Hotel front desk guide and checklist: Front office responsibilities

Front desk responsibilities go far beyond simply checking guests in, and include everything from managing reservations to liaising with different teams throughout the hotel to coordinate exceptional service for guests.

Let’s take a closer look at what it means to provide an effective front office in a hotel, and what’s included on a comprehensive hotel front desk checklist.

Role of a front office in a hotel

The exact role of a front office in a hotel may vary somewhat from one hotel to another, but the general front desk receptionist duties and responsibilities are largely the same despite how big or small your property may be.

That is, first and foremost, to welcome guests and check them into their rooms. This includes managing vehicle parking for the guest during their stay, and arranging for any special requests for their rooms.

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.

Yet even when there isn’t a guest standing at the desk asking questions or checking in, there are countless hotel front desk duties that will keep any receptionist busy.

This includes dealing with guest issues. 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.

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.

Receptionists will also 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 operations and responsibilities

Front desk operations 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:

Tips to improve front office operations in hotel

Improving front desk operations should always 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.

Hotel front desk checklist

With so much going on, a hotel front desk 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.

Morning schedule checklist

Evening schedule checklist

Guest arrival checklist

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

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:

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.

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.

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.

By Dean Elphick

Dean is the Senior Content Marketing Specialist of Little Hotelier, the all-in-one software solution purpose-built to make the lives of small accommodation providers easier. Dean has made writing and creating content his passion for the entirety of his professional life, which includes more than six years at Little Hotelier. Through content, Dean aims to provide education, inspiration, assistance, and, ultimately, value for small accommodation businesses looking to improve the way they run their operations (and live their life).

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