Operations Manual

Operations
Manual
Of The
McGrady Inn
803 6th
Charleston, Illinois 61920

(217) 348-8259
reservations@mcgradyinn.com
Table of Contents
PURPOSE OF THE MANUAL.....................................................................................................................4
COMPANY OVERVIEW..............................................................................................................................4
History..............................................................................................................................................................4
Mission Statement............................................................................................................................................7
Vision Statement...............................................................................................................................................7
POLICIES.......................................................................................................................................................8
EMPLOYEE....................................................................................................................................................8
Attendance..............................................................................................................................................8
Dress Code..............................................................................................................................................8
Open Door Policy...................................................................................................................................8
Personal Property...................................................................................................................................9
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Recording Time Worked.........................................................................................................................9
Safety and Security.................................................................................................................................9
GUEST.........................................................................................................................................................10
Breakfast...............................................................................................................................................10
Children................................................................................................................................................10
Check-In Time.......................................................................................................................................10
Check-Out Time....................................................................................................................................11
Items Left Behind..................................................................................................................................11
Lost Keys...............................................................................................................................................11
Not Permitted:......................................................................................................................................11
Alcoholic Beverages and Smoking.................................................................................................................11
Candles...........................................................................................................................................................11
Pets.................................................................................................................................................................12
Parking.................................................................................................................................................12
Quiet Hours..........................................................................................................................................12
Recreation Center Pass........................................................................................................................13
Reservations..........................................................................................................................................13
ACCOMMODATIONS ...............................................................................................................................13
ROOM TYPES..............................................................................................................................................14
Sanctuary Level....................................................................................................................................14
Balcony Level........................................................................................................................................14
Choir Loft..............................................................................................................................................14
ROOM RATES..............................................................................................................................................15
Discounts.............................................................................................................................................16
PROCEDURES.............................................................................................................................................16
CLEANING...................................................................................................................................................16
Supplies.................................................................................................................................................16
Common Area:......................................................................................................................................20
Rooms:..................................................................................................................................................25
LAUNDRY...................................................................................................................................................32
OFFICE........................................................................................................................................................33
Check-In................................................................................................................................................33
Check-Out.............................................................................................................................................34
Computer:.............................................................................................................................................35
Documents......................................................................................................................................................35
Electronic Mail..............................................................................................................................................35
Mail:.....................................................................................................................................................35
Shipping.........................................................................................................................................................35
Receiving.......................................................................................................................................................36
Reservations:........................................................................................................................................36
How to Create................................................................................................................................................36
Billing/Payment.............................................................................................................................................36
Room Assignments................................................................................................................................38
Supplies.................................................................................................................................................38
Telephone .............................................................................................................................................39
ROUTINE TASKS.........................................................................................................................................39
Daily:....................................................................................................................................................39
Opening Procedures......................................................................................................................................39
Closing Procedures.......................................................................................................................................40
Weekly...................................................................................................................................................40
Monthly.................................................................................................................................................41
Biyearly ................................................................................................................................................41
APPENDIX 2: RESERVATION FORM ...........................................................................................................45
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APPENDIX 6: BILLING FOR MULTIPLE ROOMS...........................................................................................48
Purpose of the Manual
This Operations Manual establishes policies, procedures, and standard practices
that required to be followed by all employees as a condition of their employment at the
McGrady Inn. This document allows for all workers to learn how to best handle
situations and simple duties they may encounter.
The McGrady Inn offers an employee-friendly environment, in which goal-
oriented individuals thrive, while providing customers with quality service. These
policies, procedures and working conditions provide a work environment in which both
customer interests and employee-interests are served.
Please review the policies, procedures, and working conditions described in this
handbook. You will be asked to affirm that you have read, understand, agree to abide by,
and acknowledge your receipt of this operations manual.
Company Overview
History
† February 1, 1861:
o Abraham Lincoln departs from the home of Augustus Chapman, located
on Jackson Avenue, between 4th and 5th streets in Charleston, to return to
Springfield. This was his last visit to Coles County.
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† September, 1899:
o Classes begin at Eastern Illinois University's Old Main.
† July 21, 1912:
o In Charleston, the Church of the United Brethren in Christ is organized
with 29 members. Although the church history indicates the name of the
church as United Brethren, note the post card below shows the early
spelling of the church name as "United Brethern". If you look closely at
the cornerstone, you can see the spelling was changed from "Brethern" to
"Brethren".
† May 12, 1919:
o Mother's Day is observed at the 10:45 A.M. service with Pastor W.O.
Stonebraker. Sunday School meets at 9:30 A.M., Senior Endeavor is held
at 7 P.M. followed by the Evangelistic worship at 8 P.M.
† October, 1921:
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o Dedication of the church, which is now the McGrady Inn. Over $11,000 in
funds was raised to erect the building and a $4,000 mortgage was obtained
by the congregation which had grown to 146 members. The maple floors
were obtained from the Fuller Brothers Lumber and Coal Yard on 6th
Street in Charleston.
† † July, 1945:
o Mortgage burning ceremony in the sanctuary.
† July, 1968:
o The United Brethren in Christ Church becomes the Otterbein United
Methodist Church after the merger of the Methodist and United Brethren
conferences.
† August 20, 1978:
o The Otterbein United Methodist Church relocates to a new building at
2175 East Harrison Avenue in Charleston.
† April, 2005:
o Renovation of the McGrady Inn begins.
† September, 2008:
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o The McGrady Inn opens!!!!
Mission Statement
Our mission is to maintain our property with very high standards of cleanliness,
while being devoted to outstanding personalized service surpassing guest expectation.
Vision Statement
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We strive to be the preferred hotel, committed to satisfying each guest with a
friendly, comfortable atmosphere. Our vision is to provide a unique, wonderful stay to
guests by focusing on creating the cleanest, most enjoyable lodging in Charleston.
Policies
Employee
Attendance
Excellent attendance is an expectation of all employees at the McGrady Inn.
Employees are responsible for finishing the work that needs to be done in a timely matter.
Scheduling is usually determined by the vacancy and duties along with the employee’s
personal schedule. Time off may be available to employees for reasons such as school,
personal illness, doctor appointments, etc. Just remember that honesty is the best policy!
Dress Code
Business Casual is only recommended when meeting with special guests or
banquets. While cleaning, casual dress is more appropriate. It is better to wear things that
you won’t mind getting ruined, seeing as you will be dealing with cleaning chemicals
most of the time.
Open Door Policy
The McGrady Inn has adopted an Open Door Policy for all employees. This
means that the owner/manager's door is open to every employee at any time. Whether it is
a problem, complaint, suggestion, or an observation, employees are encouraged and have
the responsibility to address a supervisor. The purpose of this policy is to promote open
communication, feedback, and discussion about any matter of importance to an
employee.
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The McGrady Inn values the talents and abilities of our employees and seeks to
encourage an open, cooperative, and energetic environment in which employees can
thrive. Also, by listening to our employees, we will be able to address complaints and
support the reasoning behind our practices, processes, and decisions.
Personal Property
To look professional, it is better that employee’s personal property is stored in
either the down or upstairs supply closets. There are hooks or shelves for
coats/purses/etc. You may bring things in the rooms with you while you are cleaning, but
only if they do not distract you from doing your job!
