A smooth shift begins with a clear, consistent checklist.
Introduction: Why Shift Checklists Matter
At any hotel, the front desk is the heartbeat of operations. It’s the first point of contact for guests and the command center for coordinating housekeeping, maintenance, and guest services. A missed task at the desk can ripple out across the entire property—leading to guest complaints, financial discrepancies, or lost productivity.
That’s why checklists are invaluable. They create consistency, reduce errors, and give staff confidence that nothing will be forgotten. Whether it’s the start of a busy morning, the middle of a high-turnover afternoon, or the close of a long day, a shift checklist keeps your team aligned and efficient.
Below you’ll find ready-to-use checklists for opening, mid-shift, and closing duties at the front desk.
Opening Checklist (Start of Shift)
The goal of opening is to set the tone for the day—organized, informed, and ready for arrivals.
- Log into systems: Reservation and property management software (PMS), phones, and card readers.
- Review arrivals, departures, and special requests: Check reports and the logbook for VIPs, group bookings, or guest notes.
- Prep desk and lobby: Tidy the front desk, stock supplies (pens, key cards, registration slips), and ensure signage is in place.
- Verify room status: Confirm housekeeping updates and room availability in the PMS.
- Check communications: Review emails, messages, and any faxes for urgent guest needs.
- Team coordination: Touch base with housekeeping and maintenance to align on early check-ins or rooms needing attention.
Think of this as “stage-setting”—it ensures the front desk is ready to welcome guests with professionalism from the first check-in.
Mid-Shift Checklist (During Operations)
The middle of the shift is about keeping things flowing smoothly. Staff should balance guest-facing service with behind-the-scenes coordination.
- Greet and check in guests: Verify ID, process payments, and issue keys with a warm welcome.
- Handle guest inquiries: Answer calls and emails promptly, offering solutions and information (Wi-Fi, amenities, local recommendations).
- Manage reservations: Process new bookings, cancellations, and modifications in real time.
- Monitor arrivals and departures: Stay ahead of early check-ins or late checkouts to keep housekeeping on track.
- Track room inventory: Update PMS with accurate room status as housekeeping finishes.
- Problem-solve guest issues: Handle complaints or requests professionally and escalate when needed.
- Keep area tidy: The front desk and lobby should always look presentable.
This is the most visible part of the shift, where guest satisfaction is either won or lost. The checklist helps staff stay on top of both service and admin tasks.
Closing Checklist (End of Shift)
The close is about accuracy and handoff—tying up the day’s loose ends and preparing for the next team.
- Balance accounts: Reconcile cash drawer, credit card transactions, and report any discrepancies.
- Log unresolved issues: Document guest concerns, pending maintenance, or special requests for the next shift.
- Update room inventory: Mark all departures, no-shows, and late check-ins in the PMS.
- Address communications: Reply to or forward any outstanding emails, calls, or guest notes.
- Clean and secure desk: Organize paperwork, lock up supplies, and ensure sensitive information is secured.
- System shutdown: Log out of software, shut down computers, and lock cabinets.
- Final walk-through: Make sure lobby and desk areas are guest-ready for the next morning.
Closing well means the incoming team starts fresh—no surprises, no scrambling.
Final Thoughts: Small Steps, Big Consistency
A checklist may feel basic, but it’s a frontline tool for guest satisfaction, operational efficiency, and staff confidence. By structuring front desk duties into open, mid, and close checklists, hotels can reduce errors, improve guest experiences, and make every shift more predictable.
👉 Want a printable version? Download our Front Desk Checklist Template (coming soon on Etsy) to share with your team.
Frequently Asked Questions
Why do front desk checklists matter so much?
They reduce errors, create consistent service, and keep arrivals, departures, payments, and housekeeping coordination on track every shift.
What belongs on the opening checklist?
Log into PMS and devices, review arrivals/departures/special requests, tidy and stock the desk, confirm room status with housekeeping.
What’s an easy mid-shift win?
Scan the arrivals list for potential early rooms, align with housekeeping, and pre-assign replacements for out-of-order rooms.
What’s critical on closing?
Balance cash/settlements, close batches, finalize no-shows with policy, secure keys and reports, and leave the desk stocked for the next shift.