Pearson New International Edition International pcl tp indd 1

Other Check-Out Challenges
Challenges in three areas demand the FOM’s special efforts to develop property-
specific policies and procedures: assessments of room damage, strategies for group
allowances, and adjustments for complaints made after check-out.
Room Damage Assessments
Hotel rooms and their furnishings do not last forever, and hoteliers expect the nor-
mal wear and tear that comes from renting rooms. Most guests do not intentionally
damage their rooms, but some do. Guest theft may exceed routine items like soap,
towels, and pillows and may involve artwork, furniture, bedding, or televisions. Theft
of in-room items or excessive room damage is not generally discovered until the guest
has checked out. The resulting dilemma is twofold:
•
Should the guest be charged?
•
If so, how can payment be collected?
Each case of significant theft or room damage must be assessed individually.
However, FOMs should follow written procedures approved by the general manager
to ensure proper accounting for the transaction when they believe that charging a
departed guest is appropriate.
Collecting money from cash-paying guests who have departed will be difficult or
impossible. Guests who established credit by payment card or direct bill account,
however, may have their accounts charged. For example, when Mr. and Mrs. Clark
checked into the Altoona Hotel, they called the front desk to request a portable crib.
The request was recorded in the maintenance log, and a crib was delivered to their
room. The next morning, after they had checked out and paid by credit card, the crib
was missing. Hotel managers must decide if the crib’s value ($200) justifies collection
efforts if they believe the crib was taken by the guests. This decision must be made
very carefully. If the hotel wants to recover the cost of the crib, the Clarks’ credit card
could be authorized and charged an additional $200. On receiving their credit card
statement, the Clarks will likely contact the hotel, dispute the charge, and initiate a
chargeback request with their credit card company. When they do, the hotel will need
proper backup for its actions.
Hotels must be prepared for potential collection disputes. For example, employees
may take color photos when charges are to be assessed for excessive room damage.
Another backup tactic is to keep signed employee statements describing the room dam-
age or theft. A clearly identifiable paper trail should document the damage assessment
and collection steps that were taken. In cases of severe damage or significant theft,
police reports supplied by local law enforcement may be part of the backup file.
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