Unit 3

Lesson 1: Access and Enter Guest Rooms Appropriately

Topic 1: Keys and Cards

Traditional or hard keys and keycards (magnetic strip or RFID) are the usual methods in
accessing guest rooms. RFID stands for Radio Frequency Identification Device. The
RFID device in the guest room door is programmed so that only the keycard assigned
to the guest for that particular room is the only keycard that can open his/her door.

The following are the usual keys used:

 Guest key – gives access to the guest rooms and guest lifts
 Floor master key – gives access to every door to a particular floor
 Department specific key – gives access to a specific department
 General master key – unlocks all doors in the establishment

GRAs are usually given the floor master key where they will be assigned to clean rooms.
In some establishments however, instead of using a card, GRAs are given a wristband
with an RFID device to prevent loss.

Topic 2: Security

GRAs are responsible for their keys. Leaving it anywhere is not allowed and could cause
a big security threat.

Since all GRAs are given keys, lending it to another GRA is not allowed without proper
authorization.

Keys given to GRAs should stay only inside the premises of the hotel and never leave its
doorsteps.

Keys assigned to GRAs must never be used to let a guest inside a room. Some thieves
will use this tactic and pretend to be guests saying that they have only left their keys
inside the room. Allow reception to handle this so that they can verify information of
the guest.
Topic 3: Accessing Rooms

All establishments have their own procedures in accessing guest rooms.  it is the GRAs
responsibility to follow prescribed standard procedure.

The GRA should follow the procedure in how to enter the guest room irregardless of its
room status

Standard procedure

The following are the usual standards in entering a guest room:

 Knock on the door by using your knuckles and never use any other object as this
could potentially damage the door. After knocking, announce “Housekeeping!”
 Wait for 5 seconds.
 If nobody answers, knock again and repeat the procedure two (2) more times
 If no one still answers, then enter the room using your keys by opening the door
slowly
 Once inside the room take one step from the door and greet “Good
morning/afternoon/evening."
 If the guest is inside the room and not properly dressed or appears stressed,
quickly and discretely leave the room.
 Otherwise, say “Housekeeping, would you like your room to be cleaned?”
 If the guest agrees for you to clean the room, follow the cleaning procedures but
sometimes, you may be asked to come back at a later time.
 After gaining access to a room, leave the door open.  The trolley should be
placed across the door of the guest room or near it, depending on your hotel’s
policy. This is for the floor housekeeper or other management staff to identify which
rooms are being serviced. This also makes it easier for the GRA to retrieve supplies
from the trolley

Whenever a trolley is permitted to be taken inside the guest room, put a sign outside
the door of the guest room that says “Cleaning in Progress.” This is an early warning for
guests so that they would not be surprised when they see another person inside their
room. It also allows management again to identify which room is being serviced.