Purpose
To ensure continuity of service by passing on complete and accurate information between shifts.
Scope
Applies to all Front Office shifts, including supervisors, associates and cashiers.
Responsibility
Outgoing and incoming Shift Leaders conduct the handover; Front Office Manager reviews the log book weekly.
Detailed procedure
- Outgoing staff update the log book with pending tasks, guest requests, VIP arrivals and maintenance issues.
- Review the arrivals, departures and room status report.
- Brief the incoming team face to face, covering the key items and any special instructions.
- Hand over keys, cash and equipment against signature.
- The incoming shift reviews the log and clarifies any doubts before the outgoing team leaves.
- Assign owners for every pending action.
- The Duty Manager signs the log at the end of each shift.
Standards and guidelines
- Handover begins at least 15 minutes before shift change.
- The log book is factual, legible and dated.
- No pending guest requests are left without an owner.
- Confidential information is shared only with the people who need it.
Required records and documentation
- Front office log book
- Handover checklist
- Key and equipment register
- Pending task list
Related images
Document control
| Reference | FO-SOP-016 | Version | 1.0 |
|---|---|---|---|
| Department | Front Office | Review cycle | Annually |
| Effective date | Next review | ||
| Prepared by | Approved by |
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Read SOP guideThis SOP is a template for operational planning and training. Adapt it to your property, local law and approved emergency plans.