Reception lesson 3

Handling Guests’
Extension of Stay
Lesson 3
© Ezzy Digital Learning 2020

Learning objectives
By the end of the lesson, you will be able to
understand flow of service in handling guests’
extension of stay and use the expressions and
terminologies needed.
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Introduction
Handling guests’ request of extension of stay is
a possibility to get more room revenue by
extending their period of stay.
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Flow of service
The first thing a Receptionist or Front Desk
Agent may do is checking the availability on the
original check-out day. The room availability is
the answer to directly process the guests’
extension of stay request.
© www.freepik.com

Flow of service
Relating to that basic consideration, there are some points to be highlighted, such as:
• Making sure whether the property has an expected arrival (check-in) in that occupied room on the
guests’ check out day, as well as ensuring if the expected arrival is confirmed or late.
• Finding out the status of the current guest and the status of the expected guest. Some guests are
in VIP status, in this case a Receptionist or Front Desk Agent may use their common sense to
decide that which guest is possibly moved or assigned to other room.
• Considering the room rate being charged for the current guest and/or for the expected arrival
guest. This is important to decide which guest to be moved or assigned to other room (other room
type). If the room is not available, this may be used to consider which guest that needs an
upgrade to the next room category.

Flow of service
If there is no expected check-in, the room
which the guests are currently staying is
available for extension and, next, a
Receptionist or a Front Desk Agent should
extend the guests’ room key, and also make
sure the deposit covers incidental charges.
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Flow of service
However, if the room which is currently occupied by the guest
is not available for extension, or there is not any same room
type available on the guest check-out date, the option that a
Receptionist or a Front Desk Agent may take is doing up-
selling. By this stage, having a good skill in explaining room
category which includes each benefit and advantage get by
the guest is a must that a Receptionist or a Front Desk Agent
to have. On the other hand, where there is no agreement with
the guest because of limited budget on travelling or
unmatched room features towards his/her expectation, there
will be down-selling.
© www.freepik.com

However, if there is no agreement with the
guest, either it is because of the guest do not
prepare that much budget on travelling or
because of the room features does not match
with his/her expectation, the other option that
should be done is, of course, down-selling. By
which the option we have given to the guest is
agreed, then the extension of stay request may
follow up accordingly.
Flow of service
© www.freepik.com

Flow of service
After all the process on the deposit and
extending room key, it is important for the
Receptionist or Front Desk Agent to make sure
that the extension of stay process has been
updated in the Property Management System
(PMS) while do not forget to wish guest to have
a wonderful stay ahead.
© www.snappms.com

Expressions in handling guests’ extension stay
On the next slides are several expressions
that might be used by the front office staff to
handle guests’ extension of stay by the
Receptionist or Front Desk Agent.

Greeting / welcoming guests
• “Good morning/Afternoon/Evening, (mention the
guest’s name when known), my name is………, how
may I assist you?”
(wait for the guest’s response)
(check the guest’s check-out date)
(for an extension stay request, check if the property
has an Expected Arrival in that room on the date
needed)
• If there is no Expected Arrival available blocked in
that room, then the extension of stay request can be
processed by following up certain things on the next
slides.
© www.freepik.com

Checking room availability
“Mr….(mention the guest’s name), allow me to check the
room availability on your check-out day”
(if the room that he/she is currently staying is not available
for extension, then the Receptionist or Front Desk Agent
may offer another room or another room type)
(on this stage it is suggested to do up-selling)
(if it is not possible to do up-selling, a down-selling is
another option to do, it is in order to still achieve additional
room revenue)
© www.es.skytouchtechnology.com

Processing extension stay request
• “Mr….(mention the guest’s name), you are
lucky that we have an availability of the room
you are currently occupying, so that we may
just process your extension stay request”
• “As your deposit is still covering your room
and incidental charges, I will not assist you to
add the deposit, and I will just assist you to
extend your room key by using our Key
Encoder Machine”
• “May I have your room key, please?”
(process to extend guest’s room key)
© www.abcnews.go.com

Processing extension stay request
NOTE: If the reservation of the previous room
made by the guest through Travel Agent (or third
party), the follow-up action a Receptionist or a
Front Desk Agent may do is creating a new room
reservation on his/her check-out day. On the other
hand, the second thing a Receptionist or a Front
Desk Agent may do is asking the guest to do
check-out on his/her original check-out date and
check-in again on his new check-in day (new room
reservation).© www.hospitality-school.com

After extension of stay request process
• “Your room key has been extended, and you
may use it during your new period of stay “
• “Is there anything else I may assist you with,
Mr…./Ms….?
(if there is no more assistance needed by the
guest, close the assistance to the guest may be
proceeded)
• “Thank you and have a great day Mr…./Ms….”
© www.tutorialspoint.com

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