Jean has been visiting a hotel for years and has enjoyed every stay with her family. On her last visit, Jean encountered a filthy room when checking in. You are the hotel manager and promptly moved her and her family to another room. Upon their move, you received a phone call that the second room had mold on the wall near the shower and Jean and her family are upset as this is not a good start to her annual trip. Jean has spent a lot of money over the years at your hotel and restaurant, and you do not want to lose her business. About six months ago the housekeeping staff was reduced to 50 from 75 housekeepers and the housekeeping manager is overwhelmed. You need to communicate to the upper management of the hotel chain about the current situation and will use the SBAR to do so.

Step 3: Fill out the following SBAR chart

Situation

What is happening now?

Background

What has happened in the past that is relevant?

Assessment

What is the problem/issue?