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Hotel Front Desk Check-In Checklist

by Irina Vladu, from the Community

This hotel front desk check-in checklist helps teams deliver consistent, guest focused arrivals. It covers acknowledging guests in line, welcoming mobile check in users, confirming room type and payment, recognizing loyalty program tiers, offering upgrades and confirming late checkout where applicable. It guides discreet room number delivery, key and key packet preparation, and luggage assistance. It sets expectations for check in duration, branded collateral, professional conduct, service language, and proactive help. It also outlines owning guest issues, resolving requests quickly, and providing personalized, anticipatory service to create a positive emotional experience.

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Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

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JW Front Desk Arrival Experience Checklist
A practical hotel front desk arrival checklist for JW properties to deliver a smooth, guest focused check in. It covers proactive lobby assistance, warm greeting, posture and grooming, mobile check in support, verification of stay details and payment, recognition of Marriott Bonvoy tiers with upgrades and lounge access, discreet room number and key handling, luggage assistance, five minute check in standard, error free room readiness, brand collateral, ownership of requests using the LEARN approach, clear directions, personalized and anticipatory service, name usage, and a warm close. Includes an emotional engagement rating and signage standards.
by Tashya Madan, from the Community
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Template
Front Desk Arrival Experience Checklist
This JW Marriott front desk arrival experience checklist guides lobby and front desk associates to deliver consistent, exceptional service. It covers proactive lobby assistance, Lobby Ambassador escort and introduction, visible management presence at peak times, and timely guest acknowledgment. It details greeting standards, mobile check in language, professional appearance, and verification of departure date, room type, and payment. The checklist ensures Marriott Bonvoy recognition, upgrades, lounge access, and late checkout confirmations for eligible elites. It includes internet assistance, mobile key delivery, discreet room number communication, luggage assistance, five minute check in timing, and error free arrivals. Standards include branded collateral, Hop to It service pace, LEARN issue resolution, appropriate verbiage, confident and knowledgeable interactions, open palm wayfinding gestures, personalized and anticipatory service, use of guest name, warm closing, emotional engagement rating, and signage compliance.
by Tashya Madan, from the Community
Downloads: 10+
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Template
W Rome Front Desk Check In Audit Checklist
This internal audit checklist supports the W Rome front desk team in delivering a consistent and exceptional check in experience. It covers greeting and acknowledging waiting guests, identifying first time stays, confirming nights and departure, thanking mobile key users, verifying room type and special requests, offering relevant upsells, and confirming method of payment. It guides Bonvoy recognition and upgrade language, check out time for elite members, luggage assistance, discreet room number communication, key handling standards, anticipatory service offers such as dining and transportation, and clear guidance when rooms are not yet ready with suggestions and estimated wait times.
by Raphael Fuchsbichler, from the Community
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Template
Front Desk Arrival Phase Checklist
This front desk arrival checklist helps hotel teams deliver a polished, guest-centric check-in. It covers warm welcomes, situational greetings, posture and professionalism, and anticipatory service. Steps include locating reservations in the PMS, confirming stay details, recognizing and upgrading loyalty members when applicable, and offering enrollment. It outlines explaining club lounge access, daily defining moments, resort activity package inclusions, and Ritz Kids check-in. Operational requirements include assigning the correct room, securing payment, discreetly providing room numbers and keys, confirming email for eFolio, and offering escorts. The checklist reinforces brand standards for collateral, proactive problem resolution, personalized service, and efficient check-in targets under eight minutes.
by Orion Pritchett, from the Community
Downloads: 10+
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Hotel Front Desk Check-In Checklist

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