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Front Desk Agent Check List
Morning Shift
Description
Arrive in back office 15 minute before the start of the shift with standard grooming attire and make up (for ladies)
Attend daily Line-up and ensure we are aware of the events, promotion and today’s VIP etc
Print & file hard copy of Front Desk Back Up report which consist of :
• FDA Reports
• B170 (Arrival by Name with Room Status)
• B104 (Today’s arrival with preferences, profile notes, comments all ticked)
• A120 (Guest in-house with preferences, profile notes, comments all ticked)
• D 142 (Pre authorization credit card expiring date for long stay guest)
Check cleanliness of working area
Check all Front Desk equipments ( computer, printers, EDC machines, etc.) are complete & works properly
Check Front Desk supplies availability (pens, letterhead, A4 paper, Room key,key card, bill cover, etc.)
Handover with Overnight shift to ensure the smooth transition from the night to morning shift which includes the followings :
• Housebank (make sure total balance IDR tba) and Official Receipt (OR) is available on hand
• Any pending matters related to guest service & hotel operation that need follow-ups (handover Logbook)
Complete A106 Credit limit report from DM
Check Open folio today and resolve it whenever possible (Open folio can only sit Max. 2days)
Check expected departure today, guest’s billing comments & ensure that all the outstanding bills are covered by sufficient amount of
deposit and check Due Out guest departure time P112
IF house running above 90% Check 6PM release status and email it to Sales department and Reservation department (cc each departmen
head on the email)
(If haven’t been sent by overnight shift)
Check hotel’s occupancy, Check Room availability for today (make strategy for Upsell) & Check Room Rate on MARSHA and website then
send the details to Front Office Department through email
Monitoring incoming email on regular interval (every 10 min) and follow up every inquiry accordingly
Assisting guest with check-out & check-in and other inquiries in timely manner
Check Today’s arrival (Room assignments, cashier comments, Preferences, Profile notes, traces, GL, TA voucher, WB acknowledgement,
Daily details, Rewards member, STAR guest, etc) Ensure every request had been placed
B104, tick all above
Monitoring room readiness in line with arrival time and communicate Any changes of room blocking should be inform to HK and GRA &
Rooms Comtroller
Check Registration Card checked in today / Update the profile and Merge duplicate if needed, Please give to the Supervisor to check and
sign the Confirmed by column before placing them to the RC dockets
Fill in APOA report
(If not possible please handover to Afternoon shift to place the checked and signed RC to it’s RC dockets)
Fill in Credit Card Release report for all guest checked out today
Checking next day arrival (up to 2 days ahead) (check cashier comments, preferences, traces, alerts, profile notes, STAR, Reward member,
merge profile when needed) and please follow up any request accordingly and ensure every GL, TA voucher, CCAF, Comp form, etc is
obtained prior to guest arrival
Cashier balancing and closure & House bank Audit make sure your House bank is IDR tba.-
Submit guest preferences to GRO
Handover to Afternoon shift (communicate Logbook and also group)
Clean as you go
Check Remark
Yes No
Front Desk Agent Task List
Middle Shift
No Description Check
Yes
1 Check Open folio today and resolve it whenever possible (Open folio can only sit Max. 2 days)
Checking next day arrival (up to 3 days ahead) (check cashier comments, preferences, traces,
alerts, profile notes, STAR, Reward member, merge profile when needed) and please follow up
2 any request accordingly and ensure every GL, TA voucher, CCAF, Comp form, etc is obtained
prior to guest arrival
Ensure to do CARDVER on every GTD arrival if house is running above 90%. and update on
OPERA system and comment accordingly
Please do verify IDR _____ up to 7day and do CARDVER on Personal Account, [Link],
3 Corporate Rate, up to the next 2 days arrival (2days cancellation policy) and update on OPERA
system and comment accordingly
check and do sale for Advance Booking Rate tba
4 Distribute Refund report and VCS get all signature from leaders before submitting to finance
5 Checking and send incidental Reminder
6 Weekly check RC Inhouse guest (using RC c/i List)
7 Check today RC Check In
Remark
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Front Desk Agent Check List
Afternoon Shift
Description
Arrive in back office 15 minute before the start of the shift with standard grooming attire and make up (for ladies)
Attend daily Line-up and ensure we are aware of the events, promotion and today’s VIP etc
Print & file hard copy of Front Desk Back Up report which consist of :
• FDA Reports
• B170 (Arrival by Name with Room Status)
• B104 (Today’s arrival with preferences, profile notes, comments all ticked)
• A120 (Guest in-house with preferences, profile notes, comments all ticked)
• D 142
Check cleanliness of working area
Check all Front Desk equipments ( computer, printers, EDC machines, etc.) are complete & works properly
Check Front Desk supplies availability (pens, letterhead, A4 paper, Room key,key card, bill cover, etc.)
