FRONT OFFICE LOG RECORDS

Goal: Certain log books, as specified, will be kept in the Front Office to record and disseminate information regarding Front Office operations and guest related items.

SCOPE:

To ensure that necessary information is communicated to all Front Office personnel. To track certain information about Front Office operations and guest communications/packages. All logs are documents which can be used in a court of law, if necessary. All entries should be accurate, factual and professional. No assumptions should be made and personal feelings should not be a factor in log entries.

RESPONSIBILITY:

The Front Office Manager is responsible for ensuring that all required logs are adequately maintained.

PROCEDURE:

The following logs will be maintained by the Front Office staff on a daily basis:

NIGHT MANAGER’S LOG

1. The Night Manager/Supervisor is responsible for the maintenance of an accurate and complete accounting of all unusual property occurrences during his/her shift.

2. Before assuming responsibility for the Front Office at the beginning of his/her shift, the Night Manager/Supervisor should confer with the supervisor being relieved to discuss any unusual situations that may call for further attention during the Night Audit Shift. Any items of importance should be noted in the log.

3. When turning over the responsibility for the office at the end of the shift, he/she should confer with the in-coming manager/supervisor to alert him/her to the details of any unusual occurrences during the night that may warrant further attention and/or action. The details of this information should be recorded in the log.

4. This log should be reviewed daily by the Front Desk Manager and Front Office Manager. They must initial all items reviewed.

   
   

PASS-ON LOG

1. A log the day’s unusual events and items of interest to all shifts should be kept in central location in the Front Office. This log should be initialed by all personnel coming on duty to indicate that they have read the log and have been fully informed of the following:

   • Special rates and locations for groups arriving that day.

   • New policies and procedures that have been implemented.

   • VIPs on reservation or in the house which may require special attention.

   • Requests for room changes and/or additional rooms which must be fulfilled.

   • Requests by one shift for further information on a given subject from another shift.

   • Notification of Hotel or Front Office staff meetings.

2. The Reservations Manager must also review this log daily.

3. This log is not intended as a replacement for Front Office meetings and briefings, publication of operating instructions, or active Front Office supervision. It is to be an additional method of ensuring that all personnel are fully informed of activities and unusual situations within the Hotel.