SOP –Front Office Assistant / Executive - Taking over a shift
SOP Number: FO-04 ( SOP serial number and department code )
Department: Front Office – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 60 Minutes
Objective: An effective front office communication involves the use of log books, information directories, emails and telephone procedures. A proper hand over of shift is required to ensure smooth running of the front office shifts.
Report to work place at the correct time.
Ensure you are dressed and groomed to hotel.
Check notice boards in the back office.
Check the hotel position overview for a week.
Attend briefing and take Hand over from the previous shift.
Make sure to give hand over and take hand over.
All Front office staff has to read and sign the logbook.
Read the log book :
Look for unusual events or incidents.
Other relevant information’s.
Situations which requires follow-up.
VIP- arriving / In-house
Group arriving / In-house
Pending room moves.
Pending departures ( 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:
Arrivals with special requests.
Room discrepancy report.
Shift back up / Batch / Emergency report and file the same.
Payment masters ( PM ), Group Master ( GM ) rooms balance.
Balances of guest accounts showing opening guest balance and closing guest balance.
Prepare necessary Front office documents:
Guest request tracker sheet.
Wake up call and DND sheet.
Checklist for reception.
Ensure Adequate stock of front office supplies are available for the day’s / shifts operation. Replenish and make store request is required.
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.
Training Summary questions:
Q1. What the examples for unusual events or incidents?
Q2. Why it is required to report to duty at the correct time?
Q3. What should be done if the Printer is not working at front desk?
Q4. Examples of stationery used at front desk?
Q5. What is the importance of Log book in front desk operations?
Q6. Why it is important to print the shift back up report / emergency report before starting the shift?