Front Desk
AM Shift
Training Section
(INSERT HOTEL NAME HERE)
Front Desk – AM Training Schedule
Trainee Name_______________
Begin Date___________
AM Shift Training Agenda (2 DAYS)
Completion
Date
Use Front Desk Computer
TASK 1
Organize the Desk and prepare for Check-Ins
TASK 2
Prepare and use an Arrivals List
TASK 3
Block and Unblock Rooms
TASK 4
Set-up Pre-Registrations
TASK 5
Get Authorizations for Credit Cards
TASK 6
Use a Waiting list when Rooms are not Ready
for Check-In
TASK 7
Run Credit Reports and Collect Payments
TASK 8
Pick up, Use and Turn in your Cash Bank
TASK 9
Process Guest Check-outs at the Desk
TASK 10
Process Automatic Check-Outs
TASK 11
Handle Late Guest Check-outs
TASK 12
Update the Function Reader Board
TASK 13
Perform Bucket Check
TASK 14
Complete and Turn in Shift Checklist
TASK 15
Update Room status
TASK 16
Employee
Initials
Supervisor
Initials
Arrival and Check-Out (1 Day)
Completion
Date
Be able to check-out guests settling with cash,
personal check, credit card and direct bill
Be able to check out guests with multiple folios
Be able to re-check in a guest to post late charges
and correct payments
Be familiar with procedure for checking out
groups.
RESERVATIONS (2 Days)
Begin reservation training on PMS. Must be
completed by end of second week
Be able to enter a reservation in the PMS system
using Sell Screen
Be able to generate guest name lists in the PMS
Be able to accept telephone reservations and
enter them in the PMS
Be able to view a reservation status in the PMS
and determine how many and what room types
are available to sell tonight
Be able to reserve rooms to today’s arrival
Be able to view reservation status in the PMS
Be able to view / print different room status lists
(i.e. – out of order, available, due out, etc…)
Be able to verify balanced inventory between the
Reservation System and PMS.
Employee
Initials
Supervisor
Initials
Front Desk Posting / Cashiering (2 DAYS)
Completion
Date
Be able to post charges to guest rooms
Be able to post corrections and transfers
Be able to accept and post payments
Be able to post guest refunds
Be able to establish an admin. Folio and post
charges to it
Be able to print account details and balance
departments at the end of each shift
Be able to balance cash at shift end
Be able to print Cash List
Employee
Initials
Supervisor
Initials
Task 1
Use the Front Desk Computer System
STEPS
To complete all steps, you
will need a computer
terminal and computer
training manuals.
1. Ask your supervisor
HOW-TO’S
TIPS:
The computer is a tool you can use to
improve guest service.
or trainer to show you
how to turn on the
computer.
A front desk computer system may
have more than one computer.
For more information, see “The Front
Desk Computer System” in Knowledge
for Front Desk Employees.
2.
Access the computer
System.



Type in your access code or
password.
Make sure that no one can see
the keys you press.
Don’t push the keyboard keys
too hard.
3.
Read the main menu on
the screen and select the
task you need to perform.
 At your property:
4.
Follow menus on the
computer to access the
screens needed to
perform each function.
Follow these steps to return to the
Main Menu:
5.
Provide excellent service
while working on the
computer.



6.
Exit the system after
completing your tasks.
Look at and talk with the guest as
much as possible while you work on
the computer.
If you don’t know how to perform a
task, ask a co-worker or supervisor
right away. Don’t make the guest
wait.
Be sure to confirm all information
given to you by repeating it back to
the guest.
Follow these steps to exit the
system:
Task Skills
Each front desk employee is assigned
an access code. This prevents use of
the system by people who aren’t
allowed to access it. The code also
allows the system to track and identify
who performs each task.
Guests should not have to look at
the top of your head while you
work. Part of good service is
making eye contact with guests as
often as possible.
Confirming information helps reduce
errors.
You’re responsible for all tasks
performed with your access code, so
always sign off when you are not
using the computer.
Task 2
Organize the Front Desk & Prepare for Check-Ins
STEPS
To complete all steps, you will
need a cash bank, a VIP list, a
cleaning cloth, and front desk
supplies (forms, pens, printer
paper, etc.)
1.
Keep your work station
and the entire front desk
area tidy.
HOW-TO’S




