Rubie T.

Eran 10/04/21
BSHM-2A HTM110

Case Study #2

QUESTIONS:
1. Where is the lapse in the above situation?
First and foremost, it is one of the cardinal rules of hospitality that employees are not supposed
to knock on a door with a Do Not Disturb (DND) sign on it. But the lapses in the above situation,
Kevin the room attendant still knock the door even if there’s a sign DND hang on the door
causing Mr. Jackson interrupted his important call with a client. Aside from this, the floor
supervisor Mr. Chang Woo was also responsible for this action. He was briefed earlier year by
Emanuel, the front desk attendant that this guest is HWC but what he did is he still instructs the
room attendant to deliver the towel. Even if the guest request that towel urgently, in the name
that it was a DND room, it means that the guest want privacy and doesn’t want to be disturb so
they should wait until the guest calls back since there’s always been a guest floor rules to
follow. As housekeeping staff you should know that rules and bear that in mind at all times.

2. What should have been the procedure followed to deliver the towels to Mr. Jackson?
Guest privacy is a paramount importance and should carefully respect at all times, but in regard
to this action, the procedure that should been followed to deliver the towels to Mr. Jackson is
that, there should be an appropriate card indicating service offered, time and an extension to
call when the guest is ready to receive the service, should be slipped under the door. A DND (Do
not disturb) sign clearly indicates that the room attendant should check later if service is
required. If there is no response till evening (2.00pm or 3.00 pm) then the housekeeping
supervisor should ring the guest and check if he / she require the room to be serviced.
3. Explain how DND should be handled while making rooms.
If a staff member encounters a room they need to enter that has a DND sign on it, the staff will
ask the front desk to call the room to ask if it’s okay to knock and/or enter. This happens very
often with room service. If there’s no answer to the call and there’s no emergency, we will
simply not enter, and we’ll hang a sign on the door saying that we respected their request for
privacy. And yes, this means that sometimes we’ll leave a room service tray at the door (a fair
number of drunk guests order room service, pass out, then wake up to discover their cold meal
outside their door in the morning.