HOTEL FRONT DESK OPERATIONS

Module 1: Getting to Know the Front Desk (Foundation)

• Understand the role and responsibilities of a front desk representative
• Master first impression techniques and professional presentation
• Navigate property management systems and understand folios
• Identify guestroom equipment and amenities
• Implement safety and security protocols

Module 2: Knowing Your Property (Knowledge Base)

• Memorize the property fact sheet and key information
• Apply property policies consistently
• Coordinate transportation and local services
• Manage lost and found procedures
• Utilize the Manager on Duty protocols

Module 3: Guest Arrival & Check-In (Core Skills)

• Execute seamless check-in procedures
• Handle various payment methods accurately
• Manage special requests and VIP services
• Process walk-ins and relocations
• Implement upselling techniques effectively

Module 4: Managing Occupancy (Operational Excellence)

• Process room changes and guest requests
• Handle charges, adjustments, and credit monitoring
• Manage guest communications and deliveries
• Issue replacement keys securely
• Maintain front desk organization

Module 5: Departure & End of Shift (Completion & Accuracy)

• Process various checkout methods
• Handle late charges and disputed items
• Complete night audit procedures
• Manage cash, bank, and deposits
• Execute end-of-shift protocols