Policies and Procedures

Department:

General
Topic:

Table of Content

Section No.
Revision No.
Date
Page

TAG-PMHC
II
January 2005
1

01. Property Manager Handover Checklist

02. Company Related Matters Handover
03. Human Resource Department Handover
04. Finance & Administration Department Handover
05. Front of the House Handover
06. Housekeeping Department Handover
07. Food & Beverage Department Handover
08. Kitchen Department Handover
09. Sales & Marketing Department Handover
10. Engineering Department Handover
11. Security Department Handover

COMPANY CONFIDENTIAL
2004. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this
document may be resold, reproduced or transmitted in any form by any means without the written
consent of the publisher.

Policies and Procedures

Department:

General
Topic:

Property Manager Handover

Checklist

Section No.
Revision No.
Date
Page

TAG-PMHC-01
II
January 2005
1

Policy: The Property Manager handover checklist enables a through and

systematic handover policy process when there is a change of management
in a particular property.

Procedure:
1. The outgoing Manager together with the incoming Manager must
complete the entire checklist, record the date of handover, both
Managers acknowledge that the handover was completed.
2. A set of completed copy must be filed with incoming Manager.

COMPANY CONFIDENTIAL
2004. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this
document may be resold, reproduced or transmitted in any form by any means without the
written consent of the publisher.

COMPANY RELATED MATTERS HANDOVER

Review of Owning Company matters
a. Property Agreement
(Operating & management, or lease)
b. Owning Company organization
(who's who)
c. Relationship with Owning Company
d. Internal Owning Company relationship
e. Owning Company file (problems, how to handle same)
Equity position of owners. Are Board members management
f.
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.

Traditional Property owning company events and courtesies

extended to Board members and owning company employees?

l. Establish date for presentation of incoming GM to Board

Administrative and General
a. Organization chart
b. Outline union agreement (effective dates, relationship)
c. Power of attorney
d. Lawyer (review pending items, give legal update)
e. Shop leases :
1 Outline each lease agreement
2 Review tenant relationships, programs, policies
3 Meet shop owners
f. Outline contracts for utilities, entertainment and others
g. Review Property relationships with bank, 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)
m Complaints and method of handling some
n. Department Head Meetings (time, format, history)
o. Staff Committees
(Do they meet? Are they effective? What has been their
contribution?)
1 Budget
2 Credit
3 Executive
4 Safety/Fire Prevention
5 Sanitation
6 Small Savings
7 Staff Welfare
p. Department training programs underway or planned?
q. Capital expenditure budget and large purchase orders outstanding
r. Signature authorization cards for bank accounts
s. Who is authorized to sign ENT checks in Property?
Review special festival days, holidays, promotions, history and
t.
recommendations.

Date of Handover

Remarks

COMPANY RELATED MATTERS HANDOVER

u. Insurance coverage review :
1 Property and fire insurance
2 Guest liability (primary and contingent)
3 Inventories (as per operating agreement)
4 Property vehicles
5 Insurance handled by owning company
6 Insurance handled by Property
v. Review safe combination policy for Property safe
w. Review policy of Property Manager's keys
x. Property Manager car(s) policy; who can use? Who controls?
y. Property Manager's secretary
z. Professional/social/fraternal memberships
aa. Safety deposit box at local bank
bb. Business cards, special invitations, compliment cards
cc. Property Manager's city ledger account policy
dd. Property Manager apartment inventory
ee. Known exceptions to
ff. Known but not budgeted capital expense items needed
gg. Full inspection report, all areas of Property
Review and sign off Property Manager apartment and office
hh. inventory
ii. Full examination of Property floor plans and drawings
Interview with Property doctor regarding general health of
jj. Property employees and specifically or individual department
heads.
Labour relations should be discussed by incoming/outgoing
kk.
Property Manager's and Human Resource Manager
3 Local status information and background:
a. Local Property associations
b. Property licenses (liquor, business, occupancy, etc)
c. Performing rights agreements on music royalties
State of the National, including local political situation (if
d.
appropriate)
e. Local customs and culture (do's and don'ts)
f. Property history (anniversary date, traditional events)
g. Pre-opening file (if applicable)
h. Construction follow-up file (if applicable)
I. Handover updated Property Manager address book
j. Currency control central bank, if applicable
k. Details of any foreign exchange regulations
l. Tourism survey of city and/ or country
m. Import restrictions and evaluation of impact on operations
n. Details of existing or proposed price controls
o. Status of local labour unions
4 Manuals Inventory
Note : If any of the manuals are missing, fax advice is to be sent immediately to VP, Product, Process &
Procurement (PPP).

