Standard Check-In SOP

Procedure Steps

😀 Step 1: Greet and Confirm Reservation

1. Welcome the guest with a smile and ask for the reservation name.

2. Confirm reservation details: Verify the number of guests, room assignment, and any special notes.

🛂 Step 2: Collect Passports and Begin Registration

1. Request passports for all guests and companions to scan, following policy.

2. Serve the welcome drink during this process (options include smoothie, wine, or bottled water).

3. Hand the guest the registration form and ask them to complete it, ensuring they provide:

   • Credit/Debit Card for insurance

   • Email address

   • Rental car plate number (if applicable)

   • Signature at the bottom of the form

📋 Step 3: Explain the Information Board (Top to Bottom)

1. Go over the General Information Board:

   • Front Desk and Concierge Hours: 7 a.m. - 9 p.m., with WhatsApp contact available after hours.

   • Wi-Fi: Network and password details.

   • Restaurant and Bar Hours:

     • Breakfast: 7:30 a.m. - 9:30 a.m. (ask for their preferred breakfast time and reserve it in the system)

     • Bar and Restaurant: 11 a.m. - 9 p.m.

   • Smoking Policy: Mention designated smoking area and $200 fine for smoking elsewhere.

   • Check-Out: 11 a.m., with a late check-out option for $25 until 2 p.m.

   • Tours, Activities, and Transportation: Offer to assist with booking tours or scheduling transportation if needed.

   • Pool and Towel Service: Pool hours (8 a.m. - 10 p.m.) and where to request towels.

   • Laundry Service: Medium-sized laundry bag available for $16.

2. Mention the whatsapp comunity group to the guest, and provide the QR code to scan an join

🗺️ Step 4: Offer Area Map and Recommendations

1. Ask if the guest would like an overview of the area:

   • If yes: Open the area map and highlight key locations like Nahomy Bay, Marina Pez Vela, Club Banana, and Manuel Antonio National Park.

   • If no: Offer the map for them to take with them.

🚪 Step 5: Escort Guest to Room and Room Orientation

1. Lead the guest to their room, assisting with luggage if needed.

2. Upon entering:

   • Turn on the air conditioning and TV.

   • Ensure remotes are left by the entrance for easy access.

3. Show the in-room information board (typically behind the door) and briefly review it.

4. Explain each key:

   • Standard room key for entry.

   • Gate Keychain Access (script below):

     • “Our main gate is open from 7 a.m. to 9 p.m. After hours, you’ll need this keychain to get back in. Simply hold it up to the number pad outside the gate to unlock it. If you’re leaving late, press the white button on the concrete pillar about 25 meters before the gate to exit.”

5. Safe Box: Show the safe box location in the room and provide the key.

6. Before leaving the room, remind the guest that the concierge WhatsApp number is available for any questions and is listed on the information board.

💻 Step 6: Post Check-In Tasks

1. Update the Email: If the guest provided a personal email address, update it in their reservation if it was initially a virtual email from Booking, Expedia, or Airbnb.

2. Notify Team on WhatsApp:

   • Send a message to the WhatsApp group indicating the room number, guest check-in completion, and any notable information.

3. File Registration Form: Place the completed registration form in the in-house folder under the corresponding room number.