Guest Incident Report Template

Record of one guest or visitor incident: people, facts in time order, actions taken, evidence, notifications, follow-up and prevention

Hostelería & RestauraciónBreveguest incident reportActualizada 29 oct 2026

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Cómo usar: Use it the same shift as an injury, illness, theft or serious complaint involving a guest. Fill the facts and actions first, with names of witnesses. The main pitfall is recording opinions on blame or promising compensation at the desk.

Vista previa

Guest Incident Report: [Incident ID]

A factual record of one incident involving a guest or visitor at a hotel, restaurant or venue: injury or illness, theft or loss, damage, or a serious complaint. Based on common hospitality incident reporting practice. Replace every [bracketed] value and every row marked Example. This is a documentation format, not legal, medical or insurance advice: check the current official reporting rules and a qualified professional.

Field	Value
Incident ID	[INC-YYYY-NNN] (Example: INC-2026-041)
Property	[Example: Corvelle Quay Hotel (fictional), restaurant terrace]
Date and time of incident	YYYY-MM-DD HH:MM
Reported by (staff)	[Name, role]
Report completed	YYYY-MM-DD HH:MM
Type	[Injury / illness / theft or loss / damage / complaint / other]
Severity	[Minor / needs treatment / hospital / police involved]
Classification	[Confidential, restricted to duty manager, security, insurer]

1. People involved

Role	Name	Room or contact	Statement taken
Guest (Example)	[Guest name]	Room 312	Yes, verbal, recorded below
Witness (Example)	[Name]	[Staff, server]	Yes, written, attached
[Role]	[Name]	[Contact]	[Yes / no]

2. What happened

[Example: At 19:40 the guest slipped on the terrace step next to table 14 while it was raining. The server saw the fall. The guest said "my wrist hurts". The step had no wet-floor sign at the time.]

3. Actions taken

Time	Action	By
19:42 (Example)	First aid given, ice pack, guest seated indoors	[First aider]
19:55 (Example)	Guest chose to go to hospital by taxi, receipt kept	[Duty manager]
20:05 (Example)	Step closed, wet-floor signs placed, photos taken	[Supervisor]
[HH:MM]	[Action]	[Name]

4. Evidence, notifications and follow-up

Evidence kept: [CCTV camera and time range, photos, item, where stored, retention period].
Notified: [general manager, insurer, police (crime reference), regulator (reference)], with date and time of each.
Follow-up with the guest: [who will call, when; no promise of compensation without authority].
Root cause and prevention: [Example: add anti-slip strip to terrace step, owner @maintenance, due YYYY-MM-DD].
Closed by: [@manager], YYYY-MM-DD.

Standard and licence note

Based on common hospitality incident reporting practice, with the UK RIDDOR 2013 rule for injuries to people not at work shown as a dated example from the HSE website. All text and the fictional example are original. Template licence: MIT.

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