# How to Create Hotel Front Desk SOPs: A Guide for GMs

> Learn to write hotel front desk SOPs your staff will actually follow. Stayntouch helps modernize front office operations — get started today.

**Published:** 2026-10-14 | **Updated:** 2026-10-31 | **Author:** mihir
**URL:** https://www.stayntouch.com/articles/create-hotel-front-desk-sops
**Type:** post

**Categories:** Uncategorized

![How to Create Hotel Front Desk SOPs: A Guide for GMs](https://stayntouch.sites.aigrowthagent.co/wp-content/uploads/sites/92/2026/10/1791889765199-c70c114e7837-1024x572.webp)

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## Content

*Written by: Kelly Campbell, Vice President of Marketing, Stayntouch*

## Key Takeaways

- Effective hotel front desk SOPs are living documents with owners, review cadences, and exception paths. They are not static manuals written for ideal scenarios.
- Every SOP must include purpose, scope, responsibilities, numbered procedures, exception paths, escalation triggers, records, quality checks, and revision history so staff can use it in real situations.
- Prioritize high-frequency, high-risk procedures first: check-in, checkout, reservations, complaint handling, cash handling, and night audit.
- A modern, mobile-first PMS shortens training time, reduces staff-assisted check-ins by 54%, and requires SOPs that branch for mobile, kiosk, and staff-assisted paths.
- Stayntouch helps hotels create SOPs that staff actually follow by supporting digital registration cards, automated night audit, and mobile-first operations.

[See How Stayntouch Supports Front Desk SOPs](https://www.stayntouch.com/contact-us?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)

## Prerequisites and Context: Who This Guide Is For

This guide is for general managers, front office managers, operations leaders, and multi-property directors of operations at independent, boutique, and multi-property hotels. Before you move into the process, confirm these terms:

- **SOP (standard operating procedure):** A written, versioned instruction for one task, owned by one role, performed to one standard, and verified by one quality control point.
- **PMS (property management system):** The core software a hotel runs on for reservations, check-in and checkout, room assignment, housekeeping status, guest folios (a guest’s running bill for the stay), and billing.
- **Night audit:** The end-of-day process closing out the day’s transactions, posting room charges and taxes, and rolling the system into the next business day.
- **Folio:** A guest’s running bill for the stay, including room charges and everything posted from restaurants, spa, minibar, or retail.
- **Three-way check-in:** Mobile, kiosk, or staff-assisted arrival paths.

A single independent hotel should start with [seven high-impact core SOP areas](https://exa.ai/library/podcast/009gdjhp9rk/episode/72q5wz4w11d): guest arrival and departure, room cleaning and inspection, complaints and service recovery, shift handovers and communication, maintenance reporting, safety and emergency procedures, and payments, refunds, and financial controls. A multi-property group needs standardized templates pushed from a central configuration with local latitude for execution details.

## Step-by-Step Process to Write Front Desk SOPs

### Step 1 — Confirm the Four-Part Structure, Then Extend It

Every effective hotel SOP contains five standard parts: purpose, scope, responsibilities, the numbered procedure, and a review date. These parts are required, but they do not cover everything. An SOP without an attached inspection or audit process has no enforcement mechanism, and the quality check converts a written procedure into an operational standard. Add four blocks that most competitors omit:

- **Responsibilities:** Who executes each action and who supervises.
- **Exceptions and Escalation:** What to do when the standard path fails, and the trigger that escalates it.
- **Records and Quality Checks:** What evidence proves the procedure was followed.
- **Revision History:** Version number, date, approver, and what changed.

The last four elements make an SOP usable on a Tuesday night when the reservation is missing. The escalation section, covering the two or three situations where the performer stops and calls someone, is what most hotel SOPs omit and what makes the format work at 2 a.m.

### Step 2 — Prioritize Which Procedures to Write First

Write the procedures that happen every shift and carry financial or compliance exposure first. Use frequency and risk as your framework. Prioritize SOPs that combine high frequency, guest-facing impact, safety or operational risk, revenue impact, and error exposure. The core front office SOPs to write first are check-in, checkout, reservations, complaint handling, and cash handling. A comprehensive front desk procedures manual can then add room moves, night audit, shift handover, group check-in and rooming lists, early check-in and late checkout, no-show and walk procedures, lost and found, emergency and evacuation, and ID verification.

