FRONT DESK AND NIGHT AUDIT CHECKLISTS

A.M. SHIFT GUIDELINES- SHIFT 1

DO AT THE START OF THE SHIFT

____ Check Bulletin Board for new information

____ Count Bank and Run a Cashier Shift Report

____ Check that all Wake Up Calls have been answered

____ Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures

____ Print Shift Change Reports (Emergency Reports)

• Guest Ledger Balances

• Today’s Expected Arrivals

• Today’s Expected Departures

• Vacant and Clean Rooms

• Occupied Rooms

• Pay In Advance

• Seven-Day Availability

____ Print In-House Guest List (Back Up Phone List)

____ Read & Initial Log Book

 Guest Comment Cards during Check Out

DO AT 12:00 P.M.

____ Verify if any Due Outs, if so politely remind them of check out time

____ Occupied Rooms Report (Bucket Check)

____ Credit Limit Exception Report (CC Authorization Cross Reference)

____ Print CC Batch Report and review all room numbers and authorization

amounts.

____ Pay In Advance Report

____ Cross-reference all Cash Payment rooms and Zero balance rooms to see if payment is needed.

____ Expected Departure Verification

____ View Daily Activity Report

____ Print CC Activity Batch and review credit card totals

____ Department Audit – if a department does not balance

____ Verify all unoccupied room for Phone Restriction

____ Change Stay over Rates to Weekend Rates on Friday and vice versa on Sunday

DO DURING SHIFT

____ Call SIGNATURE to review recent test calls

____ Days Inn Guest Call Log for all Check-Ins

____ Hotel Call Around Sheet

____ Reservation Tracking Forms for all inquiry/booked reservations

____ SVI Video Inventory Log Sheet

____ Clean Front Desk/Vacuum

____ Stock Storage Closet

DO AT THE END OF THE SHIFT

____ Count Bank and do a Cashier Shift Report

____ Cashier Shift Change – when cash is in balance

• Do Deposit – Drop in Safe – Record on Deposit Log

• Record zero drop if no Deposit for shift

____ Back Up all Databases

____ Sign off on the Shift Bank Log with other clerk present

Date: __________________ Clerk’s Signature:__________________________________

PM SHIFT GUIDELINES- SHIFT 2

DO AT THE START OF THE SHIFT

____ Check Bulletin Board for new information

____ Count Bank and Run a Cashier Shift Report

____ Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures

____ Print Shift Change Reports (Emergency Reports)

• Guest Ledger Balances

• Today’s Expected Arrivals

• Today’s Expected Departures

• Vacant and Clean Rooms

• Occupied Rooms

• Pay In Advance

• Seven-Day Availability

____ Print In-House Guest List (Back Up Phone List)

____ Occupied Rooms Report (Bucket Check)

____ Expected Departure Verification

____ Pay In Advance Report

____ Cross-reference all Cash Payment rooms and Zero balance rooms to see if payment is needed.

____ Read & Initial Log Book

DO DURING SHIFT

____ Ask all Check –Ins if they want a Wake Up Call

____ Cancel 4PM Holds

____ Call SIGNATURE to review recent test calls

____ Days Inn Guest Call Log for all Check-Ins

____ Hotel Call Around Sheet

____ Reservation Tracking Forms for all inquiry/booked reservations

____ SVI Video Inventory Log Sheet

____ Verify all unoccupied room for Phone Restriction

____ Ensure all Wake Up Calls are entered

____ Clean Front Desk/Vacuum

____ Stock Storage Closet

DO AT THE END OF THE SHIFT

____ Count Bank and do a Cashier Shift Report

____ Cashier Shift Change – when cash is in balance

• Do Deposit – Drop in Safe – Record on Deposit Log

• Record zero drop if no Deposit for shift

____ Back Up all Databases

____ Sign off on the Shift Bank Log with other clerk present

Date:__________________Clerk’s Signature:_________________________________

NIGHT SHIFT/AUDIT GUIDELINES- SHIFT 3

DO AT THE START OF THE SHIFT

____ Check Bulletin Board for new information

____ Count Bank and Run a Cashier Shift Report

 ____Display the House Count to familiarize yourself with the day’s numbers; Availability; Arrivals, Departures

____ Check Arrivals - see if any have not arrived

____ Read & Initial Log Book

DO NIGHT AUDIT PROCEDURES

____ Ledger Balance for INACTIVE ACCOUNTS: – Total should be $0.00

____ ROOM DEPARTMETN POSTING: - Check RM Department to see if adjustments or postings have been made; THIS IS TO PREVENT DOUBLE POSTING.

