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    General Manager Policies / Procedures: Deposit / Audit Pack

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    damianuskrowin
    The document provides policies and procedures for a hotel general manager covering various daily, weekly, and monthly tasks. These include preparing daily cash deposits, reviewing the night audit pack and front desk book, assigning maintenance projects, inspecting rooms, making sales calls, submitting invoices, following up on groups, and ensuring proper staff scheduling, payroll, inventory, and purchasing. The GM is responsible for overseeing all hotel departments, addressing guest issues, and ensuring policies are followed to maintain a clean, well-run hotel property.

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    © All Rights Reserved
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    General Manager Policies / Procedures: Deposit / Audit Pack

    Uploaded by

    damianuskrowin
    482 views5 pages
    The document provides policies and procedures for a hotel general manager covering various daily, weekly, and monthly tasks. These include preparing daily cash deposits, reviewing the night audit pack and front desk book, assigning maintenance projects, inspecting rooms, making sales calls, submitting invoices, following up on groups, and ensuring proper staff scheduling, payroll, inventory, and purchasing. The GM is responsible for overseeing all hotel departments, addressing guest issues, and ensuring policies are followed to maintain a clean, well-run hotel property.

    Original Description:

    GM Orientation

    Original Title

    GM Orientation

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    The document provides policies and procedures for a hotel general manager covering various daily, weekly, and monthly tasks. These include preparing daily cash deposits, reviewing the night audit pack and front desk book, assigning maintenance projects, inspecting rooms, making sales calls, submitting invoices, following up on groups, and ensuring proper staff scheduling, payroll, inventory, and purchasing. The GM is responsible for overseeing all hotel departments, addressing guest issues, and ensuring policies are followed to maintain a clean, well-run hotel property.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    482 views5 pages

    General Manager Policies / Procedures: Deposit / Audit Pack

    Uploaded by

    damianuskrowin
    The document provides policies and procedures for a hotel general manager covering various daily, weekly, and monthly tasks. These include preparing daily cash deposits, reviewing the night audit pack and front desk book, assigning maintenance projects, inspecting rooms, making sales calls, submitting invoices, following up on groups, and ensuring proper staff scheduling, payroll, inventory, and purchasing. The GM is responsible for overseeing all hotel departments, addressing guest issues, and ensuring policies are followed to maintain a clean, well-run hotel property.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 5
    At a glance
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    The key takeaways are the GM's various daily, weekly, and monthly routines and responsibilities related to front desk operations, housekeeping, maintenance, sales, payroll, purchasing, and financial reporting.

    The GM is responsible for preparing the daily cash deposit, taking it to the bank, and providing proper change for the front desk each day. The cash deposit should be reconciled against credit card deposits and reports of overages or shortages should be notified to the operations manager.

    The GM should inspect rooms daily, with a minimum of 4 rooms inspected using an inspection form and 10 quick checks. The GM should also walk the entire property inside and out to ensure it is in perfect condition.

    General Manager Policies / Procedures

    CardinalHospitality.com
    All forms and links needed for the hotel are located on this website.
    Deposit / Audit Pack
    The cash deposit should be prepared each morning and taken to bank daily.
    Sign copy of Cash reconciliation report and place in the audit pack.
    Staple bank deposit receipt to our copy in deposit book.
    Notify Sanjeev of any overages or shortages.
    Verify credit card deposit matches PMS totals.
    Check Audit Pack reports daily: daily rates, notes, guest balance, reservations made,
    adjustments, refunds.
    Adjustments / Refunds
    All adjustments and cash refunds should be verified by the GM. Explanations should be in the
    front desk red book for all adjustments and cash refunds.
    We do not want guests to leave unhappy, so do what it takes to reasonably satisfy them.
    Front Desk - Red Book / Checklists
    The red book should be filled out and utilized by the staff religiously. This will help the front desk
    communicate with each other and the GM.
    The front desk, no matter how long they have worked at the hotel, must complete their shift
    checklist as the work through the day.
    Make sure front desk work are is neat and organized.
    Make sure front desk has access to all items they may need during the day: Forgot something
    items, towels, guest supplies, coffee, rollaways, cribs, irons, etc.
    Petty Cash
    Each hotel has a designated amount of petty cash on site. We have Petty Cash forms to record
    each use (receipts can be attached to these with tape).
    Make sure the front desk has correct change in the drawer every day.
    To reimburse petty cash, the Petty Cash Reimbursement should be completely filled out along
    with the correct expense account numbers. A check for the full amount can then be cashed at
    the bank.
    Inventory
    Inventory will be done weekly by Tuesday. All items should be counted, using order forms as a
    worksheet: Linen, Guest Room Supplies, Breakfast items, Coffee, Toner, Cleaning supplies.
    We should never run out unexpectedly of supplies needed for the operation of the hotel.

