SOP – Front Office – How to conduct Briefing

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How to Conduct Daily Briefings in Front Office

Purpose: Hotel Front office staff needs daily briefings so they know what’s happening in the hotel that day / previous day. This gives a smoother operation, without having to waste time asking others and they know what’s happening in the hotel.

Daily Briefing in the front office is part of Hotel front office communication. The complexity of front office communication is directly related to the number of rooms, hotel size, public areas and facilities, etc.

  1. Prepare for the briefing by making notes on what has to be communicated.
  2. Read the night log book to update your information
  3. Make a note of any special, important information or memorandums.
  4. Brief about the previous night’s room closing along with room revenue and Average Rack Rate (ARR / ADR ).
  5. Brief about expected Arrivals, Expected departures, and late checkouts for the day.
  6. High-balance guest details to be shared.
  7. Scanty baggage guest details.
  8. Expected VIP movements and In–house VIP guests.
  9. Any special guest requests, Fussy guests, Handle with care guests.
  10. Long stayer guest In-house.
  11. Single Lady guest In-house.
  12. Details about airport pickup.
  13. Pending room shifting for the day.
  14. Details of any bills which are on hold.
  15. Overview of hotel occupancy for the week.
  16. Any unresolved issues – Ensure the staff is truly aware of important issues, and matters related to daily operations.
  17. Use the opportunity of the briefing to remind staff of company standards, Missions, or Visions.
  18. Allow staff to express themselves and communicate briefly.
  19. Keep the briefing short ( between 20 – 30 min)
  20. Recommend that all are standing during the briefing

Note: Download the sample format of the front desk briefing sheet.

Training Summary questions:

Q1. Why it is important to conduct daily briefings?

Q2. What is the Ideal duration for the briefing?

Q3. Name any five important points while conducting the briefing.

Q4. Is it required to mention the hotel’s position during the briefing?

Q5. Why it is important to read the previous night’s log?
SOP Number: Front Office SOP -08 
Department: Front Office – General
Time to Train: 45 Minutes
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