Recording Time Worked
Employees are responsible for recording their own hours worked. It is easiest if a
notebook is kept at the inn or in your car to record hours appropriately. If left at the inn,
please keep upstairs in the supply closet to keep things clear of clutter. After recording
and totaling hours, the time sheet is given to Mr. McGrady. He will then write you a
personal check for your compensation. Your time sheet should include:
Date: Time of Arrival - Time of Departure = Amount of Time Worked
Then add all of the amounts together for the Total of Time Worked
Safety and Security
Feel free to lock the doors when you feel necessary for your safety. However,
keep in mind that the front door must be open if any guests are expected. Also know
where Mr. McGrady is, so you don’t lock him out. If you are the last one to leave at night
and no one is coming back till the morning, make sure to lock the side and the front door;
deadbolts and handle locks.
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A spare key for the front door is kept to the right of the door in the outlet
container. Make sure to ALWAYS keep that key there so that it will not get lost, and no
one will get locked out!!!
Guest
These policies are more used as guidelines for our guests. Mr. McGrady may
choose to be lenient with most of them in some situations. Always double check with him
when any of them should be enforced.
Breakfast
A continental breakfast is served between 7:15 A.M. and 10 A.M. usually
containing coffee, tea, fruit, cereal, oatmeal, granola bars, muffins or strawberry bread.
We can accommodate early or late breakfasts with proper notice and available staff.
Children
Children are welcome at the McGrady Inn; however, if they are under the age of
12 they are not permitted on the balcony level. Due to the historic nature of our building
and our stained glass windows, children under the age of 12 must be supervised at all
times. Adults will be responsible for any damages to the property done by their children.
Regardless of age, children are charged an applicable “Additional Person in Room”
Rate.
Check-In Time
3 P.M. to 6 P.M. However we can usually accommodate any Check-In time. For
arrivals besides the normal hours, we request a cell phone number from the guest, at the
time of reservation, so we can coordinate the arrival.
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Check-Out Time
11:00 A.M. The guest may be awarded a late Check-Out depending on
availability. The guests will need to ask ahead of time in order to see if it is possible to
accommodate.
Items Left Behind
If an item is found, we will package it up and bring it to the Post Office as quickly
as possible. Before sending the package, we need to get the permission of the guest to
return the item and charge the postage and handling fee to their credit card. We charge
the price of the postage plus $5 for packaging and taking it to the Post Office. Also, the
guest decides what shipping method they would like used (ex. Overnight). Items left for
more than 30 days will be discarded.
Lost Keys
If keys are not returned at Check-Out, there will be a $20 charge to the guest for
replacement. Contact guest immediately and inform of the fee that will be charged to
their card that is on the reservation. If they say they will overnight the key back, we may
be able to make an exception. Always ask Mr. McGrady first in these situations!
Not Permitted:
Alcoholic Beverages and Smoking
Neither alcoholic beverages nor smoking are permitted at the Inn or on its
grounds. This is for the safety and preservation of the McGrady Inn and violators
will be asked to immediately depart from the premises, with no refund. In
addition, a special cleaning charge may be imposed.
Candles
No candles are permitted at any time in our Inn!
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Pets
We cannot accept pets on the property; however, we will be glad to
recommend boarding options.
Parking
Guests will pretty much always be told to park in the front drive way or on the
street. However, if needed, there is garage parking on the lower level of the building for
four vehicles. If the guest’s vehicle size permits parking in our garage, we will park the
vehicle and retrieve it. We reserve the right to determine where the guest’s vehicle will
be parked during their stay. Below is a diagram of the basement level parking garage:
Quiet Hours
Guests must be respectful of others and follow the Quite Hour time frame of 10
P.M. to 6 A.M.
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Recreation Center Pass
Guest Passes to the Eastern Illinois University Recreation Center are available for
$5. Arrangements for a pass must be made when making reservations. Hours of
operation are available at the campus recreation website. (http://www.eiu.edu/~crecsrc/)
Reservations
All reservations must be confirmed with a credit card. We accept Visa, Discover
and MasterCard. Make the guests aware that their credit card will not be charged until
after their stay, usually the day of Check Out.
Cancellation Policy
We ask that guests try to give us at least 24 hours notice of cancellation
prior to their arrival. Depending on availability and guest situations, Mr.
McGrady will decide if a late cancellation guest will be charged.
Accommodations
This Inn honors its heritage with original maple wood floors, intricate oak
woodwork, ninety year-old stained glass windows, nineteenth century church pews and a
nine-panel stained glass window at the center of the 23-foot sanctuary ceilings. At the
McGrady Inn, guests are surrounded by the results of a three-year restoration matching
the original craftsmanship.
Being located centrally among Charleston, we are just a short walk from the
campus of Eastern Illinois University and Charleston’s courthouse square containing
shops and restaurants guests can enjoy. The large front porch also has a table that seats
four placed under a large maple tree allowing guests to enjoy a nice day in peace.
This historic building requires stair access to ALL guest rooms; therefore there is
NO HANDICAP ACCESS available. Rooms on the sanctuary level do have the fewest
stairs since they are on the lower level. Employees should show guests the side entry
(back/garage staircase) if someone is in need of a sturdier staircase than the front
entrance.
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Room Types
Each room offers modern amenities such as flat screen televisions, cable, wireless
internet and spacious private bathrooms. All rooms also contain a comfort-top queen bed,
a desk and dresser, alarm clock, hair dryer, communal iron and ironing board.
Sanctuary Level
The Sanctuary Level is the first floor of the Inn. Rooms 1 and 2 are the two rooms
available on this first level; the third room on this level is the lower part of the Choir Loft
room. These rooms are recommended to elderly or handicap guests, since there are fewer
stairs required to travel then the Balcony Level rooms. A 26" x 72" cot is available only
in the Sanctuary Level rooms. The thermostat is located in the eastern room (Room # 2)
that controls the temperatures in all Sanctuary Level rooms.
Balcony Level
The Balcony Level is the second, highest level of the Inn. Rooms 3 and 4 are
located on this level along with the top part of the Choir Loft. The bathrooms in the two
balcony rooms are larger than the sanctuary rooms and have counter space available
instead of small table. These rooms are also big enough to allow for a 31" x 72" rollaway
bed to be available. Once again, the thermostat is located in the eastern room (Room # 4)
that controls the temperature in all balcony levels.
Choir Loft
The Choir Loft, Room 5, is a two-story loft bedroom located on both the
Sanctuary and Balcony Levels. The
Sanctuary Level room is the sitting
area of the Choir Loft, which has a
leather queen sleeper couch and a
32” LCD television. The only way
to access the top loft area inside
this room is by a ladder. Guests
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may choose to use the lobby staircases to transfer between the rooms if desired. Because
of the ladder in this room, children on the top level must be supervised at all times
considering the dangerous fall.
The Balcony Level of the Choir Loft is where the queen bed and bathroom are
located. To the right is a picture of
the Choir Loft’s large private bath
that contains a 1922 Kohler claw
foot bathtub, and a brick walled
shower with body jets. You are
allowed to overstock this room,
seeing as it accommodates four
people easily.
