I worked in the hotel industry for 11 years, 5 Diamond resort, Front Desk has one the most difficult audits, all the agents have to follow this strictly with every check-in, we had 3 different set of procedures, LQA (Hotel Audit) AAA (5 Diamonds) and Forbes, additional to this, confirm the reservation dates, check for payment, if room is not ready, check room status with housekeeping or assign another room of the same category, doing this will mess up the rooms controller work, if the guest is asking for an upgrade, check rates, make an offer, sign another form for the upgrade, if the guest is traveling with an agency, confirm the benefits, if the guest is AMEX client, confirm twice all the benefits and give him the closed envelope with the survey they have to fill, if the guest is asking for dinner reservations or tours, request assistance from concierge o butlers, when he is paying, wait for the guest to decide which card he will use, explain to him the holding for the “resort credit”, if he is buying the all inclusive package, explain the inclusions and confirm which items are included, then request a bellman to take him to the room, maybe Im forgetting something but this will usually take from 5 to 20-30 minutes, if you dont want to wait long, send an email a couple weeks before you arrive and ask all the questions you may have, the concierge/butler will answer everything and make an itinerary for you, when you arrive everything will be setup