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Front Desk Operations Checklist: Guest Check-in & Service Standards

Ensure smooth guest arrivals and exceptional service with our Front Desk Operations Checklist. This template guides your team through check-in procedures, guest requests, and adherence to service standards, leading to enhanced guest satisfaction and a professionally run hotel or accommodation. Download now to streamline your front desk efficiency!

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Pre-Shift Readiness

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Ensuring the front desk is fully prepared before guest arrival.

Shift Start Time

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Cash Drawer Counted & Balanced?

Starting Cash Amount

Computer System Logged In?

Notes from Previous Shift (if any)

Phone System Tested?

Guest Check-in Procedures

2 of 7

Standardized process for efficiently and accurately registering guests.

Reservation Number

Guest First Name

Guest Last Name

Guest Type (Individual, Couple, Family)

Arrival Date

Arrival Time (Estimated)

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Room Type Confirmed

Number of Guests

Special Requests (if any)

Payment Processing & Security

3 of 7

Handling transactions securely and following financial protocols.

Transaction Amount

Payment Method

Cardholder Name

Card Number (Masked)

Security Code Verification

Authorization Code

Notes/Comments (e.g., declined transaction)

PCI Compliance Confirmation

Guest Communication & Information

4 of 7

Providing accurate information and addressing guest inquiries effectively.

Guest Name (Confirmation)

Confirmation Number

Room Type

Arrival Date

Expected Arrival Time

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Special Requests/Notes

Package/Add-ons?

Room Assignment & Key Handling

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Properly assigning rooms and maintaining key security.

Room Number Assigned

Room Type Assigned

Guest Signature on Key Registration

Key Card Type

Number of Keys Issued

Time Key Issued

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Problem Resolution & Escalation

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Addressing guest complaints and escalating issues as needed.

Describe the guest complaint in detail.

Complaint Category (e.g., Room Condition, Service Issue, Billing)

Guest Satisfaction Score (1-5, 1 being least satisfied)

Initial Resolution Attempted

Details of Initial Resolution Attempt

Escalation Required?

Notes on Escalation (if applicable)

Escalated To (Role/Department)

End-of-Shift Procedures

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Closing out the front desk accurately and preparing for the next shift.

Cash Drawer Count

Shift End Time Recorded

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Outstanding Issues Reported

Notes on Shift/Unresolved Issues

Next Shift Handover Completed

Date of Shift

Front Desk Agent Signature

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