Room Rates
All room rates are quoted at double occupancy (for two people). They do not
include tax and are subject to change. Weekday rates are charged Sunday – Thursday and
Weekend rates are charged Friday and Saturday nights.
Balcony and Sanctuary
Weekdays - $85 Weekends - $95
Choir Loft
Weekdays - $105 Weekends - $125
“Additional Person in Room” Rates
Sanctuary level: $6
Balcony level: $9
Choir loft: $14
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Discounts
There are NO discounts available to guests at the Mcgrady Inn. The only type of
price reduction we can offer is not charging the guest the city of Charleston tax.
However, this can only be done if the guest is a business owner, if he/she is not, we must
charge them both state and city taxes. The reservation forms are set up to allow this
function.
Procedures
Cleaning
The MOST important thing to remember while cleaning is to always go from top
to bottom!! This way you don’t find yourself wasting time and energy re-cleaning
surfaces.
Supplies
NO BLEACH CLEANERS!!! Make sure that all of the cleaning products you use
contain ZERO bleach. There is bleach cleaning products in the supply closet, so make
sure you do NOT use them!!! This is to protect your clothing and all of the linens we
have at the Inn!
Below is a list and description of all the supplies you will use while working. The
objects that are in bold font are the things you will need to bring into the bedrooms with
you for cleaning. It is easier to put them all in a bucket.
All Purpose Cleaner
Found in upstairs supply closet, on the shelves. Remember NO bleach!
This cleaner will be used on toilets, bath/showers, sinks, and floors.
Anti-bacterial Hand Soap
Found in upstairs supply closet, on the shelves. Anytime you are
downstairs with this, check the kitchen and common area soap dispensers and see if they
need to be refilled.
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Broom/Dust Pan
The broom is red and black and the set is stored in the downstairs supply
closet. It is obviously used to sweep anything needed to be picked up. Usually it’s used
for the kitchen floor and the Atrium.
Bucket
Found in upstairs supply closet, on the floor, there should be two clear,
plastic buckets. These are used for cleaning the showers/bathtubs and mopping the floors.
Make sure you keep them well rinsed and clean.
Electronic Vacuum
Located in the downstairs supply closet, this is used only for heavy duty
messes.
Garbage Bags
These are the Walmart and County Market shopping bags kept under the
kitchen sink in the ice cream tub and aluminum tin. It might help to store a hand full
upstairs in the supply closet. Anytime a cleaning procedure calls for you to “empty the
garbage” take the full trash bag out of the small garbage can and throw it in the big
garbage can in the kitchen. Then you put an empty shopping bag in the small can.
Leather Cleaner
You will use this around two or three times a year on some of the leather
furniture to polish it up nicely; maybe more if someone spills or it looks dirty. Use a
small amount with a lightly damp rag and wipe every leather surface of the couch or
chairs.
Lint Roller
This is stored on the selves in the bathroom of the common area. You will
use this over all the linens to pick up hair and lint, which will make them look flawless.
Also, if a cleaning procedure asks for the floor to be “lint rolled” this means to take the
Lint Roller and roll it over every inch of the floor. The sticky paper will pick up
everything missed which is a perfect final step. Always make sure you use clean lint
sheets on all the linens! You do not want to transfer hair!
Mop
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The regular mop is yellow and has a green pull-strainer. It is located with
the others in the upstairs supply closet. This mop is used for the kitchen or common area
bathroom floors. The guest bathroom floors are to be hand wiped for sanitary reasons.
And NEVER use this mop on the wood floor!!!
Murphy Oil
The Murphy’s Oil is located with the other cleaning supplies in the
upstairs supply closet on the shelves. This is used when wooden furniture needs to be
polished or the wood floors need to be washed. This oil is very strong and can do a huge
job with just a little amount, so just use a little bit in a bucket of warm water.
Needle and Thread
Both these objects are located in the upstairs supply closet, on the top shelf
right next to the wall. Use this to replace any buttons that may have fallen off the duvet
covers or any other sewing you may come across.
Paper Towels
Should be kept in the upstairs supply closet, on the high self where the
extra blankets are stored. Use these to clean mirrors and toilets.
Rag
Rags are kept in the upstairs supply closet folded on the shelf. They are
red or blue and have a mesh fabric on one side for scrubbing and cloth on the other side.
This is why these are mainly used for cleaning the bathroom floors or scrubbing down
something tough. When dirty, put them in the bag on the side of the washer in laundry
room to wash; do not clean more than 3 floors before washing. You can’t clean surfaces
with dirty rags!
Silent Vacuum
The Silent Vacuum is black and gray and is kept in the downstairs supply
closet. This is exactly like the vacuums you see used in the movie theaters to pick up
popcorn. At the Inn, it is mainly used to clean the area rugs on the Sanctuary Level.
Sponge
The sponges are located in the upstairs closet, in the plastic wicker basket.
They are a whitish, cream color and have a cloth side and a mesh side like the rags. These
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are used to clean showers, bathtubs, and sinks. Wash them often so that bacteria do not
accumulate! When dirty they are stored and washed with the rags.
Shag Mop
The Shag Mop is with the other mops in the upstairs supply closet. It has a
white and silver handle and a light blue and white shaggy attachment. This mop is used
for catching cobwebs on the tall ceilings but also is to be used to wash the wood floors
monthly.
Swifter Duster
This duster you will use on every single object in the Inn. It is held in the
upstairs supply closet on the shelves and so is the box of replacement dusters. To replace,
just slip the light blue duster off the dark blue wand, and take and new duster and slip the
two prongs of the wand in the two pockets on the back of the duster.
Swift Mop and Covers
The Swift Mop is yellow and green with a foam bottom. It is kept in the
upstairs supply closet along with its covers, which are held in the metal tin on the top
closet shelf by the blankets. This mop requires NO WATER and practice to get the hang
of using it. Always go in the direction of the wood panels and swing around catching all
dust. If the cloth slip has too much dust on it, it will not pick up more. To avoid this, pick
spots to pile the dust while you’re cleaning. To get the dust off lift, spin, and wipe with
hand right above the floor.
Toilet Bowl Cleaner
The works, this is located with the other cleaning supplies in the upstairs
supply closet on the shelves. The only thing you will ever use this for is to clean the toilet
bowls. Squirt it around the top of the bowls, right under the brim. Always use the toilet
brush wands that are in each room when cleaning the toilet bowls.
Towel
There are a few dingy, towels that are stored and washed with the rags.
These work great drying the shower and sink surfaces, and faucets if they are dry enough.
T-Shirt
The T-Shirts and Sleeves of T-Shirts that are kept in the supply closet,
with the rags and towels, are used to dry or clean things. When dry, they are best used to
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dry or polish the silver fixtures in bathrooms (faucets, towel racks, toilet paper roll
holders, etc.). They also can be used to clean mirrors if you run out of paper towels, but
only work well if clean and dry. Once wet, they may be used as a rag to clean the floor.
Vacuum
The little red and black dirt devil is the main vacuum used when cleaning
bathroom floors. It is kept in the upstairs supply closet on the bottom shelf. It is important
to make sure you change the bag when it is full, which are also kept in this closet. Also
when the vacuum is turned off, dirt and hair easily falls out of the opening, try to turn the
vacuum upside down, when not being used, to avoid dropping dirt.
