Hk training-9- dnd

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HOUSEKEEPING MODULE-3 Do not disturb procedure

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Transcript of Hk training-9- dnd

Page 1: Hk  training-9- dnd

HOUSEKEEPING MODULE-3D o n o t d i s t u r b p r o c e d u r e

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Do not d isturb

If the room is on DND (Do Not Disturb), the HK Associate does not ring the doorbell, or knock on the door.

Do not vacuum in front of that room.

Ensure there is silence around that room and keep. (If any) an eye on the guest movements

When a DND is present, check the room periodically to see if the sign has been removed. If the DND sign still on by 4 pm, the Room Attendant will slot in the DND acknowledgement card under the door explaining why we have not serviced the room and to call HK for services or refresh towels.

R e s p e c ti n g p r i v a c y

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Discrepancy is done by HK at :- 10 am & 4 pm

Incase a DND is observed. It has to be noted and informed to HK Executive on shift. If tallied with previous discrepancy report as a DND, Then HK Exec / Manager informs Front office.

Front Office to check the guest’s folio if there is any activities / postings done for that room i.e. breakfast, room service order, telephone charges, purchased room internet service etc since previous day morning till 1 am. This checking is to confirm that the guest is alright and has requested privacy.

If there is no movement or indication till 7pm / 12pm respectively and if room is still on DND the Housekeeping Coordinator will call the guestroom for guest’s response.

Do not d isturbR e s p e c ti n g p r i v a c y

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If the guest answers the telephone, the standard verbiage the Coordinator will use is

“Good Afternoon Mr./Miss…..We apologize for not respecting your Do Not Disturb sign but we are calling to check on your well being” and “ask if they require service at any specific time” before updating Housekeeping room status.

If there is no response, the Security Officer will escort the Housekeeping Executive on duty, and the Duty Manager – Front office to enter the room to check on the situation.

If everything is in order, Housekeeping / Duty Manager and Security Team Members shall leave the room and wait for guest’s response / request.

If the guest is in when the Security / Housekeeping / Front Office team physically

check the room, the standard verbiage the team will use is ““Good Afternoon Mr./Miss…..We apologize for not respecting your Do Not Disturb sign but we are here to check on your well being” and “ask if they require service at any specific time” before updating Housekeeping room status.

Do not d isturbR e s p e c ti n g p r i v a c y

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In case of no baggage or a sick guest in the room the Duty Manager is immediately informed. A note of the same must be made in the housekeeping log book as well

No associate should enter a DND room, it can only be done with a permission from Duty Manager/FOM/Exec Housekeeper in presence of a LP

Do not d isturbR e s p e c ti n g p r i v a c y

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Please fo l low the enter ing procedures to enter a room with a DND on your own.

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When are the room var ience report / Discrepancy reports made?

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• A) • 10 am & 4 pm

• B) • 11 am & 5 pm

• C) • 10 am & 3 pm

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. . . . . . . . . . . . . . . t o c h e c k t h e g u e s t ’s f o l i o i f t h e r e i s a n y a c ti v i ti e s / p o s ti n g s d o n e f o r t h a t r o o m i . e . b r e a k f a s t , r o o m s e r v i c e o r d e r, t e l e p h o n e c h a r g e s , p u r c h a s e d r o o m i n t e r n e t s e r v i c e e t c s i n c e p r e v i o u s d a y m o r n i n g ti l l 1 a m .

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• A) • Front Office

• B) • Housekeeping

• C) • General Manager

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N o a s s o c i a t e s h o u l d e n t e r a D N D r o o m , i t c a n o n l y b e d o n e w i t h a p e r m i s s i o n f r o m D u t y M a n a g e r / F O M / E x e c H o u s e ke e p e r i n p r e s e n c e o f a L P

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Do not vacuum in front of a DND room.

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I f t h e r o o m i s o n D N D ( D o N o t D i s t u r b ) , t h e H K A s s o c i a t e s h o u l d r i n g t h e d o o r b e l l , o r k n o c k o n t h e d o o r

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I n c a s e a D N D i s o b s e r v e d . I t h a s t o b e n o t e d a n d i n f o r m e d t o H K E x e c u ti v e o n s h i ft . I f t a l l i e d w i t h p r e v i o u s d i s c r e p a n c y r e p o r t a s a D N D , T h e n H K E x e c / M a n a g e r i n f o r m s F r o n t o ffi c e

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RESPECT PRIVACY