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



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 staf


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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 1 Status and quality


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


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


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


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5. Uniforms 1 Status and quality


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6. Uniforms 2 Sufficient quality and in good repair


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7. Uniforms 3 Are uniforms fitted by a tailor? Is tailor on Property staff?


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8. Rollaway beds/bed boards/baby cribs 1 Quatity- sufficient?


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9. Rollaway beds/bed boards/baby cribs 2 General condition


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10. Rollaway beds/bed boards/baby cribs 3 Storage


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11. Housekeeping equipment (vacuum cleaners, carpet shampoos, floor sc rub/polish machines, maid trolleys, etc) 1 Sufficient quality


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12. Housekeeping equipment (vacuum cleaners, carpet shampoos, floor sc rub/polish machines, maid trolleys, etc) 2 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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In-House Transportation Systems

1. Are there soiled linen and rubbish/trash chutes? If so, are they used? If not used? Why?


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2. Any unusual problems with service elevators?


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3. Is the practice of walking up one flight of stairs and walking down two flights of stairs (if not carrying bulky items) in lieu of using an elevator, in general apply to all Hotel/Apartment employees?


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Storage Space

1. Adequate?


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2. If not, what is needed?


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Training Programs And Employee Meetings

1. Discuss


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2. Have housekeeping employees been trained regarding what to do in case of fire and how to actually use a fire extinguisher?


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3. In general do all Hotel/Apartment employees observe the "No Smoking" areas of the Hotel/Apartment?


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Inspections

1. Describe housekeeping inspection program Review program of General Manager/Executive Housekeeper


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2. Personal Hotel/Apartment inspection tours, and institute if not already in effect.


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

1. Review Executive Housekeeper's participation in both of these programs


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Personnel

1. F&B Manager's background, experience and personal goals


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2. Appraisal of senior F&B supervisor


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3. Staffing needs and schedules


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4. Employment situation in area 1 Staff turnover and recruiting


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5. Employment situation in area 2 Availability and sources of new staff


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6. Employment situation in area 3 Competitive wage scale and impact on recruiting


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7. Employment situation in area 4 Transportation : any problem?


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8. Employment situation in area 5 Method of hiring casual labor (banquets, etc)


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9. Any commitments or promises made (promotions/transfers, etc) to present F&B staff?


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Overall Operation

1. Positive points


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2. Negative points


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3. F&B payroll cost


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4. Food cost


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5. Beverage cost


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6. F&B improvement priorities


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7. Recommendations for new profit centers in F&B


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8. Guest questionnaires


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9. Operating inventory replacement needs


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10. Anticipated F&B rehab programs


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11. Outstanding CEA requests


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12. F&B linen storage, control and history of employee abuse


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F&B Outlets (recap Following For Each Outlet)

1. Location


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3. Space and seating capacity


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4. Hours of operation


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5. Review of outlet market 1 Total market


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6. Review of outlet market 2 What market segment do we get?


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7. Review of outlet market 3 Image in this market


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8. Review of outlet market 4 Special rates and considerations


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9. Equipments 1 Silver


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10. Equipments 2 China


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11. Equipments 3 Glassware


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12. Equipments 4 Linen


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13. Equipments 5 Other equipment


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14. Controls


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15. Maintenance required


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16. Cleanliness and sanitation


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17. Management structure and staff


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18. Present standard of product 1 Service


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19. Present standard of product 2 Food


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20. Present standard of product 3 Beverage


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Review Of F&B Menus And Wine Lists

1. Price structure


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2. Competition


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3. Review by cost accounting


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4. Special menus


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5. Printing contracts


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Preventive Maintenance

1. Outstanding repairs


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2. Maintenance orders procedure and effectiveness


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3. Special problems?


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Goals And Objectives

1. Hotel/Apartment and divisional goals and objectives for current year


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2. What is being done to implement same?


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Marketing In F&B

1. History : what has been tried or considered for each outlet?


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2. External promotional merchandising programs


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3. Internal promotional merchandising programs


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4. Advertising programs


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5. Public relations programs


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6. Competitive trends


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7. Marketing Plan


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8. Recommendations for merchandising improvements


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9. Evaluation of sales organization for F&B needs


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Entertainment

1. History : what has been tried and what was successful


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2. Review existing contracts in summary


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3. Effectiveness of present entertainment program


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4. Policy on cover charge


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Minibars

1. Staffing


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2. Describe controls


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3. Merchandising effectiveness in the guest room


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4. Any special problems?


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Banquet Office

1. Banquet menus


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2. Banquet promotional material and brochures


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3. Current annual banquet forecast


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4. Banquet office set up and organisation


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5. Banquet sales program


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Purchasing Of F&B Goods

1. Import restrictions which effect F&B


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2. Quality and availability of local products


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3. Who orders and who approves?


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4. Any problems?


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Receiving Of F&B Goods

1. Quality control at receiving dock


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2. Procedure for receiving perishables and frozen goods.


