Front Desk Training Manual
Days Inn® by Wyndham Wildwood I-75
Front Desk Training Manual
How to run the board, sell rooms from live status, handle the request queue, and hand over a clean shift on the Guest Hub ops portal at Days Inn® by Wyndham Wildwood I-75.
Start here
The board is the property. If the board says a room is ready, you can sell it; if it does not, you cannot. Your job at the desk is to keep those two facts true — take the guest's request into the queue, and keep the board honest for housekeeping and for the manager. Sections 1 through 4 are what you need on day one.
1 · Signing on to the portal
The ops portal runs in the browser on the desk computer. It stays open all day — do not close the tab at the end of a shift, just sign out of your name.
- Open Guest Hub → Front desk from the bookmark bar.
- Tap your name and enter your 4-digit PIN. Every booking, refund note and request you touch is recorded under that name.
- Check the System panel in the right column. Database connected, mode live, last sync under a minute. If it says otherwise, read section 9 before you take a booking.
Never share a PIN or leave the portal signed in to your name when you step away for more than a few minutes. Lock the screen instead.
2 · Reading the board
The board lists every room with one status, sorted by urgency — rooms tied to an arriving guest float to the top. The four cards above it are the shape of your day.
| Card | What it tells you |
|---|---|
| {{ c.label }} | {{ c.means }} |
Ready to sell is the only number you may quote to a walk-in. Do not add rooms you expect to be ready — you will be wrong in front of a guest holding a card.
Do this next
The blue panel at the top of the board names the single most urgent thing on the property — usually arrivals landing against rooms that are not turned. Clear it or dismiss it deliberately. If it has been sitting untouched for an hour, something is going wrong that a guest is about to notice.
3 · Status words and who owns them
You and housekeeping share one set of words. Housekeeping owns clean and dirty; you own sold, reserved and blocked. Changing someone else's word is how the board goes wrong.
| Status | Set by | What you can do with it |
|---|---|---|
| {{ s.name }} | {{ s.owner }} | {{ s.action }} |
Never mark a room clean from the desk
If a room is late and you are under pressure, the temptation is to flip it to clean and hand over the key. Do not. Call the housekeeper on the room instead — the app tells you who is in it and when they started. A guest walking into an unturned room costs more than fifteen minutes of waiting.
4 · Arrivals and departures
Check-in is 3:00 PM, check-out 11:00 AM, late checkout to 1:00 PM at your discretion. Work arrivals from the board, not from memory.
- Morning. Look at today's arrivals against rooms to turn. If arrivals outnumber ready rooms by more than a few, tell the manager before 10:00 AM — that is when rooms can still be reassigned.
- At check-in. Confirm ID and card, assign from ready rooms only, and hand over the Wi-Fi and Guest Hub card. Mention that towels, housekeeping and maintenance can be requested from the room.
- Early arrival. Never promise a time you do not control. Say the room is being turned, take their mobile number, and message them when the board flips to ready.
- At check-out. Close the folio and let the room fall to vacant dirty. Do not hold rooms in occupied to be tidy about it.
- Late checkout. Approve it in the portal so housekeeping sees the new time on their route. An approval that only exists in your head is a knock on the guest's door.
Guests aged under 21 cannot check in. Photo ID and a credit card in the guest's own name are required every time, including for prepaid bookings.
5 · Working the request queue
Requests arrive from guest phones, from housekeeping, and from you when a guest calls or walks up. They all land in one queue with four filters: urgent, new, in progress, done.
- Acknowledge within the target. Every request should be picked up inside ten minutes. Acknowledging is not fixing — it tells the guest a person has it.
- Assign it to a name, not to a department. Unassigned requests are the ones that breach.
- Log a phone or walk-up request yourself. Anything you promise a guest goes into the queue in front of them, so it survives your shift.
- Close it only when the work is done — not when you have dispatched it. The guest sees the status change.
| Request type | Goes to | Target |
|---|---|---|
| {{ r.type }} | {{ r.owner }} | {{ r.target }} |
A request marked urgent means a guest cannot use the room as sold — no hot water, no AC in summer, a lock that will not close, a safety issue. Urgent goes to the manager as well as the assignee. Do not use it for towels.
6 · Working with housekeeping
You can see every housekeeper's route, who claimed which room, and how long a room has been started. Use it instead of the radio for anything that is not urgent.
- Need a room sooner: prioritise it on the board. It moves to the top of that housekeeper's route and they get a notification.
- Room unassigned with a guest arriving: assign it, or tell the manager if nobody has capacity.
- Room started over an hour ago: call the housekeeper before you assume it is nearly done. Long turns usually mean a problem in the room.
- Skipped room: read the reason. Do-not-disturb rooms come back to you — call the guest, do not send anyone back up.
7 · Guests at the desk
| Situation | What to do |
|---|---|
| {{ g.case }} | {{ g.do }} |
Rate authority, refunds and compensation are the manager's. You may always move a guest to another room of the same type, replace an amenity, and apologise. Anything with money attached goes to the manager — log the request so the conversation is not lost when your shift ends.
8 · The Ops Assistant
The assistant panel answers questions about the property in plain language — which rooms are ready in building 2, who is on 114, what is still open from this morning. It reads the same board you do.
Two rules. Check anything it tells you against the board before you say it to a guest, and never type a guest's card number, ID number or medical detail into it. If the assistant is unavailable, everything in this manual still works — it is a shortcut, not a system of record.
9 · When the portal is down
If the System panel shows the database disconnected, or the board has not synced in more than five minutes, switch to paper and tell the manager. Do not keep taking bookings into a screen that is not saving them.
- Print or photograph the current board so you know what was true when it stopped.
- Write arrivals, departures and requests on the desk log sheet with times.
- Keep selling only from rooms the board showed as ready — nothing else.
- When the portal returns, enter the log in order, oldest first, then reconcile against housekeeping before you trust the board again.
10 · Shift handover
Before you sign out, walk the next person through four things. Two minutes here prevents most of the next shift's problems.
- Arrivals still to come and which rooms they are on.
- Rooms not yet ready and who is working them.
- Open requests — anything urgent, anything you promised a guest, anything waiting on the manager.
- Guests to watch — a complaint in progress, a late checkout approved, a guest owed a call back.
Then sign out of your name and leave the portal open on the board.
Quick reference
| {{ q.label }} | {{ q.value }} |
This Days Inn® by Wyndham location is independently owned and operated under a franchise agreement. Days Inn®, Daybreak®, and Wyndham Rewards® are registered trademarks of Wyndham Hotel Group, LLC and/or its affiliates.