REQUEST TO OPEN A GUEST ROOM

Guest Expectation:

I like it when I employees respect me and treat me with friendliness – but are not overly friendly towards me.  I expect employees to respect each other.

Why is this task important for you and our guests?

Answers: 

1. We can increase our GSI score.

2. I can show my professionalism.

3. I want to make our guests feel comfortable.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
A guest you don’t know asks you to open a room door.	When a guest asks you to open the door on the floor, you should ask him or her politely to show you their welcome folder with their name and room number. Madame/Sir, may I kindly ask for your key booklet and key.	Why do I need to submit the worksheet?   Why do I have to ask the guest for a key booklet?
A guest you know asks you to open the door.	If it is a guest who you know and you recognize, you may open the door for the guest and record the opening in your work sheet including the time. Check occupation of the guest room on your worksheet.	Why may I open the door for a guest I know?? Why do I have to control the work sheet if I know the guest?
Guest is not able to show the room key booklet and you do not know the guest.	If the guest does not have the key booklet, and you do not know the guest, guide him/her to the House phones and call FO. “MADAME/SIR, may I guide you to our Hotel phones and call FO for you” Ask the guest for his name, room number and birth date and confirm with FO. FO must open the guest room door with a new key. “For security reasons, may I ask you for your name, room number and date of birth?”	Why is it possible that the guest does not have a key booklet? Why do I need to ask the guest for the name, room number and date of birth
Opening guest room for employees	If Sales staff is showing a guest around the hotel, check the room status before opening the door for him/her in case the key of Sales does not work. Only open the door if you know the person. Sales employees should have their own keys to open a guest room.	Why can I open the guest room for Sales staff? What do I have to check before opening for staff?
Exceptions:	Only open the door for staff when you have been instructed by your Supervisor or for engineering staff to attend to defects. Normally every staff member entering a guest room should have a working key.	Why can I open when my Supervisor tells me? Does my Supervisor need to follow the same instruction? What am I never allowed to do?

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

Summary questions:

1. What is important when opening a guest door for our guests?

2. What am I doing when the guest key does not work?

3. What am I doing when the key for our Sales staff does not work?

4. What impression do I make in front of the guest when refusing to open the guest room for security reasons?

5. When can I make an exception?