Whether you’re a new GM or a seasoned hotel manager, being short-staffed at the front desk is one of the most exhausting challenges in hospitality. But you’re not the only one dealing with it — and there are ways to survive and even improve your team’s performance during the chaos.
🔍 What’s Causing the Staffing Struggle?
Many hotel GMs, especially those newly promoted, find themselves managing with 1–2 fewer front desk agents than they should have. And it’s not just about finding people — it’s about keeping them. Common issues include:
- 🕒 Overtime burnout and inconsistent schedules
- 💵 Low pay or lack of shift differentials for night audit roles
- 🤝 Sudden GM turnover causing team instability
- 📅 Lack of structure around time-off and shift swaps
✅ What Can You Do as a GM?
You might feel like you’re stuck but GMs in your shoes have shared what’s worked for them to regain stability and earn staff loyalty. Here’s a mix of real advice and actionable steps:
1. Build a Fair and Flexible Schedule
Don’t assign a 7–3 shift right after someone’s worked a night audit. Try to build in recovery time where possible. If you can’t, explain why and show appreciation for the sacrifice. Even just saying “I know this isn’t ideal — thank you for stepping up” makes a big difference.
2. Make Shift Swapping Easy
Use a whiteboard or Google Calendar where employees can request days off and see who’s already asked. Set the expectation that time-off is first come, first serve — but also encourage teammates to help each other cover shifts.
3. Include Night Auditors
Don’t forget about your night staff. If you bring pizza, save a few slices. Planning a holiday party? Ask when they’re free. A respected night auditor can be the glue holding your entire operation together. Consider offering a small pay differential for night shifts to keep them loyal.
4. Don’t Wait to Hire
Always be interviewing. Always be onboarding. Even if you think you’re “full,” have someone trained and ready to fill in. It’s cheaper than last-minute scrambles or losing sleep (literally).
5. Focus on the Work Culture
Your front desk staff work hard. Recognize them. Bring in snacks. Say thank you. Offer to help them grow. If they feel like you’re on their side, they’ll stick around longer — even through tough schedules.
Leverage Technology to Lighten the Load
When your team is small, efficiency becomes everything. That’s where tools like Guest Ban ID Scanning come in:
- Scan IDs Fast: Guest Ban helps hotels scan government-issued IDs in seconds—driver’s licenses, passports, and more.
- Auto-fill Guest Info: The system pulls accurate data directly into your PMS (like Choice Advantage, Opera, SynXis, and others), eliminating typos and time-consuming manual entry.
- Instant DNR Checks: Every scanned guest is automatically checked against your hotel’s Do Not Rent (DNR) list and the Guest Ban shared network. No more guessing who’s a repeat offender.
Let’s face it—front desk staff don’t want to deal with high-risk guests who cause problems, damage rooms, or spark chargebacks. It’s even worse when those issues upset good guests who might never return. With Guest Ban, your team gains visibility into each guest before check-in, so they can make informed decisions.
For night auditors working solo, that kind of backup is huge. They know each guest has been scanned, verified, and logged securely. If something happens overnight, there’s a digital trail with every guest detail. That peace of mind goes a long way in reducing stress, boosting confidence, and improving retention for overnight staff.
Let your front desk focus on people — not paperwork. Try Guest Ban and see how much smoother your shifts can run.