    10/8/12 11:22 AM

    Purchasing
    We strive to reduce costs and thus shop everything we buy.
    Price lists and order forms will be provided for the major approved vendors. These will be
    updated periodically.
    Compare all invoices with price lists to make sure we are being charged correctly. Notify Sanjeev
    of any discrepancies.
    If we are making a one-time purchase (over $100), the item should be shopped at least a 3
    vendors before a purchase decision is made.
    Capital Items must be approved, as we are budgeting capital expenditures monthly.
    Invoices
    All invoices are mailed to the property for the GMs approval.
    Make sure to check all prices against our Price Lists or with the quoted price before transmitting
    any bill.
    Submit all invoices daily--Statesboro (scan, stamp and place in Sanjeev's box) Augusta (place all
    bills-mail in Jas' box daily)
    City Ledger
    The GM is responsible for billing and following up on city ledger accounts.
    All applicants must fill out the Credit Application and have the references checked before being
    approved. Large customers can be checked by getting a Dun & Bradstreet report.
    The Direct Bill accounts should be billed weekly, keeping an eye on the aging of accounts.
    Each account file should have a Direct Bill Follow Up form showing progress of all activity for that
    account.
    Complaints / Chargebacks
    The GM is solely responsible for the handling of complaints. Hopefully, all complaints should be
    settled at the property, but if someone does register a complaint with the Franchisor, we need to
    respond in a timely matter according to the Franchise requirements.
    In the same manner, Chargeback inquiries need to be responded to ASAP.
    To aid the GM in researching these problems all complaints should be logged into the Front Desk
    Log.
    Sales
    Outside sales calls are required for all GMs weekly. Target local construction, corporate,
    government, churches, funeral homes, etc.
    Use Group Inquiry worksheet for all groups and follow up to sell each one that calls us.
    Train front desk to sell rooms properly, using the Reservation call script.
    Make sure that we are capturing emails and company names for as many guests as possible.
    Attend local events to be involved with the community (CVB, Chamber, Rotary, etc.)
    Go through local news daily for possible leads.
    All sales activity should be submitted on cardinalhospiality.com by clicking "Sales Call Submittal".
    Revenue Management
    Go through forecast for the month weekly and for the year monthly. Monitor reservations for
    special events and look for possible new event days.
    All rate/revenue strategies must be approved by Sanjeev.

