Who this is for: front desk agents, receptionists, night auditors, and front office managers at any property who need a consistent, repeatable list of opening, service, and closing tasks for every shift.
A front desk checklist keeps shift handovers consistent so nothing gets missed between one agent clocking out and the next clocking in. It is one document organized by shift phase, not a set of separate formats. This page covers the full checklist plus property-type versions for the terminology and tasks that differ by operation.
What's Included in This Checklist
- Opening and shift handover tasks: cash float, system startup, desk setup, log review
- Daily operations and guest service tasks: check-ins, check-outs, phone handling, guest requests
- Closing and handover tasks: reconciliation, securing documents, shift summary for the next team
- A completed example shift log entry
- Property-type versions for hotel groups, motels, resorts, B&Bs, parks, and hostels
The Front Desk Checklist
Every shift breaks into three phases: opening, daily operations, and closing. Working through them in order keeps handovers clean regardless of property size.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Arrive 10-15 minutes early and review the previous shift's log book |
| Opening / Shift Handover | Count and verify the cash drawer float against the prior shift's closing balance |
| Opening / Shift Handover | Turn on and test the PMS, payment terminal, phone lines, and key encoder |
| Opening / Shift Handover | Restock desk supplies: pens, registration forms, key cards, brochures |
| Opening / Shift Handover | Check the lobby and reception area for cleanliness and proper lighting |
| Opening / Shift Handover | Review today's arrivals, VIP guests, and departures |
| Opening / Shift Handover | Check voicemail, email, and messages left by the previous shift |
| Daily Operations / Guest Service | Greet arriving guests promptly and confirm reservation details |
| Daily Operations / Guest Service | Verify ID, process check-ins, and issue key cards |
| Daily Operations / Guest Service | Answer phone calls within three rings and log detailed messages |
| Daily Operations / Guest Service | Handle guest requests, directions, or special accommodations |
| Daily Operations / Guest Service | Communicate maintenance or housekeeping needs to the right department |
| Daily Operations / Guest Service | Process check-outs and settle folios as guests depart |
| Daily Operations / Guest Service | Update the front desk log with notable events throughout the shift |
| Closing / Handover | Run the end-of-day report and reconcile cash and card payments against system totals |
| Closing / Handover | Secure sensitive documents, cash boxes, and confidential guest files |
| Closing / Handover | Confirm all arrivals for the day have checked in or been flagged as no-shows |
| Closing / Handover | Write a detailed shift summary noting unresolved issues for the incoming team |
| Closing / Handover | Tidy the front desk counter and log out of all software systems |
How Do You Use a Front Desk Checklist?
- Start each shift by reading the previous shift's log before touching the cash drawer or systems
- Work through opening tasks in order so nothing is skipped before guests arrive
- Check off guest service tasks as they happen through the shift, not retroactively at the end
- Reconcile cash and card totals before writing the shift summary, not after
- Hand the completed checklist and summary directly to the incoming agent, not just to a shared folder
Common Mistakes to Avoid
- Skipping the cash float count at shift start, which makes discrepancies impossible to trace later
- Leaving VIP arrivals or special requests buried in email instead of on the daily checklist
- Writing a vague shift summary ("all good") instead of noting specific unresolved issues
- Reconciling payments after logging out of the PMS instead of before
- Treating the checklist as optional on quiet shifts, which is exactly when small errors go unnoticed
Example
A morning agent arrives 15 minutes early, reads the night auditor's log noting one late check-in still pending, and counts the float against the previous balance. Through the shift, they check in six arrivals, field two maintenance requests to housekeeping, and process four check-outs. At close, they reconcile the day's cash and card totals, note the still-pending late arrival for the evening shift, and secure the cash box before logging out.
Front Desk Checklist by Property Type
Front desk work happens at every roommaster property type, but the specific tasks shift with the operation. Independent Hotels use the checklist above as-is. The other six are below.
