Front office Department
I. Pre-Arrival Preparation
- Verify guest names, dates, and room types.
- Check for any changes or cancellations.
- Ensure payment information is up to date.
- Review special rates or offers applied.
- Document any discrepancies for follow-up.
- Gather personalized items such as letters, gifts, or vouchers.
- Include hotel information and local attractions.
- Ensure packages are neatly presented.
- Label packages clearly with guest names.
- Arrange for packages to be delivered to rooms.
- Review guest notes for allergies, room preferences, or amenities.
- Coordinate with housekeeping to fulfill specific requests.
- Document any additional services requested.
- Confirm availability of special requests.
- Prepare to communicate these details to staff.
- Ensure assigned rooms are clean and inspected.
- Confirm room types match reservations.
- Check for any maintenance issues reported.
- Update room status in the system.
- Communicate any changes to the housekeeping team.
- Review guest requests for additional items.
- Coordinate with housekeeping for setup.
- Ensure equipment is clean and functional.
- Document equipment requests for tracking.
- Confirm setup is complete before guest arrival.
- Verify reservation details and guest preferences.
- Prepare welcome materials and amenities for guests.
- Update room assignments based on special requests.
- Check for special occasions noted in the system.
- Communicate with housekeeping about room readiness.
- Ensure all documentation is ready for check-in.
- Review and update the daily arrivals report.
- Prepare staff for any VIP arrivals or events.
- Compile a list of group guests and their needs.
- Communicate with catering and events teams.
- Ensure room blocks are reserved and updated.
- Check for special itineraries or services required.
- Confirm arrival and departure details with the group leader.
- Compile a list of all expected arrivals.
- Include special notes for each guest.
- Distribute the list to the front desk team.
- Review the list during team briefing.
- Update the list throughout the day as needed.
- Gather contracts and agreements for groups or events.
- Organize guest registration forms and identification.
- Store documents in an easily accessible location.
- Review documents for accuracy and completeness.
- Prepare a checklist for any missing items.
- Verify details of any pre-booked transportation.
- Communicate with drivers or service providers.
- Ensure guests have received confirmation.
- Document transportation details in the system.
- Prepare signage for arrivals if necessary.
- Compile brochures and discounts for local attractions.
- Create itineraries for guests with special requests.
- Ensure all materials are current and relevant.
- Review content for accuracy before printing.
- Distribute materials for inclusion in welcome packages.
- Review payment status in the reservation system.
- Follow up with guests regarding any outstanding balances.
- Document any payment agreements or arrangements.
- Ensure all payments are processed before arrival.
- Notify management of any issues.
- Share guest preferences and requests with the concierge.
- Confirm that reservations are secured.
- Document any special arrangements made.
- Prepare information packets for guests.
- Communicate any changes or updates to the front desk team.
- Test all phone lines and email accounts.
- Ensure staff are briefed on expected inquiry volume.
- Prepare templates for common inquiries.
- Establish backup procedures for communication failures.
- Verify that all contact information is current.
- Review guest notes for dietary restrictions.
- Communicate special requests to kitchen staff.
- Ensure menu options are available for guests.
- Document any changes or confirmations.
- Prepare to inform guests upon check-in.
- Confirm staff availability for the arrival period.
- Adjust schedules to accommodate peak times.
- Communicate any changes to the team.
- Ensure training for any new staff members.
- Prepare a backup plan for unexpected absences.
II. Check-In Process
- Smile and maintain eye contact.
- Use the guest's name if known.
- Offer a friendly handshake or greeting.
- Express appreciation for their arrival.
- Request identification and reservation confirmation.
- Check the system for booking details.
- Verify dates, room type, and guest names.
- Address any discrepancies immediately.
- Highlight key amenities like the pool and gym.
- Explain dining options and hours.
- Mention any special services like spa or shuttle.
- Provide brochures or pamphlets if available.
- Review total charges with the guest.
- Accept preferred payment method (cash, card).
- Explain any additional fees clearly.
- Provide a receipt after payment is processed.
- Hand over room keys with a smile.
- Explain how to use electronic key cards.
- Provide clear directions to the room.
- Offer assistance to carry luggage if needed.
- Ask if the guest needs help with luggage.
- Call for bell service if requested.
- Ensure luggage is handled with care.
- Accompany the guest to the room if necessary.
- Share details of current promotions or packages.
- Mention any upcoming events in the hotel.
- Encourage participation in events for a better experience.
- Provide flyers or information sheets if applicable.
- Check for any special requests in the system.
- Confirm details with the guest.
- Ensure requests are accommodated.
- Document any new requests made during check-in.
- Hand over a detailed map upon check-in.
- Point out hotel facilities and amenities.
- Highlight local attractions and landmarks.
- Provide directions to popular destinations.
- Clearly state the check-out time.
