GM Hotel Handover Checklist_Aug

GENERAL MANAGER'S HOTEL HANDOVER CHECKLIST

GENERAL MANAGER'S HOTEL HANDOVER CHECKLIST

INDEX

Section Page

A. Interview Between Incoming and Outgoing General Manager 3 - 6

B. Interview with Personnel Manager 7 – 9

C. Interview with Controller/Chief Accountant 10 - 12

D. Interview with Front Office Manager 13

E. Interview with Executive Housekeeper 14 - 16

F. Interview with Food and Beverage Manager 17 - 19

G. Interview with Executive Chef 20

H. Interview with Sales Director/Manager 21 - 22

I. Interview with Chief Engineer 23 - 24 J. Interview with Security Chief 25 - 26 K. Interview with Purchasing Manager 27 L. Interview with Resident Manager/Executive Assistant Manager 28

A. INTERVIEW BETWEEN INCOMING AND OUTGOING GENERAL MANAGER

Remarks

OK Action Action

Date

1. Review of owning Company matters:

a.Hotel agreement (operating & management, or lease)

b.Owning Company organization (who's who)

c.Relation with Owning Company:

d.Internal Owning Company relationship

e.Owning Company file (problem, how to handle same)

f.Equity position of owners.

Are Board members management employees?

Who has approval authority?

g.Capital expense budget procedure with Owning

Company

h.Rehabilitation/renovation agreement or plans in

progress

i.Board meeting timetable and previous minutes

overview

j.Review outstanding or pending Owning Company

matters

k.Trading hotel/Owning Company events and courtesies

extended to Board members and Owning Co.

employees

l.Establish date for presentation of incoming GM to

Board

2. Administrative and General

https://www.360docs.net/doc/889076979.html,anization chart

b.Outline union agreement (effective dates, relationship)

c.Power of attorney

https://www.360docs.net/doc/889076979.html,wyer (review pending items, give legal update)

e.Shop leases:

(1) Outline each lease agreement

(2) Review hotel/shop relationship, problems

policies

(3) Meet shop owners

OK Action Action

Remarks

Date

f.Outline contracts for utilities, entertainment and others

g.Review hotel/bank relationship, financial status

h.Annual budget and forecasts; review and identify

problem areas

i.Marketing Plan

j.Financial Statement

k.Goals/incentive plan

l.Administrative calendar (any problem areas)

https://www.360docs.net/doc/889076979.html,plaints and method of handling same

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

o.Staff Committees:

(1) Budget

(2) Credit

(3) Executive - Do they meet?

(4) Work Place Health & Safety - Are they effective?

(5) Environment - What has been their

(6) Cost Saving/Loss Prevention contribution?

(7) Staff Welfare

p.Department training programs under way or planned

q.Capital expenditure budget and large purchase orders

outstanding

r.Signature authorization cards for bank accounts

s.Who is authorized to sign E N T checks in hotel?

t.Review special festival days, holidays, promotions;

history and recommendations

u.Insurance coverage review:

(1) Workers Compensation

(2) Industrial Special Risks - including material

damage, Consequential Loss caused by Fire,

Earthquake, Subterranean V olcanic Eruption, Action of

Sea/Tidal Surge etc... covering:

-Building, Plant, Machinery, Furniture, Fixture,

Fittings and all other contents.

- Landscaping

- Reinstatement cost

- Removal of debris

OK Action Action

Remarks

Date

- Accidental damage

- Theft of property

- Money in transit and on premise

- Property in transit

- Fidelity guarantee

-Business interruption with consequential loss of

revenue and profit

- Claim preparation fees

- Additional increased cost of working

(3) Comprehensive General and Product Liability

-Primary layer (according to Management

Contract)

- Secondary layer

- Bass Umbrella Cover over and above

(4) Mechanical and Electrical Breakdown of fixed

plant machinery and boilers

(5) Electronic (EDP) including data restoration

(6) Plate Glass doors and windows

(7) Motors vehicles

(8) Employees and Guests transportation

(9) Inventories

v.Review safe combination policy for hotel safe

w.Review policy on GM's keys

x.Hotel car(s) policy; who can use? who controls?

