Internal Auditing - Al Ain Rotana Hotel Essay Example | Topics and Well Written Essays - 1000 words

Internal Auditing - Al Ain Rotana Hotel - Essay Example Rotana hotel has managed to counter this risk by putting in place a qualified doorman to receive guests. It has also trained its staff on good interpersonal skills and speed reception. To ensure effective management of addressing of guests feedback, the hotel has to deal with the risk of poor service delivery to impatient customers when handling a complaint as customers differ from each other. Rotana Hotel has formulated a policy on complaint handling that involves all employees receiving complaint handling training, complaints to be addressed by the first individual to handle it, the staff should have knowledge of how to satisfy a complaining guest, a complaint log to be maintained in the front office and the general manager to be informed of all complaints. In regards, to ensuring efficient recruitment, welfare, training and development process of the staff, the risks involved in check-in process without the staff taking proper identifications mostly due to negligence or poor skilled in the check-in process and revealing inside information to outsiders which is dangerous and caused by irresponsibility of the staff. The hospital has managed to sponsor programs of proper selection and recruitment process, staff orientation and performance management so as to have reliable working force to propel the scales of the hotel. The objective of maintaining adequate controls on room occupancy is affected by the risk of double checking in the check-in process where a guest checks in and is not recorded in the system due to default in management. The hospital introduced room control measures that will not enable checking in without full complete of the registration process, guests to be contacted prior to their departure and vacant room accounts to be closed. Discrepancies on rooms to be viewed twice a day and any differences between room occupancy and housekeeping to be addressed. Establishing proper handling of