Front Desk Pro

Free front desk training resources

Use these templates and guides to start building your training process today — no purchase required.

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Sample Daily Checklist Template

A simple open/mid-day/close checklist template you can customize for any front desk or office role. Print it, post it at the desk, and never wonder if something got missed.

Opening Checklist

  • Unlock doors and turn on lights, signage, and lobby music
  • Boot up computers, POS systems, and phone systems
  • Check voicemails and return urgent messages
  • Review the day's schedule — confirm appointments, flag gaps
  • Verify supplies at the front desk (forms, pens, business cards)
  • Check waiting area — clean, stocked, professional
  • Review any notes from the previous day's closing shift

Mid-Day Checklist

  • Clear out completed tasks from the morning
  • Follow up on pending callbacks and messages
  • Restock front desk supplies if running low
  • Quick tidy of the lobby and waiting area
  • Update schedule if there have been cancellations or add-ons
  • Check email and respond to pending inquiries

Closing Checklist

  • Confirm tomorrow's schedule — send reminders if applicable
  • Forward phones to after-hours or voicemail
  • Log any unresolved issues for the next shift
  • Secure cash drawer and process end-of-day reports
  • Tidy the front desk area and waiting room
  • Lock doors, set alarm, turn off non-essential systems

Want industry-specific checklists with procedures tailored to your business?

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5 Phone Script Templates

Five essential phone scripts every front desk needs — new caller, appointment scheduling, cancellation, complaint, and follow-up. Customize these for your industry and start using them today.

Script 1: New Caller / General Inquiry

  • "Thank you for calling [Business Name], this is [Your Name]. How can I help you today?"
  • Listen to their need — don't interrupt
  • If scheduling: "I'd love to get you set up. Let me check what we have available..."
  • If general question: Answer if within your scope, or "Let me find the right person to help with that. Can I get your name and number?"
  • Always end with: "Is there anything else I can help you with?"

Script 2: Appointment Scheduling

  • "Let's get you scheduled. Do you have a day or time that works best?"
  • Offer 2-3 specific options: "I have [Day] at [Time] or [Day] at [Time]. Which works better?"
  • Confirm details: "Great, I have you down for [Day, Date, Time]. We'll see you then."
  • If applicable: "You'll receive a confirmation [email/text] shortly."
  • For new clients: collect name, phone, email, and any intake information

Script 3: Cancellation / Reschedule

  • "I understand. Would you like to reschedule for another time?"
  • If rescheduling: offer alternatives immediately — don't let them hang up without a new date
  • If canceling: "No problem. If you'd like to reschedule in the future, just give us a call."
  • Note the cancellation reason in your system
  • If late cancel / no-show policy applies, communicate it clearly and professionally

Script 4: Complaint / Upset Caller

  • Let them speak — don't interrupt or get defensive
  • "I'm sorry to hear that. I want to make sure we get this resolved for you."
  • Clarify the issue: "Can you help me understand exactly what happened?"
  • If you can solve it: "Here's what I can do..." — take action immediately
  • If you need to escalate: "I want to make sure the right person handles this. Let me get [Name/Manager] involved."
  • Follow up: "Is there anything else I can do for you today?"

Script 5: Follow-Up Call

  • "Hi [Name], this is [Your Name] from [Business]. I'm calling to follow up on [reason]."
  • Keep it brief and specific — they know why you're calling
  • If following up on a missed appointment: "We missed you at your [appointment]. Would you like to reschedule?"
  • If following up on an estimate/proposal: "I wanted to check in and see if you had any questions about [the estimate/proposal we sent]."
  • Always leave a voicemail if they don't answer — include your name, business, number, and reason for calling

Need phone scripts for your specific industry with scenarios unique to your business?

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New Hire First-Day Setup Checklist

Everything you need to have ready before your new front desk hire walks in on day one. No more scrambling for logins and passwords while they sit there watching.

Before They Arrive

  • Set up their workstation — clean desk, monitor, keyboard, mouse
  • Create login credentials for all systems (POS, scheduling, email, phone)
  • Prepare any required paperwork (W-4, I-9, employee handbook acknowledgment)
  • Print a copy of the daily checklist and post it at their station
  • Assign a trainer or point of contact for questions
  • Block off 30-60 minutes for a proper orientation walkthrough

Day One Walkthrough

  • Tour the office — restrooms, break room, supply closet, emergency exits
  • Introduce them to every team member by name and role
  • Walk through the phone system — how to answer, transfer, put on hold
  • Show them the scheduling system — how to view, book, and modify appointments
  • Review the daily checklist — opening and closing procedures
  • Set expectations: dress code, break schedule, phone policy
  • Give them something productive to do (not just 'shadow someone')

End of Day One

  • Check in: "How did today go? What questions do you have?"
  • Review what they'll focus on tomorrow
  • Confirm they have all login credentials working
  • Let them know who to contact if they have questions before tomorrow

Want a complete 30-day onboarding roadmap with week-by-week training milestones?

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30-Day Training Milestone Planner

A simple week-by-week framework for training any front desk or office hire. Know what to teach when, so nothing gets skipped and your new hire builds confidence at the right pace.

Week 1: Foundation (Days 1–5)

  • Office tour, introductions, and system access setup
  • Learn the phone system — answer, transfer, hold, voicemail
  • Practice the 'new caller' script until comfortable
  • Master the daily opening and closing checklists
  • Shadow experienced staff for key workflows
  • Goal: Handle basic phone calls independently by Friday

Week 2: Core Operations (Days 6–10)

  • Learn the scheduling/booking system in depth
  • Practice all 5 core phone scripts
  • Handle check-in and check-out procedures
  • Begin processing basic administrative tasks independently
  • Review common questions and how to answer them
  • Goal: Manage a half-day at the desk with minimal support

Week 3: Industry-Specific Skills (Days 11–15)

  • Train on industry-specific procedures (insurance, compliance, etc.)
  • Handle more complex phone calls with supervision
  • Learn follow-up workflows (recalls, estimates, appointments)
  • Practice complaint and difficult caller handling
  • Goal: Handle a full day with check-ins, not constant supervision

Week 4: Independence (Days 16–20+)

  • Full desk coverage with periodic check-ins
  • Handle edge cases and unusual situations with guidance
  • Complete a Knowledge Check or readiness assessment
  • 30-day review: formal evaluation with specific feedback
  • Goal: Functioning independently with confidence

Want a detailed, day-by-day onboarding calendar with industry-specific milestones?

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Want more in-depth training advice?

Read our free industry-specific training guides on the blog.

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Ready for the full system?

These free resources are a starting point. Our training kits include everything — phone scripts, onboarding roadmaps, KPI trackers, and evaluation tools — built for your specific industry.

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