01
Guest journey
- Confirm every upcoming guest has received accurate arrival and access information.
- Check special requests, dietary needs and accessibility notes have an owner.
- Review unresolved guest questions and the promised response time.
- Confirm departure instructions and the correct contact channel are clear.
- Record recurring questions so the standard message can be improved.
02
Cleaning and turnover
- Match every departure and arrival to a named turnover owner.
- Confirm linen, amenities and consumables are available before work begins.
- Use one room-ready checklist rather than relying on memory.
- Separate cleaning completion from the final quality inspection.
- Record damage, missing items and maintenance needs before guest arrival.
03
Team handover
- List urgent matters first and distinguish information from action.
- Name one owner and due time for every open action.
- Include guest needs that affect the next shift without duplicating unnecessary personal data.
- Confirm the next person has acknowledged the handover.
- Close completed actions instead of carrying them forward indefinitely.
04
Maintenance and safety
- Keep all open faults in one visible register.
- Assign priority according to guest, safety and operational impact.
- Record who is following up and the target completion date.
- Use evidence or a functional check before closing a fault.
- Escalate repeat or safety-related issues through the appropriate professional channel.
05
Stock and cost control
- Set minimum and target levels for essential guest and cleaning items.
- Count high-use items on a consistent day and in a consistent unit.
- Record orders already placed so the team does not duplicate them.
- Investigate unusual usage rather than increasing every order automatically.
- Review substitutes for any item that could interrupt a guest stay.