DISCREPANCY REPORT

VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m.

SCOPE:

To ensure that all guest room status information is completely accurate.

RESPONSIBILITY:

Front Office Manager

Executive Housekeeper

PROCEDURE:

A.M. HOUSEKEEPER'S DISCREPANCY REPORT

The A.M. Housekeeper's Discrepancy Report is prepared each morning and will reflect discrepancies between a physical "room inventory" taken by Housekeeping and the listing of each room reported vacant/ready on the Room Revenue Report, which is prepared by Night Audit.

This discrepancy report must be provided to the Front Office by 9:00 A.M. daily. The Front Office and Housekeeping should investigate and resolve all discrepancies, note the results on the report, and forward it to the Accounting Office by 11:00 a.m.

Unresolved discrepancies must be reported immediately, in writing, to the Resident Manager with a copy to the Controller.

See attached Expected Departure Report

P.M. HOUSEKEEPER'S REPORT

1. The P.M. Housekeeper's Report is prepared daily and must be delivered to the Front Office by 5:00 P.M.

2. This report also represents a physical inventory of all guest rooms, and will aid in accomplishing the following items:

   • Correcting any mistakes that may have taken place in connection with check-ins, check-outs, etc.

   • Detecting "sleepers" (rooms for which revenues are accruing, but are actually unoccupied).

   • Reporting "light" baggage or other pertinent observations.

   • Detecting "skippers" (rooms in which the guest has checked out without paying his/her account).

   • Enabling the Controller to cross-check the Room Revenue Report to ensure that every occupied room is accounted for.

   • Providing the Front Office with a means of checking the accuracy of the room rack/PMS.

3. The accuracy of the room rack/PMS is largely dependent on the thoroughness with which it is compared to the Housekeeper's Report.

4. All comparisons should be made as soon as possible after receipt of the report. Discrepancies should be reconciled with the Housekeeping Department at the time.

   
   

EXPECTED DEPARTURE REPORT

1. The Expected Departure Report is prepared daily by the front desk by 12:00 noon.

2. Housekeeping will check all expected departures to verify room status, note the results on the report, and return it to the Front Desk by 1:30 p.m.

3. The Front Desk will process all guest accounts as check outs from the information provided from Housekeeping. Note: Most rooms listed will have received express checkout, so vacant status is likely.

4. The Front Desk will resolve all discrepancies by verifying the departure date on the registration card, attempting to contact the guest before extending the check-out date in the computer (or on the rack).

   
   

AM / PM DISCREPANCY REPORT

TO: FRONT DESK MANAGER FROM: HOUSEKEEPING

DATE: _______________ LRA:_______________

Room Number Explanation:

 ____________ ____________________________

 ____________ ____________________________

 ____________ ____________________________

 ____________ ____________________________

 ____________ ____________________________

Room shows vacant but occupied

 ____________ ____________________________

 ____________ ____________________________

 ____________ ____________________________

cc: Controller, Rooms Director/Director of Operations, Director of Services, Front

Office Manager.