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Remote Check-in Manual

A workflow for safely and reliably implementing remote check-in. Ensure proper identity verification and key handover, and establish a recovery system for troubleshooting.

1. Advance Preparation (By 12:00 on the day)

  1. Confirm reservation details and record expected arrival time, number of guests, and contact information in CRM.
  2. Verify if passport images have been received; if not, send a reminder in the morning.
  3. Prepare self check-in materials, key codes, and precautions for each property in a template.

2. Reminder Contact by 17:00 on the day

  1. Send a reminder template to reconfirm "identity verification completed" and "entry procedures".
  2. Key code should be sent after 18:00. If identity verification is not complete, inform them to "switch to in-person check-in".
  3. Share progress on Slack #gp-reception. Manager will follow up when staff is unavailable.

3. Sending Key Information and Confirmation

  1. After identity verification is complete, send key code/share key. Record sending history in the management sheet.
  2. Always request guests to "send photos after entry" (entrance, room number, photo with guest).
  3. If no response within 10 minutes, send a follow-up message.
When Trouble Occurs If the key doesn't work or the guest is lost, first contact by phone → notify on Slack → request on-site staff dispatch if necessary. Only managers can reissue key codes.

4. After Check-in Completion

  • Save received photos and record check-in completion in the ledger.
  • For additional questions, respond using FAQ template. If unable to answer, forward to the responsible department.
  • Share completion report on #gp-reception and #gp-murasaki-cleaning, and hand over to cleaning staff for the next day.