Level 2 · Capability · Reception & Guest Services
Arrival & check-in
Check-in execution (identity, registration, payment guarantee) with room allocation and key issuance.
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Check-in duration | <= 6 min per room | daily |
| Check-in queue wait | <= 5 min | daily |
Systems
- Keycard/lock system — Key issuance and access
- PMS — Core property management (rooms, guests, folios)
People & roles
- Front Office Manager — Reception shift lead
- Receptionist — Check-in/out
Level 3 · Processes (2)