Hotel General Manager Handover Checklist

This Hotel Manager handover form enables a through and systematic handover process when there is a change of management in a particular property. This extensive checklist covers all areas and processes including general management or administrative, finance, HR, front of house, housekeeping, food and beverage, kitchen, sales and marketing, engineering and security departments.

Hotel General Manager Handover Checklist



Security Chief's Background, Experience And Personal Goals

1. Security Chief's background, experience and personal goals


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General Security Measures

1. Staff deployment on property and watchclock stations


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2. Special security systems (television, etc)


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3. VIP guest security (anything unique)


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4. Employee entrance security


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5. Timecard security


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Bomb And Terrorist Threat

1. History of incidents


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2. Alert mechanism


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3. Implementation program following alert


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4. Training program


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Key Security

1. Security of master and emergency keys


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2. Security of cashier safety deposit box keys


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3. Security of storeroom keys


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Cash Security

1. Transport of daily deposits to local bank


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2. Transport of Property cashier's banks to/from outlets


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3. Burglar and holdup alarms


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4. Special cashier security during power outages


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5. Security of safe combinations


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Unregistered Guest Policy

1. History of the problem, if any


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2. How is the policy handled


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3. Cooperation other Property and/or local police


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Guest Security

1. Policy on changing apartment room door locks


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2. Missing master keys and recovery program


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3. Incidence of guest room thefts


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4. Guest safety deposit box security and procedures


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Death In The Property

1. History


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2. Alert notification procedures


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3. Special security measures and religious procedures, where applicable


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Unusual Security Problems Or Procedures, If Approprate

1. Heads of states


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2. Security of bulky valuables (fur coats, etc)


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Outside Contracts For Maintenance

1. Major Property contractors


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2. Effectiveness of contractors (elevators, air conditioners, boiler plants, etc)


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3. Any problem areas?


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Review Of Owning Company Matters

1. Property Agreement (Operating & management, or lease)


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2. Owning Company organization (who's who)


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3. Relationship with Owning Company


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4. Internal Owning Company relationship


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5. Owning Company file (problems, how to handle same)


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6. Equity position of owners. Are Board members management employees? Who has approval authority?


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7. Capital expense budget procedure with Owning Company


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8. Rehabilitation/renovation agreement or plans in progress?


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9. Board meeting timetable and previous minutes overview


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10. Review outstanding or pending owning company matters


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11. Traditional Property owning company events and courtesies extended to Board members and owning company employees?


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12. Establish date for presentation of incoming GM to Board


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Administrative And General

1. Organization chart


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2. Outline union agreement (effective dates, relationship)


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3. Power of attorney


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4. Lawyer (review pending items, give legal update)


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5. Shop leases : 1 Outline each lease agreement


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6. Shop leases : 2 Review tenant relationships, programs, policies


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7. Shop leases : 3 Meet shop owners


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8. Outline contracts for utilities, entertainment and others


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9. Review Property relationships with bank, financial status


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10. Annual budget and forecasts, review and identify problem areas


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11. Marketing Plan


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12. Financial statement


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13. Goals incentive plan


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14. Administrative calendar (any problem areas)


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15. Complaints and method of handling some


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16. Department Head Meetings (time, format, history)


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17. Staff Committees(Do they meet? Are they effective? What has been their contribution for the budget?)


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18. Staff Committees(Do they meet? Are they effective? What has been their contribution for credit?)


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19. Staff Committees(Do they meet? Are they effective? What has been their contribution for the executive?)


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20. Staff Committees(Do they meet? Are they effective? What has been their contribution for Safety/Fire Prevention?)


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21. Staff Committees(Do they meet? Are they effective? What has been their contribution for sanitation?)


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22. Staff Committees(Do they meet? Are they effective? What has been their contribution for small savings?)


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23. Staff Committees(Do they meet? Are they effective? What has been their contribution for staff welfare?)


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24. Department training programs underway or planned?


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25. Capital expenditure budget and large purchase orders outstanding


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26. Signature authorization cards for bank accounts


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27. Who is authorized to sign ENT checks in Property?


