ENTERING A GUEST ROOM

Guest Expectation:

It is important that employees follow a standard when entering my room. During my stay, that room belongs to me and I expect a certain amount of privacy.  I expect employees to announce themselves.

Why is this task important for you and our guests?

Answers: 

1. It is important for me to minimize the disturbance a guest may feel when I must access their room.

2. I understand that a guest can get afraid.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Approach guestroom	Ring the doorbell and announce, “Housekeeping”.   If there is no reply, ring again up to three times.	Why do I need to submit the worksheet?   How many times do I have to ring the bell?
Open door	Open the door slowly announcing, “Housekeeping” again. If you hear the shower, close the door and leave quietly. Record the time in the work sheet and continue to service other rooms. If the guest is inside, apologize by saying ,  “Good morning/afternoon/evening Madame, Sir, I am …. From Housekeeping, may I clean your room?”  If the guest agrees, proceed. If the guest requests cleaning to be done later, politely ask guest the time that best suits them. Note in the work sheet and return to clean the room at the requested time. If the guest requests later cleaning than your shift, handover the request to your supervisor.	Why do I need to open the door slowly? Why do I have to leave quietly? Why do I have to report the time? Why do I have to apologize when the guest is in the room? Why do I need to note the time? Why do I need to handover the requested time to my supervisor?

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

Summary questions:

1. What is the standard for entering a guest room?

2. Why is important about recording the time when a guest wants the room serviced?

3. What is important when the service needs to be done after my shift?