Hotel Front Desk Checklist: Shift Opening, Check-In, Check-Out and Handover
A hotel front desk checklist should protect the guest journey across the full shift, not just remind agents to smile. The desk controls arrivals, payments, room readiness, complaints, wake-up calls, billing, check-out and handover. This guide is adapted from the LuxOps Front Office Playbook and gives front desk agents and supervisors a practical shift checklist for daily use.
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Front desk checklist: what the shift must control
This extract is adapted from the check-in, check-out and communication chapters. It turns front desk work into a shift control system.
Opening
Review arrivals, departures, VIPs, room status, open complaints and billing issues.
Check-in
Confirm stay, ID, requests, payment or pre-authorisation, keys and PMS update.
Check-out
Verify folio, process payment, close invoice and notify housekeeping.
Handover
Log pending requests, complaints, room moves, billing issues and unusual decisions.
Shift Opening Checklist
A front desk shift starts before the first guest arrives. The agent needs to know the business of the day: occupancy, arrivals, departures, VIPs, room status, open complaints and any operational risk carried over from the previous shift.
Review arrivals and departures
Check all arrivals in the PMS, expected arrival times, VIPs, special occasions, room preferences, early arrivals and special requests. Review departures, balances, late check-out requests and high-priority rooms for housekeeping.
Check room readiness
Separate rooms in Clean status from rooms in Inspected status. A Clean room is not ready for assignment. Front desk should only assign rooms released by housekeeping as Inspected.
Read the handover log
Review open complaints, pending guest requests, billing issues, room moves, maintenance flags, VIP notes and any decision that deviated from standard procedure.
Arrival and Check-In Checklist
Check-in is the first operational test of the stay. A good checklist keeps the interaction warm while making sure identity, payment, room status and PMS updates are handled correctly.
Guest welcome
Stand up where appropriate, make eye contact, smile and use the guest name two to three times during the interaction. Confirm the reservation, dates, room type, rate and number of guests.
Registration and payment
Verify ID, present the registration card or digital equivalent, confirm contact details, review requests, process pre-authorisation or payment and issue the correct number of keys.
Room not ready
Store luggage, offer a waiting option, give a realistic time, collect a contact number and call the guest before they need to chase. Do not assign the room until housekeeping releases it as Inspected.
Check-Out and Billing Checklist
Check-out closes the stay and protects revenue. The agent should verify the folio before taking payment, then close the invoice cleanly and notify housekeeping immediately after departure.
Invoice review
Verify room charges, F&B, minibar, spa or other services, deposits, prepayments, adjustments and taxes. Present the invoice clearly and give the guest time to review it before payment.
Billing dispute
Listen, review documentation, explain clearly, escalate if the adjustment exceeds agent authority and document the outcome in the guest profile and handover log.
Communication, Recovery and Handover
The front desk is the communication center of the property. The checklist should cover calls, transfers, wake-up calls, guest recovery and written handover.
Telephone and wake-up calls
Answer within three rings, ask permission before hold, never transfer a complaint without context, repeat wake-up call times back to the guest and add manual backup for critical departures.
Guest recovery
Use LEARN: Listen, Empathise, Apologise, Resolve, Notify. Give a specific timeline and keep active complaints in every handover until closed.
Shift handover
Pass on occupancy, arrivals, departures, VIPs, open complaints, pending requests, room moves, blocked rooms, high balances, late check-outs, maintenance issues and unusual decisions.
A front desk checklist is not admin. It is how the desk protects first impression, last impression, revenue, guest recovery and continuity between shifts.
Frequently Asked Questions
What should be included in a hotel front desk checklist?
A hotel front desk checklist should include shift opening, arrivals, room readiness, check-in, payment, room not ready handling, check-out, billing disputes, guest recovery, telephone standards, wake-up calls and shift handover.
What should be in a front desk handover?
A complete handover includes occupancy, arrivals, departures, VIPs, open complaints, pending requests, room moves, blocked rooms, billing issues, late check-outs and maintenance flags.