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!
This Template was installed 5 times.
Pre-Shift Readiness
Ensuring the front desk is fully prepared before guest arrival.
Shift Start Time
Cash Drawer Counted & Balanced?
Starting Cash Amount
Computer System Logged In?
Notes from Previous Shift (if any)
Phone System Tested?
Guest Check-in Procedures
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)
Room Type Confirmed
Number of Guests
Special Requests (if any)
Payment Processing & Security
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
Providing accurate information and addressing guest inquiries effectively.
Guest Name (Confirmation)
Confirmation Number
Room Type
Arrival Date
Expected Arrival Time
Special Requests/Notes
Package/Add-ons?
Room Assignment & Key Handling
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
Problem Resolution & Escalation
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
Closing out the front desk accurately and preparing for the next shift.
Cash Drawer Count
Shift End Time Recorded
Outstanding Issues Reported
Notes on Shift/Unresolved Issues
Next Shift Handover Completed
Date of Shift
Front Desk Agent Signature
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