Internal Control Questionnaire

Empresa: Hotel Cabaña Quinta Tipo deTrabajo: Auditoria

Administrative
Process: Hosting Period: 08/02/2016 –
10/02/2016
Position: Waitress/ laundry Area: House Keeping
Objective: To carry out the tasks of the area through an agile management of both the tasks they perform and the activities assigned to them.
No. QUESTIONS ANSWERS OBSERVATIONS
YES NO N/A
1 Before cleaning the room, check if there are any objects.
forgotten personal belongings of the guest?
2 If you find any belongings, report them immediately to
reception?
3 Conduct a general review to check if it is necessary to make any adjustments.
technical repair in the room?
4 When do you carry out the cleaning of an occupied room, are you informed of the time?
check-in and check-out of the guest?
5 To clean the room, open windows and balconies for it.
ventilation?
6 Immediately clean the room after check-out has been recorded.
of the guest?
7 Coordinate with the housekeeper for the change of sheets, pillowcases,
towels, curtains, etc.?
8 Does he/she pay attention to the details in making the bed and cleaning small areas?

9 Remove all used accessories and stationery from the bathroom to proceed with the
cleaning of it?
10 Clean the shower walls, tub, toilet with detergent and disinfectant.
bathroom floor?
11 Do you supply necessary accessories for the bathroom?

12 Do you provide the indicated advertising in the room?

13 Coordinate with the housekeeper for the cleaning and organization of public areas,
stairs, services and wet areas?
14 Does he/she properly use the washing machines and equipment?
15 Ensure proper use of the chemicals and work additives placed at your disposal.
arrangement according to the garments?
16 Plan and organize the washing, centrifuging, and ironing process in order to
avoid interruptions?
17 Keep a record of the clothing and type of clothing that enters the department as well as
the one that is delivered?
18 Do you keep your workplace clean and organized?
19 Does it improve its activities in case of claims from the client or the
hotel departments?
20 Are you up to date on the packages and services offered by the hotel, as well as their
costos?
21 Does it perform other functions besides the ones assigned to it?

22 Do you keep a stock of clean tablecloths and kitchen aprons for the perfect
kitchen and staff status?
23 Have you received any kind of sanction from the administration?
24 Have you received any kind of incentive from the administration?
PREPARED BY: RodrigoTroncoso Jiménez REVIEWED BY:

FECHA: DATE:

Internal Control Questionnaire

Empresa: Hotel Cabaña Quinta Tipo deTrabajo: Auditoria
Administrative
Process: Lodging Period: 08/02/2016 –
10/02/2016
Cargo: Buttons Area: Reception
Objective: To carry out the tasks of the area through efficient management of both the tasks they perform and the activities assigned to them.

No. QUESTIONS ANSWERS OBSERVATIONS

YES NO N/A
1 Is the reception informed about the expected arrivals of guests?

2 Does it notify reception immediately about the arrival of new clients?

3 Take the guest's luggage to their respective rooms and deliver the
keys to this?

4 In case of engaging in a dialogue with the guest, are you capable of

inform you about the services that the hotel offers?

5 Give the corresponding indications to the guest about the rooms and
other details?
6 Are you updated on the packages and services offered by the hotel, as well as its
cost?
7 Does he/she maintain a good appearance with respect to his/her uniform?

8 Notify the corresponding department immediately in case of having

a guest complaint?
9 Even though there are no clients, does he/she remain at his/her workplace?

10 Do you keep your workplace tidy?

11 He is at the customer's service in case of messaging and attends in a manner

cordial requests from the same despite the fact that in cases they are not part of their
functions?
12 Does it perform other functions besides those assigned to it?

13 Have you received any kind of sanction from the administration?

14 Have you received any type of incentive from the administration?

PREPARED BY: RodrigoTroncoso Jiménez REVIEWED BY:

DATE: DATE:

Internal Control Questionnaire

Empresa: Hotel Cabaña Quinta Tipo deTrabajo: Auditoria
Administrative
Process: Hosting Period: 08/02/2016 –
10/02/2016
Position: Receptionist Area: Reception
Objective: To carry out the tasks of the area, through agile management both in the tasks they perform and the activities assigned to them.

