Guest Relations Morning Task List 2023

Title Page

Morning Shift

Description

Logbook: Make sure all tasks are completed
Call Concierge to ensure you are on the same page with the offer delivery for memorable events (time, place, type of offer)
Who has done it?
Please explain the reason
Ensure all special requests like flowers, balloons, and birthday cakes are scheduled and delivered on time
Check-in Opera total Arrivals and Departures of the day and note down the peak times (liaise with colleagues)
Follow-up Assignment: Provide handwritten cards for the offers to Concierge

Memorable Events: Check balloons, ensure there are rose petals and vases for the bouquets that need to be delivered
Letters: Write the wishes for Memorable Events to deliver during the evening at the Restaurants
Receive rose petals, sign with your name, fill in voucher and place it in the correct drawer
Once the rooms are ready, the officers can perform room checks, always after checking with your Supervisor. We give priority to Repeaters and complete the Room Check list accordingly
Emails: Start replying and inform the Evening shift of progress
C-Report: All complaints and follow-ups should be sent before the end of the shift by all the agents
Is Supervisor/Manager informed and file updated?
Handover with the evening shift
Name topics of discussion

Handover with the morning shift
Read Logbook, check Follow-up assignment and In Stay Surveys pending
Morning shift agents: Since the lobby area is not very busy during these hours, the officers can edit their FollowUp Monitoring lists in order to be organized and keep track of the guests that they are handling. Write the pending tasks that need to be executed on the same day in the Logbook

Liaise with CRR to ensure all guests receive updated meal plans before dinner time
After 17:00, start with courtesy calls for the 89/10 In Stay Surveys and update it on CReport
Liaise with guests, walk around the resort and talk with them if you are not busy with the pc tablet in case they wish to make reservations
Go to the events/theater to speak with guests and dive directions if necessary
Ensure pending surprises are delivered and finished on time
Stay alert for any pending arrivals and proceed with the checkin procedure
Make sure no pending emails are left and if assistance is needed, contact the GR Supervisor or the FOH Manager
Send an email with the golf bookings of the day (report from TripAround) to Mr Timos (TIME PENDING)
Make sure no pending emails are left and if assistance is needed, contact the GR Supervisor/Manager
Supervisor to make sure that all Tasks of the shift are completed correctly and report to Manager on shift

Before 21:00, you should have sent all new complaints or followups to the concierge department. Even if you haven't found the guests, you will need to write down the reason in the file
Check memorable events offer with Concierge for the next day
Prepare the balloons for the next day with a tag next to them to identify: Room number, Name, time and place of delivery
Ensure all information or any pending requests have been written in the logbook for the morning shift handover. If any requests are scheduled for after the end of shift, inform the night auditor accordingly
Make sure that the QR Codes for the daily programs in the plexi glass are placed on the desks for the next day
Around 22:00, the guests are normally hanging out in the lobby area. Walk around and speak with the guests if possible
Terminate all programs in the laptop and forward the telephone line to the main reception desk
Return the beepers and tablets back to the Back of House and charge them as well as the mobile phones
Return laptops to the back of house and close the desk