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Thread: Hotel Administration. Occupancy's Payment Control.

  1. #1 Hotel Administration. Occupancy's Payment Control. 
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    Hello.

    I manage a hotel of 30 rooms, but sometimes it is difficult to know if the receptionists aren't stealing the cash of occupancy; because sometimes they sells double rooms as single (often single guests prefer double rooms...) and triple rooms as double. I canīt know if they have entered fewer people, could be a lie.

    Also, some groups of students vacationers pay by credit, at the end of the month. So if receptinists write CREDIT, and they are lies; i canīt know who is the thieve, or if all of them are thieves.


    thanks

    Postscript: Does you recommend the book The Cornell School of Hotel Administration - by Michael Sturman?


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  3. #2  
    Forum Radioactive Isotope Paleoichneum's Avatar
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    To be honest I think you may have some personal issues that need to be sorted out before you start to deal with other people. You come across as a very paranoid and antisocial person.


    If more of us valued food and cheer and song above hoarded gold, it would be a merrier world. -Thorin Oakenshield

    The needs of the many outweigh the need of the few - Spock of Vulcan & Sentinel Prime of Cybertron ---proof that "the needs" are in the eye of the beholder.
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  4. #3  
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    Quote Originally Posted by Paleoichneum View Post
    To be honest I think you may have some personal issues that need to be sorted out before you start to deal with other people. You come across as a very paranoid and antisocial person.
    You sounds like: hey hey, go to your theraphy, then you will be able to post here.

    You are right, I apologize for my language. I have no intention to offend.
    I try to be concise and direct, and for this reason my language seems rude, offensive.
    My language of origin is spanish, then I find it difficult to polish my sentences.
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  5. #4  
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    Quote Originally Posted by bezoar View Post
    Hello.

    I manage a hotel of 30 rooms, but sometimes it is difficult to know if the receptionists aren't stealing the cash of occupancy; because sometimes they sells double rooms as single (often single guests prefer double rooms...) and triple rooms as double. I canīt know if they have entered fewer people, could be a lie.

    Also, some groups of students vacationers pay by credit, at the end of the month. So if receptinists write CREDIT, and they are lies; i canīt know who is the thieve, or if all of them are thieves.


    thanks

    Postscript: Does you recommend the book The Cornell School of Hotel Administration - by Michael Sturman?
    That's why you need to have the proper internal checks in place. A daily reconciliation of takings against charges is crucial, and so is a balancing of your ledger accounts on a regular basis.
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    Often, i have no time to do these daily reconciliations. My daily reports of incomings-outcomings are designed to detect in which turn has been commited any error.
    I check these reports 2 times a week. My target is to achieve a system capable of auto-administration. The automatization of the whole administrative process.
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  7. #6  
    Moderator Moderator Markus Hanke's Avatar
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    Quote Originally Posted by bezoar View Post
    Often, i have no time to do these daily reconciliations. My daily reports of incomings-outcomings are designed to detect in which turn has been commited any error.
    I check these reports 2 times a week. My target is to achieve a system capable of auto-administration. The automatization of the whole administrative process.
    Investing in a computerized PMS is probably a good idea, then.
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  8. #7  
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    Quote Originally Posted by Markus Hanke View Post
    Quote Originally Posted by bezoar View Post
    Often, i have no time to do these daily reconciliations. My daily reports of incomings-outcomings are designed to detect in which turn has been commited any error.
    I check these reports 2 times a week. My target is to achieve a system capable of auto-administration. The automatization of the whole administrative process.
    Investing in a computerized PMS is probably a good idea, then.
    Were i live, the most of softwares for hotel administration are focused in the efficience improvement of the guest's service (too expensive to import from US). Nor to control the Ant Theft (this is a term in spanish ['robo hormiga'] that means underhand and constant theft, as the ants do in order to build their anthills.
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  9. #8  
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    Have customers sign a receipt. (Say the receipt is their room rental agreement.)

    Enough of your customer base is likely to be honest, that at least one of them would object to signing an agreement that shows the wrong amount as their rate. (Especially since the agreement would have to show a lower price than what they are actually paying in order for the clerk/receptionist to embezzle any money.)
    Some clocks are only right twice a day, but they are still right when they are right.
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    Quote Originally Posted by kojax View Post
    Have customers sign a receipt. (Say the receipt is their room rental agreement.)

    Enough of your customer base is likely to be honest, that at least one of them would object to signing an agreement that shows the wrong amount as their rate. (Especially since the agreement would have to show a lower price than what they are actually paying in order for the clerk/receptionist to embezzle any money.)
    Receptionists know customers they can suborn and who do not. Young and adolescent customers can be easily suborned.
    Customers usually are very rushed, engrossed, and not look at the ugly writings on the Receipts.

    Customers are very pragmatic, as the sign did not entail any benefit for them, they just do not.
    If receptionists don't reminds them to do this, they do not, indeed most of the firms could be forge.

