01
Urgent and time-critical
- Place safety, access and serious guest-impact matters first.
- State the required next action and the deadline.
- Name the person who currently owns the response.
- Record who has already been notified and what they confirmed.
02
Guest journey
- List arrivals, departures or in-house guests needing authorised follow-up.
- Record the service need and agreed action rather than unnecessary personal detail.
- Include the last update given to the guest and the next promised contact time.
- Flag any issue that could affect reviews, refunds or recovery decisions.
03
Rooms and property readiness
- Show which spaces are ready, being worked on or blocked.
- Record the remaining task, owner and expected release time.
- Identify access, key, linen or amenity issues affecting the next movement.
- Confirm whether a manager has accepted any unresolved defect.
04
Maintenance, safety and suppliers
- Reference the central fault record rather than creating a second disconnected list.
- State priority, containment and the current operating impact.
- Record the contractor or internal contact and the next follow-up time.
- Do not mark an issue closed until function or completion has been verified.
05
Stock, cash and administration
- Record essential stock below minimum level and orders already placed.
- Flag discrepancies that need authorised investigation.
- Use the approved system for financial or sensitive records and link only the required reference.
- Confirm keys, devices and controlled items have been transferred correctly.
06
Acknowledgement and closure
- Ask the incoming person to confirm receipt and clarify uncertainties.
- Move each completed action to closed rather than repeating it in every handover.
- Escalate overdue work instead of quietly extending the due time.
- Review repeat handover items for a process problem that needs a permanent fix.