Front Desk Training For Motel & Small Hotels

A Day at the Front Desk: Motel Operations Training with GuestPoint PMS

Managing the front desk at a small motel is more than just checking guests in and out — it's the heartbeat of daily operations. Whether you're a new receptionist, an aspiring motel manager, or part of a growing family-run property, this training guide will walk you through a typical shift using GuestPoint PMS to streamline your workflow.

🛎️ Morning: Reviewing Activity & Guest Departures

Your day starts with reviewing overnight activity — emails, voicemail requests, and system alerts. Common early tasks include:

• Checking voicemail for guest issues or arrival requests

• Processing check-outs from after-hours key drop

• Updating housekeeping lists based on actual departures

By clearing these early, your housekeepers get accurate room lists, and you reduce delays in room turnover.

🧾 Allocating Rooms & Managing Requests

Using GuestPoint's Reservations and Housekeeping Forecast reports, you can:

• View today's arrivals and spot special requests

• Allocate guests into the most suitable rooms

• Adjust assignments based on preferences (e.g., quiet room, rollaway bed)

For example, if a guest with a toddler requests a rollaway bed, assigning them to a room that already has one saves time and reduces wear and tear from moving beds.

✍️ Booking Notes & Communication

One key to smooth motel management is clear internal notes. GuestPoint allows:

• Guest Profile Notes (e.g. allergy to feathers, room preference)

• Housekeeping Notes (e.g. deep clean request, no feather bedding)

• Internal Booking Notes (e.g. pay on arrival, do not move)

By noting and dating all updates, your team stays informed across shifts.

🛏️ Handling Special Cases

From complimentary upgrades to recovery after a bad stay, thoughtful action makes a difference. Some examples:

• Offering a guest a Queen Suite instead of a Queen Room due to a prior complaint

• Preparing wine or a handwritten note for returning guests

• Blacklisting guests who have caused property damage — with clear, dated notes in their profile

🧹 Allocating Housekeepers Efficiently

GuestPoint’s Housekeeping Schedule allows you to:

• Assign rooms to cleaners based on location to reduce walking

• Prioritize rooms for early check-ins

• Print cleaner-specific reports for accountability

• Mark rooms as departure, stayover, or deep clean as needed

By keeping housekeepers focused and informed, you improve turnaround and room quality.

📞 Handling Reservation Calls

For phone bookings like Nina Patel’s request, remember:

• Log tentative bookings immediately

• Ask the guest’s preferences before quoting

• Offer the best-fit room based on their needs — not just the cheapest

• Record all allergies or special requests in GuestPoint for both housekeeping and reception

❌ Cancellations & Payment Policies

When a guest like Michael Tran cancels within the penalty window:

• Confirm terms by pulling up the booking confirmation

• Apply appropriate cancellation fees

• Log the cancellation reason

• Send a formal email confirmation

Flexibility is important for regulars, but policy consistency protects your business.

🧾 Guest Reviews & Reputation Management

Responding to reviews on Booking.com and Google builds trust. Even poor reviews offer learning opportunities:

• Address specific complaints (e.g. air conditioning noise, musty towels)

• Thank the guest for their feedback

• Show accountability and outline improvements

• Reach out privately for service recovery when appropriate

🎯 Conclusion: Front Desk as a Central Hub

From check-ins and cancellations to upgrades and complaints, the front desk drives guest experience and operational flow. With GuestPoint PMS, motel operators can efficiently:

• Track requests and cleaning

• Communicate with guests and departments

• Deliver consistent, professional service

Whether you're learning how to run a motel, training new front desk staff, or looking to improve your use of GuestPoint, mastering these tasks builds confidence and guest satisfaction.