STANDARD OPERATING PROCEDURE

Handling FIT (Free Individual Traveler) Arrival

On-Arrival Procedure:

1. Welcome guests.
2. Ascertain room requirements and cross-check with the movement list.
3. Hand over Guest Registration Card (GRC) to the guest along with an open
pen. Assist the guest in filling up the GRC.
4. While guest fills up the GRC, select a room from the list of ready rooms,
keeping the following in mind:
a. Guest choice, if any.
b. Room is free for entire duration of guests’ stay. i.e. it is not blocked for
any other guest during the period, or is not likely to be put under
maintenance.
c. Key is available at the reception, along the key tag.

Prepare the Registration Card/Welcome Card/Key card

5. Ensure that all details are filled in properly in the GRC by the guest. Pay
especial attention to the following:

a. Spelling of the guests’ name

b. Complete postal address of the guest.
c. Expected date and time of departure
d. Complete passport details of foreigners
e. Guest signature
f. How the guest will settle his bill
6. In case the guest wishes to settle the bill directly at the time of departure,
and he/she is a scanty baggage (SB) guest, then, request to make “On
Account” payment. Be diplomatic while doing this. Do not let the guest feel
that his financial position or integrity is being challenged.
7. Hand over the registration card to the guest and request him to sign on it.
Also, hand over any letter or message that has been received before the
arrival of the guest.
8. Announce the room number and brief location of the room to the guest.
9. Introduce the guest to the bell boy, handling over the key to the bell boy, and
wish the guest a pleasant stay.

Post – Arrival Procedure:

1. Sign the GRC
2. Make the Arrival Notification Slip and update room rack and information
rack.
3. Dispatch Notification Slip to the following section/Department:
a. Restaurant
b. Housekeeping
4. Write down the room number of the assigned room against the name of
the guest.
5. Make an entry in the Arrival-Departure Register
6. Open the Folio and note down the billing instruction on it.
7. Update room position