Front desk

The desk works from the reservation. Before an arrival, the Front Desk Agent checks the guest party, unit and booked dates. The confirmed reservation supplies the context for an in-house stay; outlet bookings and service tasks can then point back to the same record. Staff can answer a guest’s question without assembling the stay from separate lists.

Imagine a guest who has a confirmed room reservation and a spa booking later that day. The agent opens the stay, checks the assigned unit and guest count, then reviews the linked outlet booking. If the guest asks for an extra service, the agent creates a task for the unit and reservation and assigns the appropriate staff member. The task has its own due date and progress status, so it can be followed after the conversation ends.

• Arrival preparation. Confirmed reservations show the guest, unit and stay dates for the desk’s daily review.
• In-house work. checked in reservations provide the reference for tasks, outlet activity and guest account questions.
• Departure. checked out marks the end of the stay; the unit moves into a separate cleaning handoff before reuse.

Finance Officer checks pending payments and draft charges before the account is treated as settled. The desk passes the reservation number to Finance Officer so both teams discuss the same stay.

Decide what the desk verifies when the guest arrives, who records a departure and how after-hours service requests reach assigned staff. Establish a written handoff for a unit still in Cleaning or Maintenance. Agree on how a group or company booking appears to staff when the named party differs from the person at the desk. Set a route to Finance Officer for disputed charges and payment references rather than changing a financial status during a guest conversation.

Use a confirmed stay with a restaurant booking, an open service task and a pending payment. Have a Front Desk Agent find the reservation, identify the guest and unit, and point to the linked booking. Ask the agent to assign the service request, then show how Finance Officer would review the payment. Finally, record departure and show that the room is held for cleaning. Rehearse a second case where the guest count no longer fits the assigned unit so the manager owns the change.

• Confirmed arrivals — Review who is expected and which unit is assigned.
• In-house stays — Find the stay behind a service or guest account question.
• Stay status board — Follow requested, confirmed, in-house and departed work by status.

Read arrival and service and guest account and departure.