Windex
Windex, or glass cleaner, is always used when cleaning windows and
mirrors. It is located with the other cleaning supplies in the upstairs supply closet on the
shelves. When cleaning these surfaces only use this product along with Paper Towels, T-
Shirts, or Newspapers.
Common Area:
Below are the different areas included in the common area. All of these rooms are
listed in the order that they should be cleaned. When cleaning the common area it is best
to go in this order while following the top to bottom rule!
Bathroom
1. Dust fixtures (Pictures, Lights, Windowsill, Toilet Paper Roll Holder,
and Washer/Dryer) and clean shelves that hold the extra supplies.
2. Vacuum every inch of the floor!
a. Hair gets pushed around while moving; is sure you look very
hard whenever you are vacuuming floors!! The best way is to
go up and down all of the rows of tiles covering everyone.
3. Next with Windex and Paper Towels, clean the mirror above the sink
4. Clean light switches with all purpose cleaner and paper towel or rag.
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5. Next spray every part of toilet with All Purpose Cleaner and wipe
clean with Paper Towels. Throw them in the trash not the toilet!
a. When cleaning toilets ALWAYS use disposable towels or
paper. (Paper towels, Toilet Paper)
6. Squirt Toilet Bowl Cleaner around inside bowl and clean with toilet
scrub brush.
a. Flush 2-3 Times until water is clear
b. Fold the end of Toilet Paper into an triangle
7. Wash Hands & Refill Anti-Bacterial Hand Soap Dispenser
8. Take Sponge and All Purpose Cleaner and spray and clean sinks:
a. Remove items off them
b. Spray Faucet and sink bowl with All Purpose Cleaner
c. Run hot water and wash sink with sponge.
i. Top to bottom method! (Behind faucet first cleaning
towards you, soaking sponge continuously.
9. Empty Garbage if Needed
10. Take a rag/towel/t-shirt to dry sink faucet and surface
a. Drying the sinks takes away water spots, and picks up any left
behind dirt then adds a sparkly finish.
b. Only use a clean rag to dry the sinks, this keeps things sanitary!
11. After the sinks are done, that rag can be used to clean the floor
a. Spray All Purpose Cleaner all over floor and wipe up with rag.
b. Covering every inch will ensure sanitary, clean finish
12. Look around and make any last adjustments
13. Roll the Lint Roller all over the Floor
a. This picks up any hair, dirt, dust, etc. that may have been
missed.
Kitchen
1. With a damp, clean rag wipe down everything from top to bottom
(Fridge, Stove, Windowsill, Counter and everything on it)
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2. Dry everything that was washed with a dry Rag/Paper Towel to avoid
water spots- especially the granite countertop
3. Wipe the stools off and remove from kitchen
4. Sweep entire kitchen floor and then lint roll it
5. Fill a bucket ½ up with warm water and about 1/4 cup of All Purpose
Cleaner, then mop the floor starting from the back right corner (where
the stools go) pulling dirt outwards, towards the wood floors, but never
touching!! The chemicals are not good for the wood!
a. Turn mop upside down and use dark green end to scrub sticky,
tough spots
6. Let floor dry before putting the stools back in place
Garbage/Recycling
When the garbage can (short, fat one) is full, tie the bag and take
down the side stairs to the garage and go in first room on the left; set the bag on ground to
the right. Let Mr. McGrady know as soon as possible, that you put garbage down there.
When the recycling can (tall, skinny, one) is full take 2-3 plastic
bags from the tin under the sink and fill them up with everything in the can. Then double
tie the bags and put them on the side stairs that lead to the garage and let Mr. McGrady
know.
Lobby
There are a few different sections of the Common Area that are considered
part of the Lobby. Below are these sections in the order in which they should be cleaned
along with the procedures to do so.
Office
1. Swifter Dust every object (Lights, Pictures, Computers,
Windowsills, Tables, Desks, Chairs, Railings, etc.)
a. Remember that dust falls, so anything you dust will
drop dust right beneath it. This is why you should
always clean things from top to bottom, literally!
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2. Empty the Garbage under the desk and fill the Dixie cup on the
smaller desk with cough drops.
3. Swift the floor starting from beneath the day bed pushing all
the dust towards the stairs
4. After the office is completely clean, while on the balcony level
on the other side of the main desk, take a swifter duster and
slide through each pole on the railing pulling the dust out onto
the balcony, off of the office level. This brings you to the next
area, the balcony.
Balcony
1. When cleaning the balcony, start at the tallest part of the level,
where the T.V. and the leather couch is.
2. Swifter Dust everything (Fans, Lights, Pictures, T.V., Desks,
Chairs, Railings, Windowsills, etc.)
3. Refold blankets on couch and fluff pillows to look presentable
4. Walk all over balcony levels, using the Swift Mop to push the
dust onto levels directly below the level that you are on
5. Push all of the dust onto the stairwells to clean next
Stairs
1. Start off dusting the railings and between the polls, since these
fixtures are above the steps
2. Then with the swifter duster start dusting at the top of the steps,
either pushing dust behind/under the steps or further down
steps.
3. Double look over all stair wells making sure that the dust is all
pushed to the bottom Sanctuary Level
Sanctuary
1. Dust every item in the room starting with everything on the walls
(Windowsills, Thermostats, Light Switches, Pictures, etc.)
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2. Then dust and clean all furniture (Fireplace, Table, Chairs,
Bookshelves, etc.)
a. Dining Room Table:
i. Wash Table cloth if needed, if not lint roll so that it
is clean and make sure everything is placed nicely
3. To clean the floor, start from beneath the stairwell between the
kitchen and bathroom
4. Use the Swift Mop on every wood panel of the floor in the
direction displayed in the diagram below of the Sanctuary Level
5. Push all the dust onto the atrium level to be cleaned next
Atrium
1. Swifter dust all walls (Lights, Windowsills, Pictures, Light
Switches, Tables, Chairs, etc.)
2. Sweep entire floor from one side to the other
3. Silent Vacuum both carpets for the finishing touch.
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←
←
←
←
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←Atrium

Rooms:
Use the Room Preparation Checklist (Appendix 1) to guide you through getting
the rooms ready for our guests. Below is a detailed walk through on how the rooms are
properly cleaned.
Before starting the below cleaning procedures, first gather used linens: sheets,
pillow cases, blankets, towels, etc. and put in the laundry room and start a cycle (Do NOT
put pillows on floor, put on desk or dresser, and keep paired so you know which ones go
together- 2 bigger and 2 smaller). Always have laundry going while cleaning to keep
things running smoothly! First, try to wash things that need to be air dried, since they take
longer to dry. Also, grab all of the shampoo and body wash bottles and bring them into
the laundry room to refill.
