Operations
A calmer front-desk handover, in five habits
The gap between shifts is where details fall through. A short, consistent handover ritual keeps nothing from slipping.
Every property has its own version of the 5pm scramble: the morning team is leaving, the evening team is arriving, and somewhere in between is the guest who asked for a late checkout that nobody wrote down. Handover is the most under-designed part of most front desks. A little structure goes a long way.
1. Write it down, in one place
Verbal handovers evaporate. A single shared notes board — pinned to the shift, not someone's memory — means the late checkout, the VIP arrival and the broken kettle in 204 are all visible to whoever's on next.
2. Lead with arrivals and departures
Start the handover with today's movements: who's still to arrive, who's checking out, and anything unusual about either. Everything else is context.
3. Flag the exceptions, not the routine
A good handover is short. Don't recite every booking — surface the ones that need a human: the complaint, the special request, the payment that needs chasing.
4. Close the loop on requests
Service requests should have an owner and a status, so 'extra towels to 312' doesn't get actioned twice or not at all.
5. Keep the record
Notes that persist across shifts become an informal log — useful when a guest references a conversation from two days ago. mndra's front desk keeps arrivals, departures, housekeeping status and shift notes on one screen, so the handover is just a glance.
See how mndra puts this into practice
One calm system for reservations, channels, payments and the guest experience.