Front Office Procedure

Hotel Standard Operating Procedure for Front Office Department

FRONT OFFICE RECEPTION

GUEST CHECK-IN

GROUP CHECK-IN

GUEST ROOM CHANGE/MOVE

GUEST CHECK-OUT

FRONT OFFICE CASHIER

INQUIRIES & MESSAGES

GUEST RELATIONS OFFICER/ASST MANAGER

VIP ARRIVAL & CHECK-IN

CONCIERGE

CONCIERGE CHECK-IN DUTIES

CONCIERGE CHECK-OUT DUTIES

GROUP LUGGAGE HANDLING

CONCIERGE ROOM CHANGE DUTIES

COMMUNICATION BOARD

DOORMAN & PORTER

GUEST LUGGAGE STORAGE

HOTEL VEHICLE MAINTENANCE

HOTEL VEHICLE OPERATION

SHIFT START

LOST & FOUND

GUEST COMPLAINTS HANDLING

WALK-THROUGHS

DAILY ROOM INSPECTION

VIP GUESTS

GROUP ARRIVALS

FOLIO CHECKING & SKIPPER HANDLING

GENERAL MAINTENANCE & REPAIR

GUESTS’ ITEM STORAGE

GUEST ROOM DOUBLE-LOCKING

SAFETY DEPOSIT BOX BREAKING

CLINIC & MEDICAL SERVICE

ACCIDENT / INCIDENT HANDLING

GUEST PROPERTY LOSS / DAMAGE HANDLING

GUEST ROOM MISSING ARTICLE ALLEGATION

DISTURBANCE & DISPUTE

FIRE ALARM & REPORT