Front office training

Service
Desk
Playbook

A consistent welcome, every shift.

A guest with a suitcase arriving at a calm hotel front desk
Service Playbook
A desk teammate greeting an arriving guest across the counter

The service
standard

Every guest leaves the desk welcomed, informed and looked after.

60sTo acknowledge each arrival
3Everyday desk habits
1Named owner per request
Service Playbook

Ready for the
first shift

Ten minutes of preparation makes the next eight hours calmer.

Walk the desk

Test the phone line and key printer.

Read the log

Open requests and today’s priorities.

Know escalation

Tonight’s duty manager and contacts.

A prepared front desk with notebook, lamp and screen
Service Playbook

Everyday desk habits

Three habits, in the same order, on every shift.

01

Greet

Acknowledge every arrival, even while on a call.

02

Verify

Confirm details from the screen, never aloud.

03

Guide

Explain the next step and how long it takes.

Service Playbook

The guest journey

Every stage has an owner, even on a quiet night.

Arrival

Welcome, verify and guide.

Stay

Respond with clarity and pace.

Follow-up

Close every promise made.

Service Playbook

A handover
that travels

Information should cross the shift change intact.

01

Read the log

Open requests and today’s priorities.

02

Name the owners

One person for each next action.

03

Close the loop

Confirm the next teammate understood.

Two desk teammates reviewing the handover log together
10 minOverlap at every shift change
Service Playbook

When a guest
raises a concern

22:40. A family booked twin beds and found one double.

Avoid

“That’s how it was booked. Nothing I can do.”

Say instead

“I’m sorry. A twin room, or a rollaway in fifteen minutes?”

Service Playbook

Quality you
can observe

Each standard names what good looks like and who checks it.

3Checks the shift lead runs weekly

Greeting

Acknowledged within sixty seconds.

Handover

Every open item confirmed aloud.

Follow-up

Closed in the agreed time and channel.

Service Playbook

Make the next shift a good one.

Prepare. Welcome. Follow through.

Before your shift

Read the log and tonight’s contacts.

At the desk

Greet within a minute; name the next step.

At handover

Confirm every open item aloud.

A sunlit hotel lobby with a guest checking in at the desk
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