Guest Services Agent (GSA) Checklists

At the beginning of your shift you will be provided a checklist. By completing the tasks on this list in a timely manner, you are ensuring that all essential tasks are performed efficiently and consistently across shifts.

All shifts (AM, PM, and Night Audit) receive a checklist with various tasks to perform throughout your shift.

Procedure

1. Beginning of Shift

• Obtain the designated checklist for your shift (AM, PM, or Night Audit).
• Review the checklist carefully and familiarise yourself with the tasks required.
• If any tasks are unclear or you require additional information, seek clarification from the Duty Manager or a senior colleague.

2. Prioritise Tasks

• Assess the urgency and importance of each task on the checklist.
• Create a plan of action, prioritizing time-sensitive and critical tasks first.

3. Execute Tasks

• Complete each task in a systematic and efficient manner, referring to relevant SOPs or instructions as needed.
• Document any issues or discrepancies encountered during task execution.

4. Mark Tasks as Complete

• As you finish each task, clearly mark it as complete on the checklist.
• This ensures accountability and allows for easy tracking of progress.

5. Communicate with Colleagues

• If a task cannot be completed during your shift, communicate this clearly to the incoming shift, providing all relevant details and context.
• Use the Movement Sheet on the back of your checklist to share updates and any outstanding issues.

6. End of Shift

• Review the checklist to ensure all tasks have been completed or appropriately handed over to the next shift.
• File the completed checklist in the designated folder in the back office cupboard.

Note:

Duty Managers will update checklists regularly to reflect any changes in procedures, systems, or operational requirements.