GUEST FLOOR RULES
To offer best possible service to the guest, the staff must understand his or her wants and needs. The importance of a guestroom to the guest must be understood and appreciated by all housekeeping staff. To provide best service and to achieve guest satisfaction, hotels have some common rules and they are communicated to the staff through employee manuals and briefings.
Following are some guest floor rules:
The staff should be friendly and polite to the guests, greeting them according to the time of the day.
They should be properly groomed with clean uniform. Friendly staff with good sense of humor and understanding of the mood of the guest is an asset to the hotel.
Every hotel has two types of elevators i.e. service elevator and guest elevator. The hotel staff should always use the service elevator to enter the guest floor.
The floor staff must restrain themselves from doing any activity which can create guest disturbance. For example, unnecessary conversation, running or making noise on the floor.
Hotel equipment, trays, trolleys must be kept in the respective area away from passage area to avoid collision.
Before starting the cleaning, the room attendant should follow the standard operating procedures. Room attended should see the status of all the rooms from the lot of rooms allocated to him/her. For occupied rooms, knock at the door firmly with the index finger knuckle announcing clearly 'housekeeping'. Room attendant should introduce himself / herself and ask for the permission.
During conversation with guests, the room attendant should not enter the guestroom as it can affect the guest privacy. They should continue their conversation standing in the doorway.
While cleaning the room the door should be kept wide open.
Room attendant should keep their carts parked in such a way that the guest corridors are free from movement.
The staff should remain calm in front of guests and should not indulge in arguments with the guests and should adopt a courteous behavior towards them.
The telephone in the corridor should be answered before the third ring without causing any disturbance to the guest.
Room attendants are strictly prohibited to enter the guestroom which shows DND sign.
Though DND sign prohibits the room attendant to enter the guestroom, but the sign hangs for long hours then the room attendant should inform to the supervisor to take any further action.
If room attendant observes any suspicious movement in guest attitude, they should immediately inform the floor supervisor.
If guest belongings are found after the guest departure, then the room attendant must immediately inform the floor supervisor and submit the belonging to the lost and found department.
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