Purpose: Ensure the front desk is prepared to serve guests at the start of each shift.
| Task | Completed (?/?) | Notes |
|------------------------------------------|---------------------|-----------------------------------|
| Log in to the property management system (PMS). | | Verify credentials and reports. |
| Check arrivals, departures, and special requests for the day. | | Highlight VIPs or special events. |
| Inspect the front desk area for cleanliness and organization. | | Ensure brochures and pens are tidy. |
| Verify cash drawer balance and petty cash. | | Report discrepancies immediately. |
| Review guest messages, emails, and voicemails. | | Respond promptly. |
| Ensure all office supplies (e.g., key cards, reservation forms) are stocked. | | |
| Test the phone system and check equipment (printers, card readers). | | |
| Check weather updates and local events to share with guests. | | |
Purpose: Provide a smooth and professional check-in experience for guests.
| Step | Completed (?/?) | Notes |
|------------------------------------------|---------------------|------------------------------------|
| Greet the guest warmly and make eye contact. | | “Welcome to [Hotel Name]. How may I assist you today?” |
| Verify the guest’s identity and reservation details. | | Request ID and/or credit card. |
| Confirm special requests (e.g., room preferences, late check-out). | | “We’ve noted your request for…” |
| Process payment and pre-authorizations. | | Explain any incidental charges. |
| Hand over the room key/key card and explain how it works. | | |
| Share hotel amenities and hours (e.g., breakfast, pool, Wi-Fi). | | Provide a map or brochure. |
| Offer assistance with luggage or additional requests. | | |
| Thank the guest and wish them a pleasant stay. | | “Enjoy your stay! Let us know if you need anything.” |
Purpose: Ensure a seamless check-out process and leave a positive impression.
| Step | Completed (?/?) | Notes |
|------------------------------------------|---------------------|------------------------------------|
| Greet the guest and ask if they enjoyed their stay. | | “Good morning! How was your stay with us?” |
| Retrieve the guest’s room details in the PMS. | | Verify room charges. |
| Review the final bill with the guest. | | Explain charges (e.g., minibar). |
| Process payment and provide a receipt. | | Ask for feedback if time permits. |
| Collect the room key/key card. | | Ensure it is deactivated. |
| Ask if the guest requires assistance with transportation. | | Arrange taxis if needed. |
| Thank the guest and invite them to return. | | “Thank you for staying with us. We hope to see you again soon!” |
Purpose: Ensure accurate and efficient handling of new reservations.
| Step | Completed (?/?) | Notes |
|------------------------------------------|---------------------|------------------------------------|
| Obtain guest details (name, contact info, payment method). | | Spell names accurately. |
| Confirm dates, number of nights, and room type. | | Double-check availability. |
| Enter special requests or preferences (e.g., extra bed, accessible room). | | |
| Verify the cancellation and refund policy with the guest. | | “You may cancel free of charge until…” |
| Send a confirmation email with reservation details. | | Include check-in time and hotel policies. |
| Note any promotional codes or discounts applied. | | |
Purpose: Ensure seamless handover of responsibilities between shifts.
| Task | Completed (?/?) | Notes |
|------------------------------------------|---------------------|------------------------------------|
| Review the shift logbook for updates or pending tasks. | | Highlight unresolved issues. |
| Count and reconcile the cash drawer. | | Report discrepancies to the manager. |
| Update the next shift on arrivals, departures, and special requests. | | |
| Restock office supplies (e.g., key cards, receipts, pens). | | |
| Clean and organize the front desk area. | | |
| Report maintenance or IT issues encountered during the shift. | | |
| Brief the next shift on VIPs or group bookings. | | |
Purpose: Handle guest complaints professionally and resolve issues effectively.
Step 1: Listen and Acknowledge
- “I’m sorry to hear about that, [Guest Name]. Could you tell me more about the issue?”
Step 2: Apologize and Show Empathy
- “We truly apologize for the inconvenience. I understand how this situation could be frustrating.”
Step 3: Investigate the Issue
- “Let me check the details and see how we can resolve this for you.”
Step 4: Offer a Resolution
- “Here’s what I can do: [specific solution, e.g., room change, discount, complimentary service]. Does that work for you?”
Step 5: Follow Up
- “Please let us know if there’s anything else we can assist you with during your stay.”
Purpose: Provide personalized service to VIP guests for a memorable stay.
| Task | Completed (?/?) | Notes |
|------------------------------------------|---------------------|------------------------------------|
| Prepare the room with any requested amenities (e.g., flowers, champagne). | | |
| Add a welcome note or card signed by the manager. | | Include a personal touch. |
| Inform the front desk team about the VIP’s arrival time. | | |
| Ensure a speedy check-in process with minimal waiting time. | | |
| Offer to personally escort the guest to their room. | | |
| Follow up mid-stay to ensure satisfaction. | | “We hope you’re enjoying your stay!” |
| Arrange a personalized farewell at check-out. | | “We look forward to welcoming you back!” |
Purpose: Document incidents involving guests or staff for accountability and follow-up.
| Date and Time of Incident: | [Insert Date/Time] |
|-----------------------------------------|------------------------------------------|
| Location: | [e.g., Room 201, Lobby] |
| Guest/Staff Involved: | [Insert Names] |
| Description of Incident: | [Brief summary of what happened] |
| Action Taken: | [e.g., Issue resolved, security notified]|
| Reported By: | [Insert Your Name] |
| Manager Notified: | [Insert Manager’s Name and Time] |
Purpose: Evaluate and provide feedback to front desk staff.
| Metric | Rating (1-5) | Comments/Examples |
|-----------------------------|------------------|---------------------------------------------|
| Customer Service Skills | [Rating] | Greets every guest warmly and professionally. |
| Accuracy in Reservations| [Rating] | Handles booking requests with minimal errors. |
| Complaint Resolution | [Rating] | Addresses guest concerns promptly. |
| Team Collaboration | [Rating] | Works well with colleagues and shares updates. |
| Technical Skills | [Rating] | Proficient with the PMS and phone systems. |
| Punctuality and Reliability | [Rating] | Always on time and prepared for shifts. |
Purpose: Track important updates and events during each shift.
| Date: [Insert Date] | Shift: [Morning/Evening/Night] |
|-----------------------------------------|------------------------------------------|
| Arrivals: | [List VIPs, groups, special requests] |
| Departures: | [List notable check-outs] |
| Maintenance Issues: | [e.g., HVAC repair needed in Room 305] |
| Guest Complaints: | [Brief description of complaint and resolution] |
| Other Notes: | [Special instructions for the next shift]|