A good handover does more than describe the previous shift. It transfers responsibility for what must happen next, with enough context for the incoming colleague to act.
The six-part hotel handover
1. Room position
State occupied, ready, dirty and unavailable rooms. List only exceptions: a room blocked for repair, awaiting inspection or not matching the physical property.
2. Arrivals and departures
Call out early and late arrivals, unpaid balances, transport commitments, extensions and guests who have not checked out. Confirm the assigned room and whether it is genuinely ready.
3. Cash and billing
Record cash handed over, online payments awaiting confirmation, deposits, refunds and invoices needing information. Never put full card details or sensitive identity documents in a shift note.
4. Guest matters
Describe the issue neutrally, what was promised, who owns the action and when the guest expects an answer. Include only information needed to complete the task.
5. Maintenance and safety
Identify the affected room, temporary action, person contacted and whether the room remains sellable. Urgent safety matters follow escalation procedures rather than waiting for handover.
6. Next actions
Give every pending item an owner and deadline. “Follow up tomorrow” is weaker than “Ravi to confirm the airport taxi with room 302 before 7:00 am.”
Five-minute checklist
- Room board matches the physical property.
- Every arrival, departure and extension has a clear status.
- Cash and unsettled payments are reconciled.
- Open guest matters have an owner and next action.
- Unavailable rooms include a reason and expected resolution.
- Incoming colleague acknowledges the exceptions.
What should stay out
Do not rewrite completed routine work already visible in the system. Avoid gossip, opinions and unnecessary identity information. Handover is an operational record, not a diary.
What managers should audit
Review tasks repeatedly carried forward, notes without owners, late room-status corrections and promises missed after handover. Recurring exceptions show where a process or escalation route needs repair.
Run the handover in the right environment
Choose a fixed location and overlap time where both colleagues can see the room board and cash position without discussing private information in front of guests. The outgoing colleague should finish routine updates first. The incoming colleague then reads exceptions and asks questions before accepting responsibility.
What happens after acceptance
The incoming shift becomes the owner of open tasks, but the system should preserve who created and updated each note. If an item cannot be accepted—for example, cash does not reconcile—escalate it immediately rather than hiding the difference in a general comment.
A one-week implementation plan
- Create the six headings and remove old free-form notes.
- Use the format for every handover for three days.
- Mark any item that was unclear or repeatedly carried forward.
- Agree on standard room-status and payment language.
- Review results with the manager and keep only useful fields.
Frequently asked questions
Can handover be verbal?
A short conversation helps, but a written shared record protects details when the incoming colleague becomes busy.
Should every event appear?
No. Include exceptions, money and work that continues. Completed routine activity belongs in its normal record.