Module 1 of 6

Running a shift

Turn a handover into a plan with named owners and check times.

Take ownership before the handover ends

A supervisor keeps the whole shift moving while receptionists handle individual interactions. Start by learning what needs a decision, what is already promised, and who is available to help. A handover is a conversation supported by records, not a pile of messages left for someone else. Read the shift log with the outgoing colleague and check the live reservation and room status screens together. Ask about unresolved complaints, expected arrivals, departures, maintenance restrictions, payment exceptions and staff coverage.

Tap to continue

Before the previous shift leaves, confirm an owner, next action and check time for every unresolved priority. If a promised room move has no owner, assign one now. Ask what the guest has already heard so the next conversation does not contradict it. Where a record is unclear, separate the confirmed facts from what still needs checking. Do not accept a reassuring summary when an important exception remains unexplained.

1/2

Two reception colleagues review a shift handover notebook at a wood hotel desk. AI-generated illustrative scene.

Phrases to keepClick audio icon to listen

“Who owns this next, and when will we check it?”

Close a gap in a handover

Write a log that another shift can use

The shift log should record facts, actions, owners and follow-up times, using the hotel's approved system. Write what happened and what remains open, rather than a judgement about someone's character. Replace “difficult guest” with the issue, the response offered and the next contact agreed. Record only the guest information needed for the task, and keep the log away from public view. Guest-data rules depend on the country and the hotel's policy; follow the approved access and retention procedure.

Tap to continue

For example, a maintenance request remains open until someone checks the outcome. “Engineer contacted” describes an action, not a working shower. Note who will confirm the repair and who will update the guest. When the task is complete, close it with the result and time. Avoid parallel scraps of paper that the next shift cannot locate or reconcile.

1/2

Phrases to keepClick audio icon to listen

“The repair is requested; the outcome is still unconfirmed.”

Separate action from completion

Build the arrivals and departures plan

Review arrival times, booking types, requests, room readiness, luggage needs and departures that may affect allocation. Identify fixed commitments and requests that still need confirmation. Check with housekeeping about rooms that matter to early arrivals and with reservations about uncertain bookings. Give each exception an owner rather than asking everyone to watch it. Plan cover for meal breaks and identify who takes over the queue if one receptionist needs private time with a guest.

Tap to continue

A departure plan also includes disputed bills and late check-out requests. A requested late departure is not an approved extension. Confirm authority and the room impact before agreeing. If arrival timing changes, update the plan and the colleagues affected. Keep a short working priority list rather than printing a full guest list for people who do not need it.

1/2

Phrases to keepClick audio icon to listen

“Please confirm the room status before we promise a time.”

Coordinate arrivals with housekeeping

Brief the team and test the plan

A pre-shift briefing gives colleagues the priorities, their responsibilities and the route for escalation. Cover expected pressure points, outstanding service issues, available support and changes to the plan. Keep personal guest details out of a public briefing area. Ask a colleague to repeat a critical assignment back so that agreement is clear. Check that the person covering a break knows which decisions they can make and when to call you.

Tap to continue

Practise this invented situation: two early arrivals are waiting, a bill is disputed, and housekeeping has not confirmed either room. Assign one colleague to obtain room status, another to maintain the arrival queue, and take the bill discussion yourself if it needs your authority. Tell waiting guests when they will hear from you again. At the agreed check time, ask for results and adjust priorities. A plan works only while somebody checks whether its assumptions remain true.

Before the briefing finishes, check the practical basics: working communication equipment, the escalation contact, access to the current plan and a safe place for confidential discussions. If the duty manager is covering another area, confirm how to reach them. Ask the outgoing shift to explain any temporary workaround and its approval. Do not let an informal workaround become the next shift's unexplained normal procedure. At shift end, hand over the same clear record you would want to receive.

1/3

Phrases to keepClick audio icon to listen

“You cover arrivals; I will take the bill discussion and return at the agreed check time.”

Give a concrete assignment

Quick Shift Check

An unresolved task has been mentioned at handover. What makes it actionable?

Already know this material?

You can take the 20-question exam any time — no need to finish every module first.

Take the exam

Next module

Running a shift

Take ownership before the handover ends

Write a log that another shift can use

Build the arrivals and departures plan

Brief the team and test the plan

Quick Shift Check

Guides for this job