User Guide: Front Desk Staff

For: Front Desk Agents, Receptionists, and Guest Service Agents Role: Front Desk Staff Last Updated: January 27, 2026

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Table of Contents

1. Role Overview
2. Getting Started
3. Daily Routine
4. Reservation Management
5. Guest Arrivals (Check-In)
6. Guest Departures (Check-Out)
7. In-House Guest Services
8. Group Bookings
9. Night Audit & Shift Closing
10. Troubleshooting

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Role Overview

As a Front Desk Agent at OLOW Hotels, you are the face of the property. You own the Guest Journey from the moment they book until they leave. Your primary tools are the Front Desk module (for bookings) and the Folio system (for billing).

Key Responsibilities

• Reservations: Managing bookings (New, Modifications, Cancellations).
• Reception: Checking guests in and out efficiently.
• Cashiering: Posting charges and collecting payments.
• Communication: Coordinating with Housekeeping and Maintenance.
• Concierge: Assisting with guest requests.

Module Access

• ✅ Front Desk - Full control over Bookings, Rooms, and Folios.
• ✅ Housekeeping - View room status (Clean/Dirty).
• ✅ Maintenance - Create tickets for reported issues.
• ✅ Guest Portal - Assist guests with self-service issues.
• ✅ SMS - Send ad-hoc notifications.

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Getting Started

Validating Your Shift

1. Log In using your credentials.
2. Check Drawer: Count your startup cash (float) and verify it matches the system.
3. Review Pass-On Log: Read notes from the previous shift regarding VIPs, issues, or pending tasks.

Dashboard Overview

Your command center shows:

• Arrivals: Guests expected today (Check-In).
• Departures: Guests leaving today (Check-Out).
• In-House: Current occupancy.
• Availability: Number of rooms sellable tonight.
• Alerts: VIP arrivals, Overdue checkouts.

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Daily Routine

Morning Shift (07:00 - 15:00)

1. Review Departures: Identify late check-outs or billing issues.
2. Room Assignment: Pre-assign rooms for today's arrivals (especially VIPs).
3. Housekeeping Sync: Verify "Ready" rooms match physical status.
4. Process Check-Outs: Handle the morning rush.

Afternoon Shift (15:00 - 23:00)

1. Process Check-Ins: Handle the arrival rush.
2. Verify Registration: Ensure all IDs and Payments are captured.
3. No-Show Check: Contact guests who haven't arrived by 6 PM.
4. Turn-Down: Coordinate evening service (if applicable).

Night Shift (23:00 - 07:00)

1. Night Audit: Run end-of-day reports.
2. No-Shows: Cancel remaining non-arrivals (as per policy).
3. Backup: Ensure system backups ran successfully.
4. Preparation: Print registration cards for tomorrow.

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Reservation Management

Creating a New Reservation

1. Navigate to Front Desk > + New Reservation.
2. Guest Profile: Search for existing guest (Phone/Name). Always search before creating new to avoid duplicates.
3. Dates: Select Check-In and Check-Out.
4. Room Selection:
   • Select Room Type (e.g., Deluxe King).
   • Select Rate Plan (e.g., Best Available Rate, Corporate).
   • Enter Occupancy (Adults/Children).
5. Billing:
   • Confirm Rate.
   • Collect Deposit (if required).
6. Confirm: Click Create Booking.
   • System Action: Sends confirmation SMS/Email.

Modifying a Reservation

• Date Change: Use "Modify Dates". Warning: Rates may recalculate based on new dates.
• Room Move: Use "Change Room Type" (before check-in) or "Room Move" (after check-in).
• Cancellation: Click Cancel Booking.
  • Required: Select a reason (e.g., "Guest Request", "Duplicate").
  • Policy: System will prompt to charge penalty if within cancellation window.