2.
Make sure you have
enough cash for your
duties.

Look at the front of the desk to see
how it looks from the guest’s point
of view.
File papers and put other items in
their correct places.
Wipe smudges with a damp cloth.
See Task 47: “Keep the Front Desk
Clean and Orderly”
TIPS:
Good organization at the front desk is
important. If the front desk looks
sloppy or unorganized, the guest will
see you – and the entire hotel – as
unorganized.
See Task 43: “Pick up, Use, and
Turn in Your Cash Bank”
Follow these steps to get a cash bank:
3.
Check the day’s room
counts.
Follow these steps to count the day’s
check-ins and check-outs:
Follow these steps to count the number
of vacant-clean rooms:


4.
Review the VIP list.


Check to see if there is a lot of one
room type available. If so, suggest
these rooms to guests.
If one room type is oversold, try
these methods to avoid problems
1. Suggest a room with a king-size
bed to a single guest when you
are oversold on double-doubles
2. Ask your supervisor if you may
upgrade some guests’ rooms
Make sure that VIP rooms are ready
by the correct time.
Tell the housekeeping staff, the
concierge & the room service dept.
which rooms VIP guests will stay in.
Task Skills
For more information, see “Guestroom
Types” in Knowledge for All Front
Office Employees.
These methods will be most effective if
you start using them before a room
type is sold out.
Sales representatives, the general
manager, and other managers will
decide which guests are VIP (Very
Important Persons)
Task 2
Organize the Front Desk & Prepare for Check-Ins (cont’d)
STEPS
5.
Check supplies and
forms.
HOW-TO’S

Check all printers, and refill these
forms or papers as needed:
- Guest folios
- Registration Cards
- Report Paper

Make sure you are fully stocked
with the following items:
- Stapler (filled) & staples
- Pens
- Credit Card Vouchers
- Paper clips
- Posting vouchers
- Scratch paper
- Message pads
- Registration cards
- Guest folios
- Reservation records
- Posting vouchers
- Parking vouchers
- Promotional material
- Brochures and maps
- Frequent flyer logs
- First aid Kit
- Sundries
- Computer paper
- Tape
- Scissors
- Room keys (card keys)
Task Skills
TIPS:
A “folio” is a statement of all
transactions affecting the balance of a
guest’s account.
Task 3
Prepare and Use an Arrivals List
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need reservation records, a
computer, computer paper & a
pen.
1.
Use a manual system to
prepare an arrivals list.


2.
Use a computer to
prepare an arrivals list.


3.
Check the arrivals list
for errors, including
duplicate names or
misspelled names, and
VIP’s who aren’t
identified, etc.
4.
Use the arrivals list to
plan the day’s activities.



Pull from the files all confirmed
reservations scheduled to arrive
that day.
Write down the following
information to create an arrivals
list:
 Arriving guests’ names
 Type of room each guest
requested
 Number of guests per room
 Special requests
Confirmed reservations are filed by
arrival date.
Use the computer to bring up the
arrivals screen for today’s date
Check that there is paper in the
printer. Print the report.
The computer report will list:
 Arriving guests’ names
 Type of room each guest
requested
 Number of guests per
room
 Special Requests
Decide what actions you should
take to prepare for the guests.
Block rooms with special requests,
including requests for connecting
rooms. (See Task 9: “Block and
Unblock Rooms”)
Tell housekeeping employees and
the bell staff as early as possible
when they must prepare for guests.
Task Skills
An Arrivals list is issued to plan the
day’s activity at the front desk.
Task 4
Block and Unblock Rooms
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need a computer and reservation
records.
1.
Block rooms for guests.



