Check-In Process Guide

# Check-In Process Guide Master the customer check-in process to ensure smooth rental starts, proper documentation, and excellent customer experiences. This guide covers everything from pre-arrival to equipment handover. ## 🎯 Overview A smooth check-in process: - Sets the tone for customer experience - Ensures all paperwork is complete - Verifies safety requirements - Prevents later disputes - Maximizes efficiency ## 📱 Understanding Booking Statuses ### The Check-In Journey 1. **Reserved** → Customer has paid and booking is confirmed 2. **Rented** → Equipment checked out to customer (after check-in) 3. **Returned** → Customer brought equipment back 4. **Completed** → Final inspection done, booking closed ## ⏱️ Check-In Timeline ### Before Arrival (Day Before) 1. Review tomorrow's reservations in Dashboard 2. Filter by "Reserved" status 3. Prepare equipment for each booking 4. Check for special requests or notes 5. Verify payment status (should show paid) ### Morning Preparation 1. Go to **Dashboard** → **Bookings** 2. Filter by today's date and "Reserved" status 3. Print check-in list if needed 4. Inspect reserved units 5. Brief team on any special situations ## 📋 The Complete Check-In Process ### Step 1: Customer Arrival (2 minutes) **QR Code Check-In** - Customer shows QR code from email - Scan or manually search booking - QR code links directly to booking details **Manual Search** ``` Quick Search Options: ✓ Customer name ✓ Booking number (RS241225123) ✓ Phone number ✓ Email address ``` ### Step 2: Access Booking in Dashboard (1 minute) 1. Go to **Dashboard** → **Bookings** 2. Find booking using search 3. Click on booking to open details 4. Verify status shows "Reserved" 5. Review booking summary ### Step 3: Verify Customer Information (3 minutes) **Check the ID Card Section** - Confirm name matches ID - Verify driver's license is valid - Check age requirements - Note expiration date **Review Booking Details** - Rental dates and times - Equipment reserved - Quantity - Location (if delivery) - Add-ons included ### Step 4: Process Waivers (3 minutes) **SmartWaiver Integration** If customer hasn't signed: 1. Check waiver status in booking 2. Send waiver link if needed 3. Customer signs on tablet/phone 4. System auto-attaches to booking 5. Verify signature received **Manual Waiver Process** - Print from booking page - Customer reads and signs - Upload to booking notes - Mark waiver as completed ⚠️ **Never skip waivers** - Required for insurance and liability protection! ### Step 5: Collect Balance Due (2 minutes) **Check Payment Status** - View "Payment Details" tab - Confirm initial payment processed - Check for any balance due - Process remaining balance if needed **Security Deposits** - Verify deposit amount set - Process hold on card - Explain release timeline - Note in checkout notes ### Step 6: Pre-Rental Documentation (5 minutes) **Navigate to Check-In Form** 1. In booking details, find "Check Out Renter" section 2. You'll see the check-out form with two main sections: **Before Rental Images** (Optional but Recommended) - Use the dropzone to upload photos - Capture all sides of equipment - Document any existing damage - Note fuel levels - Photos auto-upload to Cloudinary **Checkout Notes** (Optional) - Add any special instructions - Note customer requests - Document pre-existing issues - Record agreements made - Internal use only - customer won't see ### Step 7: Complete Check-In (1 minute) **Final Steps** 1. Review all information 2. Click **"Check Out Renter"** button 3. Status changes from "Reserved" to "Rented" 4. System records check-out time 5. Calendar updates automatically **What Happens Next** - Booking shows as "Rented" status - Return countdown begins - Customer can access booking via their link - Team can track active rentals ### Step 8: Equipment Handover (4 minutes) **Safety Briefing** 1. Start/stop procedures 2. Safety equipment locations 3. Emergency procedures 4. Operating boundaries 5. Return requirements **Provide to Customer** - Keys and any accessories - Contact card with emergency numbers - Return time reminder - Map of approved areas (if applicable) - Weather policy reminder ## 🚀 Quick Check-In Tips ### For Repeat Customers - Customer info pre-populated - Focus on changes since last rental - Verify waiver still valid - Quick safety