y.General Manager’s secretary

aa.Professional/social/fraternal memberships

bb.Safety deposit box at local bank

cc.Business cards, special invitations,

https://www.360docs.net/doc/889076979.html,pliment cards

ee.GM's city ledger account policy

ff.GM apartment: Inventory

gg.Known exceptions to

hh.Known but not budgeted capital expense items

needed

ii.Full inspection report, all areas of hotel

jj.Review sign off GM apartment and office

Inventory

kk.Full examination of hotel floor plans and

drawings

ll.Interview with hotel doctor re general health of

hotel employees and specifically of individual

department heads

https://www.360docs.net/doc/889076979.html,bour relations should be discussed by

incoming/outgoing GM's and Personnel

Manager

3. Local Status Information and Background:

a.Local hotel associations

b.Hotel Licenses (liquor, business, occupancy, et

c.)

c.Performing rights agreements on music royalties

OK Action Action

Date

Remarks

d.State of the Nation, including local political situation (if

appropriate)

e.Local customs and culture (do's and dont's)

f.Hotel history (anniversary date, traditional events)

g.Pre-opening file (if applicable)

h.Hand over updated GM's address book

i.Currency control central bank, if applicable

j.Details of any foreign exchange regulations

k.Tourism survey of city and/or country

l.Import restrictions and evaluation of impact on operations

m.Details of existing or proposed price controls

n.Status of local unions

4. Manuals Inventory:

(Note: If any of the manuals is missing, facsimile advice is to be sent immediately to Corporate Office.) General Manager's Number of copy

General Manager's Handover Check List Hotel Opening Check List

Human Resources Manual

Front Office Manual

Food & Beverage Manual Housekeeping Manual

Pre-opening Finance Manual Accounting Standard Manual

Pre-opening Training Manual

Pre-opening Personnel Manual

Sales Manual

Public Relation Manual

Hotel Policy Manual

Emergency Manual

Manager On Duty Manual

B. INTERVIEW WITH PERSONNEL MANAGER

Remarks

OK Action Action

Date

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

https://www.360docs.net/doc/889076979.html,plete personnel listing including name, position, salary, date

and amount of last increase, date of hire, and whether a union

position

3. Read department heads' personnel files

4. Personnel policies:

a.Hours per week worked

b.Hours per week worked

c.Hours per week worked

d.Vacation policy

e.National and religious holidays

f.Hiring policy

https://www.360docs.net/doc/889076979.html,yoff policy

h.Firing policy

i.Sickness procedure

j.Disability procedure

k.Overtime policy

l.Bonus policy, if applicable (end of year, etc.)

m.Severance pay

n.Staff housing

o.Who lives in hotel; name (s)/room number(s)

p.Who eats where? Dependent meals permitted

q.Staff transportation

r.Transfer possibilities or promises

5. Expatriate staff:

a.Expatriate promises

b.Transfer possibilities

c.Contract Status

d.Vacation status

e.Privileges

f.Probable promotions

g.Training for local employee replacement of expatriates

OK Action Action

Remarks

Date

6. Labor laws and regulations:

a.Minimum wage

b.Minimum working age

c.Retirement age: mandatory?

d.Restrictions on employment

e.Accident and disability insurance coverage

7. Privileges and benefits:

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

b.Employee privileges (meals, city ledger, et

c.)

c.Union benefits

d.Medical insurance and related benefits

e.Cash advances, loans, uniform allowance and the like

f.Pension or retirement plan or policy

g.Other benefits

8. Staff welfare:

https://www.360docs.net/doc/889076979.html,mittee contribution to staff welfare

b.Activities and programs

c.Employee cafeteria and locker areas: condition and program

9. Training programs:

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

b.Describe training programs by department

https://www.360docs.net/doc/889076979.html,nguage program

https://www.360docs.net/doc/889076979.html,nguage program

e.Hotel training program, including staff exchange program

https://www.360docs.net/doc/889076979.html,ernment training programs

g.Supervisory training

h.First aid training

i.New hire orientation

10. Employee recognition

a.Employee of the month program

b.Pin awards, how often, next date, gift if any, presentation

ceremony custom

https://www.360docs.net/doc/889076979.html,plimentary letters, commendations

d.Suggestion box and means of response

e.Employee newsletter

OK Action Action

Remarks

Date

f.History of annual outings, parties, etc.

