Hotels never close, so work passes between shifts all day. A good shift handover passes on open requests, problems, VIPs and promises, using a written logbook plus a short face-to-face briefing. It relies on good teamwork.
Why it matters
A guest does not care that your shift has ended; they only know the extra pillows never arrived.
Key ideas
What to hand over
Open requests, unfixed faults, VIPs, groups and anything unusual, always with room numbers and times.
Written and spoken
The logbook gives a record, and talking lets your colleague ask questions. One without the other is not enough.
One team
Help colleagues when you can, ask for help before you fall behind, and never leave a task half-done without telling someone.
Step by step
- 1
Update the logbook before your shift ends.
- 2
List open tasks with room numbers, times and who is responsible.
- 3
Brief the next person face to face, urgent items first.
- 4
Hand over keys, radios or cash, and sign for them if required.
- 5
At the start of your own shift, read the log and ask questions.
Do
- Arrive on time so the previous shift can leave on time.
- Write short, clear notes with room numbers.
- Thank colleagues who cover for you.
Common mistakes
- Don't leave during a rush without checking if the team needs help.
- Don't write vague notes like 'guest complained'.
- Don't criticise other shifts in front of guests.
The situation
You finish at 3 pm. The guest in room 508 asked for a baby cot by 4 pm, and it has not arrived yet.
What a professional does
You write in the log: '508, cot requested for 4 pm, housekeeping told at 2.40 pm, not yet delivered.' You brief your colleague in person and call housekeeping to confirm who is bringing it.
Useful phrases
“Before I go, there are two open items: a cot for 508 and a late check-out for 312.”
“Can I help you with anything before my break?”
Pro tip
Write every handover note as if the reader knows nothing about the situation.
Quick check
Why should a handover be both written and spoken?
Think about it, then show the answer
Writing leaves a record, and speaking lets the next person ask questions.