Everything Begins at the Front Desk

by Bruce Harris and Brad Weaber

It is the major arrival day of your "full-house" convention. As the meeting manager, you are methodically touching all the bases: reviewing last-minute changes for the opening reception, alerting the switch-board staff for the oncoming onslaught of attendees, reconfirming limo pickup for VIPs. It's only then, as you walk past the elevators toward the staff office, that you hear the dreaded words from some of your members who have just checked in: "Could you believe the line at the front desk?" asks the first. "I waited 45 minutes to check-in."

As you run toward the front desk, sweat begins to bead on your forehead. The registration lines are 10 deep; luggage is piled in small pyramids at the bell desk. While you may have negotiated the best room rate and a bevy of concessions for your group, they are quickly forgotten as the lobby fills with angry attendees.

This problem (and others dealing with staffing and service levels) should be dealt with in the negotiation stage, long before a meeting begins. Every hotel has a ratio of bell staff required to handle the projected number of guests checking in and out at any given time. The meeting manager's job is to ascertain if that number adequately meets a group's needs.

The typical ratio for most high-rise hotels is one bellperson for every 75 arriving or departing guests. (Some of the deluxe hotel companies use a ratio of one per 50.) Hotels that are spread out and require longer to get to a room may operate on a formula of one per 55 or one per 60.

To ensure proper service for your members, it's imperative to know their arrival/departure pattern... and communicate it to the hotel. If most are arriving by air, a travel manifest should provide the answer. If, on the other hand, you don't know attendees' exact travel plans, at least provide the hotel with as much information as you can about their demographics. (If they're arriving en masse — by bus, for example — use the formula described in the accompanying article, "When Everyone Arrives at Once.")

The amount of luggage also plays a very important role in bell staff efficiency. A single business traveler staying overnight may carry his/her own luggage; an attendee and "significant other" arriving for a four-day convention will most likely require assistance.

Front desk staffing is critical to a speedy check-in. While experienced meeting managers know the importance of having guests pre-folioed, not all are familiar with the rules of thumb for the number of stations required to efficiently handle check-in/check-out. Generally, one desk agent for every 75 guests arriving or department that day should be sufficient. (If members of a group pay predominantly in cash, a transaction that typically takes longer, a ratio of one per 40 or 50 should be required.)

If buses are involved and large groups will be checking in at one time, a different formula should be followed:

1. Take the number of guests you expect in the check-in area at any one time:

2.Decide what is the longest time acceptable for your guests to have to visit.

3. Assume that the average check-in time for a pre-folioed room is between one minute and a minute and a half (approximately 75 seconds):

4. Multiply 75 seconds by the number of guests you expect in the lobby:

5. Divide that number by the maximum guest waiting time; and

6. The answer is the minimum number of check-in counters you will need.

Example:
70 guests x 75 seconds (1 minute,
15 seconds per person) = 5,250 seconds or 87.50 minutes (rounded to 88 minutes)
Maximum wait per guest: 9 minutes: 88/9 minutes = 9.78 (rounded to 10)
10 stations required

If the hotel does not have 10 stations, work with them to speed up the process. For example, corporate groups could guarantee payment of all folios, and therefore credit card imprints could be taken at checkout or during the conference. This will speed up check-in.

Remember: Be sure you can estimate the total number of people checking in during a certain time; this includes groups other than your own.

P.S.: As a courtesy, many fine hotels instruct front desk staff to describe some of the features of the hotel during the check-in process. While this may be welcome for first-time visitors, it adds to the aggravation of those waiting in line. Inform the front desk that once there are four or more people on line, they should limit conversation and focus instead on a fast and friendly check-in.

First published in: Convene Magazine, April 1995