酒店总经理工作交接表.doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-316295972.xlsGM HANDOVER LISTPURPOSETo plan and prepare the handover of a hotel to the incoming General Manager with the objectives ofPOLICY and PROCESSStep 1Step 2Step 3Step 4Step 5Update Notes9 June 200919 October 2010316295972.xlsGM HANDOVER LISTPURPOSETo plan and prepare the handover of a hotel to the incoming General Manager with the objectives ofa ensuring continuity of leadership within the hotel b to facilitate the transfer of important information c maintaining effective relationships with all stakeholders d to ensure the smoothest possible transition.POLICY and PROCESSCompletion of checklists for the remainder of the interview is not mandatory. The checklists are intended as guidelines to assist inquiry.The completed Schedule C summary should be filed in the Handover File as a record of interviews conducted.Update NotesInitial CopyAddition of quotand update latest informationquot into Tab B.Discussion btw GMs Section 2 Item ddOutgoing GM prepares a Handover file. Refer to Sections A amp B for an overview of what is required. It is recommended that where a current working file exists it need not be duplicated in the Handover file. However all appropriate files should be brought up to date before the arrival of the incoming GM and the Handover File should note the custodian of the current working file for easy reference.The mandatory Section B schedule should be the first schedule to be completed. This schedule must be signed off by both GMs and then forwarded to the AMD a copy is to be kept on the hotels GM Handover file.The next step is for the incoming General Manager to refer to Schedule C and conduct the interviews as appropriate. For interviews DE amp F it is mandatory that the check list be completed and signed off by the incoming GM and the Excom member and kept on file in the GM Handover File. 六月9 2009316295972.xlsProject:Hotel XXXDate:CONTENTSA.B.C.D.E.F.G. H.I.J.K.L.M.N. 六月9 2009Items to assemble before arrival of incoming GMDiscussion between Incoming and Outgoing GMsBriefing OverviewInterview with Department of Human ResourcesInterview with Financial ControllerInterview with Director of Sales and MarketingInterview with Black BeltInterview with Operations ManagerInterview with Front Office Manager/Rooms ManagerInterview with Food and Beverage ManagerInterview with Executive ChefInterview with Chief EngineerInterview with Executive Housekeeper Interview with Security Manager316295972.xlsProject:Hotel XXXDate:A. ITEMS TO ASSEMBLE BEFORE ARRIVAL OF INCOMING GMTasksActionedN/A1234Notify staff at earliest opportunity after Owning company notification by AMD.5678910Prepare an inventory of GMs apartment and office with Controller/Chief Accountant.11Update GMs Handover File as appropriate:- 六月9 2009Coordinate with AMD formal notification to Owning Co. of change in General Manager using care to avoid rumours.Review attached checklist items and assemble necessary documents and agreements for review by new GMEstablish realistic timetable and schedule for orderly handover interviews and reviews of pertinent documents. For example each morning new GM could review documents while existing GM conducts normal activities afternoons spent reviewing checklist items touring hotel and meeting staff evenings for dinners and receptions to meet Owning company executives community leaders and key accounts.Arrange schedule for new GM to meet as appropriate Owning co. and/or Operating Co. executives hotel department heads hotel staff community leaders local travel agents airline executives and important commercial clients.Information about country city and local customs and practices should be forwarded to the new GM if appropriate prior to arrival see Section B.3.If bank signatures require Power of Attorney arrangements should be made prior to arrival of new GM.Arrange schedule for new GM to tour each hotel department accompanied by respective department head. Interview before the tour would normally be held in GMs office. Department heads should be prepared to give in depth briefing on policies and procedures goals and plans and any rehab. Plans.Ensure department head and other appropriate PMP and Talent Profiles are up to date and ready for review.a.02Emergency telephone numbersb.02Owning Co. or Operating Co. contactsc.02Hotel Lawyersd.02Hotel Auditorse.02Hotel doctors and dentistsf.0202Union Representatives316295972.xlsA. ITEMS TO ASSEMBLE BEFORE ARRIVAL OF INCOMING GMTasksActionedN/A11k. Hoteliersm. Embassy or Consulate contacts12Prepare hotels Emergency Procedure Manual13Prepare a folder of the Department Heads KPIs with latest performance updated14g.02Government officials and contactsh.02Tourism officials and contactsi.0202Airline Managers/Travel Agency contactsj.02Chamber of Commerce contactsl.02Bankers important to the hoteln.02Major hotel purveyors and vendorso.02Department