![A hotel receptionist hands a keycard to a guest across the front desk.](https://cdn.aigrowthmarketer.co/1784831966298-290a8f6f201c.webp)**The front desk is where the stay begins. A property management system (PMS) that keeps every department on one live source of truth means fewer booking errors and a check-in that doesn’t keep guests waiting.**

### Step 3 — Write Steps Staff Actually Follow

Write each step in plain active voice, with one action per step, and include screenshots of the PMS screen the agent will actually see. Then test the draft with a new hire: hand it to someone who has never done the task and watch where they stop. Every place a new hire pauses, re-reads, or asks a question points to a defect in the document.

SOPs referencing a mobile-first PMS, where staff can pull up a guest profile and check someone in from anywhere on property, are shorter and easier to follow than SOPs written around a workstation-bound legacy system. According to Stayntouch customer data, front desk staff train in 2 hours on a best-in-class PMS, compared to legacy platforms that typically take longer to gain a basic working grasp and master.

![A hotel manager reviews a tablet in a guest room while a housekeeper makes the bed behind him.](https://cdn.aigrowthmarketer.co/1784831993597-11769de63cbe.webp)**A cloud-native, mobile PMS lets staff work from a tablet anywhere on property rather than behind a desk — checking occupancy and housekeeping status while walking the floor, not from a workstation.**

Once the standard steps are written, the next task is to define what happens when those steps fail.

### Step 4 — Build Exception Paths and Escalation Thresholds

For each core procedure, write the exception branch and the trigger that escalates it. [Staff should never improvise authority involving payment, refunds, room access, safety, identity, or legal obligations.](https://mtfinstitute.com/insights/hotel-operations-2026-room-readiness-guest-recovery-performance) Use worked examples to make this concrete:

- **Room not ready:** Escalate to the housekeeping supervisor when the room remains unavailable past the promised time. Store luggage, offer a beverage or waiting option, take a contact number, and commit to calling the guest when housekeeping confirms release.
- **Reservation not found:** [Before escalating to the manager on duty, ask the front desk to search by last name, confirmation number, email, phone number, and stay dates in the property management system.](https://whattodoincaseof.com/blog/what-to-do-if-your-hotel-reservation-disappears)
- **Payment declined:** Offer an alternate card, then a deposit, then escalate to the manager on duty before denying the stay.
- **Rate dispute:** Front desk staff should show the guest the rate confirmation and escalate larger disputes to a manager or the revenue manager, while small adjustments within set limits may be handled at the desk.
- **Identity concern:** When an identity concern arises during check-in, front desk staff should follow the ID verification procedure, pause key issuance, verify the source of the mismatch, and escalate to a supervisor or manager on duty before issuing keys. Use calm scripted language such as “I need a manager to review this reservation before we complete check-in.”

### Step 5 — Write Cash Handling and Night Audit as Full Procedures

**Cash handling** requires its own SOP covering opening and closing the drawer, counting in and counting out, over/short thresholds, and who signs off. Segregation of duties means payment initiation, approval, and reconciliation should have appropriate separation, because self-approved reversals are the classic concealment pattern for payment fraud. Where small teams cannot fully separate duties, the recognized compensating control is independent periodic review of all voids and refunds plus management approval above a defined threshold.

**Night audit** requires its own SOP covering what runs automatically, what the agent must verify, and what to do when the audit does not balance. Because a modern PMS automates charge posting from every revenue center, the night audit SOP changes materially: the agent verifies rather than calculates. A payment-focused night-audit checklist should confirm that all successful payments are represented in the PMS, that there are no folio postings without a corresponding payment transaction, and that every unresolved exception has a named owner.

### Step 6 — Set Version Control and a Maintenance Cadence

For hotel front office SOP manuals, the document owner is typically the Front Office Manager at the property level. Set a review cadence: quarterly for high-frequency procedures, plus immediately after any PMS release or policy change. An out-of-date SOP is worse than none because it carries authority while being wrong. Record every change in a revision history block with version number, date, and approver. When a document owner leaves, their SOP portfolio should transfer to a named successor within 30 days as a hard rule.

