Front Desk Opening Procedure & Checklist
Front Office SOP for the Hotel industry
Use this Front Desk Opening Procedure & Checklist to train staff, test knowledge, run daily operations, and improve service consistency.
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The Checklist Framework:
DEFINE MODE
Turn your Front Desk Opening Procedure & Checklist into a clear, step-by-step checklist anyone on your Front Office team can follow. This becomes your single source of truth across training, daily operations, and management. Start by using this ready-made SOP and roll it out immediately, then customize or refine it as you go.
Procedure
- Open the PMS application on your terminal or mobile device.
- Enter your username and password exactly as configured by management.
- Confirm that the system displays today's date, property name, and the correct time zone (24-hour format).
- If login fails after 2 attempts, alert your shift manager immediately; do not proceed until access is restored.
- Keep your login session active throughout your shift and never share your credentials.
- Check the PMS dashboard for any system alerts or offline notices (usually displayed on the login screen or status bar).
- Test internet connectivity by pinging the hotel network or checking signal strength.
- Confirm the key card encoder powers on and displays no error lights.
- Verify the door lock system is accessible from the PMS (check one test room remotely if permitted by policy).
- If any system is offline, document the exact time, affected system, and your manager's name in the incident log before attempting any workaround.
- Locate the night audit summary file or print in the PMS Front Office Reports section.
- Scan for overnight check-ins, early departures, and room status changes (out-of-order, maintenance, deep clean).
- Note any guest complaints, special requests, or flags that carry over to your shift (e.g., VIP guests, late arrivals, payment holds).
- Cross-check the housekeeping report for any rooms still marked unclean or blocked for maintenance.
- If discrepancies exist (missing guests, wrong room counts), alert your manager and verify with night auditor before confirming.
- Access the Room Status Report in the PMS (usually under Reports > Rooms or Housekeeping).
- Count the number of rooms marked clean (available for sale), occupied, maintenance, and do not disturb.
- Compare the PMS count against the physical housekeeping report posted at the front desk.
- If a room status mismatch is found, contact housekeeping immediately and do not sell the room until status is corrected.
- Record the verified count in the shift handoff log (e.g., "20 clean rooms at 06:45").
- Pull the Arrivals Report for today's date (filtered by arrival date in PMS).
- Sort by room number and scan for any room assigned to multiple guests.
- Count total reservations and compare against available rooms; if reservations exceed inventory, flag as overbooking.
- If overbooking is detected, immediately escalate to your manager with the guest names, confirmation numbers, and room assignments.
- Document the overbooking alert in the incident log with time and action taken.
- Verify you have at least 50 blank key cards in the encoder tray and at least 30 physical keys (if applicable) in the drawer.
- Count and restock pens (black and blue), notepads, and registration forms to normal levels (at least 25 each).
- Check that printer paper is loaded in the PMS printer and receipt roll is installed in the payment terminal.
- Inspect signage for today's messages (breakfast times, event notices) and update the lobby board if needed.
- If any supply is critically low, order it through your manager or use the supply request log.
- Remove any trash, papers, or items left by the night shift.
- Wipe down the desk surface, keyboard, mouse, and phone with a damp cloth.
- Arrange PMS monitor, payment terminal, phone, and supplies so they are easily accessible but not cluttered.
- Verify the desk chair is adjusted for comfort (avoid slouching, which appears unprofessional to guests).
- Confirm adequate lighting at the desk; if dim, alert maintenance.
- Access the Daily Manager's Report or Special Events Calendar in the PMS.
- Note any conference check-ins, group arrivals, or block bookings for today.
- Check for maintenance windows (elevator, WiFi, parking) that affect guest services.
- Review VIP guests arriving today and their special requests (late checkout, room preferences, welcome gifts).
- Flag departure notes for guests requiring late checkout, accounting review, or follow-up calls.
- Brief your team verbally on any major events or alerts during your shift handoff meeting.
