NSYD AM CHECKLIST - Complete

• Today's date

  Date

• Who's responsible for todays shift?

• Who else is working today, including travel staff?

Say G'day to those Night Shift legends

• Sign into work

• Check with night staff All trust you reviews above 70 are replied to and up to date

• all remaining bills for todays reservations have been closed or moved to the correct paymaster

• Any outstanding bills for the day have been added to communication diary for the morning shift to follow up

• All group/agent pre arrival information is complete including welcome sim cards, customer notes on accounts and room configuration requirements are all in communication diary, write down on todays to do list any relevant information to be passed onto housekeeping or other departments for morning huddle

• All relevant information is in the Communication Diary and handed over. Note of anything that needs to be communicated to different departments for morning huddle

• Read Communication diary and the logs since last shift for any relevent information. Write down any action items on todays to do list

• Read through Basecamp and important emails for any information since last shift

Process No Show bookings

• Check for any "checked in missed" reservations

• Attempt to charge reservation with full amount for stay

• Attempt to contact guest and find out if guest is arriving for booking. Leave notes on reservation that you have attempted to contact them or any relevant information that the guests tells you over the phone

• Write reservation number and information in communication book

• When doing kick outs check no show bookings to make sure the guest isn't in house and wasn't checked in

• Mews will automatically cancel the reservation at 2pm if kept in state of "Checked in missed"

Setup your day for success!

• Start your daily to do list

• Make sure previous shift has logged out of all Systems

• Open Communications book for the day - Fill in all information required: Total check in's, total FIT check ins, Total kilroy check ins, Total WTC check ins, Total dorm check outs, Total private room checkouts, Bar activity tonight, guest activity today

• Log into - Mews, Goki, CCTV, Irequest, gmail and any other relevant systems and make sure you have logged out of others profiles

• Make sure QR codes are setup and kiosks are running for morning arrivals to fill in pre check in information

• Make sure you have plenty of supplies - spare towels, sheets and anything else to help you throughout your shift

• Make sure to add to your EOS throughout your shift

• Prepare information throughout your morning for morning huddle

Property Walk

• Check all common areas keeping a keen eye out for any rubbish on tables or on the floor and pick it up, take note of any particularly dirty areas that need attention, flush any toilets and make sure all communal areas are adequate for guests.

• Walk through all hallways and stairwells making sure the lighting and music is correct and at adequate levels, check cleanliness of stairwells and lift. Make note of anything dirty and pickup what you can

First Impressions matter!

• Take a walk out the front of the building and ensure the entrance is clear of rubbish, ciggies and anything else that could affect the guests first impression

• Make sure all the glass is clean and write down any issues for houskeeping morning huddle

• Take a walk through reception and the communal area making sure to reset the room and make sure it's clean and presentable for the day

• Make sure all workstations are free of clutter and the desks are clear and ready to greet customers

• Get a vibey playlist on and set the tone for the reception area for the morning. Keep music at an adequate level where conversations are still possible

Morning Kitchen check

• Check fridge temperatures are between 1 and 4 degrees, anything above needs to go into Irequest and notify Accommodation Manager

• Make sure all utensils are stocked up with plenty of spares to cater for peak kitchen periods. There should be an abundance of everything!

• Make sure there is plenty of food labels

• Make note of any concerns to discuss in morning huddle for relevant teams

Room Inventory Management

Free Upgrades for the people!

• Run reservation report for the next 7 days - Reservation report > Filter by arrival > start date: today at midnight end date: in one week at midnight > travel agency: Hostel world > export report and open in excel > delete all non essential items and filter by requested > delete all bookings that have already been upgraded by identifying the requested category and the current space category > go through reservations and upgrade all of them into WTC rooms

• Run reservation report for the next 7 days - Reservation report > Filter by arrival > start date: today at midnight end date: in one week at midnight > space type: 10 share and 10 share deluxe > export report and open in excel > delete all non essential items and filter by requested > delete all bookings that have already been upgraded by identifying the requested category and the current space category > upgrade all 10 share dorms into smaller rooms when hostel occupancy is below 75%

• Go through your timeline and if the hostel is below 70% occupancy upgrade all 10 and 8 bed dorms making sure to leave a note on the account that they have been upgraded so the staff member checking them in can make a song a dance about it!

• Check bookings for any check out/Check ins, make sure they are in the same room. If not possible notify guest on Goki

• Make sure all group bookings have been assigned in the same room, leave a note on the account and lock the reservation explaining why the reservation has been locked

• Manage any redline bookings and assign them a room

Accounting

• Make sure all checkouts have a balance of 0, any guest with a balance owing add it to morning communication book and write it down on to do list

• Open up accounting ledger and look through all outstanding bills. Make sure to add notes to the reservation regarding outstanding billing. Any bills outstanding by 2+ days liase with Accommodation Manager for a solution. All billing +5 days must be resolved unless there is written reason or its a paymaster

• Close all in house accounts with a 0 balance

• Try and collect payment of any reservations with an outstanding balance checking in today. If payment fails make sure to write notes in the account and write notes in communication book of all accounts with an outstanding balance. If guest is in house, chase payment and lock out of room

Pre check ins

• Make sure every arrival that comes through the door before check in time pre checks into the hostel

  Yes

  No

  N/A

• Please check all pre check ins rooms and see if room moves ae possible to already inspected spaces

  Yes

  No

  N/A

• If arrival is more then one person make sure all guests scan the qr code not just the booker

  Yes

  No

  N/A

Daily tasks

• Reply and file away emails. Write down any action items on to do list and communicate anything through the communication diary

• Make sure Goki Dashboard is being checked and actioned periodically

• 11:30am - Prepare checkout list and send yourself or staff member to investigate late checkout. Remember they we're partying n our bar until 3am so feel a little sorry for their heads. Make sure to tell the team you're doing kickouts

• 1pm - setup all self check in kiosks - not currently required

• Print out todays reservation list with necessary fields for PM staff - not currently required

• Communicate with Housekeeping any late checkouts and/or extensions

• Ensure all keys are back that have been signed out and ones that are not have been accounted for and pass onto PM Shift Manager - NOT CURRENTLY REQUIRED

• Time Morning shift breaks accordingly to ensure desk coverage at peak times

• Fill out AM action log in communication book and other relevant information throughout the day

Setup the PM shift for success

• restock reception with towels and linen

• restock Goki slips and food labels

• Transfer anything left on your to do list to the communication book for the PM shift to follow up on

• Handover all relevant information to PM shift