Actioning the Duty Log

The Duty Log serves as a crucial communication tool within the hotel, allowing the Duty Manager to record and track significant events, guest concerns, or operational issues that arise during the shift.

Duty Logs are located here

It's essential that all team members understand how to effectively read and action entries in the log to ensure seamless operations and guest satisfaction.

Understanding the Duty Log Structure

The Duty Log is organised by department, with entries listed under the relevant heading. While entries are generally added in chronological order within each department section, the overall log structure prioritises grouping related issues together.

Each entry should include the following key components:

Room number: The relevant room number should be listed first

Guest name: The guest's name follows immediately after the room number.

Folio number: The relevant folio number will be listed next.

Booking details: The booking agent, check-in date, and check-out date will be enclosed in brackets.

Description and Action: A clear and concise summary of the event or issue, along with details of any immediate actions taken to address the situation.

Resolution and Follow-up: Notes on the resolution or any required follow-up actions, including the relevant department responsible.

Example:

Room 1605 EDWARDS, ANDREW, Mr #123456 (Booking.com 08/07 - 10/07) Guest reported no hot water for morning shower. Offered complimentary breakfast as service recovery. Guest satisfied. Resolved.

Actioning Entries

Review the Log: Make it a habit to check the Duty Log at the start of your shift to stay informed of any pertinent issues.

Prioritise: Your Duty Manager will highlight any entries requiring your direct attention. Be sure to prioritise the most urgent matters first.

Action and Communication: Take prompt and appropriate action to address the issue outlined in the entry. Keep relevant team members and the Duty Manager informed of your progress in resolving any issues.