Front Office Assistant / Executive - Taking over a shift

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 enrollment 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 Stationery.
• 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.