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Hotel Front Office SOP"s

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HOTEL FRONT OFFICE SOPs

County Park & Suites – Standard Operating Procedures

1. Grooming & Personal Appearance

  • Staff must wear clean, well-fitted uniforms.

  • Name badge must be visible at all times.

  • Hair must be neat; no strong perfumes.

  • Shoes must be polished.

  • Mobile phones are strictly not allowed at the desk.

2. Guest Greeting & Welcome

Standard Greeting:“Good morning/afternoon/evening, welcome to [Hotel Name]. How may I assist you?”

Rules:

  • Greet guests within 5 seconds of arrival.

  • Make eye contact and smile.

  • Stand up when greeting.

  • Offer assistance with luggage or directions.

3. Check-In Procedure

  1. Welcome the guest with a smile.

  2. Confirm booking details: Name, stay dates, room type.

  3. Verify ID proof (as per local regulations).

  4. Collect advance payment (if applicable).

  5. Obtain guest signature on the registration card.

  6. Allocate room as per preference (high floor/near lift).

  7. Hand over key card with hotel directory information.

  8. Inform about:

    • Breakfast timing

    • WiFi password

    • Checkout time

  9. Arrange bellboy assistance.

Check-in Time: 1:00 PM (Standard)

4. Check-Out Procedure

  1. Greet guest politely.

  2. Confirm room number.

  3. Check for minibar/extra charges.

  4. Present final bill and explain charges.

  5. Ask about stay experience:

    • “How was your stay with us?”

  6. Arrange luggage assistance.

  7. Thank the guest and invite again.

  8. Record feedback in system.

Check-out Time: 12:00 Noon (Standard)

5. Handling Guest Complaints

Use L.E.A.R.N. Method

  • Listen patiently

  • Empathize

  • Apologize politely

  • Resolve quickly

  • Note the issue in complaint log

Golden Rule:Never argue with a guest. Always remain calm.

6. Call Handling SOP

  • Answer within 3 rings.

  • Greeting:“Good morning, [Hotel Name] Front Desk, how may I assist you?”

  • Keep calls short, clear, and professional.

  • Never say “I don’t know”; instead say:“Let me check that for you, sir/madam.”

7. Guest Requests & Follow-Up

  • Log every request immediately.

  • Resolve within the defined timeline (max 10 minutes for basic requests).

  • Call guest back to confirm:“Sir/Madam, your request has been completed. Is there anything else I can assist you with?”

8. Cash Handling & Billing

  • Count cash in front of the guest.

  • Issue receipts for all payments.

  • Maintain daily cash register.

  • Ensure correct GST details.

  • No personal borrowing/lending allowed.

9. Room Allotment Rules

  • Allot clean, ready rooms only (O/O rooms prohibited).

  • Avoid back-to-back use without housekeeping clearance.

  • Try to accommodate guest preferences:

    • Non-smoking

    • Quiet side

    • Near lift

    • Balcony view

10. Night Audit SOP

  • Verify all transactions for the day.

  • Check room revenue, taxes, payouts.

  • Reconcile cash and card settlements.

  • Generate daily sales report (DSR).

  • Update occupancy chart.

11. Lost & Found SOP

  • Immediately record the item with date & time.

  • Store non-valuable items for 90 days, valuables for 180 days.

  • Handover only after ID verification and signature.

12. Security & Safety SOP

  • Verify ID for all check-ins.

  • No anonymous visitors allowed in rooms.

  • Ensure fire exits are clear.

  • Report suspicious activity immediately.

  • Maintain emergency contact numbers at the desk.

13. Lobby Area SOP

  • Lobby must be clean, odor-free, and quiet.

  • Newspapers arranged neatly.

  • No internal staff should sit in the lobby.

  • Music volume should be soft.

14. Daily Front Office Checklist

  • Float cash checked

  • Shift handover updated

  • Log book filled

  • Lobby inspection done

  • Key control register updated

  • Guest requests completed

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