Hotel front desk: Duties, responsibilities, and checklist

What is the hotel front desk?

A hotel front desk is a service counter and reception area staffed by hotel personnel that assists guests with check-in, check-out, enquiries and other services during their stay. 

In this guide we’ll take a closer look at hotel front desks: what they’re responsible for, how to enhance yours, and the difference a smart, purpose-built front desk system like Little Hotelier can make.

Why are hotel front desk jobs important?

First impressions count, and the front desk of your hotel is where your guests will get theirs.  If you want every stay to get off on the right foot, you need to make sure that first impression is a good one.

Hotel front desk jobs are important beyond check-in too:

• Guest interaction: Having set the tone for the guest’s experience, front desk staff can use the rapport they’ve built to ensure every stay is special and memorable.
• Resolving problems: The front desk handles guest issues and complaints to ensure a smooth and enjoyable stay.
• Operational efficiency: The front desk coordinates with other departments, like housekeeping and maintenance, to meet guest needs.
• Revenue generation: Front desk staff can be salespeople too, upgrading, cross-selling and suggesting other services that drive hotel income.

What is the main job description of a hotel front desk representative?

A number of different hospitality professionals can work in the department, so hotel front desk job descriptions change from role to role. A hotel front desk receptionist job description will be different to that of a concierge, for example.

Generally speaking, front office duties and responsibilities include check-in and check-out, managing bookings and working with other departments to meet guest needs – but more on that later.

How your hotel front desk can boost guest satisfaction

Hotel front desk responsibilities go far beyond simply checking guests in and out. The front desk acts as the face of the hotel and is responsible for handling many critical touchpoints in the guest experience.

The first and last interactions in particular have an outsized effect on how that guest perceives your hotel. A friendly face at check-in can set the guest up for a fantastic stay, while a nice conversation at check-out can encourage a guest to leave the sort of glowing review that can send plenty more guests your way.

How exactly can your front desk boost guest satisfaction? Here are a few tips.

Check-in and check-out processes

First and foremost the front desk is in charge of checking guests in and out of their rooms. This includes managing vehicle parking for the guest during their stay, and arranging for any special requests for their rooms. 

Check-in delays or confusion can frustrate guests and get their stay off on the wrong foot. But by implementing proven processes and quality technology like automated check-in and self-service kiosks, you can ensure that guests are never held up.

Clear communication is critical during check-in. Guests should be given all the information they need, including Wi-Fi login details, hotel amenities, breakfast times and more.

It’s also important for any receptionist to be able to assist with guest questions about the local area. This can include anything from suggestions for places to go for dinner, to the nearest supermarket and pharmacy, to directions and information about local events and attractions. 

The front desk must also manage and prepare for upcoming bookings. They might have emails and requests from potential future guests who are asking about anything from availability to amenities, so it’s important to stay on top of these communications as efficiently and effectively as possible.

Handling guest complaints

The front desk is tasked with solving guest issues, which often involves collaborating with other departments or outside contractors. 

For example, if a guest is having trouble with their TV or has reported that there’s a leak in the bathroom, the front desk must liaise with maintenance in order to fix the issues as soon as possible. Or, a guest might request a room change, which takes a lot of organisation to manage seamlessly. 

Issues should be resolved quickly and empathetically, as this can turn a negative experience into a positive one. This can require training on the more human aspects of the role, such as active listening, critical thinking, problem solving and emotional intelligence. And after an issue is dealt with, the front desk should always follow up with the guest.

Personalised service

By personalising the front desk experience for every guest, you can dramatically improve their perception of your hotel.

This can be as simple as addressing the guest by name, but deeper and more meaningful examples include remembering guest preferences from previous stays, offering room upgrades for special occasions, and giving personalised local recommendations based on the guest’s interests.

Front desk staff should be diligent in adding notes to the hotel’s CRM or guest management system regarding the preferences and interests of each guest.

Room readiness and coordination with housekeeping

A simple yet effective way to boost guest satisfaction is to say yes to early check-ins and late check-outs whenever possible, and to accept special housekeeping requests (like cleaning with hypoallergenic chemicals).

Receptionists will need to liaise with housekeeping to ensure rooms are ready on time – or if a guest wishes to check in early, to determine how quickly the room can be ready. A good receptionist can also make a housekeeper’s task easier by informing them when a guest checks out early, allowing housekeeping to make a headstart on their room list for the day before the standard check out time. 

It’s also often the responsibility of a receptionist to keep the lobby area clean and tidy, with up-to-date newspapers, tourism brochures, and coffee stations.

Front desk duties and responsibilities

Front desk and hotel receptionist duties and responsibilities are so much more nuanced and diverse than an outsider would ever think. That’s why having a hotel front office checklist is essentially the only way to manage the vast array of tasks every day, week, month, and year. 