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Guest Arrivals (Check-In)

The "10-Second Check-In" goal:

1. Locate Booking: Search by Name or Confirmation Number.
2. Verify ID: Check Passport/ID against profile. Update if expired.
3. Registration Card: Print and have guest sign.
4. Payment Authorization:
   • Credit Card: Swipe for (Room Rate + Incidentals).
   • Cash: Collect full stay amount + Security Deposit.
5. Assign Room:
   • If not pre-assigned, click top available room (Clean status).
   • Tip: Avoid assigning "Inspected" rooms last if "Clean" ones are available.
6. Complete Check-In: Click Check In button.
   • System Action: Room status becomes OCCUPIED. Keys activate. Welcome SMS sent.

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Guest Departures (Check-Out)

1. Locate Booking: Search via Room Number.
2. Verify Consumption: Ask "Did you have anything from the minibar?"
3. Review Folio:
   • Present the bill (Screen or Print).
   • Verify all charges are accurate.
4. Settle Balance:
   • Click Pay Balance.
   • Select Payment Method (Cash, Card, Mobile, Loyalty Points).
   • Process transaction.
5. Complete Check-Out: Click Check Out button.
   • System Action: Room status becomes DIRTY. Keys deactivate. Thank You SMS sent.

CAUTION

Do not check out a guest with an open balance unless authorized by a Manager (Status: "Bill to AR").

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In-House Guest Services

Posting Charges (The Folio)

Guests may incur charges during their stay (Laundry, Transport, etc.).

1. Open Booking > Folio.
2. Click + Add Charge.
3. Category: Select Department (e.g., Laundry).
4. Amount: Enter value.
5. Description: "Pressing - Suit".
6. Save.

Handling Disputes

If a guest disputes a charge:

1. Investigate: Check the source (e.g., Restaurant signed chit).
2. Resolve:
   • If valid: Explain to guest.
   • If error: Void the charge.
3. Voiding:
   • Click the trash icon/void button on the line item.
   • Enter Reason: "Wrong Room Posting".
   • Never delete charges unless they were just created in error. Always Void for audit trail.

Room Moves

If a guest needs to change rooms (e.g., AC issue):

1. Open Booking.
2. Select Room Move.
3. Select New Room (Must be Clean/Inspected).
4. Reason: "AC Maintenance".
5. Confirm.
   • System Action: Old room marked DIRTY (or MAINTENANCE). New room marked OCCUPIED.

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Group Bookings

Handling large parties (Weddings, Corporate):

Master Folio vs. Individual Folio

• Master Folio: The Group Organizer pays. (e.g., Room & Tax).
• Individual Folio: The Guest pays. (e.g., Minibar, Laundry).

Routing Rules

You can set up auto-routing:

1. Open Group Dashboard.
2. Select Routing Rules.
3. Rule: "Route ROOM_CHARGE to Master Folio".
4. Result: Guests only see their extra charges on their personal bill.

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Night Audit & Shift Closing

Shift Handovers

1. Cash Count: Reconcile your drawer.
2. Print Shift Report: Shows all payments taken by you.
3. Drop Cash: Deposit excess cash to the safe/General Cashier.
4. Log Notes: Record any open issues for the next shift.

Night Audit (End of Day)

Performed by the Night Auditor (usually 2 AM):

1. Verify Postings: Ensure all outlets (Restaurant, Gym) are closed.
2. Run Rate Check: Ensure all occupied rooms have a valid rate.
3. Process No-Shows: Cancel and charge penalty.
4. Run End of Day:
   • Posts Room & Tax to all in-house guests.
   • Advances system date.
   • Generates Daily Revenue Report.

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Troubleshooting

Issue	Solution
System Offline	Use Manual Downtime Forms (Reg Cards/Receipts). Upload when back online.
Room Not Clean	Check with Housekeeping. If urgent, perform Room Move to clean room.
Overbooking	Check for "No-Shows". If full, implement "Walk Policy" (arrange stay at partner hotel).
Key Card Failure	Re-encode key. Verify check-out date hasn't passed.
Discrepancy	If Cash Drawer > System: Overage (Deposit it). If Cash < System: Shortage (Report it).

TIP

Always document "Why" you did something. Notes on bookings are your best friend during disputes.