Hotel Guest Transport Handover Checklist for Concierge Teams

Hotel transport requests often pass between a guest, personal assistant, concierge, reservations team, dispatcher and driver. A short but complete handover prevents repeated questions and helps the collection run smoothly.

Record the guest and organiser separately

The person arranging transport may not be travelling. Record the lead passenger’s name and mobile number, together with the organiser or concierge contact. Include international dialling codes and confirm which person should receive updates.

Confirm the hotel collection point

Large hotels may use a main entrance, side entrance, residence lobby or underground car park. State the exact pickup point and tell the passenger where to wait.

Coordinate with the doorman

Share the expected vehicle or driver details with the doorman when appropriate. If stopping space is limited, agree how the hotel will signal that the guest is ready before the vehicle approaches.

Describe the complete itinerary

List every stop in order with full addresses, postcodes and required arrival times. For restaurants, theatres and event venues, include the booking name or entrance when it helps identify the correct location.

Fixed appointments

Mark flights, trains, meetings, performances and restaurant reservations as fixed times. The operator can then build suitable buffers around the parts of the itinerary that cannot move.

Flexible stops

Shopping, sightseeing and unscheduled waiting should be identified as flexible. Explain whether the driver must remain available and note the expected finish time.

Match the vehicle to the guest

Confirm passenger count, luggage, child seats, accessibility needs and any large purchases expected during the day. A room number is not a substitute for a passenger contact and should only be shared when necessary.

Clarify billing and authority

State who is paying and who may approve extra waiting time, additional stops or an extended hire period. If the hotel is charging the service to a room or account, the operator should receive the agreed billing reference.

Protect guest information

Share only the information required for the journey. Sensitive room, itinerary and identity details should not be sent through unverified personal accounts. Ask how subcontractors and additional drivers receive booking information.

Manage changes through one contact

Appoint one person to approve amendments. When several people send instructions independently, the driver may receive conflicting times or destinations. Record significant changes in writing.

Prepare for early and late collections

Confirm which hotel contact is available outside normal concierge hours. For early airport departures, arrange wake-up calls, luggage collection and lobby attendance in advance.

Final handover checklist

Before the vehicle is dispatched, confirm:

• lead passenger and mobile number

• organiser or concierge contact

• exact hotel entrance

• collection time and required arrival time

• all stops in order

• luggage and vehicle requirements

• fixed and flexible parts of the itinerary

• billing reference and amendment authority

• after-hours hotel contact

A consistent handover format saves time for the hotel and transport team while giving the guest one clear plan. Accuracy and ownership are more valuable than repeating broad service promises.