Here are the key front office responsibilities in a hotel: 

• Checking guests in and out, including taking deposits, and directing guests on parking options
• Liaising with housekeeping teams to check if rooms are ready, and managing additional drop offs of items such as extra towels as required
• Liaising with maintenance staff to deal with issues within rooms and common areas as they arise
• Managing the booking system for future reservations
• Communicating with potential and future guests about upcoming reservations 
• Creating key cards and check-in info packs in advance
• Staying on top of current local events to better serve guests
• Learning about local attractions and amenities, including supermarkets, restaurants, bars, and public spaces, to better serve guests 
• Managing any public areas such as pools, lobbies, and gyms
• Dealing with guest complaints and inquiries 
• Providing baggage storage services for guests checking in and out 
• Keeping the lobby and entrance areas clean and tidy

Hotel front desk checklist

With so much going on, a hotel front desk receptionist checklist is the best way to make it through the day without forgetting or neglecting any tasks. 

It’s important to remember that a hotel front desk daily checklist is not a static list. It can – and should – be updated regularly. Some tasks may prove not to be necessary every day, at which point they can be moved to a weekly or monthly checklist instead. 

As a manager or owner, you might prefer the simplicity of a single daily checklist. 

Experimenting with different styles of checklists can help you to find the right balance for your hotel, teams, and services, so don’t be afraid to take a standard hotel front desk checklist template and adjust it to your needs. This includes moving tasks from the evening checklist to the morning one, and vice versa, to create the workflow that best suits your hotel’s needs and systems. 

Hotel front office checklist

Looking for a hotel front desk checklist template to get you started? Here are some of the standard hotel checklists and what they typically entail. 

1. Morning schedule checklist 

• Switch on laptops/computers and sign into all front desk systems
• Set up the guest-facing desk (with brochures, maps, discount cards etc)
• Wipe down the countertops
• Move cash from the safe
• Count the cash register and sign off on the float 
• Switch on lobby music 
• Unlock front doors 
• Switch phones from after-hours to normal calling 
• Answer all new emails 
• Enter new reservation requests 
• Check room availability for walk-ins
• Make any wake-up and reminder calls as required 
• Check that common areas are tidy 
• Distribute daily newspaper in reception
• Ensure guests have checked out by their check out time
• Liaise with housekeeping teams for prioritising rooms for cleaning and dealing with any special requests for the day 
• Check out guests and charge accounts as required
• Review any notes left by the night shift
• Prepare arrival packs for the evening shift (including making keycards) 
• Review arrivals for the day to check for any special requests or VIPs 
• Confirm with housekeeping that all rooms are ready for check in 

2. Evening schedule checklist 

• Count float 
• Check room availability for walk-ins
• Add any unfinished tasks from the day shift to the evening checklist 
• Double check that arrival packs are ready for guests due to check in 
• Manage any new reservation requests
• Answer all emails 
• Print status list of rooms (in case of emergency overnight so you know who is in house)
• Prepare instructions for overnight/late check ins
• Sign out of systems and shut down computers for the night 
• Tidy up the reception desk and area 
• Switch off lobby music
• Lock the front door and common areas that are closed overnight
• Switch phones over to the answering machine 
• Balance the till and close the accounts for the day
• Move the float and till into the safe for the night 
• Leave notes for the next morning shift as required (things to follow up on, important tasks etc) 

3. Guest arrival checklist 

Note that this checklist can vary greatly depending on your hotel check-in processes and software. 

• Double check all room allocations have been made for the day’s arrivals
• Double check each arrival pack/welcome pack is ready with assigned keycards or codes 
• Check with housekeeping that the room is prepared
• Check reservation notes for any special requests 
• Welcome guests with a smile and ask for their reservation name 
• Pull up their reservation in your system and confirm the details of their stay (how many nights, how many guests, room type) 
• Request photo ID and a credit card 
• Check ID belongs to the guest and that credit card matches 
• Return the ID and take a damage deposit on the credit card 
• Ensure guest understands the damage deposit and that their card will be charged in the case of damage
• Go over the rules and expectations of the hotel (including quiet times, open times of any services such as the front desk, gym, pool)
• Explain any need-to-know information such as how to get in after hours, the time and place for hotel breakfast 
• Supply key card and instructions for the room (such as where they can find WiFi codes) 
• Ask if they have any questions and provide responses 
• Ask if they have a vehicle and provide details about parking during their stay, including cost if applicable, options for payment
• Provide guest with instructions for check out 
• Wish guest/s a great stay, and let them know what to do if they have any further questions 

4. Guest departure checklist 

In many cases, a guest will simply leave the room and leave any key cards within the room. For hotels where guests must check out at the front desk, this departure checklist covers most scenarios: 

• Print a list of check outs for the day so you know who to expect 
• Greet the guest with a smile as they approach the reception desk
• Ask for the name on their reservation and pull up their file in your property management system 
• Settle any outstanding accounts, such as room service and parking costs 
• Ask if there were any issues with the room you need to know about, such as maintenance that needs fixing
• Check them out of the system 
• Ask if they need to store bags for the day, or if there is anything else you can help with before they go, such as directions 
• Inform housekeeping that the room is vacant and ready for cleaning 
• Action any maintenance tasks for the vacated room 
• Ensure that all guests have departed by check out time, calling rooms to check as necessary 

5. Lobby and common areas checklist

Different hotels offer different common areas, so your exact checklists will vary depending on the amenities and features of these areas. However, you can use this lobby and common areas checklist as a daily guide. 