- Discuss policies on guest privacy and noise.
- Mention consequences of policy violations.
- Encourage questions about policies for clarity.
- Point out emergency exits on the map.
- Explain evacuation procedures briefly.
- Provide information on fire alarms and safety.
- Encourage guests to familiarize themselves with exits.
- Inquire if guests need clarification on anything.
- Encourage them to ask about services.
- Offer assistance in planning their stay.
- Be attentive and ready to help.
- Explain benefits of loyalty programs.
- Provide sign-up forms or online links.
- Mention exclusive offers for members.
- Encourage them to stay connected for updates.
- Ask for email and phone number.
- Ensure accuracy by repeating the information.
- Explain how information will be used.
- Reassure guests about data privacy.
- Present complimentary drinks or snacks.
- Ask about guest preferences (e.g., non-alcoholic).
- Make the offer feel special and welcoming.
- Ensure refreshments are readily available.
- Sincerely thank guests for their choice.
- Express excitement about their stay.
- Invite them to reach out for assistance.
- End with a warm farewell as they proceed.
III. Guest Services
- Record all guest requests and complaints promptly.
- Update the log daily to reflect recent entries.
- Categorize requests for easy reference and follow-up.
- Ensure accessibility for all team members to the log.
- Review the log during team meetings for resolution tracking.
- Maintain a knowledgeable concierge staff for guest inquiries.
- Provide a comprehensive list of available concierge services.
- Ensure concierge desk hours align with guest check-in times.
- Establish a system for tracking concierge requests.
- Train staff on local attractions and resources.
- Create an updated brochure of local attractions.
- Prepare a digital resource accessible to guests.
- Schedule regular updates on seasonal events and activities.
- Encourage staff to share personal recommendations.
- Offer guided tours or partnerships with local services.
- Train staff on proper luggage handling techniques.
- Implement a system for tracking luggage requests.
- Coordinate with local transportation services for guest needs.
- Provide clear communication to guests about wait times.
- Ensure luggage is delivered to guest rooms promptly.
- Schedule regular follow-ups with guests via phone or in-person.
- Encourage feedback on their stay and address concerns immediately.
- Document all feedback for future reference.
- Offer assistance with any issues they may have.
- Create a welcoming environment for open communication.
- Customize welcome amenities based on guest preferences.
- Include a handwritten note from management or staff.
- Ensure timely delivery to guest rooms upon check-in.
- Use local products to enhance the welcome experience.
- Keep records of guest preferences for future visits.
- Develop partnerships with local restaurants and venues.
- Maintain an updated list of popular dining options.
- Train staff on the reservation process and systems.
- Confirm all reservations and communicate details to guests.
- Follow up to ensure guest satisfaction with reservations.
- Document all special requests upon guest arrival.
- Coordinate with kitchen and housekeeping for specific needs.
- Communicate clearly with guests about available options.
- Follow up to ensure all requests are met satisfactorily.
- Train staff on handling various special requests appropriately.
- Inquire about guest preferences during check-in.
- Create a schedule that accommodates guest requests.
- Document any changes or special instructions given by guests.
- Ensure housekeeping staff is informed of guest preferences.
- Follow up to confirm satisfaction with housekeeping services.
- Establish clear communication channels with the kitchen.
- Create a tracking system for in-room dining orders.
- Confirm orders with guests before delivery.
- Train staff on proper delivery etiquette.
- Follow up after delivery to ensure guest satisfaction.
- Develop partnerships with trusted transportation providers.
- Maintain a schedule of transportation options and costs.
- Confirm all transportation arrangements with guests in advance.
- Provide clear instructions for pick-up and drop-off.
- Follow up post-transport to gather feedback on service.
- Create a curated list of local favorites for guests.
- Update recommendations based on guest feedback and trends.
- Offer personalized suggestions based on guest interests.
- Ensure staff is knowledgeable about local options.
- Provide brochures or maps for easy navigation.
- Maintain a tech support guide for common issues.
- Train staff on troubleshooting Wi-Fi and device problems.
- Provide charging stations in common areas for guest use.
- Document recurring issues to improve future services.
- Follow up with guests to ensure resolution of tech issues.
- Provide easy access to feedback forms or surveys.
- Encourage verbal feedback during check-ins and check-outs.
- Incentivize feedback with discounts or future stay offers.
- Document all feedback for review and improvement.
- Share positive feedback with staff to encourage performance.
- Develop seasonal promotions to attract guests.
- Communicate available packages clearly during booking.
- Train staff to promote packages to arriving guests.
- Monitor the success of promotions and adjust as necessary.
- Collect guest feedback on package satisfaction for future offerings.
IV. Check-Out Process
- Check the reservation details for correct departure date.
- Calculate all applicable charges for the stay.
- Prepare a detailed invoice including room rate and additional services.