No. QUESTIONS ANSWERS OBSERVATIONS

IF NO N/A
1 Does it keep a daily record of the calls received for reservations or others?
reason?
2 Does it adequately handle the guest's internal calls and coordinate with the
other departments in case of an extra service?
3 Are you up to date on the packages and services the hotel offers, as well as its
cost?
4 Are you informed of the arrival of guests with advance reservations and
coordinated with the department?
5 When a guest with a reservation arrives, check their registration on a list of
expected arrivals?
6 Perform customer data verification, as well as advance payments and keep a
log file for each client?
7 Coordinate with the housekeeper about the status of each room: available,
occupied, blocked?
8 Does it keep a constant update record on the status of each
room?
9 Inform the housekeeper about the guest's length of stay as well as
special details at the request of the same in the room?
10 Does he constantly communicate with the bellboy about the arrival of the client?

11 Coordinate with other departments regarding services or charges to the account

from the client for proper billing?
12 Does it carry the corresponding record and chronological file of the invoices and
legal documents?
13 Receives, processes, records, and directs customer complaints to the
respective departments?
14 Does the daily cash reconciliation and closing and sends this report to
accounting?
15 Does it perform other functions besides those assigned to it?

16 Have you received any kind of sanction from the administration?

17 Have you received any kind of incentive from the administration?

PREPARED BY: Rodrigo Troncoso Jiménez REVIEWED BY:

DATE: DATE:

Internal Control Questionnaire

Empresa: Hotel Cabaña Quinta Tipo deTrabajo: Auditoria
Administrative
Process: Hosting Period: 08/02/2016 –
10/02/2016
Position: Waiter Area: Restaurant
Objective: Carry out the tasks of the area, through efficient management both in the tasks they perform and the activities assigned to them.

N° QUESTIONS ANSWERS OBSERVATIONS

YES NO N/A
1 Do you keep a record of the orders you request in your room?

2 Do you deliver the order directly to the room?

3 Do you coordinate with reception about special guest requests?

4 Does he/she maintain an impeccable presence?

5 Report immediately to the corresponding department in case of a

guest complaint?
6 Does it improve your performance in case of attention calls?

7 Verify details for room service?

8 Do you have knowledge about drinks and food menu?

9 Are you up to date on the packages and promotions that the hotel offers, as well as its
cost?
10 Are you informed of the arrival of guests with advance reservations and
Coordinated with reception for menu preparation or special orders?
11 Are you the one in charge of providing the details of special dates to the guest?

12 ¿Ha recibido algún tipo de incentivo por parte de la administración?

13 Does it perform other functions besides those assigned to it?

14 Have you received any type of sanction from the administration?

PREPARED BY: RodrigoTroncoso Jiménez REVIEWED BY:

DATE: DATE:

Internal Control Questionnaire

Empresa: Hotel Cabaña Quinta Tipo deTrabajo: Auditoria
Administrative
Process: Hosting Period: 08/02/2016 –
10/02/2016
Night Auditor Area: Reception
Objective: To carry out the tasks of the area, through an agile management of both the tasks they perform and the activities assigned to them.

No. QUESTIONS ANSWERS OBSERVATIONS

YES NO N/A
1 Does it keep a night record of incoming calls for reservations or others?
motivo?
2 Does it properly handle the internal calls from the hotel guest and leave a
Should other departments be informed in case of an extra service?
3 Are you up to date on the packages and services offered by the hotel, as well as its
cost?
4 Are you informed about the arrival of guests with a reservation in advance and
coordinated with administration and other departments?
5 When a guest with a reservation arrives, check their registration on a list of
expected arrivals?
6 Perform the verification of customer data, as well as of advance payments and
Does it have a registration card file for each client?
7 The reception manager leaves you a report on the status of each
habitación: disponibles, ocupadas, bloqueadas?
8 Do you have a complete report of the charges to the guests' invoices?
hotel?
9 Do you verify the cash registers of the day that reception and other departments leave?

