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Front Desk Checklist

The document outlines the responsibilities of the General Shift Receptionist (GSR) and Night Auditor when coming on and going off their shifts. Key responsibilities include accounting for all room keys, cash, and important keys; reviewing logs and forms to address any outstanding issues; communicating key information such as guest requests, complaints, or messages; ensuring front office devices and supplies are working properly; collecting payments; and responding to emails promptly. Proper cash handling procedures like sealing collected payments in envelopes are also emphasized.

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Addis A.
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2K views

Front Desk Checklist

The document outlines the responsibilities of the General Shift Receptionist (GSR) and Night Auditor when coming on and going off their shifts. Key responsibilities include accounting for all room keys, cash, and important keys; reviewing logs and forms to address any outstanding issues; communicating key information such as guest requests, complaints, or messages; ensuring front office devices and supplies are working properly; collecting payments; and responding to emails promptly. Proper cash handling procedures like sealing collected payments in envelopes are also emphasized.

Uploaded by

Addis A.
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Before the previous GSR leaves:

1) Make sure that all room keys are accounted for (the keys on the rack, the keys Housekeeping has, and the
keys with guests should always total 22)
2) Make sure that all Meeting Room keys, Luggage storage keys, Generator keys, Elevator Keys, and all other
important keys are where they need to be.

3) Make sure to cash collected from the last shift has been dropped and written on the Cash Collections or
POS Charge folder. Also make sure to receive petty cash accordingly.

4) Make sure to read the Log Book with the outgoing GSR to ensure that the message is clearly understood. If
there is a note for management, make sure it is delivered on time. Sign the Log written on the last shift to
confirm that you have read and understood. I

5) Make sure to review the Maintenance Follow-up form and ensure that all issues have been handled. If there
are issues that have not yet been handled, make sure that you know the status and that you communicate with
the right person to know when it will be done.
6) Communicate about number of check-ins, number of check-outs, any shuttle service we are expecting, any
guest complaints, etc. Communicate any problems that might have occurred that you need to handle during
your shift or if any guest has any complaints.
7) Communicate if there is any message that you need to pass to a guest.
After the previous GSR leaves:

5) The POS machine (Visa card machine) should be reset before we start work on every shift. It should be
reset every hour afterwards. This needs to be done so guests will not wait each time they try to pay.

6) Make sure all front office devices (PC, copy machine, phone, Internet....) are working properly. For the
phone, make sure the Ring volume is up but not too loud. If any of these devices are not working, it is your
responsibility to contact the appropriate professional and to make sure that you follow-up until the
issue is fixed.

7) Make sure that business cards are always available at the Front Desk.
8) Make sure that Guest Registration Forms are ready. You are responsible that asterics (*) are marked on the
items the guests need to fill out and to make sure all of the (*) items are filled out by the guest. All other info
should be filled out by you, signed, and dated properly. THIS IS ABSOLUTELY IMPORTANT. WE NEED TO
COLLECT EVERY INFORMATION FROM THE GUEST.

9) Make sure that all necessary items like paper, pen, staples, etc. are available. NOT ONLY IS THIS
IMPORTANT FOR OUR OPERATION, BUT IS ALSO VERY IMPORTANT IN CASE GUESTS NEED TO USE
SOME OF THESE ITEMS.

****10) Collected Payments need to be sealed in an envelope after the end of each shift. At the back of
the envelope, GSR needs to sign, date, and state which shift amount is collected from (1st, 2nd, or 3rd).
Inside the envelope, there needs to be a piece of paper listing the collection (who paid, amount, etc.).
11) Checked In guests need to be called within 10 minutes of check in. The GSR should ask if
everything is ok? If the guest is happy with the room? The GSR should tell guest to dial “0” if there is
anything the guest needs.
12) GSR needs to check Log to confirm that all expected guest requests have been taken care of before
the guests’ arrival. For example, if a guest is checking in during your shift, it is your responsibility to
make sure he/she gets a shuttle on time! Or if a guest had requested flower decoration, it is your
responsibility to make sure this is done ahead of time. ALWAYS CHECK THE LOGS 5 TO 6 DAYS IN
ADVANCE TO PREPARE FOR THE GUESTS ARRIVAL.
13) No Show- Overnight GSR needs to report every morning.

14) Correct Rate- Overnight GSR needs to make sure that we have charged the correct amount

15) Ensure that the email is refreshed every 10 minutes. It is your responsibility to make sure that the
email is on the Inbox folder (not Trash or Sent folder). All emails need to be responded within 20
minutes (MAXIMUM) of receipt.

Night Auditor’s Responsibilities

Before the 2nd shift leaves:


1) Make sure that all room keys are accounted for (the keys on the rack, the keys Housekeeping has, and the
keys with guests should always total 22)
2) Make sure that all Meeting Room keys, Luggage storage keys, Generator keys, Elevator Keys, and all other
important keys are where they need to be.

3) Make sure to cash collected from the last shift has been dropped and written on the Cash Collections or
POS Charge folder. Also make sure to receive petty cash accordingly.

4) Make sure to read the Log Book with the outgoing GSR to ensure that the message is clearly understood. If
there is a note for management, make sure it is delivered on time. Sign the Log written on the last shift to
confirm that you have read and understood. I

5) Make sure to review the Maintenance Follow-up form and ensure that all issues have been handled. If there
are issues that have not yet been handled, make sure that you know the status and that you communicate with
the right person to know when it will be done.
6) Communicate about number of check-ins, number of check-outs, any shuttle service we are expecting, any
guest complaints, etc. Communicate any problems that might have occurred that you need to handle during
your shift or if any guest has any complaints.
7) Communicate if there is any message that you need to pass to a guest.

After the 2nd shift leaves:

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