洲际酒店总经理检查表Operations Review ChecklistIHG.docx
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洲际酒店总经理检查表Operations Review ChecklistIHG.docx
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洲际酒店总经理检查表OperationsReviewChecklistIHG
Property:
DateofReview:
ReviewIndex
1.0CONTRACT
1.1Terms-discusswithGMtheHotelManagementAgreement
1.2StatusofOwnerRelations
1.3Issues/Concerns-Contract
1.4LegalIssues
1.5StrategyPlanforCurrentYear
2.0FINANCIALPERFORMANCE
2.1YTDP&L(Summary)&VarianceReport
∙DepartmentHeadWorkingKnowledgeoftheP&L
2.2RunningForecast12month(IBP)
2.3ScorecardReview:
∙RGI
∙MPI
∙RevPar
∙SystemDelivery
∙KPItrends
∙Roomnightscontribution
∙PCRcontribution
∙PCRenrolment
3.0COMPETITIVESET
3.1ReviewCurrentSet(Rooms)
3.2F&BSet
3.3BanquetsSet
3.4ReviewMarketPlaceSet(Anderson/IndexYTD)
4.0CAPEX
4.1CurrentProjectsReview
4.25-YearPlan
5.0CAPS
5.1CurrentResults
5.2KeyAreaForImprovement
5.3ActionsPlanReview
6.0GSTS
6.1KPOsReview
6.2GSTSlatestmonthlyreviewdiscussion
∙GSSIndexYTDversusgoal
∙GSSIndextrend
6.3GSTSlatestquarterlykeydriverreport
∙Keydriversversusinitiatives
6.4TQMprojects
∙Completed
∙Ongoing
∙Successful
7.0SALES&MARKETING
7.1KPOsReview
7.2Deployment
7.3Top10Accounts
7.4S&PActions-Results
7.5SalesPlan
7.6IncentivePlaninPlace
7.7Reviewlastroomavailabilityguidelines
7.8Advertising&PromotionsPlans
7.9ReviewCurrentBookingPace
7.10ReviewofTravelCLICKGDSManagementReviewReports
8.0REVENUEMANAGEMENT
8.1KPOsReview
8.2Organisation/Reservation/Revenue
8.3SystemResults/Goals
8.4IBP
8.5RevenueSystem
8.6HOLIDEXPlus
∙Pricing
∙Availability
8.7Denials/Regrets
9.0F&B
9.1KPOsReview
9.2Outletperformance
9.3PositioningMarket
9.4Foodhandlingprocess
9.5PurchasingContracts
9.6Safefoodhandlingvalidation
9.7DaysOnHand
10.0BANQUETS
10.1KPOsReview
10.2PerformanceYTD
10.3PositioninMarketPlace
10.4BrandCompliancealias"MeetingPlace"
10.5SalesDeploymentofTeam
10.6LostBusinessReportReviewed
11.0ACCOUNTING
11.1KPOsReview
11.2BackOfficeSystem
11.3Aginganddoubtfuldebtexposure
11.4Audits-Internal/ExternalICQ
11.5Write-offs
11.6CashFlow
11.7AccrualsSystem
11.8InventoryValue
12.0HR-DEVELOPMENT
12.1KPOsReview
12.2Organisationreview10levelalignment
12.3ProgressonPositionTitles
12.4Headcount/Expats
12.5PDPofhighpotentials
13.0R&M
13.1KPOsReview
13.2CAPEXStatusofProjects
13.3PMProgrammes
13.4WorkOrderSystem
14.0IT
14.1KPOsReview
14.2WhatPMSareyouusinginthehotel?
14.3IsPMSinterfacetoHOLIDEXandHIRO?
14.4WhoisthePMSvendor?
14.5Areyousatisfiedwiththevendorsupportservice?
14.6Ifnon-OperaPMS,whatisyourplanforOperaconversion?
14.7DoesthehotelofferBroadbandInternetservicetoguests?
14.8Ifnot,isthereaneedtodosoandwhen?
14.9Aresufficientsoftwarelicensesmaintainedforallsystemsandusers?
14.10WhatotherITplanforthishotel?
