Checking In a Day Guest

The initial welcome at the front desk is often the most intuitive place for day guests to announce their arrival. If check-in is located in another area of the property, provide directions to the guest, and ensure they feel welcomed.

• Welcome the guest.
  Follow your hotel’s established script when welcoming day guests. If one isn’t available, create a short, consistent message to provide a warm and professional experience for all guests.

• Partner Portal guest look up.
  To look up a guest, go to your home Dashboard or the Reservations screen. Use their name or ResortPass booking ID to find their reservation. 

• Verify the reservation matches a government-issued ID.
  Verifying all guests helps maintain hotel safety, security, and prevents unauthorized walk-ins.

• Check the guest in.
  Toggle the guest's status to checked-in. Real-time check-ins through Partner Portal help minimize customer service issues and reporting delays.

• Confirm purchase.
  Review purchased products, quantities, inclusions, and special requests or notes.

• Offer to check luggage.
  Travelers may arrive with luggage—offering complimentary storage adds meaningful value to their stress-free day at your property.

• Follow day guest-specific protocol, if applicable.
  • Provide guests with access keys, wrist bands, welcome guides, etc.
  • Have guest sign waiver(s).

• Provide orientation to the guest.

• Explain day guest-accessible areas/boundaries and/or provide the guest with a hotel map.

• Go over F&B ordering process.
• Review the departure process, including any required on-site spend.
• Highlight special hotel events/services if included free of charge.
• Amenity-specific orientation (e.g., showers, lockers, towel system).