Bathroom
1. Take the Rug next to the shower and shake for a minute or two
over floor, then fold nicely in half and put on the floor in bedroom
a. It might wrinkle if not laid wrinkle free
2. Swift dust all fixtures (Picture Frames, Windowsills, Light
Switches, Light Bulbs, Hairdryer, Toilet Paper Roll Holder, etc.)
a. Make sure the Hair Dryer is properly hung and the cord is
wrapped up
3. Vacuum over every single floor tile, picking up every possible
piece of hair and dust.
a. The dark green spots on the tiles hide pieces of hair
sometimes, that’s why it is important to cover EVERY
surface of the floor with the vacuum
b. Look at the tile rows and watch which rows the vacuum
covers, then go back and forth overlapping the row of tiles
the vacuum just went over
c. If a guest sees one hair on the floor, they do not think the
room was properly clean, let’s not give them that
impression!!!
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4. To clean the shower, spray the walls and the inside of shower
curtain with the All Purpose Cleaner
a. Turn on shower head and face to spray onto the curtain
rinsing it with the hottest water available
b. Continuously move the curtain to rinse all of the cleaner off
along with any hair that may be stuck
c. When finished rinsing the shower curtain, turn the bath
faucet back on and aim the shower head back in the normal
direction!
d. In the bath, fill the empty bucket with clean, hot water
e. Take the sponge and use the bucket of water to rinse the
shower, by continuously soaking the sponge and wiping the
surface of the shower and bathtub walls.
i. It’s best to start with the front face, edge of the tub,
where the shower curtain lies. Then push curtain all
the way to the right to get it out of the way.
ii. Next, start at the top of the right side of the shower
walls. Remember to keep soaking the sponge so that
water drips down the wall and rinses while you’re
wiping back and forth the section of the wall. Using
this motion you should be wiping the water that
drips from the sponge as you go back and forth,
moving down the wall to the bath tub.
iii. Make your way across all walls, while wiping the
tub below the spots you rinsed moving the shower
curtain as you go.
f. Pour the bucket of access water around the tub to rinse off
any spots missed.
5. Spray down EVERY part of the toilet and wipe clean with Paper
Towels and All Purpose Cleaner. Don’t forget behind it and the
base.
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a. Remember, to ALWAYS use disposable towels or paper
(Paper towels, Toilet Paper) for cleaning toilets!
b. Through Paper Towels away in the trash, NOT in the
toilet!!!!!
6. Squirt toilet bowl cleaner around inside bowl and clean with toilet
scrub brush.
a. Flush 2-3 Times until water is clear
b. Fold the end of Toilet Paper into an triangle
7. Wash Hands & Refill Hand Soap
8. Clean the mirror with Paper Towel and Windex, then wipe out
cabinet with that used Paper Towel
9. Take Sponge and All-Purpose Cleaner and spray and clean the
sink:
a. First remove items off to completely clean
b. Spray Faucet and sink bowl with cleaner
c. Run hot water and wash sink with sponge.
i. Top to bottom method! (Behind faucet first cleaning
towards you, soaking sponge continuously so water
drips and rinse while you wipe.
d. Make sure underneath the sink and its sides are also clean
and dust free
10. Clean light switches with All Purpose Cleaner and Paper Towel or
Rag.
11. Empty Garbage
a. Put bag in the bedroom garbage bin since that will need to
be emptied anyways.
12. Take a Rag/Towel/T-Shirt to dry sink faucet and surface
a. Drying the sinks takes away water spots, picks up any left
behind dirt and adds a sparkly finish.
13. Take that same rag and dry the walls of the shower and the faucet
to avoid noticeable water spots.
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a. Don’t skip this step!! The presence of spots on the faucet
and walls makes it look like the shower wasn’t cleaned.
Make your hard work worth it!!!
14. After things are dry, that Rag can be used to clean the floor
a. Only use clean Rags on sinks/showers, and then those
damp rags on the floor. This keeps things sanitary!
b. Spray All Purpose Cleaner all over floor and wipe up with
Rag in a circular motion.
15. Go through the checklist of bath supplies and make sure everything
is stocked and looks good! All Bath Supplies is located in the
Laundry Room.
a. Replace the bottle of Shampoo and bottles of Body Wash in
the shower
i. Make sure all are filled to the top and have access
soap scum rinsed off the sides and caps.
ii. Place on ledge of shower wall on an angle
b. The hand soap and lotion should be placed back on the sink
both angled inwards.
i. If lotion feels low, just replace with different one
c. Make sure there are three rolls of Toilet Paper
i. Two in the crate on the shelf, pushed together up
front nicely
ii. One on the Toilet Paper Roll Holder
1. This roll should be at least half way full, if it
is pretty low just replace with a new one and
use the small one to clean toilets
2. Don’t forget the Triangle Fold!
d. Each Bathroom contains two of each of the three types of
towels:
i. One of each type of towel is to be perfectly folded
and placed one on top of the other on a shelf
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ii. Try to stack them evenly and face folded creases
out, so that the openings are facing away, this looks
much cleaner! Always make things as appealing as
possible!
iii. The other three towels go on the towel racks
through out the bathroom.
1. Match the edges of the towels perfectly after
pulling the towels through the racks, also
have the folded crease facing out on display
and the open edges facing towards the
shower
a. Wash Cloth- Gets hung in the
shower
b. Bath Towel- Big Towel Rack next to
shower
c. Hand Towel- Small Towel Rack next
to sink
i. Some rooms have the hair
dryer in the way and do not
make it possible to hang the
hand towels on these racks
ii. In these rooms hang them
evenly with the Bath Towels
both in the same direction.
e. Restock Dixie Cups and fill one with Cough Drops
16. Look around and make any last minute touches
17. Put Rug back and Lint Roll it and the floor
Bedroom
1. Swifter Dust all Fixtures ( Lights, Fan, Bulbs, Windowsills,
Light Switches)
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a. Clean Mirror if one
2. Dust Closet Shelf/Shelves and Push all hangers to the side of
the closet to look neat
3. Check all Drawers for items left behind
a. Swifter Dust the surface and sides of dresser
4. Remove things from desk and Swifter Dust it and items that are
on it (Lamp, Clock, Controllers, Card Holder)
a. Dust off Chair and all it’s crevices
b. Also check desk drawer
5. Double check that the alarm is off
6. Make sure remotes are working and the T.V. is set to Channel
45
a. Leave cable box on but turn T.V. off
7. Hopefully by this time you will have enough bedding clean and
dry to make the bed. Through out bed making, use the Lint
Roller to pick up and lint/fuzz on the linens.
a. Put on the fitted sheet with the matching sheet on the
mattress evenly
b. Pull top sheet tightly while tucking it beneath the
mattress
c. Put the two larger pillows in the “Sheet Set”
Pillowcases and place nicely on the bed with the
opening of the cases facing outward
d. Put Fuzzy Blanket/Comforter Blanket over pillows and
bed evenly
e. Fill Duvet Cover with Quilt/Old Comforter
i. The easiest way to do this is hang the cover over
the railing of the balcony with the
opening/buttons on the end closest to you
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ii. Guide the corners of the Quilt/Comforter inside
the cover to the opposite corners of the opening
on the Duvet Cover
iii. Then Put other corners of Quilt/Comforter into
the opposite corners of the Duvet Cover and
grab them in place from the outside.
iv. Next hold the corners near the opening and hang
over balcony and shake so the Quilt/Comforter
falls into place inside the cover
v. Lie over the railing and straighten out
comforter/quilt inside by moving and shaking
duvet.
vi. Once completely straight in the Cover, button
shut and lay over bed evenly
vii. Place the other pillows, the smaller ones, in the
Duvet Set Pillowcases and lay on top of bed
nicely
viii. Always try to make the bed immaculately with
no creases or bumps
8. Empty Garbage Can and Put new bags in both the bedroom and
bathroom
9. Stock the bedroom with all of it’s Room Supplies
a. Business Cards
i. Sit in a piece of light colored wood with and
slit, holds 2-3 Business Cards
ii. These are found up on the Main Desk in the
office
b. The Channel guide should be located on the Desk in the
room as well
i. Extras of these are on the floor to the left of the
Main Desk in the office.
