Streamline Hotel Operations

We Handle Complexity, You Deliver Hospitality

Hospitality is no longer simple—today’s operations are a maze of tasks, systems, and pressure points.

Hands On Hotels empowers hotel owners and managers by taking over the heavy lifting of back-office operations. We handle the complex, time-consuming tasks—so you can stay focused on what truly matters: delivering exceptional guest service and maintaining flawless properties.

We help reinforce your mission. Our expert team steps in where operational stress begins by transforming reactive and crisis-driven management into a calm, confident, and controlled rhythm.

SERVICES

Hands On Solutions For The Hotel Industry

Our range of services cover the core operations of the hotel industry.

Advance Night Audit

Daily Balancing & Verification

Perform line-item level control for each guest folio, verifying posted charges, payments, and advanced deposits for accuracy.
Reconcile Guest Ledgers, Advanced Deposit Ledgers, and Payments Ledger by comparing PMS records with front-office logs.
Ensure all totals match to detect and resolve discrepancies.

Credit Card & Payment Settlement

Validate the unbroken chain of custody from the initial payment to final settlement with the merchant.
Acknowledge this as a high-risk, high-impact area and thoroughly investigate any anomalies or mismatches.
Process and batch out daily credit card settlements, ensuring correct amounts are posted and cleared.

System Updates & Roll-Overs

Confirm the PMS transitions to the next business day accurately, rolling over rates and availability.
Fix any system-related glitches or missed postings discovered during the audit to maintain data integrity.

Nightly Financial Reporting

Produce end-of-day reports summarizing total sales, occupancy, variances, and unusual comps.
Provide customized, highly visual reports for quick consumption by department heads and management.
Highlight anomalies or emerging trends to guide next-day operational decisions.

Next-Day Readiness

Deliver a clean, reconciled set of figures to the morning team for seamless operations.
Document operational issues (e.g., rate overrides, voids) so management can address them proactively.

Loss Prevention Audit

Monthly Forensic PMS Reconciliation

Conduct a detailed, item-by-item review of PMS revenue postings and ledgers.
Verify that daily entries, adjustments, and settlements align with accounting records.
Focus on spotting irregularities (e.g., duplicate postings, unauthorized discounts).

Fraud & Anomaly Detection

Use specialized auditing tools and methods to track suspicious transaction patterns.
Identify high-risk entries, manual overrides, or backdated postings that may signal fraud.
Conduct random spot checks to ensure robust fraud-prevention controls.

Access Controls & System Integrity Checks

Examine PMS user permissions to confirm employees have appropriate access levels.
Investigate any unauthorized account creations or alterations of financial data.
Validate the PMS’s security features to prevent internal tampering or data leaks.

Compliance & Policy Adherence

Assess whether financial procedures (e.g., cash handling, refund policies) align with brand and local regulations.
Ensure documented SOPs are followed in daily operations.
Highlight any areas where a lack of formal policy may expose the hotel to risk.

Recommendations & Confidential Reporting

Prepare an in-depth, confidential audit report summarizing key findings and risk exposures.
Deliver actionable recommendations to enhance controls and close identified gaps.
Provide ongoing guidance to management and stakeholders, reinforcing a culture of accountability.

Revenue & Merchant Verification (PMS to Accounting)

Comprehensive, Multi-Source Transaction Capture

Integrate and reconcile all revenue streams—F&B, laundry, spa services, amusements—into the PMS for a single source of truth.
Cross-verify each department’s daily totals (POS reports, manual logs) to ensure no missed or duplicated transactions.

Unbroken Chain of Payment Oversight

Validate all payment gateways (credit cards, mobile wallets, OTA remittances) under a uniform tracking method.
Collaborate with your accountants or the Hands On Hotels accounting team to confirm batch timings, settlement amounts, and fees.

Bank Account Settlement & Fee Analysis

Ensure funds originating in the PMS arrive in the hotel’s bank account with correct frequency and amounts.
Regularly evaluate merchant fees for potential savings, investigating any overcharges or high processing rates.

High-Integrity Reconciliation & Discrepancy Resolution

Spot and investigate anomalies promptly (e.g., missing postings, incorrect departmental charges).
Document root causes and corrective actions, creating a trusted, auditable financial trail.

Scalability & Efficiency for Limited Staff

Relieve the burden of manual reconciliations by leveraging specialized teams and simplified processes.
Provide ownership confidence and regulatory compliance (e.g., IRS) through consolidated reporting, even with minimal internal resources.

Reconciliations

Travel Agent Commission Reconciliation

Cross-verify OTA and travel agent bookings with commission invoices on a line-by-line basis.
Investigate and address overcharges or disputed payouts, noting any recurring patterns of inaccuracies.

Loyalty Club Data Verification

Confirm loyalty points allocation, redemption, and expiration align with brand standards.
Validate reimbursements from the brand for loyalty rewards used at the property, ensuring no missed credits.

