The front desk is the hotel's reception operation, handling check-in and check-out, payments, guest requests and problem resolution. It is the operational face of the hotel and the main human touchpoint of the stay.
Beyond greeting guests, the front desk operates the PMS constantly, assigning rooms, posting charges, managing arrivals and departures and coordinating with housekeeping. It is also a revenue point, upgrades and late checkouts sell best in person at the desk.
Technology is shifting the role rather than removing it. Online check-in, kiosks and mobile keys absorb the administrative part, freeing staff for service and sales. Hotels that automate the queue but keep the human attention typically score better on both efficiency and reviews.
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