Shift guides

Morning shift (07:00–13:00): the check-out shift

• Start (15 min): sign in; Cashier Shift → count the drawer → Opening Float (฿) → Open Shift; read the Diary (red and amber first), Dashboard → Needs Attention, Front Desk lists; clear anything the night shift left.
• In priority order:
  1. Overdue check-outs and Departures today: pay-at-hotel, prepaid OTA, virtual card, company. Settle prepaid OTAs by hand after the incidentals.
  2. Late-arrivals bar (appears at 11:00): Clear the late-arrivals bar: for each chip, check in (backdated) or Mark no-show.
  3. Extensions ("one more night?"): OTA guests become a new Direct reservation.
  4. Correct the audit's room lines: if a night posted at the policy rate instead of the agreed price, Edit the Room charge line with a reason; better, set the nights when the booking is made.
  5. Assign Rooms for tomorrow's arrivals; Rooms page: check Dirty rooms are being cleaned.
  6. New bookings by phone/e-mail then Per-Night Room Rates.
• Before you hand over: every Departure checked out or told to wait; Settled column clear; Diary note for each exception.
• Call the Manager when: a guest refuses to pay; balance in credit; an amount edit over ฿1,000 is refused; Bring Back after the audit; any Not allowed toast you cannot resolve.

Overlap shift (13:00–16:00): the handover shift

• Start: two people are on. The leaving cashier closes their shift after counting with the arriving cashier; the arriving cashier opens a new shift with the counted float.
• In priority order: (1) handover of drawer and Diary; (2) early check-ins for rooms already Clean/Inspected; (3) payment and VCC clean-up (VCC worklist badge in the menu); (4) housekeeping: ask which rooms are ready for the evening arrivals; update Rooms (C button only after you have seen the room); (5) Bring Back and corrections requested in the morning (Senior Reception).
• Before you hand over: the evening shift can read, in the Diary, the list of arrivals that need special attention (VIP, card icon red, Prepaid, VCC, special requests).
• Call the Manager when: the drawer does not balance; an overbooking alert exists for tonight.

Evening shift (16:00–22:00): the arrival shift

• Start: open shift; read the Diary and the Arrivals today list. Print Print Reg Forms (N) on Front Desk.
• In priority order:
  1. Check-ins: reservation → room → Check In Guest → Scan & Print Passport → verify → Gender (TM30) → deposit decision → payment if DIRECT.
  2. Walk-ins: Save & Check in, then Per-Night Room Rates.
  3. Virtual-card and prepaid-OTA guests: charge the VCC now so check-out is quick.
  4. Groups: Check In All, then passports room by room.
  5. Payouts and refunds: record every one.
• Before you hand over: arrivals that did not show: leave them Booked (the night shift decides after the audit) and write a Diary note with the expected time.
• Call the Manager when: a walk-in asks for a rate outside the corridor; no clean room of the booked type is left (upgrade); a guest wants a free upgrade.

Night shift (22:00–07:00): late arrivals and the Night Audit

• Start: open shift (the previous shift's drawer count is your float). Read the Diary and the open items.
• In priority order:
  1. Late arrivals and walk-ins. Remember: until the audit the Business Date is still yesterday.
  2. New bookings from OTAs/phone; OTA e-mails create or cancel reservations automatically (you may see cancellations appear).
  3. Pre-audit (Senior Reception): clear Arrivals processed, Departures processed, other shifts closed; count and bag the drawer (Cash drawer counted & bagged); print In-House ledger, Cashier close, Previous audit; tick the 5 physical checks.
  4. Run the Night Audit: All Green — Run Night Audit; read the result; print the reports; tick the Handover checklist.
  5. Open a new shift (the audit closed yours).
  6. Download TM30 (.xls) and send it as your hotel's procedure says.
  7. Prepare the Arrivals and Departures prints for Housekeeping by 06:00 and for the morning Front Desk.
• Before you hand over: the Diary note with: audit done and time, Unprocessed Arrivals count, anything left, drawer count.
• Call the Manager when: the audit refuses (cooldown, already run); a red pre-audit line cannot be fixed; the audit result shows a surprise (rooms posted much lower than in-house guests); the PMS shows Night audit in progress for more than 5 minutes.

Floating-shift guide (if you rotate or cover)

The first 10 minutes of any shift

1. Read the Business Date in the top bar. Is it today's real date? If not, the audit has not run yet (night).
2. Cashier Shift → count the drawer → open the shift (never open with a guess).
3. Diary → read red and amber notes of the last 24 hours.
4. Dashboard → Needs Attention; In-House Debt badge; VCC badge in the menu; the amber late-arrivals bar if after 11:00.
5. Front Desk: Arrivals today (special requests, badges), Departures today (balance column), Staying (anyone past check-out).
6. Rooms: how many Dirty, how many OOO.

What is time-critical, by clock

Three habits that remove most corrections: (1) set per-night rates the moment a desk booking exists; (2) always choose Method and Department on a payment; (3) never settle to an OTA ledger before the guest has paid incidentals.