- Power on the payment terminal and confirm it connects to the payment processor (usually indicated by a green light or "Ready" message).
- Scan a test credit card (or use a demo card if available) to ensure the card reader responds and captures data correctly.
- Print a test receipt to confirm the printer is connected and paper is loaded.
- If the terminal fails to process the test transaction, alert your manager and mark the terminal as offline in the PMS Device Status log.
- Do not proceed with accepting guest payments until the terminal is fully operational.
- Lift the handset and listen for a dial tone (should be clear and steady).
- Dial a test internal extension (ask a colleague to pick up or test the main reception line).
- Check that voice mail is working and retrieve any messages left overnight.
- Confirm caller ID is displaying incoming calls correctly.
- If the phone is dead or malfunctioning, immediately notify your IT or facilities team.
- Print the Daily Room Status Report from the PMS (filtered for today).
- Post it on the staff notice board or shared screen in the back office.
- Create or update the Shift Staffing Board showing who is on duty, departments, and break times.
- Ensure both documents are visible to front desk, housekeeping, and management throughout the shift.
- Replace outdated boards from the previous shift to avoid confusion.
- Bring all team members (front desk, bell desk, concierge if applicable) together for a brief 5–10 minute huddle.
- Share occupancy forecast (expected arrivals, departures, occupancy %), key events, and large group check-ins.
- Announce any VIP guests and their special requests or preferences.
- Flag any maintenance outages, parking issues, or service disruptions guests should know about.
- Highlight any guest complaints or recovery opportunities from the previous shift.
- Ask team members if they have questions and confirm everyone understands priorities.
- Document attendees and topics discussed in the Shift Handoff Log.
- Write your name, today's date, and the exact time you completed all opening tasks in the Shift Opening Log.
- Note any issues encountered and corrected (e.g., system outage, supply shortage) in the Incident Log.
- If any task could not be completed, flag it for your manager and explain the reason in writing.
- Confirm that the front desk is ready to accept guests and internal services are operational.
- Keep the log accessible for audit or manager review.
Access the PMS using your staff credentials. Verify you can see the current date and property code.
Pitfall: Using a colleague's login or leaving the system unlocked when stepping away. Always log in with your own account and lock the terminal when absent.
Confirm that the PMS, door lock system, key card encoder, and network connection are all online and responding.
Pitfall: Assuming connectivity is fine without checking. Network outages can be silent; always verify before guests arrive.
Read the night audit report from the closing shift to understand overnight transactions, room status changes, and any pending alerts.
Pitfall: Skipping the audit report leads to double bookings, missed special requests, or selling unavailable rooms. Always read completely.
Verify that the room status board in the PMS matches the housekeeping status sheet and reflects available inventory for sale.
Pitfall: Selling rooms that housekeeping marked as not ready. Always cross-check PMS data with housekeeping before confirming availability.
Review the daily arrivals list for duplicate reservations, conflicting room assignments, or inventory shortages that require action.
Pitfall: Not catching overbooking early means handling upset guests at check-in. Spotting this at 06:30 gives the manager time to call ahead and arrange solutions.
Restock key items used during the day: pens, notepads, room keys, key cards, and guest registration forms.
Pitfall: Running out of key cards during a busy morning drive. Stock generously at opening to avoid mid-shift scrambles.
Ensure your desk is clean, organized, and ready for guest interactions.
Pitfall: A messy desk signals disorganization to guests and slows your workflow. A clean, organized space builds confidence in your capability.
Check for conferences, large groups, maintenance windows, or guest-specific requests that impact today's operations.
Pitfall: Forgetting about a large group arrival and not preparing enough staff or welcome materials. Always review events before the first guest arrives.
Verify that the payment terminal accepts test transactions and that card readers are functional and secure.
Pitfall: Assuming the terminal is ready without testing. A faulty terminal discovered mid-check-in delays guests and looks unprepared.
Test the front desk phone to ensure you can make internal calls, receive guest calls, and access voice mail.
