Handing guest requests between shifts without losing any

Shift change is where guest requests go missing. The morning team took a late-checkout ask, a guest wanted an extra pillow, someone promised to check a spa slot. Then the handover happens in five minutes at the desk, half of it from memory, and the evening shift starts with a vague “a few things are open.” The guest who asked at 10:00 asks again at 18:00, and now they are asking a person who has never heard of it.

The issue is rarely care. It is where the information lives. If open requests sit in one person’s head, a notebook, or a chat thread on a personal phone, every handover depends on that person remembering everything at the end of a long shift.

A shared board changes the question the next shift asks. Instead of “what did you promise?”, it becomes “what does the board say?” When guests scan the room QR, Avant opens on their own phone, and requests they send from there land on the Porte Requests board. Each card shows the room and the service, and moves through simple stages: New, Viewed, Confirmed, Completed. That is enough to read the state of the hotel at a glance.

Read at handover, the stages answer the questions that matter:

• New: nobody has looked yet. These go first, because the guest is still waiting for any sign of life.
• Viewed: someone has seen it, but it is not settled. This is where things slip between shifts, so name who picks each one up.
• Confirmed: the guest has been told yes. This is a promise in flight, and the next shift now owns it.
• Completed: done. No need to talk about it unless a guest follows up.

A simple handover routine is enough. The outgoing shift opens the board with the incoming one, walks through New and Viewed, and says out loud who takes each card. Confirmed cards get a quick check that nothing is overdue. Anything that came in by phone or in person at the desk goes onto the board before the shift ends, so the board stays the one place to look. The handover gets shorter, and it stops depending on who had the better memory that day.

This works best when the routine questions never become requests at all. If opening hours, Wi-Fi, and breakfast times are current in Avant, the board carries the asks that actually need staff, and each shift can see them clearly.

Want to see how requests look on the Porte board at shift change? Contact us or write to support@concierge-avant.si.