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.

• Guest Complaints.

• Guest pending requests.

• 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:

• Pending Traces.

• Arrivals with special requests.

• Pending departures.

• 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.

• Reservation request forms.

• Checklist for reception.

• Guest feed back forms.

• 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.

• Hotel brochures.

• 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.

• Rubber bands.                              

• Paper clips.

• Magnetic Key / RF Key cards.

• Key Card holders.

• Pens.

• Printer Ink Cartridges.

• Scribbling pads.

• 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?