## Copy-Ready SOP Template for Front Desk Teams

Now that you have the six-step process, use this template to standardize every SOP you write. Start with the document control header, then follow the worked check-in example to see how the pieces fit together.

- **SOP Title and ID:** [Title] — [ID]
- **Department:** Front Office
- **Responsible Role:** [Job Title]
- **Approved By:** [Name, Title]
- **Effective Date:** [Date]
- **Version:** [X.X]
- **Review Date:** [Date]

**Worked Check-In Example**

- **Purpose:** Ensure accurate, compliant guest check-in across mobile, kiosk, and staff-assisted paths.
- **Application:** Front Desk Agents, Night Auditors, Bellstaff.
- **Records and Quality Checks:** Registration card stored in PMS, check-in time logged, supervisor spot-checks weekly.
- **Revision History:** v1.0 — [Date] — [Approver] — Initial creation.

**Procedure Steps:**

1. Greet the guest within 30 seconds of approach.
2. Retrieve the reservation in the PMS by name, confirmation number, or scanned ID.
3. Verify identity per the ID verification procedure.
4. Confirm room type, rate, and length of stay.
5. Review payment status: prepaid, deposit, or pay-at-hotel.
6. Assign an Inspected room only.
7. Complete digital registration card and capture signature.
8. Issue room key or activate mobile key.
9. Explain breakfast hours, Wi-Fi, and checkout time.
10. Update reservation to checked-in status in the PMS.

**Exceptions and Escalation:**

- Room not ready: Escalate to the housekeeping supervisor when the room remains unavailable past the promised time.
- Reservation not found: Search by last name, confirmation number, email, phone number, and stay dates before escalating to manager on duty.
- Payment declined: Offer alternate card, then deposit, then escalate to manager on duty.

## How a Modern PMS Changes What SOPs Must Say

Paper-based SOPs were written for a single check-in path: staff-assisted, at a fixed desk, with manual charge posting and a manual night audit. A cloud-native, mobile-first PMS changes the operational reality those SOPs must describe. The table below shows the four attributes that change most and how each SOP must adapt.

| Attribute | Paper-Based SOP | SOP Built for Modern PMS |
| --- | --- | --- |
| Check-in paths covered | Staff-assisted only | Mobile, kiosk, staff-assisted |
| Night audit procedure | Manual calculation and posting | Agent verifies automated audit |
| Registration capture | Paper card, manual entry | Digital registration card, auto-populated |
| Exception handling | Informal, memory-dependent | Written escalation thresholds |

According to Stayntouch customer data, hotels using a best-in-class mobile PMS achieve a 54% reduction in staff-assisted check-in. The check-in SOP must therefore branch for mobile, kiosk, and staff-assisted guests instead of describing a single path. [Staff freed from the desk can support guests anywhere on property](https://www.stayntouch.com/articles/train-hotel-front-desk-staff/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent), and the SOP must reflect where those interactions happen and what authority staff carry in each context.

![A business traveler sits on a hotel bed checking his phone, a suitcase beside him.](https://cdn.aigrowthmarketer.co/1784832014957-77a84ade2f31.webp)**Some guests want a warm welcome; others want to walk straight to their room. Mobile check-in lets a guest confirm their stay from a phone in about 30 seconds — from a taxi, a lounge chair, or the room itself.**

Digital registration cards capture signed terms and conditions, creating a documented record that reduces disputes and chargebacks. Automated night audit and automatic charge posting from every revenue center change what the night audit SOP needs to say, because the agent verifies rather than calculates. Average hotel check-in time drops from around four minutes to under one minute when the guest pre-completes registration digitally, so the SOP must account for guests who arrive having already completed that step.

[Explore a PMS Built for Modern SOPs](https://www.stayntouch.com/contact-us?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)

## Common Challenges and Troubleshooting

Even with a modern PMS, SOPs can fail in predictable ways. The following challenges are the most common.

