MICE HOTEL CHECK-INS
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