If a guest requests a specific room
number, tell the guest you will try
your best, but that you can’t
guarantee a specific room.
Tell the guest that what you CAN
guarantee is a certain type of room.
“Block” (set aside) the requested
room for the guest.
Follow these steps to block rooms:
Some computer systems allow you to
block rooms when reservations are
made. Other systems only let your
block rooms on the days guests plan to
arrive. In this case, room blocks
should be set up as early in the day as
possible.
Never guarantee a specific room or
give out a room number ahead of
time.
If requested rooms are not available, do
one of the following:
 Block the same type of room on the
same floor
 Block the same type of room on a
different floor
 Ask your supervisor if you may
upgrade the guest to a more
desirable room
2.
Unblock rooms.


Get your supervisor’s approval.
Get the guest’s reservation record
and delete the pre-assigned room
number.
Task Skills
If the reservation for a blocked
room is canceled or the guest
does not show up, unblock the
room and return it to available
inventory.
Task 5
Set up Pre-Registrations
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need an arrivals list, reservation
records, a computer & printer,
registration cards, a pen, room
keys, and pre-registration
envelopes.
1.
Determine who should
be pre-registered.

Our Pre-registration policy is:
Pre-register all guests with
confirmed reservations
Pre-registration speeds up the
registration process by limiting the
time a guest must spend at the front
desk. Guests like this service, and it
should be used as often as possible.
-OR-
2.
Locate and review the
reservation records for
the day’s arrivals.
3.
Create Registration
cards
Pre-register only VIP and
concierge level guests with
confirmed reservations
Follow these steps to retrieve
reservation records:

Using the information on
reservation records, write on
registration cars or enter into the
computer:
- Guests’ names, addresses, and
telephone numbers
- Arrival and departure dates
- Types and number of rooms
- Room rates
- Number of people in parties
- Payment methods and
guarantees
- Special requests
If using a computer, print the
registration cards.
4.
Preassign rooms.




Check each room’s status.
Review each arriving guest’s room
request.
Assign each guest a room.
Get the key for each assigned room.
Place each registration record (card
or computer printout) and key in a
pre-registration envelope.
Task Skills
For more information, see “Room
Status Terms” in Knowledge for Front
Desk Employees.
Task 5
Set up Pre–Registrations (cont’d)
STEPS
HOW-TO’S
TIPS:
5.
Notify housekeeping of
all rooms assigned, if
required to do so at your
hotel.
Pre-registration speeds up the
registration process by limiting the
time a guest must spend at the front
desk. Guests like this service, and it
should be used as often as possible.
6.
File pre-registration
envelopes by date in
alphabetical order based
on each guest’s last
name.
Careful filing helps you find preregistration envelopes quickly during
check-in.
7.
Cancel
pre-registrations.


If pre-registered guests cancel their
reservations, return their preassigned rooms to inventory.
If pre-registered guests with nonguaranteed reservations do not
arrive by your property’s
cancellation hour, return their preassigned rooms to inventory.
Task Skills
Our cancellation hour is:
Task 6
Secure Authorization for Credit Cards
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need credit card authorization
equipment, a credit card, a credit
card authorization list, and a
telephone.
1.
Make sure a credit card
is valid.

-
Look closely at the credit card to
make sure it:
Is one that the hotel accepts
Is in the name of the person using
the card, or his/her employer.
Is current
Is unaltered
Is signed on the back by the user
The front desk accepts credit cards to
set up guest credit at check-in and to
settle guest accounts at check-out.
Some cards can only be used by the
person named on the card. For these
cards, the name of the employer is
unacceptable.
The property could lose large sums of
money if you accept invalid credit
cards.
Our property accepts the following
credit cards:
MasterCard
Discover
VISA
American Express
Other _______
Other _______
2.
3.
Make sure estimated
charges or the amount of
a purchase is approved.
Handle invalid credit
cards.
Use one of these methods:
 Look up the card number on a
credit card authorization list.
 Call a credit card authorization
center and supply the card number,
the amount of purchase (or
estimated charges), and the
property’s merchant number.
 Pass the card’s magnetic strip
through a credit card validation
machine. Ask your supervisor to
demonstrate this. If a card’s
magnetic strip is damaged, enter
the card number by hand or call the
credit card validation center for an
authorization code.
Politely and quietly, inform the guest
that the property cannot accept the
invalid credit card.
 Follow the authorization center’s
instructions. You may be asked to
collect and destroy the card.
 If a guest becomes upset with your
attempt to collect a card, return it.
Ask for another payment method.
Task Skills
Our merchant number is:
_______________________
To avoid disputes with credit card
companies, always get an
authorization code.
There is often a reward for collecting
invalid cards that credit card
companies ask you to pick up.
You don’t need to worry about
arguments between a credit card
company and a guest. Let them take
care of the problem.
Task 7
Use a Waiting List when Rooms Are Not Ready for Check-In
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need a waiting list, reservation
records, registration cards, and a
preregistration envelope.
1.
Apologize to guests.