1. **SOPs written for the ideal case.** Warning sign: staff asking “what do I do if…” during training. Fix: exception paths written for the three to five most common failure scenarios in each procedure, drawn from actual incident logs rather than intuition.
2. **SOPs that go stale after a PMS change.** Warning sign: steps referencing screens that no longer exist. Fix: a review trigger tied to every PMS release. When a PMS update moves a screen, the affected SOP should change that week rather than waiting for the annual review.
3. **SOPs nobody reads.** Warning sign: a binder with no fingerprints. Fix: inline, searchable, mobile-accessible procedures rather than a PDF stored in a folder no one opens during a busy shift. Staff will not search a 90-page manual while a guest is waiting.
4. **SOPs that contradict each other across departments.** Warning sign: front desk and housekeeping working from different room-status definitions. Fix: a single source of truth with shared status definitions, particularly the distinction between Clean and Inspected, which determines whether a room can be assigned to an arriving guest.
5. **SOPs that assume paper registration and manual night audit.** Warning sign: procedures referencing a card imprinter or manual charge-posting steps. Fix: rewriting for [digital registration cards](https://www.stayntouch.com/digital-registration-cards/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent) and automated night audit, with the agent’s role redefined as verification rather than calculation.

## Measuring Success

Track objective indicators such as time-to-competence for a new hire, error and over/short rates, guest complaint volume, chargeback rate, night audit close time, and staff adoption. Measure SOP effectiveness through operational data and manager observation, including which procedures are accessed most often, which questions recur by role or shift, and where audit findings or guest complaints repeat.

Distinguish immediate signals, such as a new hire completing check-in unaided on their first shift, from longer-term trends such as chargebacks declining over two quarters. Common KPIs for measuring SOP ROI include reduction in service errors and guest complaints, employee retention and engagement rates, time to competency for new hires, and compliance audit pass rates.

## Frequently Asked Questions

### What Is an SOP in a Hotel?

A standard operating procedure is a written, versioned instruction that tells a front desk agent exactly what to do, in what order, and what to do when the standard path fails. It has a trigger, a sequence of numbered steps, exception paths, escalation thresholds, and a defined end state. An SOP is distinct from a policy, which states a rule, and from a training document, which explains the reasoning behind the rule.

### What Are the Steps Involved in the Check-In Process at the Front Office?

A complete check-in SOP covers ten steps:

![A businesswoman arrives in a hotel lobby wheeling a suitcase.](https://cdn.aigrowthmarketer.co/1784832043032-3e0b060fcd4f.webp)**Arrival sets the tone for the whole stay. Three-way check-in — mobile, kiosk, or a staff member with a tablet — cuts staff-assisted check-in by 54% and lets guests reach their room without queueing.**

1. Greet the guest within 30 seconds of approach.
2. Retrieve the reservation in the PMS by name, confirmation number, or scanned ID.
3. Verify identity per the ID verification procedure.
4. Confirm room type, rate, and length of stay.
5. Review payment status: prepaid, deposit, or pay-at-hotel.
6. Assign an Inspected room only, never a room in Clean status only.
7. Complete the digital registration card and capture signature.
8. Issue room key or activate mobile key.
9. Explain breakfast hours, Wi-Fi, and checkout time.
10. Update reservation to checked-in status in the PMS.

In a modern PMS, this sequence branches for mobile check-in guests who have pre-completed registration, kiosk guests who self-serve on property, and staff-assisted guests. The SOP must define all three paths.

### How Many SOPs Does a Hotel Front Desk Need?

[A single independent hotel typically needs seven high-impact core SOP areas](https://exa.ai/library/podcast/009gdjhp9rk/episode/72q5wz4w11d)—guest arrival and departure, room cleaning and inspection, complaints and service recovery, shift handovers, maintenance reporting, safety and emergency procedures, and payments/refunds/financial controls—to cover the full guest journey and the highest-risk financial workflows. A multi-property hotel group such as Shamin Hotels maintains 150+ SOPs searchable across departments, while a single mid-scale hotel typically needs 80–120 SOPs across all departments. The practical test is coverage, not count: every high-frequency, guest-facing, and financially exposed workflow should have a written, versioned procedure with exception paths. A library past 50 documents for a single front office usually means policies and training material have been included in the SOP library rather than kept separate.