15.0PHYSICALINSPECTION
15.1PublicSpaces
15.2GuestRooms
15.3Outlets
15.4PlantAreas
15.5BackofHouse
15.6Grounds
16.0OPERATIONALSTANDARDS
16.1Standardsareinuseinallareas
16.2Servicesstandardinuse
16.3Reviewlocalrequiredstandards
17.0LIFESAFETY
17.1ReviewInsuranceCoverage
17.2LocalCompliance
17.3CompanyCompliance
17.4FireSafetyCertificate
1.0CONTRACT
COMMENTS
1.1Terms-discusswithGMtheHotelManagementAgreement
LASTVISIT
CURRENTVISIT
Contractsignedin1994for15years.
1.2StatusofOwnerRelations
OKingeneralexceptsomeoutstandingpaymentissues.
1.3Issues/Concerns-Contract
∙Somependingpayment
∙PhaseIIisunderconsiderationandisanothermanagementopportunity.
∙
1.4LegalIssues
∙ThecaseofBankofChinahasbeensettled.Thebankwillpaythehotel60%ofthetotalinCashandtheowningcompanyisgoingtopay40%byMarch1,2004.
∙
1.5StrategyPlanforCurrentYear
∙Settletheoutstandingpayment
∙FindoutthepotentialandmakedecisiononmanagementofPhaseII.
∙
2.0FINANCIALPERFORMANCE
COMMENTS
2.1YTDP&L(Summary)&VarianceReport
∙DepartmentHeadWorkingKnowledgeoftheP&L
LASTVISIT
CURRENTVISIT
∙P&Lreportattached
∙DepartmentHead’sP&Lconceptisfairlygood.
∙
2.2RunningForecast12months(IBP)
Attached
2.3ScorecardReview
∙RGI
YTD1.35
∙MPI
YTD1.26
∙RevPar
YTD208.2
∙SystemDelivery
YTD804/2.1%
∙KPItrends
ExceededthebudgetedGOP
∙Roomnightscontribution
∙PCRcontribution
YTD5,253/24.2%
∙PCRenrolment
YTD1,272
3.0COMPETITIVESET
COMMENTS
3.1ReviewCurrentSet(Rooms)
LASTVISIT
CURRENTVISIT
ZhengmingJinjiangHotel
SinowayHotel
Post
GloriaInn
3.2F&BSet
Conifer
GloriaInn
Portman
Milan
OuBaXin
3.3BanquetsSet
GloriaInnHotel
ConiferHotel
PostHotel
NewConcept
FeiTengYuXiang
3.4ReviewMarketPlaceSet
(Anderson/IndexYTD)
ZhengmingJinjiangHotel
SinowayHotel
PostHotel
GloriaInn
Shangri-La
FortuneDays
SingaporeHotel
ConiferHotel
Kunlun
4.0CAPEX
COMMENTS
4.1CurrentProjectsReview
LASTVISIT
CURRENTVISIT
1.Sprinklersystem
2.Gasalarm
3.Staffliftmaintenance
4.FrequencyExchanger
5.CNN,andTVnetwork
6.Laundryequipment
7.Lobbyceiling
8.WindowcurtainofLobbyandCoffeeShop
9.Officerenovation
10.DuvetConcept
11.Morefloorstorenovate
12.“01”roomstoopenwindows
13.VoicemailofPABX
14.Copymachine
15.VacuumCleaners
16.Carpetcleaningmachine
17.Polishmachine
18.Waterabsorbingmachine
19.Clockinguestrooms
20.Revolvingdoor
4.25-YearPlan
Refertotheattached3yearsPIP
5.0CAPS
COMMENTS
5.1CurrentResults
LASTVISIT
CURRENTVISIT
NA
5.2KeyAreaforImprovement
NA
5.3ActionsPlanReview
NA
6.0GSTS
COMMENTS
6.1KPOsReview
LASTVISIT
CURRENTVISIT
Done
Done
6.2GSTSlatestmonthlyreviewdiscussion
∙GSSIndexYTDversusgoal
∙GSSIndextrend
▪PleaseseetheattachedGSSIndexofNov2003.And106ofNovtheNo.4inAsiaPacificinGSSindex.
▪PleaseseetheattachedGSSIndextrendofNov.2003.
▪
6.3GSTSlatestquarterlykeydriverreport
∙Keydriversversusinitiatives
PleaseseetheattachedKeydriverreportof3rdQuarter2003.
Actiontobetaken:
●Finishedchangingblankettoduveton8F,9F,10F,11F,12F,13Fand14F.
●Continuetorenovateguestfloors,Finished10Fand11F.
