SHIFT HANDLING & TAKING OVER

OBJECTIVE:

This job is for all Front Office members to know how to handle and take over for the working shift.

POLICY:

This job must be clear and be careful while handling and taking over.

PROCEDURE:

Shift Handover

The following handovers have to be done from one shift to the other:

Reception Logbook Handover

Status of Remaining Arrivals

Status of Remaining Departures

Reception Desk Handover

Message Drawer Handover

Cash Float Handover

Status of Stationery Supplies

Room Blocking & Vacant Room Availability

Special following up Handover

All information from the logbook is to be clearly communicated to the next shift.

Preparing for Shift Handover

Pick up the logbook and open the current date page.

Go through all points and tick the ones which have been completed.

Cross check with the Shift Tasks Check List and write the additional points in the logbook which are handed over to the next shift.

Update status of the points which have been partly completed.

All complaints which cannot be resolved in the current shift are handed over to the next shift. Hi-line the complaints which need to be followed up

Go through the remaining departures

Go through the remaining arrivals by time bands.

Follow up with reservations/bookers about the status of reservation of guests who should have already arrived as per the arrival time advised by the booker.

Make sure there are no unaccounted articles and parcel kept at the reception desk.

Handover the Cash float for the next shift – take - over.

Go through the “Message Drawer” and ensure that all messages for guests who have already checked in have been handed over.

Cross check the remaining messages/faxes/articles kept in the drawer with the registration cards to ensure that appropriate indication has been made.

Go through the stationary supplies at the desk to ensure that there is enough stationary available for the next shift.

Go through the room blocking and co-ordinate with housekeeping to ensure that the rooms are ready for arrivals that are expected shortly after the handover.

Go through the vacant room position to ensure that the rooms are freely available for blocking.

Take an update from Housekeeping about the status of the dirty rooms.

After all the follow ups are done shift in-charge of the present shift should take the logbook to the back office and handover the shift to the next shift.

The shift in-charge of the current shift and all the members of the next shift are to be present for the handover.

Shift Takeover

Report in the Back-Office 15 minutes before the shift beginning time.

The Shift In-charge along with the other shift members should go through all the arrivals and note the time of arrival, VIP Status, Remarks, Special Requests, and Room Blockings etc.

Call the Shift In-charge of the current shift to the Back Office.

The Shift In-charge of the current shift should read the pending points in the logbook to shift members of the next shift and explain each and every point in great detail.

The Shift In-Charge should then handover the pending complaints in the logbook. The pending

Check the Cash Float of the shift in–charge before taking over.

The current Shift In-charge will update the next shift on the status of the pending arrivals. He will also inform them about the room blocking and vacant room availability.

He will take the next shift to the reception desk and handover the area and the message drawer and inform them about the status of stationery supplies.