Pitfall: A non-working phone means guests cannot reach you and you cannot reach other departments. Always test at opening.
Generate and display the Room Status Report and Staff Shift Board so all team members can reference real-time information.
Pitfall: An outdated board leads staff to make decisions based on wrong information. Always update at shift change.
Gather your opening shift team and communicate key information for the day, including occupancy, special guests, and any alerts.
Pitfall: Skipping the briefing means staff go unprepared into the day. A quick huddle aligns everyone on priorities and expectations.
Document that all opening tasks are complete and sign off on the shift start time.
Pitfall: Not documenting completion leaves no record of readiness. A signed-off log protects both you and the hotel in case of disputes.
Views
553
Views: 553
Uses
168
Uses: 168
Rating
4.9 ⭐
Rating: 4.9 ⭐
Introduction
This opening procedure prepares your front desk team to welcome guests and manage operations from the moment your shift begins. Follow it to verify all systems, stock supplies, confirm room inventory, and ensure staff coordination before the first guest arrives. Mistakes in opening—missed alerts, unsold rooms, system outages—create chaos and frustrate guests; a methodical approach guarantees readiness and confidence. You'll set up your workspace, confirm critical data, and handoff information with clarity.
What you get:
- System startup and health checks
- Station inventory and supply verification
- Daily briefing topics and communication log
- Guest database and overbooking alerts
You can also preview a Front Desk Opening Procedure & Checklist Quiz
Details
Why This SOP Matters
The front desk opening procedure is the foundation for a smooth, guest-focused day. When executed correctly, it prevents overbooking errors, ensures payment systems work, confirms room availability, and positions staff to deliver professional service from the moment guests arrive. Skipping or rushing through opening tasks creates cascading problems: missed alerts, unsold rooms, system outages, and a chaotic environment. A methodical opening ensures accuracy, reduces stress, and builds team confidence.
Preconditions and Triggers
This procedure begins when the opening shift staff member arrives at the front desk—typically 30–60 minutes before the first expected guest check-in. All systems must be powered on and accessible, and the night auditor's shift must be complete. The procedure is required every day, regardless of occupancy or forecasted arrivals. Opening is the responsibility of the senior front desk agent or shift supervisor on duty, though new staff should perform it under supervision until proficient.
Operator Script
Opening greeting to your team:
"Good morning. It's 06:45 and we're opening the front desk. I've reviewed the night audit and today's arrivals. We're at 87% occupancy with 15 arrivals expected between 14:00 and 20:00. The executive suite has a VIP guest arriving at 16:30—let's make sure their room is flagged in housekeeping. Payment terminals are tested and online. Any questions before we unlock the doors at 07:00?"
If a system is offline:
"The key card encoder isn't responding. I've restarted it and it's coming back online in about 2 minutes. Until then, if guests arrive, we'll use physical keys and note the card request for later. Manager, I'm logging this as an incident at 06:32."
