Module 1 of 4
Check-in & check-out
The arrival and departure flows that shape the whole stay.
Arrival: the flow
Check-in is a fixed flow: greet, find the reservation, verify identity documents (and register them — in Italy guest data must be reported to the authorities, which is why the passport step is not optional), confirm the room type and rate, take payment or a guarantee, explain the essentials (breakfast, Wi-Fi, lift, key), and close warmly. Tired guests absorb little: say the room number, point to the lift, and put the breakfast hours in writing on the key card sleeve.
“Could I see a passport or ID for each guest, please? It's required for registration.”
The document step, with the reason
“You're in room 304 — the lift is just behind you on the left.”
Room + orientation in one line
Departure: the last impression
Check-out decides the review. The flow: ask about the stay (and mean it — this is where problems surface while you can still fix something), present the bill and walk through any extras before the guest finds them alone, settle payment, offer luggage storage and transport help, and close with the return invitation. A disputed minibar charge handled graciously costs five euros; handled defensively, it costs a one-star review.
“How was your stay with us?”
Ask before the bill, not after
“We'd be happy to keep your luggage here until your flight.”
The standard departure courtesy