Service
Hotel Front Desk Standards Checklist
- Who checks
- Front office manager or hotel manager
- When
- Weekly and when coaching new front desk agents; spot checks during peak arrival and departure hours
- Time
- ~40 min · 32 items
| Location | Date and time | Inspector | Signature |
The front desk is both the first and the last impression a guest gets, and it is where the hotel takes the money. Mistakes here are expensive: a room number said out loud in front of strangers, an incorrect folio, a lost late check-out request, a cash shortage at shift change.
The manager runs the audit by watching the agent at real work: 2–3 check-ins, 2–3 check-outs, a few phone calls, plus a cash count and a review of the shift log. Mark only what you have seen yourself. Issues with payments and security are dealt with the same day; service items are covered at the next team briefing.
Desk and workstation
-
1
The desk is free of personal items, food, staff phones and paper clutter Look at the desk from the guest side: only equipment, brochures, a pen and business cards are visible.☐ Yes☐ No
-
2
The PMS screen and guest documents cannot be seen from the guest area Stand where the guest stands: the monitor faces away from guests, passports and registration cards are not left open.☐ Yes☐ No
-
3
Shift supplies are ready: key cards, registration cards, forms Enough blank key cards and forms for the shift; the key encoder works.☐ Yes☐ No
-
4
The agent is in uniform with a name badge and groomed to hotel standards Uniform clean and pressed, name badge clearly visible.☐ Yes☐ No
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5
Information on the desk and display boards is up to date Exchange rates, check-out time, restaurant and spa hours on the signs match current conditions.☐ Yes☐ No
Greeting and check-in
-
6
The guest is greeted within 10 seconds of approaching the desk Eye contact, a smile, a greeting. If the agent is on a call or with another guest, a nod and "Just one moment, please."☐ Yes☐ No
-
7
The agent uses the guest's name once it is known The name is used at least twice during check-in.☐ Yes☐ No
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8
The guest's ID is checked and registered as required by local law ID matched to the guest and the reservation, details entered in the PMS and on the registration card, card signed by the guest.☐ Yes☐ No
-
9
Stay details are confirmed: dates, room type, meal plan, rate The agent confirms dates and room category out loud, says whether breakfast is included and states the total amount.☐ Yes☐ No
-
10
Payment or deposit is taken per hotel policy, receipt or confirmation provided The amount in the PMS matches the payment; the card pre-authorization is processed correctly.☐ Yes☐ No
-
11
The room number is not said out loud in front of others The number is written on the key card envelope or shown to the guest; said out loud only if no one else is nearby.☐ Yes☐ No
-
12
The guest is told breakfast time and location, the Wi-Fi password and the way to the elevators The essentials are covered during check-in, without a long monologue.☐ Yes☐ No
-
13
Add-on services or an upgrade are offered where appropriate Upsell in one sentence, no pressure: late check-out, a room with a view, airport transfer.☐ Yes☐ No
-
14
Check-in time is within the hotel standard Time it from the guest's arrival at the desk to handing over the key. Benchmark for a guest with a reservation: 3–5 minutes.☐ Yes☐ No
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15
If the room is not ready, the guest is offered a solution and an estimated time Luggage storage, a drink in the lobby, a call or message when the room is ready.☐ Yes☐ No
Phone and guest requests
-
16
Calls are answered by the third ring Call the front desk from an outside or internal line and time it.☐ Yes☐ No
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17
Phone greeting follows the standard: hotel name, agent's name, offer of help Compare with the approved greeting script.☐ Yes☐ No
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18
Guest requests are logged in the log book or request system with time and owner Pick 3 requests from the shift and check each one is marked as completed.☐ Yes☐ No
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19
Wake-up calls are entered in the system and made on time Compare today's wake-up call list with the completion marks.☐ Yes☐ No
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20
Information about in-house guests is not disclosed to third parties When asked "Put me through to Mr. Smith," the agent does not confirm whether the guest is staying but transfers the call or offers to take a message.☐ Yes☐ No
Check-out and billing
-
21
Before check-out the guest is shown the folio and invited to review it Printed or on screen; the agent mentions minibar and extra service charges.☐ Yes☐ No
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22
Minibar consumption and extra services are posted before check-out, not after Compare the folio with housekeeping notes; no post-departure charges to the card.☐ Yes☐ No
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23
The deposit is refunded or the pre-authorization release is initiated on the day of departure Check 2–3 of yesterday's departures in the PMS. Refund timing depends on the bank, and the agent tells the guest what to expect.☐ Yes☐ No
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24
Key cards are collected or deactivated The guest's card no longer opens the room after check-out; test on one room.☐ Yes☐ No
-
25
The guest is asked about their stay and thanked for choosing the hotel A short "How was your stay?"; comments are written down and passed to the department concerned.☐ Yes☐ No
-
26
The guest is offered luggage storage and a taxi or transfer At least one of these is offered before the guest asks.☐ Yes☐ No
Cash and shift handover
-
27
Cash float at the start of the audit Count the cash together with the agent and record the amount.
-
28
Cash in the drawer matches the PMS report Zero variance; any discrepancy is documented in a report and explained.☐ Yes☐ No
-
29
Stored luggage is tagged and recorded in the log Numbered tags, stub given to the guest, number of pieces matches the log.☐ Yes☐ No
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30
The shift log is complete: VIP arrivals, open requests, issues The latest entry is from the current or previous shift and signed by the incoming agent.☐ Yes☐ No
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31
Today's arrivals report has been reviewed and special requests passed to departments Cribs, transfers, early check-ins from reservation notes are reflected in requests to housekeeping and other departments.☐ Yes☐ No
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32
Non-guaranteed reservations and no-shows are handled per hotel policy Last night's unarrived reservations are closed and penalties charged according to the rate terms.☐ Yes☐ No
This template is a starting point. Check the limits and wording against your local regulations, your company standards and the equipment manufacturers' instructions.
jeCheck · https://jecheck.io/en/templates/hotel-front-desk
Common violations
- Saying the room number out loud with a queue at the desk. Anyone in the lobby learns where the guest is staying, which is a real risk for a woman traveling alone or a guest with valuables.
- Charging the minibar to the card after check-out. The guest sees an unexpected charge and disputes it with the bank; the hotel loses both the money and the review.
- Special requests from the reservation never reach the departments. A guest with a child walks into a room without the crib they booked.
- Shift handover without a cash count. If a shortage shows up a day later, there is no way to tell which shift caused it.
- Confirming over the phone that a guest is staying at the hotel. This breaches guest privacy and puts the guest's safety at risk.
Frequently asked questions
A full audit once a week, rotating shifts, including nights. A quick cash count and shift log check at every shift change.
Not to everyone, only when it makes sense: higher-category rooms are available, the guest is with family or on a long stay. A pushy offer does more harm than a missed sale.
Write up a discrepancy report signed by the agent and the auditor and re-check the shift's transactions in the PMS. If the cause is not found, follow the hotel's internal policy on cash accountability.
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