Decision Gates and Escalation Path
| Gate | Action | Escalation |
|---|---|---|
| System offline | Restart and retest; if still offline after 3 minutes, alert manager. | If PMS is down for >10 minutes, contact IT support and notify GM. |
| Overbooking detected | Count conflicting reservations and room inventory; identify which guests must be relocated or offered alternative arrangements. | Escalate to front office manager or GM immediately; prepare guest communication plan. |
| Supply critical shortage | Use emergency reserves if available; contact manager for immediate delivery or rationing. | If supplies run out mid-shift, notify management; coordinate with other properties if applicable. |
| Discrepancies in room status | Cross-check PMS against housekeeping report; do not sell disputed rooms until status is verified. | Contact housekeeping supervisor and wait for confirmation before releasing rooms to inventory. |
| Maintenance outage | Note time, affected area (e.g., elevator, WiFi), and estimated restoration time. | Brief all staff so they can inform guests; post notices in affected areas. |
System Fields and Logging Map
Night Audit Report
| Field | Source | Format | Example |
|---|---|---|---|
| Date | PMS System Clock | YYYY-MM-DD | 2025-11-09 |
| Occupancy % | Night Audit Output | Percentage | 87% |
| Overnight arrivals | PMS Guest History | Count | 3 |
| Overnight departures | PMS Guest History | Count | 5 |
| Room status changes | Housekeeping + PMS | List | Rooms 205, 312 marked maintenance |
Shift Opening Log
| Field | Value | Format | Example |
|---|---|---|---|
| Staff name | Your full name | Text | Sarah Mitchell |
| Date | Today | YYYY-MM-DD | 2025-11-09 |
| Opening time | Actual start time | 24-hour HH:MM | 06:45 |
| Systems verified | Checkbox | Complete / Incomplete | Complete |
| Room inventory | Count | Number | 120 total, 87 available |
| Issues encountered | Text | Brief description | "Key card encoder delayed 3 min; now operational" |
| Manager sign-off | Initials | XX | SM |
Exception Handling and Edge Cases
PMS system is offline or slow at opening:
- Do not bypass the PMS to access room status manually; wait for system recovery or contact IT immediately if unresponsive for >5 minutes.
- Use physical keys as a backup for early arrivals only; do not process payments or room assignments without the PMS.
- Document the outage time in the incident log and notify your manager right away.
Overbooking is discovered:
- Immediately calculate which guests must be relocated or offered alternative arrangements (upgrade, walk to partner hotel, compensation).
- Contact your front office manager or GM to authorize solutions before guests arrive.
- Prepare a communication script and assign responsibility for follow-up calls.
- Document the resolution in the incident log with guest names, actions taken, and time completed.
Housekeeping report conflicts with PMS room status:
- Call housekeeping to verify the actual room status; do not assume PMS is accurate.
- If a room is marked clean in PMS but housekeeping shows it's still in progress, flag it as unavailable until confirmed.
- Update the PMS only after both systems agree; never sell a room with conflicting status.
A key system (payment, phone, encoder) fails at opening:
- Restart the system once; if it fails again, escalate immediately to IT or facilities.
- Document the failure time and affected system in the incident log.
- If the payment terminal is down, inform your manager; guests may need to pay at checkout or via alternative method.
- Do not delay the shift waiting for the system to auto-recover; continue with other opening tasks.
Night auditor reports missing or duplicate transactions:
- Request transaction receipts or PMS audit trail printouts from the night auditor.
- Compare the audit trail against physical receipts from the previous shift.
- If a transaction is missing, contact the payment processor to verify settlement; file a dispute if duplicate.
- Document the discrepancy in writing and escalate to accounting or front office manager.
Safety, Privacy, and Compliance Notes
Do not:
- Share your PMS login with colleagues or leave your session unlocked unattended.
- Print or post sensitive guest information (credit card numbers, passport details, room assignments) in public areas.
- Discuss guest details or special requests within earshot of other guests.
- Access guest records out of curiosity; use the PMS only for today's operational needs.
- Ignore system alerts or error messages; report them to your manager immediately.
Must be done:
- All opening tasks must be completed and documented before guests are checked in.
- Overbooking situations must be escalated to management within 30 minutes of discovery.
- System outages must be reported to IT immediately and logged in the incident system.
- Payment terminal security checks (PCI compliance) must be performed weekly per vendor requirements.
- All guest data accessed during opening must be for operational purposes only and treated as confidential.
Quality Checks and Metrics
Sampling and audit:
- Weekly audit: Managers should review 5 opening logs to verify all tasks are signed off and documented.
- Acceptance thresholds: 100% task completion and sign-off rate; zero overbookings missed at opening; <2 min average system startup time.
- Red flags: Opening logs with incomplete tasks, illegible handwriting, or unsigned approval indicate training gaps or rushing.
What good looks like:
- All tasks completed by 07:00 (or 30 minutes before first expected arrival).
- No system outages lasting >5 minutes without escalation.
- Overbooking detected and escalated to manager by 06:50.