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Employee Cafeteria (s)

2. Décor and ambiance


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3. Food quality control


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4. Mechanism for staff suggestions on improvements/menu


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Annual Budget Planning And Personal Performance & Evaluation

1. Review budget and PP&E


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Personnel

1. Executive Chef's background, experience and personal goal


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2. Main kitchen staffing structure


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3. Staffing structure other kitchens


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4. Profile of major supervisors and technical capabilities


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5. Recruiting and other problems


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Back-of-the-house Facilities

1. Main Kitchen 1.Condition of equipment


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2. Main Kitchen 2.Storage and refrigeration


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3. Main Kitchen 3.Workflow


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4. Main Kitchen 4.Fire Control


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5. Main Kitchen 5. Recommendations for improvement


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6. Other kitchens


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7. Stewarding 1. Staffing structure


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8. Stewarding 2. Location and equipment


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9. Stewarding 3. Cleaning program


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10. Stewarding 4. Pest control


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11. Stores 1. Location


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12. Stores 2. Workflow


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13. Stores 3. Procedures


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14. Food production/quality


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15. Staff food cost conscientiousness and program to control


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16. Equipments 1. Status of existing equipment and repair


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17. Equipments 2. Equipment maintenance


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18. Equipments 3. Requirement for replacement of equipment


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Annual Budget Planning And Personal Performance & Evaluation

1. Review budget and PP&E


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Personnel

1. Sales Dir/Mgr's background, experience and personal goals


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2. Discuss quality of Sales Department Staff


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Review Current Property Marketing Plan In Summary

1. Analysis of competition


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2. Sources of business


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3. Occupancy trends


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4. Room rate trends


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5. Top commercial producers


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6. Top travel agency producers (if any)


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7. Top airline producers (if any)


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8. Marketing strategy


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Rate Plan

1. Discount authorities


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Guaranteed Company Rate Program (Applicable To Hotel Only)

1. Rate structure


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2. Production and effectiveness


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Next Destination Program

1. Implementation; who solicits


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2. Production and effectiveness


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Sister Property Program

1. Participants


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2. Joint promotions


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3. Format of program


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Sales Program

1. Describe the local sales program


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2. Sales trip and effectiveness


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3. Unusual features of the program


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Public Relations Program

1. Media/press relations


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2. Staff relations


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3. Community relations program


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4. Advertising/in-house graphics


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Guest Relations

1. Guest history


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2. Guest recognition and guest relation staff


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3. VIP amenities


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Current Advertising Plan

1. Current Advertising Plan


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Annual Budget Planning And Personal Performance & Evaluation

1. Review budget and PP&E


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Personnel

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


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2. Discuss quality of professional staff


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3. Does the CE have an effective understudy?


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4. Is the staffing adequate?


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5. Has outside contracting been studied in lieu of underutilized or seasonal staffing?


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6. Are there any labour problems?


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Life Safety

1. Fire control 1 Alarm system a. Who tests and when?


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2. Fire control 1 Alarm system b. Where do alarms ring in the Property?


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3. Fire control 1 Alarm system c. Is alarm system tied to city fire brigade?


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4. Fire control 2 Fire cart(s) and Property fire brigade a. Are there adequately equipped fire carts?


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5. Fire control 2 Fire cart(s) and Property fire brigade b. Discuss Property training program and drills


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6. Fire control 3 Fire procedures a. Arrange details and program for fire drill


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7. Fire control 3 Fire procedures b. Describe alert procedure: who calls whom?


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8. Fire control 3 Fire procedures c. Describe response procedure


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9. Fire control 3 Fire procedures d. Discuss training program and fire drill


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10. Fire control 3 Fire procedures e. Are drills conducted with city fire brigade?


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11. Fire control 3 Fire procedures f. Property procedures printed with local problems properly addressed and solved?


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12. Bomb threats 1 Describe alert and response procedure


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13. Bomb threats 2 Discuss history of threats and training program


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14. Electrical 1 Review emergency power system (if any)


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15. Electrical 2 What is attached to emergency generator?


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16. Electrical 3 What is history of power outages?


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17. Water quality 1 Describe water testing procedures and frequency a Kitchen (portability and hardness)


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18. Water quality 1 Describe water testing procedures and frequency b Boiler feed line (hardness only)


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19. Water quality 1 Describe water testing procedures and frequency c Guest bathroom (portability and hardness)


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20. Water quality 1 Describe water testing procedures and frequency d Swimming pool


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21. Water quality 2 Any problems with quality, supply or sewerage?


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Locks And Key Security

1. Who controls keys? How are records kept?


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2. Who carries master keys, especially emergency and grand masters?


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3. Are there any missing master keys? Recovery status?


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4. When are apartment room door locks changed? Records kept?


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5. How many keys per year are being replaced?


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Reporting System

1. What reports does CE make and which reports does CE keep?


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2. How does work order system operate?


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3. Review procedures for equipment inventory control


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4. Review procedures for equipment maintenance and repair control.Are schedules posted?


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5. What periodic inspection are presently scheduled?


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Energy Control

1. How does Property Management handle energy control and conservation


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2. Is there an energy committee? Is it effective?


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Structural

1. Are there any major problems with physical plant?


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2. Are there any civil violations pending or know?


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3. Are there any major repairs known but not budgeted?


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Other

1. What is the relationship with Security Department? Are there any security functions handled by Property Management department?


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2. Does the CE have any concern?


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Annual Budget Planning And Personal Performance & Evaluation

1. Review budget and PP&E


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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