Entering Guestrooms Procedures

The housekeeping staff should follow the SOP given below for entering the guest room.

ü  Leave the DND (Do not Disturb) rooms undisturbed.

ü  Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”.

ü  Wait for five seconds to hear the guest’s response.

ü  In case of no response, announce the same again.

ü  In there is no answer second time too, open the door with the key.

ü  Enter the room.

ü  If the guest is found sleeping, withdraw from the room quietly.

ü  In case the guest answers, ask politely when would he like to service the room.

ü  In case the guest wants it later, acknowledge his reply and withdraw from the room.

ü  If the housekeeping work is in progress and the guest returns from outside, greet him and ask if the guest would like to return in some time.

Staffs have to greet the guest with a smile depending on the time of the day:

00.00 –   11.59   - “Good morning”

12.00 –   16.59   - “Good afternoon” 

17.00 –   23.59   - “Good evening”

Answering guest queries:

·       💗 Find out the exact details required, by listening carefully and noting it down.

·         💗 Ask appropriate questions about requirements.

·         💗 Confirm all the details back to the guest at the time of enquiry to ensure correct information.

·       💗  Give the required information.  If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him.

·          💗 All guest queries have to be listened to attentively and dealt immediately in a smiling, courteous manner.

 💗 Staffs have to take personal responsibility for the guest queries and get back to the guest within the specified time.