Standard Operating Procedure (SOP): Reporting Damaged and Broken Items

The purpose of this SOP is to ensure that any damaged or broken items at the villa are promptly reported, documented, and resolved in a professional and consistent manner. This procedure applies to all team members including the butler, chef, sous chef, concierge, driver, and housekeeping. Accurate reporting protects the integrity of the property, ensures safety, and upholds the high standards of our guest experience.

Adhering to this procedure promotes transparency and accountability, minimizes service disruptions, and helps maintain a safe and pristine environment for both guests and staff. Timely action and communication ensure issues are resolved quickly and professionally, preserving the reputation of our villas.

1. Immediate Response

• If an item becomes damaged or broken, staff must take immediate steps to ensure guest and staff safety: Ensure the area is safe by removing or securing broken items (e.g., cleaning up glass or liquids).
• If the damage presents a safety risk (e.g., exposed wires, slippery floors, sharp objects), notify the concierge immediately so a hazard warning or temporary closure can be issued.

2. Damage Documentation

• To document the issue correctly, staff must complete a Damage Report Form:
  • Note the date and time of discovery.
  • Specify the item name and its location within the villa.
  • Provide a clear description of the damage.
  • List the name of the person reporting the issue.
  • If known, indicate the cause (e.g., accidental breakage, guest misuse, wear and tear).
  • Attach clear photos of the damage.

The concierge will provide blank Damage Report Forms upon check-in and replenish them as needed.

3. Internal Notification Process

• Once the form is completed: The staff member must immediately inform the concierge and share the report and photos.
• If the item is essential to operations (e.g., blender, wine glasses, grill, AC remote), emphasize its urgency to expedite a resolution or replacement.

4. Guest-Related Damage

• If it is suspected that a guest caused the damage: Do not confront or discuss it with the guest. Report the incident discreetly to the concierge, providing all relevant details and observations.
• The concierge will handle all guest communications related to the damage, following protocol and discretion.

5. Maintenance and Replacement Follow-Up

• After reporting: The concierge will coordinate with the property manager or appropriate vendors to repair or replace the item.
• The reporting staff member must follow up within 24 hours to ensure the issue is being addressed, especially for items that affect service.

Staff Responsibilities

Compliance

Failure to report damage in a timely and accurate manner may result in safety risks, guest dissatisfaction, service delays, or internal review. All team members are expected to follow this procedure as part of their commitment to excellence and professionalism.