Busy arrival — queue at registration
Situation: Multiple arrivals at once; guest waiting with luggage
Forbes focus
Immediate luggage assistance; seamless check-in ≤5 minutes; warm acknowledgment of waiting guests.
Luggage offer immediately. Check-in ≤5 min normal conditions. Bags ≤10 min after registration.
Step sequence
Step 1 · Curbside / door
“Welcome to Mr C Coconut Grove — I'll take care of your bags.”
Step 2 · Acknowledge waiters
“Welcome — I'll be with you in just a moment.”
Eye contact; never appear dismissive or finish internal tasks first.
Step 3 · Registration
“Welcome, [Name]. I'll have you settled shortly. I see your soft pillows and late arrival notes are prepared.”
Step 4 · Escort + luggage
“May I escort you to your room? Your luggage will arrive within a few moments.”
Do say
- · Welcome
- · I'll take care of your bags
- · I'll be with you in just a moment
Don't say
- · We're short-staffed
- · You should have booked online
- · Next!
Recovery
If check-in exceeds five minutes under normal conditions: apologize specifically, accelerate remaining steps, offer a thoughtful gesture if delay was material.
Related modules
Quarterly completion
Select your name under Staff & quarterly before marking this script complete.