Front Desk Training: Arrival Checklist
Getting organized at the start of your day is pivotal to how smooth your day will run. The more organized and the more checks you do the easier your life will become.
Arrival Checklist
Print an arrival report through your Property Management System.
Check the number of adults and children in the allocated room, does the room they are allocated suit the number of people booked?
Is bedding configuration suitable for the guests, if it is 1 adult and 1 child and they have booked a queen room, look at your options - do you have a room that has two beds available if they are not happy with one queen bed. A phone call to a guest in the morning to finalize any room allocations is quicker than getting disturbed after-hours because they want an extra bed.
Allocate any special requests such as rollaway bed, sofa bed, ground floor, near lift, quiet room, hypo-allergenic. It is always quicker and more effective to arrange these room allocations in the morning before the housekeeping team have started.
Contact numbers - if guests on arrival do not have mobile numbers, contact them or their travel agent that booked the accommodation and get them. As the day progresses it will get more difficult to get these details - some guests may be on flights or in meetings. It is an additional workload to wait for an after-hours check-in due to not being able to contact them.
Check your OTAs - Booking.com and Expedia for any messages or communications from guests.
Any guests due to arrive late we suggest communicating the after-hour check-in instructions by more than one method where possible. This minimizes the guest having difficulty accessing their room and reduces the likelihood of disturbance.
By mobile
By Booking.com or Expedia Portals/Extranet.
By Email
Spot check linen to ensure you have enough linen stock on hand (subject to the role requirements you have).
Spot check cleaning trolleys (subject to the role requirements you have).
Sold out dates
On dates where you have no room availability it is important to do a check through your arrivals.
Any guests that are pay on arrival it is worth contacting them in the morning and checking their estimated time of arrival. This is a reminder for the guest of their reservation, allows you to have a touch point to start building your relationship and if any guests are not planning on attending it gives you notice to plan.
