24 March 2009
Army Lodging
Standard Operating Procedures
Check-In/Check-Out
1. Purpose: To establish a standard procedure for guest check-in and check-out.
2. Scope: The policies and procedures outlined in this SOP are applicable to all
assignments and terminations to and from lodging quarters.
3. Authority Responsibility: Front office personnel.
4. Procedures:
a. Check-in:
1) A standard check-in time will be established. If rooms are available and
clean, early check-ins shall be permitted based on availability.
2) Pre-registration procedures will be in place and used as a standard to reduce
the length of time it takes to complete the guest check-in process.
3) Guests must present the following: Valid identification.
4) Following information must be requested/verified upon check-in:
If PCSing:
PCS Orders if Direct Billed, Home address, Unit/Office name.
If on TDY:
Ask to see the TDY orders (do not keep them), Home address, Unit/Office
name.
If MTSS
TDY orders, Home address, Unit/Office name.
Space A:
Home address, Unit/Office name.
5) The guest's method of payment will be established and if payment is by credit
card authorization for the amount associated with the period of the reservation shall be
obtained. Where guests are scheduled to be in-house for an extended period of time,
local payment procedures may allow for incremental payments. Debit cards may be
charged in advance for the entire length of stay or for long term guests the guest is
required to return to process incremental advance payments.
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6) Front desk personnel will verify the number of guests, departure date,
designated rate, special services and method of payment prior to requiring the guest to
sign the registration card.
7) Rooms will not be assigned to any personnel 17 years or younger, excluding
active duty military personnel, without a sponsor escort. Local or state laws may
supersede this policy.
8) The guest is required to furnish pertinent information that will be entered into
the computer or recorded using a manual operating system. Social security numbers will
not be collected as part of this process except as required when accepting a guest's
personal check as advance payment.
9) Guests will be provided with all pertinent information, room key(s), and
directions to their assigned building/room in a manner that maintains all guest
information as confidential.
b. Check-out:
1) Guests must checkout by the established checkout time, or be authorized a
late check-out in accordance with local procedures, or a late fee will be accessed.
2) Guests must be provided an opportunity to review their folio prior to
settlement of charges.
3) Guests will be asked if they desire to complete a guest comment card.
5. Day Rates: Lodging operations may establish a reduced fee/day rate for guests
requiring use of a guest room for other than an overnight stay. This rate shall reflect the
cost of bringing the room back to a "vacant/clean" status so it may be assigned to another
guest.
6. Local Appendix:
a. Primary Occupant Age Restrictions
b. Payment Policy for Incremental Payment
c. Manual Operating Procedures
d. Late checkout procedures
e. State or local laws
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