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c. Make sure there is a copy of a Clock Manual in every
room, it is usually in the desk drawer or one of the
dresser drawers
i. If one is not there, get one from the other room
and make a copy to place in the drawer
d. Check to make sure a Visitor Brochure is also on the
desk
e. Are there paper and a pen on the desk?
i. These are both located on the floor to the left of
the Main Desk in the office
10. Swift Entire Floor
a. Start in the Closet and get the whole room towards the
wall with the door
b. Make sure you get every surface, especially under the
bed! Move things if you need to.
c. Go in the same direction as the wood!
Laundry
Once again, NEVER USE BLEACH! It is possible it can still ruin other loads
even if used previously. To make sure loads get washed properly, put the detergent and
full downy ball into the wash while the water is running before you put the linens in.
ALWAYS use HOT water! This is to help with the prevention of BED BUGS!
There are several different types of linens that we use here at the Inn. The type of
linen you are washing will determine which type of wash cycle you use:
Regular Wash Cycle:
Bath Towels
Hand Towels
Wash Cloths
Clothes
Rags/T-Shirts/Mop Covers
Permanent Press Cycle:
Tablecloth
Sheet Sets and Pillowcases
Duvet Cover and Pillowcases
All Blankets
Quilts
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Regular Dry Cycle
All Towels
Clothes
Rags/T-Shirts/Mop Covers
Permanent Press Dry Cycle
All Sheet Sets
Air Dry
All Duvet Material
All Blankets
All Pillowcases
Tablecloth
Quilts
When Air Drying, things may be hung on the railings and in the vacant rooms on
beds or in closets. They must be laid out or up wrinkle/crease free so that they dry that
way! Especially the Duvet Covers are very fragile to wrinkles when Air Drying. You
cannot make a bed with a wrinkly Duvet Cover; that is the first thing the guest will notice
and it looks awful! Therefore for Duvet Covers always lay straight on bare beds or hang
directly over a railing with no interruptions in the fabric!
The Old Comforters are the large comforters that go inside the Duvet
Covers during the winter season. These are too big to wash in our washer and dryer so
when these are to be cleaned, Mr. McGrady will give you quarters to bring them to the
laundry mat. Go to the one on Lincoln Ave. and 10 St. It is open 24 hours a day, and has
large industrial washer and dryers so that you may wash and dry multiple comforters at
once.
All things taken from the dryer should be perfectly folded to avoid wrinkles. A
good tip is to match up the ends with each other the whole time you are folding things.
Office
Check-In
1. Know the name of the guest and expected time of arrival
a. It is always smart to have a cell phone number for the guest in case
they are behind schedule or have not replied with their ETA
2. Make sure the guest’s assigned room is clean and ready for vacancy.
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a. Go through check list to make sure every part of the room is clean!
b. Put key for the room in the dead bolt with the door open
i. Try to close all other room doors if possible to avoid
confusion of which one is the guests’
c. Turn on stained glass light (3rd
light switch from door) in bedroom
to set a calm, welcoming mood
d. Walk around common area (Kitchen, Bathroom, Lobby, etc.) to
make sure everything is clean.
3. Have your cell phone number neatly written on the refrigerator
4. When guest arrives greet with a friendly, warm welcome
a. “Welcome to the McGrady Inn!”
5. Bring guests to their room while explaining breakfast:
a. Ask what time they would like coffee/breakfast in the morning so
that we may have it ready for them
b. Go over what is usually included (muffins or strawberry bread,
along with cereals and oatmeal, fruit, etc). What do we have?
6. By this time you should be inside the room with them and explain:
a. Where the thermostat is located (In Rooms 2 and 4)
b. Which controller is for what ( Black- T.V., Gray- Cable)
c. Let us know if they need any extra towels
d. Do they have any questions?
e. Do they need help with their luggage?
i. If they do, help them, who knows you may get a tip 
7. Tell them your phone number is on the fridge if they need anything and to
enjoy their Stay!
Check-Out
1. Ask if they Enjoyed There Stay?
2. Would they like to pay for their room with the credit card that is on file?
3. Process Billing and Payment
4. Ask again if they need help with their luggage
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5. Tell them to Visit Us Again and have a Good Trip Home!
6. After left, File their reservation with Receipts
7. Start Laundry!
Computer:
There are only two reasons that you will usually need the computer and that is to
use the different forms available and check the Inn’s Email.
Documents
To get to the forms needed, click on the file McGrady Properties-McGrady Inn –
Forms – Employee Forms- The forms needed are all included in the Appendices and are
explained in further detail in the appropriate sections of this manual.
Electronic Mail
To check the Inn’s Email open the Mozilla Firefox and go to yahoo.com and click on
Mail. Insert Yahoo ID: 97eiu97 and the PASSWORD: 50fc74. Double check for any
unread messages that are Reservation Requests, if you open one that is not, mark as
unread, that way Mr. McGrady will still read it.
Mail:
Shipping
You will need to ship things if items are left behind from guests.
Familiarize yourself with the Items Left Behind Policy before shipping anything. Always
go to the United States Post Office (http://www.usps.com/) 320 6th
St. Charleston (217)
348-1112 office, (800) 275- 8777 toll free, 8:30-5 M-F, 9-12:30 Sat. If the Post Office is
closed on a holiday, try County Office Products, Inc. (www.countyofficeproducts.com)
110 5th
Street, P.O. Box 79, Charleston (217) 345-4944 store, 549-2120 cell, 8-5 M-F 9-
12 Sat.
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Receiving
Take any mail from the mail box or packages at the front or back doors
and take upstairs to the office. Place on the Main Desk to the left of the laptop and the
right of the key box.
Reservations:
How to Create
1. Print out a Reservation Form (Appendix 2) and Go through filling
out the Necessary information:
a. Guest Name and Reason for Visiting
b. Number of Guests staying
c. Check In and Out Days
d. ETA: Estimated Time of Arrival
e. Room Requested if Any, Don’t Ask
f. Contact Name for Reservation along with Telephone
Number and Email (These are People Making the
Reservation for Someone Else)
g. Credit Card Information
i. Need to have the Name on Card, Card Number,
Expiration Date, and the V-Code (3 digit on the
back of the Card)
h. Add to the Calendar on the Arrival Date and draw an arrow
to the Departure Date
i. Leave Reservation on the Main Desk to let Mr. McGrady
know one was created
Billing/Payment
In order to Check-Out a guest, you must create a Bill for that guest. Go to
the Forms on the Computer and determine what kind of Bill is needed. Included in the
Appendices is an example of each type of Bill:
Appendix 3- Weekday Billing
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Appendix 4- Weekend Billing
Appendix 5- Billing with a Deposit
Appendix 6- Billing for Multiple Rooms
Appendix 7- Billing for Multiple Rooms with a Deposit
When using these forms, ALWAYS edit/double check ALL the information on the bill to
make sure it is accurate for that reservation!!!