- Opening briefing held with all staff present and documented.
- Staff can articulate today's priorities (arrivals, VIP guests, maintenance) when asked.
Performance indicators:
- On-time openings: % of days all tasks completed by target time.
- Error detection rate: % of overbookings or room status issues caught at opening vs. during check-in.
- System uptime: % of opening days with zero system outages.
- Guest impact: Zero check-in delays attributed to incomplete opening procedures.
Training Tips and Handoff
Common pitfalls and how to avoid them:
- Rushing through the night audit report: Take 5 minutes to read it completely. Missing a VIP note or alert ruins the guest experience.
- Forgetting to test the payment terminal: A non-functional terminal discovered during check-in is embarrassing and slow. Always test once at opening.
- Assuming overbooking won't happen: Review the arrivals list every day; overbooking can occur due to system errors or overselling. Catch it early and your manager has time to solve it.
- Not briefing the team: Staff who don't know about large arrivals or maintenance windows get blindsided. A 5-minute huddle prevents surprises.
- Leaving the PMS unattended and unlocked: A colleague or curious guest could access sensitive data. Always log out when stepping away.
Handoff between shifts:
- When handing off to the mid-shift or evening team, walk them through any open incidents, special requests, or alerts that weren't fully resolved.
- Hand over the Shift Opening Log and Incident Log with notes on what was completed and what still needs attention.
- Point out any guests flagged for late checkout, early departure, or follow-up calls.
- Confirm that the evening team has reviewed the updated room status and knows which rooms are still in housekeeping.
- Verbally confirm that all systems are operational; test together if there is any doubt before you leave.
Role-based nuances:
- Senior front desk agent or shift supervisor: Responsible for opening sign-off and escalation decisions; leads the team briefing.
- New front desk staff: Should shadow the opening procedure at least 3 times before performing independently; always ask questions if uncertain.
- Evening and night shifts: Inherit the opening setup; do not redo tasks unless systems have restarted. Verify inherited status before accepting responsibility.
Example Scenario
It is 06:30 on a Tuesday. You arrive for your shift and log in to the PMS. The night audit report shows 85% occupancy, 12 arrivals forecasted, and a note: "Rooms 205 and 312 marked maintenance by housekeeping—do not sell." You run the arrivals report and notice that the PMS shows Room 205 assigned to a guest arriving at 16:00 today. This is a conflict. You pull up the housekeeping status report, which confirms 205 is indeed marked "maintenance—no entry." You contact housekeeping at 06:35, and they confirm the room has a plumbing issue and won't be ready until tomorrow. You escalate the conflict to your front office manager with the guest names and confirmation numbers. Together, you call the guest at 06:40 and offer an upgrade to a suite at no charge. The guest accepts. You update the PMS reservation with the new room, confirm the suite is clean and ready, and note the situation in the incident log. By 07:00, the conflict is resolved, systems are tested, staff are briefed on the day's priorities, and you're ready to open with confidence.
Expert Insights
Research from hospitality operations institutes shows that standardized opening procedures significantly reduce errors, improve consistency, and enhance guest experience. Industry studies demonstrate that organizations with repeatable, well-documented workflows achieve faster onboarding for new staff, fewer operational incidents, and clearer accountability across teams. Professional bodies including the American Hotel & Lodging Association emphasize the importance of systematic daily preparation and clear communication to strengthen operational reliability and staff engagement.
References
Front Desk Opening Procedure & Checklist Frequently Asked Questions
How long does the front desk opening procedure usually take?
What should I do if the PMS is offline when I arrive?
How do I spot overbooking during opening?
What information should I share during the opening team briefing?
Can I skip testing the payment terminal if it worked yesterday?
What do I do if I find a discrepancy between the PMS room status and the housekeeping report?
What constitutes a critical supply shortage at opening?
How should I document issues encountered during opening?
What if the night auditor left notes about a guest requiring special handling?
Can I begin checking in guests before completing all opening tasks?
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