A high-level breakdown of some of the tasks and how the responsibility might be shared.
Operations
HSKP
Housekeeping
| Task |
HK Supervisor* |
FOM |
GM |
| Inspect each room |
✓ Daily
|
✓ 20 per week
|
✓ 20 per month
|
| Inspect Public Areas |
✓ Daily |
✓ Daily |
✓ Weekly
|
| Check HK Reports |
✓ Daily
|
✓ Daily
|
✓ Daily
|
ENGR
Facilities & Engineering
| Task |
ENGR* |
FOM |
GM |
| Maintain Property Binder |
✘
|
✓ |
✓
|
|
|
|
|
T&A
Time & Attendance
| Task |
All Supervisors |
FOM |
GM |
| Creating Schedules |
✓ |
✓ |
✘ |
| Publishing Schedules |
✘ |
✓ |
✓ |
| Managing Attendance |
✓ |
✓ |
✘ |
| Verifying hours & timesheets for payroll |
✓ |
✓ |
✘ |
| Approving / Submitting hours for payroll |
✘ |
✘ |
✓ |
INVT
Purchases, Receiving, & Inventory
| Task |
All Supervisors |
FOM |
GM |
Placing orders on Birch Street
- Breakfast
- Laundry
- Marketplace
|
✓ |
✓ |
✘ |
| Approving Orders |
✘ |
✘ |
✓ |
| Receiving Purchases |
✓ |
✓ |
✘ |
| Send Receiving slips to accounting |
✘ |
✓ |
✓ |
| Inventorying & Storage |
✓ (Daily)
|
✓ |
✘ |
| Inventory Balancing & Auditing |
✘ |
✓ (Weekly)
|
✓ |
| Setting up SOTF on Birch Street |
✘ |
✘ |
✓ |
Front Desk
PMS
| Task |
FD Supervisor* |
FOM |
GM |
| PMS System - Front End |
✓ |
✓ |
✓ |
PMS System - Back End
Ledgers, Adjustments, Franchise Postings, A/R
|
✓ (In Training) |
✓ |
✓ |
| Check for Cancellations, GNS, etc |
✓ |
✓ |
✘ |
Check PMS Ledger Balances
|
✘
|
✓
|
✓
|
| OTA Reconciliations |
✓ Daily
|
✓ Monthly
|
✘ |
The PMS system is the backbone of our operations. Therefore, without exception, Front Desk Supervisors (in-training exceptions can be made), Front Office Managers, and Managers all need to have a mastery of the PMS system, adjustments, franchise postings, accounts receivable, etc.
GMs shall work 24 hours a week at the desk until they have mastered the PMS system and FD procedures. This competency will be evaluated through the number and types of adjustments, refunds, room allowances flagged by accounting.
Guests
| Task |
FD Supervisor* |
FOM |
GM |
| Guest Communication, Voicemails |
✓ |
✓ |
✘ |
| Guest Reviews, Medallia, Heartbeat |
✓ |
✓ |
✓ (High Priority)
|
| Check & Pass-On Sales Leads |
✘ |
✓ |
✓ |
Revenue Mgmt
| Task |
FD Supervisor* |
FOM |
GM |
| Monitor Rates & Availability of Surrounding Hotels |
✓ |
✓ |
✓ |
| Attend Revenue Management Calls |
✘ |
✓ |
✓ |
| Adjust Rates & Inventory, Hurdle Points, MinStay, Opaque, etc. |
✘ |
✘ |
✓ |
Franchise
| Task |
FD Supervisor* |
FOM |
GM |
| (Bi-) Monthly Self Audits |
✘
|
✓
|
✓
|
| Franchise Training Credits |
✘
|
✓
|
✓
|
|
|
|
|
FOMs/Supers should have or develop the caliber, capacity, and ability to improve/inspire the performance/character of the staff/team they are managing/supervising and attempt to do so.
Administration
Mgmt
| Task |
FD Supervisor* |
FOM |
GM |
| Publish SOPs on Concierge (this platform) |
✓ 1x / Month
|
✓ 1x / Month
|
✓ |
| Financial Tracking & Review |
✘ |
✘ |
✓ |
HR
| Task |
All Supervisors |
FOM |
GM |
| Onboarding Forms |
✘ |
✓ |
✓ |
| Managing Personnel Files |
✘ |
✓ |
✓ |
| Sensitive Issues |
✘ |
✘ |
✓ |
| Performance Reviews |
✓
|
✓ |
✓ |
| Performance Reviews of Supervisors |
✘ |
✘ |
✓ |
| Managing Wages |
✘ |
✘ |
✓ |
Cash
| Task |
FD Supervisor* |
FOM |
GM |
| Submitting all petty cash expense receipts |
✓ |
✓ |
✘ |
Access to House Bank
*Updated Contract Required
|
✘ |
✓ after 90 days
|
✓ |
| Replenishing Cash Register(s) |
✘ |
✓ |
✘ |
| Verifying Cash Drops |
✓ |
✓ |
✘ |
| Preparing Daily Cash Deposits |
✘ |
✓ |
✓ |
| Making Daily Cash Deposits at Bank |
✘ |
✘ |
✓ |
Accounting
| Task |
FD Supervisor* |
FOM |
GM |
| Picking up Mail |
✘ |
✓ |
✓ |
| Scanning & sending all bills to accounting |
✘ |
✓ |
✓ |
| Posting & Sending Franchise Invoices to accounting |
✘ |
✓ |
✓ |
| Send requested reports to accounting |
✓ |
✓ |
✘ |
| Discrepancy Inquiries & Research |
✓ |
✓ |
✘ |
| Discrepancy Resolution |
✘ |
✓ |
✓ |
| Chargeback Responses |
✘ |
✓ |
✓ |
