Hotel Front Desk SOP Template

1.Purpose

To keep front desk operations consistent across shifts so guests receive the same standard of service no matter who is on duty.

2.Scope

Applies to front desk agents on all shifts at the property. Guest check-in, check-out and night audit have their own dedicated SOPs.

Definitions

PMS

Property management system. The software used to manage reservations, room status and guest folios.

Shift handover

The exchange of information between an outgoing and incoming front desk agent covering open issues and pending tasks.

House bank

The fixed amount of cash assigned to a front desk agent's drawer at the start of a shift.

3.Responsibilities

Front Desk Agent

Handles phones, guest requests and cash transactions, and completes shift handover notes.

Front Office Manager

Oversees front desk staffing, approves cash variances, and resolves escalated guest issues.

Housekeeping Supervisor

Shares room status updates and responds to front desk requests for room checks.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →PMS terminal
• →House bank cash drawer
• →Shift handover log or app
• →Property phone system
• →Guest request tracking sheet
• →Front desk procedure binder

5.Procedure

1. 5.1

   Sign in and collect the house bank

   Front Desk Agent

   Log into the PMS at the start of the shift, collect and count the house bank against the recorded amount, and report any discrepancy to the front office manager immediately.

   Checkpoint: The house bank count matches the recorded starting amount before the shift begins.

2. 5.2

   Read the shift handover log

   Front Desk Agent

   Read the handover notes from the previous shift for open guest issues, pending requests and anything flagged for follow-up.

3. 5.3

   Review the day's arrivals and departures

   Front Desk Agent

   Check the PMS for expected arrivals, departures, VIP guests and any special requests noted on reservations for the day.

4. 5.4

   Answer phone calls promptly

   Front Desk Agent

   Answer incoming calls within three rings using the standard greeting, and transfer or take a message for calls that need another department.

5. 5.5

   Respond to email and online inquiries

   Front Desk Agent

   Check the shared inbox regularly through the shift and respond to guest inquiries and booking questions within the property's target response time.

6. 5.6

   Log guest requests

   Front Desk Agent

   Record every guest request, such as extra towels or a wake-up call, in the request tracking sheet with the room number and time, and notify the department responsible.

   Checkpoint: Every logged request shows which department it was sent to and whether it was completed.

7. 5.7

   Coordinate room status with housekeeping

   Front Desk Agent

   Confirm room status updates with the housekeeping supervisor throughout the day, especially for early arrivals or rooms needing priority cleaning.

8. 5.8

   Process cash and card transactions

   Front Desk Agent

   Process incidental payments and folio adjustments in the PMS, counting cash back to the guest clearly and printing a receipt for every transaction.

   Warning: Never leave the house bank drawer open or unattended, even briefly.

9. 5.9

   Handle general guest questions

   Front Desk Agent

   Answer questions about property amenities, local directions and policies, using the front desk procedure binder for anything outside personal knowledge.

10. 5.10

    Balance and secure the house bank

    Front Desk Agent

    Count the house bank at the end of the shift, record the closing amount, and secure it in the designated safe or drawer.

    Checkpoint: The house bank balances to the expected amount within the property's allowed variance before the shift ends.

11. 5.11

    Write the shift handover notes

    Front Desk Agent

    Summarize open issues, pending guest requests and anything the next shift needs to follow up on in the handover log before leaving.

6.Quality checks

• →House bank balances to the expected amount at the start and end of every shift.
• →Every guest request logged during the shift shows a completion status.
• →Handover notes are completed before the agent leaves the desk.
• →Phone calls are answered within the property's target ring count on spot checks.

7.Records

• →Shift handover log
• →Guest request tracking sheet
• →House bank count sheet
• →Cash variance reports

8.KPIs

• →Average phone answer time
• →Guest request completion time
• →Cash variance incidents per month
• →Guest satisfaction score for front desk service

9.Common mistakes

• →Leaving the house bank drawer unattended.
• →Forgetting to log a guest request, so it never reaches the right department.
• →Skipping the shift handover notes when the desk is busy.
• →Not confirming room status with housekeeping before promising an early check-in.

10.Revision history