1100 Front Office Operations Guide 1106 Guest Services

1100. Front Office Operations Guide, 1106 Guest Services Shift Log A. The Purposes of This Policy The purposes of the Guest Services Shift Log are to share needed information among the various front-desk shifts and management and to keep a permanent record of that information. The log book is a daily diary book format. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1100. Front Office Operations Guide, 1106 Guest Services Shift Log B. Procedures for Log Entries Guest service agents, night auditors and their supervisors complete the Guest Services Shift Log during every shift. The Guest Services Shift Log includes information from the following departments: v Guest transportation v Telephone v Reservations v Front desk Team members from other departments may not make entries into the Guest Services Shift Log. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1100. Front Office Operations Guide, 1106 Guest Services Shift Log B. Procedures for Log Entries (cont. ) Include the following information for your shift in the Log: v Weather Ï Guest incidents, such as an alleged theft, robbery, injury, etc. v Guest comments and suggestions v Unusual events v Notes to be communicated to another shift or night auditors v Other important information Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1100. Front Office Operations Guide, 1106 Guest Services Shift Log B. Procedures for Log Entries (cont. ) When done making an entry, return the Log to its correct storage location. Include your initials and the time next to your entries. Do not make anonymous entries. Make all entries in ink, and do not use white-out to cover an entry. If you make a mistake, cross out the entry so that it can be read under the cross-out. Do not use the Log for personal notes, opinions or comments on issues that you should handle confidentially with your supervisor. Do not include confidential guest information in the Log. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1100. Front Office Operations Guide, 1106 Guest Services Shift Log C. Routing and Signing of the Log We do not route the Guest Services Shift Log. It remains at the front desk. Upon arrival at the start of every shift, read all entries that have been made in the Guest Services Shift since you last read it. Initial the Log indicating that you have read all entries since your last initials. Always return the Log to its designated storage location. The general manager and, where applicable, the assistant general manager or guest services manager review the Guest Services Daily Log and initial it daily. End GUEST SERVICES GUIDE © Marin Management, Inc.

1100. Front Office Operations Guide, 1106 Guest Services Shift Log YOU HAVE REACHED THE END OF THIS SECTION. v To return to a previous page: Press the Page Up key or v To leave this section: Press the space bar End GUEST SERVICES GUIDE © Marin Management, Inc.