Log layout
| Column | What to record |
|---|---|
| Date and time | When the report came in |
| Room and floor | Location |
| Reported by | Guest or staff |
| Description | Plain words about the smell |
| Intensity | None, faint, clear or strong |
| Likely source | Best guess after inspection |
| Action | What was done and by whom |
| Outcome | Resolved, moved guest, held room |
Weekly review prompts
- Repeat rooms
- Which rooms appear more than once?
- Floors
- Do reports cluster by floor or wing?
- Timing
- Do they follow events or weather changes?
- Sources
- Which causes are most common?
Using the log
Set up
Create a shared sheet with the columns above.
Train
Show each department how to complete it.
Fill in the same day
Late entries lose detail.
Review weekly
Look for repeats and clusters.
Act on patterns
Direct maintenance, training or room holds to the areas that need them.
Avoid personal information in the log beyond what is needed. Room numbers and descriptions are usually enough, and names of guests can be kept in the property system rather than in a shared sheet. Check your policy on retention and privacy.
A good log is short enough that people use it. If staff must scroll through many columns, entries become sporadic. Begin with fewer fields and add more only when you find yourself repeatedly needing the information. Keep the wording of intensity consistent so counts are meaningful, and give one person responsibility for tidying the log so entries stay readable.
Treat this as a working document rather than a finished policy. Over a season, a log can show whether complaints are tied to certain rooms, floors, events or weather. It can also show whether a fix worked: if reports from a given floor fall after a maintenance step, that is useful to know, and if they do not, it is a prompt to try something different. Keep the log close to where the team already works so entries happen naturally, and review the wording of the description column occasionally so the terms stay consistent between shifts and between people.
Add a short note on privacy and tone. Entries should describe the room and the smell, not the guest. Avoid speculation about what a guest did and stick with what staff observed, since logs can be read by many people and may be reviewed later during a dispute or a quality audit.
Common questions
Can the log replace the work order system?
It can complement it. Many teams keep both and link them by room number.
How long should records be kept?
Follow your property policy.
General information for Downtown Denver, not a quote or professional advice. In an emergency, call 911.