How to enter a Guest Room - Dr. Daniel G. Fuchs

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 01.07.08 / DHR-CO-HK-SOP-006How to enter a Guest RoomObjectiveThis SOP shall ensure the correct procedure of how an employee can enter a guest room.Procedure (Cleaning of a guest room)Always assume that someone is in the room and allow them the time to get to the door.1. Before entering the guestroom:a) Softly knock on the guest room door/ring the bell.b) Wait 10 seconds and knock/ring the bell again if there is no answer.c) Announce yourself with name and department;“Good morning/afternoon/evening, this is Khun Somchai from Housekeeping.”2. Wait for the guest to open the door.3. When the guest opens the door:a) Smile and greet the guest by name and with a “wai”.“Good morning/afternoon/evening Mr Brown.”b) The name is on the worksheet which will be kept with you for the information needed to servicethe guest. Names are used at all times:“Good morning Mr. Brown would you like to have your room cleaned now?”4. If the guest wants the room serviced at this time:a) Before entering a guest room, always ask for permission:“May I enter you room Mr. Brown?” go in quietly and begin.b) You shall make conversation with guest, but refrain from asking personal question.“How are you today, did you plan any sightseeing tours for today?”, “Did you ever visit our Spabefore?”5. If the guest request that you return later:a) Ask at what time you should return.“What time would be convenient for you Mr Brown?”b) Thank the guest and leave quietly.“Thank you and have a beautiful morning/day/evening/night Mr Brown?”c) Note the return time requested.d) If the request is after 16:00, notify the Floor Supervisor or Executive Housekeeper that the roomcan be assigned to the afternoon shift.© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 1

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 01.07.08 / DHR-CO-HK-SOP-006How to enter a Guest RoomProcedure (Cleaning of a guest room) - Continued6. If the guest refuses the service:a) Offer fresh, clean towels and amenities and to empty the bin.“How about some fresh and clean towels Mr Brown?”b) Make a note on the worksheet.7. If the guest room has a “Do not disturb” sign or is double-locked.a) Slip a service card under the door at 16:00.b) If the guest does not call, or if it is after 16:00, notify the Housekeeping coordinator to call theguest to determine what time he/she would like the room cleaned.“Dear Mr Brown, I have noticed that your room has not been cleaned today, would you like tohave your room cleaned now? What time would be convenient for you?”c) If there is no answer after 24 hours, please contact the Floor Supervisor or Executive Housekeeperto check by a follow-up call or in person.Other rules for entering of guest rooms1. Associate is positioned in front of the guestroom door.2. Housekeeping cart is placed in front of the open door.3. Before the associate allows a guest to enter an open room, associates makes sure the guest hasa valid key for the room.4. Guests with no or non-valid key are not allowed to enter the room.5. Guests requiring a room key are referred to the front desk and informed that this is a Dara Hotels& Resorts Security Procedure.6. Associates of the Housekeeping Department do not unlock guestroom doors for guests at anytime.© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 2