Motel Management Handover Checklist for New Hospitality Managers

Last Edited 23/01/2026.

Use this checklist to confirm you have everything you need before you take on a Motel Management Role. We are not indicating to print it, and use it when you meet your employer for on-boarding, but review, it and make your own notes about what you should run through, use it as a base for creating your own template.

A. Role Clarity & Expectations

☐ Job description provided in writing
☐ Reporting line confirmed (owner / head office / trust)
☐ Decision-making authority clearly defined
☐ Spending limits confirmed
☐ Approval required for discounts, refunds, or upgrades
☐ KPIs or performance measures explained
☐ Hours of work expectations clarified
☐ On-call / after-hours expectations confirmed
☐ Live-in arrangements clarified (if applicable)

B. Property & Operational Context

☐ Motel layout walkthrough completed
☐ Room types and counts understood
☐ Known problem rooms identified
☐ Seasonal demand patterns explained
☐ Guest mix explained (corporate, leisure, long-stay)
☐ Local events affecting occupancy identified
☐ Competing motels discussed
☐ Current occupancy trends explained

C. Keys, Access & Security

☐ Master key issued
☐ Sub-master keys issued
☐ Spare keys location shown
☐ Key register process explained
☐ Safe access provided
☐ Alarm codes provided
☐ CCTV access provided (if applicable)
☐ After-hours access procedures explained
☐ Lockout procedures clarified

D. Front Office & Guest Handling

☐ Check-in procedure demonstrated
☐ Check-out procedure demonstrated
☐ ID and payment rules explained
☐ Cash handling rules explained
☐ Refund and cancellation rules confirmed
☐ No-show handling explained
☐ Late arrival process explained
☐ Early check-in / late check-out policy explained
☐ Complaint handling process explained
☐ Escalation rules clarified
☐ House rules provided

E. Property Management System (PMS)

☐ PMS login provided
☐ Admin vs staff access clarified
☐ Room status workflow explained
☐ Rate setup explained
☐ Housekeeping integration shown
☐ Maintenance flags explained
☐ Daily reports explained
☐ Monthly reports explained
☐ Channel manager connection explained
☐ Known system issues disclosed
☐ Backup process explained

F. OTAs & Distribution

☐ All OTAs listed
☐ Commission rates confirmed
☐ Virtual card handling explained
☐ Invoicing process explained
☐ Overbooking rules explained
☐ Cancellation rules explained
☐ Rate parity expectations explained
☐ Review response responsibility confirmed
☐ Known OTA disputes disclosed

G. Direct Bookings & Website

☐ Website login provided
☐ Booking engine explained
☐ Payment gateway explained
☐ Phone booking script explained
☐ Walk-in pricing rules explained
☐ Promo codes explained
☐ Corporate rates explained
☐ Email enquiries routing explained

H. Housekeeping Operations

☐ Cleaning standards provided
☐ Turnover expectations explained
☐ Linen change rules explained
☐ Deep clean schedule provided
☐ Room inspection process explained
☐ Lost property process explained
☐ Damage reporting process explained
☐ Stock storage locations shown
☐ Reorder levels explained
☐ Common cleaning issues disclosed

I. Maintenance & Grounds

☐ Maintenance log reviewed
☐ Known faults disclosed
☐ Preventative maintenance schedule provided
☐ Emergency contractor list provided
☐ Pool/spa routines explained (if applicable)
☐ Fire equipment checks explained
☐ Air-conditioning servicing schedule explained
☐ Pest control schedule explained
☐ Grounds maintenance routine explained

J. Staff & People Management

☐ Staff list provided
☐ Roles and responsibilities explained
☐ Rosters reviewed
☐ Payroll provider explained
☐ Pay cycle explained
☐ Award interpretation clarified
☐ Leave balances disclosed
☐ Motel Training expectations explained
☐ Known staff issues disclosed
☐ Recruitment responsibility clarified
☐ Disciplinary process explained

K. Financial Controls (Manager Responsibility Only)

☐ Daily reconciliation process explained
☐ EFTPOS settlement timing explained
☐ Cash handling limits explained
☐ Expense approval rules clarified
☐ Supplier payment authority clarified
☐ Owner reporting format explained
☐ Budget constraints explained
☐ Cost pressure areas disclosed

L. Suppliers & Contractors

☐ Supplier contact list provided
☐ Preferred suppliers identified
☐ Emergency backups identified
☐ Pricing agreements disclosed
☐ Ordering process explained

M. Compliance & Risk

☐ WHS documents location provided
☐ Incident reporting process explained
☐ Insurance contacts provided
☐ Fire compliance status explained
☐ Pool compliance status explained
☐ Council requirements explained
☐ Privacy obligations explained

N. Emergencies & After-Hours

☐ Emergency contact list provided
☐ After-hours call process explained
☐ Fire evacuation procedures explained
☐ Medical emergency procedures explained
☐ Power outage procedure explained
☐ System outage fallback explained
☐ Owner notification rules clarified

O. Reputation & Guest Risk

☐ Frequent complaint themes disclosed
☐ Problem guest patterns explained
☐ Review response tone explained
☐ Escalation thresholds clarified
☐ Damage recovery process explained
☐ Chargeback handling explained

P. Critical “Unwritten” Knowledge

☐ Rooms that repeatedly fail
☐ Equipment that looks fine but isn’t
☐ Suppliers that need chasing
☐ Staff pressure points
☐ Shortcuts currently taken
☐ Owner sensitivities explained
☐ What not to change quickly
☐ Common mistakes new managers make here

Final Confirmation

☐ I understand what I am responsible for
☐ I know what requires owner approval
☐ I know who to call when things go wrong
☐ I have been shown the problem areas
☐ I am not being judged on undisclosed issues

Learn more about what is involved in Motel Management. Prefer everything in one place; The Essential Guide to Motel Management.