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Front Desk

1. Pre-Arrival Preparations

Verify reservations and guest details in the system

Prepare welcome packets with keys and relevant information

Check for special requests or notes (e.g., allergies, preferences)

Ensure all necessary supplies (key cards, brochures, etc.) are stocked

Confirm payment information and authorization status

Review and update room assignments based on preferences or special requests

Prepare any amenities or special arrangements for VIP guests (e.g., champagne, fruit baskets)

Check the availability of any requested upgrades or additional services (e.g., late check-out, room service)

Ensure that the front desk area is organized and welcoming for arrivals

Review group bookings and coordinate check-in procedures for groups or events

2. Guest Check-In Process

Greet guests warmly upon arrival

Confirm reservation details and identification

Provide room keys and directions to the room

Inform guests about hotel amenities and services

Offer assistance with luggage or direct to bell services

Confirm any special requests or preferences noted in the reservation

Provide information about check-out time and procedures

Explain the Wi-Fi access and any other technical services available

Inform guests about any ongoing promotions or events at the hotel

Offer a welcome drink or snack, if applicable

Ensure guests are aware of safety features in their room (e.g., emergency exits, room key security)

Check for any loyalty program memberships and explain benefits, if applicable

Provide contact information for the front desk and any other relevant departments (housekeeping, room service)

3. During Guest Stay

Conduct regular checks on guest satisfaction

Address any issues or requests promptly

Keep track of housekeeping and maintenance needs

Provide information on local attractions and events

Offer personalized recommendations based on guest preferences

Ensure that guest amenities are replenished regularly

Provide a daily briefing on hotel activities and services available

Check in with guests periodically to ensure their comfort

Handle any special occasions (e.g., birthdays or anniversaries) for guests

Encourage guests to participate in hotel loyalty programs

Keep an updated log of guest feedback for future improvements

Assist with any technology needs, such as Wi-Fi or device charging

Coordinate with the concierge for any additional guest services required

Maintain a welcoming atmosphere in common areas and lobbies

4. Guest Check-Out Process

Confirm guest's final bill and charges

Process payment and provide receipts

Request feedback on their stay

Offer assistance with luggage and transportation

Thank the guest for their visit and invite them to return

Here are some additional steps that could be included in the "Guest Check-Out Process" section of the New Front Desk checklist

Verify the guest's identity and reservation details

Remind guests about any loyalty programs or rewards they may have earned during their stay

Confirm any outstanding requests or services used during their stay (e.g., room service, minibar)

Inquire if the guest needs any help with their next destination or travel arrangements

Provide information about any upcoming promotions or events at the hotel for future visits

Ensure that any lost and found items are properly logged and communicated

Offer to arrange a taxi or shuttle service for the guest’s departure

Collect and document any issues or concerns that the guest may have experienced during their stay for future improvement

Encourage guests to leave a review on travel websites or social media

Ensure the guest returns any room keys or access cards before leaving

5. Post-Departure Follow-Up

Send a thank-you email or message to guests

Review feedback for continuous improvement

Update guest profiles with preferences for future stays

Conduct team debriefing to discuss any issues or successes

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