    10/8/12 11:22 AM

    Medallia / Online Reviews / Portal


    Medallia and online reviews should be monitored regularly. We must try to take care of guest
    issues at the front desk so they do not show up online.
    Front desk signage and buttons should be used to educate the guest on the scoring system.
    We should encourage our good, satisfied guests to respond to the emails and fill out tripadvisor
    reviews.
    The brands portal provides many reports and information. This should be monitored on a daily
    basis.
    Housekeeping
    The head housekeeper uses the PMS system to assign rooms daily to the housekeepers. Every
    housekeeper should clean approximately 14-16 rooms per day, using the room chart.
    Sometimes, one housekeeper will get less rooms so that the others get at least 14. That
    housekeeper will then be expected to leave early when completed. Housekeepers are more
    efficient when they have more rooms, and it allows laundry to get linen ready.
    We use a 50-item Inspection Form to do detailed inspections of rooms. The inspection covers
    housekeeping as well as maintenance and should be used by the head housekeeper and the GM.
    The GM should be walking the property multiple times a day to monitor and inspect progress of
    housekeeping staff.
    The Labor Report can be used to determine the room time for individual housekeepers.
    Make sure housekeeping carts are stocked correctly each day.
    Make sure housekeeping work areas are clean and organized.
    Maintenance
    Out of Order rooms should be a priority every day. The goal is to have every room always
    available to rent.
    Regular Preventative maintenance, such as cleaning a/c filters, should be done periodically and
    records of date completion made.
    Each maintenance person should be assigned a project with a punch list at all times.
    All work done by maintenance staff should be marked with a maintenance request card. Anytime
    we assign work to someone, it should be written on a maintenance request card. The yellow side
    is for standard issues while the red side is for high priority issues that needs to be taken care of
    ASAP. If the someone does work without a maintenance request card, they should fill one out
    themselves. The GM should be able to look at all of the maintenance request cards for a day
    along with punchlists and see everything that was completed that day.
    Walk the property to make sure the exterior is clean and free of trash and weeds.
    Keep track of all tools and maintenance supplies. A list of all tools (over $10) should be kept
    with a number on the tool corresponding to the list. All tools should be locked when not in use.
    Make sure pool in cleaned correctly and up to code.
    Scheduling of Staff
    The GM is responsible for scheduling of all departments. Make sure to monitor high and low
    demand days and schedule accordingly.

    10/8/12 11:22 AM

    Payroll
    We pay payroll bi-weekly on Friday.
    Complete the Labor Report Excel File each week and email to [email protected].
    This aids you in determining room cleaning time and labor cost per room.
    Have the night audit use the Timecards.xls to calculate hours for each time card at the end of the
    week. You can then compare the total hours witht he Labor Report to souble check it for
    accuracy.
    You will receive a Pre-List to fill out employees hours. Copy over hours from labor report to this
    form. Keep in mind multiple jobs and overtime.
    For New Hires, submit Personnel Action Form, W4, State Tax, and Employee contact info with the
    prelist.
    GMs are responsible for maintaining employee files with the following: the Hire Packet
    (Standards of Conduct, W-4, State Tax, I-9), Application, Personnel Action Forms, Employee
    Contact Info, Employee Tardee/Late Record
    Respond to all unemployment claims and garnishments. Notify Sanjeev of all such items.
    Use Corrective Action Forms when needed to write-up employees. Make sure to put
    consequences of not following rule on the Corrective Action Form. We should not release an
    employee without proper documentation. Some items listed on the Standards of Conduct do
    allow for immediate dismissal, but make sure all employees have signed it.

    10/8/12 11:22 AM

    DAILY

    GM Routines

    Review Night Audit Pack:


    Rates
    Adjustments
    Postings
    Comp Rooms
    Guest Ledger Balances
    Companies
    Verify Credit Card deposit matches PMS totals
    Prepare Cash Deposit and take to Bank
    Provide proper change for the front desk.
    Review Front Desk Red Book from previous day
    Meet with Maintenance and Housekeeping to plan the day
    Assign & supervise Maintenance improvement projects with punchlists
    Review and Correct Out of Order rooms
    Respond to guest comments, complaints and chargebacks
    Review Franchise alerts and communications
    Make sure all front desk policies and procedures are being followed:
    PMS Guest Fields
    Movie rentals
    Company names
    Reg cards
    Emails
    No shows
    Rate types
    Tax exempt
    Keep Office Area organized and neat
    Open mail and submit all invoices & mail daily
    Make Daily Sales calls-phone and outside calls
    Follow up on all Groups and Group leads
    Inspect Rooms Daily-minimum 4 with form and 10 Quick Checks
    Make sure all back of the house areas are organized and clean
    Walk entire property inside and out to make sure property is perfect

    WEEKLY

    Reservations made
    Yesterday
    Forecast

    Direct bills
    Checklists

    Complete inventory by Tuesday:


    Linen
    Breakfast items
    Toner
    Guest Room Supplies
    Coffee
    Cleaning Supplies
    Go through forecast for month and year (monthly)
    Prepare Petty Cash Reimbursement
    Prepare Labor Report and submit payroll-Analyze and act on data from report
    Purchase Supplies for Front Desk, Housekeeping & Maintenance as needed
    Direct Bills: Bill at minimum every week, follow up on any delinquent bills
    Post Schedule for all departments

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