- Verify all charges align with the guest's expectations.
- Present the invoice to the guest clearly and calmly.
- Highlight key charges such as room, tax, and extras.
- Listen to any concerns or disputes regarding charges.
- Make necessary adjustments if discrepancies are found.
- Confirm the preferred payment method with the guest.
- Process the transaction securely using the payment system.
- Ensure the amount charged matches the final invoice.
- Print and provide a receipt for the guest's records.
- Engage the guest in a friendly conversation.
- Ask specific questions about their experience.
- Encourage suggestions for services or amenities.
- Thank them for their feedback and assure them it will be reviewed.
- Express gratitude for their stay at the hotel.
- Offer a warm farewell and best wishes for their journey.
- Encourage them to consider returning in the future.
- Provide information about upcoming events or offers.
- Request a form of identification from the guest.
- Cross-check the ID with the reservation details.
- Confirm the guest's name and room number match records.
- Ensure no unauthorized individuals are involved in the check-out.
- Ask the guest to return all room keys issued.
- Check the number of keys returned against records.
- Deactivate keys in the system to prevent future access.
- Document any lost keys for accounting purposes.
- Ask if the guest requires help with their luggage.
- Coordinate with bell staff for luggage assistance.
- Inquire about transportation needs, such as taxis or shuttles.
- Provide information on local transport options if needed.
- Inform the guest about loyalty programs available.
- Share details on how to enroll and benefits received.
- Distribute promotional materials or brochures.
- Encourage them to subscribe to newsletters for updates.
- Request the guest's current email address and phone number.
- Ensure the information is accurate and up-to-date.
- Explain how their information will be used.
- Thank them for providing their contact details.
- Check the guest's account for any pending charges.
- Confirm minibar and room service items with the guest.
- Make sure all charges are included on the final invoice.
- Address any questions regarding outstanding charges.
- Highlight key amenities such as the pool, gym, and dining options.
- Mention any seasonal events or special offers.
- Encourage guests to explore the hotel during their next stay.
- Provide brochures or flyers with additional information.
- Ask the guest if they have checked all areas of the room.
- Remind them to check drawers, closets, and bathrooms.
- Offer assistance in searching for overlooked items.
- Document any items left behind for follow-up.
- Record any complaints or suggestions in the system.
- Categorize feedback for easy reference by management.
- Share relevant feedback with appropriate departments.
- Ensure follow-up actions are noted and addressed.
- Review previous notes or preferences from the guest.
- Update the profile with new preferences gathered during check-out.
- Ensure all changes are saved in the system correctly.
- Inform the guest their preferences will enhance future visits.
V. Post-Stay Follow-Up
- Collect guest email addresses from reservation system.
- Craft a personalized thank-you message.
- Include a special offer for future stays.
- Schedule emails to be sent within 24 hours of departure.
- Track open and response rates for future improvements.
- Design a brief and engaging survey.
- Include questions about guest experience and satisfaction.
- Send the survey link via email within a few days post-stay.
- Encourage honest feedback with an entry for a prize.
- Analyze survey data for actionable insights.
- Compile feedback from all sources including surveys and reviews.
- Identify recurring themes or issues raised by guests.
- Prioritize areas needing immediate attention.
- Discuss findings with relevant departments.
- Develop action plans to address concerns.
- Access guest profiles in the management system.
- Note any specific preferences or requests made during the stay.
- Ensure preferences are clear and easy to understand.
- Update profiles promptly after review.
- Train staff to reference these preferences in future interactions.
- Gather specific examples of feedback related to service.
- Organize training sessions focused on identified issues.
- Incorporate role-playing scenarios based on guest experiences.
- Provide ongoing support and resources for staff improvement.
- Monitor staff performance post-training for effectiveness.
- Collect reviews from various platforms.
- Categorize feedback into themes (e.g., cleanliness, service).
- Identify positive and negative trends over time.
- Share findings with management for strategic planning.
- Adjust operations based on trends identified.
- Identify guests who left feedback.
- Send personalized responses to each guest.
- Detail any changes made based on their feedback.
- Express gratitude for their input and support.
- Encourage them to return and experience improvements.
- Review guest profiles for preferences and feedback.
- Develop tailored offers or packages that align with their interests.
- Send these personalized offers via email.
- Highlight any exclusive benefits or discounts.
- Track redemption rates to assess effectiveness.
- Create a centralized log for all guest complaints.
- Document details of each complaint and resolution process.
- Regularly review the log for recurring issues.
- Share insights with management for strategic improvements.
- Ensure confidentiality of guest information is maintained.
- Identify any outstanding complaints from the stay.
- Contact affected guests to provide updates.
- Apologize for any inconvenience caused.
- Outline steps taken to resolve the issue.
- Document the follow-up for future reference.