Hotel Groups Front Desk Checklist
Adds tasks for syncing with the group's central reservation system and escalating multi-property billing to central accounting.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Review the previous shift's log for this specific property in the group |
| Opening / Shift Handover | Verify the cash float and confirm it matches group accounting standards |
| Opening / Shift Handover | Confirm PMS is synced with the group's central reservation system |
| Opening / Shift Handover | Check for any group-wide rate or policy updates issued overnight |
| Daily Operations / Guest Service | Greet guests and confirm reservation and loyalty program status |
| Daily Operations / Guest Service | Process check-ins and check-outs per the group's brand standards |
| Daily Operations / Guest Service | Escalate multi-property billing questions to central accounting |
| Closing / Handover | Reconcile the day's transactions against the group's centralized reporting |
| Closing / Handover | Submit the property's daily summary to the group office |
| Closing / Handover | Secure cash, documents, and log out of shared group systems |
Motel Front Desk Checklist
Leaner list for single-building, roadside properties with cash-heavy walk-in traffic and physical room keys.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Review overnight arrivals and any late walk-in requests |
| Opening / Shift Handover | Verify the cash float, since many motels run cash-heavy transactions |
| Opening / Shift Handover | Check exterior room doors and parking area for visible issues |
| Daily Operations / Guest Service | Greet walk-in guests and confirm room availability directly |
| Daily Operations / Guest Service | Process check-ins, collect ID, and issue physical room keys |
| Daily Operations / Guest Service | Log maintenance requests for individual room units |
| Closing / Handover | Reconcile cash and card payments for the shift |
| Closing / Handover | Confirm all room keys are accounted for or logged as outstanding |
| Closing / Handover | Lock the office and secure the cash box |
Resort Front Desk Checklist
Adds coordination with bell service, concierge, spa, and activities desks, since resort guests touch more departments per stay.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Review arrivals, VIP guests, and any package or activity bookings for the day |
| Opening / Shift Handover | Confirm the cash float and test payment terminals for on-site charges |
| Opening / Shift Handover | Check with activities, spa, and F&B desks for shared updates |
| Daily Operations / Guest Service | Greet guests and confirm reservation, package, and resort fee details |
| Daily Operations / Guest Service | Coordinate check-ins with bell service and concierge for luggage and orientation |
| Daily Operations / Guest Service | Route amenity, spa, and activity requests to the correct department |
| Daily Operations / Guest Service | Process check-outs including package and incidental charges |
| Closing / Handover | Reconcile cash, card, and room-charge postings from outlets across the resort |
| Closing / Handover | Confirm next-day activity and package bookings are flagged for the incoming shift |
| Closing / Handover | Secure documents and log out of all systems |
Bed & Breakfast Front Desk Checklist
Folds in breakfast service timing and dietary notes, since the innkeeper often runs both front desk and hospitality duties personally.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Review today's arrivals and any special requests (allergies, celebrations) |
| Opening / Shift Handover | Confirm breakfast service timing and any dietary notes for guests in-house |
| Opening / Shift Handover | Tidy the common area and check that guest information materials are stocked |
| Daily Operations / Guest Service | Greet guests personally and confirm reservation and room details |
| Daily Operations / Guest Service | Share local recommendations and answer questions about the property |
| Daily Operations / Guest Service | Note any housekeeping needs for individual rooms |
| Closing / Handover | Reconcile the day's payments and confirm tomorrow's breakfast headcount |
| Closing / Handover | Secure the property and lock up common areas for the night |
Parks (RV & Campground) Front Desk Checklist
Replaces room-based tasks with site and hookup tasks, run from an office or gatehouse rather than a lobby desk.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Review today's site arrivals, departures, and any long-stay guests |
| Opening / Shift Handover | Verify the cash float and test the payment terminal at the office/gatehouse |
| Opening / Shift Handover | Check site map board and hookup availability before guests arrive |
| Daily Operations / Guest Service | Greet arriving guests and confirm site/campsite assignment |
| Daily Operations / Guest Service | Process site check-ins including utility hookup and rules briefing |
| Daily Operations / Guest Service | Log maintenance requests for hookups, restrooms, or common facilities |
| Closing / Handover | Reconcile site fees, hookup charges, and cash for the day |
| Closing / Handover | Confirm tomorrow's site departures and hookup availability for the incoming shift |
| Closing / Handover | Secure the office and lock the gate or entry point |
Hostel Front Desk Checklist
Replaces room assignment with bed/dorm and locker assignment, and adds house rules and quiet hours to guest service tasks.
| Shift Phase | Task |
|---|
| Opening / Shift Handover | Review today's bed/dorm arrivals, departures, and group bookings |
| Opening / Shift Handover | Verify the cash float and confirm the common area is clean before guests are up |
| Opening / Shift Handover | Check locker and key availability for the day's check-ins |
| Daily Operations / Guest Service | Greet guests and confirm bed/dorm assignment and length of stay |
| Daily Operations / Guest Service | Process check-ins, assign lockers, and explain house rules and quiet hours |
| Daily Operations / Guest Service | Log maintenance or cleaning needs for dorms and shared bathrooms |
| Closing / Handover | Reconcile bed-rate charges and cash for the shift |
| Closing / Handover | Confirm bed availability for tomorrow's arrivals before the next shift starts |
| Closing / Handover | Secure the office, cash box, and lock shared storage areas |
Bottom Line
A consistent front desk checklist is what keeps shift handovers clean, whether your team is three people or thirty. If your front desk is still tracking float counts, arrivals, and shift notes on paper across multiple shifts, roommaster keeps reservations, folios, and housekeeping status in the same screen your agents already work in, so the handover is the system, not a separate sheet.
FAQs
1. What are typical front desk duties?
Greeting guests, processing check-ins and check-outs, answering phones, handling requests, and reconciling cash and payments at shift's end.
2. What are the 10 duties of a receptionist in a hotel?
Greeting guests, verifying reservations, processing check-ins and check-outs, answering calls, handling requests, coordinating with housekeeping and maintenance, managing keys, taking payments, updating the log, and preparing shift handovers.
3. What skills are needed for front desk?
Clear communication, attention to detail, basic cash and payment handling, calm problem-solving, and comfort working inside a PMS.
4. What is the 5S office checklist?
A workplace organization method (Sort, Set in order, Shine, Standardize, Sustain) sometimes applied to front desk area upkeep, separate from the shift task checklist on this page.
5. Where can you find a free front desk checklist template?
Use the checklist on this page directly, or export a version from your PMS if it tracks shift tasks automatically.
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