Department: Front Office (Reception)
Supervisor: Front Office (Reception) Manager
Responsible: All Front Desk Agents

Each team member is responsible for stocking his/her station/desk with necessary supplies:

  • Key card pockets
  • Key cards
  • Envelopes
  • Maps
  • City guidebooks
  • Pens
  • Sticky Tape
  • Staples
  • Registration cards
  • Cashier paper
  • A4 paper
  • Necessary forms
  • All other needed items

Tidiness and storage:

  • All brochures and newspapers to be packed away neatly.
  • All group check-in sheets and keys must be packed neatly. Always leave the desk, as you would like to find it.
  • No personal information belonging to the guests should be visible at the desk.

The Front Desk Logbook:

  • Always keep a logbook, so that employees are aware of important events and decisions that happened during previous shifts.
  • At the beginning of your shift, read the Front Office Logbook entries written since your last shift.
  • Review and initial the Front Office Logbook
  • Carefully read the entries about guest complaints, current activities, and situations that require follow-up.
  • If an entry requires you to do something, take care of the task as soon as possible. When it is completed, write or type “done” and your initials next to the entry.
  • Make new entries in the logbook as needed
  • If you are using a manual logbook, use a pen to neatly write information.
  • If you are using a computerized logbook, type in the information.
  • Add notes about all guest problems, requests, and complaints; unusual events; and other things that your supervisor and other employees may need to know.
  • Include the date, the time, and a description of what happened, when, and why.
  • If you make a mistake in a manual logbook, don’t erase it. Instead, draw a line through it and make a new, correct entry.
  • Write or type your initials next to each entry you make in the logbook.

Important things to pay attention to:

  • Remember - The Front Desk (Reception) is always visible to the guests.
  • During shift handover, the log book must be explained by the colleague that does the handover, so that important formation is not missed.