Solutions · Front office
Front desk SOP software for consistent arrivals and service recovery
Front desk SOP software has a harder job than most: the standard has to hold during a queue, a late flight and a complaint. Mise turns front office standards (arrival preparation, check-in, shift handover and service recovery) into timed tasks and guided workflows on staff devices, with evidence of what was done and when, so hotel front office task management leaves a record.
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Why front office standards drift
Front office standards drift because the desk runs on interruption. The arrival sequence is clear in the SOP, but a queue, a phone call and a guest complaint all arrive at once, and whoever is on shift improvises. Without the standard in view and a record of what happened, each shift develops its own version.
What front desk SOP software should cover
Front desk SOP software should cover the standards that shape a guest's first and last impression, and the moments where things go wrong:
- Arrival readiness: VIP and repeat-guest preparation, room status confirmation and amenity requests, checked before the guest arrives.
- Check-in and check-out: the steps your brand promises, in order, at a pace the desk can keep.
- Shift handover: unfinished requests, guest promises and blocked rooms passed on through a handover that cannot be sent until its checklist is complete.
- Service recovery: a guided Listen, Acknowledge, Resolve, Follow up workflow, with the staff member's spend authorisation limit shown and a shared incident timeline.
Hotel front office task management with evidence
Hotel front office task management often lives in a logbook or a group chat. In Mise, tasks carry the standard, the time and the person, and each completed step writes to the service record. A duty manager can see which arrivals were prepared to standard and which promises were handed over, without reading back through messages.
Handover that closes the loop
The shift handover is where front office promises are most often lost. Mise gates the handover behind a short checklist: unfinished work, guest promises and blocked rooms must be addressed before it can be sent, and the incoming shift acknowledges it. The record shows who handed over what, and who picked it up.
Service recovery, guided
When a guest complaint lands, the Mise service recovery flow walks the staff member through four stages, Listen, Acknowledge, Resolve, Follow up, and shows what they are authorised to offer. Every action is added to a shared incident timeline, so the next person who meets the guest knows what has already been done.
Working with housekeeping
Front office and housekeeping meet at room release. When housekeeping releases a room in Mise, the evidence and sign-off are already recorded, so the desk is not relying on a radio call. See the housekeeping SOP app.
Front desk SOP software: frequently asked questions
Does Mise replace our front office PMS?
No. Mise is not a PMS and does not handle reservations, folios or room inventory. It runs the service standards around them (arrival readiness, handover and service recovery) as timed tasks with evidence, alongside whichever PMS you use, with no integration required.
How does the shift handover work?
The outgoing staff member completes a short gated checklist covering unfinished work, guest promises and blocked rooms before the handover can be sent. The incoming shift acknowledges it, and both actions are timestamped in the service record.
What is the service recovery workflow?
It is a guided four-stage flow of Listen, Acknowledge, Resolve and Follow up. It shows the staff member's spend authorisation limit and records each action on a shared incident timeline, so every colleague can see what has already been done for the guest.
Book a demo
See it on a real shift. No feature tour.
Fifteen minutes. Your SOP, as a timed task, on a live demo property.