Hotel Management System

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Hotel Management

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CONTENTS
Pages CHAPTER 1 - PROBITY REQUIREMENTS Introduction Code of Conduct Conflict of Interest Acceptance of Advantages and Entertainment Handling of Confidential Information Handling of Hotel Guests Enhancing Ethical Awareness 2 2 3 4 5 5 6

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CHAPTER 2 - PROCUREMENT PRACTICES Introduction Basic Checks and Balances List of Suppliers / Service Providers Purchase Requisitions Quotations Evaluation and Handling of Samples Tenders Post-Tender Negotiation Term Contracts Petty Cash Purchases Probity Requirements 8 8 9 10 10 11 12 13 13 14 14

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Receipt of Goods and Making Payments Administration of Service Contracts Other Measures 14 15 16

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CHAPTER 3 - STAFF ADMINISTRATION Introduction Staff Recruitment Employment of Temporary or Relief Staff Staff Attendance and Overtime Work Allocation of Duties Managing Staff Performance Staff Promotion, Posting and Salary Adjustment / Bonus Payment Handling of Staff Complaints 18 18 19 20 20 20 21 22

CHAPTER 4 - STORES MANAGEMENT Introduction Company Policy and Guidelines Segregation of Duties Receipt and Issue of Stores Physical Security Independent Stock Checks Disposal of Stores 24 24 24 24 25 25 26

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CHAPTER 5 - ACCOUNTING CONTROLS Introduction Credit Policy Reimbursements Internal Controls Control Over Buffet Bills Cake Shop Revenue Waiver of Charges 28 28 28 29 29 30 30

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CHAPTER 6 - MAINTENANCE AND RENOVATION Introduction Selection of Consultants Selection of Contractors Use of Term Contracts Issue of Works Orders Variation of Works Acceptance of Works Processing of Payments Extension of Time and Liquidated Damages 32 32 33 34 34 35 35 36 37

CHAPTER 7 - SALES AND MARKETING Introduction Control of Hotel Reservations 39 39

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Control of Commissions and Rebates Control on Offering of Discounts 41 41

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CHAPTER 8 - FRONT DESK OPERATION Introduction Control over Allocation and Utilization of Rooms Handling of Credit Card Information Handling of Money Exchanges 43 43 44 45

CHAPTER 9 - CONCIERGE SERVICES Introduction Allocation of Parking Spaces Handling of Complimentary Parking Payment of Parking Fees Arrangement of Taxi Service Control over Arrangement of Tourist Services 47 47 48 49 49 50

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CHAPTER 10 - INTERNAL CONTROLS Introduction Control of Hotels under the Same Group Independent and Active Audit Fucntion Customer Feedback Managing Staff Accountability and Integrity 52 52 53 53 53

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ADVISORY SERVICES GROUP

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APPENDIX (Sample Code of Conduct)

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CHAPTER 1 – PROBITY REQUIREMENTS

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Introduction

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Hong Kong has long been renowned as an international tourist centre. The local travel and tourism industry, as one of the top foreign exchange earners, is crucial to Hong Kong’s economy. To sustain the growth and development of the industry, we have to win the confidence of the international community by not only continuously improving professionalism and quality of service but also enhancing the standard of probity of the industry practitioners. Hoteliers, as one of the important industry practitioners, are expected to take the lead in making improvements. Indeed, the industry practitioners themselves could benefit from the adoption of ethical practices because any corrupt practices involving their employees would not only hurt the hotel’s profits but also its reputation and competitiveness in the industry. This document aims to provide a checklist of good practices in various aspects of hotel management. It is expected that individual hotels would make adaptations to suit their operational needs.

Code of Conduct...
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