11. Job specifications:

a.Job descriptions all positions?

b.Describe procedure for filling vacancies

12. Other

a.Staff turnover and related problems

b.Accident reports and recent trends

c.First aid boxes; location and upkeep

d.Employee entrance control

e.Are there periodic employee locker checks? When are these

done?

f.Confidential staff arrangements

g.General problems and concerns

13. Annual budget and Performance Evaluation:

a.Review Budget & Staff Performance Evaluation

C.INTERVIEW WITH CONTROLLER/CHIEF ACCOUNTANT

Remarks

OK Action Action

Date

1. Personnel :

a.Controller's/Chief Accountant's background, experience and

personal goals

b.Technical competence of accounting staff

c.Depth of staff and cross training programs

d.Any concerns?

2. Finance :

a.Financing arrangements, if applicable

b.Repayment of debt, if applicable

c.Cash flow and cash forecast

https://www.360docs.net/doc/889076979.html,pany fee earnings

3. City ledger :

a.Total outstanding and recent trends

b.Number of days in city ledger

c.Magnitude of bad debts and write-offs

d.Overdue accounts and collection procedure

e.Brief description of credit policy

4. Inventories:

a.Special problems and control procedures

b.Inventory policy

c.Issuing hours/days of storerooms

d.Steward sales to employees

5. Cash:

a.Brief description of cash controls

b.Amounts of house banks and individual limits

c.Petty cash banks and control procedure and limitations

d.Description of banking arrangements and policy

e.Bonded employees and cashier over/short policy

6. Payroll:

a.Brief description of payroll procedure and policy

b.Mechanism for controlling payroll

c.Overtime policy - who can authorize requests

d.Payroll control of department heads (time sheets, etc.)

OK Action Action

Remarks

Date

e.Policy on cash advances to

f.employees and employee loans

g.Brief description of employee benefits

h.Procedure for casual labor

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

7. Contracts and leases:

a.Outside contractors for hotel services (window washing, etc.)

b.Major hotel contracts

c.Shop leases and any problem areas with shops

d.Other contracts or leases, including history and status of

barter arrangements and any unusual arrangements/charges

8. Important policies:

a.Employee meals in hotel; do employees pay any costs?

b.Policy on employee dependent meals

c.Policy on entertainment and procedure

d.Check cashing and credit cards

e.Policy and control on advance deposits

f.Unusual problem areas

g.Travel agency commission payments

h.Is the number of guest safety deposit boxes adequate?

i.How do we handle guest valuables if not boxes available?

9. Reporting:

a.Any problems with items on administrative calendar

b.Financial statements

c.Preparation of budget and five-year plan

d.Cost control

e.Purchasing

f.Receiving

g.Payroll control

h.Any unusual reporting requirements

i.History and trends in incidents of workmen's compensation

cases; guest accidents and claims; thefts

j.CEA controls and implementation/follow up

OK Action Action

Remarks

Date

10. Receiving and stores:

a.Brief description of control points and procedure

b.Special import/customs requirements or restrictions

c.Status update of FF&E budget

d.Inventory controls and par stock controls

e.Quality control at receiving dock

f.Brief description of storeroom controls, procedures

g.liquor issuing control

h.Meat issuing controls

i.Goods receiving control and storage

11. Annual budget planning and Performance Evaluation

a.Review budget and Staff Performance Evaluation

D. INTERVIEW WITH FRONT OFFICE MANAGER

Remarks

OK Action Action

Date

1. Personnel:

a.FOM's background, experience and personal goals

b.Profile of Assistant Managers

c.Profile of telephone/uniformed services staff

d.Profile of reservations/reception staff

e.Profile list of FO department supervisors/key personnel

2. Daily operation and coverage:

a.Hours of coverage: FOM and Assistant FOM

b.Weekend coverage

c.Morning briefings

d.Schedule of Front Office meetings

e.Front Office training programs

3. Guest relations:

a.Profile of Guest Relations Manager

b.Handling of VIP and repeat guests

c.Describe promo cardex

d.VIP Courtesies and approvals

4. Occupancies and average room rate trends:

a.Forecast last year, compared to actual

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

c.Impact of seasons on hotel (peaks and valleys)

d.General and specific sources of business

e.Provide a listing of major accounts of particular note

f.When are forecasts prepared for department heads?

