|These instructions are being provided in order to minimize your hotel’s losses due to both incorrectly packed shipments as it relates to quantity and damages en-route. Your cooperation in following these procedures is both expected and appreciated.
Shipments will arrive at your hotel by many delivery means. Among these are postal carriers, overnight couriers (FedEx), parcel services (UPS) and common freight carriers (trucking companies). Normally anyone ordering for a hotel would advise the General Manager of the expected shipment and provide a copy of what was ordered.
When shipments are received at your property from any delivery means other than common freight carriers, it is necessary immediately to confirm that something was in fact ordered from that vendor before accepting and signing for the delivery. This is especially true if it is a vendor whose name is not recognized. If you are unable to verify the information one way or another, go ahead and accept delivery but do not open the package as described below until the order is verified.
Shipments from common freight carriers must only be accepted by a supervisor, department head or General Manager.
Whenever possible obtain a copy of the original order before opening any shipment. Compare the packing list, if available, to the order. Note discrepancies. After completing this, open and check packages to make sure what is on the packing list, and/or order, is what is in the shipment. In addition to counting, check for damage of any kind, keeping in mind that damage can be concealed. Note on the delivery receipt any crease, dent, tear, or watermark on the containers.
It is critical that with shipments received from a common freight carrier, such as linen or terry, furniture, televisions, ice machines, HVAC units or something similar that all the boxes be opened and counted prior to acceptance or signing any document. No matter how much the driver complains or how long it takes, you must do this. Don’t let them bully you.
Remember, each box must be opened, counted, and checked for damage prior to the signing of the driver’s bill-of-lading. Verify model numbers and verify against the order. If anything is damaged or its condition is not acceptable for any reason, do not accept it. These items should be checked by the General Manager or the appropriate supervisor immediately. The common freight driver will tell you none of these things are his/her problem and that only a note should be made on the bill of lading he presented for signature. If you cannot get him/her to take back the damaged items prepare a list detailing all the problems, both of you sign, date and note the time and give the driver a photocopy.
Food product is shipped in its own case. Double check the cases of each item against the order to assure it is the right product. Then, in order to assure the delivery is intact, it must be opened and counted before the shipping notice is signed for the driver. Do not sign anything until you are completely satisfied that what you see on the list is what is in front of you in good condition and not damaged. If the food delivery driver offers a credit slip instead of taking the unacceptable product back, that is acceptable.
Again, in the case of a common freight carrier, the driver may insist that the bill-of-lading be signed before boxes are opened so he can leave, do not do this. As soon as you sign the bill-of-lading, if there is a problem, that problem becomes ours and the driver is long gone. The driver cannot leave until he has a signature, do not sign until you are completely satisfied with the order. According to federal laws, once you sign for the goods, you become responsible.