reminder - Thank them for returning ### For Large Groups - Pre-assign units in system - Create check-in stations - Process leader first - Batch similar equipment - Use multiple staff members ### During Rush Times - Pre-stage equipment by booking - Have tablets ready for waivers - Print backup paperwork - Use quick photo documentation - Focus on essentials ## 📸 Photo Documentation Best Practices ### What to Photograph - All four sides of equipment - Existing damage or wear - Fuel gauge reading - Hour meter (if applicable) - Serial numbers - Any accessories included ### Photo Upload Process 1. Click/tap dropzone area 2. Select multiple photos at once 3. Wait for upload progress 4. Photos automatically attach to booking 5. Can remove if needed ## ⚠️ Special Situations ### Late Arrivals **Within Grace Period** - Process normally - Note arrival time - Confirm return time unchanged - No additional charges **Significantly Late** - Check availability - May need to adjust return time - Document in notes - Communicate clearly ### Missing Requirements **No Valid ID**: - Cannot proceed with rental - Offer to hold reservation briefly - Document attempt **Waiver Issues**: - Must complete before keys - Help with tablet if needed - Cannot make exceptions **Payment Problems**: - Try alternative payment - Cannot release without payment - Offer to hold unit briefly ### Equipment Issues **Reserved Unit Unavailable** 1. Apologize sincerely 2. Check for alternatives 3. Offer free upgrade if available 4. Adjust pricing if downgrade 5. Document everything 6. Consider compensation ## 📊 Check-In Metrics ### Track Your Performance - Average check-in time: 10-15 minutes - Photo documentation rate: 95%+ - Waiver completion: 100% - Payment collection: 100% - Customer satisfaction: 95%+ ### Daily Goals - All reserved bookings checked in - Zero waiver exceptions - Complete photo documentation - Accurate status updates - Happy customers ## 💡 System Tips & Tricks ### Keyboard Shortcuts - **Ctrl/Cmd + K**: Quick search - **Tab**: Move between fields - **Enter**: Submit forms ### Mobile Optimization - Dashboard works on tablets - Photo upload from device camera - Touch-friendly interface - Offline capability for photos ### Common Issues & Solutions **Upload Won't Work?** - Check internet connection - Try smaller photo sizes - Use different browser - Clear cache if needed **Can't Find Booking?** - Try different search terms - Check date filters - Look for typos - Verify booking status **Form Won't Submit?** - Check required fields - Verify internet connection - Try save and refresh - Contact support if persists ## 🎯 Check-In Excellence Checklist ### Before Customer Arrives - [ ] Equipment ready and clean - [ ] Booking details reviewed - [ ] Accessories prepared - [ ] Paperwork ready (if needed) ### During Check-In - [ ] Warm greeting - [ ] ID verified - [ ] Waiver completed - [ ] Payment processed - [ ] Photos taken - [ ] Notes added (if needed) - [ ] Safety briefing given - [ ] Questions answered ### After Check-In - [ ] Status shows "Rented" - [ ] Customer has keys - [ ] Contact info provided - [ ] Return time confirmed - [ ] Documentation complete ## 🛡️ Protecting Your Business ### Documentation Standards - Take photos even if equipment is perfect - Be specific in notes - Include timestamps - Save everything - Back up regularly ### Communication Tips - Set clear expectations - Explain all policies - Provide written reminders - Keep tone friendly but professional - Document verbal agreements ## 📈 Mastery Milestones ### Week 1: Foundation - Navigate booking system confidently - Complete basic check-ins - Take proper photos - Process waivers ### Week 2: Efficiency - Reduce check-in time - Handle multiple customers - Troubleshoot common issues - Build rapport quickly ### Month 1: Excellence - Train others - Handle complex situations - Suggest improvements - Consistently delight customers ### Month 3: Leadership - Optimize processes - Mentor new staff - Analyze metrics - Drive improvements --- 💡 **Pro Tip**: Great check-ins create great reviews. Take the extra minute to ensure customers feel valued and informed! ⚠️ **Remember**: The status must change from "Reserved" to "Rented" for proper tracking and availability management. *Next: Learn about [Check-Out Process](check-out-process.md) for completing the rental cycle →*