Report a missing item once, clearly, to the right person

For room attendants and supervisors at Alder House

A missing cushion or a bedside light that will not switch on is easy to fix when the report says exactly what is wrong and where. Start with the category below that fits, follow the five steps to word your report, then hand it to your supervisor.

If you have not yet written your room-status note, the room-status handoffs page shows a worked example for Room 214.

What to report, and where it goes

Alder House sample categories. Each issue has an owner who can act on it.

Linen and soft furnishings

  • A missing cushion, throw or pillow compared with the room standard
  • A damaged or mismatched item that cannot be put right in the room
  • Goes to: housekeeping supervisor, then the linen room

Lighting and small equipment

  • A bedside light that does not switch on
  • A lamp or switch that looks loose or damaged
  • Goes to: housekeeping supervisor, then maintenance

Cart and room supplies

  • Cart stock short of what the shift needs
  • A supply item missing from the room set-up list
  • Goes to: housekeeping supervisor, then the supply store

How to describe a missing supply or equipment issue

Five steps. You can do the first three before you leave the doorway.

  1. 1

    Name the room and type

    For example: 'Room 214, queen room, guest-free.'

  2. 2

    Say what is wrong and where

    For example: 'Left bedside light does not switch on' or 'one armchair cushion missing; the standard lists two.'

  3. 3

    Say what you did

    For example: 'Switched it on and off once. Left everything else as found.' Do not attempt repairs.

  4. 4

    Hand it to your supervisor

    Give the note at your next check-in, or sooner if the room is waiting. Use the same words in the note as in conversation.

  5. 5

    Follow up at shift handoff

    If the issue is still open when your shift ends, tell the incoming supervisor so it is not lost.

Who to ask, and when to go further

Ask your housekeeping supervisor first. They know the owner for each kind of issue and the local contacts for the property. If your supervisor is unavailable, ask the next supervisor on shift or the Executive Housekeeper's office.

Roles at a glance

  • Room attendant: reports what differs from the standard and what they did.
  • Housekeeping supervisor: routes the issue to the owner and updates the front desk.
  • Maintenance: looks at lights and other equipment issues.
  • Linen room: supplies replacement soft furnishings and linen.
  • Front desk: keeps guests informed once the supervisor passes on room status.

Raise an issue again, kindly, if it is still open at the end of a shift. Teams work best when people say what they see, ask when unsure and thank colleagues who follow through.