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Basic Steps in Entering a Guests Room

Published On Wednesday, February 16, 2011 By Hospitality Solutions. Under: Room Service. 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Basic Steps in Entering a Guest Room

When approaching the door of the room you will enter make sure you know the guests name.

HOW? Check a vacant rooms report, ask the Butler on the floor, call the operator or front office to check in the system.
WHY? It is an international basic standard to use the guests name all the time.

Observe the signage on the door (DND/Service Room)

HOW? Look at the panel beside the door where you swipe your master key to get in.
WHY? We do not want to disturb a guest if they have placed the DND sign on.

Check if the room is not double locked

HOW? Swipe the key and see if the red light appears and there is no sound of the lock opening.
WHY? If it is early in the morning or late at night the guest might not want to be disturbed and did not place the DND sign. It would be then better to ask the Butler to call the guests room to see if the guest doesn’t mind that someone comes in.

Ring the bell once and wait for 10 seconds. Announce the department and wait for another 5 seconds.

HOW? Press the bell picture on the panel near the door. (Do not press to hard as the panels are delicate).
WHY? We have to wait as the guest might be in the bathroom, on the balcony or getting changed. We also want the guest to know who is waiting at the door and for what reason.

If the guest opens the door say ‘Good Morning Mr/s. guests name I am your name from your department may I state your purpose in the room’. Proceed if the guest agrees or come back at the requested time

WHY? We want to make sure that we use the guest’s name, and they know who you are, and what you are going to do in the room. Remember to be very clear when you speak as some of the guests do not speak English very well.

If there is no response from the room repeat the above mentioned step.

WHY? We have to give the guest adequate time and not rush them or they might be watching T.V and did not hear the first time or in the bathroom having a shower and not hear the bell

Open the door slowly, knock twice and announce your department again. Only open the door till you can see the first light switch
Check the bathroom and if the door is locked then knock again and announce your department.
Check the bedroom and the balcony to reconfirm that there is no guest on the room. When you reach the wardrobe area, announce your department once again.
If there is no one in the room proceed with task.

IMPORTANT THINGS TO REMEMBER

Always use the guests name wherever possible.
Never fully open the door when entering without the guest having opened the door for you.
Always give the guest enough time to get to the door.
Check the bathroom and the balcony for guests sitting outside.
Never block or obstruct the doorway or corridor with whatever equipment you are going to use.
For Housekeeper’s always hang the ‘Make Up’ sign outside the door.
Help your colleagues out; if you see that there is clearance or guest laundry in the room inform the relevant department.

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