Explain the situation and apologize
for the inconvenience.

Estimate the amount of time until a
room is available. Do not
underestimate.
Guests may only be checked into
rooms that are vacant and clean.
Underestimating the time will only
upset guests more if they come back
and the room still isn’t ready
See Task 31: “Handle Guest Service
Problems.”
2.
3.
4.
Register guests.
Maintain a waiting list.
Make guests comfortable
while they are waiting

Complete all registration tasks
except assigning a room.

See Task 11: “Begin Guest Check-In”
for more information.

Place the guests’ names on a waiting
list by room type.

Note on the waiting list the time
each guest arrived.

Tell the guests that rooms will be
assigned on a first-come, fist-served
basis, as they are available.

Arrange to store the guests’ luggage
until rooms are ready.

Offer a comfortable waiting area,
such as the lounge, restaurant,
business center, or library.

Give directions to the nearest public
rest rooms in case guests want to
freshen up.
Task Skills
Noting the time of arrival will help
you assign rooms on a first-come,
first-served basis.
Task 8
Run Credit Check Reports and Collect Payments
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need a credit check report, a
computer, guest accounts and a
telephone.
1.
Run a credit check
report.
Follow these steps to run a credit check
report:
For more information, see “Credit
Check Report” in Knowledge –
Front Desk Employees section
2.
Follow up cash-only
guests who make
charges.

If a cash-only guest's account shows
that the guest owes the property
money, call the guest or turn on the
guestroom’s message light.
Cash-only account balances should
always be at zero or show a credit.

Ask the guest to come to the front
desk to bring the account current.

Be very pleasant and professional to
reduce the possibility of upsetting
the guest.

Collect the money owed to place the
account back in good standing.

See Task 34: “Post Guest Charges
and Payments.”

Ask your supervisor to authorize a
higher floor limit.

If the guest has the available credit
on the card, a new authorization
code will be provided that
guarantees payment by the
company that issued the card.

If a guest's charges at the property
exceed the credit limit set by the
credit card company, ask the guest
to provide another credit card or
cash to cover the balance.

See Task 34: “Post Guest Charges
and Payments.”
3.
Arrange for additional
credit if a credit card
account is higher than
the floor limit or the
guest's credit limit.
Task Skills
Because of the delicate nature of cashonly accounts, your property may
require that outstanding balance
situations be handled by a supervisor.
You might say, “Mr. Burns, could you
please come down to bring your
account up to date? We need you to
pay for the phone calls and the movie.
Thank you.”
Task 9
Pick Up, Use, and Turn in your Cash Bank
STEPS
To complete all steps, you
will need a cash bank, a
cash bank contract, a cash
drawer key, a safe-deposit
box, petty cash vouchers, a
pen, receipts, paid-out
vouchers, cash deposit
envelopes, and a drop safe
logbook.
1.
2.
3.
Maintain security over
your cash bank at all
times.
Make approved petty
cash reimbursements.
Document petty cash
reimbursements.
HOW-TO’S

Count the money you receive from a
manager as your cash bank at least
twice before starting your shift.

Sign a cash bank contract to assume
responsibility for the cash in your
bank the first time you receive a
bank.