• Check the common areas for rubbish, personal items, old newspapers, or items that are out of place 
• Report any issues requiring fixes to maintenance immediately 
• Unlock/open all common areas at the stated times 
• Switch on all lights, music, and/or television sets 
• Update any daily information boards, such as weather reports and events 
• Put out daily newspapers 
• Check and top up water dispensers and tea and coffee station if applicable 
• Water plants if applicable 
• Empty rubbish bins 
• Check that luggage carts are in the correct places, if applicable 
• Tidy and top up tourism brochures as required 
• At the end of the day, turn off lights, music, televisions
• Lock areas not available to guests overnight 

6. Hotel exterior and entryways checklist

The exterior of a hotel and its entryways must always be kept clean and look inviting for guests. Often, they have travelled a long way and look forward to seeing a bright and clean hotel waiting for them, and this first impression of the property will play a role in their overall experience. 

Using a checklist can help to ensure basic duties are carried out either daily or weekly to keep the exterior and entryways in perfect condition. 

• Put out signage, quickly checking that it is clean and in good condition (no peeling letters or dirt marks) 
• Check that all lights are working properly
• Sweep or vacuum floors daily 
• Mop interior floors daily 
• Wipe down fingerprints from glass windows/doors 
• Sanitise door handles and other high-touch areas 
• Water and check on any plants 
• Ensure fire and emergency exits are clearly marked 

7. Hotel lobby toilets checklist

Hotel lobby toilets are some of the most often used common areas in a hotel. Many guests will require the facilities as soon as they arrive, or while they’re waiting for other guests to get ready to go. 

It’s important for staff to be attentive to these areas to maintain the clean, high standards of the hotel. 

• Clean the toilets at least once per day 
• Check toilet paper supply
• Wipe down sinks and benches
• Top up soap and paper towel dispensers as required 
• Sweep and mop floors daily 
• Check all lights are fully functional 
• Check any automated hand dryers, soap dispensers etc are fully functional 
• Use a glass cleaner on mirrors 
• Empty rubbish bins 
• Sanitise door handles and other high-touch areas

Ease of use and good booking engine integration was paramount for us. Revenue has increased, up to 20% since using Little Hotelier.

Craig Fisher,

Company Manager

Sun Worship Eco Villas

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How to improve your hotel front desk operations

Improving front desk operations should be an ongoing goal for any receptionist staff. With so many duties and responsibilities, there are many ways to work on improving front desk operations, some of which you will be able to implement immediately, and others that will require slow and steady improvements over time. 

Training

• Fully train your front desk staff, including ongoing professional development. Use both in-person training sessions and online front desk courses to improve customer service.
• Keep staff up to date with changes. Ensure staff are aware of any ongoing issues, and make sure staff know they can ask questions and make suggestions at any time with open lines of communication.
• Train staff to prioritise the guest in front of them, and ensure all staff know which tasks are the most important and in what order they should be completed for the most effective service. 
• Take the time to regularly research and explore your local area, and train staff on what you find.
• Attend hotel and hospitality conferences, and take note of services offered at competitor hotels to see what you could improve.

Feedback

• Work to understand the wants, needs, and pain points of your hotel guests so that you can better serve them.
• Take note of any guest feedback, good and bad, in person and online, to make improvements across the board.
• Staff are a valuable resource, so be sure to ask them if they have any suggestions for improved service. They may have worked elsewhere and done things a different way that might work better for you as well. 

Processes

• Set up standard workflows for all front desk responsibilities, and ensure all staff know where to find them. This should include steps for everything from room selection and key card assignments, to guest greetings and the check-in process.
• Create daily checklists that staff must tick off as they work through it to ensure all tasks are completed every day. Leave a space for notes on each page to help with handovers for the next shift.
• Every hotelier knows Friday nights and Sunday mornings are the busiest times of the week, and major holidays will add extra pressure to all of your teams. Prepare staff schedules by looking at guest check in/out numbers and historic trends for that time of year to ensure you have the right number of people working to efficiently manage guests and issues. 

Technology

• Streamline front desk operations by implementing dedicated hotel software and technology, like a property management system (PMS) with a dedicated front desk feature. 
• Use automations to save time and minimise human error, such as a channel manager that can automatically update availability across all your OTA listings as soon as a new booking comes in.

But what exactly does the best front desk tech look like? The answer for thousands of independent hoteliers across the globe is Little Hotelier.