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W-Gramercy

This is the procedure for registering a confirmed reservation at the Gramercy Building.

Last Update: 11/2024
Revised by: Johanna García G.

Objetive

• Register guests via email in advance to facilitate a smooth check-in process, avoiding misunderstandings and delays.
• Guests should be informed during the Welcome Call that this building requires prior registration; otherwise, they will not have access to the amenities or timely entry.
• To prevent any inconvenience at the entrance that might burden front desk staff, especially during peak season, the registration process is set to occur after the Reservation Confirmation (within a maximum of two days for advance bookings. For same-day confirmations, it should be done immediately).
• This registration refers to the email format and will be automated by the CRM.

Any contact with the guest should include a request to confirm a valid contact number, enabling a direct conversation with the guest. This allows for a thorough and clear explanation of the importance of the registration process, along with completing other tasks essential to welcoming the guest.

FAQ's

What information do I need to complete the registration?
Information Notes
Main Guest ID   YES
Main Guest Full Name
YES
Main Guest Email
NO
Main Guest Phone
NO
The main guest must be present at check-in
YES



All Guests ID
YES
All Guests Full Names
YES
All Guests Emails
NO
All Guests Phones
NO



Executed (Signed) Rental Agreement
NO
Background Check Screening: Passed
YES
If I do not have all the information, how long should I wait to obtain it and be able to execute the registration in the building's system?

The information for this building is sent via email. The required information in this building is basic. We should always aim to register well in advance (more than 7 days, if possible). However, if we do not have complete data one day before arrival, we can register the information available in the CRM system.

Should I call the front desk of the building to inform them of any updates regarding a guest?
  • Yes, communication with the building is the best tool to demonstrate that we are committed to meeting the building's requirements. For this reason, we are sharing updates that may impact the quality of service upon the unexpected arrival of the guest.

Workflow Map

Procedure Line

The registration method for this building is by email, using the customer experience email.

  1. Email must include this recipients.

Main recipients:

Email copy:

The full names of the guests and their IDs must be sent.

Please DO NOT include { } symbols when replacing data.  Always Use USA date format MM/DD/YYYY

Email Subject:
Registration at Unit: { Unit Number } | Check In: { Check In Date } Guest: { Main guest Full Name }

This is the automatic messege:

Whost
Hi, Gramercy
We kindly notify you of a reservation to ensure easy access for this guest and their accompanying parties.
 
UNIT {Unit Number}
 
Main Guest Name: { MAIN GUEST FULL NAME}
Total Guests: { Total guests number }
Check In: { Check In Date }
Check Out: { Check Out Date }
 
The guest has been informed that they must present their ID to the front desk staff.
 
Please contact Whost customer experience
Available 24/7, at 786 796 1393 / 786 539 4716
This is a notification email from  Whost CRM

2. Attach the ID´s of the guests and send.  

 

Registration Process

Some units have a special access condition requiring a registration procedure, where we generally ask the guest to identify themselves before entering a unit, along with their companions.

Depending on the unit, an additional background check may be required, which the guest must complete.

1. Identify if this reservation requires any prior registration process: From the reservation window, locate icon like a bookmark, which will display a pop-up window to enter the identification and names of the guests. 

image.png Unregistered Booking

image.png Registered Bookingimage.png

For reservations that request parking, the photo of the vehicle associated with the reservation must also be added for Washington units. The process of uploading this photo is the same as for the registration documents.

image.png

The photo of the vehicle must clearly show the license plate, as shown in the following example:

 

 
What happens if a previously made registration is canceled?
  • Every day, it is necessary to check the CRM for canceled reservations that have been registered (available in the registration view).

Subject
REGISTRATION CANCELED UNIT { Unit Number }
In the body of the message:

Hello Good day, I hope this email finds you well.

The guest { GUEST NAME } has canceled the reservation for unit { Unit Number } . We kindly request that you proceed with the cancellation of the registration to allow us to register a new guest for these dates.

UNIT { Unit Number } 
Check In date:  MM / DD / YYYY
Check Out date: MM / DD / YYYY

Thank you for your diligence.

Please remember that if you have any updates you would like to share with us, you can contact our 24/7 customer service line at +1 786-796-1393, or write to us at frontdesk@wehostgroup.com.

Sincerely,
Guest Services Team at Whost

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