a. Property Manager's Handover/Checklist Manual

b. Policies & Procedures Manual
c. Training
- Grooming
- Telephone
d. Marketing Plan (Past year and present)
e. Marcom Guidelines
f. Business Planning Manual
g. Internal Procedure Manuals for all departments

Date of Handover
Handover by
Handover to

Date of Handover

Remarks

HUMAN RESOURCE DEPARTMENT HANDOVER

HR Manager's background, experience and personal goals
Complete personnel listing including name, position, salary, date
2
and amount of last increase, date of hire and whether a union
3 Read department heads' personnel file
4 HR Policies
a. Hours per week worked
b. Vacation Policy
c. National and religious holidays
d. Hiring Policy
e. Layoff Policy
f. Firing Policy
g. Sickness Procedure
h. Disability Procedure
I. Overtime Policy
j. Bonus Policy; if applicable (end of year etc)
k. Severance Pay
l. Staff Housing
m Who lives in Property; name(s)/room/apartment number(s)
n. Staff Transportion
o. 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
6 Labour laws and regulations
a. Minimum wages
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, etc)
c. Union benefits
d. Medical insurance and related benefits
e. Cash advances, loans, uniform allowances and the like
f. Pension or retirement plan or policy
g. Other benefits
8 Staff welfare
a. Committee contribution to staff welfare
b. Activities and programs
c. Employee cafeteria and locker area; condition and program
9 Training programs
a. Training facilities (room, library, films, etc)
b. Describe training programs by department
c. Language program
d. Training program, including staff exchanges program
e. Government training program
f. Supervisory training
g. First aid training
h. New hire orientation
10 Employee recognition
a. Employee of the month program
1

Date of Handover

Remarks

HUMAN RESOURCE DEPARTMENT HANDOVER

Date of Handover
Awards, how often, next date gift if any, presentation ceremony
b.
custom
c. Complimentary letters, commendations
d. Suggestion box and means of response
e. Employee newsletter
f. History of annual outings, parties, etc
11 Job Specifications
a. Job descriptions all positions?
b. Describe procedure for filling vacancies
12 Others
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
13 Annual Budget and Personal Performance Evaluation (PP&E)
a. Review PP&E's Key Results Area (KRA)
Date of Handover
Handover by
Handover to

Remarks

FINANCE & ADMIN DEPARTMENT HANDOVER

Date of Handover
Personnel
Controller's/Chief Accountant's background, experience and personal
a.
goals
b. Technical competence of accounting staff
c. Depth of staff and cross training program
d. Any concerns?
Finance
a. Financing arrangements, if applicable
b. Repayment of debt, if applicable
c. Cash flow and cash forecast
d. Fee earnings
City Ledger
a. Total outstanding and recent trends
b. Number of days in city ledger
c. Magnitude of bad debts and write off
d. Overdue accounts and collection procedure
e. Brief description of credit policy
Inventories
a. Special problems and control procedures
b. Inventory policy
c. Issuing hours/days of storerooms
d. Steward sales to employees
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
Payroll
a. Brief description of payroll procedure and policy
b. Mechanism for controlling payroll
c. Overtime policy- who can authorize request
d. Payroll control of department heads (time sheets etc)
e. Policy on cash advances to employees and employee loans
f. Brief description of employee benefits
g. Procedure for casual labour
h. Policy on employee city ledger and discounts, if applicable
Contract and leases
a. Outside contractors for local services window washing etc.
b. Major Property contracts (over S$1,500/=)
c. Shop leases and any problem areas with shop
Other contracts or leases, including history and status of barter
d.
arrangements and any unusual arrangements/charges
Important internal procedures
Employee meals in Property; do employee pay any costs?
a.
(applicable to hotels only)
b. Procedure on employee dependent meals applicable to Property only
c. Procedure on entertainment
d. Check cashing and credit cards
e. Procedure and control on advance deposit
f. Unusual problem areas
g. Travel agency commission payments

