PMS DISCREPANCY REPORTS

FRONT OFFICE PROCEDURE MANUAL / GUEST SERVICE

WHAT HOW WHY

A Housekeeping Status Report The Front Office assistant manager should print out To verify that the computer data matches the
should be prepared twice a day the "Rooms status report" OR hk DISC REPORT If physical check of the rooms as completed
available and check the data with the HK reports. by the Housekeeping Department.
All discrepancies will appear if there is any.
Any discrepancies should be verified against the We need to know the exact status of each
registration records room at all times
2 reports involved  Has a guest left without paying?
1. HK real physical check This report shows us if our info in the system and the  Have they forgotten something?
2. PMS rooms status actual information about a room are different  Did they have express check out?
 Have they decided to stay longer?
The usual procedure is to prepare this report at 1000  Etc.
hours and 1800 hours. At 18.00 hours report to be printed, checked
The possible discrepancies: if changes are done, copy must be with FO
Sleep Sleeper (Housekeeping – OCCUPIED for night audit
vs. PMS / Front Desk – VACANT)
Forgot to check him in the system from
a) Front Desk forgot to check in the guest yesterday,
Then a night charge must be posted and investigating
if any charges are on the lost interfaces.
b) Guest returns to his room after check out
Corrective action must be taken to ensure
c) Group luggage send to the room prior to group that it won’t happen again
arrival
d) Left behind (group) luggage

e) Hotel staff uses the room illegally

f) Miscommunication after a room change
This status appears when a guest profile
Skip Skipper (Housekeeping – VACANT is still checked into a room number
vs. Front Desk – OCCUPIED) Housekeeping S t a t u s s h o w s that the
a) Front Desk forget to check out the room after the room is vacant.
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Front Office Procedure Manual, 748786561.docPMS Discrepancy Reports, Page 1 of 2

 PMS DISCREPANCY REPORTS
FRONT OFFICE PROCEDURE MANUAL / GUEST SERVICE

guest settled the bill

b) The guest is out-of-town or sleep-out but forgot to Duty manager will investigate; Guest or
inform Front Desk company might be contacted by phone to
c) The guest leaves the hotel without settling the bill look into.
d) Miscommunication after a room change

 If it is a skip, it is a possible walkout and

credit card will need to be charged. to include in the discrepancy report,
 If corporate, the sales manager must be investigate and correct it
contacted to follow up with the company.
 Guest name and follow up done must be
recorded on a special tracking sheet.
 If no payment was received upon check in,
then the receptionist who did the check in will
be reliable for the charge.
to adjust the discrepancy
General Remarks Should any staff member find a room does not
correspond to the status in the system, they must
. immediately inform the reception + housekeeping
To determine the true status of the room
If the discrepancies remain unsolved the Front Office through further investigation and
Manager or Assistant Manager should be doing a explanation inserted in the guest profile for
physical. future reference

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Front Office Procedure Manual, 748786561.docPMS Discrepancy Reports, Page 2 of 2