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Front Desk Operations

The front desk module handles guest interactions during their stay, including check-in, check-out, and room management.

Overview​

Front desk operations are the primary touchpoint between the hotel and guests. This module provides tools for efficient guest service.

Check-In Process​

Pre-Arrival​

  1. Review arriving reservations
  2. Pre-assign rooms based on preferences
  3. Prepare registration cards
  4. Verify payment guarantees

Check-In Steps​

  1. Locate Reservation

    • Search by confirmation number
    • Search by guest name
    • Search by arrival date

  2. Verify Identity

    • Request government ID
    • Scan or manually enter details
    • Capture ID image if required

  3. Confirm Details

    • Verify reservation details
    • Confirm rate and room type
    • Review special requests

  4. Assign Room

    • System suggests available rooms
    • Consider guest preferences
    • Check room status (clean/inspected)

  5. Collect Payment

    • Pre-authorize credit card
    • Collect advance if required
    • Apply deposit

  6. Complete Check-In

    • Generate registration card
    • Encode key card
    • Provide hotel information

Walk-In Handling​

For guests without reservation:

  1. Check availability
  2. Create new reservation
  3. Select rate (rack/walk-in rate)
  4. Complete standard check-in

Check-Out Process​

Standard Check-Out​

  1. Review Folio

    • Display all charges
    • Apply any discounts
    • Verify tax calculations

  2. Process Payment

    • Settle outstanding balance
    • Process refund if overpaid
    • Handle split payments

  3. Complete Check-Out

    • Update room status to dirty
    • Deactivate key cards
    • Print final folio
    • Request feedback

Express Check-Out​

For quick departure:

  1. Guest reviews charges via TV/mobile
  2. Charges billed to card on file
  3. Folio emailed automatically
  4. Room auto-released

Late Check-Out​

When guest requests extended stay:

  1. Check room availability
  2. Calculate late charges
  3. Apply charges if applicable
  4. Update expected departure

Room Operations​

Room Move​

When guest needs to change rooms:

  1. Select new room
  2. Transfer folio and charges
  3. Update reservation
  4. Encode new keys
  5. Notify housekeeping

Room Blocking​

Block rooms for:

  • Maintenance
  • VIP arrivals
  • Group pre-assignment
  • Special events

Out of Order/Service​

Out of Order (OOO)

  • Room not sellable
  • Removed from inventory
  • Requires maintenance

Out of Service (OOS)

  • Temporarily unavailable
  • Returns to inventory after period
  • Minor issues or inspection

In-House Operations​

Post Charges​

Post charges to guest folios:

  • Room service
  • Minibar
  • Telephone
  • Miscellaneous

Payments​

Record payments:

  • Cash
  • Credit card
  • Bank transfer
  • Company billing

Messages​

Leave messages for guests:

  • Wake-up calls
  • Visitor notices
  • Package arrivals

Reports​

Daily Reports​

  • Arrivals list
  • Departures list
  • In-house list
  • Room status summary

Shift Reports​

  • Cashier report
  • Payment summary
  • Charge posting summary