FAQ - How do I resolve a room discrepancy?
. This indicates variances between
The rooms with discrepancy are then resolved in coordination between HK and FO by finding out the reason for such a difference.
be resolved to
OV room statuses are corrected automatically if the guest is checking out today. OV sleep rooms that are not scheduled to depart need to be rechecked to ensure they are vacant.
Once the correct status of the room has been determined, check it out if it is vacant, or change the status to OR if it is occupied.
VO skip rooms are a bit harder to resolve as you need to find out which guest should be in the room. Associates Responsible for rechecking the OV rooms not scheduled to depart. It is important these rooms are checked carefully so you do not check out an occupied room, or charge a guest for a night they did not stay. ·
Review a Room/Rate Change Report to see if the reservation was moved from the VO room to a new room--perhaps the room was changed in your property management system (e.g., Fidelio, PMS, etc.) but the guest's luggage hasn't been moved yet. ·
Send a bellman to the room to check the luggage tags for the guest's name. Finding who is in a VO room takes some detective work, but needs to be resolved to ensure the hotel receives payment for the room and to ensure an unauthorized person does not have access to a guest room.
After you have determined who is occupying the room, you need to make the changes in your property management system (e.g., Fidelio, PMS, etc.). First, change the status of the room from VO to VD to VR. Then, check the guest in. Make sure the number of nights is changed to reflect the correct departure date. If the guest was never put into "I" status you may need to manually post room and tax to their account.
Follow these steps below to view and resolve discrepant rooms:
1. Select Rm. Discrepancies from the HOUSEKEEPING options screen
2. To resolve Skip rooms, investigate the discrepancy and have the Front
Desk check the guest out or update the HK status to OCC (occupied).
3. To resolve Sleep rooms, investigate the discrepancy and have the Front
Desk reinstate the guest or update the HK status to VAC (vacant).
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Follow the steps below to view and resolve discrepant rooms.
1. Access the housekeeping main screen and click on
the discrepant rooms tab.
2. The fields in the yellow border are used to search for
discrepant rooms. Select All Discrepant to see all.
3. Once a discrepant room has been investigated the
user can change the housekeeping status using the
fields on the right of the screen. Note that only the
housekeeping status can be changed from this screen.
If the front office status needs to be changed then a
guest either needs to be checked out or checked in.
4. Another way to change the status is to right click on
the room and the opposite room status is displayed on
the right click menu to change the status. Use this
screen to edit the reservation if the guest needs to be
extended.
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