After the Bill is finished print two copies; one on a good/new piece of paper and
one on a scrap piece of paper. The good paper you give to the guest and the scrap paper
you keep with the reservation for our records.
The different methods of Payment of Reservations are as follow:
Cash Payment
There is usually change in the gray key box on the Main Desk. If a guest
wants to pay with cash, give them there bill and their exact change. Then write on our
copy of the bill, that they paid cash. Also, write the amount they gave you and the change
you gave back to them.
Check Payment
All checks should be made out to McGrady Inn. When a guest writes a
check, paperclip it with the reservation and put it on the Main Desk for Mr. McGrady to
process. Then write on our copy of the bill, that they paid with a check, the Amount, and
the Name and Address displayed on the check.
Credit Card Payment
We accept Visa, Discover and MasterCard. A reservation can only be held
with a credit card, therefore the information that you’ll need is on their reservation. First,
double check with the guest and make sure that the credit card on their reservation is the
one that they would like to use to pay. Once you know which one they want to use go to
the credit card machine in the office on the small desk, to the left of the computer.
More, More, F3 Phone/Web,
Account: Credit Card Number, Expiration date, V-code (3#)
Customer # 001
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Amount: Total Amount
Don’t add Tax
After Receipt Prints
Print Duplicate
One receipt is for the guest and the other is to be stapled on to the guest’s bill at
the top right. After credit card transactions, you always have to get the check book on the
main desk labeled “McGrady Inn” and add the transaction to its ledger as follows:
Guest Name, Business/Reason for Travel, Deposit Amount
Once finished processing Payments take the guest’s bill and staple it to their
reservation. Then 3-hole punch both papers and add it to the Receipts Binder and are filed
by Reservation Date.
Room Assignments
The rooms are assigned to guests depending on how many rooms are available at
the time of occupancy. Also keep in mind that Children/Elderly guests may be best
assigned a Sanctuary Level room. Also if guests are traveling together, in multiple rooms,
try to put them next to each other!
Summer: If there is/are: Then Assign:
1 Room Room # 2
2 Rooms Rooms # 2 and 3
3 Rooms Rooms # 1, 2, and 5
4 Rooms Rooms # 1, 2, 3, and 5
Winter: 1 Room Room # 4
2 Rooms Rooms # 1 and 4
3 Rooms Rooms # 1, 3, and 5
4 Rooms Rooms # 1, 2, 3, and 5
Supplies
Every two weeks or so go through the grocery list that is included in Appendix 8
and make sure that the Inn has all the supplies it needs. When things are needed make a
small list and give it to Mr. McGrady. Go Green and use a small piece of paper 
38

Telephone
When cleaning rooms, it is best to bring the phone in room with you so that you
can hear it ring and answer it in a timely manner. Always sound nice and inviting on the
phone, you never know who you are talking to!!! Constantly check the Answering
Machine for new messages and return calls.
Give people these numbers to return your call:
217-348-8259 INN
217-348-8258 MR. MCGRADY CELL
You can also give your cell phone if are leaving and Mr. McGrady is out of town
Routine Tasks
Daily:
Opening Procedures
1. Bring in newspaper (side entrance) and mail (mailbox), turn on
lights if desired and unlock doors
a. Straighten newspaper and lay on counter (if there are no
guests) and on the table (if there are guests)
2. If guests are there, start coffee and lay out breakfast if needed
a. Make sure everything is set up and looks clean!
3. Check/Start Laundry
4. Adjust/Thermostats accordingly
5. Bring mail to the office and set on desk
6. Check answering machine for messages and take care of them
7. Look over the common area for and messes or dust or things
that may need to be replaced (ex: paper towel roll in kitchen)
8. Check email for reservation requests
9. Finish any other work that needs to be done
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a. Make sure you wait as long as you can in the morning
to do the loud things (ex. Vacuum), we don’t want to
disturb our guests
Closing Procedures
1. If you know you are leaving with in the hour make sure you
time the laundry for the washer to be done before you leave
a. Then switch the loads, but do not re-fill the washer
b. If a wet load is left in the washer over night it will mold
and have to be rewashed
2. Make sure everything is put away and looks neat
a. Ex. If rooms are vacant and dirty-lock them so that the
other guests don’t wonder into them
3. Check the answering machine
a. If there are calls and it is late just write them down to
remind you the next day or to let Mr. McGrady know
4. Adjust/Thermostats accordingly
5. Lock Front Door
6. Turn Off All Lights Except:
a. Stained Glass Ceiling
b. Stair Lights (1-2 Stairwells)
c. Atrium
7. And exit while Locking the Side Entrance on Harrison
Weekly
Common Area- Go through procedures to clean the entire common area
Expired Food- Check food in cabinets and refrigerator and throw away anything
that is expired.
Grocery List- Look through the Grocery List (Appendix 8) and write down a list
of supplies needed and give it to Mr. McGrady or leave on his desk.
40

Monthly
Ceiling Dusting- Take the Shaggy Mop and use it to destroy all cob webs on the
ceilings and walls through out the entire Inn.Don’t forget to throw the Shaggy Cover in
the Laundry when you’re done (the bag on the side of the washer with the rags).
Dust TVs in Rooms- Get a ladder/step ladder to reach the T.V. Sets in the four
main guest rooms. Dust with the Swifter Duster.
Garage Stair Cases- Sweep the staircases that lead the garage clean
Toilet Wand Holders- Spray the top and sides with All Purpose Cleaner and
wipe clean with Paper Towel.
Window Wash- Clean all of the windows possible in the Inn with Windex and
Newspaper.
Wood Floor Wash- Wash the wood floors with the Shaggy Mop and Murphy
Oil. After preparing a bucket of Murphy’s Oil and Water dunk the mop, and ring it out as
much as possible by hand, then wash the wood, of course going with the planks of wood
not against. Wash a small section and then dry the wood with a towel. It is very important
to dry the wood almost immediately to help preserve its beauty.
Biyearly
Polish Furniture- Polish all furniture that needs it. Leather Furniture- use the
Leather Polish/Cleaner, for Wood Furniture- use Murphy’s Oil.
Toilet Wand Holders Rinse- Put the toilet wands in clean toilet and take holders
to the large sink in the Common Area Bathroom. Spray with All-Purpose Clearer and
rinse in HOT water. Make sure the sink is deep cleaned afterwards!!
Sweep Garage- Use one of the big brooms in the garage to sweep the whole
garage clean. However, it may be needed more than twice a year.
Supply Closet- Take out everything and sweep, then reorganize.
Thermostats
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the guest’s bedrooms. The other three are placed in the common area to help control the
temperature of the inn overall.
On the balcony level there is a thermostat on the wall next to the supply closet.
