A person who arrives at a lodging facility without a reservation. According to Stutts (2001) a walk in is an excellent opportunity to increase sales and occupancy. Therefore, treat the walk in guest just as warmly as a guest who has a reservation. First ask the guest the length of his/her stay to ascertain that a room is available for the requested days. If space is available for the entire length of his/her stay then the available rate should be quoted. The walk in guest is an excel lent opportunity to practice upselling and maximizing potential revenue for the property. A person who says they have a reservation but cannot be found would also be treated as a walk in. Try to minimize the loss of reservation by moving on quickly and ask the guest for the necessary information to check him/her into the property. However, if the lodging facility is in a sold out situation, the clerk should make every effort to find the reservation and if it cannot be found apologize and offer to locate the person alternative accommodations.
Stutts, A. T. (2001). Hotel & lodging management An introduction. New York, USA: John Wiley & Sons.