Anybody use some kind of form the guests fill up on check in?
Or some kind of general agreement/regulations of checking in/out, the guests read and sign?
In our small space we really try to respect our neighbours, we have to be a little bit strict about noise at night and respecting stairs way and elevator use, any ideas how to make sure guests understand and respect it at all time?
Right now we do explain in a friendly way, and it mostly respected, we would like to improve and make sure.
Thanks,
J.
15 years
We had sign-in sheets at the hostels I worked at. There was one version in English and one in Japanese. It covered things like checkout time, quiet hours, breakfast time. The front desk went down the list explained everything just to make sure guests understood...
15 years
I give every guest a quick tour of the hostel so they know about everything we have to offer. During the tour I explain the house rules, which basically consist of using common sense, common courtesy, and respect for the neighbors. I also have them posted in the hostel in case everything I say at check-in goes in one ear and out the other (as is often the case). I don't make a big deal about the rules, but no one can say they didn't know.
As far as noise goes, I have a night watchman who stands at the door and reminds people as they come home fom the bars that people are sleeping. Inside, my night receptionist greets them in a whisper, which makes most people automatically respond in a whisper too. It's simple, but surprising how well that works!
15 years
We have a form to fill in, which often is useful in keeping the guests busy while we find their bed and type their names in etc.
We give the guests a spiel explaining the rules and facilities at checkin, but I am currently trying to get the staff to walk the guests to their rooms while explaining it. That is definately a much nicer experience all round.
One of the things we ask for on the form is emergency contacts, which I like, but which we have never used, thankfully. Does anyone else ask for emergency contacts?
Our forms have a few too many questions, but it is interesting the way some people fill them in to completion and others fill in as little as possible.
I have thought about the possibly of getting rid of the forms and replacing them with a passport scan. Anyone got thoughts on that?
15 years
One of the things we ask for on the form is emergency contacts, which I like, but which we have never used, thankfully. Does anyone else ask for emergency contacts?
Good idea. We had some unfortunate things happen to guests when they were outside the hostel, but if had happened inside the hostel the information might have been useful for the police.
15 years
I have thought about the possibly of getting rid of the forms and replacing them with a passport scan. Anyone got thoughts on that?
I don't have a scanner in the hostel I manage now, but when I open my own I plan to do exactly that. I think it's a good idea for convenient data entry, (you can fill in all the blanks in your system after the guest is happily checked in and relaxing) and it might prove extremely useful if a guest lost their passport and didn't have a copy to give to the embassy.
15 years
We give every check-in a sheet paper explaining our rules, services and amenities. I will read out loud the main points and highlight with a highlighter. The form is then signed by the guest agreeing to the terms, we then put the paper in a bin with all the rest of them. Only after this process is complete will I give them a reciept,key card and map of the city. The hostel I work in now does not have neighbors, so noise is less of an issue. I like the idea of giveing a short tour to the guest as mentioned by Rucksack Brian, but I do not think it is practical in a large hostel. It is a good example of one of the advantages a small hostel has over a big hostel.
Patrick
15 years
I like the idea of giveing a short tour to the guest as mentioned by Rucksack Brian, but I do not think it is practical in a large hostel. It is a good example of one of the advantages a small hostel has over a big hostel.
I think large hostels could do the same if they hired a guest relations employee (as mentioned by aboriginalhostel). The extra employee could float around the hostel, giving welcome tours to the guests, helping with bags, organizing group dinners and activities, pub crawls, Facebook page recruitment, etc... :)
15 years
Thanks for all the ideas.
Dose any one would like to share one of those form/rules sheets? Just for getting the general idea...
I was thinking of having all the rules in one page being signed by the guest as being agreed with all the terms.Except of explaining while showing the place and having notes hang here an there.
I am not sure though what would convince them not to brake them and what could i do in case they will?
Is some kind of deposit, higher then the normal key deposit, will convince?
Would any one recommend?
We really do have to make sure neighbours wont be disturbed.
I really liked the idea of whispering at welcome, but i wanted to save the night shift since we are a small place and don't need 24h watch.
Do 24h reception is totally necessary in small places?
Dose it divided by three shifts?
Scanning passport its perfect for details, i was originally thinking about just making a copy...
15 years
I think passport scanning would raise problems with privacy issues and safekeeping of personal data.
I'd love to do it but I think some guests would go crazy if they see you do it.
Does anyone have experience with passport scanning/copying ??
15 years
I, for one, will not allow my passport to be photocopied, scanned or held for security without very good reason. Checking into a hostel is not a good enough reason.
I am obliged to enter all guests into a register with full name, nationality and passport number. More than sufficient info I would have thought if there were a problem.
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