Meeting Broker & Event Billing

Compare event contracts, banquet event orders (BEOs), and final bills for absolute accuracy.
Verify room blocks and additional service charges (A/V, catering) match actual usage and contracted terms.

High-Touch Manual Verification

Employ minimal automation to ensure each transaction is reviewed by highly skilled staff—daily or on a set schedule.
Relieve owners of the monthly burden of manually checking each OTA or agent invoice, mitigating unnoticed billing errors or fraud.
Defend against the recent rise in OTA overbilling and unwarranted charges.

Discrepancy Resolution & Cost Savings

Quickly identify and fix mismatches, documenting root causes and corrective actions.
Avoid high recovery fees (often 30–40%) charged by external OTA reconciliation services.
Provide transparent reports to ownership, reinforcing a trusted financial control framework and maximizing profit retention.

Franchise Invoice Verifications

Immediate Invoice Review

Access brand invoices as soon as they’re generated in the portal.
Spot inaccuracies early, preventing owners from being forced into overpaying.

Line-Item Cross-Check

Verify each charge (e.g., royalties, additional fees) against the property’s reconciled financial reports.
Investigate unexpected line items or unexplained adjustments promptly.

Loyalty Program & Marketing Fees

Confirm loyalty invoice amounts (points, reimbursements) against actual property usage data.
Validate charges for brand marketing campaigns, ensuring fees align with the hotel’s participation or benefit.

Identification of Overbilling & Savings

Raise alerts when costs exceed typical patterns or reference data.
Recover tens of thousands of dollars by proactively challenging overbilling with the franchisor.

Timely Dispute Resolution

Escalate discrepancies quickly, providing supporting documentation.
Minimize penalties and protect cash flow by resolving issues before payment deadlines.

Chargebacks Management

Proactive Fraud Detection

Recognize every dollar lost to chargebacks is a 100% direct hit to profit.
Implement identity verification and card authentication for large or suspicious bookings, reducing exposure.

Timely Documentation & Policy Alignment

Retrieve folios, signed receipts, and guest confirmations from PMS and various portals for strong evidence.
Train staff on extra documentation steps for high-value transactions exceeding a defined threshold.

Specialized Chargeback Expertise

Leverage industry-specific knowledge to handle no-shows, unclear cancellation disputes, and third-party booking issues.
While not every chargeback is winnable, expert handling significantly improves success rates.

Root Cause & Loss Minimization

Identify and correct repeat sources of disputes (e.g., refund issues, billing errors) at the policy or procedural level.
Implement system and staff improvements to reduce recurring chargeback losses.

Training & Ongoing Improvement

Provide front-desk and reservations team training on card acceptance, documentation, and dispute prevention.
Continuously review outcomes and refine strategies for a long-term reduction in chargebacks.

Guest Review Management

Guest Feedback Monitoring

Consolidate guest reviews from Medallia, TripAdvisor, Google, and OTAs in real time.
Spot emerging trends (positive or negative) before they escalate (e.g., repeated housekeeping complaints).

Time-Critical Alerts & Response

Identify urgent issues that may trigger brand penalties if ignored.
Alert management immediately, saving thousands monthly by preventing fines or negative brand impact.

Hands-On Resolution & Collaboration

No automated tools: all interactions are done manually and in close coordination with hotel management.
Devise cost-effective solutions, ensuring each communication is approved by the hotel and thoroughly documented.

Performance Reporting & Trend Analysis

Produce weekly or monthly reports detailing average review scores (e.g., NPS) and key pain points.
Track resolution times and outcomes, illustrating the financial impact of timely responses.

Continuous Improvement Loop

Partner with operations to implement training, SOP updates, or facility upgrades based on feedback.
Revisit resolved issues to confirm long-term guest satisfaction has improved.

Billing for Agencies (CLC, GOV, Corporate)

High-Volume Contract Compliance

Handle large-scale receivable billing for significant corporate, government, or CLC agreements.
Verify negotiated rates and usage meticulously to prevent unpaid invoices or lost revenue.

Accurate & Timely Invoicing

Prepare and submit invoices through each agency’s platform with minimal errors.
Implement consistent billing schedules, especially crucial when staff turnover leads to neglected tasks.

Rigorous Payment Follow-Ups

Enforce strict collection policies in coordination with ownership, ensuring outstanding invoices don’t accumulate.
Send timely reminders and initiate systematic follow-up to reduce delinquency.

Dispute Resolution & Coordination

Investigate no-shows, late cancellations, or other disputed charges with full documentation.
Liaise between agencies and hotel management, ensuring swift resolutions and stable cash flow.

Reporting & Receivables Insights

Generate monthly statements detailing revenue from each agency, highlighting any under-collections.
Provide actionable insights to avoid repeated billing errors and bolster the hotel’s bottom line.

