emerit Front Desk Agent cheat sheet

Front Desk Agent Occupational Duties

• Core duty set: registration and check-in, room assignment, key issuance, check-out and billing, cashiering, telephone and message handling, guest information and concierge referrals, complaint resolution, and security awareness.

• Check-in decision rule: verify identity and reservation details, confirm rate and departure date, obtain payment authorization or deposit, assign room, issue key, then deliver property information; do not release a room number or key before identity and payment steps are complete.

• Room assignment logic: match room type and bedding to the reservation, honor confirmed preferences where inventory allows, prioritize accessible rooms for guests with accessibility needs, and flag VIP, loyalty, group, or special-occasion stays for added attention.

• Registration record contents: guest name, contact details, address, identification reference, arrival and departure dates, room number and rate, payment method and authorization, preferences, and any special requests or alerts.

• Payment handling rule: obtain authorization before issuing the key, state the estimated total and incidental hold, explain the deposit or prepayment applied, and never quote a final folio total before charges are posted.

• Cashiering controls: count the drawer at shift start and end, record each transaction, keep receipts for every payment, secure cash and card slips, and escalate discrepancies to a supervisor rather than adjusting records alone.

• Check-out sequence: confirm the room number and departure, review the folio for accuracy, settle the balance, provide a receipt, retrieve keys, ask about the stay, and update the room status for housekeeping.

• Communication standards: answer calls promptly with the property name and your name, take complete messages with caller name, time, and return contact, and log guest requests with a time stamp for follow-up.

• Safety and security duties: control key access, avoid disclosing guest names or room numbers to third parties, report suspicious activity, know emergency procedures and exits, and follow privacy rules when handling guest data.