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How to Handle Walk in Guests in Hotel

September 4, 2010

As you know hospitality sector, a walk-in guest refers to that person who has come to hotel without any prior reservation. Hotels do not have any sorts of obligation to provide proper accommodation to walk-in guests if there is no available room. On the other hand, accommodating walk-in guest can enhance sales and daily occupancy if it is managed properly. If the agent cannot accommodate a guest then he should refer him to the other hotel of that hotel group or any nearby hotel. By this way, if hotels of a locality maintain good relationship with each other then high percentage of such guests can be accommodated.

If you are a front desk agent then follow this guideline to deal with walk-in guests:

  1. Treat the guest warmly with ready smile as like as registered guest.
  2. Create such situation so that the guest does not feel hesitated.
  3. Ask his desire length of stay and room preference.
  4. Check whether such room is available or not in those days.
  5. If not then offer other room.
  6. Quote the room rate and room facilities.
  7. If guest agrees then proceed for reservation otherwise if guest want then send him to another hotel.

{ 14 comments… read them below or add one }

1 ayesha September 5, 2015 at 12:20 pm

hiii
this information is really useful it would be really great if you could send me a book in my EMAIL thank you

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2 Hotelier Tanji September 5, 2015 at 1:26 pm

Our articles are FREE to READ and our ebooks are for those who can afford to buy. Hope you understand.

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3 debojit barman September 21, 2012 at 8:17 pm

sir i am pursuing bhm and want to join front office staff

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4 KAMAL September 1, 2012 at 4:28 am

can i have any book for hotel mangment

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5 Hotelier Tanji September 4, 2012 at 9:52 pm

yes why not?

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6 esther August 3, 2012 at 7:28 pm

thanks to you all for this information,am very please to learn more about hospitality as a whole, please keep send me ,am very thankful to you all.

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7 Manish Majhi March 21, 2012 at 3:29 am

really!!! great learning Experience…………………

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8 morgan November 9, 2011 at 6:30 am

thank you so much for the info about walk in guest . and i need all sop
thank & regards
morgan

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9 john September 23, 2011 at 3:15 pm

Thanks a lot for this wounderfull sop

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10 minkoko August 2, 2011 at 8:10 pm

thanks alot….

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11 surabhi November 25, 2010 at 10:47 pm

how to deal with room change request????

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12 Hotelier Tanji November 25, 2010 at 11:29 pm

If available you can provide and must take charge according to your system.

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13 Sarak September 12, 2010 at 9:51 am

Thanks for your lesson it make me more progress about my hotel skil.

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14 cholyn may tibay August 1, 2010 at 4:21 pm

thank you so much for the information about walk in guest….i want to know more about this topic …..just send it to my email address …thank you so much.

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