, ad­dresses, etc.) saves time and makes the check-in process sim­pler and faster. We also pro­vide in-coach check-in.” De­liv­er­ing ex­cep­tional ser­vice across a va­ri­ety of touch­points adds to the group ex­pe­ri­ence and caters to their needs. The last facet to the group check-in would be the al­lot­ment of rooms.

Above: Pre-fun­tion area at Court­yard by Mar­riott Pune City Cen­tre

Newspapers in English

Newspapers from India

© PressReader. All rights reserved.