Front Desk Training Checklist

FRONT DESK TRAINING CHECKLIST

Day 1

• Resort Overview & Tour______
  1. Introduction of Management______
  2. Policy & Procedures______
  3. Corporate Information______
• Front Desk Overview______
• Company website overview
• Inventory Stocking______
• Mail/Fax Procedures______
• Help Desk ______
• Front Desk & Sales Relationship______

New Employee Initials: ________

Training Coach Initials: ________

Day 2

• Review of day 1______
• Telephone Etiquette______
  • Connecting calls______
  • Resort extensions______
• Making Keys ______
• Connecting door keys______
• Housekeeping Services______
• Front Desk Mail Procedures______
• Review A.M & P.M checklist______
• Bank Issues/Audit______
• Petty Cash______

New Employee Initials: ________

Training Coach Initials: ________

Day 3

• Computer Navigation______
• Microsoft Login______
• RCC Login______
• Register Functions______
• Guest review importance
• Printing Reports:

All listed on am & pm checklist

New Employee Initials: ________

Training Coach Initials: ________

Day 4

• Review of day 3______
• Understanding reservation and folio number
• Reservation Types:
  F1. Transients______
  F2. Owner Confirmed______
  F3. Owner Non-confirmed______
  F4. Developer Use______
  F5. Exchange______
  F6. Internal Exchange______
  F8. Lockout______
  F9. Wholesaler______

• Matrix Overview______

New Employee Initials: ________

Training Coach Initials: ________

Day 5

• Review of day 4______
• Check-in Process______
  1. Greet guest with eye contact and welcome with a friendly smile
  2. Conform Guest reservation (I.D required)
  3. Verify guest reservation information (C/I and C/O date, room type, balance owed)
  4. Credit Card Authorization for deposit_____
  5. If applicable collect balance owed
  6. Sign Registration Card & Collect license plate #
  7. Make Keys (max.4)_____
  8. Prepare welcome guide (ensure room number on map matches room displayed on guest folio)
  9. Verify all information has been collected (# of guest, name of additional guest, addresses, phone numbers)______
  10. Make sure room # and initial is written at the top right hand corner of the registration card______

New Employee Initials: ________

Training Coach Initials: ________

Day 6

• Review of day 5______
• Interval International relationship/RCI______
• Upgrades______
• O.P (Guest on Property)______
• Moves & Stay-overs______
• Walk-ins______
• Review of LVC website

New Employee Initials: ________

Training Coach Initials: ________

Day 7

• Review of day 6______
• Check-out Process______
• Posting Codes:
  1. Charging_____
  2. Crediting_____
  3. Payment_____
• Shift Report______
• Cash drop procedures

New Employee Initials: ________

Training Coach Initials: ________

Day 8

• Review of day 1 through 7______
• Test on Matrix overview_______
• Test on Reservation Type overview____
• Test on room types
• Review commonly used posting codes
• Shadow for check-in
• Shadow for check-out
• Overview of soft skills
• Overview of hard skills

I have completed my training for the Front Desk. All items on this training checklist have been explained, reviewed, and put into practice. I’ve also been given the opportunity to ask any questions when needed. I am now ready to fully join the Front Desk Team.

Employee Name______________________                   

Date_______________________________

Training Coach_______________________