●Renovatefurnitureinguestroom
●Holi-careiscarriedouttomaintenanceguestroom
●SecurityGuardwillpaymoreattentiontosuperviseguestfloorandpatrolhoteleveryday
●AddESPNandRPTinTVChannel
●
6.4TQMProjects
∙Completed
∙Ongoing
∙Successful
Complete:
●VDroomtoVRroomcycletine
●BreakfastDeliveryTime
●RoomServiceDeliveryTime
●MaintenanceCallCycleTime
●F.I.TCheckInCycleTimeandhasbeenfinishedinNov.2003
●
7.0SALES&MARKETING
COMMENTS
7.1KPOReview
LASTVISIT
CURRENTVISIT
Done
7.2Deployment
Welldeployed
7.3Top10Accounts
EmbaerAircraft:
YTD-2546rmnts.
ElectricityBoard:
YTD-2029rmnts.
GuangdaCo.:
YTD-1576rmnts.
HaofuRealEstateCo.:
YTD-1100rmnts.
UnioneIndustriale:
YTD-915rmnts.
ZhongzhiEnterprise:
YTD-913rmnts.
Nestle:
YTD-614rmnts.
KoreanAssociation:
543rmnts.
SequelCo.:
535rmnts.
EricssonCo.:
503rmnts.
7.4S&PActions-Results
∙Longstayingguestbusiness–wecaughtthegoodopportunitiestogetthelongstayingbusinessfromEmbrear.
∙WewillbeholdingthepartyonJanuary9,2004.
∙Inprocess.
∙
7.5SalesPlan
1.Done.
2.Done.
3.Inprocess.
4.Done.
5.Done.
6.Done.Gotsomenewbusiness.
7.Done.
1.
7.6IncentivePlaninPlace
Yes
7.7Reviewlastroomavailabilityguidelines
Actually,wedidnotfollowtherulessometimes.Becauseweusedtohavemorethan90longstayroomsinNovember,2003.Underthissituation,itisverydifficultforustofollow.
7.8Advertising&PromotionsPlans
∙W-endpromotion:
YTD-231rmnts.
∙Seasonalpromotion:
YTD-1571rmnts.
∙Done.
∙Aggressivepromotionsduringlongholidays:
YTD-323rmnts.
∙
7.9ReviewCurrentBookingPace
CRO:
2.3%,GDS:
0.3%,Internet:
01%.
SalesDepartment:
92.9%,other:
4.4%.
Samedaybooking:
12-5rmntsperday.
Samedaywalk-in:
25-30rmntsperday.
7.10ReviewofTravelCLICKGDSManagementReviewReports
Notparticipated.
8.0REVENUEMANAGEMENT
COMMENTS
8.1KPOsReview
LASTVISIT
CURRENTVISIT
Done
8.2Organization/Reservation/Revenue
AssistantRevenueManagerandReservationClerk
8.3SystemResults/Goals
Goal:
6%
YTD:
2.1%
8.4IBP
IBPComplianceisgettingmuchbetter.
8.5RevenueSystem
Inprocess
8.6HOLIDEXPlus
∙Pricing
∙Availability
Bestbreakat609++,GreatRateat709++,Ice&SnowPackageat915++,InternetWebSaverat558++,21dayadvancepurchaseat498++(HighSeason)
8.7Denials/Regrets
Onlyoccurredwhenhotelwasfull.
9.0F&B
COMMENTS
9.1KPOsReview
LASTVISIT
CURRENTVISIT
9.2OutletPerformance
Actual/Budget/LastYear
LPP:
2,446,964.54/2,455,903.00/2,332,986.33
R.S.:
95,683.85/122,583.00/102188.25
CR:
1,077,555.31/1,295,879.00/969,642.57
Pub:
212,880.50/378,108.00/255,255.22
Boulevard:
259,898.28/253,878.00/206,513.64
MiniBar:
146,256.00/177,279.00/155,409.20
9.3PositioningMarket
Goodreputationonthequalityofservice,restaurantstaffbuildgoodrelationshipwithlongstayingguests,fitforIn-houseguests,localcompanyandlocalcitizen.
9.4Foodhandlingprocess
Asperstandard.
9.5PurchasingContracts
AllpurchasingcontractsapprovedbyDepartmenthead,Owner’sFC,FinanceandBusinessSupportManager,DGMandGM.
9.6Safefoodhandlingvalidation
Accordingtothesafefoodpolicyandprocedure.
9.7DaysOnHand
Within2w
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