Before opening, discuss what you expect, what equipment is available and who will be responsible for issuing, returning and dealing with exceptions.
1. Look ahead together
Before opening, go through the expected bookings. When are the first guests due? Are there any larger groups? Which meal service times coincide with guests returning? The aim is for everyone to be aware of the same busy periods.
Also discuss how much space you want to set aside for walk-in guests. This will ensure there is no confusion at reception about what is still available.
2. Agree on when something is actually ready
‘Available’ and ‘ready to go’ aren’t always the same thing. A returned bike may still need to be checked over. A SUP set may appear to be complete, even though a paddle is missing.
Work together to clarify which checks apply to your equipment. Also set out how you will indicate that an item is temporarily unavailable.
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3. Spread the workload during peak periods
Who greets the guests, who checks the booking and who hands over the equipment? You don’t need a separate member of staff for every task. A clear division of tasks is also helpful in a small team.
Agree on when to bring them in. For example, when a group arrives at the same time and several return journeys come in.
4. Give exceptions a single clear path
A guest arrives late, wants different equipment or has a question about payment. Discuss who will deal with such situations and where any agreement reached will be recorded.
That way, the next colleague won’t have to go through the whole story again. Keep the note brief and to the point: what has been agreed, with whom, and what still needs to be done?
Start small. Test the arrangements on a busy morning. Afterwards, ask your team which arrangements were helpful and which were still unclear.
5. Round off the day by looking ahead to tomorrow
Go through any outstanding returns, equipment checks and any other issues. What still needs attention before the next hire day begins?
Use what you saw today to improve your preparations for tomorrow. Information about bookings, issue and returns is more helpful if your team also knows who is following up on them.