5-housekeeping Sop-entering The Guest Room x566r

HOUSEKEEPING SOP – ENTERING THE GUESTROOM Task Effective Date SOP Author SOP Owner SOP Approver

Entering the Guestroom 08/08/17 Housekeeping Department Hotel Department Hotel Manager

GOAL:  To Deliver our guest’s expectation for consistent service by adhering to the following set of thorough procedures to be applied while entering the Guest Room PROCEDURES:               

Approach the door of the room. Observe the sign on the door. If there is a “Do Not Disturb put the DND slip into the room. If Do Not Disturb sign was not there, position your selves in front of the guestroom security viewer with the name tag visible to the guest. Knock on the door three (3) times with the knuckle of the index finger or three (3) times on the door bell to announce yourself “Housekeeping!!”. If the guest opens door, Say Good Morning Mr. / Mrs. _______________” May I make up your room”? If the guest agrees; proceed or come back at the requested time. Place “Room Being Service” card on the doorknob and either close the door or leave it open and proceeds with your routines. If there is no response after knocking or ringing the bell and announcing Housekeeping. Wait for 10 seconds and again knock / ring the bell again and wait for a response again. If still no response; open the door slowly, announce housekeeping again and then enter the room. Room Attendant must keep the door closed whilst cleaning. Room Attendant must ensure the guestroom is completely closed as they depart. Room Attendant must keep the guest & room details sheet on their person at all times. If for any reason the Room Attendant needs to leave the room, the guest room door must be closed, regardless of whether the room is occupied or vacant. If a guest re-enters their room whilst it is being serviced then, if working alone, the associate must, in accordance with Hotel Standards, either leave the room or continue the service being provided in the guestroom, with the guest consent and presence, the guestroom door must always be propped open until the Room Attendant departs.