10 The delivery of the room keys of a guest to third parties.

people?
11 Leave a complete report for reception and other departments about the
services or charges to the client's account for proper billing?
12 Does it carry the corresponding record and chronological filing of the invoices and
legal documents?
13 Receives, processes, registers, and directs customer complaints to the
respective departments?
14 Does he/she daily perform the cash reconciliation and closure and leaves this report to accounting?

15 Does it perform other functions besides those assigned to it?

16 Have you received any type of sanction from the administration?

17 Have you received any type of incentive from the administration?

PREPARED BY: RodrigoTroncoso Jiménez REVIEWED BY:

DATE: DATE:

Internal Control Questionnaire

Company: Cabaña Quinta Hotel Tipo deTrabajo: Auditoria
Administrative
Process: Hosting Period: 08/02/2016 –
10/02/2016
Position: Housekeeper Area: Housekeeping
Objective: To carry out the tasks of the area, through an agile management of both the tasks they perform and the activities that are assigned to them.

No. QUESTIONS ANSWERS OBSERVATIONS

YES NO N/A
1 Check the status of each room daily, especially the details of the
same?
2 Do you keep a record of the controls performed in each room?

3 Constantly check the cleanliness, order, and details of public areas and areas
humid?
4 Are you informed about the arrival of guests with advance reservations and
Coordinated with the maids and laundresses for the availability of the room
required?
5 Coordinate with the maids and laundresses to send a constant report to
receipt of the status of each room?
6 Inform management in case the room or public areas require
a technical maintenance?
7 Report to management if there is any damage to
the hotel details?
8 Plan as soon as possible with the waitresses where, how, and what they should.
clean and organize?
9 Even if a room is not used, check its cleanliness daily and
state?
10 Do you arrange the laundry of the hotel's general garments with the laundry service?

11 Does it have private control of the keys to all the hotel rooms?

12 Make an inventory of the room details, such as bathroom accessories?

13 Manages a stock of cleaning materials as well as bathroom accessories and

room?
14 Does he/she implement corrective actions immediately in case of guest complaints?

15 Have you received any kind of incentive from the administration?

16 Are you up to date on the packages and services offered by the hotel, as well as its
cost?
17 Have you received any kind of sanction from the administration?

18 Does it perform other functions besides those assigned to it?

PREPARED BY: RodrigoTroncoso Jiménez REVIEWED BY:

FECHA: FECHA:

Internal Control Questionnaire

Empresa: Hotel Cabaña Quinta Tipo deTrabajo: Auditoria
Administrative
Process: Hosting Period: 08/02/2016 -
10/02/2016
Administrative Manager Area: Administration
Objective: Plan, control, manage and supervise hotel operations to achieve profitability and satisfaction of guest requirements.

No. QUESTIONS ANSWERS OBSERVATIONS

SI NO N/A
1 The planning is based on the mission, vision, and objectives of
hotel?
2 The hotel's objectives are aimed at achieving its mission and vision.
hotel?
3 Based on the objectives, do you work with any type of strategy?

4 To formulate strategies, do you take into account the opinions of your collaborators?

5 The update and development of policies, regulations, and manuals

functions, is it your responsibility?

6 Do you constantly evaluate the capability of your staff?

7 Do you have any kind of procedure for hiring staff?

8 Is there any type of labor union among employees?

9 Are there outsourced employees?

10 Is there any kind of internal staff conflict?

11 When there is a conflict, does he/she handle it immediately?

12 Does the hotel have or maintain any type of internal control?

13 Do the organization's guidelines facilitate your competence?

14 Is the effectiveness of the decisions made evaluated?

PREPARED BY: RodrigoTroncoso Jiménez REVIEWED BY:

DATE: DATE: