LOSS AND BREAKAGE REPORTING PROCEDURE

Guest Expectation:

I expect there to be a proper procedure in place to ensure I cannot see damaged equipment in the guest areas.  I expect equipment to be in full working order during my stay.

Why is this task important for you and our guests?

Answers: 

1. It is important that loss or items broken get immediately reported.

2. We can control expenses.

3. We can plan procedures and training to avoid breakage and losses.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Report to Housekeeping office	Report all loss, damaged and broken items in guest rooms to Housekeeping Office. Report losses, damaged, and broken facilities or equipment in public areas to the Housekeeping office.	Why do I need to submit the worksheet?  Why is it important to report damages to HK?
Record	Housekeeping Coordinator must record the information in the Loss and Breakage Book accurately. Information must include date, time, description of item, quantity and your name.	Why has loss and damaged items to be recorded accurately? Why the recording does has to include time, description, quantity, and who reported?
Inventory	At the end of the month, a summary of Loss and Breakage must be completed for the Housekeeping file and reported to the Executive Office every morning. The same information should be given to the Finance Department.  If items are broken by you it is up to the Executive Office to decide who should pay. The same procedure applies for inventory control.	Why does a report to be completed by the end of the month? Why does the Finance Department need to know about that? Why can I be charged?

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

Summary questions:

1. What is important when seeing damaged or missing items?

2. When do items need to be reported?

3. What if I accidently break something in the guest’s room – such as their perfume bottle?

4. Does the same procedure apply when checking the inventory?