FRONT DESK OPERATIONS CHECKLIST: GUEST CHECK-IN & SERVICE STANDARDS

Created by ChecklistGuro (https://checklistguro.com)


--- PRE-SHIFT READINESS ---
[ ] Shift Start Time
[ ] Cash Drawer Counted & Balanced? (Yes, No)
[ ] Starting Cash Amount
[ ] Computer System Logged In? (Yes, No)
[ ] Notes from Previous Shift (if any)
[ ] Phone System Tested? (Yes, No)

--- GUEST CHECK-IN PROCEDURES ---
[ ] Reservation Number
[ ] Guest First Name
[ ] Guest Last Name
[ ] Guest Type (Individual, Couple, Family) (Individual, Couple, Family)
[ ] Arrival Date
[ ] Arrival Time (Estimated)
[ ] Room Type Confirmed (Standard, Deluxe, Suite)
[ ] Number of Guests
[ ] Special Requests (if any)

--- PAYMENT PROCESSING & SECURITY ---
[ ] Transaction Amount
[ ] Payment Method (Credit Card, Debit Card, Cash, Mobile Payment)
[ ] Cardholder Name
[ ] Card Number (Masked)
[ ] Security Code Verification (Verified, Not Verified, Not Applicable)
[ ] Authorization Code
[ ] Notes/Comments (e.g., declined transaction)
[ ] PCI Compliance Confirmation (Yes, No)

--- GUEST COMMUNICATION & INFORMATION ---
[ ] Guest Name (Confirmation)
[ ] Confirmation Number
[ ] Room Type (Single, Double, Suite, Accessible)
[ ] Arrival Date
[ ] Expected Arrival Time
[ ] Special Requests/Notes
[ ] Package/Add-ons? (No, Breakfast Package, Spa Treatment, Airport Transfer)

--- ROOM ASSIGNMENT & KEY HANDLING ---
[ ] Room Number Assigned
[ ] Room Type Assigned (Standard, Deluxe, Suite, Accessible)
[ ] Guest Signature on Key Registration
[ ] Key Card Type (Standard, Encoded, Temporary)
[ ] Number of Keys Issued
[ ] Time Key Issued

--- PROBLEM RESOLUTION & ESCALATION ---
[ ] Describe the guest complaint in detail.
[ ] Complaint Category (e.g., Room Condition, Service Issue, Billing) (Room Condition, Service Issue, Billing, Noise Complaint, Other)
[ ] Guest Satisfaction Score (1-5, 1 being least satisfied)
[ ] Initial Resolution Attempted (Verbal Apology, Room Adjustment, Service Adjustment, Discount Offered, None)
[ ] Details of Initial Resolution Attempt
[ ] Escalation Required? (Yes, No)
[ ] Notes on Escalation (if applicable)
[ ] Escalated To (Role/Department) (Manager On Duty, Front Office Manager, Maintenance, Other)

--- END-OF-SHIFT PROCEDURES ---
[ ] Cash Drawer Count
[ ] Shift End Time Recorded
[ ] Outstanding Issues Reported (Maintenance Request, Guest Complaint, System Error, None)
[ ] Notes on Shift/Unresolved Issues
[ ] Next Shift Handover Completed (Yes, No)
[ ] Date of Shift
[ ] Front Desk Agent Signature

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