Hotels · Onboarding & Training · Intermediate
Complete over the first 2 weeks. New agents shadow an experienced agent before handling guests alone. PMS training should be thorough — it's the tool they'll use for every interaction. Role-play complaint scenarios before they encounter real ones.
A structured training programme checklist for hotel front office managers onboarding new front desk agents. Covers property management system (PMS) operation, check-in and check-out procedures, reservation creation and modification, room assignment strategy, guest complaint resolution, cash and credit card handling, switchboard and message taking, and the brand service standards that define every guest interaction.
The front desk is the hotel's most guest-facing role — every interaction either builds or damages the guest relationship. A new agent who fumbles the PMS, can't process a late check-out, or freezes when a guest complains undermines the entire operation. This checklist ensures systematic training before the agent works unsupervised.
This checklist template is provided as a general-purpose resource and is not tailored to the regulatory requirements of any specific country, region, or jurisdiction. It is the responsibility of each organisation to review and adapt this template to ensure compliance with all applicable local laws and regulations. Miratag does not accept liability for any inaccuracies or omissions, or for any actions taken based on this template.
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