A good handover sets out what the guest can expect, what has been agreed and what action still needs to be taken.
Start by considering what the guest expects
Take a look at the information you share in advance. Where should guests be, at what time, and what should they bring with them? Make sure your team is aware of these details.
A warm welcome often starts with recognition. Staff do not need to know every detail off by heart, but they do need to know where to find the details of an appointment.
Complete a brief handover
Decide what information is needed to assist your guest effectively. Keep the handover clear and concise, and limit any additional notes to what is relevant to that activity.
- unknown nodeunknown nodeunknown nodeunknown node
Repeat changes in the same place
It’s easy to overlook a change in a standalone message. So make sure you agree on where to record any changes to times, numbers or other arrangements.
When handing over work, check which information is up to date. A colleague who starts later should not have to choose between an outdated printout and verbal clarification.
Try it together. Ask a colleague to take over a sample booking without any verbal explanation. Where do they still have questions? That’s where you can make the handover clearer.
Leave some space for the meeting
The information helps to ensure a smooth welcome. A brief explanation, paying attention to the group and a final check help guests get off to a good start.
Afterwards, discuss where your team still needed to look or ask for clarification. It’s those little moments that tell you which step in the handover needs improving.