Dear WuBookers, when it comes to managing staff shifts for hotels and tourism properties, the golden rule of all other companies applies: good organization is the key to ensuring that everything runs smoothly. On the other hand, it is true that the hotel industry has its own peculiarities, linked to seasonality and variable workflows.

In this article, we’ll look at how to balance the operational needs of the property with the individual needs of employees to ensure efficiency and satisfaction for both parties.

How to manage hotel staff shifts

In order to define and manage sustainable work shifts for hotel staff that are tailored to the real needs of the property, it’s important to follow a few steps. Obviously, we take it for granted that the maximum number of hours required by specific legislation is respected and that employees and collaborators have enough time to recharge their batteries between shifts: overworking staff risks being counterproductive, as well as unfair.

That said, here are some tips to get you started.

1. Combine employment, skills, and subjective needs

Unlike other businesses, where workflows are not always easy to predict, a hotel property with some experience should be able to know with some certainty which are the busiest and quietest periods. Knowing market fluctuations in advance is essential for determining the amount of staff needed throughout the year: you will need more workers during the high season, which can be reduced during the low season.

In addition to this, it is important to map the requests and skills of each professional in order to accommodate them as much as possible when organizing work shifts and vacations.

2. Plan attendance and vacations in advance

With this in mind, you can plan everyone’s shifts and vacations, balancing business and personal needs. It won’t always be possible to satisfy everyone, but it’s essential to create a culture of sharing and solidarity among colleagues, so that at least some of everyone’s needs can be met. For example, you could rotate vacations during the busiest periods or vary shift schedules to distribute the heaviest shifts fairly.

Remember that staff training hours must also be included in working hours and, in addition to being paid, must be allocated in a consistent manner.

Preparing all of this well in advance of the planning period (at least a few months) will allow everyone to organize themselves in time, without generating frustration or discontent.

3. Be flexible and ready for the unexpected

Planning everything in advance will also give you a long-term overview and allow you to deal with any unexpected events with greater peace of mind. Being in control of the situation, especially during chaotic times such as seasonal peaks, is also possible thanks to impeccable and forward-thinking organization.

Let’s say a receptionist is forced to leave work suddenly. To replace them, you could ask for help from a colleague who has yet to start their shift, rather than one who has just left the property and needs to rest: something you will only know thanks to precise and comprehensive planning. If the absence is prolonged, it will be easier to understand what gaps they leave uncovered from then on and make the necessary arrangements.

4. Communicate and discuss, always

Business planning does not necessarily have to come down from above as an imperative, but it can—and should—directly involve the staff concerned when it is drawn up. It can then be shared using paper (the classic printed sheet hung on the notice board) and/or digital tools.

If there are several departments, such as housekeeping and catering, it is not necessary for work schedules to be shared with everyone, but it is good practice for them to be shared among employees in the same area or among those who need to work together.

5. Monitor and check

Finally, monitoring is necessary. Not only to ensure that everyone sticks to their shifts, barring any changes or replacements, but also to check that resources are being allocated in a truly functional way. Monitoring can be carried out using dedicated staff management tools or, for smaller or family-run businesses, in a more informal way. However, it is important that it is done regularly and that it serves as a source of analysis and improvement.

Software and tools for shift management

While it is possible to manage shifts manually at the beginning, using simple tools such as an Excel spreadsheet, as the property grows and the number of staff increases, technology must also develop in parallel. HR software is an IT solution designed to manage human resources in an optimized and automated way. These tools allow you to organize vacations, leave, and work shifts and record attendance (in addition to other tasks, such as administrative work), thus lightening the load on the personnel office, reducing the risk of human error, and highlighting any shortcomings. It is an essential tool for more structured businesses.

Equally essential is another piece of software that complements and integrates with HR software: hotel PMS. Zak, the management software for accommodation properties by WuBook, for example, has a module dedicated to housekeeping management and the coordination of housekeeping staff. In this area, it is possible to define cleaning policies, i.e., the activities planned for each condition (check-in, check-out, etc.), and customize them by type of accommodation.

Once this is done, it is possible to enter the accounts of the cleaning staff, who will then receive their daily tasks via email, text message, or WhatsApp. When they have finished, they can report the activity as completed and add details such as items found in the room or maintenance work required. In this way, in addition to shift management, it will also be easy to manage the tasks for each employee and organize work across the board.

What are the risks of not organizing staff work well?

Improvising or making mistakes in shift management—beyond extraordinary circumstances—can have various negative effects that affect the property and the quality of service, with very unpleasant consequences. These include:

• staff dissatisfaction: unhappy employees tend to take their discomfort out on their work and perform less well. This creates tension and can also affect the image of the hotel;
• confusion and staff shortages: disorganization leads to overlapping, chaos, and shortcomings, which is not ideal for a property that wants to offer the best to its customers;
• loss of information: if shifts and schedules are not kept track of, it is difficult for the business to run smoothly;
• complaints and grievances: when this situation becomes unsustainable for guests as well, the likelihood of negative comments and reviews increases.

Human resources are so called because of their potential: ensuring their well-being, including through sensible shift management, means improving performance and, ultimately, productivity, and helps to create a peaceful and pleasant working environment, even for those on the outside.