Working papers we leave with the front office

Each booking application we review gets a short working paper: what was promised, what we recast, what we could not see, and the exception if there is one. The batch summary is built from those papers, not written first and fitted afterwards.

We keep the language plain. ‘Deposit RM300 taken, not on folio’ is more useful than ‘control weakness in prepayment capture.’ The cashier who has to reopen the stay should be able to read the line without a glossary.

Copies of our papers stay with the client. Our own archive follows the retention clause in the engagement letter. We do not keep guest identity copies or clinic notes longer than that clause allows.

A closing meeting in Seremban or online walks through the highest-value exceptions. We would rather argue a date in the room, with the diary open, than surprise a manager in a PDF they read after the night audit.

Discuss a batch of applications