LeadershipTemplate8 min read
Guest Incident Report
Document facts, witnesses, actions and required notifications after an incident.
PRIMARY ROLEManager on Duty
USE WHENGuest Incident
Operating standard
- 01
Guest Incident Report: Confirm the scope, desired outcome and leadership owner for this guest incident work.
- 02
Verify the current facts with the appropriate hotel systems, logs, guest records or physical inspection.
- 03
Complete the actions within Manager on Duty authority and escalate any safety, guest, revenue or policy exception promptly.
- 04
Coordinate required handoffs with the affected department so the action is visible beyond one shift.
- 05
Save the completed record in the hotel’s approved location and share it with the next owner.