Training manual

1. Front Desk
First Impressions
Accomplishments Checklist
05226DVD01ENGE

2. © Copyright 2010—American Hotel & Lodging Educational Institute i
Accomplishments Checklist
Date:____________________
Based on work observations for:___________________________________________
(employee)
Instructions: Evaluate how well the employee performs these tasks in the
workplace.
Above Below
Average Average Average
Check-In
Greet the guest.
A. Make eye contact. □ □ □
B. Welcome the guest. □ □ □
Register the guest.
A. Verify guest’s reservation information. □ □ □
B. Create the registration record.
1. Ask the guest to verify the
information on the card. □ □ □
2. Point out the room rate on the card.
(Don’t say it out loud.) □ □ □
3. Ask the guest to sign the card. □ □ □
C. Assign the room and rate.
1. Make room assignments based on
guest’s needs. □ □ □
2. Accommodate/handle special requests,
when possible. □ □ □
3. Explain special marketing programs
offered by your property. □ □ □
D. Establish the method of payment.
1. Cash
a. Secure positive identification
(if required) and verify against
the registration card. □ □ □

3. © Copyright 2010—American Hotel & Lodging Educational Institute ii
Above Below
Average Average Average
b. Notify other departments
of guest's paid-in-advance status. □ □ □
2. Checks
a. Follow property's acceptance policy. □ □ □
3. Credit cards/debit cards
a. Check the expiration date. □ □ □
b. Compare signature to registration. □ □ □
c. Get authorization. □ □ □
4. Direct billing and master billing
a. Verify the account. □ □ □
E. Issue the room key.
1. Point the room number out to the
guest. (Don't say it aloud.) □ □ □
2. Give clear directions to the room. □ □ □
3. Mark the room on the guest’s property
map. □ □ □
4. Indicate location of preferred parking,
entrances, vending and ice
machines, and other amenities. □ □ □
5. Review security features with the guest. □ □ □
6. Conclude with a positive statement. □ □ □
7. Call guests 10-15 minutes after check-in
to make sure things are okay. □ □ □
Special Situations During Check-In
A. Handling busy situations.
1. Get help if more than three guests
are waiting. □ □ □
2. Acknowledge other guests in line. □ □ □

4. © Copyright 2010—American Hotel & Lodging Educational Institute iii
Above Below
Average Average Average
3. Know key contacts and the location
of additional help. □ □ □
B. Checking in groups.
1. Pre-register guests using information
provided at time of reservation. □ □ □
2. Assign rooms using correct procedures. □ □ □
C. Handling credit problems.
1. Treat the guest with courtesy and
respect—empathize. □ □ □
2. Explain your property’s policy in
easy-to-understand terms. □ □ □
3. Move the guest away from other guests
if the situation becomes tense. □ □ □
4. Follow card company and property
procedures if the card has been stolen. □ □ □
5. Offer phone to guest to speak with
credit card company. □ □ □
D. Tracking missing reservations.
1. Check spelling. □ □ □
2. Ask for confirmation number. □ □ □
3. Check under other names. □ □ □
4. Look under other dates/no-shows . □ □ □
5. Check company or group affiliation. □ □ □
6. Determine if the guest is at the right
property. □ □ □
E. Handling non-guaranteed reservations.
1. Know availability of accommodations
at other properties. □ □ □

5. © Copyright 2010—American Hotel & Lodging Educational Institute iv
Above Below
Average Average Average
2. Apologize for the inconvenience. □ □ □
3. Call other properties to secure
accommodations for the guest. □ □ □
4. Help the guest with transportation to the
other property. □ □ □
5. Encourage the guest to return at another
date. □ □ □
F. Walking a guest to other accommodations.
1. Know alternate property options/
costs—secure rooms elsewhere if
“walking” is forecasted. □ □ □
2. Know transportation options. □ □ □
3. Know your property’s policies. □ □ □
4. Empathize with the guest.
a. Apologize and reassure the guest. □ □ □
5. Take action.
a. Explain options. □ □ □
b. Make lodging arrangements once
guest decides. □ □ □
c. Offer phone to guest to inform
family/business contacts. □ □ □
d. Check for guest mail and messages. □ □ □
Service During the Stay
A. Providing information to guests.
1. Know property's facilities, services,
and hours of operation. □ □ □
2. Know meeting room locations. □ □ □
3. Know recreation facilities, times, costs. □ □ □

6. © Copyright 2010—American Hotel & Lodging Educational Institute v
Above Below
Average Average Average
4. Know local area events, restaurants,
businesses, recreation, etc. □ □ □
B. Giving directions.
1. Give street names. □ □ □
2. Use right, left, and straight directions
rather than north, south, etc. □ □ □
3. Describe any security concerns if
guests are walking. □ □ □
C. Handling mail, voice mail, messages,
incoming faxes.
1. Determine guest's status (registered,
due to check in, or checked out). □ □ □
2. Notify the guest promptly, following
property procedures. □ □ □
3. Note the mail, message, or fax on the
guest's reservation card. □ □ □
4. Follow the property’s procedure if
the guest has checked out. □ □ □
D. Understanding the telephone and other
communication systems.
1. Follow property's procedures to
receive and route calls (make sure
caller knows the guest’s name). □ □ □
2. Log and make wake-up calls. □ □ □
3. Monitor and set phone status
(do not disturb and restricted usage). □ □ □
4. Know operation of telecommunications
devices for hearing or speech impaired
guests. □ □ □

7. © Copyright 2010—American Hotel & Lodging Educational Institute vi
Above Below
Average Average Average
E. Suggesting/providing business and other
guest services and amenities.
1. Copies, faxes, etc. □ □ □
2. Laundry/dry cleaning □ □ □
3. Dining bars/lounges, room service,
vending, mini-bar □ □ □
4. Gift shops, newsstands □ □ □
5. Health clubs, golf courses, and
exercise rooms □ □ □
6. Pay-per-view television movies □ □ □
7. Valet parking and parking garages □ □ □
8. Entertainment (tours, casinos, etc.) □ □ □
9. Transportation arrangements/rentals □ □ □
10. Non-emergency medical assistance
and nearby walk-in clinics □ □ □
F. Maintaining guest folios.
1. Show proper use of manual/semi-
automated systems. □ □ □
2. Show correct use of computerized
systems. □ □ □
3. Demonstrate correct procedures for:
a. Split account folios. □ □ □
b. Master account folios. □ □ □
Checkout and Settlement
A. Ask the guest about the stay.
1. Maintain eye contact and attention. □ □ □
2. Use guest's name. □ □ □
3. Record and take action related to
comments/complaints. □ □ □

8. © Copyright 2010—American Hotel & Lodging Educational Institute vii
Above Below
Average Average Average
B. Ask the guest if there are any recent
charges. □ □ □
C. Post any outstanding charges. □ □ □
D. Present the guest folio and ask the guest
to review and verify the charges. □ □ □
E. Determine and process the method of
payment. □ □ □
F. Check for mail, messages, and faxes. □ □ □
G. Check for keys (room, safe, mini-bar). □ □ □
H. Offer additional help (transportation,
baggage, directions, etc.). □ □ □
I. Thank the guest for staying and ask him
or her to return. □ □ □
J. Update the room’s status. □ □ □
Special Situations
A. Follow correct procedures for:
1. Late checkout. □ □ □
2. Express checkout. □ □ □
3. Video checkout. □ □ □
4. Self checkout. □ □ □