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A day at the front desk

Working one shift end to end: the checks before the doors open, arrivals, in-house service, departures, and what to leave the next shift.

Cập nhật lần cuối

Who this is for: Front Desk, Manager, Owner — the default Front Desk bundle carries every permission a shift needs: frontdesk.reservation.read, frontdesk.checkin, frontdesk.checkout, frontdesk.folio.post, frontdesk.payment.take and housekeeping.status.update. Where: Front Desk

One shift, in the order it happens. Each step names the page that documents it; what this page adds is the sequence, and the handful of places where the next hour depends on what you did in the last one.

Check what the night left you#

  1. Read the business date. The night audit rolled it, and the arrivals and departures lists key off it rather than off the wall clock. A desk working the wrong date is working yesterday's arrivals.
  2. Read the unassigned stays card on the room rack. Its count is the day's first work list, and auto-assign places most of it in one pass.
  3. Ask whether anything is held for mapping repair. A channel booking whose room or rate has no mapping never becomes a stay, so it is not on your arrivals list at all — see bookings from every channel. Reading that queue needs crs.booking.read and clearing it needs crs.channel.manage, and the default Front Desk bundle carries neither: it is a Manager's check, but it is the desk that meets the guest.

Quan trọng

A held booking is a guest who thinks they have a room. It is worth asking for once a morning rather than discovering it at the counter.

Work the arrivals#

  1. Give every arrival a room — the room rack. Do it early. Assignment is never gated on readiness, so you can plan the whole day at nine against rooms that will be clean by three; it is the check-in that waits.
  2. Check the guests in as they arrive — check a guest in. The guided flow takes the deposit and states the room's housekeeping status before you commit, which is where the readiness gate is met.
  3. Take walk-ins on the same screen — walk-ins. One flow makes the guest, the reservation and an already-in-house stay. It takes no deposit, so anything you collect at the counter is a separate step on Payments.

Serve the house#

  1. Post what guests consume — folios for an incidental or a correction, the ancillary catalog for the extras you sell against a stay.
  2. Let the outlets charge to rooms — the terminal. A check settled to a room lands on that stay's guest folio as an ordinary incidental, so it is yours to transfer, split or invoice with everything else. The stay has to be in house for it to work, which is one more reason step 5 happens promptly.
  3. Answer the channel inbox — guest messaging from OTAs, where a guest who booked through an OTA writes. It needs crs.messaging.read, so on most desks this is the Manager's screen.
  4. Keep the profiles clean — guest profiles, history and merging duplicates. Duplicates are born at the walk-in counter, when typing a fresh name is faster than looking one up.
  5. Keep the board honest if you are covering the floor — the room status board. A status you change there reaches the arrivals list with no refresh, which is the loop the desk and the floors run on all day.

Work the departures#

  1. Settle and check out — check a guest out. The balance gate refuses a departure with money owing; take the money, take part of it, or override deliberately.
  2. Settle the accounts the departure flow does not touch — a company or OTA folio on the same stay, or a group's master, is settled on Folios & Billing and Group Billing instead.
  3. Give money back on the folio that took it — taking payments and issuing refunds. A refund can raise a Verify it's you challenge, depending on your house's step-up policy; it is not an error.

Hand the shift over#

  1. Leave no arrival unassigned. The next shift inherits the card, and a late arrival with no room is the worst version of that.
  2. Leave every departed stay at zero, or say why. An override departs the guest and does not clear the debt: the folio stays open, and it comes back at the night audit and on receivables.
  3. Leave the board matching the floor. A check-out drops its room to dirty by itself; anything else you know about a room is only true on the board if somebody put it there.
  4. Say what you overrode. Readiness and balance overrides are per action and are recorded in the audit log — but the person taking the counter from you is not going to read it.

You're done when…#

The arrivals and departures lists for the business date are both clear, every stay that left is at zero or has a reason you can state, no stay is waiting for a room, and nothing on the room status board contradicts the floor.

What happens to the day you just worked is close the day: night audit checklist.

What's next#