Below you will find suggestions and tips on tasks that should be part of each shift handover, planning of shifts, cashier, and what reports should be used by the Operations team.


Front office


Morning Shift

  • Reservation Overview report: check all arrivals/departures* (also no-shows if applicable) for specific notes to be resolved on the bookings, check rates, check room allocations, etc.

*Should there be Early Arrival requests, try to allocate 
"Vacant" space and do the necessary follow-up with the Housekeeping team 🤝
  • Online check-ins: take missing preauthorizations*, print registration cards, and prepare keys, to ensure the guest can pick up their key seamlessly.

  • Guests in House Report: check all open balances of guests, to ensure you have no credit issues with any guests (in case they leave without passing by reception).

  • Follow up on any pending Tasks, Messages, and Orders.

  • Check "Missed Optional Reservations" which have missed the deadline. Once the deadline is passed, follow up with the clients, or release the space.

  • Guest Ledger: check open balances and close any balanced bills.

  • Cashier handover**

*NOTE: You can automate payments with the correct Rate Group setup 👇  


Afternoon Shift

  • Reservation Overview report: make sure remaining arrivals have allocated inspected rooms and late departures are charged with applicable fees.

  • Online check-ins: make sure registration cards are printed, as you will have the required details there, which will speed up the registration process.

  • Guests in House Report: check all open balances of guests, to ensure you have no credit issues with any guests (in case they leave without passing by reception).

  • Follow up on any pending Tasks, Messages, and Orders.

  • Guest Ledger: check open balances and close any balanced bills.

  • Reservations Report (detailed mode, bookings with arrival date tomorrow): check all arrivals for tomorrow to ensure any notes, room allocations, or charges are set up correctly.

  • Customer profiles: ensure all in-house profiles are updated accordingly.

  • Cashier handover**


Night Shift

  • Reservation Overview report: make sure remaining arrivals have allocated inspected rooms.

  • Reservations Report (detailed mode, bookings with departure date tomorrow): check all departures for tomorrow to ensure you have bills prepared for early departures.

  • Guest Ledger: check open balances and close any balanced bills.

  • Posting Journal: check any rebates that were made during the day, and whether they had valid reasons.

  • Manager Report: check the report for the day to ensure that all revenues are posted correctly, and no mistakes were made by the team.

  • No-Shows: check all bookings and resolve them as soon as possible, to free up the availability.

  • Follow up on any pending Tasks, Messages, and Orders.

  • Print Registration cards for the next day's arrival (if it is part of your internal process).

  • Customer profiles: check if there are any pending in-house guest profiles that need to be updated.

Cashier handover: in case your actual float balance upon cashier closure is positive compared to your starting balance, you need to enter as Base Value “starting balance” amount.

In case your final amount is negative compared to starting balance,
please enter the amount you physically have in your float.

Housekeeping


  • Space Status: overview of all room details, which are necessary for housekeeping to manage their department.

  • By exporting the Space Status report to Excel you may break down staff duties or filter for example all guests who stay with you 3, 6, 9... days so you know where you need to change bed linen.


Management


Reservations Report

  • Bookings created yesterday: special requests, payments for non-refundable bookings, follow-up on bookings with missing credit card details, or failed payments.

  • No-show report (Filters: group by cancellation reason; canceled on).

  • Bookings arriving today: special requests, payments for non-refundable bookings, follow-up on bookings with missing credit card details, or failed payments.

Occupancy Report

  • This report gives you a schematic overview of all room types, the number of rooms in each category, and the business-on-the-books for each room type per day. The overview offers insights into Occupancy, Average Daily Rate, and Rooms Booked.

  • When you export the report into Excel, it breaks down the results by room type, and all numbers are split into separate columns allowing easy manipulation and review of the numbers.

Availability Report

  • When you have the Mews Booking Engine or the Channel Manager connected, these take the availability directly from this report. So if you would like to set overbooking or block rooms from sales, this is the best location to do so.

Note: in order to avoid overbookings, you might consider blocking 1-2 rooms/beds so that you can sell them to direct bookers.

Manager Report

  • This serves as a master summary used by the management to analyze the performance of the previous day, month-to-date, and year-to-date performance of the hotel.

  • The report opens up with all revenues excluding taxes. If you wish to include the taxes, tick the box “Include Tax,” and run the report again.

MEWS TIP: save time on report exports by scheduling them 👇 


Shift Planning (Front Office, Housekeeping, F&B)


  • Reservation Overview statistics: select multiple dates to see the number of arrivals, departures, stay-overs (applicable for FO, HSK, and F&B departments).

  • Product report: the report shows the total number of customers in-house on a specific day and how many products were sold in each category. This report can be used by the kitchen/restaurant to plan ahead for the amount of breakfasts/lunches/dinners that are pre-booked or could be potentially sold on the spot based on the total number of guests who will be in-house. Alternatively, housekeeping can use it to track the number of extra beds that are booked if you using products for extra beds.

  • Activity Report: a graphical display, by day-of-week and by the hours in those days, to help analyze where you have operational busy hotspots. Every department manager can choose relevant activities for them and plan shifts accordingly, taking into consideration provided historical data.

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