Front Desk Operations – SOP Manual

The Front Desk Operations SOP manual, designed for hotel’s Front Office department, provides a general overview of tasks related to the basic daily activities carried out by the front desk teams of a hotel establishment, such as managing guest arrivals, their check-in/check-out, transferring them to their rooms, and settling their bills. This manual is brief and concise in its level of detail and basic in its difficulty, enabling newly hired staff to quickly understand their duties and responsibilities in receiving guests.

It includes 22 Standard Operating Procedures (SOPs), presented in an editable Word (.docx) format, consisting of 5,512 words within 33 pages.

This Pack includes the following Hotel Front Office SOPs:

FO 001 – Answering the Telephone
FO 002 – Complaint Handling
FO 003 – Department Induction
FO 004 – Escorting to Guest Room
FO 005 – Greeting Guest
FO 006 – Group Arrival
FO 007 – Hotel & Area Knowledge
FO 008 – Luggage Handling
FO 009 – Luggage Collection
FO 010 – Raising & Lowering of Flags
FO 011 – Room Change
FO 012 – Trolley Handling
FO 013 – Courier Service
FO 014 – Early Check-In
FO 015 – Group Check-In
FO 016 – Missing Reservation Check-In
FO 017 – Check-In
FO 018 – Check-Out
FO 019 – Bill Settlement (Cash)
FO 020 – Bill Settlement (City Ledger)
FO 021 – Bill Settlement (Credit Card)
FO 022 – Cashier Closing