DND GUEST ROOM

Guest Expectation:

I put DND on my room because I want privacy.  I do not expect interruptions, however well-intentioned they may be

Why is this task important for you and our guests?

Answers: 

1. I understand what DND means and understand why guests might choose to put DND on their room.

2. Respecting guests need for privacy.

3. We are able to follow the guest request.

4. I know what to do when the guest has not removed his/her sign after 24 hours.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Return soiled Linen Note	Record DND rooms on the work sheet and note the time. If a room is DND after 18.00 hours call Housekeeping. Slide DND card room underneath the door.
Guest Greeting on the phone	If the guest is in the room, greet guest by name and confirm the time required to clean the room or arrange Turn Down service “Good morning/afternoon/evening Mr. /Mrs.……. Sorry to disturb you, we would like to offer Turn Down service to you, or when would it be convenient for you to have your room serviced?”	Why is accuracy and consistency in portion important?  What do I have to do when the guest is in the Room? DRILL LANGUAGE.
Action	If guest wants to have the room serviced. Office coordinator will send RA to room at requested time. If the guest is in the room, ensure you ask for assistance from your colleagues Never clean a room on your own when a guest is present.	Why can I not clean the room on my own?
Call for Assistance after  24 hours    DND	If there is no response on the phone from the room after 18.00 hours, 24 hours later, the Office Coordinator must call the Duty Manager and Security to check the room.	Why do I have to wait 24 hours? What does the Assistant Manager do?
Entering the Guest Room	Knock on the door and announce “Housekeeping” refers to “How to enter guest room” procedure.	How long do you wait before opening the door?
Room is empty	Check the room. If there is nothing unusual, close the door.  Record on your work sheet the time and the room number you have entered the Room，Do not clean the room or touch anything. DND means do not disturb, even so the guest is not in the room. She/he might have some confidential material in the room. DND	Why can I not start cleaning? Why do I need to record this situation?
Unusual Situation	If there is something unusual, call Security and Duty Manager for assistance. Please refer to the Emergency Handbook.	Do I really need to call Security? What does the Emergency Handbook tell me?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What will be written on the DND sheet?

2. Why am I not able to call the guest room?

3. Why do I need to explain what I want to do when calling the guest?

4. Why can I not call after 12 hours?

5. Why do guests leave the DND even when the room is empty?

6. What do I do in an unusual situation?