Pearson New International Edition International pcl tp indd 1

Exception Reports
Exception reports identify unusual situations. They have great value because they
alert staff to circumstances that require their attention without the tedious and time-
consuming review of data that are not out of the ordinary. For example, guests do not
generally exceed the credit limits for which they are authorized at check-in. If some
guests do exceed their limit, the FOM must know about the situation and, when
appropriate, take corrective action. Another example of an exception report is one
that shows guestrooms listed as empty in the PMS and as occupied rooms in house-
keeping reports. Similarly, significant variances in the amounts that cashier drawers
should contain and do contain at the end of employee shifts alert supervisors to the
need for analysis.
The following exception reports are common to many hotels:
•
Guest over credit limit report
•
Checked out with balance due report
•
Cashiers’ drawers with excess overs and shorts
•
Complimentary rooms list with authorizing manager
•
Adjustments and allowances report
•
Write-off reports (all departments)
Exception reports may include very little or detailed information. For example, a
complimentary rooms report could be created that simply lists the room number and
occupant name for any room made a comp on a specific day. Alternatively, an FOM
could design a report that includes these data:
•
Room number
•
Guest’s name
•
Number of persons in room
•
Arrival date
•
Departure date
•
Name of the authorizing manager