HOUSEKEEPING SOP ENTERING THE GUESTROOM

Task Entering the Guestroom

Effective Date 08/08/17
SOP Author Housekeeping Department
SOP Owner Hotel Department
SOP Approver Hotel Manager

GOAL:
To Deliver our guests 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.