STS - OP - 003

Rev. 02

INVESTIGATION REPORT
Report No. :
Type Of Report : * Unregistered Check-in and / or Payment / General
Hotel Branch : * WM / SP / CC / USJ / DK / SW
Date of Incident :
Time of Incident :
F/O On Duty :
HOW TO PRESENT A REPORT
Room No. :
Guest Name. : A. Description of Incident in
Time Check-in : chronological point form with
date/time.
Time Check-out :
Type Of Check-in : * Over-night / Day use / Other : B. Case Study of mistake made
Check-in by : C. Conclusion of finding with
CCTV Playback : * Yes / No recommended solution and
CCTV Record : * Yes / No disciplinary to be taken, if any.
Attachments : Manager to check and verify
the report.
A. Description of The Incident : Send out the report to person
concerned
Report shall be sent out
within 3 days from day of
incident
Attachments such as print
screen and video recording is
necessary.

B. Case Study / Root Causes

C. Conclusion

*cross out where is not appropriate

Report Prepared by, Reviewed by,

Name : Name :
Date : Date :
 STS - OP - 003
Rev. 02

INVESTIGATION REPORT
Report No. :
Type Of Report : * Unregistered Check-in and / or Payment / General
Hotel Branch : * WM / SP / CC / USJ / DK / SW
R
O
Date of Incident : 24/4/2016
Time of Incident
F/O On Duty
:
:
1.09pm
Tariq (cover shift)
E P
Room No.
Guest Name.
:
:
216, 217 & 218
Zuraidah Ibrahim R
Time Check-in
Time Check-out
:
:
1:00PM / 22/4/2016
1:25PM / 24/4/2016
L E
Type Of Check-in : * Over-night / Day use / Other :
P
AM
Check-in by : Atiqah edit only at BLUE
CCTV Playback : * Yes / No color font, extend

S
the row if require
CCTV Record : * Yes / No
Attachments : SMS Screen Capture, cashier report,

A. Description of The Incident :

T
13/4/2016 @1:00PM i. ROS ERME@Amy, accepting deposit money from “Zuraidah Ibrahim” for 3 Rooms
of each pays RM50.00 , cost of RM150.00.
ii. Ros Erme@Amy, added payment using “deposit rental” in ASI

24/4/2016 @ 1:09PM
i. I refund the old payment were made on 13/4/2016 that previously charged by
Amy and add it back on 24/4/2016 for resolve this issue due to customer request
for receipt during checked-out time.
24/4/2016 @ 1:17PM
i. Because I have refunded back the previous date, confusion on the date knowing
supposed it has been deduction on the date I’ve refunded and thought maybe a
customer checked-in on the particular date was not key-in.
24/4/2016 @ 10:30PM
i. Dino could not track from his shift for a customer that has not key-in & I have
instructed him to keep inside the tip box with intention for not wanting the money
to be loss.

B. Case Study / Root Causes

1. The root cause primary Ros Erme@Amy, added payment using “deposit rental” which caused when customer
checked-out time has a problem and need to give back the RM150.00 back for the customer.
2. making refund and adding payment on later date in the ASI caused further confuses on the cashier report.

C. Conclusion
Ros Erme has been taken deduction of points was made on him for using the deposit rental option, which nobody
ever taught him this way and repeated problem from Seeds Hotel he have cover previously

*cross out where is not appropriate

Report Prepared by, Reviewed by,

TARIQ A L I CI a
Name : Tariq Name : Alicia Ho
Date : 26/04/16 Date : 26/04/16