Handover with Morning shift Club Concierge to ensure the smooth transition from the night to morning shift which includes the followings
• Housebank (make sure total balance IDR _____) and Official Receipt (OR)
• Any pending matters related to guest service & hotel operation that need follow-ups (handover traces)
Complete A106 Credit limit report from DM
Check Open folio today and resolve it whenever possible (Open folio can only sit Max. 2days)
Save softcopy of B172 report for today’s Rewards arrival
Save softcopy of A114 report for today’s Mobile check-in (X2) and Mobile check-out (X3)
Check remaining Due out for today P112, ensure guest are check out in time and Late Check-out request granted/charged accordingly
Check hotel’s occupancy, Today’s rate and room availability and make strategy for Upsell
Check Today’s arrival (Room assignments, cashier comments, Preferences, Profile notes, traces, GL, TA voucher, Marsha copy, WB
acknowledgement, Daily details, Rewards member, STAR guest, etc) Ensure every request had been placed
B104, tick all above
Monitoring room readiness in line with arrival time and communicate Any changes of room blocking should be inform to HK and GRA
Assisting guest with check-out & check-in and other inquiries in timely manner
Monitoring incoming email on regular interval (every 10 min) and follow up every inquiry accordingly
MOBILE GUEST SERVICE :
a. Monitoring Mobile guest check-in on regular interval (15 min) A114 Pref: X2 or Pre-Reg arrival
b. Monitor Control Panel for Mobile Check inRequest and Process in Control Panel and assign the guest ready roos according to the arriv
requested
c. Transfer Relevant Information from Control Panel to Opera PMS System ( Update Email Address, Late CO Time, Special Request code )
d. Monitoring Mobile guest check-out on regular interval (15 min) A114 Pref: X3
e. Monitor the control panel for mobile check out Request and process in Control Panel
f. Process check out in the PMS system, notify housekeeping if necessary
Do room assignment and checking next day arrival (up to 3 days ahead) (check cashier comments, preferences, traces, alerts, profile notes
Reward member) and please follow up any request accordingly and ensure every GL, TA voucher, CCAF, Comp form, etc is obtained prior t
arrival
Ensure Early arrival request for next day is well placed in line with Late departure request for in house guest.
Ensure to do CARDVER on every GTD arrival if house is running above 90%. and update on OPERA system and comment accordingly
Please do CARDVER on [Link] up to the next 2 days arrival (2days cancellation policy) and update on OPERA system and comment
accordingly
Check Registration Card checked in today / Update the profile and Merge duplicate if needed, Please give to the MOD to check and sign th
Confirmed by column before placing them to the RC dockets
Fill in APOA report
(If not possible please handover to Overnight shift to place the checked and signed RC to its RC dockets)
Ensure you have enrolled RC Rewards at least 5 guest today
Place all supporting bills from hotel outlets into correct docket. Make sure correct room number and guest name, if any
Cashier balancing and closure & House bank Audit make sure your House bank is IDR tba.-
Submit guest preferences to GRO
Handover to Night shift (communicate Traces and also group)
Clean as you go
Check Remark
Yes No
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Front Desk Agent Check List
Overnight Shift
Description
Arrive 15 minute before the start of the shift with standard grooming attire and make up (for ladies)
Attend daily Line-up and ensure we are aware of the events, promotion and today’s VIP etc
Check summary and audit report and ensure it is balance before do Settlement closing for EDC machines
Handover with Afternoon shift Club Concierge to ensure the smooth transition from the night to morning shift which includes the followin
• Housebank (make sure total balance IDR tba) and Official Receipt (OR)
• Any pending matters related to guest service & hotel operation that need follow-ups (handover traces)
Print & file hard copy of Front Desk Back Up report which consist of :
• FDA Reports
• B170 (Arrival by Name with Room Status)
• B104 (Today’s arrival with preferences, profile notes, comments all ticked)
• A120 (Guest in-house with preferences, profile notes, comments all ticked)
• D 142
Print A138 check RC check in today makesure all complete in docket
Rate check A142 (thick block and choose: check in, due out, walk in at reservation status) then print it, and make the report
Check cleanliness of working area
Check all Front Desk equipments ( computer, printers, EDC machines, money counting machine, etc.) are complete & works properly
Check Front Desk supplies availability (registration card, pens, letterhead, A4 paper, room key, key card, etc.)