Remarks

FINANCE & ADMIN DEPARTMENT HANDOVER

Date of Handover
Is the number of guest safety deposit boxes adequate? How do we
h. handle guest valuables if no boxes available? (applicable to Property
only)
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
History and trends in incidents of workmen's compensation cases;
I.
guest incidents and claims; thefts
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. Meet issuing control
I Goods receiving control and storage
11 IS Installation
a. Front Office System
b. Back of the House
c. Lease Back Owner's System
d. F&B System
12 Annual budget planning and PP & E
Review budget and Personal Performance & Evaluation (PP&E) and
a.
Key Result Area (KRA)
Date of Handover
Handover by
Handover to

Remarks

FRONT OF THE HOUSE HANDOVER

Date of Handover
Personnel
a. Background, experience and personal goals
b. Profile of Managers
c. Profile of telephone/uniformed services staff
d. Profile of reservations/reception staff
e. Provide list of FO department supervisors/key personnel
Daily operation and coverage
a. Hours of coverage : FOM and Assistant Manager
b. Weekend coverage
c. Morning briefings
d. Schedule of Front Office meetings
e. Front Office training programmes
Guest relations
a. Profile of Guest Relations Manager
b. Handling of VIP and repeat guests
c. Describe promo cardex
d. VIP courtesies and approvals
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 Property/(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?
Provide a copy of Reservations on the books to date for next twelve
g.
months
Facilities and equipment
a. General condition of reservations office and reception
General state of operating equipment and impact on ongoing
b.
operations
Annual budget planning and Personal Performance & Evaluation
(PP&E)
a. Review budget and PP&E

Date of Handover
Handover by
Handover to

Remarks

HOUSEKEEPING DEPARTMENT HANDOVER

Date of Handover
Personnel and Productivity
Executive Housekeeper's background experience and personal
a.
goals
b. Appraisal of Assistant Housekeeper (s) and various supervisors
c. General caliber of staf
d. Absenteeism/turnover of staff
e. Day maids - average number of occupied rooms/day
f. Night maids - average number of occupied rooms/night
g. Day floor supervisors - average number of room assigned/day
h. Hours of various shifts
I. Hours of main linen room
Furniture, fixtures and equipment (FF&E) - Guest rooms and
public areas
Availability of interior designer's furniture arrangement plans and
a. documentation (pictures of furniture, lamps, switches of fabrics, etc) where located? Does EH have ready access to them?
b. General condition
c. Any extras/spares in storage
Approximate age of and replacement program status for guest room
d.
box springs and mattresses
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
b. Uniforms
1 Status and quality
2 Sufficient quality and in good repair
3 Are uniforms fitted by a tailor? Is tailor on Property staff?
c. Rollaway beds/bed boards/baby cribs
1 Quatity- sufficient?
2 General condition
3 Storage
d. Housekeeping equipment (vacuum cleaners, carpet shampoos, floor
sc rub/polish machines, maid trolleys, etc)
1 Sufficient quality
2 General condition
Guest room supplies
a. Are all standards provided?
b. VIP special items
c. Floral arrangement
What lamp bulb wattage is used in guest room lamps? Who
d.
replaces burned out lamp bulbs?
Keys
Describe control system used for all keys issued to the
a. Housekeeping department
Overall Key Control structure for Property;
b. Conventional Key or Electronic Card Key
Lost & found
a. Storage, control, security
b. Length of time unclaimed items stored
c. Manner of disposal of unclaimed items

Remarks

9
10
11

12

13

14

15

16

HOUSEKEEPING DEPARTMENT HANDOVER

Date of Handover
Maintenance work orders
a. Is system used?
b. Is completion of work orders timely and generally satisfactory?
Contracts with outside firms for housekeeping services (such as
window washing, laundry and dry cleaning, night cleaners,
exterminator/pest control, carpet shampooing,etc)
a. Does Property use such services?
b. If so, do you have copies of contracts?
c. Are you satisfied with their services?
Live-in staff and/or staff housing
a. Frequency and extent of housekeeping services provided
Occupancy forecasts/VIP lists
a. Are these received in time for proper planning?
Communication 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?
In-house transportation systems
Are there soiled linen and rubbish/trash chutes? If so, are they
a.
used? If not used? Why?
b. Any unusual problems with service elevators?
Is the practice of walking up one flight of stairs and walking down
c. two flights of stairs (if not carrying bulky items) in lieu of using an
elevator, in general apply to all Hotel/Apartment employees?
Storage space
a. Adequate?
b. If not, what is needed?
Training programs and employee meetings
a. Discuss
Have housekeeping employees been trained regarding what to do in
b.
case of fire and how to actually use a fire extinguisher?
In general do all Hotel/Apartment employees observe the "No
c.
Smoking" areas of the Hotel/Apartment?
Inspections
a. Describe housekeeping inspection program
Review program of General Manager/Executive Housekeeper
b. personal Hotel/Apartment inspection tours, and institute if not
already in effect.
Annual budget planning and Personnal Performance & Evaluation
(PP&E)
Review Executive Housekeeper's participation in both of these
a.
programs