This is to be set at 60° in the winter and 80° in the summer ALWAYS; if the balcony
needs to be warmer, the fireplace can always be turned on. The fireplace has a switch
down on the bottom right side that activates the flames. The heat will rise and warm up
the room.
The other two thermostats in the common area are on the sanctuary level next to
the dining room table and to the right of Room # 1. If guests are staying at the inn these
sanctuary thermostats should be adjusted as follows:
Winter:
Morning 65°
Day 62°
Evening 65°
Night 60°
Summer:
Morning 72°
Day 76°
Evening 74°
Night 75°
*If temperature outside is in the 60’s and it is nice weather, the thermostats may be
turned off and the windows can be opened.
If there are no guests staying at the inn, the sanctuary level thermostats should be
kept at 60° during the winter and 78° during the summer. Of course if you are working
and feel uncomfortable in these conditions you are welcome to adjust them to your needs,
just remember to change all of them back before you leave!
When guests are arriving to the inn it is important to have their rooms at a
comfortable temperature. Therefore the room thermostats should be altered according to
occupancy and season. Use the thermostat in Room 2 on the sanctuary level to control
sanctuary rooms: Room 1, 2 and bottom level of 5. Use the thermostat is Room 4 on the
balcony level to control balcony rooms: Rooms 3, 4, and 5. The bedroom thermostats
should be set no higher than 75° in the winter and no lower than 74°!! Of course guests
are allowed to alter this once they have checked in.
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Operations Manual Disclaimer
I understand that I am responsible for reading the operations manual,
familiarizing myself with its contents, and adhering to all of the policies and
procedures of the McGrady Inn.
The policies, procedures and standard practices described in this manual are
not conditions of employment. This manual represents guidelines only and the
McGrady Inn reserves the right to modify, adjust or terminate any policies or
procedures at any time.
This manual is property of the McGrady Inn and is to be signed and
returned once it has been read and comprehended. If any questions or concerns
arise at any time, I will consult my immediate supervisor for clarification.
In conclusion, I have read and understand the contents of this manual and
will act in accord with these policies and procedures as a condition of my
employment with the McGrady Inn.
NAME ________________________________________ DATE_________
SIGNATURE ________________________________________
43

Appendices:
Appendix 1: Room Preparation Checklist
BATHROOM
FIXTURES
VACCUUM FLOOR
BATHTUB
MIRROR / CABINET
SINK
TOILET
WASH FLOOR
WASTE BASKET
STOCK BATH SUPPLIES
LINT ROLL FLOOR
BEDROOM
FIXTURES
HANGERS/SHELF
DRAWERS
DESK/CHAIR
ALARM
REMOTES
TV - CH 45
MAKE BED
SHEETS & PILLOWCASES
BLANKET OR
COMFORTER
DUVET AND
PILLOWCASES
STOCK ROOM SUPPLIES
SWIFT FLOOR
BATH SUPPLIES
BODY WASH- BOTH KINDS
SHAMPOO
HAND SOAP
LOTION
TOILET PAPER - 3 ROLLS
BATH TOWELS - 2
WASH CLOTHS - 2
HAND TOWELS - 2
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COUGH DROPS
DIXIE CUPS
KLEENEX
ROOM SUPPLIES
BUSINESS CARDS
CHANNEL GUIDE
VISITOR GUIDE
PAPER
PEN
Appendix 2: Reservation Form
Guest Name:
Street:
City:
State:
Number of Guests: ($20 charge for each additional guest above double occupancy)
Vehicle Make and Model:
Check In Day/Date: Check In Time (3 – 6 p.m.):
Check Out Day/Date: Check Out Time (prior to 11 a.m.):
Room
___ East Sanctuary: ___ Cot ___ West Sanctuary: ___ Cot
___ East Balcony: ___ West Balcony: ___ Rollaway
___ Choir Loft:
Contact Name:
E-mail Address:
Contact Telephone Number: Cell:
Rec Center Pass: Yes:  Confirmation Number:
Name on Card:
Type of Card: Visa:  Master Card: 
Credit Card Number:
Expiration Date:
Code on Back of Card:
Reservation Added to Calendar:
45

Appendix 3: Weekday Billing
MCGRADY INN
803 6TH
CHARLESTON, IL 61920
(217) 348-8259
GUEST NAME: Mr. Nice Man
CHECK IN: 7/29/2009
CHECK OUT 7/30/2009
NUMBER OF DAYS: 1
RATE: $ 85.00
TOTAL $ 85.00
CITY OF CHARLESTON TAX:
OWN/OPERATE BUSINESS: N $ 4.00
STATE OF ILLINOIS TAX: $ 5.07
TOTAL $ 94.06
Appendix 4: Weekend Billing
MCGRADY INN
803 6TH
(217) 348-8259
GUEST NAME: Ms. Rosey Cheeks
CHECK IN: 6/20/2009
CHECK OUT 6/21/2009
NUMBER OF DAYS: 1
46

RATE: $ 95.00
TOTAL $ 95.00
TOTAL $ 105.13
Appendix 5: Billing with a Deposit
803 6TH
(217) 348-8259
GUEST NAME: Mr. Nice Man
CHECK IN: 8/11/2009
CHECK OUT 8/16/2009
NUMBER OF DAYS: 5
NUMBER OF ROOMS: 1
RATE: $ 85.00
TOTAL $ 425.00
TOTAL $ 470.31
DEPOSIT $ 150.00
BALANCE DUE $ 320.31
47

Appendix 6: Billing for Multiple Rooms
MCGRADY INN
803 6TH
(217) 348-8259
GUEST NAME: Mrs. Sweet Lady
CHECK IN: 3/25/2009
CHECK OUT 3/27/2009
NUMBER OF DAYS: 2
NUMBER OF ROOMS: 4
RATE: $ 95.00
TOTAL $ 760.00
TOTAL $ 841.03
Appendix 7: Billing for Multiple Rooms with a Deposit
MCGRADY INN
803 6TH
(217) 348-8259
GUEST NAME: Mr. Hairy Chin
48

CHECK IN: 5/8/2009
CHECK OUT 5/10/2009
NUMBER OF DAYS: 2
NUMBER OF ROOMS: 3
RATE: $ 95.00
TOTAL $ 570.00
TOTAL $ 630.77
DEPOSIT $ 235.00
BALANCE DUE $ 395.77
Appendix 8: Grocery Checklist
DISH SOAP
DISH DETERGENT (DRY)
TRASH BAGS
CARESS BODY WASH BIG OR SMALL
BODY WASH BIG OR SMALL
SHAMPOO BIG OR SMALL
HAND SOAP BIG OR SMALL
LOTION
TOILET PAPER
PAPER TOWELS
KLEENEX
LAUNDRY DETERGENT
FABRIC SOFTENER
LINT ROLLER SHEETS
COUGHDROPS
DIXIE CUPS
WINDEX
TOILET BOWL CLEANER
ALL PURPOSE CLEANER
49

SWIFTER DUSTERS
AIR FRESHENER
LEATHER POLISH
WOOD POLISH
VACCUUM BAGS
MCGRADY INN PAPER
BUSINESS CARDS
50

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