Write it word-for-word. Every staff member says the same thing. Every time.
A script only works when it is written. If it lives in someone's head, it disappears when they leave. Write yours here and share it with your team.
CHECK-IN SCRIPT
CHECK-OUT SCRIPT
WHY THIS MATTERS
Check-in is experience design, not administration. A consistent 6-step script means every guest gets the same confident, warm welcome - regardless of who is on shift.
1
Welcome
A simple welcome helps the guest transition from travelling to arriving. Make them feel received, not processed.
e.g. "Welcome to [Hotel Name]. How was your journey?"
2
Details Inquiry
Before you look at the screen, ask for the guest's name and booking details. This feels personal and gives you what you need to find the reservation.
e.g. "Could I take your name and the name the booking is under? And do you have your ID with you?"
3
Confirmation
Confirm the reservation details and payment. Simple, clear, efficient. No surprises for either side.
e.g. "I have a reservation for [Name], checking in tonight for 2 nights - is that correct? I will take a card payment now."
4
Information Delivery
Three things maximum. WiFi, breakfast, room access. Never overload the guest with information at this moment.
e.g. "WiFi is [name], password is on your key card. Breakfast is served 7-10am in the dining room. Checkout is at 11am."
5
Setting Expectations
Tell the guest what happens next. This reduces uncertainty - the main source of guest stress on arrival.
e.g. "Your room is ready on the second floor, room 204. The lift is just behind you."
6
Closing
Guest leaves knowing exactly where to go and feeling comfortable. Warm but efficient.
e.g. "Enjoy your stay. We are here at reception if you need anything at all."
YOUR CHECK-IN SCRIPT
Read this to every guest. Word for word.
Fill in the steps above to see your script here.
WHY THIS MATTERS
Check-out is not closing a bill. It is retention and reputation. A guest checking out is silently deciding whether to return and what to write in a review. 60 seconds done right can generate a 5-star review.
1
Satisfaction Check
Not a survey. One simple question. If something went wrong, you have one final opportunity to respond before they write a review.
e.g. "How was your stay with us?"
2
Issue Recovery (if needed)
If the guest mentions a problem: acknowledge. Do not defend. Do not explain at length. Just acknowledge the experience.
e.g. "I am sorry to hear that - that is not the experience we want for our guests. Thank you for letting us know."
3
Review Request
Ask in a way that feels natural, not uncomfortable. Frame it as helping a small business - not as a sales push.
e.g. "If you enjoyed your stay, we would really appreciate a quick review - it means a lot to a small property like ours."
4
Return Invitation
Not a sales pitch. A warm closing that plants a seed. Repeat business often starts with moments like this.
e.g. "It was a pleasure having you. We hope to welcome you back next time you are in [city]."
YOUR CHECK-OUT SCRIPT
Say this at every departure. Every time.
Fill in the steps above to see your script here.
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