head home telephone contact numbersp.02Charitable social and fraternal contactsq.02Hospitalsr.02Schools if appropriateUpon Completion of Section B of the Handover Checklist Outgoing GM is to forward the signed copy to the AMD.316295972.xlsNotesPlease tick the boxes as applicable for the event316295972.xlsNotes316295972.xlsProject:Hotel XXXDate:B. DISCUSSION BETWEEN INCOMING AND OUTGOING GMSTasksActionedN/ANotes1Review of Owning Co. matters:-aHotel agreement operating amp management or leasebOwning Co. organization whos whocRelationship with Owning CompanydInternal Owning Co. relationshipseNames addresses and telephone numbers of Board membersfOwning Co. file problems how to handle sameghCapital expense budget procedureiRehabilitation/renovation agreement or plans in progressjBoard meeting timetable and previous minutes overviewkReview outstanding or pending Owning Co. matterslmEstablish date for presentation of incoming GM to Board.2Administrative and General:abOutline Union AgreementcPower of Attorney if requireddLawyer review pending items give legal updateeShop Leases:fReview hotel/bank relationship financial statusgHotel KPIs StarVoice GSI RPI SPG etchMarketing and Operating PlaniFinancial resultsjGoals/Incentive plan 六月9 2009Equity and loan position of owners. Are Board Members Management employees Who has approval authorityTraditional hotel/Owning co.events and courtesies extended to Board Members and Owning Co. employeesOrganization changes AMD has approved if not as per approved budget review necessary changes1 Outline each lease agreement2 Review hotel/shop relationships problems policies3 Meet shop ownersPlease tick the boxes as applicable for the event316295972.xlsB. DISCUSSION BETWEEN INCOMING AND OUTGOING GMSTasksActionedN/ANotes2klmnProject releases and large purchase orders outstandingoSignature authorization cards for bank accountspWho is authorized to sign AampG and entertainment cheques in hotelqReview special festival days holidays promotions history and recommendationsrInsurance coverage review:-4 Insurance handled by StarwoodsSchedule of Hotel vehicles off site storage and other unusual assets.tuReview policy on GMs keysvProfessional/social/fraternal membershipswPasswords and security computer mobile phone voicemail etcxReview status of any work in progress for AMDyReview status of any work in progress for Divisional officezaaReview of the latest audit report internal and externalbbKnown but not budgeted capital expense items neededccReview and sign off GM apartment and office inventoryddReview TRA level amp Update latest informationeeUpdate on TCEM planffReview Hyigene Report 3Local Status Information and Background:-aLocal hotel associationsbHotel licenses Liquor business occupancy etc.Review significant contracts and commitments utilities elevator professional services etc.EXCOM and Department Head meetings schedule of all hotel meetings time format historyReview on status of Starwood Cares community initiatives and other corporate program initiatives.1 List of all insurance cover type of cover expiry Insurer arranged by2 Hotel vehicles3 Insurance handled by Owning Co.5 Insurance handled by HotelReview safe combination policy for hotel safe or other security/ controlled access responsibilitiesKnown exceptions to Brand guest room minimum standards against latest LRA report if available-316295972.xlsB. DISCUSSION BETWEEN INCOMING AND OUTGOING GMSTasksActionedN/ANotes3cPerforming rights agreements on music royalitiesdState of the Nation including local political situation if appropriateeLocal customs and culture dos and dontsfHotel history anniversary date traditional eventsgPre-Opening file if applicablehConstruction follow-up file if applicableiHandover updated GMs address bookjCurrency control Central Bank if applicablekDetails of any foreign exchange regulationslImport restrictions and evaluation of impact on operationsmDetails of existing or proposed price controls4Six Sigma:aBrief on the general status of Six Sigma in the hotelbBlack Belt/ Green Belt clarify regarding the background training performancecElaborate on Six Sigma projects and current status of each5Associate Development:aReview the latest PMP/Talent Reviews etc for all of the GMs direct reportsbReview the progress of any identified high potential associatecReview the status of associated being mentored by the GM.6Hotel Development Opportunities:aReview status of any hotel development opportunities/projectSection B Sign off - to confirm completion of the following tasksOutgoing GMName:Date:Sign off:Incoming GMName:Date:316295972.xlsB. DISCUSSION BETWEEN INCOMING AND OUTGOING GMSTasksActionedN/ANotesSign off:316295972.xlsProject:Hotel XXXDate:C. BRIEFING OVERVIEWTasksDoHRFinanceDoSMBlack BeltOps.MgrRms Mgr1Review background experience goals performance development plansaDepartment HeadbOther Key associates in the DepartmentcReview Department