Hands On Revenue Management

Frequent Forecasting & Goal Alignment

Conduct multiple forecast updates daily, analyzing real-time occupancy and market data.
Collaborate closely with owners to tailor strategies matching their property’s objectives, not a one-size-fits-all model.

Hands-On, Personalized Rate Strategy

Avoid automated, generic rate suggestions—rely on specialists with local market and brand knowledge.
Make live, data-driven rate changes reflecting immediate demand and the hotel’s specific positioning.

Deep Competitor & Market Insights

Continuously monitor comp-set pricing, promotions, and local events using human expertise.
Identify market gaps quickly, responding in sync with ownership’s priorities for ADR, occupancy, or RevPAR.

Selective Channel Management

Allocate inventory across OTAs, GDS, and direct bookings with careful oversight, factoring in commission costs and brand representation.
Keep open communication with ownership to adjust channel usage based on performance and ROI.

Continuous Evaluation & Collaboration

Maintain a direct communication line with hotel management for immediate input on events or pricing shifts.
Provide ongoing performance updates—RevPAR, ADR, occupancy—allowing ownership to guide and refine revenue tactics in near real time.

Hands On Hotel Sales

Dedicated Sales Team Deployment

Assign a specialized sales team for each property or ownership group, never shared across unrelated hotels.
Focus on driving profitability through each hotel’s unique market position and brand identity.

High-Conversion Lead Management

Capture group, corporate, and event leads with an emphasis on maximizing conversions and minimizing reliance on high-commission channels.
Use a structured CRM or lead funnel for regular follow-ups and to ensure no profitable opportunity is lost.

Brand & Property-Specific Training

Train sales personnel on brand standards, amenities, and local market nuances.
Continuously update the team on property improvements and new packages to stay competitive.

Tailored Proposals & Profit Protection

Craft customized proposals highlighting the property’s strengths—meeting spaces, unique F&B offerings, local partnerships.
Negotiate terms that protect margin, reducing or avoiding unnecessary commissions whenever possible.

Performance Monitoring & ROI Measurement

Track closed business vs. leads, focusing on profit-centric metrics (e.g., ADR, revenue per event).
Refine sales strategies with ownership input, considering seasonality, competitor moves, and overall financial goals.

Accounting & Bookkeeping

US Standards & Expert Accountants

Employ in-house accountants trained in US GAAP and hospitality-specific standards.
Ensure accurate classification of revenue streams, expenses, and liabilities, delivering reliable daily and monthly reporting.

Full-Service Bookkeeping

Manage every step from data entry to ledger reconciliation, eliminating gaps in financial records.
Provide detailed revenue reporting synced with hotel operations, keeping owners and managers informed.

CPA Collaboration & Final Statements

Work seamlessly with your CPA or utilize CPAs on our team to finalize P&Ls, balance sheets, and other statements.
Prepare bank-ready and tax-ready documentation, ensuring compliance and clarity.

Multiple Verification Levels

Employ a multi-layer review process for every transaction, supported by proper documentation.
Reduce errors, maintain audit readiness, and build stakeholder trust in your financials.

360-Degree Financial Commitment

Offer a comprehensive solution—from day-to-day bookkeeping to year-end tax coordination.
Save owners time, reduce CPA headaches, and keep property financials transparent, organized, and audit-ready.

Monthly Sales & Occupancy Tax File Preparation

Data Collection & Verification

Gather monthly revenue from PMS, POS, and reservation systems, recognizing this high-exposure areademands extra vigilance.
Cross-check taxable vs. non-taxable transactions (e.g., exempt government bookings).

Calculation & Preparation

Apply correct sales and occupancy tax rates for each jurisdiction.
Break down taxes by room type or package components if required by local regulations.

Compliance with Local & State Regulations

Keep pace with changing tax rates and filing deadlines.
Align record-keeping to meet all statutory requirements and avoid penalties.

Timely Filing & Payment

File monthly or quarterly returns promptly to sidestep fines and interest.
Schedule electronic payments to ensure the correct allocation of funds.

Daily Backup & Comprehensive Record-Keeping

Back up all relevant tax data daily, sparing owners from last-minute document hunts.
Maintain meticulous logs of filed returns, payments, and supporting documents—ready for immediate audits or inquiries.
Offer owners peace of mind and reinforce Hands On Hotels’ commitment to a seamless, stress-free experience.

WHY CHOOSE US

Unlock Seamless Hotel Management With Reliable Expertise

Freeing Owners & GMs For True Hospitality

A Boutique Firm Focused On Quality Over Quantity

Strategic Resource Realignment

Reliance On Verified Processes, Not Unchecked Automation

Deep Hotel Accounting &
Auditing Expertise

From Crisis To Confident Control

Contact Us

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