    If any crime or serious problem occurs, police use other methods to investigate the perpetrators. Because sign forgery are common, even people do it just for fun.
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    The inefficience of the legal system and the police in my country, works as a 'Robin Hood', takes from the enterprise (the rich) to give to the employees (the poor). 'A socialism'.
    But, the real purpose of 'Robin' is to create institutional chaos, necesary for the politicians and the majority of public authorities to steal with impunity.
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  12. #11  
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    The only remaining option I could see, then, is to anonymously verify some bookings yourself in person randomly every month. Make it so the employees don't know when you'll stop by and do this, or which transactions you'll review. If they don't know which ones you'll check, then they have to worry each time they do it that they'll get caught and you'll fire them.

    ....Another option is, of course, to only hire family members and other people you trust.
    Some clocks are only right twice a day, but they are still right when they are right.
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    Quote Originally Posted by kojax View Post
    The only remaining option I could see, then, is to anonymously verify some bookings yourself in person randomly every month. Make it so the employees don't know when you'll stop by and do this, or which transactions you'll review. If they don't know which ones you'll check, then they have to worry each time they do it that they'll get caught and you'll fire them.

    ....Another option is, of course, to only hire family members and other people you trust.
    Thanks for your counsel

    Indeed it have 20 rooms, and dont grows at all. Another problem i feel is happening is the receptionists could say: there is no disposable room Sir, to every guest asking for a room. Some receptionists dont take seriously their job, or feel frustrated, tired (the economical crisis affects physically & emotionally). Maybe there could be no more than 2-3 guests per week they rejects, but in a year is a considerable amount of money.
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  14. #13  
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    Put cameras in the lobby.
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  15. #14  
    Brassica oleracea Strange's Avatar
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    Treat the staff better so they don't feel like cheating.
    Without wishing to overstate my case, everything in the observable universe definitely has its origins in Northamptonshire -- Alan Moore
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  16. #15  
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    Quote Originally Posted by Strange View Post
    Treat the staff better so they don't feel like cheating.
    I think you just don't understand Latin America if you think that would do it. Most of the population leans strongly toward Marxism, which in their interpretation means that workers are seen as being entitled to take from their employers anything that isn't nailed down. The less stuff you nail down, the more they'll take. There's no way to establish a meaningful relationship between management and labor because labor automatically assumes you are "rich" if you can own a business. Nothing short of reducing yourself to their level of poverty or (impossibly) elevating them all to your level of wealth would ever be enough to make them care about you.
    Some clocks are only right twice a day, but they are still right when they are right.
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  17. #16  
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    Quote Originally Posted by kojax View Post
    Quote Originally Posted by Strange View Post
    Treat the staff better so they don't feel like cheating.
    I think you just don't understand Latin America if you think that would do it. Most of the population leans strongly toward Marxism, which in their interpretation means that workers are seen as being entitled to take from their employers anything that isn't nailed down. The less stuff you nail down, the more they'll take.
    You knows well the latinamerican psychology. They have (most of employees, students of the low classes) a very valued skill called: viveza (translated: astuteness, craftiness). Probably is a psychologycal mechanism of compensation, an ego response to the shocking contrast beetween an small high class and a massive low and very poor class; whose neighboorhoods are adjacent, sometimes.
    Another fundamental ingredients are sureptitious racism, individualism, narcisism and corruption (astuteness & craftiness's paradise of social avengers) .


    There's no way to establish a meaningful relationship between management and labor because labor automatically assumes you are "rich" if you can own a business. Nothing short of reducing yourself to their level of poverty or (impossibly) elevating them all to your level of wealth would ever be enough to make them care about you
    Absolutely true.
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    Quote Originally Posted by gonzales56 View Post
    Put cameras in the lobby.
    Maybe the only solution.
    Today, cam sellers are highly requested, and most sellers leverage that to defraud, intentionally or not.
    The only option i have is Radioshack, but there are not an authorized reiparation service in my city, so i distrust of it. Please could you recommend me an e-store, e-product with an authorized service in Lima.Perú?
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  19. #18  
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    Quote Originally Posted by bezoar View Post
    Quote Originally Posted by gonzales56 View Post
    Put cameras in the lobby.
    Maybe the only solution.
    Today, cam sellers are highly requested, and most sellers leverage that to defraud, intentionally or not.
    The only option i have is Radioshack, but there are not an authorized reiparation service in my city, so i distrust of it. Please could you recommend me an e-store, e-product with an authorized service in Lima.Perú?

    Why don't you simply employ a manager that you trust.
    Everything has its beauty, but not everyone sees it. - confucius
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  20. #19  
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    Quote Originally Posted by bezoar View Post
    You knows well the latinamerican psychology. They have (most of employees, students of the low classes) a very valued skill called: viveza (translated: astuteness, craftiness). Probably is a psychologycal mechanism of compensation.
    Is a constructive criticism. They have by far more positive aspects than negative.
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  21. #20  
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    Quote Originally Posted by Chrisgorlitz View Post
    Quote Originally Posted by bezoar View Post
    Quote Originally Posted by gonzales56 View Post
    Put cameras in the lobby.
    Maybe the only solution.
    Today, cam sellers are highly requested, and most sellers leverage that to defraud, intentionally or not.
    The only option i have is Radioshack, but there are not an authorized repairation service in my city, so i distrust of it. Please could you recommend me an e-store, e-product with an authorized service in Lima.Perú?

    Why don't you simply employ a manager that you trust.
    Too expensive.
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