- Collect positive reviews and testimonials.
- Schedule regular meetings to share successes.
- Highlight individual team members mentioned in feedback.
- Encourage team recognition programs.
- Foster a culture of appreciation and celebration.
- Monitor social media mentions of the hotel.
- Respond promptly to guest posts and comments.
- Post gratitude messages for guests who tag the hotel.
- Encourage guests to share photos and experiences.
- Create a hashtag for guests to use.
- Set up alerts for new reviews on major platforms.
- Respond to reviews within 24-48 hours.
- Thank guests for positive reviews and address concerns in negative ones.
- Keep responses professional and empathetic.
- Document responses for future reference.
- Collect data on follow-up actions and guest responses.
- Assess the impact of follow-up strategies on guest satisfaction.
- Identify areas needing adjustment or improvement.
- Implement changes based on evaluation findings.
- Continuously refine follow-up processes.
- Analyze guest feedback for loyalty program interest.
- Design tiered incentives based on guest preferences.
- Promote the loyalty program through email and social media.
- Track participation and satisfaction with the program.
- Adjust the program based on guest engagement.
VI. Administrative Tasks
- Document every transaction in the property management system.
- Log guest interactions in the guest history file.
- Ensure records are updated in real-time during interactions.
- Back up records regularly to prevent data loss.
- Schedule audits at regular intervals, ideally monthly.
- Review financial transactions and guest records for accuracy.
- Assess compliance with standard operating procedures.
- Document findings and implement necessary improvements.
- Identify changes in procedures and create training materials.
- Schedule training sessions for all front office staff.
- Use role-playing and simulations for effective learning.
- Gather feedback post-training to assess understanding.
- Keep a detailed inventory log for all front office supplies.
- Check stock levels weekly and identify items that need reordering.
- Place orders with preferred vendors promptly.
- Ensure received supplies are inspected for quality.
- Create a weekly staff shift schedule based on occupancy.
- Ensure adequate coverage during peak times.
- Communicate schedules clearly to all staff.
- Adjust shifts as necessary for staff absences or emergencies.
- Collect daily sales and cash handling reports from staff.
- Cross-check reports against cash drawer balances.
- Identify discrepancies and investigate as needed.
- Submit reconciled reports to management at end of day.
- Collect and review guest feedback weekly.
- Categorize feedback into themes for analysis.
- Share findings in team meetings for discussion.
- Implement changes based on constructive feedback.
- Draft clear and concise internal memos.
- Distribute memos via email or bulletin board.
- Request staff acknowledgment of receipt and understanding.
- Follow up on important updates during team meetings.
- Review the manual quarterly for relevance and accuracy.
- Incorporate any new procedures or policy changes.
- Distribute updated manuals to all front office staff.
- Ensure easy access to the manual for all employees.
- Establish regular inter-departmental meetings.
- Share relevant information and updates with other departments.
- Create a contact list for quick communication.
- Encourage collaboration for special events and guest requests.
- Review health and safety regulations regularly.
- Train staff on emergency procedures and safety protocols.
- Conduct regular safety audits and drills.
- Document incidents and corrective actions taken.
- Schedule evaluations annually or bi-annually.
- Prepare evaluation forms outlining performance criteria.
- Provide constructive feedback and set goals for improvement.
- Document discussions and follow up on progress.
- Create a structured onboarding program for new hires.
- Offer ongoing training sessions on skills and customer service.
- Evaluate training effectiveness through assessments.
- Encourage staff to pursue external training opportunities.
- Draft an annual budget based on projected needs.
- Monitor actual spending against the budget monthly.
- Adjust budgets as necessary based on operational changes.
- Report budget variances to management regularly.
- Review relevant data protection regulations bi-annually.
- Train staff on data handling and privacy practices.
- Implement secure methods for storing guest information.
- Conduct audits to ensure compliance with data policies.
- Schedule regular team meetings, ideally weekly.
- Prepare an agenda that encourages open discussion.
- Document key points and action items from meetings.
- Follow up on action items in subsequent meetings.
- Collect data on occupancy rates weekly.
- Analyze trends to forecast busy periods.
- Adjust staffing levels based on occupancy predictions.
- Report findings to management for strategic planning.
- Create a list of preferred vendors for supplies and services.
- Maintain regular communication with vendors.
- Evaluate vendor performance and negotiate contracts as needed.
- Ensure timely deliveries and quality of supplies.
- Collect data on key performance metrics weekly.
- Compile reports summarizing guest statistics and financial performance.
- Present reports to management in a clear format.
- Use data to recommend operational improvements.
- Create a shared digital calendar accessible to all staff.
- Update the calendar with important dates and deadlines.
- Remind staff of upcoming events and responsibilities.
- Review the calendar regularly to ensure accuracy.
Use in Manifestly