What is the shift hand over in the front office department?
How to start your shift as a receptionist?
What is the main points you need to ensure in the starting of your shift?
An effective front office staff communication involves the use of log books, information directories, emails and telephone procedures. A proper hand over of shift is required to ensure the smooth running of the front office shifts and operation .
First and one of the important points is Report to work place at the correct time I recommend to be 15 minutes before shift start to make a proper handover .
Second, be sure you are dressed well and groomed to hotel.
Third : Check the notice boards in the back office.
Check the hotel forecast position overview for a week. Occupancy and all overview
Attend the briefing and take proper Hand over from the previous shift.
Make sure to give hand over and take hand over.
All Front office staff has to read carefully and sign the logbook.
Read the log book :
Look for unusual events or incidents mentioned in the logbook .
Any Guest Complaints.
Check if there is guest pending requests to be followed up .
Any other relevant information’s.
Situations which requires follow-up.
VIP- arriving / In-house
Group arriving / In-house
Any Pending room moves and be sure that all procedures done .
Pending departures rooms ( Late check-outs if any )
Credit issues to be reported to the Duty Manger / Front office manager.
Pending Mails and Couriers to be delivered to the guest.
Print important report:
1.Pending Traces report.
2.Arrivals with special requests report .
3. Pending departures report.
4. Room discrepancy report.
5. Shift back up / Batch / Emergency report and file the same.
6. Payment masters ( PM ), Group Master ( GM ) rooms balance.
7. Balances of guest accounts showing opening guest balance and closing guest balance.
8. Prepare necessary Front office documents:
9. Guest request tracker sheet.
10. Wake up call and DND sheet.
11. Reservation request forms.
12. Checklist for reception.
13. Guest feed back forms.
Be sure that below items are available as you will need during your shift and if not available you need to make store requisition. Replenish and make store request is required for below :
Room tariff cards / slips.
Staplers and staple pins.
Billing paper loaded in printer and photo copiers.
Envelops for guest bills.
Registration cards printed for expected arrivals.
Loyalty program enrolment forms.
Message slip and envelopes.
Refund, Paid out, Cash, Petty Cash slips / receipt books.
Magnetic Key / RF Key cards.
Key Card holders.
Printer Ink Cartridges.
Mini Bar Pricing list.
Other Front desk Stationeries.
Make sure that the reception desk if not cluttered.
Ensure that you are aware of events or functions taking place in the hotel.
Take proper cash hand over.Tags:front office department training, Front office rules and regulations, Hotel management training, Hotel Security, Hotel Telephone operator, Housekeeping training