Delegation and Shift Handover Course: Handover in security, hospitality, retail and office work

1. Pergunta 1 de 17

   What are post orders?

   • AInstructions from police to arrest a named person on the site
   • BA guard's own personal notebook entries from each of their shifts
   • CAdvertising material that the security company gives to new clients
   • DWritten instructions for a guard's duties at a site
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   Resposta: D. Written instructions for a guard's duties at a site

   Post orders are the written site instructions a guard follows: duties, patrols, access rules and contacts.

2. Pergunta 2 de 17

   Ontario's training syllabus for security guards lists shift handover procedures as part of what?

   • ANothing; handover is not mentioned in the guard syllabus
   • BAn optional topic that is taught only to security supervisors
   • CThe basic security procedures that guards learn
   • DTraining for armoured car guards only, not other guards
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   Resposta: C. The basic security procedures that guards learn

   The syllabus lists shift handover procedures among the basic elements of security, including how to update the next person on shift.

3. Pergunta 3 de 17

   The post orders were updated today. What should happen at handover?

   • AWait until next week so the change can settle in
   • BTell only the supervisor, not the incoming guard
   • CAssume the incoming guard will notice it alone
   • DPoint out the change to the incoming guard
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   Resposta: D. Point out the change to the incoming guard

   Changes to instructions are key handover items. The incoming guard must know and read the new orders.

4. Pergunta 4 de 17

   How should keys and access cards be handed over at a security post?

   • ACount them together and both record the count
   • BTake them home if the next guard is running late
   • CLeave them on the desk for the next guard to find
   • DCount them only if something seems to be missing
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   Resposta: A. Count them together and both record the count

   A joint count, recorded in the log, shows exactly what was handed over and when.

5. Pergunta 5 de 17

   What should the incoming guard do with the radio and other equipment?

   • ATest only the flashlight, not the radio
   • BTest them before the outgoing guard leaves
   • CTest them later, when the first call comes in
   • DAssume they work because they did last shift
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   Resposta: B. Test them before the outgoing guard leaves

   Cross-checking equipment before the outgoing person leaves means problems can be fixed while both are there.

6. Pergunta 6 de 17

   Contractors are still working on site at shift change. What should the handover include?

   • AA note to mention them at the next morning's meeting
   • BTheir names only if they have been noisy during the shift
   • CNothing, because contractors look after themselves on site
   • DWho they are, where they are and when they should leave
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   Resposta: D. Who they are, where they are and when they should leave

   People still on site are open items. The incoming guard must know who to expect and when to check.

7. Pergunta 7 de 17

   Using this post handover sheet, which item should the incoming guard treat as the top priority?

   Item	Details
   Fire alarm panel	Zone 4 is in bypass for a sprinkler repair. Fire watch patrol of zone 4 every hour until it is restored.
   Visitor passes	Two visitor passes were not returned at the end of the day.
   Lost and found	Black umbrella handed in at 16:00. Stored in the lost and found cabinet.
   Post orders	Updated today: lobby doors are now locked at 21:00, starting tonight.

   • AThe umbrella in lost and found
   • BReading the full post orders binder later
   • CFire alarm zone 4 and its fire watch
   • DThe two visitor passes not returned
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   Resposta: C. Fire alarm zone 4 and its fire watch

   A safety system in bypass with a required fire watch is a safety item and comes first.

8. Pergunta 8 de 17

   According to this post handover sheet, what changed in the post orders?

   Item	Details
   Fire alarm panel	Zone 4 is in bypass for a sprinkler repair. Fire watch patrol of zone 4 every hour until it is restored.
   Visitor passes	Two visitor passes were not returned at the end of the day.
   Lost and found	Black umbrella handed in at 16:00. Stored in the lost and found cabinet.
   Post orders	Updated today: lobby doors are now locked at 21:00, starting tonight.

   • ALobby doors now lock at 21:00, from tonight
   • BLost items must now be given to the police
   • CFire watch patrols are now every two hours
   • DVisitor passes no longer need to be returned
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   Resposta: A. Lobby doors now lock at 21:00, from tonight

   The post orders row says the lobby doors are now locked at 21:00 from tonight.

9. Pergunta 9 de 17

   At a hotel front desk, which item is most important to pass on at shift change?

   • AThe lobby plants were watered earlier this morning
   • BA guest waiting for a broken lock to be fixed
   • CThe weather was sunny most of the day
   • DTwo guests checked out on time
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   Resposta: B. A guest waiting for a broken lock to be fixed

   An unresolved guest problem, especially one about room security, is an open issue the next person must follow up.