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28. Review special festival days, holidays, promotions, history and recommendations.


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29. Insurance coverage review : 1 Property and fire insurance


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30. Insurance coverage review : 2 Guest liability (primary and contingent)


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31. Insurance coverage review : 3 Inventories (as per operating agreement)


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32. Insurance coverage review : 4 Property vehicles


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33. Insurance coverage review : 5 Insurance handled by owning company


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34. Insurance coverage review : 6 Insurance handled by Property


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35. Review safe combination policy for Property safe


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36. Review policy of Property Manager's keys


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37. Property Manager car(s) policy; who can use? Who controls?


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38. Property Manager's secretary


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39. Professional/social/fraternal memberships a. Safety deposit box at local bank


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40. Professional/social/fraternal memberships b. Business cards, special invitations, compliment cards


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41. Professional/social/fraternal memberships c. Property Manager's city ledger account policy


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42. Professional/social/fraternal memberships d. Property Manager apartment inventory


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43. Professional/social/fraternal memberships e. Known exceptions


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44. Professional/social/fraternal memberships f. Known but not budgeted capital expense items needed


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45. Professional/social/fraternal memberships g. Full inspection report, all areas of Property


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46. Professional/social/fraternal memberships h. Review and sign off Property Manager apartment and office inventory


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47. Professional/social/fraternal memberships i. Full examination of Property floor plans and drawings


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48. Professional/social/fraternal memberships j. Interview with Property doctor regarding general health of Property employees and specifically or individual department heads.


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49. Professional/social/fraternal memberships k. Labour relations should be discussed by incoming/outgoing Property Manager's and Human Resource Manager


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Local Status Information And Background

1. Local Property associations


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2. Property licenses (liquor, business, occupancy, etc)


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3. Performing rights agreements on music royalties


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4. State of the National, including local political situation (if appropriate)


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5. Local customs and culture (do's and don'ts)


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6. Property history (anniversary date, traditional events)


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7. Pre-opening file (if applicable)


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8. Construction follow-up file (if applicable)


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9. Handover updated Property Manager address book


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10. Currency control central bank, if applicable


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11. Details of any foreign exchange regulations


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12. Tourism survey of city and/ or country


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13. Import restrictions and evaluation of impact on operations


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14. Details of existing or proposed price controls


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15. Status of local labour unions


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Manuals Inventory

1. Property Manager's Handover/Checklist Manual


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2. Policies & Procedures Manual


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3. Training - Grooming


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4. Training - Telephone


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5. Marketing Plan (Past year and present)


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6. Marcom Guidelines


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7. Business Planning Manual


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8. Internal Procedure Manuals for all departments


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HR Details

1. HR Manager's background, experience and personal goals


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2. Complete personnel listing including name, position, salary, date and amount of last increase, date of hire and whether a union


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3. Read department heads' personnel file


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HR Policies

1. Hours per week worked


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2. Vacation Policy


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3. National and religious holidays


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4. Hiring Policy


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5. Layoff Policy


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6. Firing Policy


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7. Sickness Procedure


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8. Disability Procedure


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9. Overtime Policy


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10. Bonus Policy; if applicable (end of year etc)


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11. Severance Pay


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12. Staff Housing


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13. Who lives in Property; name(s)/room/apartment number(s)


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14. Staff Transportion


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15. Transfer possibilities or promises


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Expatriate Staff

1. Expatriate promises


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2. Transfer possibilities


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3. Contract status


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4. Vacation status


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5. Privileges


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6. Probable promotions


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7. Training for local employee replacement of expatriates


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Labour Laws And Regulations

1. Minimum wages


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2. Minimum working age


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3. Retirement age : mandatory?


