iA note on the system
Steps that happen in the property-management system are marked PMS. The PMS is our third-party software, follow the vendor’s screens (and the Horizon PMS Cheat Sheet) for the exact buttons. These SOPs cover the Horizon way of doing it, not the software’s mechanics.
01
Arrival & Welcome
HZ-FD-SOP-01
Purpose: to greet every arriving guest warmly and check them in smoothly. When: a guest arrives at the front desk. Standard: guest greeted within 30 seconds; check-in complete in under 5 minutes.
Greet before they reach the desk. Make eye contact, smile, and offer a warm Horizon welcome: “Welcome to The Laurel Inn, how was your journey?”
Ask for the guest’s name and pull up their reservation. PMS Open Arrivals and select their booking.
Confirm the stay details aloud, room type, number of nights, and any special requests, so the guest feels seen and known.
Verify ID and payment on file per policy. PMS Check the folio is attached and the card is authorized.
Assign the room and program the key. PMS Use Assign Room, then encode the key card.
Orient the guest personally. Share breakfast hours, Wi-Fi, and one genuine local recommendation, never a scripted list.
Hand over the keys with a warm close: “We’re so glad you’re here. I’m Jordan, call the desk any time.” Offer help with luggage.
✦Horizon touch
If it’s a returning guest, welcome them back by name and reference their last stay. Recognition is the heart of boutique hospitality.
02
Departure & Checkout
HZ-FD-SOP-02
Purpose: to settle the folio accurately and leave the guest with a warm final impression. When: a guest checks out. Standard: checkout in under 3 minutes; every departing guest invited back.
Greet warmly and ask about the stay. “Good morning! How was your stay with us?” Listen, this is your last chance to catch an issue.
Pull up the guest’s folio. PMS Open Departures and select the room.
Review charges with the guest before settling, room nights, and any dining or incidentals. Explain each line simply.
Settle the balance and email the receipt. PMS Use Settle Folio, then send the invoice.
Complete checkout and release the room to housekeeping. PMS Mark the room Checked out so it enters the cleaning queue.
Invite them back. “It was a pleasure having you, we’d love to welcome you again.” Offer to store luggage or call a car.
✦Service recovery
If a guest mentions a problem at checkout, own it warmly, note it, and involve your supervisor if needed. A well-handled issue often creates the most loyal guests.
\u2713Related
Pair these SOPs with the Horizon PMS Cheat Sheet for the exact system steps, and the Front Desk Associate Onboarding program for where they fit in training.