Organizational Chart2What is the Departments status with regard to:-aStarVoicebLRAcGSIdSPGeSix SigmafStarwood CaresgTraining SampPs Certification processhHygiene Audit3Review DHs progress on KPIs other than finance related4Review other issues storage equipment uniforms etc56What is the status of the Capital Plan/Projects for the Department7Review specific detailed check lists for non shaded positions8For others shaded briefing guidelines are available for some positions 六月9 2009What is the financial performance of the Department to budget latest forecast how involved is the DH in budgeting outlook etc.Please tick the boxes when satisfied with your enquiry316295972.xlsFampB MgrChefEngHKPSecurity316295972.xlsProject:Hotel XXXDate:D. INTERVIEW WITH DIRECTOR OF HUMAN RESOURCESTasksActionedN/ANotes1Complete “Briefing Overview”234aHours per week workedbVacation policycNational and religious holidaysdBonus policy if applicable end of year etceSeverence payfStaff housing including dormitorygWho lives in hotel names/room numbershWho eats where Department meals permittediStaff Transportation5aExpatriate promisesbTransfer possibilitiescContract StatusdVacation statuseProbable promotionsfTraining for local associate replacement of expatriates6aMinimum wagebMinimum working agecRetirement age: mandatorydRestrictions on employmenteAccident and disability insurance coverage7aDepartment Head Privileges 六月9 2009Complete Department Head listing including name position date of hire and previous positions in the hotel or Starwood.Read Department Heads personnel files and review with Personnel Manager their attitudes work ethics etc.Personnel Policies:Expatriate Staff:Labour Laws and Regulations:Privileges and Benefits:Please tick the boxes as applicable for the event316295972.xlsD. INTERVIEW WITH DIRECTOR OF HUMAN RESOURCESTasksActionedN/ANotes7bAssociate PrivilegescUnion BenefitsdMedical insurance and related benefitsePension or retirement plan or policyfOther Benefits8aCommittee contribution to staff welfarebActivities and programscAssociate cafeteria and locker areas:condition and program9aTraining facilities room library films etcbcStarwood Cares StatusdLanguage/Cultural programseGovernment training programsfSupervisory traininggFirst aid traininghNew hire orientationiHiPo program including internal mentoring program10Associate Recognition:aAssociate of the month programbOther reward and recognition programscComplimentary letters commendationsdSuggestion box and means of response if applicableeAssociate newsletterfHistory of annual outings parties etc.11Job Specifications:aJob descriptions on file and up to date for all positionsbDescribe procedure for filling vacancies12Other:aStaff turnover and related problemsbAccident reports and recent trendscFirst aid boxes: location and upkeepdAssociate entrance controlStaff Welfare:Training Programs:Describe training programs by department and confirm link to SampPs and Training Certification316295972.xlsD. INTERVIEW WITH DIRECTOR OF HUMAN RESOURCESTasksActionedN/ANotes12eAre there periodic associate locker checks When are these donefConfidential staff arrangementsgGeneral problems and concernsSection D Sign off - to confirm completion of the following tasksDirector of Human ResourcesName:Date:Sign off:Incoming GMName:Date:Sign off:316295972.xls316295972.xls316295972.xls316295972.xlsProject:Hotel XXXDate:E. INTERVIEW WITH FINANCIAL CONTROLLERTasksActionedN/ANotes1Complete “Briefing Overview” and Development Plans2Finance:aFinancing arrangements if applicablebRepayment of debt if applicablecCash flow and cash forecastdFee earnings3City Ledger:aTotal outstanding and recent trendsbCity ledger/aging review latest credit meeting minutes4Inventories:a5Cash:aDescription of banking arrangements and policy6Payroll: aOvertime policy who can authorize requestsbPolicy on cash advances to associates and associate loans7Contracts and Leases:abMajor hotel contractscShop leases and any problem areas with shopsd8Important policies:aPolicy and procedures for entertainment cheques rebates etc.bUnusual problem areascTravel agency commission payments9Reporting: 六月9 2009Discuss any issues regarding inventories dollar values if relevant replacement needs etc.Outside contractors for hotel services window washing elevators pest control housekeeping amp stewarding chemicals etcOther contracts or leases including history and status of barter arrangements and any unusual arrangements/chargesPlease tick the boxes as applicable for the event316295972.xlsE. INTERVIEW WITH FINANCIAL CONTROLLERTasksActionedN/ANotes9aReview latest internal and external audit reportsbFinancial performance and statementscPreparation of Budget and Operating PlandAny unusual reporting requirementse10Receiving and Stores:-aSpecial import/customs requirements or restrictionsbStatus update of FFampE BudgetcSection E Sign off - to confirm completion of the following tasksFi