NSYD - NIGHT SHIFT - Completed

• Today's date

  Date

• Who's on shift?

Say G'day to the PM shift legends

• Speak with PM and go through their shift report and gather any relevant information and see how their shift has been

• Check that all relevant information is in the Communication Diary and handed over. Note of anything that needs to be communicated to different departments for the afternoon

• See if the PM had time to finish all tasks and if not transfer to to do list

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

• Read through previous shift reports from last shift for any relevant information

Setup For success

• Start your daily to do list

  Yes

  No

• Make sure previous shift has been logged out of all systems

  Yes

  No

• Open Communications book for the day - transfer anything from that needs to be actioned on your shift to your to do list

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

• Print out in house guest list - operations > guest in house > start date: on the day you started your shift > time: Midnight > end date the following day > time: Midnight

• Login in to cctv on computer so you have a visual on the property

• Make sure Emergency phone is kept on you at all times

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 clenaing issues you can't resolve in the comms book

• 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

Every 2 hours - 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, and any maintenance issues you come across. flush any toilets

• Check stairs to rooftop, make sure it is kept clear and no one is sitting up there. Re arrange and reset any furniture out of place, pick up any bits of rubbish make sure bins are not overflowing throughout the property

• Walk through all hallways and stairwells making sure the lighting is correct, check cleanliness of stairwells and lift and all fire egress paths are clear of obstructions. Make note of anything dirty and write in comms book for morning staff

• Close both terraces and the pool room and lock them at 10:30pm

Read and action customer notes for the next 48 hours

• Goto In house Guests in house report. Burger menu>Operations>Guests in house>filter by date and put todays date at midnight and filter for two days. Selected status confirmed (Untick checked in) and select the following display options: Balance, customer notes, reservation notes, all products

• Go through and action any notes from customers or reservation notes and add additional notes to communicate it has been actioned. Anything that cannot be actioned needs to be passed onto the morning Shift Manager or written in the diary for the day of their check in

Reply to Trust you reviews (not currently required)

• Open Trust you - (Need login)

• Login in with your username and password

• Click on reviews and filter by this month

• Reply to all reviews rated between 70-100 and respond to all. Note down anything worth mentioning and pass on to morning team.

After 3am - Reconcile and prepare bill and reservations for the day ahead

• generate Guest in house report and close all open bills for the coming day. Burger menu>Operations>Guests in house>filter by date and put todays date at midnight for start and tomorrows date at midnight to end> select status "confirmed" and unselect status "checked in"> select display options>tick reservation notes and balance (un-tick all products) and view report - Close all open bills on $0 - See below for process regarding outstanding bill

• If the Outstanding bill is a "Paymaster" account move the bill to correct paymaster

• if the booking is a Virtual credit card ensure all details are correct, if still cannot be charged make notes on account that details have been double checked

• For any outstanding bills that have failed due to the customer not having enough money on their card please write down in the communication book with ref number for morning team to follow up

• If the booking is a Web beds booking please add notes to the account to charge at 2pm

Room Inventory Management

• Check bookings for any check out/Check ins and check out /check in the booking if they are staying in the same room

• check hostel world reservations for the up coming day and make sure they have been upgraded, ideally into WTC rooms.

• 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

• Where possible bunch reservations together in the same room so guests aren't checked into shared spaces alone

After 5 am - Check accounting Ledger and action

• Open accounting ledger > Untick Highlight open payments>view report

• Investigate all balances on accounting ledger, ensure that notes on all reservations for owing balances for todays arrival and any depatures with an owing balance is flagged as a prioirty for the morning staff and all accounts are communicated in the communication diary for the morning staff

Common room clean up

• Wipe down all tables in common room

• remove any rubbish

• Reset all furniture so it's neat and tidy

• Remove all rubbish from reception and reset reception for the day

Daily general

• Ensure all Emails are actioned and filed away

• Make sure Goki is up on a computer and all requests are answered in a timely manner (10 minute goal)

• Take a 30 minute break - put up the reception sign stating what time you will be back from your break as well as the number for the emergency phone. Keep the emergency phone on you.

Setup the AM for success

• 05:00 - Clean out the front from the urban grocer to the front of reception doors, remove all rubbish, sweep up all ciggy butts and make sure the front looks presentable to welcome guests. Ensure fire exit stairs have been mopped

• Make sure all desks are clear of clutter and are in presentable order for the day

• Stock reception with supplies

• Handover to AM Staff

• Daily Tasks - currently not reuiqred)

  Select Monday Tuesday Wednesday Thursday Friday Saturday Sunday

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday