Level 1 · Function
Reception & Guest Services
Check-in to check-out and everything guests ask for in between.
5 capabilities9 processes7 KPIs
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Check-in duration | <= 6 min per room | daily |
| Check-in queue wait | <= 5 min | daily |
| Complaint resolution same day | >= 80% | weekly |
| Lost-and-found return rate | >= 60% | monthly |
| Folio dispute rate at checkout | <= 3% of folios | monthly |
| Profile completeness | >= 90% with contact + preferences | monthly |
| Request acknowledgement | <= 5 min | daily |
Systems
- Keycard/lock system — Key issuance and access
- Payment provider (pre-auth & capture) — Card handling, charge retries, refunds
- PMS — Core property management (rooms, guests, folios)
People & roles
- Front Office Manager — Reception shift lead
- Receptionist — Check-in/out
Level 2 · Capabilities
Arrival & check-in
Check-in execution (identity, registration, payment guarantee) with room allocation and key issuance.
2 processesComplaints & recovery
Complaint/incident intake, service recovery and lost-and-found.
2 processesDeparture & check-out
Late check-out/day-use handling and check-out folio settlement.
2 processesGuest profiles & consent
Guest profile creation/update and consent handling.
1 processesIn-stay services
In-stay requests, booking changes, local support, wake-up calls and reminders.
2 processes