Date of Handover
Handover by
Handover to

Remarks

FOOD & BEVERAGE DEPARTMENT HANDOVER

Personnel
a. F&B Manager's background, experience and personal goals
b. Appraisal of senior F&B supervisor
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 problem?
5 Method of hiring casual labor (banquets, etc)
Any commitments or promises made (promotions/transfers, etc) to
e.
present F&B staff?
Overall operation
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
F&B outlets (recap following for each outlet)
a. Location
b. Dcor
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 Image in this market
4 Special rates and considerations
f. Equipments
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
Review of F&B menus and wine lists
a. Price structure
b. Competition
c. Review by cost accounting
d. Special menus
e. Printing contracts

Date of Handover

Remarks

10

11

12

13

14

FOOD & BEVERAGE DEPARTMENT HANDOVER

Preventive maintenance
a. Outstanding repairs
b. Maintenance orders procedure and effectiveness
c. Special problems?
Goals and objectives
a. Hotel/Apartment and divisional goals and objectives for current year
b. What is being done to implement same?
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
f. Competitive trends
g. Marketing Plan
h. Recommendations for merchandising improvements
I. Evaluation of sales organization for F&B needs
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 charge
Minibars
a. Staffing
b. Describe controls
c. Merchandising effectiveness in the guest room
d. Any special problems?
Banquet Office
a. Banquet menus
b. Banquet promotional material and brochures
c. Current annual banquet forecast
d. Banquet office set up and organisation
e. Banquet sales program
Purchasing of F&B goods
a. Import restrictions which effect F&B
b. Quality and availability of local products
c. Who orders and who approves?
d. Any problems?
Receiving of F&B goods
a. Quality control at receiving dock
b. Procedure for receiving perishables and frozen goods.
Employee cafeteria (s)
a. Policy
b. Dcor and ambiance
c. Food quality control
d. Mechanism for staff suggestions on improvements/menu
Annual budget planning and Personal Performance & Evaluation
a. Review budget and PP&E
Date of Handover
Handover by
Handover to

Date of Handover

Remarks

KITCHEN DEPARTMENT HANDOVER

Date of Handover
Personnel
a. Executive Chef's background, experience and personal goal
b. Main kitchen staffing structure
c. Staffing structure other kitchens
d. Profile of major supervisors and technical capabilities
e Recruiting and other problems
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
g. Staff food cost conscientiousness and program to control
h. Equipments
1 Status of existing equipment and repair
2 Equipment maintenance
3 Requirement for replacement of equipment
Annual budget planning and Personal Performance & Evaluation
a. Review budget and PP&E
Date of Handover
Handover by
Handover to

Remarks

SALES & MARKETING DEPARTMENT HANDOVER

Personnel
a. Sales Dir/Mgr's background, experience and personal goals
b. Discuss quality of Sales Department Staff
2 Review current Property marketing plan in summary
a. Analysis of competition
b. Sources of business
c. Occupancy trends
d. Room rate trends
e. Top commercial producers
f. Top travel agency producers (if any)
g. Top airline producers (if any)
h. Marketing strategy
3 Rate Plan
a. Discount authorities
4 Guaranteed company rate program (applicable to hotel only)
a. Rate structure
b. Production and effectiveness
5 Next destination program
a. Implementation; who solicits
b. Production and effectiveness
6 Sister Property program
a. Participants
b. Joint promotions
c. Format of program
7 Sales program
a. Describe the local sales program
b. Sales trip and effectiveness
c. Unusual features of the program
8 Public relations program
a. Media/press relations
b. Staff relations
c. Community relations program
d. Advertising/in-house graphics
9 Guest relations
a. Guest history
b. Guest recognition and guest relation staff
c. VIP amenities
10 Current advertising plan
11 Annual budget planning and Personal Performance & Evaluation
a. Review budget and PP&E
1

