SOP After Hours Check-in Guests That Have a Reservation
Service Level
Why is the work described in the service level needed?
To provide Guest’s arriving after store hours to a Spacious Skies Campground direction
to their site.
What is to be done?
Prepare a check in packet as usual for Guest arriving after hours and leave it in the after
hours check in box.
Provide communication and direction to Guest arriving after hours of where and how to
find their information.
Operation Standards
How will the work described in the service level be done?
An hour before the store is scheduled to close, contact any arrivals for the day that
haven’t checked in yet and ask for their ETA. If it is going to be after the store closes,
inform them you are just checking and want to explain the late check in
process to them. Let them know where their check-in packet is going to be left out for
them so they can easily find it upon arrival. If their terms and conditions aren’t already
signed, resend them the reminder in Campspot and remind them while you are on the
phone with them to please sign before or upon their arrival to The Campground. If
there are any particulars for site or reservation, this is a good time to communicate
them with the guest, ie: tricky to get into, or where any online add-ons will be for them.
Take record of each reservation left out in the after-hours box on the Late Arrival - Sheet This will give accountability to closing staff and opening staff the following
morning.
Before you leave for the end or your shift, double check the Arrival’s tab in Campspot
and make sure you have check-in packets made for all pending arrivals for the day. It is
imperative at this point to ensure that all maps have clear and accurate directions
drawn to the guest's site or accommodation on them.
When is the work described in the service level to be done and when is it not to be done?
Anytime a guest with a reservation is going to arrive at an SSC Campground after
store hours.
Who is to do it?
Front Desk staff with follow-up from GM or MOD to ensure all after-hours
reservations have a check-in packet left out for them.