TELEPHONE IN GUESTROOMS

To ensure that colleagues will neither use nor answer telephones in occupied guestrooms to maintain the privacy of guests who are occupying that room.  Should a telephone be required to be used then this must be done in the service area or in a vacant dirty room to communicate urgent messages for internal calls only.

HOW/ STANDARDS

• When in an occupied guestroom and you hear the telephone ring, DO NOT ANSWER the guest telephone.

• In an occupied guestroom the telephone must not be used under any circumstances to make telephone calls internally or externally, as the guest could return at any time whilst you maybe in the room.   This is also the case for a vacant clean room, as a new guest checking in could enter at any time.

• The service area on each floor should have a telephone located and this is the recommended area for internal telephone calls to be made.

• The telephones in vacant dirty rooms can be used to contact or page the housekeeping office or floor supervisor by room attendants as the room is not classified as usable within the property management system.  Once the room has been put vacant clean in the system then the telephone will not be able to be used.

• For any calls being made internally all housekeeping colleagues will use the hotel standard telephone techniques ensuring a friendly, courteous tone and manner is projected consistently and efficiently at all times whilst using the appropriate language.