Distribution?

g.Provide a copy of Reservations on the Books to date for next

twelve months

h.List of permanent or semi-permanent guests

5. Facilities and equipment:

a.General condition of reservations office and reception

b.General state of operating equipment and impact on ongoing

operations

6. Annual Budget Planning and Performance Evaluation

a.Review budget and Performance Evaluation

E. INTERVIEW WITH EXECUTIVE HOUSEKEEPER

Remarks

OK Action Action

Date

1. Personnel productivity:

a.Executive Housekeeper's background, experience and

personal goals

b.Appraisal of Assistant Housekeeper (s) and various

supervisors

c.General caliber of staff

d.Absenteeism/turnover experience

e.Day maids - average number of occupied guest rooms/day

f.Day floor supervisors - average number of guest rooms

assigned/day

g.Night maids - number of occupied guest rooms/night

h.Hours of various shifts

i.Hours of main linen room

2.Furniture, fixtures equipment (FF&E) - Guest rooms and public

areas:

a.Availability of interior designer's furniture arrangement plans

and documentation (pictures of furniture, lamps, swatches of

fabrics, etc.) - where located?

b.Any extras/spares in storage

c.Approximate age of and replacement program status for guest

room box springs and mattresses

3. Inventories:

a.Linen - guest rooms and F&B

(1) Status and quality

(2) Par stocks in circulation, new in storage, on order but not

received

(3) Review the more recent inventory recaps

(4) Handling of discards

(5) Are employee bath towels provided?

b.Uniforms

(1) Status and quality

(2) Sufficient quantity and in good repair

(3) Are uniforms fitted by a tailor? Is tailor on hotel staff?

c. Rollaway beds/bed boards/baby cribs

(1) Quantity – sufficient

(2) General condition

(3) Storage

d.Housekeeping equipment (vacuum cleaners, carpet

shampooers, floor scrub/polish machines, maid trolleys, etc.)

(1) Sufficient quantity

(2) General condition

OK Action Action

Remarks

Date

4. Guest room supplies

a.Are all Company standards provided

b.VIP special items

c.Floral arrangements

d.What lamp bulb wattage is used in guest room lamps?

e.Who replaces burned out lamp bulbs?

5. Keys:

a.Describe control systems used for all keys issued to the

Housekeeping Department

6. Lost and found:

a.Storage, control, security

b.Length of time unclaimed items stored

c.Manner of disposal of unclaimed items

7. Maintenance work orders:

a.Is Company system used?

b.Is completion of work orders timely and generally satisfactory

8.Contracts with outside firms for housekeeping services (such as

window washing, laundry and dry cleaning, night cleaners,

exterminatory/pest control, carpet shampooing, etc.)

a.Does hotel use any such services?

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

c.Are you satisfied with their services?

9. Live-in staff and/or staff housing:

a.Frequency and extent of housekeeping service provided

10. Occupancy forecasts/VIP lists:

a.Are these received in time for proper planning?

https://www.360docs.net/doc/889076979.html,munication systems between main linen room and guest room

floors:

a.Staff telephone with light signal?

b.Beepers?

c.Room status system?

d.Any major problems?

12. In-house transportation systems:

a.Are there soiled linen and rubbish/trash chutes? If so, are

they used? If not used, why not? Are they keep locked

closed when not being used?

b.Any unusual problems with service elevators?

c.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 effect by all hotel employees?

13. Storage space:

a. Adequate?

d.If not, what is needed?

14. Training programs and employee meetings:

a.Discuss

b.Have housekeeping employees been trained regarding what to

do in case of fire and how to actually use a fire extinguisher?

c.In general do all hotel employees observe the "No smoking"

areas of the hotel?