### How Often Should Front Desk SOPs Be Reviewed?

Quarterly for high-frequency procedures such as check-in, checkout, cash handling, and night audit. Review immediately after any PMS release, policy change, or audit finding. Lower-frequency procedures can be reviewed annually. Every SOP should carry a review date, not just a creation date, so review accountability falls on a named person. When a PMS update changes a screen or workflow, the affected SOP should be updated that week, not at the next scheduled review.

### Who Should Own the Front Desk SOP Manual?

In a governed, version-controlled hotel SOP system, the Front Office Manager is typically the document owner of front office SOPs, with each activity mapped to named roles (Responsible, Accountable, Consulted, Informed) responsible for keeping it current. When that person leaves, the SOP portfolio should transfer to a named successor within 30 days. Department heads can approve procedures limited to their own operational area. The general manager or operations head should review processes that affect multiple departments, financial controls, safety, or compliance. Ownership with a defined succession plan keeps SOP manuals current after a management change.

### What Is the 5’10 Rule in Hospitality?

[The ’10 and five’ rule in hospitality states that staff coming within 10 feet of a guest should smile and make eye contact, while those coming within five feet should add a warm verbal greeting.](https://www.independent.ie/life/travel/pol-o-conghaile-why-little-details-like-the-10-and-five-rule-are-a-big-deal-in-hotels/a805920564.html) It belongs in the check-in SOP as the greeting trigger: “Greet the guest within 30 seconds of approach” is the documented standard, with the 10/5 acknowledgment as the minimum threshold before a formal greeting is possible. The 10/5 rule applies to all hotel staff members regardless of their position or department, not only front desk agents, though a separate “5’10 rule” (standing 5 feet 10 inches from a guest room door) is sometimes used by staff entering private guest spaces.

## Conclusion: Build SOPs That Staff Actually Use

Hotel front desk SOPs fail when they are written for the ideal case, never versioned, and never tested against a real new hire. Creating SOPs that work requires the four-part structure extended with Responsibilities, Exceptions and Escalation, Records and Quality Checks, and Revision History, built for a modern, mobile PMS that supports check-in from anywhere on property.

A best-in-class PMS shortens and simplifies the SOPs themselves. Automated night audit removes manual calculation steps, and digital registration cards eliminate paper handling. Three-way check-in means the procedure branches cleanly for mobile, kiosk, and staff-assisted guests instead of describing a single path that fits none of them well. The 54% reduction in staff-assisted check-in mentioned earlier means the front desk becomes a sales channel rather than a processing queue, and the SOPs that govern it should reflect that shift.

See how a best-in-class PMS makes every stay more profitable. [Explore the Hotel Front Desk Payment Processing Training Guide](https://www.stayntouch.com/articles/hotel-front-desk-payment-training/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent) for the full payment SOP framework, or contact Stayntouch to book a demo.

[Book a Demo to See SOP-Friendly Operations](https://www.stayntouch.com/contact-us?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)

## Read Next

- [Hotel Front Desk Training Manual: SOPs & Best Practices](https://www.stayntouch.com/articles/hotel-front-desk-training-manual/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)
- [How To Write a Front Office Training Manual for a Hotel](https://www.stayntouch.com/articles/write-front-office-training-manual/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)
- [Hotel PMS Front Desk Workflow: A Complete Guide](https://www.stayntouch.com/articles/hotel-pms-front-desk-workflow/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)
- [How To Train Hotel Front Desk Staff: A Day-By-Day Plan](https://www.stayntouch.com/articles/train-hotel-front-desk-staff/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)
- [What Should Be in a Hotel Front Desk Training Manual?](https://www.stayntouch.com/articles/hotel-front-desk-training-manual-guide/?utm_term=create-hotel-front-desk-sops&utm_campaign=ai_growth_agent)