Count any money you give to or
receive from guests and employees.

Lock your cash drawer when you
leave the area. Keep the key with
you and Never leave it in the lock.

Pay out petty cash from your bank:

When a guest has lost money in
a vending machine

When accounting is closed and
a cash purchase is required

Prepare a petty cash voucher, date
it, and initial it. Get a manager’s
approval before giving cash to a
guest or employee.

Ask the person receiving the cash to
sign the petty cash voucher.

Attach receipts for purchases
reimbursed through petty cash.
Task Skills
TIPS:
Each front desk employee is given a
cash bank – the smallest amount of
cash that will allow him/her to do
business.
You should be the only person using
your cash bank.
Never give someone money without
counting it in front of them.
You may be assigned a safe-deposit
box for storage of your cash bank
between shifts.
The voucher is a back-up for the
missing funds until your bank is
reimbursed by the accounting office.
Task 9
Pick Up, Use, and Turn in your Cash Bank (cont’d)
STEPS
4.
5.
Process paid-outs.
Prepare Due-back
vouchers.
HOW-TO’S

When a guest asks you to pay for
something for him or her (such as a
flower delivery), pay for it with
money from your cash bank.

Fill out a paid-out voucher and
attach a receipt from the guest's
purchase.

Charge the money to the guest's
account with the property. See Task
34: “Post Guest Charges and
Payments.”

If a guest charges a room service
purchase to his or her account and
includes the room service
attendant’s tip in that charge, pay
the attendant the amount of the tip
from your cash bank.

Fill out a paid-out voucher. The
guest will pay back the money when
he or settles their account during
check-out.

Do the following for all paid-out
vouchers:

Fill in all of the information
requested on the form.

Attach all back-up documents,
such as receipts.

Stamp the voucher as “posted”
after you post the charge to the
correct account.

Sign it and get a manager’s
approval (their signature

Prepare a due-back voucher for the
total amount of money you paid out
of your cash bank. This includes
petty cash and paid-outs.

Attach petty cash vouchers and
paid-out vouchers to the due-back
voucher.

If possible, take you due-back
voucher to the general cashier to be
reimbursed. Return this money to
your cash bank.
Task Skills, Page ??
TIPS:
Cash given out by the property on
behalf of a guest and charged back
to the guest's account as a cash
advance is called a paid-out.
In some areas, it is illegal to accept
tips. Ask your supervisor if this
applies to your location.
Never “borrow” cash from your
bank or “loan” cash to another
employee. An “IOU” slip in your
bank violates approved
procedures.
“Due back” is a situation that
occurs when a front desk employee
pays out more than he/she
receives. The difference is due back
to the front desk employee’s cash
bank.
Task 9
Pick Up, Use, and Turn in your Cash Bank (cont’d)
STEPS
6.
Balance shift
transactions.
HOW-TO’S


Produce a report of all cash
transactions.
At your property
Follow these steps to produce a report:
7.
8.
Prepare your shift
deposit.

Count your cash, due-backs, and
other negotiable items and compare
your totals with those on the report.

If a total doesn’t match, recheck
your work. If it still doesn’t match,
bring it to your supervisor’s
attention immediately.

Separate out the amount of the
initial cash bank.

Place the remaining cash, checks,
and other negotiable items in a
cash-deposit envelope.

Write down what is inside the
envelope (a summary) on the
outside of the envelope.

Seal the envelope and sign your
name across the seal Deposit the
envelope in the drop safe. Another
employee should witness your
deposit.

Sign the drop safe logbook, and
have the witness sign it also.
Return your cash bank
at the end of your shift
and ask your manager
to count the cash.
Task Skills
TIPS:
You may use a computer system or
a manual system to produce the
report.
Your general manager can tell you
which system is used at your
property.
Your property may provide special
envelopes with summary
information forms printed on
them.
At some properties, you may keep
your cash bank in a safe-deposit
box. Check with your manager.
Task 10
Process Guest Check-Outs at the Desk
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need a computer, a printer, a
pen, registration cards, credit
card vouchers, paid-out
vouchers, a group resume, guest
folios, and a stapler.
1.
Greet guests immediately as
they approach the front desk,
and ask how you can help.
2.
Use the guest’s name
throughout the checkout process.
3.
Review accounts with
guests.