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4. Restrictions on employment


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5. Accident and disability insurance coverage


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Privileges And Benefits

1. Department head privileges (pool, steward sales, etc)


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2. Employee privileges (meals, city ledger, etc)


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3. Union benefits


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4. Medical insurance and related benefits


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5. Cash advances, loans, uniform allowances and the like


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6. Pension or retirement plan or policy


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7. Other benefits


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Staff Welfare

1. Committee contribution to staff welfare


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2. Activities and programs


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3. Employee cafeteria and locker area; condition and program


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Training Programs

1. Training facilities (room, library, films, etc)


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2. Describe training programs by department


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3. Language program


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4. Training program, including staff exchanges program


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5. Government training program


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6. Supervisory training


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7. First aid training


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8. New hire orientation


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Employee Recognition

1. Employee of the month program


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2. Awards, how often, next date gift if any, presentation ceremony custom


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3. Complimentary letters, commendations


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4. Suggestion box and means of response


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5. Employee newsletter


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6. History of annual outings, parties, etc


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Job Specifications

1. Job descriptions all positions?


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2. Describe procedure for filling vacancies


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Others

1. Staff turnover and related problems


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2. Accident reports and recent trends


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3. First aid boxes; location and upkeep


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4. Employee entrance control


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5. Are there periodic employee locker checks? When are these done?


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6. Confidential staff arrangements


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Annual Budget And Personal Performance Evaluation (PP&E)

1. Review PP&E's Key Results Area (KRA)


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Personnel

1. Controller's/Chief Accountant's background, experience and personal goals


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2. Technical competence of accounting staff


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3. Depth of staff and cross training program


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4. Any concerns?


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Finance

1. Financing arrangements, if applicable


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2. Repayment of debt, if applicable


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3. Cash flow and cash forecast


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4. Fee earnings


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City Ledger

1. Total outstanding and recent trends


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2. Number of days in city ledger


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3. Magnitude of bad debts and write off


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4. Overdue accounts and collection procedure


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5. Brief description of credit policy


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Inventories

1. Special problems and control procedures


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2. Inventory policy


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3. Issuing hours/days of storerooms


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4. Steward sales to employees


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Cash

1. Brief description of cash controls


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2. Amounts of house banks and individual limits


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3. Petty cash banks and control procedure and limitations


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4. Description of banking arrangements and policy


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5. Bonded employees and cashier over/short policy


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Payroll

1. Brief description of payroll procedure and policy


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2. Mechanism for controlling payroll


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3. Overtime policy- who can authorize request


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4. Payroll control of department heads (time sheets etc)


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5. Policy on cash advances to employees and employee loans


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6. Brief description of employee benefits


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7. Procedure for casual labour


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8. Policy on employee city ledger and discounts, if applicable


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Contract And Leases

1. Outside contractors for local services window washing etc.


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2. Major Property contracts (over S$1,500/=)


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3. Shop leases and any problem areas with shop


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4. Other contracts or leases, including history and status of barter arrangements and any unusual arrangements/charges


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Important Internal Procedures

1. Employee meals in Property; do employee pay any costs? (applicable to hotels only)


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2. Procedure on employee dependent meals applicable to Property only


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3. Procedure on entertainment


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4. Check cashing and credit cards


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5. Procedure and control on advance deposit


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6. Unusual problem areas


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7. Travel agency commission payments


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8. Is the number of guest safety deposit boxes adequate? How do we handle guest valuables if no boxes available? (applicable to Property only)


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Reporting

1. Any problems with items on administrative calendar


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2. Financial statements


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3. Preparation of budget and five-year plan


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4. Cost control


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5. Purchasing


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6. Receiving


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7. Payroll control


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8. Any unusual reporting requirements


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9. History and trends in incidents of workmen's compensation cases; guest incidents and claims; thefts


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Receiving And Stores

1. Brief description of control points and procedure


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2. Special import/customs requirements or restrictions


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3. Status update of FF&E budget


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4. Inventory controls and par stock controls


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5. Quality control at receiving dock


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6. Brief description of storeroom controls, procedures


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7. Liquor issuing control


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8. Meet issuing control


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9. Goods receiving control and storage


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IS Installation

1. Front Office System


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2. Back of the House


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3. Lease Back Owner's System


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4. F&B System


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Annual Budget Planning And PP & E

1. Review budget and Personal Performance & Evaluation (PP&E) and Key Result Area (KRA)


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Personnel

1. Background, experience and personal goals


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2. Profile of Managers


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3. Profile of telephone/uniformed services staff


