Department: Housekeeping Date of Issue: Prepared By:

SOP Title: DND Procedure Last Revision Date: Approved By:

SOP Number:

PROCEDURE STANDARD

 In case DND door knob hanging outside the guest room door,  At this stage i.e. 1300 hrs to 1400
following will apply. After1300 hrs to 1400 hrs if the DND hrs with DND status persisting.
status remains the same and guest is not responding inform Slip privacy card under the door.
to Manager Housekeeping and concern Executive. The message explains that the
room was not serviced due to the
 Manager Housekeeping must be informed by housekeeping DND on the door and if guest
desk for all DND rooms. desires to service to call up the
housekeeping control desk.
 Housekeeping control desk will check the arrival time of the
guest if guest has arrived in the morning or it’s a day use
room wait till 7.30 pm for a change in room status.

 If room still found on DND, Manager/ Executive to inform

Front office manager through phone call.

 If the room on DND status from previous night informs

housekeeping desk at 13.00 hrs, housekeeping control desk
attendant will ring up the guest.

If there is a response

 Housekeeping control desk attendant will wish the guest and

“apologize for disturbing and ensure if guest would like any
service/ assistance.
 If guest agrees - service the room as per standard
 If the guest says, he/ she does not require service or requires
it later, the caller should inform the guest to call welcome
assistance 600, whenever the guest requires the service. The
room number, guest name and time when the service is
require to be written in the log book for the next shift.

If there is no response

 Inform EHK/HK executive who will alert G.M/ Front office

manager.

 Remember to maintain silence outside a DND guest room.

Ensure that noisy maintenance work is not carried out in the
vicinity.