Ask for the guest’s room number so
you can bring up the account
information on the computer or
find it in the file.
 Check that the total due is
correct.
 Ask if there were any charges
made recently. If so, call the
outlet for the amount and post
the charges.
 Read and reset the phone meter
and post charges in manual
systems.
 Print and present the folio to
the guest for review of the
charges.
The guest may be checking out in
person due to a disputed charge on
the express check-out folio. If so,
solve the problem quickly and
politely during the check-out
process.
See Task: “Handle Guest Service
Problems” for more information

4.
Locate the guest’s
registration card.
Write the date, time,
and your initials.
5.
Check for remaining
mail or messages.

See task: “Process Guest Mail,
Packages, Telegrams, and Faxes.”
6.
Close out the guest’s
safe-deposit box, if
appropriate

See Task: “Process Safe-Deposit
Box Transactions for Guests.”
7.
Collect room keys.

See Task: “Issue and Control Keys.”
Task Skills
See Task 34: “Post Guest Charges
and Payments.”
Task 10
Process Guest Check-Outs at the Desk (Cont’d)
STEPS
8.
Settle the payment of
the account balance.
HOW-TO’S

See Task: “Establish the Payment
Method During Check-In.”

Ask how the guest plans to settle the
account:

Cash payment:
Collect the correct amount of cash.
Mark the folio as paid. Destroy any
credit card vouchers imprinted at
check-in.

TIPS:
A guest may have had a credit
card imprinted at registration --- even though he or she planned
to settle the account by cash or
check.
You may accept traveler’s checks
as cash payment as long as they
are signed.
Personal check:
Collect the check and make sure it’s
correctly filled in. Ask for a driver’s
license. Write the state and license
number on the folio.
See Task: “Cash Checks for
Guests” for more information
about accepting personal checks.
Compare the signature on the check
with the signature on the license.
Mark the folio as paid. Destroy any
credit card vouchers imprinted at
check-in.

Credit Card:
Fill in the total guest charges on the
voucher. Ask the guest to sign the
credit card voucher and the guest
folio.

Direct billing:
The guest’s direct-billing status
should have been approved during
check-in. Ask the guest to sign the
folio to verity and accept the charges.

Gift certificate, scrip, coupon,
or voucher:
Attach the document to a copy of
the guest folio and file it with the
day’s work. Treat the canceled form
as cash and include it with the shift
deposit.

Combined settlement methods:
Accurately record the combined methods
on the folio, Attach all necessary items
(checks, credit card vouchers, etc.) to the
folio.
Task Skills
Common Credit card mistakes:






Writing an incorrect
amount on the voucher
Not getting an
authorization code.
Accepting an invalid
card
Incorrectly imprinting
the card so it can’t be
read on the voucher.
Not asking the guest to
sign the voucher
Pulling the wrong credit
card voucher.
Guests may use more than
one method to settle an
account.
Task 10
Process Guest Check-Outs at the Desk (Cont’d)
STEPS
9.
10.
11.
Process group
check-outs.
Post payments and
provide receipts.
Offer additional
services to guests.
HOW-TO’S

Refer to the group resume to find the
preferred check-out method for the
group and which charges are to be
covered by the group.

Use express check-out with guests who
established credit during check-in.

Ask guests who are sharing the cost of a
room or paying with cash, personal
checks, traveler’s checks, gift certificates,
scrip, coupons, or a voucher to check out
at the front desk.

Print a new folio for the guest to keep as
a receipt.

Ask the guest if he or she would like the
credit card voucher stapled to the folio. If
so, staple it. If not, give it to the guest
separately.

Present the receipt to the guest and
thank him or her for staying at the
property.

Offer bell service to guests.

