If a survey were conducted 20 years ago to assess the future role of front desk staff, most people would have predicted that the job would become less relevant because of technological advancements. Yet, when we look at their position today, it is clear that technological advancements cannot replace the personal rapport established from the front desk staff. The success of the hotel and the satisfaction level of its customers depend on the interaction between the front desk staff and the customers. Smart hotel managers know that proper hotel training is the key to achieving front desk success. If you plan to provide the front desk team with training, here is a front desk training checklist to help you prepare your training plans:

Pre-arrival Planning                   

When calling the guest for booking or when taking a reservation, does the front desk employees properly document their special needs and request?

Do they check the day’s arrivals before blocking the rooms?

Do they look for familiar names on the guest list so they can greet the guest by their name before it is provided?

Welcoming the Guest Properly

Is the front desk staff trained to properly welcome the guest upon arrival?

What remark do they use to welcome the guest?

Do they simply ask “Checking in” or use a more cordial remark to welcome the guests?

Recognizing Meetings and Functions

Do the front desk employees read through the event list so they are familiar with the events and functions held that day?

Guest Empathy

Is the front desk trained to understand why guests stay at your hotel?

Do they know the purpose of the visit?

Have they made an effort to understand the frustrations guests have encountered en route, and what they can do to turn things around for the guest?

Provide Tips

Have you trained the team to provide tips such as shortcuts to well-known destinations, how to avoid traffic, points of interest in the city, and the best dining and entertainment options in the city?

Dealing with Special Needs

Is the front desk employees trained to deal with guests with special needs?

If the guest is suffering from a medical condition, do they know where the guest can buy or rent a medical device?

Are they trained to deal with medical emergencies such as CPR and choking?

If your training plan includes all the items in this checklist, you can provide the employees with all the tools they need to create a pleasant and memorable experience. This will encourage guests to write positive reviews on social media and improve the reputation of your hotel.