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      - **Text:** A complete check-in SOP covers ten steps: 1. Greet the guest within 30 seconds of approach. 2. Retrieve the reservation in the PMS by name, confirmation number, or scanned ID. 3. Verify identity per the ID verification procedure. 4. Confirm room type, rate, and length of stay. 5. Review payment status: prepaid, deposit, or pay-at-hotel. 6. Assign an Inspected room only, never a room in Clean status only. 7. Complete the digital registration card and capture signature. 8. Issue room key or activate mobile key. 9. Explain breakfast hours, Wi-Fi, and checkout time. 10. Update reservation to checked-in status in the PMS. In a modern PMS, this sequence branches for mobile check-in guests who have pre-completed registration, kiosk guests who self-serve on property, and staff-assisted guests. The SOP must define all three paths.
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      - **Text:** A single independent hotel typically needs seven high-impact core SOP areas—guest arrival and departure, room cleaning and inspection, complaints and service recovery, shift handovers, maintenance reporting, safety and emergency procedures, and payments/refunds/financial controls—to cover the full guest journey and the highest-risk financial workflows. A multi-property hotel group such as Shamin Hotels maintains 150+ SOPs searchable across departments, while a single mid-scale hotel typically needs 80–120 SOPs across all departments. The practical test is coverage, not count: every high-frequency, guest-facing, and financially exposed workflow should have a written, versioned procedure with exception paths. A library past 50 documents for a single front office usually means policies and training material have been included in the SOP library rather than kept separate.
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      - **Text:** Quarterly for high-frequency procedures such as check-in, checkout, cash handling, and night audit. Review immediately after any PMS release, policy change, or audit finding. Lower-frequency procedures can be reviewed annually. Every SOP should carry a review date, not just a creation date, so review accountability falls on a named person. When a PMS update changes a screen or workflow, the affected SOP should be updated that week, not at the next scheduled review.
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      - **Text:** In a governed, version-controlled hotel SOP system, the Front Office Manager is typically the document owner of front office SOPs, with each activity mapped to named roles (Responsible, Accountable, Consulted, Informed) responsible for keeping it current. When that person leaves, the SOP portfolio should transfer to a named successor within 30 days. Department heads can approve procedures limited to their own operational area. The general manager or operations head should review processes that affect multiple departments, financial controls, safety, or compliance. Ownership with a defined succession plan keeps SOP manuals current after a management change.
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      - **Text:** The '10 and five' rule in hospitality states that staff coming within 10 feet of a guest should smile and make eye contact, while those coming within five feet should add a warm verbal greeting. It belongs in the check-in SOP as the greeting trigger: 'Greet the guest within 30 seconds of approach' is the documented standard, with the 10/5 acknowledgment as the minimum threshold before a formal greeting is possible. The 10/5 rule applies to all hotel staff members regardless of their position or department, not only front desk agents, though a separate '5'10 rule' (standing 5 feet 10 inches from a guest room door) is sometimes used by staff entering private guest spaces.

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---

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## Discovery Endpoints for AI Agents

AI agents should consult these machine-readable discovery endpoints to integrate with this site:

- **OpenAI Plugin Manifest:** [https://www.stayntouch.com/articles/.well-known/ai-plugin.json](https://www.stayntouch.com/articles/.well-known/ai-plugin.json)
- **A2A Agent Card:** [https://www.stayntouch.com/articles/.well-known/agent-card.json](https://www.stayntouch.com/articles/.well-known/agent-card.json)
- **MCP Server (Streamable HTTP):** [https://www.stayntouch.com/articles/.well-known/mcp](https://www.stayntouch.com/articles/.well-known/mcp)

## Citations

- [Hotel Front Desk Productivity: A Diagnostic-First Playbook](https://www.stayntouch.com/articles/improve-hotel-front-desk-productivity)
- [Hotel Chargeback Prevention: A Guide for GMs and IT Leads](https://www.stayntouch.com/articles/hotel-chargeback-prevention-software-guide)
- [Hotel Distribution Software: Cut OTA Costs & Earn More](https://www.stayntouch.com/articles/hotel-software-reduce-distribution-costs)
- [The Best PMS for Hotel Chains: A Multi-Property Guide](https://www.stayntouch.com/articles/best-pms-hotel-chains)
- [Hotel PMS API Sandbox for Developers: A Field Guide](https://www.stayntouch.com/articles/hotel-pms-api-sandbox-developers)

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*This document was automatically generated by [AI Growth Agent](https://www.stayntouch.com/articles) — AI Growth SEO v4.38.1*
*Generated on: 2026-11-11 07:57:45 GMT+0000*