Hotel Front Desk Checklist

Use the Hotel Front Desk Checklist for a systematic approach to front desk operations, ensuring efficient guest services and a positive guest experience.

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Hotel Front Desk Checklist

Guest Arrival

Guest Departure

Lobby And Common Areas

Hotel Exterior And Entryways

Hotel Lobby Toilets

Morning Schedule

Evening Schedule

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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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Hotel Front Desk Checklist

Use the Hotel Front Desk Checklist for a systematic approach to front desk operations, ensuring efficient guest services and a positive guest experience.

1. Have room allocations been double-checked for the day's arrivals?

2. Are arrival packs/welcome packs ready with assigned keycards or codes?

3. Has it been confirmed with housekeeping that the room is prepared?

4. Have reservation notes been checked for any special requests?

5. Are guests welcomed with a smile and their reservation name asked for?

6. Is their reservation pulled up in the system to confirm the details of their stay (how many nights, how many guests, room type?

7. Is a photo ID and a credit card requested?

8. Does the ID match the guest, and is the credit card verified?

9. Are the IDs returned to the guests and is a damage deposit being taken on their credit cards?

10. Are guests informed about the damage deposit and that their card will be charged in the case of damage?

11. Are the rules and expectations of the hotel explained (including quiet times, and open times of any services such as the front desk, gym, and pool)?

12. Is any need-to-know information provided, such as after-hours access and breakfast details?

13. Are the key card and room instructions (such as WIFI details) provided?

14. Are guests asked if they have questions and provided with responses?

15. Have guests been asked if they have vehicles and details about parking provided (such as cost and payment)?

16. Are instructions for check-out provided to the guests?

17. Are guests wished a great stay and informed they can ask for further questions?

1. Is a list of check-outs for the day printed to know who to expect?

2. Are guests greeted with a smile as they approach the reception desk?

3. Is the name on the reservation asked for and their file pulled up in the property management system?

4. Are any outstanding accounts settled, such as room service and parking costs?

5. Are any room issues inquired about, such as maintenance needs that need fixing?

6. Are guests checked out of the system?

7. Are guests asked if they need to store bags for the day or if any other assistance is needed?

8. Is housekeeping informed that the room is vacant for cleaning?

9. Are maintenance tasks for the vacated room actioned?

10. Is it ensured that all guests have departed by check-out time, and calling rooms to check as necessary?

1. Are common areas checked for rubbish, personal items, old newspapers, or misplaced items?

2. Are any issues requiring maintenance reported immediately?

3. Are common areas unlocked/opened at the stated times?

4. Are lights, music, and/or television sets switched on?

5. Are daily information boards updated, such as weather reports and events?

6. Are daily newspapers put out?

7. Are water dispensers and tea/coffee stations checked and topped up if applicable?

8. Are plants watered if applicable?

9. Are rubbish bins emptied?

10. Are luggage carts in the correct place if applicable?

11. Are tourism brochures tidied and topped up as required?

12. At the end of the day, are lights, music, and televisions switched off?

13. Are locked areas not available to guests overnight?

1. Is signage put out and checked for cleanliness and condition(no peeling letters or dirt marks)?

2. Are all lights functioning properly?

3. Is sweeping or vacuuming done daily?

4. Are interior floors mopped daily?

5. Are fingerprints wiped from glass windows/doors?

6. Are door handles and other high-touch areas sanitized?

7. Are plants watered and checked?

8. Are fire and emergency exits clearly marked?

1. Is cleaning of toilets done at least once per day?

2. Is the toilet paper supply checked?

3. Are sinks and benches wiped down?

4. Are soap and paper towel dispensers topped up as required?

5. Is sweeping and mopping of floors done daily?

6. Are all lights fully functional?

7. Are automated hand dryers, soap dispensers, etc. fully functional?

8. Are mirrors cleaned with a glass cleaner?

9. Are rubbish bins emptied?

10. Are door handles and other high-touch areas sanitized?

1. Are laptops/computers switched on and signed into all front desk systems?

2. Is the guest-facing desk set up with brochures, maps, discount cards, etc.?

3. Have the countertops been wiped down?

4. Has the cash been moved from the safe?

5. Has the cash register been counted and signed off on the float?

6. Is the lobby music switched on?

7. Have the front doors been unlocked?

8. Have phones been switched from after-hours to normal calling?

9. Have all new emails been answered?

10. Have new reservation requests been entered?

11. Has room availability for walk-ins been checked?

12. Have wake-up and reminder calls been made as required?

13. Are common areas tidy?

14. Has the daily newspaper been distributed in reception?

15. Have all guests checked out by their checkout time?

16. Have housekeeping teams been liaised with for prioritizing rooms for cleaning and dealing with any special requests for the day?

17. Have guests checked out and accounts charged as required?

18. Have any notes left by the night shift been reviewed?

19. Have arrival packs for the evening shift been prepared, including making keycards?

20. Have arrivals for the day been reviewed to check for any special requests or VIPs?