Afternoon Front Desk Shift
1. Pre-Shift Preparations
2. Staff Briefing
- Gather all front desk staff in a designated area.
- Share updates from management regarding policies or procedures.
- Encourage staff to ask questions for clarity.
- Summarize key points for quick reference.
- Review the list of VIP guests scheduled for arrival or departure.
- Assign staff members to assist with special needs or requests.
- Remind team about the importance of personalized service.
- Ensure all staff are aware of specific protocols for VIP handling.
- Present current occupancy rates and forecast for the day.
- Highlight any notable events within the hotel or nearby.
- Discuss any potential impacts on front desk operations.
- Encourage communication among staff regarding guest inquiries.
3. Guest Check-In Procedures
- Check the front desk for clutter and remove unnecessary items.
- Ensure brochures and informational materials are stocked.
- Wipe down surfaces to maintain cleanliness.
- Organize pens, paper, and other supplies for easy access.
- Adjust seating arrangements for guest comfort.
- Smile and make eye contact as guests enter.
- Use a friendly tone and welcome them to the hotel.
- Offer assistance with their luggage, if needed.
- Ask about their travel and express interest.
- Make them feel valued and appreciated.
- Access the reservation system to locate guest bookings.
- Check guest names against the reservation list.
- Review any special requests or notes in the system.
- Confirm details, such as room type and dates.
- Communicate any discrepancies or changes clearly.
- Request a valid ID and compare it with the reservation.
- Ask for a credit card for incidentals and payment.
- Ensure the card's name matches the ID.
- Process payment securely and inform guests of charges.
- Provide a receipt for their records.
- Hand over room keys and explain how to use them.
- Provide a map of the hotel layout, highlighting amenities.
- Inform guests about dining options and hours.
- Share details about available services, such as room service.
- Encourage questions and offer assistance for their stay.
4. Guest Services and Support
- Greet guests with a friendly demeanor.
- Listen attentively to their concerns.
- Acknowledge their issues and reassure them.
- Provide clear and concise answers.
- Escalate unresolved issues to a manager.
- Have brochures and maps readily available.
- Know the operating hours and locations.
- Offer personalized recommendations based on guest preferences.
- Explain hotel amenities and services clearly.
- Ensure information is up-to-date and accurate.
- Offer to help with heavy bags upon arrival.
- Use a cart for multiple items.
- Ensure luggage is handled carefully.
- Accompany guests to their rooms if requested.
- Ask if they need further assistance with their belongings.
- Regularly check in with guests during their stay.
- Encourage feedback through surveys or direct questions.
- Address any negative feedback immediately.
- Document guest concerns for future reference.
- Follow up with guests post-stay for additional feedback.
5. Room Assignments and Maintenance
- Access the property management system.
- Review the current room inventory.
- Identify available rooms for new arrivals.
- Assign rooms based on guest preferences and special requests.
- Confirm room assignments with the guests upon check-in.
- Identify rooms requiring immediate cleaning.
- Use intercom or messaging system to contact housekeeping.
- Provide details on specific cleaning needs or issues.
- Confirm estimated time for cleaning completion.
- Update room status in the management system accordingly.
- Listen for any maintenance issues reported by guests.
- Log requests in the maintenance tracking system.
- Prioritize urgent repairs based on guest impact.
- Notify maintenance staff of new requests immediately.
- Follow up to ensure issues are resolved in a timely manner.
6. Cash Handling and Financial Transactions
- Open the cash drawer using the assigned key.
- Count all cash, including bills and coins.
- Verify total against the expected amount.
- Document any discrepancies in the cash log.
- Secure the cash drawer after verification.
- Check guest payment method and details.
- Enter payment information into the system.
- Provide receipts for all transactions.
- Ensure correct change is given to guests.
- Record transactions in the cash log.
- Regularly check cash levels during the shift.
- Compare daily cash totals with transaction records.
- Immediately report any discrepancies to a supervisor.
- Investigate discrepancies with supporting documents.
- Maintain transparency in cash handling practices.
7. End of Shift Procedures
- Review the guest request list.
- Address any unresolved requests promptly.
- Contact guests to inform them of completions.
- Document any follow-up actions taken.
- Ensure all requests are logged in the system.
- Record significant guest interactions.
- Note any incidents or disturbances.
- Include maintenance issues reported.
- Summarize staff performance or concerns.
- Ensure entries are clear and concise.
- Compile data on guest check-ins and check-outs.
- Highlight any issues or complaints.
- Summarize revenue generated during the shift.
- Include staff performance notes.
- Ensure the report is clear for review.
- Remove cash and checks from the drawer.
- Count cash and verify against records.
- Document discrepancies, if any.
- Secure cash in the safe.
- Ensure all payment methods are accounted for.
- Brief incoming staff on ongoing issues.
- Highlight any VIP guests or special requests.
- Provide updates on maintenance or service needs.
- Discuss staff performance or areas of concern.
- Ensure a smooth transition between shifts.
Use in Manifestly