10. Pergunta 10 de 17

    Using this hotel front desk log, which room still needs follow-up this morning?

    Room	Issue	Action taken	Status
    208	Late checkout to 13:00 approved	Noted in the booking system	Closed
    315	No hot water in shower	Maintenance called 06:40; technician arriving 08:30	Open
    412	Guest has a nut allergy	Kitchen and room service told at 07:10	Alert for whole stay
    520	Wake-up call 05:30 tomorrow	Set in the phone system	Closed

    • A208
    • B315
    • CNone of the rooms
    • D520
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    Resposta: B. 315

    Room 315 is Open: the technician is due at 08:30 and someone should confirm the hot water is fixed.

11. Pergunta 11 de 17

    In this hotel log, why must the room 412 item be passed on at every handover during the guest's stay?

    Room	Issue	Action taken	Status
    208	Late checkout to 13:00 approved	Noted in the booking system	Closed
    315	No hot water in shower	Maintenance called 06:40; technician arriving 08:30	Open
    412	Guest has a nut allergy	Kitchen and room service told at 07:10	Alert for whole stay
    520	Wake-up call 05:30 tomorrow	Set in the phone system	Closed

    • AIt must be passed on only if the guest complains
    • BIt is only about a late checkout time for the guest
    • CIt is a safety alert for every meal and order
    • DIt is closed, so it can be left out of later handovers
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    Resposta: C. It is a safety alert for every meal and order

    An allergy alert stays important for the whole stay. Each new shift must know about it.

12. Pergunta 12 de 17

    How should a cash till be handed over between cashiers?

    • ASkip the count on busy days and do it at closing
    • BCount it together and both record the amount
    • CCount only the coins, since notes are easy to check
    • DThe new cashier counts it alone after the first cashier has left
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    Resposta: B. Count it together and both record the amount

    A joint count, recorded and signed, shows who was responsible for the cash at each point.

13. Pergunta 13 de 17

    A customer has an item on hold until 6 p.m. What should go in the retail handover?

    • ACustomer's name, item, where it is and pickup time
    • BNothing, because the item can simply go back on the shelf
    • COnly the item's price, so the till is ready
    • DA quick spoken mention to one co-worker on the floor
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    Resposta: A. Customer's name, item, where it is and pickup time

    Open customer commitments need enough detail for the next person to keep the promise.

14. Pergunta 14 de 17

    You are going on two weeks' leave. What should your office handover include?

    • AA list of open tasks with status, deadlines, contacts and where files are
    • BNothing, because the work can wait until you return
    • COnly an out-of-office message on your email account
    • DYour computer password so your backup can log in
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    Resposta: A. A list of open tasks with status, deadlines, contacts and where files are

    A written task list gives your backup what they need. Never share your password; ask IT for proper access instead.

15. Pergunta 15 de 17

    What should your out-of-office message say?

    • AA promise to reply to everyone within one hour
    • BNothing about your return date, for privacy
    • CYour return date and who to contact meanwhile
    • DYour password, so that urgent work can still be done
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    Resposta: C. Your return date and who to contact meanwhile

    A clear return date and a backup contact help people get what they need while you are away.

16. Pergunta 16 de 17

    Using this office handover table, who should the backup contact to finish the Hill Co. report?

    Task	Status	Deadline	Contact
    Monthly report for Hill Co.	Draft done; needs final sales numbers	Oct 22	Ana (finance)
    Book a room for staff training	Done: Room B on Oct 28	None	None
    Supplier invoice 881	Waiting for manager approval	Pay by Oct 24	D. Roy (manager)

    • AThe Room B booking desk
    • BNobody; the report is done
    • CAna in finance
    • DD. Roy, the manager
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    Resposta: C. Ana in finance

    The Hill Co. report needs final sales numbers, and its listed contact is Ana in finance.

17. Pergunta 17 de 17

    An incident is still in progress at shift change. What is the best approach?

    • ALeave on time and let the incoming person work out what is happening
    • BHand over the keys only and explain the incident by text later
    • CWrite "incident ongoing" in the log and leave straight away
    • DDo not rush; brief the incoming person fully and follow your supervisor's direction
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    Resposta: D. Do not rush; brief the incoming person fully and follow your supervisor's direction

    Handover should get as much time as it needs. An active incident is the most important item to hand over properly.

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