If the guests accept, call “Service, please”
or the appropriate phase used at your
property. Introduce guests to the bell
attendant.

If guests decline bell service, be prepared
to offer help with a taxi, courtesy
transportation, limousine service, or
luggage storage.

If your property has valet parking, offer
to have the car pulled up.
12.
Ask guests if they
enjoyed their stay.
13.
Thank guests again
for visiting and invite
them back.
Ask guests if you can make reservations for
their next stay.
14.
File the check-out
paperwork.

File the remaining folio copies in the
current day’s check-out folios according
to the method of payment.

File registration cards in the designated
files.

Complete each check-out before
beginning the next. Do not mix up your
paperwork.

Don’t make guests wait while you file.
Task Skills
TIPS:
See Task: “Process Automatic
Check-Outs”
See Task: “Post Guest Charges
and Payments”
The account balance should be
zero after posting the payment,
unless there is a direct-bill
balance.
Later, cards will be filed
alphabetically in permanent,
long term records.
Task 11
Process Automatic Check-Outs
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need express check-out carriers,
guest folios, guest comment
cards, credit card vouchers, and
property promotional materials.
1.
Handle express checkouts

Print guest folios and place them in
express check-out carriers along
with a guest comment card and
other promotional materials.

Ask bell attendants to put the
carriers under the guestroom doors
before 6 a.m. on the scheduled day
of departure.

2.
Process video checkouts.
Change the status of the room to a
check-out when:

Guests call to say they are
leaving the room.

The housekeeping department
reports the room status as
vacant-clean.

Give the guest a printed folio copy if
he or she stops at the front desk on
the way out.

If a guest does not stop, mail a copy
of the folio to him or her.
Task Skills
Many properties offer express checkout to the following guests:
 Credit card guests with
approved credit authorization
 Approved direct-bill customers
To receive this service, guests may
need to sign only the registration card
at check-in, establish their “signature
on file,” and allow their credit card to
be imprinted on a voucher and on
their registration card.
The guest will use an in-room
computer terminal or telephone to
access and display folio data on the
television screen in the guestroom.
The guest will confirm a previously
approved method of settlement and
will follow instructions on the
television screen to check out.
Task 12
Handle Late Guest Check-Outs
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need an occupancy report, an
arrivals list, and a late check-out
list.
1.
2.
Determine whether a
late check-out can be
granted.
Inform guests of the
late check-out policy.

Look at the property’s occupancy
report and arrivals list to find out if
a late check-out will prevent the
property from having rooms
available for arriving guests.

If you cannot allow a late checkout, suggest other alternatives. For
example, offer free luggage storage
if the guest is attending a meeting
that will run to the end of the day.

If you are not sure whether you can
allow a late check-out, check with a
supervisor or manager.

Tell your guest the time by which he
or she must check out to avoid a late
fee.

Tell the guest the amount of the late
fees.

At your property
Late check-outs are a convenience to
guests and should be allowed when
possible.
Typically the fee for a late check-out
before 6 p.m. is 50% of the daily room
rate plus tax.
The late fee for a check-out after 6
p.m. is usually the price of a full day’s
rental plus tax.
The fee for a late check-out by 6 p.m. is:
The fee for a late check-out after 6 p.m.
is:
3.
4.
Inform late check-out
guests of additional
late fees.
Maintain a list of late
check-outs and keep
housekeeping
informed of them.

If the guest has not checked out in
time to avoid a late fee, call the
guest to see if he or she needs to
stay longer.

If so, tell the guest what the fees will
be.

At your property
Follow these steps to keep
housekeeping informed of late
check-out rooms:
Task Skills
Most front desk computers require
you to post by hand late check-out
charges that are less than a full day’s
room charge.
Task 13
Update the Function Reader Board
STEPS
HOW-TO’S
TIPS:

Spell all words correctly and post
the correct time and locations of
functions.

If the new information is not
available by 7 a.m., contact the sales
and catering departments for the
information as soon as possible.
The function reader board in the lobby
posts the locations and times of the
day’s meetings. The board may also
include announcements of
promotional activities or special
events.

