HOW TO HANDLE DISCREPANCIES

Guest Expectation: If mistakes happen, I would like to have them handled properly.  I like to be kept informed. Of progress on lost items.

Why is this task important for you and our guests?

Answers: 

1. I understand the importance professional handling of mistakes.

2. It is my responsibility to ensure that guests can confidently rely on our services and use our services again.

3. This shows our professionalism.

4. This can increase our GSTS.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Discrepancy found	Ensure the right date is written on the Laundry sheet. A discrepancy occurs when the hotel count differs from the guest count  It is based on what was actually found in the laundry bag compared to what is stated on the list. For example:  The Guest mark 5 pairs of sox when Laundry counts only 4	What is considered as a discrepancy? What do I need to compare?
Report to Supervisor	Any discrepancy should be reported to the Supervisor immediately.	Why do I need to report this to the supervisor?
Fill out discrepancy card	Fill the “discrepancy notice card”	What information is contained on this card?
Inform the guest	Inform the guest about this case with a telephone call and send a discrepancy card when he/she is not available. Call the guest asking for reconfirmation or the possibility of discrepancy by saying: “Good Morning/afternoon/evening, Mr./Mrs.….. Unfortunately we have found a discrepancy in the Laundry count. Could this difference be possible?” If necessary, take the laundry bag to the guest’s room to confirm with the guest directly.	When is the time to inform the guest? Is it better to deliver the Laundry to show the discrepancy?
Continue the service process	It is not necessary to stop the service process to wait for the guest’s further instruction if the guest is not available.

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What is important when finding discrepancies?

2. What is a discrepancy?

3. What is written on a discrepancy card?

4. Can I continue the cleaning process when the guest is not available?

5. Should I explain this problem to the guest when delivering the Laundry?

6. Would it be better to say nothing?

7. Where do I need to report?    

8. Must the hotel reimburse the guest financially for lost items? 

9. Do I have to check piece by piece?