OK Action Action

Remarks

Date

15. Inspections:

a.Describe housekeeping inspection program

b.Review program of General Manager/Executive Housekeeper

personal hotel inspection tours, and institute if not already in

effect

16. Annual budget planning and Performance Evaluation

a.Review Executive Housekeeper's participation in both of

these programs

F. INTERVIEW WITH FOOD AND BEVERAGE MANAGER

OK Action Action

Remarks

Date

1. Personnel:

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

b.Appraisal of senior F&B supervisors

c.Staffing needs and schedules

d.Employment situation in area:

(1) Staff turnover and recruiting

(2) Availability and sources of new staff

(3) Competitive wage scale and impact on recruiting

(4) Transportation: any problems:

(5) Method of hiring casual labor (banquets, etc)

e.Any commitments or promises made (promotions/transfers,

etc.) to present F&B staff?

2. Overall operations:

a.Positive points

b.Negative points

c.F&B payroll cost

d.Food cost

e.Beverage cost

f.F&B improvement priorities

g.Recommendations for new profit centers in F&B

h.Guest questionnaires

i.Operating inventory replacement needs

j.Anticipated F&B rehab programs

k.Outstanding CEA requests

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

3. F&B Outlets (recap following for each outlet)

a.Location

b.Decor

c.Space and seating capacity

d.Hours of operation

e.Review of outlet market:

(1) Total market

(2) What market segment do we get?

(3) Company image in this market

(4) Special rates and considerations

f.Equipment:

(1) Silver

(2) China

(3) Glassware

(4) Linen

(5) Other equipment

g.Controls

h.Maintenance required

i.Cleanliness and sanitation

j.Management structure and staff

k.Present standard of product:

(1) Service

(2) Food

(3) Beverage

OK Action Action

Remarks

Date

4. Review of F&B menus and wine lists:

a.Price structure

https://www.360docs.net/doc/889076979.html,petition

c.Review by cost accounting

d.Special menus

e.Printing contracts

5. Preventive maintenance:

a.Outstanding repairs

b.Maintenance orders: procedure and effectiveness

c.Special problems?

6. Goals and objectives:

a.Hotel's and divisional goals and objective for current year

b.What is being done to implement same?

7. Marketing in F&B:

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

b.External promotional merchandising programs

c.Internal promotional merchandising programs

d.Advertising programs

e.Public relations programs

https://www.360docs.net/doc/889076979.html,petitive trends

g.Marketing plan

h.Recommendations for merchandising improvements

i.Evaluation of sales organization for F&B needs

8. Entertainment:

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

b.Review existing contracts in summary

c.Effectiveness of present entertainment program

d.Policy on cover charges

9. Minibars:

a.Staffing

b.Describe controls

c.Merchandising effectiveness in the guest room

d.Any special problems?

10. Banquet Office:

a.Banquet menus

b.Banquet promotional material and brochures

c.Current annual banquet forecast

d.Banquet office set up and organization

e.Banquet sales program

11. Purchasing for F&B:

a.Import restrictions which affect F&B

b.Quality and availability of local products

c.Who orders and who approves?

d.Any problems?

12. Receiving of F&B goods:

a.Quality control at receiving dock

b.Procedure for receiving perishables and frozen goods

13. Employee cafeteria (s):

a.Policy

b.Decor and ambiance

c.Food quality control

d.Mechanism for staff suggestions on improvements/menus

OK Action Action

Remarks

Date

14. Annual Budget Planning and Performance Evaluation

a.Review budget and Staff Performance Evaluation

G. INTERVIEW WITH EXECUTIVE CHEF

Remarks

OK Action Action

Date

1. Personnel:

a.Executive Chef's background, experience and personal goals

b.Main kitchen staffing structure

c.Staffing structure other kitchens

d.Profile of major supervisors and technical capabilities

e.Recruiting and other problems

2. Back-of-the-house facilities

a.Main kitchen:

(1) Condition of equipment

(2) Storage and refrigeration

(3) Workflow

(4) Fire control

(5) Recommendations for improvement

b.Other kitchens

c.Stewarding:

(1) Staffing structure

(2) Location and equipment

(3) Cleaning program

(4) Pest control

d.Stores:

(1) Location

(2) Workflow

(3) Procedures

e.Food production/quality

f.Chef's menu planning and menu cycle

g.Staff food cost conscientiousness and program to control

h.Equipment:

(1) Status of existing equipment and repair

(2) Equipment maintenance

(3) Requirement for replacement of equipment

3. Annual Budget Planning and Performance Evaluation

a.Review budget and Staff Performance Evaluation