Check Early Departure Log ensure to monitor and communicate with other Department such as Butler, Guest service, IRD for any early dep
arrangement : wake up call, Breakfast box, Transportation
Ensure a smooth and hassle free early departure experience
Assisting guest with check-out & check-in and other inquiries in timely manner
Monitoring incoming email on regular interval (every 10 min) and follow up every inquiry accordingly
MOBILE GUEST SERVICE :
a. Monitoring Mobile guest check-in on regular interval (15 min) A114 Pref: X2 or Pre-Reg arrival
b. Monitor Control Panel for Mobile Check inRequest and Process in Control Panel and assign the guest ready roos according to the arriv
requested
c. Transfer Relevant Information from Control Panel to Opera PMS System ( Update Email Address, Late CO Time, Special Request code )
d. Monitoring Mobile guest check-out on regular interval (15 min) A114 Pref: X3
e. Monitor the control panel for mobile check out Request and process in Control Panel
f. Process check out in the PMS system and populate X3 in special service code section, notify housekeeping if necessary
Management report rewards redemption j146
Check No Show reservation
Check hotel’s occupancy, expected arrival & expected departure for the following day (including VIPs & Groups)
Check credit limit list and ensure that the outstanding bills for all in-house guests are covered by sufficient amount of deposit
J146 A140 B172 D142 AC003
Complete A106 Credit limit report from MOD
Check Open folio today and resolve it whenever possible (Open folio can only sit Max. 2days)
Check Departure today, ensure billings are all correct, room rate, benefit, Deposit is sufficient
Please do city ledger and or Package allocation according to cashier comment o ensure a smooth Check out experience for tomorrow
Communicate to HK,ENG & GRA fo
Check today’s arrival (check cashier comments, preferences, traces, alerts, profile notes, STAR, Reward member) and please follow up any
accordingly and ensure every GL, TA voucher, CCAF, Comp form, etc is obtained prior to guest arrival
Prepare the Daily details, WB rate acknowledgement, GL, TA voucher, CCAF for all today arrival
Ensure to do CARDVER on every GTD arrival if house is running above 90%. and update on OPERA system and comment accordingly
Please do CARDVER on [Link] up to the next 2 days arrival (2days cancellation policy) and update on OPERA system and comment
accordingly
(if still not done by afternoon shift)
Check 6PM release status for today and email it to Sales department and Reservation department (cc each department head on the email
house running above 90%
Check Registration Card checked in today / Update the profile and Merge duplicate if needed, Please give to the MOD to check and sign th
Confirmed by column before placing them to the RC dockets.
Fill in APOA report
(If not possible please handover to Morning shift to place the checked and signed RC to it’s RC dockets)
Last check for APOA report and crossed check to ensure all foreign guest arrived today had been well placed in APOA report
Submit all supporting bills from hotel outlets into correct docket
Cashier balancing and closure & House bank Audit make sure your House bank is IDR 2.000.000.-
Send Credit card release email to BCA
Handover to Mornig shift (communicate Logbook and also group)
Clean as you go
Check Remark
Yes No