Hotel Front Desk Management Perth
Cameron Facilities provides hotel front desk management for Perth hotels and serviced apartment operators. We staff the guest facing roles with people recruited for hospitality and trained to your service standards, procedures and property management system.
- Rooms released on inspectionOne daily routine with housekeeping
- Trained to your systemYour procedures and property management system
- Requests logged in SiteIQGuest issues and faults on record
- One standard, every siteFor operators with more than one property
Check in, check out and guest service
A guest meets your front desk before they see the room. A slow or unhelpful check in colours their view of the property, even when the room itself is excellent.
We recruit front desk staff for guest service, then train them to your standards for response times, guest communication and problem resolution. Your front office manager sets the standard, and we staff and supervise the desk to meet it on every shift.
- Guest check in and check out to your procedures
- Enquiries, requests and complaint resolution handled at the desk
- Local recommendations and concierge style assistance
Hotel front desk management with Cameron Facilities, under two minutes
What the front desk service includes
Four lines of work, agreed in writing with your front office manager before the first shift.
Arrivals and departures
Guest check in and check out, run to your procedures and your property management system.
Enquiries and complaints
Guest questions, requests and complaints taken at the desk and resolved, or passed to the right person with a record.
Guest assistance
Concierge style local recommendations and help with the small things that make a guest feel looked after.
Housekeeping and maintenance
Daily coordination with housekeeping and engineering, so rooms, faults and guest requests move without delay.
How rooms pass from housekeeping to front office
Arrivals wait on clean rooms, so front office and housekeeping have to share one picture of the house. Housekeeping supervisors release rooms to front office as each one passes inspection. When the housekeeping status and the system status disagree, the two teams settle it the same day.
Where we also run your hotel housekeeping, the handover between the two is inside one contract and one management line. Where housekeeping sits with your own team, our front desk staff follow the same release and discrepancy routine with them.
Operators running more than one property get one service standard across every site, so a guest receives the same welcome whichever property they book.
The daily routine between the two teams
- Rooms released to front office as each one passes inspection
- Early arrivals and late check outs flagged to housekeeping
- Room status discrepancies settled the same day
- Faults found in rooms logged for engineering
How we set up your front desk
The order we follow when a hotel or serviced apartment operator hands us the front office.
Agree the standard
We sit down with your front office manager and record your service standards, procedures and the duties of each shift.
Recruit for service
Front desk staff are selected for guest communication and service, then matched to the hours your desk needs covering.
Train to your brand
Training covers your systems, your response times, how guests are spoken to and how problems are resolved.
Run and review
Requests and room status issues are logged, and we review the desk with you against the standard you set.
Requests and room status on record
Front desk staff record guest requests, room status questions and maintenance faults in SiteIQ, our own operations platform. Your management team can open any entry and see who handled it and how it was closed.
Faults go to your engineering team with the detail they need. Nothing relies on a note left at the desk between shifts.
Logged and visible to you
- Guest requests and how they were closed
- Room status discrepancies with housekeeping
- Faults passed to engineering
- Complaints and their resolution
Established 1999 and certified to ISO 9001, ISO 14001 and ISO 45001, managed from 396 Walcott Street, Mount Lawley. Guidance: the Facility Management Association of Australia and WorkSafe WA, Accommodation and Food Services.
Frequently asked questions
What does hotel front desk management include?
Guest check in and check out, enquiries, requests and complaint resolution, concierge style local recommendations, and coordination with your housekeeping and maintenance teams. The duties for each shift are agreed with you in writing.
Who do you recruit for the front desk?
People recruited for hospitality service. They are then trained to your standards for response times, guest communication and problem resolution.
How does the front desk work with housekeeping?
Rooms are released to front office as they pass inspection, and any difference between the housekeeping status and the system status is resolved by the two teams the same day.
Can you keep one standard across several properties?
Yes. Operators with more than one property can set one front desk service standard and have it delivered at every site, which protects the brand wherever a guest stays.
Do you also provide hotel housekeeping and valet?
Yes. Front desk management can sit in the same contract as hotel housekeeping, valet parking coordination and amenity booking, with one point of contact.
Often paired with the front desk
Talk to us about your front office
Tell us about your property, the hours your desk covers and your service standard. We will come back with a staffing proposal.