Date of Handover
Handover by
Handover to

Date of Handover

Remarks

ENGINEERING DEPARTMENT HANDOVER

Personnel
a. Chief Engineer's background, experience and personal goals
b. Discuss quality of professional staff
c. Does the CE have an effective understudy?
d. Is the staffing adequate?
Has outside contracting been studied in lieu of underutilized or
e.
seasonal staffing?
f. Are there any labour problems?
Life safety
a. Fire control
1 Alarm system
a. Who tests and when?
b. Where do alarms ring in the Property?
c. Is alarm system tied to city fire brigade?
2 Fire cart(s) and Property fire brigade
a. Are there adequately equipped fire carts?
b. Discuss Property training program and drills
3 Fire procedures
a. Arrange details and program for fire drill
b. Describe alert procedure: who calls whom?
c. Describe response procedure
d. Discuss training program and fire drill
e. Are drills conducted with city fire brigade?
Property procedures printed with local problems properly
f.
addressed and solved?
b. Bomb threats
1 Describe alert and response procedure
2 Discuss history of threats and training program
c. Electrical
1 Review emergency power system (if any)
2 What is attached to emergency generator?
3 What is history of power outages?
d. Water quality
1 Describe water testing procedures and frequency
a Kitchen (portability and hardness)
b Boiler feed line (hardness only)
c Guest bathroom (portability and hardness)
d Swimming pool
2 Any problems with quality, supply or sewerage?
Locks and key security
a. Who controls keys? How are records kept?
b. Who carries master keys, especially emergency and grand masters?

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

d. When are apartment room door locks changed? Records kept?
e. How many keys per year are being replaced?
Reporting system
a. What reports does CE make and which reports does CE keep?
b. How does work order system operate?
c. Review procedures for equipment inventory control
Review procedures for equipment maintenance and repair control.
d. Are schedules posted?
e. What periodic inspection are presently scheduled?

Date of Handover

Remarks

ENGINEERING DEPARTMENT HANDOVER

Energy control
How does Property Management handle energy control and
a
conservation
b. Is there an energy committee? Is it effective?
Structural
a. Are there any major problems with physical plant?
b. Are there any civil violations pending or know?
c. Are there any major repairs known but not budgeted?
Other
What is the relationship with Security Department? Are there any
a.
security functions handled by Property Management department?
b. Does the CE have any concern?
Annual budget planning and Personal Performance & Evaluation
a. Review budget and PP&E
Date of Handover
Handover by
Handover to

Date of Handover

Remarks

SECURITY DEPARTMENT HANDOVER

Security Chief's background, experience and personal goals
General security measures
a. Staff deployment on property and watchclock stations
b. Special security systems (television, etc)
c. VIP guest security (anything unique)
d. Employee entrance security
e. Timecard security
3 Bomb and terrorist threat
a. History of incidents
b. Alert mechanism
c. Implementation program following alert
d. Training program
4 Key security
a. Security of master and emergency keys
b. Security of cashier safety deposit box keys
c. Security of storeroom keys
5 Cash security
a. Transport of daily deposits to local bank
b. Transport of Property cashier's banks to/from outlets
c. Burglar and holdup alarms
d. Special cashier security during power outages
e. Security of safe combinations
6 Unregistered Guest policy
a. History of the problem, if any
b. How is the policy handled
c. Cooperation other Property and/or local police
7 Guest security
a. Policy on changing apartment room door locks
b. Missing master keys and recovery program
c. Incidence of guest room thefts
d. Guest safety deposit box security and procedures
8 Death in the Property
a. History
b. Alert notification procedures
Special security measures and religious procedures, where
c.
applicable
9 Unusual security problems or procedures, if approprate
a Heads of states
b. Security of bulky valuables (fur coats, etc)
c. Other
10 Outside contracts for maintenance
a. Major Property contractors
Effectiveness of contractors (elevators, air conditioners, boiler
b.
plants, etc)
c. Any problem areas?
1
2

Date of Handover
Handover by
Handover to

Date of Handover

Remarks