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4. Profile of reservations/reception staff


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5. Provide list of FO department supervisors/key personnel


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Daily Operation And Coverage

1. Hours of coverage : FOM and Assistant Manager


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2. Weekend coverage


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3. Morning briefings


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4. Schedule of Front Office meetings


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5. Front Office training programmes


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Guest Relations

1. Profile of Guest Relations Manager


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2. Handling of VIP and repeat guests


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3. Describe promo cardex


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4. VIP courtesies and approvals


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Occupancies And Average Room Rate Trends

1. Forecast last year, compared to actual


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2. Forecast this year, compared to actual (YTD)


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3. Impact of seasons on Property/(peaks and valleys)


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4. General and specific sources of business


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5. Provide a listing of major accounts of particular note


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6. When are forecasts prepared for department heads? Distribution?


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7. Provide a copy of Reservations on the books to date for next twelve months


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Facilities And Equipment

1. General condition of reservations office and reception


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2. General state of operating equipment and impact on ongoing operations


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Annual Budget Planning And Personal Performance & Evaluation (PP&E)

1. Review budget and PP&E


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Personnel And Productivity

1. Executive Housekeeper's background experience and personal goals


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2. Appraisal of Assistant Housekeeper (s) and various supervisors


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3. General caliber of staff


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4. Absenteeism/turnover of staff


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5. Day maids - average number of occupied rooms/day


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6. Night maids - average number of occupied rooms/night


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7. Day floor supervisors - average number of room assigned/day


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8. Hours of various shifts


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9. Hours of main linen room


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Furniture, Fixtures And Equipment (FF&E) - Guest Rooms And Public Areas

1. Availability of interior designer's furniture arrangement plans and documentation (pictures of furniture, lamps, switches of fabrics, etc) - where located? Does EH have ready access to them?


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2. General condition


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3. Any extras/spares in storage


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4. Approximate age of and replacement program status for guest room box springs and mattresses


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Inventories

1. Linen-guest rooms and F&B: Status and quality


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2. Linen-guest rooms and F&B: Par stocks in circulation, new in storage, on order but not received


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3. Linen-guest rooms and F&B: Review the more recent inventory recaps


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4. Linen-guest rooms and F&B: Handling of discards


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5. Uniforms: Status and quality


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6. Uniforms: Sufficient quality and in good repair


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7. Uniforms: Are uniforms fitted by a tailor? Is tailor on Property staff?


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8. Rollaway beds/bed boards/baby cribs: Quality is sufficient?


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9. Rollaway beds/bed boards/baby cribs: General condition?


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10. Rollaway beds/bed boards/baby cribs: Storage?


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11. Housekeeping equipment (vacuum cleaners, carpet shampoos, floor sc rub/polish machines, maid trolleys, etc): Sufficient quality?


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12. Housekeeping equipment (vacuum cleaners, carpet shampoos, floor sc rub/polish machines, maid trolleys, etc): General condition?


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Guest Room Supplies

1. Are all standards provided?


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2. VIP special items


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3. Floral arrangement


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4. What lamp bulb wattage is used in guest room lamps? Who replaces burned out lamp bulbs?


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Keys

1. Describe control system used for all keys issued to the Housekeeping department


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2. Overall Key Control structure for Property; Conventional Key or Electronic Card Key


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Lost & Found

1. Storage, control, security


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2. Length of time unclaimed items stored


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3. Manner of disposal of unclaimed items


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Maintenance Work Orders

1. Is system used?


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2. Is completion of work orders timely and generally satisfactory?


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Contracts With Outside Firms For Housekeeping Services

1. Does Property use such services?


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2. If so, do you have copies of contracts?


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3. Are you satisfied with their services?


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Live-In Staff And/or Staff Housing

1. Frequency and extent of housekeeping services provided


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Occupancy Forecasts/VIP Lists

1. Are these received in time for proper planning?


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Communication Systems Between Main Linen Room And Guest Room Floors

1. Staff telephone with light signal?


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2. Beepers?


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3. Room status system?


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4. Any major problems?


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