Post new information right away
each morning so guests can find
their meetings.
To complete all steps, you will
need daily and weekly function
sheets, water, glass cleaner,
paper towels, and a cleaning
cloth.
1.
2.
Post the new
information to the
function reader board
by 7 a.m. daily.
At your property, it may be the bell
attendant’s responsibility to update
the board.
The daily function sheet gives the list
of scheduled functions and the
locations for one day.
Follow the daily
function sheet or
weekly function sheet
for more information
regarding
announcements.
3.
Remove all outdated
information.
4.
Dust the board and
frame, and clean the
glass.
The sales and catering departments
usually will provide the front desk
with each day’s information for the
function reader board.
The weekly function sheet gives the list
of scheduled functions and locations
for the week.
Some properties use electronic reader
boards (monitors) that are updated
from a computer terminal. In these
cases, you may not be responsible for
updating the function reader board
information.

Dust the board with a damp cloth.

Clean the glass with water or glass
cleaner and a paper towel.
Task Skills
Task 14
Perform Bucket Checks
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need guest folios, reservation
records, and registration cards.
1.
Verify information in
each guest’s folio.

Verify the following guest account
information with the information
on the reservation record and
registration card:
 Name
 Number of guests in the room
 Rate
 Group or transient code
 Departure date
A “bucket check,” also referred to as a
“tub check,” is a nightly task that is
done to make sure guest accounts are
accurate. By doing this nightly, you
avoid errors in bills.
2.
Correct errors

At your property
Follow these steps to correct:
The bucket check is not done to get the
front desk employee who made a
posting error in trouble. It is done to
reduce the chance of a guest getting
charged incorrectly.

Rate Errors:
The bucket check highlights areas
where errors tend to occur. By paying
close attention, these errors can be
reduced.

Errors in the number of guests
in a room:

Wrong departure dates:
Task Skills
Task 15
Complete and Turn In the Shift Checklist
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need Shift Checklists, the front
office logbook, and a pen.
1.
Work from the correct
checklist throughout
your shift.

Check off items as you complete
them.

Never check off an item that you did
not do.
Each front desk employee shift
typically has its own checklist, such
as: “a.m. checklist,” “p.m. checklist,”
and “night checklist.”
Shift checklists provide reminders of
important tasks that need to be
performed during each shift.
2.
Ask your supervisor to
initial your checklist
when you do not finish
an item.
3.
Use the front office
logbook to tell the
next shift about any
duties you were
unable to finish and
about other important
information.
4.
At the end of your
shift, sign the
checklist and turn it in
to your supervisor.

See Task: “Use the Front Office
Logbook.”
Task Skills
Task 16
Update Room Status
STEPS
HOW-TO’S
TIPS:
To complete all steps, you will
need a room status report, a
telephone, and a computer.
1.
Learn which method
your property uses to
update room status

At your property
The method used to update room
status is circled below:


2.
The room attendant or
housekeeping supervisor dials a
special number from a phone in
a guestroom and enters the
room status directly into the
front desk computer system.

The housekeeping supervisor
inspects rooms and then goes to
a computer and updates the
status.

The housekeeping supervisor
calls the front desk when a
number of rooms have been
inspected. Then, you must
change the status of each room.

The housekeeping supervisor
brings a handwritten list of
clean and ready rooms to the
front desk. Then, you must
change the status.
The housekeeping department is
responsible for keeping the front desk
informed of rooms that have been
cleaned and inspected.
This is critical for vacant rooms. You
must not assign guests to rooms that
have not been released by
housekeeping.
Properties differ in the methods used
to keep the front desk informed of
room status.
Ask your supervisor to give you
more information about your
property’s method.
To keep room status updated, you
need to tell housekeeping about your
actions, and they need to tell you
about theirs.
If you move a guest to
another room, call
housekeeping so they
can tidy their first
room.
Even if a guest was only in a room for
five minutes, he or she could have used
the toilet, soap, towel, etc.
Task Skills