____ BUCKET CHECK AND /ROOM RATE AUDIT FOR MARKET CODE REVENUE:

Print Room Rate Audit(Occupied Room) Report for Groups Code, Rate Code and other Market Codes, and /or Overides Check for invalid or excessive override rates – if a rate code

would apply, enter correct code. Adjust codes

____ OCCUPIED ROOMS BY MARKET CODES - This report is used for the MARKET REVENUE REPORT

____ POSTING PHONE ACCESS FEE : – GUEST LEDGER

BALANCE (GUEST ACCOUNT SUMMARY) REPORT CAN BE USED FOR POSTING.

____ Post to all cash paying accounts and accounts in house less than four days

____ POSTING ROOM SAFE WARRANTY FEE: – Post to all rooms. (Tax will

automatically post)

____ HOUSE ACCOUNT ADJUSTMENTS: – key dollar amount to zero balance on this account.

____ Repeat adjustment House Account – Default Phone Call (if there is a balance)

____ ROOM/TAX POSTING: – Post Room and Tax

____ NO SHOW POSTING: – When applicable, (guest arrivals to date) Check guest into a room, manually post (4) NS rate to folio and charge, print guest information and receipt, then check out using

standard procedure.

____ Print CC Batch Reports 

• compare to credit authorization (verify enough is authorized)

• compare credit card charges

____ Credit Card Batch Settlement

• transmitting, receiving until complete

• After printing, scroll right

• Clear (when Settlement is complete)

• Attach Yellow copy of Batch Report to back side of the daily

revenue report

____ Count the cash drawer and do a Cashier Shift Report

____ Cashier Close-out when cash is in balance

• Do Deposit – Drop in Safe – Record on Deposit Log

____ FOLIO HISTORY BACKUP:

____ Do a Database Backup

____ Run a Close of the Day

Make sure there is plenty of paper and that it is lined up

____ Do a Database Backup

____ Print Shift Change Reports (Emergency Reports)

• Guest Ledger Balance

• Today’s Expected Arrivals

• Today’s Expected Departures

• Vacant and Clean Rooms

• Occupied Rooms

• Pay in Advance

• Seven Day Availability

____ Print In House Phone List (Back up Phone List) optional

____ Organize Direct Bill

• Remove City Ledger Transaction Audit Detail form Audit Paperwork

• Pull all Direct Bill Folios from audit packet

• Print additional copy of each Direct Bill folio listed in the Transfer

from Guest Ledger section

• Place Direct Bill paperwork with the Daily Revenue Report

SUNDAY NIGHT ONLY

____ Reorganize Guest Database – follow prompts

____ Reorganize Transaction Database – follow prompts

____ Note: Shutdown all computers except one at the front desk

DO DURING SHIFT

____ Guest Comment Cards during Check Out

____ Call SIGNATURE to review recent test calls

____ Days Inn Guest Call Log for all Check-Ins

____ Hotel Call Around Sheet

____ Reservation Tracking Forms for all inquiry/booked reservations

____ SVI Video Inventory Log Sheet

____ Put the daily shift guidelines and other forms together on Clipboard for

the next day

____ Clean Front Desk/Vacuum

____ Stock Storage Closet

DO AT THE END OF THE SHIFT

____ Count Bank and do a Cashier Shift Report

____ Back Up all Databases

____ Sign off on the Shift Bank Log with other clerk present

Date:__________________ Clerk’s Signature:__________________________________