Last week, the forum focused on improving efficiency and dealing with unexpected changes at the front desk. Members shared insights on streamlining check-in processes, managing last-minute schedule changes, and tackling the issue of incomplete pre-registration forms. These discussions highlighted the ongoing challenge of maintaining smooth operations while adapting to the dynamic nature of front desk work.
This Week’s Hot Topics
Training ideas for faster check-in
This thread explores various strategies to speed up the check-in process. Members are discussing training techniques that can help new and seasoned staff alike improve efficiency. Read more here
Filling gaps after last-minute cancellations
Handling cancellations can be tricky. This discussion covers creative solutions for filling those unexpected gaps in the schedule, ensuring a smooth workflow. Read more here
Half-done pre-reg slows check-in
Here, members are tackling the issue of incomplete pre-registration forms that delay the check-in process. Suggestions for encouraging full completion are being shared. Read more here
That’s all for this week. Thanks for staying engaged and contributing to these important conversations. Looking forward to seeing more of your valuable input next time.
I’ve had good results sending a 20‑minute ‘on your way?’ text via our PMS; if they reply YES the autoresponder links the pre‑reg and says ‘have your ID and card ready,’ which cuts the scramble at the desk. Small caveat: it only works with SMS consent; otherwise I just say to the queue, ‘If you’ve pre‑registered, open that email now,’ and a few finish before they reach me.
We pre-key any arrival with finished pre-reg at 2 pm and file the envelopes A-Z; when they arrive it’s “ID, tap, key in hand” and they’re gone in about 30 seconds. @taylor_m82’s text nudge pairs well, just make sure to audit unclaimed envelopes at 8 pm so you don’t have zombie keys lying around — does anyone else batch at a different time?
We added a tiny USB ID scanner at the desk; I tell guests ‘scan while I print your keys,’ and check-ins feel like a pit stop at under 40 seconds. Caveat: glare can trip the OCR, so we use a matte sleeve to keep it fast.
Quick win for us: we trained a 15‑second ‘parallel’ script — ‘I’m pulling up your booking while you tap to pay; can I confirm the best phone number?’ It covers the incomplete forms piece from last week and keeps hands moving instead of waiting. Caveat: declines at the desk drive me nuts, so we run a $1 pre-auth at 2 pm to catch problem cards early.
I started using a half-sheet ‘arrival slip’ with just two blanks (phone and plate); as soon as they step up I say, ‘While I make your keys, could you jot these?’ It cleans up missing details without slowing the handoff, though I skip it if the guest’s in a hurry — no one wants homework at the counter.