Detecting Skippers and Sleepers

Room Status ReportThe Front Office and the Housekeeping Department shall prepare at the same time, as frequent as needed by management, their room status reports, which lists, according to each department, the recent room status of each room in the hotel.All reports shall be cross-referenced and compared to detect room status discrepancies and correct them as soon as possible in order to maximize room revenue, detect skippers before it is too late.

Room status discrepancies must be resolved in a timely manner since imbalances can lead to lost business and cause confusion in the front office.

Errors in room status can lead to lost and uncollectible room revenues and omissions in postings.

The front office must maintain current and accurate room status information to effectively determine the number and types of rooms available for sale.

This error in procedure could prevent the room from being rented until the error is discovered and corrected.

The auditor must review front office and housekeeping department reports to reconcile and finalize the occupancy status of all rooms for a given night.

Skipper A room status term indicating that the guest has left the hotel without making arrangements to settle his or her account.

Sleeper A room status term indicating that the guest has settled his or her accountand left the hotel, but the front office staff has failed to properly update theroom’s status. The room is vacant, but believed to be occupied.

Skip The term used to refer to a hotel guest who vacates a guest room without paying the bill incurred for its rental and for other charges made to the room.

Sleep-Out A room status term indicating that the guest is registered to the room, but the bed has not been used.

Walk-outs, Skippers or Runners

•The ‘accidentals’ - these are guests who simply forget to pay, often their extra bills.

•‘Opportunists’-These guests check in with the intention of paying their bill on departure, but when they realize that they can get away with not paying their bill (or simply a transaction that should have found itself on their bill.

• ‘Premeditators’. - These are guests who, from the start, have the intention of leaving the hotel without paying. Some of these guests go into considerable lengths in order to avoid paying.

 Situations…

If the housekeeping report indicates that a room is vacant, but the front office believes it is occupied, the auditor should search for an active room folio and registration card. If the folio exists and has a current outstanding balance, there are several possibilities:

A guest may have departed but forgotten to check out. A guest may be a skipper who left with no intention of checking out.  A front desk agent or cashier may not have properly closed the folio at check-out.

After verifying that the guest has left the hotel, the night auditor should process the check-out and set the folio aside for front office management review and follow-up. If the folio has been settled, the front office room status system  should be corrected to show that the room is vacant. The night auditor should verify the guest folio against the housekeeping and the room status reports to ensure that all three are consistent and in balance.

To prevent Skippers:Make sure you always ask guests to fill in registration cards with all details upon check in. Preauthorize guests credit cards included deposit of a set amount. Never allow one to check in telling ' I will pay tomorrow ..' train your staff and implement good routines . Always collect the personal credit card at check in.

Collect the full balance at check in. Always charge card on file for all non paid amounts.If the guest does not have credit card or deposit, simply activate a NO post on his account to stop any room charges within the complex, the trick is to post the room transaction before the service is rendered, that is to protect all outlet's revenue. It's so important to keep an eye on high balance reports.

SCANTY BAGGAGE:

“Skippers”This is made possible because the “Skipper” comes with little luggage to avoid bringing the attention of the bell boys to his secret checkout. The bell boys have to be alert to notify the front office about guests with scanty baggage so that a necessary advance is taken from them and a close watch is kept on them.